MR
Marie R.
1 reviews | Active since Mar 2013
08 Dec 2023, 13:38
Delays in delivery with poor customer service and no communication
I placed an order a week ago and still have not received my order. I have sent countless messages with very little reply as to what's going on. The last 3 messages have been ignored! I won't be buying from petworld again!
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Petworld's replyOfficial
26 Jan 2024, 11:25Dear Marie,
I am Tertius Dixon, Chief Operating Officer at Petworld. I sincerely apologize for the frustration and inconvenience you have experienced regarding your recent order and the lack of timely communication from our team.
After thoroughly reviewing our records, we found that your last order was on the 3rd of November 2023 (Order No. 193056), which was successfully signed for on the 6th of November. However, we do not show any subsequent orders from you in our system. This discrepancy is concerning, and I am personally looking into this matte
It's possible that there may have been an issue during the order process. If you believe the order was completed but did not receive a confirmation, I kindly ask you to check if the order might have been placed under a different name, phone number, or email address. Any additional information you can provide, such as an order number or details about the items you intended to purchase, would be incredibly helpful for us to conduct a more detailed investigation.
We acknowledge and deeply regret that our response to your messages was not as prompt as it should have been. We have recently doubled our customer service team to better handle inquiries, especially during busy periods like the festive season. This is part of our ongoing commitment to improve our service and responsiveness.
I understand how disappointing this experience has been for you, and I want to assure you that we are taking your feedback seriously. Please reach out to us at *** with the additional information, and we will prioritise resolving this issue.
Again, I apologize for the inconvenience caused and thank you for your patience as we work to rectify this situation.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply26 Jan 2024, 11:25
Official
Dear Marie,
I am Tertius Dixon, Chief Operating Officer at Petworld. I sincerely apologize for the frustration and inconvenience you have experienced regarding your recent order and the lack of timely communication from our team.
After thoroughly reviewing our records, we found that your last order was on the 3rd of November 2023 (Order No. 193056), which was successfully signed for on the 6th of November. However, we do not show any subsequent orders from you in our system. This discrepancy is concerning, and I am personally looking into this matte
It's possible that there may have been an issue during the order process. If you believe the order was completed but did not receive a confirmation, I kindly ask you to check if the order might have been placed under a different name, phone number, or email address. Any additional information you can provide, such as an order number or details about the items you intended to purchase, would be incredibly helpful for us to conduct a more detailed investigation.
We acknowledge and deeply regret that our response to your messages was not as prompt as it should have been. We have recently doubled our customer service team to better handle inquiries, especially during busy periods like the festive season. This is part of our ongoing commitment to improve our service and responsiveness.
I understand how disappointing this experience has been for you, and I want to assure you that we are taking your feedback seriously. Please reach out to us at *** with the additional information, and we will prioritise resolving this issue.
Again, I apologize for the inconvenience caused and thank you for your patience as we work to rectify this situation.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld