JE
JOAN E
1 reviews | Active since Jan 2020
07 Dec 2023, 09:40
Disgusted in the service
I placed an order on the 30th November before 10am. My order status has not changed and I have sent emails to Taryn, 5 days later order status is still the same no change. They are very quick at taking the money but you can not rely on delivery. I am absolutely disgusted as I have not received any feedback regarding my order. I will definitely nit be buying anything from them again.
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Petworld's replyOfficial
26 Jan 2024, 12:48Dear Joan,
I am Tertius Dixon, the Chief Operating Officer at Petworld, and I am reaching out to address your concerns about the order you placed on the 30th of November.
Upon investigating, it appears that there was an issue with your order. We have found that the order was declined by Paystack, our payment partner, due to the payment not being processed. This critical information should have been communicated to you immediately. Unfortunately, our customer service team failed to do so, and for this oversight, I offer my sincerest apologies.
I understand how frustrating and disappointing this must have been, especially when expecting a timely response and update on your order. This situation was a result of what I can only describe as a perfect storm of challenges. Following our Black Friday sales and throughout the Christmas season, we faced an unprecedented surge in orders, which overwhelmed our systems and staff. This led to significant delays in shipping, inventory management, and, most regrettably, customer service responses.
In response to these challenges, we have taken substantial steps to improve. Our customer service team has been doubled to ensure prompt and efficient communication. We have revamped our inventory control systems and increased our order fulfilment staff. I am confident that these changes have put us back on track, ensuring that our stock levels are accurate and that orders are delivered within one to three days.
I invite you to revisit our online store and experience the improvements firsthand. If, however, you believe there has been a mistake and your order was indeed processed, please send proof of payment to ***, and we will address it immediately.
Thank you for bringing this matter to our attention. Your feedback is invaluable in helping us enhance our services. Should you have any further concerns or need assistance, please do not hesitate to reach out.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, the Chief Operating Officer at Petworld, and I am reaching out to address your concerns about the order you placed on the 30th of November.
Upon investigating, it appears that there was an issue with your order. We have found that the order was declined by Paystack, our payment partner, due to the payment not being processed. This critical information should have been communicated to you immediately. Unfortunately, our customer service team failed to do so, and for this oversight, I offer my sincerest apologies.
I understand how frustrating and disappointing this must have been, especially when expecting a timely response and update on your order. This situation was a result of what I can only describe as a perfect storm of challenges. Following our Black Friday sales and throughout the Christmas season, we faced an unprecedented surge in orders, which overwhelmed our systems and staff. This led to significant delays in shipping, inventory management, and, most regrettably, customer service responses.
In response to these challenges, we have taken substantial steps to improve. Our customer service team has been doubled to ensure prompt and efficient communication. We have revamped our inventory control systems and increased our order fulfilment staff. I am confident that these changes have put us back on track, ensuring that our stock levels are accurate and that orders are delivered within one to three days.
I invite you to revisit our online store and experience the improvements firsthand. If, however, you believe there has been a mistake and your order was indeed processed, please send proof of payment to ***, and we will address it immediately.
Thank you for bringing this matter to our attention. Your feedback is invaluable in helping us enhance our services. Should you have any further concerns or need assistance, please do not hesitate to reach out.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply26 Jan 2024, 12:48
Official
Dear Joan,
I am Tertius Dixon, the Chief Operating Officer at Petworld, and I am reaching out to address your concerns about the order you placed on the 30th of November.
Upon investigating, it appears that there was an issue with your order. We have found that the order was declined by Paystack, our payment partner, due to the payment not being processed. This critical information should have been communicated to you immediately. Unfortunately, our customer service team failed to do so, and for this oversight, I offer my sincerest apologies.
I understand how frustrating and disappointing this must have been, especially when expecting a timely response and update on your order. This situation was a result of what I can only describe as a perfect storm of challenges. Following our Black Friday sales and throughout the Christmas season, we faced an unprecedented surge in orders, which overwhelmed our systems and staff. This led to significant delays in shipping, inventory management, and, most regrettably, customer service responses.
In response to these challenges, we have taken substantial steps to improve. Our customer service team has been doubled to ensure prompt and efficient communication. We have revamped our inventory control systems and increased our order fulfilment staff. I am confident that these changes have put us back on track, ensuring that our stock levels are accurate and that orders are delivered within one to three days.
I invite you to revisit our online store and experience the improvements firsthand. If, however, you believe there has been a mistake and your order was indeed processed, please send proof of payment to ***, and we will address it immediately.
Thank you for bringing this matter to our attention. Your feedback is invaluable in helping us enhance our services. Should you have any further concerns or need assistance, please do not hesitate to reach out.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, the Chief Operating Officer at Petworld, and I am reaching out to address your concerns about the order you placed on the 30th of November.
Upon investigating, it appears that there was an issue with your order. We have found that the order was declined by Paystack, our payment partner, due to the payment not being processed. This critical information should have been communicated to you immediately. Unfortunately, our customer service team failed to do so, and for this oversight, I offer my sincerest apologies.
I understand how frustrating and disappointing this must have been, especially when expecting a timely response and update on your order. This situation was a result of what I can only describe as a perfect storm of challenges. Following our Black Friday sales and throughout the Christmas season, we faced an unprecedented surge in orders, which overwhelmed our systems and staff. This led to significant delays in shipping, inventory management, and, most regrettably, customer service responses.
In response to these challenges, we have taken substantial steps to improve. Our customer service team has been doubled to ensure prompt and efficient communication. We have revamped our inventory control systems and increased our order fulfilment staff. I am confident that these changes have put us back on track, ensuring that our stock levels are accurate and that orders are delivered within one to three days.
I invite you to revisit our online store and experience the improvements firsthand. If, however, you believe there has been a mistake and your order was indeed processed, please send proof of payment to ***, and we will address it immediately.
Thank you for bringing this matter to our attention. Your feedback is invaluable in helping us enhance our services. Should you have any further concerns or need assistance, please do not hesitate to reach out.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld