SV
Sarah V
1 reviews | Active since Jul 2024
04 Jul 2024, 22:14
DO NOT BUY FROM THEM - it's a ****
I ordered 4 big bags of pet litter in May 2024. To date i have not received any of these bags, and customer service are not answering my WhatsApp messages - the only way they allow you to get hold of them.
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Replies (1)
Petworld's replyOfficial
19 Jul 2024, 15:51Dear Sarah,
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your pet litter order.
Let's go through the timeline to ensure we fully understand the situation:
Wednesday, May 27, 2024, at 11.51 AM: You placed an order for 4 bags of eco-pet litter.
Thursday, May 30, 2024, at 9:56 AM: The courier's system marked the order as delivered, with recipient details entered and a Proof of Delivery (POD) file captured.
Between your order on May 27th and July 1st, we did not receive any communication from you regarding any issues with your order. We only became aware of it on July 1st when you contacted us.
Monday, July 1, 2024, at 12:52 PM: You reported that the order was never delivered, and our customer service representative checked the courier’s records, which showed the order as delivered and signed for.
Thursday, July 4, 2024, at 10:19 PM: You reiterated that the order was never delivered and requested urgent attention to the matter.
Friday, July 5, 2024, at 9:05 AM & 10:18 AM: Our customer service representative confirmed the delivery details again. However, you insisted that you had not received the order and urgently requested a resolution
Friday, July 5, 2024, at 2:39 PM: Our customer service representative logged a ticket with Bobgo, the courier management company, to investigate the status of your shipment with the tracking number.
We acknowledge that the gap in communication during the first and the fourth could have been avoided. The ticket that was logged with Bobgo could have been logged on the first at the time of your initial communication, and for this, we apologise.
Please note that we and our courier partners were closed for the weekends of July 6th and 7th and July 13th and 14th.
Monday, July 8, 2024, at 10:42 AM: Bobgo attempted to contact you but was unsuccessful. While it was frustrating for you to wait on the courier escalation, it is within their policy that these steps be followed for a resolution from their side.
Monday, July 8, 2024, at 11:00 AM: You clarified that you live alone and no one else could have signed for the delivery.
Monday, July 8, 2024, at 11:44 AM: Our customer service representative escalated the issue internally and awaited urgent feedback from the courier.
Wednesday, July 10, 2024, at 9:25 AM: You requested an update, expressing frustration with the lack of resolution.
Wednesday, July 10, 2024, at 12:49 PM: Our customer service representative informed you that a claim had been filed with Bobgo and was awaiting feedback, assuring you of continuous follow-up.
Thursday, July 11, 2024, at 5:07 PM: You expressed further frustration with the delay, emphasizing the need for a quicker resolution.
Friday, July 12, 2024, at 11:11 AM: Our customer service representative confirmed the claim with the courier company and escalated the issue for urgent feedback.
Friday, July 12, 2024, at 2:50 PM: Approval was given to reship the order.
On this day, we should have notified you of the out-of-stock status and the replacement option, but we waited until Tuesday, July 16th. This was an internal delay for which we are very sorry. Knowing that you had been waiting and were very concerned, we should have acted immediately and followed through on your order with our warehouse. My unmitigated apologies for this.
Tuesday, July 16, 2024, at 2:54 PM: Our customer service representative informed you that the order could be replaced in full with an identical alternative product.
Wednesday, July 17, 2024, at 4:43 PM: You agreed to proceed with the replacement order.
Wednesday, July 17, 2024, at 5:21 PM: Our customer service representative requested, and you provided, the contact details of the person who would accept the delivery to ensure there were no further issues.
Friday, July 19, 2024, at 11:51 AM: The parcel was successfully delivered.
We understand how frustrating it must have been to experience these delays and communication gaps, especially when you needed a timely resolution. We strive to provide dependable and diligent service, and it’s clear we fell short in this instance. Your patience and understanding during this process are greatly appreciated, and we are committed to learning from this experience to improve our services in the future.
Warm regards,
Vannessa
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your pet litter order.
Let's go through the timeline to ensure we fully understand the situation:
Wednesday, May 27, 2024, at 11.51 AM: You placed an order for 4 bags of eco-pet litter.
Thursday, May 30, 2024, at 9:56 AM: The courier's system marked the order as delivered, with recipient details entered and a Proof of Delivery (POD) file captured.
Between your order on May 27th and July 1st, we did not receive any communication from you regarding any issues with your order. We only became aware of it on July 1st when you contacted us.
Monday, July 1, 2024, at 12:52 PM: You reported that the order was never delivered, and our customer service representative checked the courier’s records, which showed the order as delivered and signed for.
Thursday, July 4, 2024, at 10:19 PM: You reiterated that the order was never delivered and requested urgent attention to the matter.
Friday, July 5, 2024, at 9:05 AM & 10:18 AM: Our customer service representative confirmed the delivery details again. However, you insisted that you had not received the order and urgently requested a resolution
Friday, July 5, 2024, at 2:39 PM: Our customer service representative logged a ticket with Bobgo, the courier management company, to investigate the status of your shipment with the tracking number.
We acknowledge that the gap in communication during the first and the fourth could have been avoided. The ticket that was logged with Bobgo could have been logged on the first at the time of your initial communication, and for this, we apologise.
Please note that we and our courier partners were closed for the weekends of July 6th and 7th and July 13th and 14th.
Monday, July 8, 2024, at 10:42 AM: Bobgo attempted to contact you but was unsuccessful. While it was frustrating for you to wait on the courier escalation, it is within their policy that these steps be followed for a resolution from their side.
Monday, July 8, 2024, at 11:00 AM: You clarified that you live alone and no one else could have signed for the delivery.
Monday, July 8, 2024, at 11:44 AM: Our customer service representative escalated the issue internally and awaited urgent feedback from the courier.
Wednesday, July 10, 2024, at 9:25 AM: You requested an update, expressing frustration with the lack of resolution.
Wednesday, July 10, 2024, at 12:49 PM: Our customer service representative informed you that a claim had been filed with Bobgo and was awaiting feedback, assuring you of continuous follow-up.
Thursday, July 11, 2024, at 5:07 PM: You expressed further frustration with the delay, emphasizing the need for a quicker resolution.
Friday, July 12, 2024, at 11:11 AM: Our customer service representative confirmed the claim with the courier company and escalated the issue for urgent feedback.
Friday, July 12, 2024, at 2:50 PM: Approval was given to reship the order.
On this day, we should have notified you of the out-of-stock status and the replacement option, but we waited until Tuesday, July 16th. This was an internal delay for which we are very sorry. Knowing that you had been waiting and were very concerned, we should have acted immediately and followed through on your order with our warehouse. My unmitigated apologies for this.
Tuesday, July 16, 2024, at 2:54 PM: Our customer service representative informed you that the order could be replaced in full with an identical alternative product.
Wednesday, July 17, 2024, at 4:43 PM: You agreed to proceed with the replacement order.
Wednesday, July 17, 2024, at 5:21 PM: Our customer service representative requested, and you provided, the contact details of the person who would accept the delivery to ensure there were no further issues.
Friday, July 19, 2024, at 11:51 AM: The parcel was successfully delivered.
We understand how frustrating it must have been to experience these delays and communication gaps, especially when you needed a timely resolution. We strive to provide dependable and diligent service, and it’s clear we fell short in this instance. Your patience and understanding during this process are greatly appreciated, and we are committed to learning from this experience to improve our services in the future.
Warm regards,
Vannessa
Petworld's reply19 Jul 2024, 15:51
Official
Dear Sarah,
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your pet litter order.
Let's go through the timeline to ensure we fully understand the situation:
Wednesday, May 27, 2024, at 11.51 AM: You placed an order for 4 bags of eco-pet litter.
Thursday, May 30, 2024, at 9:56 AM: The courier's system marked the order as delivered, with recipient details entered and a Proof of Delivery (POD) file captured.
Between your order on May 27th and July 1st, we did not receive any communication from you regarding any issues with your order. We only became aware of it on July 1st when you contacted us.
Monday, July 1, 2024, at 12:52 PM: You reported that the order was never delivered, and our customer service representative checked the courier’s records, which showed the order as delivered and signed for.
Thursday, July 4, 2024, at 10:19 PM: You reiterated that the order was never delivered and requested urgent attention to the matter.
Friday, July 5, 2024, at 9:05 AM & 10:18 AM: Our customer service representative confirmed the delivery details again. However, you insisted that you had not received the order and urgently requested a resolution
Friday, July 5, 2024, at 2:39 PM: Our customer service representative logged a ticket with Bobgo, the courier management company, to investigate the status of your shipment with the tracking number.
We acknowledge that the gap in communication during the first and the fourth could have been avoided. The ticket that was logged with Bobgo could have been logged on the first at the time of your initial communication, and for this, we apologise.
Please note that we and our courier partners were closed for the weekends of July 6th and 7th and July 13th and 14th.
Monday, July 8, 2024, at 10:42 AM: Bobgo attempted to contact you but was unsuccessful. While it was frustrating for you to wait on the courier escalation, it is within their policy that these steps be followed for a resolution from their side.
Monday, July 8, 2024, at 11:00 AM: You clarified that you live alone and no one else could have signed for the delivery.
Monday, July 8, 2024, at 11:44 AM: Our customer service representative escalated the issue internally and awaited urgent feedback from the courier.
Wednesday, July 10, 2024, at 9:25 AM: You requested an update, expressing frustration with the lack of resolution.
Wednesday, July 10, 2024, at 12:49 PM: Our customer service representative informed you that a claim had been filed with Bobgo and was awaiting feedback, assuring you of continuous follow-up.
Thursday, July 11, 2024, at 5:07 PM: You expressed further frustration with the delay, emphasizing the need for a quicker resolution.
Friday, July 12, 2024, at 11:11 AM: Our customer service representative confirmed the claim with the courier company and escalated the issue for urgent feedback.
Friday, July 12, 2024, at 2:50 PM: Approval was given to reship the order.
On this day, we should have notified you of the out-of-stock status and the replacement option, but we waited until Tuesday, July 16th. This was an internal delay for which we are very sorry. Knowing that you had been waiting and were very concerned, we should have acted immediately and followed through on your order with our warehouse. My unmitigated apologies for this.
Tuesday, July 16, 2024, at 2:54 PM: Our customer service representative informed you that the order could be replaced in full with an identical alternative product.
Wednesday, July 17, 2024, at 4:43 PM: You agreed to proceed with the replacement order.
Wednesday, July 17, 2024, at 5:21 PM: Our customer service representative requested, and you provided, the contact details of the person who would accept the delivery to ensure there were no further issues.
Friday, July 19, 2024, at 11:51 AM: The parcel was successfully delivered.
We understand how frustrating it must have been to experience these delays and communication gaps, especially when you needed a timely resolution. We strive to provide dependable and diligent service, and it’s clear we fell short in this instance. Your patience and understanding during this process are greatly appreciated, and we are committed to learning from this experience to improve our services in the future.
Warm regards,
Vannessa
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your pet litter order.
Let's go through the timeline to ensure we fully understand the situation:
Wednesday, May 27, 2024, at 11.51 AM: You placed an order for 4 bags of eco-pet litter.
Thursday, May 30, 2024, at 9:56 AM: The courier's system marked the order as delivered, with recipient details entered and a Proof of Delivery (POD) file captured.
Between your order on May 27th and July 1st, we did not receive any communication from you regarding any issues with your order. We only became aware of it on July 1st when you contacted us.
Monday, July 1, 2024, at 12:52 PM: You reported that the order was never delivered, and our customer service representative checked the courier’s records, which showed the order as delivered and signed for.
Thursday, July 4, 2024, at 10:19 PM: You reiterated that the order was never delivered and requested urgent attention to the matter.
Friday, July 5, 2024, at 9:05 AM & 10:18 AM: Our customer service representative confirmed the delivery details again. However, you insisted that you had not received the order and urgently requested a resolution
Friday, July 5, 2024, at 2:39 PM: Our customer service representative logged a ticket with Bobgo, the courier management company, to investigate the status of your shipment with the tracking number.
We acknowledge that the gap in communication during the first and the fourth could have been avoided. The ticket that was logged with Bobgo could have been logged on the first at the time of your initial communication, and for this, we apologise.
Please note that we and our courier partners were closed for the weekends of July 6th and 7th and July 13th and 14th.
Monday, July 8, 2024, at 10:42 AM: Bobgo attempted to contact you but was unsuccessful. While it was frustrating for you to wait on the courier escalation, it is within their policy that these steps be followed for a resolution from their side.
Monday, July 8, 2024, at 11:00 AM: You clarified that you live alone and no one else could have signed for the delivery.
Monday, July 8, 2024, at 11:44 AM: Our customer service representative escalated the issue internally and awaited urgent feedback from the courier.
Wednesday, July 10, 2024, at 9:25 AM: You requested an update, expressing frustration with the lack of resolution.
Wednesday, July 10, 2024, at 12:49 PM: Our customer service representative informed you that a claim had been filed with Bobgo and was awaiting feedback, assuring you of continuous follow-up.
Thursday, July 11, 2024, at 5:07 PM: You expressed further frustration with the delay, emphasizing the need for a quicker resolution.
Friday, July 12, 2024, at 11:11 AM: Our customer service representative confirmed the claim with the courier company and escalated the issue for urgent feedback.
Friday, July 12, 2024, at 2:50 PM: Approval was given to reship the order.
On this day, we should have notified you of the out-of-stock status and the replacement option, but we waited until Tuesday, July 16th. This was an internal delay for which we are very sorry. Knowing that you had been waiting and were very concerned, we should have acted immediately and followed through on your order with our warehouse. My unmitigated apologies for this.
Tuesday, July 16, 2024, at 2:54 PM: Our customer service representative informed you that the order could be replaced in full with an identical alternative product.
Wednesday, July 17, 2024, at 4:43 PM: You agreed to proceed with the replacement order.
Wednesday, July 17, 2024, at 5:21 PM: Our customer service representative requested, and you provided, the contact details of the person who would accept the delivery to ensure there were no further issues.
Friday, July 19, 2024, at 11:51 AM: The parcel was successfully delivered.
We understand how frustrating it must have been to experience these delays and communication gaps, especially when you needed a timely resolution. We strive to provide dependable and diligent service, and it’s clear we fell short in this instance. Your patience and understanding during this process are greatly appreciated, and we are committed to learning from this experience to improve our services in the future.
Warm regards,
Vannessa