RS
Ruth S
1 reviews | Active since Jul 2018
02 Jan 2024, 09:55
Do NOT use the online order system
AVOID their online store!!! I placed an order on 11 Dec 2023. A week later, I chased them up, by email, and was told they did not have stock, and would refund me the order. That was on 18 Dec 2023. As of today 2 Jan 2024, I am still waiting for my refund.
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Petworld's replyOfficial
17 Jan 2024, 11:57Dear Ruth,
I am Tertius Dixon, Chief Operating Officer at Petworld. I am reaching out to address the issues related to your online order placed on December 11, 2023, and the delay in processing your refund.
First, please accept my sincere apologies for the frustration and inconvenience of this situation has caused. Your trust in Petworld is highly valued, and it is clear that in this instance, we did not deliver on your expectations.
Your order was placed on December 11th. Realising that we were out of stock, we initiated a refund on December 15th through our payment partner, Paystack. However, during this period, Petworld was transitioning to a new system platform. This significant update inadvertently resulted in an error, causing your refund not to be processed as initially planned. Unfortunately, we could not identify which specific orders were affected by this system change, leading us to rely on customers to inform us of any missed refunds.
Upon your recent communication with us, we promptly addressed the oversight and processed your refund on January 3rd through Paystack, now correctly integrated with our new system. Please be assured, this situation is not reflective of our usual service standards at Petworld. Generally, refunds are processed within three to twelve business days, but the actual time for funds to reflect in a customer’s account can vary due to banking processes. You will receive a notification from Paystack once the refund transaction is complete.
We are actively learning from this experience and taking steps to ensure our system upgrades enhance our customer service.
While it may not undo the inconvenience you have faced, we are deeply committed to making amends and improving our services.
Thank you for your patience and for bringing this matter to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I am reaching out to address the issues related to your online order placed on December 11, 2023, and the delay in processing your refund.
First, please accept my sincere apologies for the frustration and inconvenience of this situation has caused. Your trust in Petworld is highly valued, and it is clear that in this instance, we did not deliver on your expectations.
Your order was placed on December 11th. Realising that we were out of stock, we initiated a refund on December 15th through our payment partner, Paystack. However, during this period, Petworld was transitioning to a new system platform. This significant update inadvertently resulted in an error, causing your refund not to be processed as initially planned. Unfortunately, we could not identify which specific orders were affected by this system change, leading us to rely on customers to inform us of any missed refunds.
Upon your recent communication with us, we promptly addressed the oversight and processed your refund on January 3rd through Paystack, now correctly integrated with our new system. Please be assured, this situation is not reflective of our usual service standards at Petworld. Generally, refunds are processed within three to twelve business days, but the actual time for funds to reflect in a customer’s account can vary due to banking processes. You will receive a notification from Paystack once the refund transaction is complete.
We are actively learning from this experience and taking steps to ensure our system upgrades enhance our customer service.
While it may not undo the inconvenience you have faced, we are deeply committed to making amends and improving our services.
Thank you for your patience and for bringing this matter to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply17 Jan 2024, 11:57
Official
Dear Ruth,
I am Tertius Dixon, Chief Operating Officer at Petworld. I am reaching out to address the issues related to your online order placed on December 11, 2023, and the delay in processing your refund.
First, please accept my sincere apologies for the frustration and inconvenience of this situation has caused. Your trust in Petworld is highly valued, and it is clear that in this instance, we did not deliver on your expectations.
Your order was placed on December 11th. Realising that we were out of stock, we initiated a refund on December 15th through our payment partner, Paystack. However, during this period, Petworld was transitioning to a new system platform. This significant update inadvertently resulted in an error, causing your refund not to be processed as initially planned. Unfortunately, we could not identify which specific orders were affected by this system change, leading us to rely on customers to inform us of any missed refunds.
Upon your recent communication with us, we promptly addressed the oversight and processed your refund on January 3rd through Paystack, now correctly integrated with our new system. Please be assured, this situation is not reflective of our usual service standards at Petworld. Generally, refunds are processed within three to twelve business days, but the actual time for funds to reflect in a customer’s account can vary due to banking processes. You will receive a notification from Paystack once the refund transaction is complete.
We are actively learning from this experience and taking steps to ensure our system upgrades enhance our customer service.
While it may not undo the inconvenience you have faced, we are deeply committed to making amends and improving our services.
Thank you for your patience and for bringing this matter to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I am reaching out to address the issues related to your online order placed on December 11, 2023, and the delay in processing your refund.
First, please accept my sincere apologies for the frustration and inconvenience of this situation has caused. Your trust in Petworld is highly valued, and it is clear that in this instance, we did not deliver on your expectations.
Your order was placed on December 11th. Realising that we were out of stock, we initiated a refund on December 15th through our payment partner, Paystack. However, during this period, Petworld was transitioning to a new system platform. This significant update inadvertently resulted in an error, causing your refund not to be processed as initially planned. Unfortunately, we could not identify which specific orders were affected by this system change, leading us to rely on customers to inform us of any missed refunds.
Upon your recent communication with us, we promptly addressed the oversight and processed your refund on January 3rd through Paystack, now correctly integrated with our new system. Please be assured, this situation is not reflective of our usual service standards at Petworld. Generally, refunds are processed within three to twelve business days, but the actual time for funds to reflect in a customer’s account can vary due to banking processes. You will receive a notification from Paystack once the refund transaction is complete.
We are actively learning from this experience and taking steps to ensure our system upgrades enhance our customer service.
While it may not undo the inconvenience you have faced, we are deeply committed to making amends and improving our services.
Thank you for your patience and for bringing this matter to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld