AR
Aditi R
1 reviews | Active since Dec 2023
14 Dec 2023, 15:18
DO NOT USE THE ONLINE STORE
I have previously had lost and delayed orders with this service and in the latest delivery I received the wrong dog food. I now have an 11.4kg bag of the wrong food. My emails go unanswered, the chat on the website is non responsive and the customer care line goes unanswered. I will never use this service again and suggest you don’t either.
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Petworld's replyOfficial
17 Jan 2024, 14:52Dear Aditi,
As COO of Petworld, I've closely reviewed your order experience, and I would like to address each step, acknowledging our shortcomings.
On December 14th, your order of Orijen dog food was incorrectly fulfilled with Acana. Our online chat response was delayed, and your subsequent email to our customer service was assigned to one of our team members. Unfortunately, the resolution process was inefficient and prolonged. Our team's request for you to re-register due to a system change added unnecessary confusion.
By December 21st, the incorrect item was collected, yet a replacement was not immediately provided. Internal miscommunications resulted in delays and uncer*****y about the availability of the correct product. Recognising our failure to deliver the correct product, we initiated a refund process on January 5th, dependent on your banking details.
After receiving your details, we processed a refund of R2,021.74 on January 11th. This sequence of events highlights a disjointed and inefficient process at various stages of customer interaction, including communication, inventory management, and system updates.
I extend my sincerest apologies for the frustration and inconvenience caused. We are actively working on improving our systems and communication protocols to prevent such instances in the future. Your experience is a critical lesson for us and will be a driving force behind our efforts to enhance service quality.
Please rest assured that we are committed to rectifying our mistakes and ensuring a more streamlined and satisfactory experience for all our customers going forward. Your feedback is invaluable in this process.
For any further assistance or concerns, please feel free to reach out directly to me.
Sincerely,
Tertius Dixon
COO, Petworld
COO, Petworld
Petworld's reply17 Jan 2024, 14:52
Official
Dear Aditi,
As COO of Petworld, I've closely reviewed your order experience, and I would like to address each step, acknowledging our shortcomings.
On December 14th, your order of Orijen dog food was incorrectly fulfilled with Acana. Our online chat response was delayed, and your subsequent email to our customer service was assigned to one of our team members. Unfortunately, the resolution process was inefficient and prolonged. Our team's request for you to re-register due to a system change added unnecessary confusion.
By December 21st, the incorrect item was collected, yet a replacement was not immediately provided. Internal miscommunications resulted in delays and uncer*****y about the availability of the correct product. Recognising our failure to deliver the correct product, we initiated a refund process on January 5th, dependent on your banking details.
After receiving your details, we processed a refund of R2,021.74 on January 11th. This sequence of events highlights a disjointed and inefficient process at various stages of customer interaction, including communication, inventory management, and system updates.
I extend my sincerest apologies for the frustration and inconvenience caused. We are actively working on improving our systems and communication protocols to prevent such instances in the future. Your experience is a critical lesson for us and will be a driving force behind our efforts to enhance service quality.
Please rest assured that we are committed to rectifying our mistakes and ensuring a more streamlined and satisfactory experience for all our customers going forward. Your feedback is invaluable in this process.
For any further assistance or concerns, please feel free to reach out directly to me.
Sincerely,
Tertius Dixon
COO, Petworld
COO, Petworld