MM
Marilese M
1 reviews | Active since Jul 2023
17 Oct 2024, 14:41
Horrible Service!
A while ago I bought a couple of fish at Petworld Cape Gate. The one fish did not look so well but the salesman told me he would be fine. The lady at the till assured me that if something should happen to the fish I will get my money back. The fish died the next day, I took it back and asked for a refund. The rudest, most obnoxious manager, Tania Binns told me, with such an attitude they don't do refunds.
She couldn't look me in the eye and did not even want to hear what I'm telling her. I tried to tell her the lady at the till told me I could get a refund, and then she told me the staff don't know what they are talking about.
I few people I know told me their fish died shortly after they purchased it at Petworld and they will never go back.
If there were a better Manager that was not so rude to clients I would have considered it to go back again, but no thanks. I can't believe people like Tania is in a Manager position but she can't even work with clients. Ridiculous!
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Replies (1)
Petworld's replyOfficial
14 Nov 2024, 14:44Dear Marilese,
Thank you for taking the time to share your experience with us. We deeply regret that you left our Cape Gate store feeling dissatisfied and disappointed, especially with regard to the service you received from Tania and our team.
First, we want to address your concern about the health of the fish you purchased. At Petworld, we take fish health very seriously and have strict protocols in place to ensure the well-being of all our livestock. Marine fish are quarantined for one week when they enter our tanks to ensure their health. For all our fish, we closely monitor their health, and at the first sign of any suspected illness, the affected tanks are immediately isolated, and the fish receive the necessary care to restore their health. Our zero-tolerance policy means that only healthy fish are available for sale, as we are committed to upholding high standards for both animal care and customer satisfaction.
As for our livestock policy, once fish or any other live animals leave our store, we are unable to offer refunds or exchanges. This policy exists for two primary reasons: first, we cannot control the environment the fish are placed into after purchase, and any number of factors—such as transportation stress, time out of water, and variations in tank conditions like pH and temperature—can significantly impact a fish's health. Second, accepting livestock returns could introduce potential health risks to other animals in our store. Allowing returned fish back into our tanks could expose healthy fish to disease, which we work hard to prevent. We strive to empower fish keepers by providing comprehensive information on fish care as well as the products needed to maintain a healthy tank environment. Our dedicated fish care team is always on hand for consultation to support our customers in achieving successful fish keeping.
We also apologise for the miscommunication regarding our refund policy for livestock. The cashier was unfortunately not aware of this policy, and we take full responsibility for that oversight. We have since ensured that all team members are up to date on our livestock policies to prevent any future misunderstandings.
Regarding your interaction with Tania, we are sorry that you felt the service you received did not reflect our standards of professionalism and customer care. Tania is a long-standing and valued member of our team, known for her extensive knowledge of pet care and her dedication to helping customers make the best choices for their animals. However, we acknowledge that every team member may not be at their best every day, and if our response on that day was less than courteous or attentive, we sincerely apologise. We pride ourselves on delivering kind, attentive and knowledgeable service consistently, and, regrettably, your experience did not reflect the high standards we aim to uphold.
Thank you again for bringing these matters to our attention. We value your feedback and will use it to improve the service we provide. If there is anything further, we can do to address your concerns, please feel free to reach out to us directly. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
Warm regards,
Vannessa
Thank you for taking the time to share your experience with us. We deeply regret that you left our Cape Gate store feeling dissatisfied and disappointed, especially with regard to the service you received from Tania and our team.
First, we want to address your concern about the health of the fish you purchased. At Petworld, we take fish health very seriously and have strict protocols in place to ensure the well-being of all our livestock. Marine fish are quarantined for one week when they enter our tanks to ensure their health. For all our fish, we closely monitor their health, and at the first sign of any suspected illness, the affected tanks are immediately isolated, and the fish receive the necessary care to restore their health. Our zero-tolerance policy means that only healthy fish are available for sale, as we are committed to upholding high standards for both animal care and customer satisfaction.
As for our livestock policy, once fish or any other live animals leave our store, we are unable to offer refunds or exchanges. This policy exists for two primary reasons: first, we cannot control the environment the fish are placed into after purchase, and any number of factors—such as transportation stress, time out of water, and variations in tank conditions like pH and temperature—can significantly impact a fish's health. Second, accepting livestock returns could introduce potential health risks to other animals in our store. Allowing returned fish back into our tanks could expose healthy fish to disease, which we work hard to prevent. We strive to empower fish keepers by providing comprehensive information on fish care as well as the products needed to maintain a healthy tank environment. Our dedicated fish care team is always on hand for consultation to support our customers in achieving successful fish keeping.
We also apologise for the miscommunication regarding our refund policy for livestock. The cashier was unfortunately not aware of this policy, and we take full responsibility for that oversight. We have since ensured that all team members are up to date on our livestock policies to prevent any future misunderstandings.
Regarding your interaction with Tania, we are sorry that you felt the service you received did not reflect our standards of professionalism and customer care. Tania is a long-standing and valued member of our team, known for her extensive knowledge of pet care and her dedication to helping customers make the best choices for their animals. However, we acknowledge that every team member may not be at their best every day, and if our response on that day was less than courteous or attentive, we sincerely apologise. We pride ourselves on delivering kind, attentive and knowledgeable service consistently, and, regrettably, your experience did not reflect the high standards we aim to uphold.
Thank you again for bringing these matters to our attention. We value your feedback and will use it to improve the service we provide. If there is anything further, we can do to address your concerns, please feel free to reach out to us directly. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
Warm regards,
Vannessa
Petworld's reply14 Nov 2024, 14:44
Official
Dear Marilese,
Thank you for taking the time to share your experience with us. We deeply regret that you left our Cape Gate store feeling dissatisfied and disappointed, especially with regard to the service you received from Tania and our team.
First, we want to address your concern about the health of the fish you purchased. At Petworld, we take fish health very seriously and have strict protocols in place to ensure the well-being of all our livestock. Marine fish are quarantined for one week when they enter our tanks to ensure their health. For all our fish, we closely monitor their health, and at the first sign of any suspected illness, the affected tanks are immediately isolated, and the fish receive the necessary care to restore their health. Our zero-tolerance policy means that only healthy fish are available for sale, as we are committed to upholding high standards for both animal care and customer satisfaction.
As for our livestock policy, once fish or any other live animals leave our store, we are unable to offer refunds or exchanges. This policy exists for two primary reasons: first, we cannot control the environment the fish are placed into after purchase, and any number of factors—such as transportation stress, time out of water, and variations in tank conditions like pH and temperature—can significantly impact a fish's health. Second, accepting livestock returns could introduce potential health risks to other animals in our store. Allowing returned fish back into our tanks could expose healthy fish to disease, which we work hard to prevent. We strive to empower fish keepers by providing comprehensive information on fish care as well as the products needed to maintain a healthy tank environment. Our dedicated fish care team is always on hand for consultation to support our customers in achieving successful fish keeping.
We also apologise for the miscommunication regarding our refund policy for livestock. The cashier was unfortunately not aware of this policy, and we take full responsibility for that oversight. We have since ensured that all team members are up to date on our livestock policies to prevent any future misunderstandings.
Regarding your interaction with Tania, we are sorry that you felt the service you received did not reflect our standards of professionalism and customer care. Tania is a long-standing and valued member of our team, known for her extensive knowledge of pet care and her dedication to helping customers make the best choices for their animals. However, we acknowledge that every team member may not be at their best every day, and if our response on that day was less than courteous or attentive, we sincerely apologise. We pride ourselves on delivering kind, attentive and knowledgeable service consistently, and, regrettably, your experience did not reflect the high standards we aim to uphold.
Thank you again for bringing these matters to our attention. We value your feedback and will use it to improve the service we provide. If there is anything further, we can do to address your concerns, please feel free to reach out to us directly. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
Warm regards,
Vannessa
Thank you for taking the time to share your experience with us. We deeply regret that you left our Cape Gate store feeling dissatisfied and disappointed, especially with regard to the service you received from Tania and our team.
First, we want to address your concern about the health of the fish you purchased. At Petworld, we take fish health very seriously and have strict protocols in place to ensure the well-being of all our livestock. Marine fish are quarantined for one week when they enter our tanks to ensure their health. For all our fish, we closely monitor their health, and at the first sign of any suspected illness, the affected tanks are immediately isolated, and the fish receive the necessary care to restore their health. Our zero-tolerance policy means that only healthy fish are available for sale, as we are committed to upholding high standards for both animal care and customer satisfaction.
As for our livestock policy, once fish or any other live animals leave our store, we are unable to offer refunds or exchanges. This policy exists for two primary reasons: first, we cannot control the environment the fish are placed into after purchase, and any number of factors—such as transportation stress, time out of water, and variations in tank conditions like pH and temperature—can significantly impact a fish's health. Second, accepting livestock returns could introduce potential health risks to other animals in our store. Allowing returned fish back into our tanks could expose healthy fish to disease, which we work hard to prevent. We strive to empower fish keepers by providing comprehensive information on fish care as well as the products needed to maintain a healthy tank environment. Our dedicated fish care team is always on hand for consultation to support our customers in achieving successful fish keeping.
We also apologise for the miscommunication regarding our refund policy for livestock. The cashier was unfortunately not aware of this policy, and we take full responsibility for that oversight. We have since ensured that all team members are up to date on our livestock policies to prevent any future misunderstandings.
Regarding your interaction with Tania, we are sorry that you felt the service you received did not reflect our standards of professionalism and customer care. Tania is a long-standing and valued member of our team, known for her extensive knowledge of pet care and her dedication to helping customers make the best choices for their animals. However, we acknowledge that every team member may not be at their best every day, and if our response on that day was less than courteous or attentive, we sincerely apologise. We pride ourselves on delivering kind, attentive and knowledgeable service consistently, and, regrettably, your experience did not reflect the high standards we aim to uphold.
Thank you again for bringing these matters to our attention. We value your feedback and will use it to improve the service we provide. If there is anything further, we can do to address your concerns, please feel free to reach out to us directly. Your satisfaction is important to us, and we hope to have the opportunity to serve you better in the future.
Warm regards,
Vannessa