MG
Michelle G
1 reviews | Active since Dec 2023
08 Dec 2023, 12:52
Huge disappointment with online store
I've been buying my pets' (cats, dog and fish) food at Pet World Cape Gate for about seven years now. This year I saw some things I needed on their Black Friday online sale and decided to order as I don't get off work in time to get to the store. After two weeks and no response on my e-mail, I got half the items that I ordered. The items I got also happened to be all the cheapest items, adding up to only a fifth of the money I spent. What a huge disappointment. I was really looking forward to spoiling my animals a bit and I was so excited about the order. Now I just feel ********** and sad.
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Petworld's replyOfficial
26 Jan 2024, 12:08Dear Michelle,
I am Tertius Dixon, Chief Operating Officer at Petworld, and I want to extend my sincerest apologies for the disappointment and frustration you experienced with your recent online order. Knowing you have been a loyal customer for seven years, it saddens me to hear about your latest experience.
The partial fulfillment of your Black Friday order, particularly only receiving a fraction of the items and those being the least expensive, is not the standard we strive for. I understand how eagerly you were looking forward to spoiling your pets, and I am truly sorry that we let you down.
This lapse occurred during a period of significant changes within our company, impacting our ability to deliver your complete order. However, this explanation does not excuse the inconvenience caused to you.
I assure you, we have since implemented new shipping processes and inventory control measures to ensure such issues do not recur. Our customer service team has expanded to four members, dedicated to promptly addressing queries and updates on orders.
I invite you to experience the changes we have made. We are eager to demonstrate our improved service, timely delivery, and the comprehensive range of products we offer. Your satisfaction is paramount to us, and we hope to have the opportunity to provide you with the exceptional service you deserve.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, and I want to extend my sincerest apologies for the disappointment and frustration you experienced with your recent online order. Knowing you have been a loyal customer for seven years, it saddens me to hear about your latest experience.
The partial fulfillment of your Black Friday order, particularly only receiving a fraction of the items and those being the least expensive, is not the standard we strive for. I understand how eagerly you were looking forward to spoiling your pets, and I am truly sorry that we let you down.
This lapse occurred during a period of significant changes within our company, impacting our ability to deliver your complete order. However, this explanation does not excuse the inconvenience caused to you.
I assure you, we have since implemented new shipping processes and inventory control measures to ensure such issues do not recur. Our customer service team has expanded to four members, dedicated to promptly addressing queries and updates on orders.
I invite you to experience the changes we have made. We are eager to demonstrate our improved service, timely delivery, and the comprehensive range of products we offer. Your satisfaction is paramount to us, and we hope to have the opportunity to provide you with the exceptional service you deserve.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply26 Jan 2024, 12:08
Official
Dear Michelle,
I am Tertius Dixon, Chief Operating Officer at Petworld, and I want to extend my sincerest apologies for the disappointment and frustration you experienced with your recent online order. Knowing you have been a loyal customer for seven years, it saddens me to hear about your latest experience.
The partial fulfillment of your Black Friday order, particularly only receiving a fraction of the items and those being the least expensive, is not the standard we strive for. I understand how eagerly you were looking forward to spoiling your pets, and I am truly sorry that we let you down.
This lapse occurred during a period of significant changes within our company, impacting our ability to deliver your complete order. However, this explanation does not excuse the inconvenience caused to you.
I assure you, we have since implemented new shipping processes and inventory control measures to ensure such issues do not recur. Our customer service team has expanded to four members, dedicated to promptly addressing queries and updates on orders.
I invite you to experience the changes we have made. We are eager to demonstrate our improved service, timely delivery, and the comprehensive range of products we offer. Your satisfaction is paramount to us, and we hope to have the opportunity to provide you with the exceptional service you deserve.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, and I want to extend my sincerest apologies for the disappointment and frustration you experienced with your recent online order. Knowing you have been a loyal customer for seven years, it saddens me to hear about your latest experience.
The partial fulfillment of your Black Friday order, particularly only receiving a fraction of the items and those being the least expensive, is not the standard we strive for. I understand how eagerly you were looking forward to spoiling your pets, and I am truly sorry that we let you down.
This lapse occurred during a period of significant changes within our company, impacting our ability to deliver your complete order. However, this explanation does not excuse the inconvenience caused to you.
I assure you, we have since implemented new shipping processes and inventory control measures to ensure such issues do not recur. Our customer service team has expanded to four members, dedicated to promptly addressing queries and updates on orders.
I invite you to experience the changes we have made. We are eager to demonstrate our improved service, timely delivery, and the comprehensive range of products we offer. Your satisfaction is paramount to us, and we hope to have the opportunity to provide you with the exceptional service you deserve.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld