MP
MALCOLM P
1 reviews | Active since Jun 2011
30 May 2024, 18:55
Long Delay with shipping...
I placed an order on Tuesday at 08:30am and it is Thursday 7pm and my order has still not been shipped. Despite the fact that there was a public holiday on Wednesday, the shipping policy states orders placed before 4pm will be shipped so this was not shipped on Tuesday or Wednesday. Customer Care sends generic replies that they will follow up but that's where it ends. This is now the 2nd time in a month that I have this same problem. Your shipping policy is misleading to consumers as all items are in stock.
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Replies (3)MP
MALCOLM P's updateReviewer Update
30 May 2024, 18:57Order should have been shipped pn Tuesday or Thursday
MP
MALCOLM P's update30 May 2024, 18:57
Reviewer Update
Order should have been shipped pn Tuesday or Thursday
MP
MALCOLM P's updateReviewer Update
31 May 2024, 13:34It is now Friday 31 May - 13:30 - still no update on my order. Customer Care has logged 2 requests with the relevant team for an update and there has been no notes or feedback. Basically after 72 hours since order and items that were all in stock (and still in stock on the website) no-one knows why my order is laying eggs in the system
MP
MALCOLM P's update31 May 2024, 13:34
Reviewer Update
It is now Friday 31 May - 13:30 - still no update on my order. Customer Care has logged 2 requests with the relevant team for an update and there has been no notes or feedback. Basically after 72 hours since order and items that were all in stock (and still in stock on the website) no-one knows why my order is laying eggs in the system
Petworld's replyOfficial
03 Jun 2024, 15:10Dear Malcolm,
I want to extend my sincerest apologies for the delays and the frustration you have experienced with your recent order. Your feedback is truly invaluable to us, and I assure you that we are taking your concerns very seriously.
I have conducted further investigation into the issues surrounding your order and would like to provide a new, comprehensive explanation of what occurred and what we are doing about it:
Order Delay: Your order, placed on Tuesday morning, should have been processed promptly. Regrettably, due to a backlog and an oversight on our part, your order was not picked and packed within the expected timeframe.
Public Holiday Impact: The public holiday on Wednesday contributed to a further delay in processing. However, I acknowledge that this should not have affected your order given that it was placed well before the holiday.
Communication Breakdown: There was miscommunication within our team due to the transition between e-commerce platforms. This changeover caused some requests and updates to be split between platforms, leading to a lack of timely follow-up on your order status. I did not include this information in my previous email to you as I was not aware of the transition at the time and how it most likely affected the communications around your order.
Customer Service Response: Our customer service team logged two requests to follow up on your order, but these were unfortunately not actioned promptly. This failure to communicate effectively is a result of the transition noted above, added to your frustration and was a significant oversight on our part.
In response to these issues, we are implementing the following improvements:
Improved Communication: We are establishing a more robust system to ensure customer inquiries are tracked and resolved promptly, even during staff absences. We have scheduled a meeting around this topic for Thursday.
Order Processing Review: We are reviewing our order processing protocols to prevent future delays and ensure all orders are fulfilled promptly. Our new platform will mitigate these delays.
Customer Service Training: Our team is undergoing additional training to even further enhance their responsiveness and ability to provide timely information to our customers. Training around this issue starts on Wednesday.
I have also passed along your notes about the packing of orders after 4 pm to our website manager for review. We are committed to addressing these concerns to prevent such issues from recurring.
Once again, I apologize for the inconvenience and frustration this has caused. Your input has been invaluable in highlighting areas that need improvement, and I appreciate your feedback.
If you have any further concerns or questions, please do not hesitate to contact me directly at my email which you have.
Warm regards,
Vannessa
Petworld Customer Service
I want to extend my sincerest apologies for the delays and the frustration you have experienced with your recent order. Your feedback is truly invaluable to us, and I assure you that we are taking your concerns very seriously.
I have conducted further investigation into the issues surrounding your order and would like to provide a new, comprehensive explanation of what occurred and what we are doing about it:
Order Delay: Your order, placed on Tuesday morning, should have been processed promptly. Regrettably, due to a backlog and an oversight on our part, your order was not picked and packed within the expected timeframe.
Public Holiday Impact: The public holiday on Wednesday contributed to a further delay in processing. However, I acknowledge that this should not have affected your order given that it was placed well before the holiday.
Communication Breakdown: There was miscommunication within our team due to the transition between e-commerce platforms. This changeover caused some requests and updates to be split between platforms, leading to a lack of timely follow-up on your order status. I did not include this information in my previous email to you as I was not aware of the transition at the time and how it most likely affected the communications around your order.
Customer Service Response: Our customer service team logged two requests to follow up on your order, but these were unfortunately not actioned promptly. This failure to communicate effectively is a result of the transition noted above, added to your frustration and was a significant oversight on our part.
In response to these issues, we are implementing the following improvements:
Improved Communication: We are establishing a more robust system to ensure customer inquiries are tracked and resolved promptly, even during staff absences. We have scheduled a meeting around this topic for Thursday.
Order Processing Review: We are reviewing our order processing protocols to prevent future delays and ensure all orders are fulfilled promptly. Our new platform will mitigate these delays.
Customer Service Training: Our team is undergoing additional training to even further enhance their responsiveness and ability to provide timely information to our customers. Training around this issue starts on Wednesday.
I have also passed along your notes about the packing of orders after 4 pm to our website manager for review. We are committed to addressing these concerns to prevent such issues from recurring.
Once again, I apologize for the inconvenience and frustration this has caused. Your input has been invaluable in highlighting areas that need improvement, and I appreciate your feedback.
If you have any further concerns or questions, please do not hesitate to contact me directly at my email which you have.
Warm regards,
Vannessa
Petworld Customer Service
Best regards,
Petworld's reply03 Jun 2024, 15:10
Official
Dear Malcolm,
I want to extend my sincerest apologies for the delays and the frustration you have experienced with your recent order. Your feedback is truly invaluable to us, and I assure you that we are taking your concerns very seriously.
I have conducted further investigation into the issues surrounding your order and would like to provide a new, comprehensive explanation of what occurred and what we are doing about it:
Order Delay: Your order, placed on Tuesday morning, should have been processed promptly. Regrettably, due to a backlog and an oversight on our part, your order was not picked and packed within the expected timeframe.
Public Holiday Impact: The public holiday on Wednesday contributed to a further delay in processing. However, I acknowledge that this should not have affected your order given that it was placed well before the holiday.
Communication Breakdown: There was miscommunication within our team due to the transition between e-commerce platforms. This changeover caused some requests and updates to be split between platforms, leading to a lack of timely follow-up on your order status. I did not include this information in my previous email to you as I was not aware of the transition at the time and how it most likely affected the communications around your order.
Customer Service Response: Our customer service team logged two requests to follow up on your order, but these were unfortunately not actioned promptly. This failure to communicate effectively is a result of the transition noted above, added to your frustration and was a significant oversight on our part.
In response to these issues, we are implementing the following improvements:
Improved Communication: We are establishing a more robust system to ensure customer inquiries are tracked and resolved promptly, even during staff absences. We have scheduled a meeting around this topic for Thursday.
Order Processing Review: We are reviewing our order processing protocols to prevent future delays and ensure all orders are fulfilled promptly. Our new platform will mitigate these delays.
Customer Service Training: Our team is undergoing additional training to even further enhance their responsiveness and ability to provide timely information to our customers. Training around this issue starts on Wednesday.
I have also passed along your notes about the packing of orders after 4 pm to our website manager for review. We are committed to addressing these concerns to prevent such issues from recurring.
Once again, I apologize for the inconvenience and frustration this has caused. Your input has been invaluable in highlighting areas that need improvement, and I appreciate your feedback.
If you have any further concerns or questions, please do not hesitate to contact me directly at my email which you have.
Warm regards,
Vannessa
Petworld Customer Service
I want to extend my sincerest apologies for the delays and the frustration you have experienced with your recent order. Your feedback is truly invaluable to us, and I assure you that we are taking your concerns very seriously.
I have conducted further investigation into the issues surrounding your order and would like to provide a new, comprehensive explanation of what occurred and what we are doing about it:
Order Delay: Your order, placed on Tuesday morning, should have been processed promptly. Regrettably, due to a backlog and an oversight on our part, your order was not picked and packed within the expected timeframe.
Public Holiday Impact: The public holiday on Wednesday contributed to a further delay in processing. However, I acknowledge that this should not have affected your order given that it was placed well before the holiday.
Communication Breakdown: There was miscommunication within our team due to the transition between e-commerce platforms. This changeover caused some requests and updates to be split between platforms, leading to a lack of timely follow-up on your order status. I did not include this information in my previous email to you as I was not aware of the transition at the time and how it most likely affected the communications around your order.
Customer Service Response: Our customer service team logged two requests to follow up on your order, but these were unfortunately not actioned promptly. This failure to communicate effectively is a result of the transition noted above, added to your frustration and was a significant oversight on our part.
In response to these issues, we are implementing the following improvements:
Improved Communication: We are establishing a more robust system to ensure customer inquiries are tracked and resolved promptly, even during staff absences. We have scheduled a meeting around this topic for Thursday.
Order Processing Review: We are reviewing our order processing protocols to prevent future delays and ensure all orders are fulfilled promptly. Our new platform will mitigate these delays.
Customer Service Training: Our team is undergoing additional training to even further enhance their responsiveness and ability to provide timely information to our customers. Training around this issue starts on Wednesday.
I have also passed along your notes about the packing of orders after 4 pm to our website manager for review. We are committed to addressing these concerns to prevent such issues from recurring.
Once again, I apologize for the inconvenience and frustration this has caused. Your input has been invaluable in highlighting areas that need improvement, and I appreciate your feedback.
If you have any further concerns or questions, please do not hesitate to contact me directly at my email which you have.
Warm regards,
Vannessa
Petworld Customer Service
Best regards,