TL
Thea L
1 reviews | Active since Feb 2017
08 Jul 2024, 11:33
No service
Sent 4 days ago...they just dont reply on email queries And RAM is beyond useless.....suppose that is why they have a 2 star rating ....so i cant even send them an email as they also do not reply Good day, I advised Ram online to change the delivery date but they still went ahead and made delivery date today when i advised them we will not be at home today or friday🤦🏻🤦🏻 please confirm whether they can deliver saturday otherwise monday UARCXDNQ
Kind regards
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Replies (1)
Petworld's replyOfficial
19 Jul 2024, 12:41Dear Tia,
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your parcel.
Let's go through the timeline to ensure we fully understand the situation:
We acknowledge that the gap in our communication left you uncertain and frustrated. Your request for a Saturday delivery was reasonable given your circumstances, and while we were unable to fulfil it due to policy restrictions, we should have communicated this more clearly and promptly. The delay in follow-up from our end is not indicative of our usual service excellence, and we deeply regret the oversight.
We understand your feelings and appreciate the validity of your concerns. We are genuinely sorry for leaving you unattended and for the lack of timely communication, which led to your resorting to a review platform to get a response. This lapse in service is uncharacteristic and does not reflect our commitment to reliable and attentive service.
Your feedback is greatly valued, as it helps us improve our services. We kindly ask for an opportunity to prove our reliability and attentiveness in the future.
Thank you for your patience and understanding throughout. Please do not hesitate to contact me directly at *** should you have any further questions or concerns, I'm here to assist.
Warm regards,
Vannessa
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your parcel.
Let's go through the timeline to ensure we fully understand the situation:
- Wednesday, July 3rd at 9:14 AM: You placed your order, which was collected by the courier on the same day.
- Wednesday, July 3rd at 6 PM: You requested a Saturday delivery.
- Thursday, July 4th: The parcel was out for delivery. Unfortunately, the delivery failed as you had errands to run on July 4th and 5th.
- Thursday, July 4th at 12:14 PM: Our customer service representative informed you that arranging for a Saturday delivery was difficult due to additional costs and that our couriers typically do not deliver on weekends. We were unable to fulfil your request.
- Thursday, July 4th at 12:47 PM: You had advised Ram online to change the delivery date, but they still went ahead and made the delivery date that day. You inquired about a Monday delivery instead but did not receive a response to this request.
- Thursday, July 4th at 2:44 PM: Our customer service representative contacted Bobgo, our courier management company, to follow up on your request with the courier RAM but did not receive timely feedback.
- Monday, July 8th at 11:33 AM: You posted a review on HelloPeter expressing your dissatisfaction with the service.
- Monday, July 8th at 11:35 AM: Our customer service representative contacted you to confirm that the couriers would be delivering your parcel that day. However, this response came after you had already posted your review due to an unrelated delay in our communication.
We acknowledge that the gap in our communication left you uncertain and frustrated. Your request for a Saturday delivery was reasonable given your circumstances, and while we were unable to fulfil it due to policy restrictions, we should have communicated this more clearly and promptly. The delay in follow-up from our end is not indicative of our usual service excellence, and we deeply regret the oversight.
We understand your feelings and appreciate the validity of your concerns. We are genuinely sorry for leaving you unattended and for the lack of timely communication, which led to your resorting to a review platform to get a response. This lapse in service is uncharacteristic and does not reflect our commitment to reliable and attentive service.
Your feedback is greatly valued, as it helps us improve our services. We kindly ask for an opportunity to prove our reliability and attentiveness in the future.
Thank you for your patience and understanding throughout. Please do not hesitate to contact me directly at *** should you have any further questions or concerns, I'm here to assist.
Warm regards,
Vannessa
Petworld's reply19 Jul 2024, 12:41
Official
Dear Tia,
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your parcel.
Let's go through the timeline to ensure we fully understand the situation:
We acknowledge that the gap in our communication left you uncertain and frustrated. Your request for a Saturday delivery was reasonable given your circumstances, and while we were unable to fulfil it due to policy restrictions, we should have communicated this more clearly and promptly. The delay in follow-up from our end is not indicative of our usual service excellence, and we deeply regret the oversight.
We understand your feelings and appreciate the validity of your concerns. We are genuinely sorry for leaving you unattended and for the lack of timely communication, which led to your resorting to a review platform to get a response. This lapse in service is uncharacteristic and does not reflect our commitment to reliable and attentive service.
Your feedback is greatly valued, as it helps us improve our services. We kindly ask for an opportunity to prove our reliability and attentiveness in the future.
Thank you for your patience and understanding throughout. Please do not hesitate to contact me directly at *** should you have any further questions or concerns, I'm here to assist.
Warm regards,
Vannessa
Thank you for bringing this to our attention and providing an account of your experience. I want to sincerely apologise for the inconvenience and frustration you faced with the delivery of your parcel.
Let's go through the timeline to ensure we fully understand the situation:
- Wednesday, July 3rd at 9:14 AM: You placed your order, which was collected by the courier on the same day.
- Wednesday, July 3rd at 6 PM: You requested a Saturday delivery.
- Thursday, July 4th: The parcel was out for delivery. Unfortunately, the delivery failed as you had errands to run on July 4th and 5th.
- Thursday, July 4th at 12:14 PM: Our customer service representative informed you that arranging for a Saturday delivery was difficult due to additional costs and that our couriers typically do not deliver on weekends. We were unable to fulfil your request.
- Thursday, July 4th at 12:47 PM: You had advised Ram online to change the delivery date, but they still went ahead and made the delivery date that day. You inquired about a Monday delivery instead but did not receive a response to this request.
- Thursday, July 4th at 2:44 PM: Our customer service representative contacted Bobgo, our courier management company, to follow up on your request with the courier RAM but did not receive timely feedback.
- Monday, July 8th at 11:33 AM: You posted a review on HelloPeter expressing your dissatisfaction with the service.
- Monday, July 8th at 11:35 AM: Our customer service representative contacted you to confirm that the couriers would be delivering your parcel that day. However, this response came after you had already posted your review due to an unrelated delay in our communication.
We acknowledge that the gap in our communication left you uncertain and frustrated. Your request for a Saturday delivery was reasonable given your circumstances, and while we were unable to fulfil it due to policy restrictions, we should have communicated this more clearly and promptly. The delay in follow-up from our end is not indicative of our usual service excellence, and we deeply regret the oversight.
We understand your feelings and appreciate the validity of your concerns. We are genuinely sorry for leaving you unattended and for the lack of timely communication, which led to your resorting to a review platform to get a response. This lapse in service is uncharacteristic and does not reflect our commitment to reliable and attentive service.
Your feedback is greatly valued, as it helps us improve our services. We kindly ask for an opportunity to prove our reliability and attentiveness in the future.
Thank you for your patience and understanding throughout. Please do not hesitate to contact me directly at *** should you have any further questions or concerns, I'm here to assist.
Warm regards,
Vannessa