AH
Anthony H
1 reviews | Active since Apr 2023
22 Sept 2023, 10:56
Pathetic Customer Service Petworld Online
1 star is not even what the customer service from Petworld Online deserves. I placed an order on the 19.09.23 and normally delivery is within 2-3days so I was expecting delivery by 22 but noticed my order was still processing by 21st so I sent emails to check on the progress. I was told that my request will be checked with the store, I waited and then tried to call they customer service number which they never answer and when they finally do answer I was told that because the shipping is being done from Capetown and not Roderport my order will only reach me next week as to which I asked for a cancelation to be processed and a refund to be done as I needed to get my food by the weekend. This morning the 22nd I send another email to have my refund processed to which a get an email that a refund will take between 3-12 days which is ridiculous because when you do a payment to Petworld it's done immediately. This pathetic customer service is unexplainable and I don't think they even know what customer service is all about.
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Petworld's replyOfficial
31 Jan 2024, 12:17Dear Anthony,
I am Tertius Dixon, COO of Petworld, and I wish to address your dissatisfaction with the service you've encountered.
Your expectation of prompt delivery for the order placed on 19.09.23 was met with an unforeseen delay, and I deeply regret that your items were not dispatched as quickly as anticipated. On the 21st, when you sought clarity, our team's commitment to check with the store fell short of providing you with the immediate resolution you needed.
The subsequent phone call that led to the revelation of an additional wait for your shipment from Cape Town was not the news we wanted to deliver. Understandably, this prompted your request for cancellation and a refund. The necessity for multiple emails to affirm the cancellation reflects a lapse in our service efficiency for which I apologise.
Concerning the refund, it's imperative to acknowledge that our process, managed through Paystack, does indeed take between 3 to 12 days – a standard timeframe in line with banking policies. However, this should have been communicated to you transparently during your interactions with our team, and I apologisze for this oversight.
We have since updated our delivery promise to a 1-5 day window to better manage expectations for distant deliveries and stock availability. I also want to assure you that our customer service capacity has been enhanced – we've doubled our team and overhauled our communication systems to address customer queries promptly and efficiently.
Our warehouse staff has increased, and our fulfilment processes have been optimized to ensure orders are dispatched swiftly and accurately. While these changes came after your experience, they are indicative of our commitment to service improvement.
Your encounter serves as a vital lesson in our continued efforts to excel in customer care. We understand these improvements do not change your initial experience, yet we hope they demonstrate our dedication to doing better.
We value the opportunity to serve you again, under these new standards, and offer you the customer experience you originally expected from us.
Thank you for your patience and for bringing these concerns to our attention. Your feedback has been essential to our growth.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, COO of Petworld, and I wish to address your dissatisfaction with the service you've encountered.
Your expectation of prompt delivery for the order placed on 19.09.23 was met with an unforeseen delay, and I deeply regret that your items were not dispatched as quickly as anticipated. On the 21st, when you sought clarity, our team's commitment to check with the store fell short of providing you with the immediate resolution you needed.
The subsequent phone call that led to the revelation of an additional wait for your shipment from Cape Town was not the news we wanted to deliver. Understandably, this prompted your request for cancellation and a refund. The necessity for multiple emails to affirm the cancellation reflects a lapse in our service efficiency for which I apologise.
Concerning the refund, it's imperative to acknowledge that our process, managed through Paystack, does indeed take between 3 to 12 days – a standard timeframe in line with banking policies. However, this should have been communicated to you transparently during your interactions with our team, and I apologisze for this oversight.
We have since updated our delivery promise to a 1-5 day window to better manage expectations for distant deliveries and stock availability. I also want to assure you that our customer service capacity has been enhanced – we've doubled our team and overhauled our communication systems to address customer queries promptly and efficiently.
Our warehouse staff has increased, and our fulfilment processes have been optimized to ensure orders are dispatched swiftly and accurately. While these changes came after your experience, they are indicative of our commitment to service improvement.
Your encounter serves as a vital lesson in our continued efforts to excel in customer care. We understand these improvements do not change your initial experience, yet we hope they demonstrate our dedication to doing better.
We value the opportunity to serve you again, under these new standards, and offer you the customer experience you originally expected from us.
Thank you for your patience and for bringing these concerns to our attention. Your feedback has been essential to our growth.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply31 Jan 2024, 12:17
Official
Dear Anthony,
I am Tertius Dixon, COO of Petworld, and I wish to address your dissatisfaction with the service you've encountered.
Your expectation of prompt delivery for the order placed on 19.09.23 was met with an unforeseen delay, and I deeply regret that your items were not dispatched as quickly as anticipated. On the 21st, when you sought clarity, our team's commitment to check with the store fell short of providing you with the immediate resolution you needed.
The subsequent phone call that led to the revelation of an additional wait for your shipment from Cape Town was not the news we wanted to deliver. Understandably, this prompted your request for cancellation and a refund. The necessity for multiple emails to affirm the cancellation reflects a lapse in our service efficiency for which I apologise.
Concerning the refund, it's imperative to acknowledge that our process, managed through Paystack, does indeed take between 3 to 12 days – a standard timeframe in line with banking policies. However, this should have been communicated to you transparently during your interactions with our team, and I apologisze for this oversight.
We have since updated our delivery promise to a 1-5 day window to better manage expectations for distant deliveries and stock availability. I also want to assure you that our customer service capacity has been enhanced – we've doubled our team and overhauled our communication systems to address customer queries promptly and efficiently.
Our warehouse staff has increased, and our fulfilment processes have been optimized to ensure orders are dispatched swiftly and accurately. While these changes came after your experience, they are indicative of our commitment to service improvement.
Your encounter serves as a vital lesson in our continued efforts to excel in customer care. We understand these improvements do not change your initial experience, yet we hope they demonstrate our dedication to doing better.
We value the opportunity to serve you again, under these new standards, and offer you the customer experience you originally expected from us.
Thank you for your patience and for bringing these concerns to our attention. Your feedback has been essential to our growth.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, COO of Petworld, and I wish to address your dissatisfaction with the service you've encountered.
Your expectation of prompt delivery for the order placed on 19.09.23 was met with an unforeseen delay, and I deeply regret that your items were not dispatched as quickly as anticipated. On the 21st, when you sought clarity, our team's commitment to check with the store fell short of providing you with the immediate resolution you needed.
The subsequent phone call that led to the revelation of an additional wait for your shipment from Cape Town was not the news we wanted to deliver. Understandably, this prompted your request for cancellation and a refund. The necessity for multiple emails to affirm the cancellation reflects a lapse in our service efficiency for which I apologise.
Concerning the refund, it's imperative to acknowledge that our process, managed through Paystack, does indeed take between 3 to 12 days – a standard timeframe in line with banking policies. However, this should have been communicated to you transparently during your interactions with our team, and I apologisze for this oversight.
We have since updated our delivery promise to a 1-5 day window to better manage expectations for distant deliveries and stock availability. I also want to assure you that our customer service capacity has been enhanced – we've doubled our team and overhauled our communication systems to address customer queries promptly and efficiently.
Our warehouse staff has increased, and our fulfilment processes have been optimized to ensure orders are dispatched swiftly and accurately. While these changes came after your experience, they are indicative of our commitment to service improvement.
Your encounter serves as a vital lesson in our continued efforts to excel in customer care. We understand these improvements do not change your initial experience, yet we hope they demonstrate our dedication to doing better.
We value the opportunity to serve you again, under these new standards, and offer you the customer experience you originally expected from us.
Thank you for your patience and for bringing these concerns to our attention. Your feedback has been essential to our growth.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld