1 reviews | Active since Oct 2020
******* pet store - very unprofessional and disorganised
What a ******* place. My rabbits didn’t have much food left so I ordered from Petworld as their delivery policy states “ Orders placed before 16:00 on business days (Monday–Friday) will be processed and dispatched on the same day.” (pasted from the website). I live not too far from PW Fourways but don’t have a car to go in store. 3 days later I follow up with these people and they tell me the pet food I ordered was eaten by rats and not dispatched. No update nothing I had to follow up. Fast forward 6 days later I still have not received my order and it’s been out for delivery since Friday May 9, 2025. I order on May 5, 2025 and now they have run out of excuses. A refund takes 3-7 business days. I ordered emergency food from Absolute Pets and got it the same day.
You were absolutely right to expect better from us.
When you placed your order, it was with the clear and reasonable belief that we'd deliver promptly, professionally, and with care—especially knowing your rabbits were running low on food. Instead, you found yourself having to follow up repeatedly, face confusing or delayed responses, and ultimately feel like the responsibility to resolve the issue fell on you. That’s unacceptable, and deeply disappointing—for you, and for us.
We didn’t just miss a delivery window. We missed the mark on communication, accountability, and urgency. At every stage, you had to push for answers you should never have had to ask for. And you did so with clarity, fairness, and more patience than we deserved.
We’re relieved the order has now been delivered, but we know that doesn’t undo the inconvenience or the trust that's been shaken. If the substituted product is not what you were expecting, please know we will arrange a return and refund without hesitation.
Internally, your experience is being reviewed to identify the specific failings—because this wasn’t a one-off hiccup, it was a clear systems failure, and we are owning that. Your feedback, though difficult to read, has been invaluable. It's holding us to a standard we should already be meeting.
Nadine, thank you for your candour. You didn’t just point out a problem—you gave us the opportunity to do better. We intend to earn that chance.
Sincere regards,
Vannessa
Brand Communications Specialist
You were absolutely right to expect better from us.
When you placed your order, it was with the clear and reasonable belief that we'd deliver promptly, professionally, and with care—especially knowing your rabbits were running low on food. Instead, you found yourself having to follow up repeatedly, face confusing or delayed responses, and ultimately feel like the responsibility to resolve the issue fell on you. That’s unacceptable, and deeply disappointing—for you, and for us.
We didn’t just miss a delivery window. We missed the mark on communication, accountability, and urgency. At every stage, you had to push for answers you should never have had to ask for. And you did so with clarity, fairness, and more patience than we deserved.
We’re relieved the order has now been delivered, but we know that doesn’t undo the inconvenience or the trust that's been shaken. If the substituted product is not what you were expecting, please know we will arrange a return and refund without hesitation.
Internally, your experience is being reviewed to identify the specific failings—because this wasn’t a one-off hiccup, it was a clear systems failure, and we are owning that. Your feedback, though difficult to read, has been invaluable. It's holding us to a standard we should already be meeting.
Nadine, thank you for your candour. You didn’t just point out a problem—you gave us the opportunity to do better. We intend to earn that chance.
Sincere regards,
Vannessa
Brand Communications Specialist