MN
Megan N
1 reviews | Active since Jun 2017
08 Dec 2023, 10:03
Pet World - What a joke!
To say the service received from Pet World has been disappointing is an understatement. I placed my first order with them on the 30th of November and to date still have not received anything (8 days later). The excuse I keep getting is that they are backlogged with Black Friday orders. Firstly, this is not my problem, and secondly, why was it never communicated to me that this would be the case? No one replies on the contact numbers provided, and the so-called chatbot takes 1-2 days before anyone assists you. What a joke! and with their high delivery costs, I really expected better. Be warned those who use this service, it is a disaster, and you will be left hanging in the dark. Worst service EVER.
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Petworld's replyOfficial
24 Jan 2024, 15:43Dear Megan,
I am Tertius Dixon, COO of Petworld, and I want to directly address your concerns regarding your recent experience with us. Your order, number 21080, placed on November 30th, 2023, and your subsequent feedback, provide crucial insights into areas where we have not lived up to our standards.
You are correct in pointing out that the backlog from Black Friday, which affected the delivery of your plush toy chicken, was our challenge to manage. The delay in getting your order delivered, which was only confirmed by Fastway on December 19th for a delivery initially expected around December 5th, is a lapse in our service that we take full responsibility for. This delay, almost three weeks late, is not in line with the experience we strive to provide our customers.
Your criticism regarding our communication during this period is valid and well-received. The lack of timely updates and the delay in response from our team, taking 1 to 3 days, are issues we have recognized and are actively addressing. We understand your frustration, especially considering the high delivery costs you mentioned. I assure you that our shipping costs are set competitively and remember that we offer free shipping for orders over R499.
In response to your experience and similar feedback, we have implemented significant changes. Our customer response team has doubled in size, ensuring more efficient and timely communication. Furthermore, we have updated our logistics processes to guarantee that orders are delivered to our customers within 1 to 3 days of placing the order, not just dispatched.
I deeply regret the inconvenience and disappointment you faced and sincerely apologize for falling short of your, and our own, expectations. We are committed to continuous improvement, and your candid feedback has been instrumental in guiding these changes.
We value the opportunity to serve you and your pets, and I would like to extend a personal invitation for you to experience the improved Petworld service. Your trust in us is paramount, and we are dedicated to restoring it.
Thank you for your forthrightness, Megan. It is only through honest feedback like yours that we can grow and better serve our valued customers.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, COO of Petworld, and I want to directly address your concerns regarding your recent experience with us. Your order, number 21080, placed on November 30th, 2023, and your subsequent feedback, provide crucial insights into areas where we have not lived up to our standards.
You are correct in pointing out that the backlog from Black Friday, which affected the delivery of your plush toy chicken, was our challenge to manage. The delay in getting your order delivered, which was only confirmed by Fastway on December 19th for a delivery initially expected around December 5th, is a lapse in our service that we take full responsibility for. This delay, almost three weeks late, is not in line with the experience we strive to provide our customers.
Your criticism regarding our communication during this period is valid and well-received. The lack of timely updates and the delay in response from our team, taking 1 to 3 days, are issues we have recognized and are actively addressing. We understand your frustration, especially considering the high delivery costs you mentioned. I assure you that our shipping costs are set competitively and remember that we offer free shipping for orders over R499.
In response to your experience and similar feedback, we have implemented significant changes. Our customer response team has doubled in size, ensuring more efficient and timely communication. Furthermore, we have updated our logistics processes to guarantee that orders are delivered to our customers within 1 to 3 days of placing the order, not just dispatched.
I deeply regret the inconvenience and disappointment you faced and sincerely apologize for falling short of your, and our own, expectations. We are committed to continuous improvement, and your candid feedback has been instrumental in guiding these changes.
We value the opportunity to serve you and your pets, and I would like to extend a personal invitation for you to experience the improved Petworld service. Your trust in us is paramount, and we are dedicated to restoring it.
Thank you for your forthrightness, Megan. It is only through honest feedback like yours that we can grow and better serve our valued customers.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply24 Jan 2024, 15:43
Official
Dear Megan,
I am Tertius Dixon, COO of Petworld, and I want to directly address your concerns regarding your recent experience with us. Your order, number 21080, placed on November 30th, 2023, and your subsequent feedback, provide crucial insights into areas where we have not lived up to our standards.
You are correct in pointing out that the backlog from Black Friday, which affected the delivery of your plush toy chicken, was our challenge to manage. The delay in getting your order delivered, which was only confirmed by Fastway on December 19th for a delivery initially expected around December 5th, is a lapse in our service that we take full responsibility for. This delay, almost three weeks late, is not in line with the experience we strive to provide our customers.
Your criticism regarding our communication during this period is valid and well-received. The lack of timely updates and the delay in response from our team, taking 1 to 3 days, are issues we have recognized and are actively addressing. We understand your frustration, especially considering the high delivery costs you mentioned. I assure you that our shipping costs are set competitively and remember that we offer free shipping for orders over R499.
In response to your experience and similar feedback, we have implemented significant changes. Our customer response team has doubled in size, ensuring more efficient and timely communication. Furthermore, we have updated our logistics processes to guarantee that orders are delivered to our customers within 1 to 3 days of placing the order, not just dispatched.
I deeply regret the inconvenience and disappointment you faced and sincerely apologize for falling short of your, and our own, expectations. We are committed to continuous improvement, and your candid feedback has been instrumental in guiding these changes.
We value the opportunity to serve you and your pets, and I would like to extend a personal invitation for you to experience the improved Petworld service. Your trust in us is paramount, and we are dedicated to restoring it.
Thank you for your forthrightness, Megan. It is only through honest feedback like yours that we can grow and better serve our valued customers.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, COO of Petworld, and I want to directly address your concerns regarding your recent experience with us. Your order, number 21080, placed on November 30th, 2023, and your subsequent feedback, provide crucial insights into areas where we have not lived up to our standards.
You are correct in pointing out that the backlog from Black Friday, which affected the delivery of your plush toy chicken, was our challenge to manage. The delay in getting your order delivered, which was only confirmed by Fastway on December 19th for a delivery initially expected around December 5th, is a lapse in our service that we take full responsibility for. This delay, almost three weeks late, is not in line with the experience we strive to provide our customers.
Your criticism regarding our communication during this period is valid and well-received. The lack of timely updates and the delay in response from our team, taking 1 to 3 days, are issues we have recognized and are actively addressing. We understand your frustration, especially considering the high delivery costs you mentioned. I assure you that our shipping costs are set competitively and remember that we offer free shipping for orders over R499.
In response to your experience and similar feedback, we have implemented significant changes. Our customer response team has doubled in size, ensuring more efficient and timely communication. Furthermore, we have updated our logistics processes to guarantee that orders are delivered to our customers within 1 to 3 days of placing the order, not just dispatched.
I deeply regret the inconvenience and disappointment you faced and sincerely apologize for falling short of your, and our own, expectations. We are committed to continuous improvement, and your candid feedback has been instrumental in guiding these changes.
We value the opportunity to serve you and your pets, and I would like to extend a personal invitation for you to experience the improved Petworld service. Your trust in us is paramount, and we are dedicated to restoring it.
Thank you for your forthrightness, Megan. It is only through honest feedback like yours that we can grow and better serve our valued customers.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld