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troy van der horst
1 reviews | Active since Jul 2014
29 Sept 2023, 08:40
Petworld Loyalty Points
Contacted Taryn at Petworld regarding loyalty points (credits that can be used for purchase) that were suddenly missing and thier app that was not working on 07 September 2023. The feedback was that the staff at N1 City would resolve the issue of the missing loyalty points and that the app was no longer working. With follow up emails I received excuses and that the matter was constantly being escalated. The value of loyalty points was close to the value of my dogs monthly food of R1600 and was being saved for such a purchase. On visiting N1 City Petworld to purchase dog food on 27 September 2023 the staff at N1 City confirmed that this issue can't be resolved at their level. I was also informed that more customers have this challenge regarding missing loyalty points. Almost a month has passed with no solution with the excuse that it is being escalated.
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Petworld's replyOfficial
31 Jan 2024, 11:55Dear Troy,
I am reaching out to you as the Chief Operating Officer of Petworld, to address the concerns you've raised regarding our loyalty points system.
I must first convey our regrets for the challenges you encountered when your loyalty points appeared missing, and the associated difficulties with our app on the 7th of September. I understand that this has caused a significant inconvenience, especially when these points are crucial for your budgeting needs.
It’s clear that the time taken to resolve this matter has been far longer than you — or we — would find acceptable. The assurances given to you were with the intention of swift resolution, and I apologize that we have not lived up to this expectation. We understand that even a temporary disconnection from our app can cause confusion and frustration. I assure you that during this period, no loyalty points were lost.
Your loyalty points have always been recorded on our system, and our records show that as of October 30th you had a balance of R1035.36 which you used to buy a bag of dog food using R995.10 which left you with a balance of R40.77 points. This aligns with the 5% loyalty credit earned from your total spend with Petworld since August 2022, which amounts to R1.025.14.
To ensure that such discrepancies do not recur, we have appointed a dedicated manager to oversee our loyalty points system. She has thoroughly reviewed your account and confirmed that all points earned and used are accounted for correctly as of now.
We are dedicated to making continuous improvements to our service and systems. We deeply value the trust and loyalty you have shown us by choosing Petworld for your pet care needs. Please accept our apologies for any inconvenience this situation has caused, and our commitment to providing you with the level of service you expect and deserve.
If there are any further concerns or clarifications needed, please feel free to reach out. We are here to ensure your satisfaction and to assist you in any way possible.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am reaching out to you as the Chief Operating Officer of Petworld, to address the concerns you've raised regarding our loyalty points system.
I must first convey our regrets for the challenges you encountered when your loyalty points appeared missing, and the associated difficulties with our app on the 7th of September. I understand that this has caused a significant inconvenience, especially when these points are crucial for your budgeting needs.
It’s clear that the time taken to resolve this matter has been far longer than you — or we — would find acceptable. The assurances given to you were with the intention of swift resolution, and I apologize that we have not lived up to this expectation. We understand that even a temporary disconnection from our app can cause confusion and frustration. I assure you that during this period, no loyalty points were lost.
Your loyalty points have always been recorded on our system, and our records show that as of October 30th you had a balance of R1035.36 which you used to buy a bag of dog food using R995.10 which left you with a balance of R40.77 points. This aligns with the 5% loyalty credit earned from your total spend with Petworld since August 2022, which amounts to R1.025.14.
To ensure that such discrepancies do not recur, we have appointed a dedicated manager to oversee our loyalty points system. She has thoroughly reviewed your account and confirmed that all points earned and used are accounted for correctly as of now.
We are dedicated to making continuous improvements to our service and systems. We deeply value the trust and loyalty you have shown us by choosing Petworld for your pet care needs. Please accept our apologies for any inconvenience this situation has caused, and our commitment to providing you with the level of service you expect and deserve.
If there are any further concerns or clarifications needed, please feel free to reach out. We are here to ensure your satisfaction and to assist you in any way possible.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,
Petworld's reply31 Jan 2024, 11:55
Official
Dear Troy,
I am reaching out to you as the Chief Operating Officer of Petworld, to address the concerns you've raised regarding our loyalty points system.
I must first convey our regrets for the challenges you encountered when your loyalty points appeared missing, and the associated difficulties with our app on the 7th of September. I understand that this has caused a significant inconvenience, especially when these points are crucial for your budgeting needs.
It’s clear that the time taken to resolve this matter has been far longer than you — or we — would find acceptable. The assurances given to you were with the intention of swift resolution, and I apologize that we have not lived up to this expectation. We understand that even a temporary disconnection from our app can cause confusion and frustration. I assure you that during this period, no loyalty points were lost.
Your loyalty points have always been recorded on our system, and our records show that as of October 30th you had a balance of R1035.36 which you used to buy a bag of dog food using R995.10 which left you with a balance of R40.77 points. This aligns with the 5% loyalty credit earned from your total spend with Petworld since August 2022, which amounts to R1.025.14.
To ensure that such discrepancies do not recur, we have appointed a dedicated manager to oversee our loyalty points system. She has thoroughly reviewed your account and confirmed that all points earned and used are accounted for correctly as of now.
We are dedicated to making continuous improvements to our service and systems. We deeply value the trust and loyalty you have shown us by choosing Petworld for your pet care needs. Please accept our apologies for any inconvenience this situation has caused, and our commitment to providing you with the level of service you expect and deserve.
If there are any further concerns or clarifications needed, please feel free to reach out. We are here to ensure your satisfaction and to assist you in any way possible.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am reaching out to you as the Chief Operating Officer of Petworld, to address the concerns you've raised regarding our loyalty points system.
I must first convey our regrets for the challenges you encountered when your loyalty points appeared missing, and the associated difficulties with our app on the 7th of September. I understand that this has caused a significant inconvenience, especially when these points are crucial for your budgeting needs.
It’s clear that the time taken to resolve this matter has been far longer than you — or we — would find acceptable. The assurances given to you were with the intention of swift resolution, and I apologize that we have not lived up to this expectation. We understand that even a temporary disconnection from our app can cause confusion and frustration. I assure you that during this period, no loyalty points were lost.
Your loyalty points have always been recorded on our system, and our records show that as of October 30th you had a balance of R1035.36 which you used to buy a bag of dog food using R995.10 which left you with a balance of R40.77 points. This aligns with the 5% loyalty credit earned from your total spend with Petworld since August 2022, which amounts to R1.025.14.
To ensure that such discrepancies do not recur, we have appointed a dedicated manager to oversee our loyalty points system. She has thoroughly reviewed your account and confirmed that all points earned and used are accounted for correctly as of now.
We are dedicated to making continuous improvements to our service and systems. We deeply value the trust and loyalty you have shown us by choosing Petworld for your pet care needs. Please accept our apologies for any inconvenience this situation has caused, and our commitment to providing you with the level of service you expect and deserve.
If there are any further concerns or clarifications needed, please feel free to reach out. We are here to ensure your satisfaction and to assist you in any way possible.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,