Poor choice of COURIERS
Please choose reliable couriers to address delivery of online purchases as I am still waiting on FASTWAY to deliver my PETWORLD order, according to tracking status my order (package) is on the delivery vehicle driving around in Pretoria from 08:33 this morning, 07 January 2025, it was collected from PETWORLD FOURWAYS on 31 Desember 2024 by FASTWAY COURIERS to be delivered to my addresses in suburb of Tshwane. 😤😤😠😡😠😡
Helpful (0)
Replies (1)0
Replies (1)
Petworld's replyOfficial
09 Jan 2025, 11:57Dear Deidre,
I want to start by saying how genuinely sorry I am for the frustration and stress this delay has caused you. I know how much it means to receive your pet supplies on time, and I deeply regret that we’ve let you down. This is not the service we aim to provide, and I want to share exactly what happened and what we’ve done to fix it.
Timeline of Events
28 December 2024: You placed your order but it being the weekend, your order was dispatched from our Fourways branch to Fastway Couriers on Monday the 30th.
31 December 2024: The parcel was scanned by the courier at their Pretoria hub. Unfortunately, courier operations paused for the public holidays, leaving us unable to track further updates during this time.
3 January 2025: I emailed and messaged you on Facebook to share the latest updates and advised that your parcel was likely to be delivered on the 6th or 7th. I invited you to stay in touch via email so I could assist you further as soon as I have new information.
4 and 5 January: These two days were weekend days when couriers didn't deliver.
7 January 2025: Tracking showed your parcel "out for delivery," and I thought the issue was resolved.
8 January 2025: I saw your Hellopeter review, which revealed that the delivery hadn’t occurred. This is when it became clear that the parcel was not with you but instead being returned to the hub. At this point, your order was three working days beyond our promised 1-5 working day delivery window.
What Went Wrong
This delay was entirely unacceptable, and while it was beyond our direct control, we take full responsibility for the experience you’ve had. We’ve been working with Fastway Couriers and their management company all week to escalate this issue and get your parcel to you, but despite our best efforts, their updates were inconsistent, causing confusion and compounding the delays.
I can assure you there was never any intention for you to wait this long. We’ve been working tirelessly behind the scenes to resolve this because your satisfaction and your pets’ needs are so important to us.
Current Resolution
To resolve this immediately, we’ve put together the dog food and two shampoos from your order and arranged same-day delivery today, 9 January 2025, with a different courier. The rest of your order will follow shortly.
Moving Forward
Deidre, I completely understand how this situation has left you feeling let down, and I wish things had gone differently. When I reached out to you earlier, it was to keep you informed based on the best information I had at the time. I truly wanted to make this process easier for you and encouraged you to stay in touch so I could address any new concerns as quickly as possible.
Despite our commitment to resolving this issue, the delays and inconsistent courier updates fell far short of the service you deserve. We’re reviewing our processes and courier partnerships to prevent this from happening again.
From the bottom of my heart, I apologise for the frustration this experience has caused. I hope today’s delivery will help put this matter behind us and that you’ll give us the opportunity to regain your trust in the future.
Warm regards,
Vannessa
I want to start by saying how genuinely sorry I am for the frustration and stress this delay has caused you. I know how much it means to receive your pet supplies on time, and I deeply regret that we’ve let you down. This is not the service we aim to provide, and I want to share exactly what happened and what we’ve done to fix it.
Timeline of Events
28 December 2024: You placed your order but it being the weekend, your order was dispatched from our Fourways branch to Fastway Couriers on Monday the 30th.
31 December 2024: The parcel was scanned by the courier at their Pretoria hub. Unfortunately, courier operations paused for the public holidays, leaving us unable to track further updates during this time.
3 January 2025: I emailed and messaged you on Facebook to share the latest updates and advised that your parcel was likely to be delivered on the 6th or 7th. I invited you to stay in touch via email so I could assist you further as soon as I have new information.
4 and 5 January: These two days were weekend days when couriers didn't deliver.
7 January 2025: Tracking showed your parcel "out for delivery," and I thought the issue was resolved.
8 January 2025: I saw your Hellopeter review, which revealed that the delivery hadn’t occurred. This is when it became clear that the parcel was not with you but instead being returned to the hub. At this point, your order was three working days beyond our promised 1-5 working day delivery window.
What Went Wrong
This delay was entirely unacceptable, and while it was beyond our direct control, we take full responsibility for the experience you’ve had. We’ve been working with Fastway Couriers and their management company all week to escalate this issue and get your parcel to you, but despite our best efforts, their updates were inconsistent, causing confusion and compounding the delays.
I can assure you there was never any intention for you to wait this long. We’ve been working tirelessly behind the scenes to resolve this because your satisfaction and your pets’ needs are so important to us.
Current Resolution
To resolve this immediately, we’ve put together the dog food and two shampoos from your order and arranged same-day delivery today, 9 January 2025, with a different courier. The rest of your order will follow shortly.
Moving Forward
Deidre, I completely understand how this situation has left you feeling let down, and I wish things had gone differently. When I reached out to you earlier, it was to keep you informed based on the best information I had at the time. I truly wanted to make this process easier for you and encouraged you to stay in touch so I could address any new concerns as quickly as possible.
Despite our commitment to resolving this issue, the delays and inconsistent courier updates fell far short of the service you deserve. We’re reviewing our processes and courier partnerships to prevent this from happening again.
From the bottom of my heart, I apologise for the frustration this experience has caused. I hope today’s delivery will help put this matter behind us and that you’ll give us the opportunity to regain your trust in the future.
Warm regards,
Vannessa
Petworld's reply09 Jan 2025, 11:57
Official
Dear Deidre,
I want to start by saying how genuinely sorry I am for the frustration and stress this delay has caused you. I know how much it means to receive your pet supplies on time, and I deeply regret that we’ve let you down. This is not the service we aim to provide, and I want to share exactly what happened and what we’ve done to fix it.
Timeline of Events
28 December 2024: You placed your order but it being the weekend, your order was dispatched from our Fourways branch to Fastway Couriers on Monday the 30th.
31 December 2024: The parcel was scanned by the courier at their Pretoria hub. Unfortunately, courier operations paused for the public holidays, leaving us unable to track further updates during this time.
3 January 2025: I emailed and messaged you on Facebook to share the latest updates and advised that your parcel was likely to be delivered on the 6th or 7th. I invited you to stay in touch via email so I could assist you further as soon as I have new information.
4 and 5 January: These two days were weekend days when couriers didn't deliver.
7 January 2025: Tracking showed your parcel "out for delivery," and I thought the issue was resolved.
8 January 2025: I saw your Hellopeter review, which revealed that the delivery hadn’t occurred. This is when it became clear that the parcel was not with you but instead being returned to the hub. At this point, your order was three working days beyond our promised 1-5 working day delivery window.
What Went Wrong
This delay was entirely unacceptable, and while it was beyond our direct control, we take full responsibility for the experience you’ve had. We’ve been working with Fastway Couriers and their management company all week to escalate this issue and get your parcel to you, but despite our best efforts, their updates were inconsistent, causing confusion and compounding the delays.
I can assure you there was never any intention for you to wait this long. We’ve been working tirelessly behind the scenes to resolve this because your satisfaction and your pets’ needs are so important to us.
Current Resolution
To resolve this immediately, we’ve put together the dog food and two shampoos from your order and arranged same-day delivery today, 9 January 2025, with a different courier. The rest of your order will follow shortly.
Moving Forward
Deidre, I completely understand how this situation has left you feeling let down, and I wish things had gone differently. When I reached out to you earlier, it was to keep you informed based on the best information I had at the time. I truly wanted to make this process easier for you and encouraged you to stay in touch so I could address any new concerns as quickly as possible.
Despite our commitment to resolving this issue, the delays and inconsistent courier updates fell far short of the service you deserve. We’re reviewing our processes and courier partnerships to prevent this from happening again.
From the bottom of my heart, I apologise for the frustration this experience has caused. I hope today’s delivery will help put this matter behind us and that you’ll give us the opportunity to regain your trust in the future.
Warm regards,
Vannessa
I want to start by saying how genuinely sorry I am for the frustration and stress this delay has caused you. I know how much it means to receive your pet supplies on time, and I deeply regret that we’ve let you down. This is not the service we aim to provide, and I want to share exactly what happened and what we’ve done to fix it.
Timeline of Events
28 December 2024: You placed your order but it being the weekend, your order was dispatched from our Fourways branch to Fastway Couriers on Monday the 30th.
31 December 2024: The parcel was scanned by the courier at their Pretoria hub. Unfortunately, courier operations paused for the public holidays, leaving us unable to track further updates during this time.
3 January 2025: I emailed and messaged you on Facebook to share the latest updates and advised that your parcel was likely to be delivered on the 6th or 7th. I invited you to stay in touch via email so I could assist you further as soon as I have new information.
4 and 5 January: These two days were weekend days when couriers didn't deliver.
7 January 2025: Tracking showed your parcel "out for delivery," and I thought the issue was resolved.
8 January 2025: I saw your Hellopeter review, which revealed that the delivery hadn’t occurred. This is when it became clear that the parcel was not with you but instead being returned to the hub. At this point, your order was three working days beyond our promised 1-5 working day delivery window.
What Went Wrong
This delay was entirely unacceptable, and while it was beyond our direct control, we take full responsibility for the experience you’ve had. We’ve been working with Fastway Couriers and their management company all week to escalate this issue and get your parcel to you, but despite our best efforts, their updates were inconsistent, causing confusion and compounding the delays.
I can assure you there was never any intention for you to wait this long. We’ve been working tirelessly behind the scenes to resolve this because your satisfaction and your pets’ needs are so important to us.
Current Resolution
To resolve this immediately, we’ve put together the dog food and two shampoos from your order and arranged same-day delivery today, 9 January 2025, with a different courier. The rest of your order will follow shortly.
Moving Forward
Deidre, I completely understand how this situation has left you feeling let down, and I wish things had gone differently. When I reached out to you earlier, it was to keep you informed based on the best information I had at the time. I truly wanted to make this process easier for you and encouraged you to stay in touch so I could address any new concerns as quickly as possible.
Despite our commitment to resolving this issue, the delays and inconsistent courier updates fell far short of the service you deserve. We’re reviewing our processes and courier partnerships to prevent this from happening again.
From the bottom of my heart, I apologise for the frustration this experience has caused. I hope today’s delivery will help put this matter behind us and that you’ll give us the opportunity to regain your trust in the future.
Warm regards,
Vannessa