EP
E P
1 reviews | Active since Nov 2023
21 Nov 2023, 09:49
Poor service - be carefull
Whatevere you do, do not make use of their online store!!! I wanted the Hills bed and as such first contacted them to confirm that there is stock, experienced issues with the code and Taryn from customer services said to place my order and she will ensure the bed is invluded in the order. So far so good. Received my order on the 14th, no bed, immediately contacted her and she responded the next day to say she will get it sent. Today is the 21st, having sent numerous daily emails to enquire when my delivery will take place she now ignores my emails. They don't have a phone number so absolutely no way of contacting them. Tried facebook also. Do not use them if you want to be able to make contact if there is a problem with your order. They are wasting time and not repsonding which is increasing the chance of no beds being available despite emails from her confirming that she will send it to me.
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Replies (2)
Petworld's replyOfficial
30 Jan 2024, 11:00Dear Eloise,
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you about your recent experience with our online store and the issues surrounding your order for the Hills bed.
Your feedback clearly outlines a series of service failures, starting with the difficulties you encountered using the coupon code, to your efforts to reach our team, and the eventual non-delivery of the bed you were promised. This sequence of events is deeply concerning, and I want to address each point you've raised.
Firstly, the communication breakdown that started with our assurance to include the Hills bed in your order is unacceptable. Our failure to fulfil this promise, despite your proactive steps to confirm and place the order, was the beginning of a disappointing experience for you. I understand that you received your order on the 14th, but the absence of the Hills bed, a key item you were expecting, was an oversight on our part.
Your subsequent efforts to contact us highlight a significant lapse in our customer support. It's clear that our lack of a direct phone line compounded the issue, leaving you without a reliable way to reach us. This, coupled with your unanswered emails and attempts to connect through Facebook, reflects poorly on our commitment to customer service.
When you eventually received a response that promised the dispatch of the bed, the continued delays and lack of follow-up were further examples of our service falling short. The frustration and inconvenience caused by this protracted process, and the lack of clear communication on our part, are not reflective of the customer experience we strive to provide.
In response to your experience, we have undertaken significant measures to enhance our service and prevent future occurrences of such issues. The volume of orders we received during the Black Friday event was akin to an avalanche, overwhelming our warehouse and customer service teams. This unprecedented surge significantly impacted our ability to fulfil responsibilities promptly, leading directly to the communication gaps you experienced. To address this, we have doubled our customer service team, focusing on improving responsiveness and ensuring effective communication with our customers. Furthermore, we have refined our internal processes for managing inquiries and orders, particularly during high-demand periods, to avoid backlogs and delays, ensuring a smoother and more reliable experience for our customers.
Additionally, we have upgraded our online platform to provide a more efficient ordering process. This upgrade aims to ensure that all customer communications are tracked and addressed promptly, reducing the chances of similar issues recurring.
As a gesture of our commitment to rectifying this situation and as an apology for the inconvenience caused, we are dispatching the Hills bed along with complimentary treats and a special gift box for your dog. This package is scheduled to leave our warehouse today and should reach you within two to five days. If by any chance you have already received a Hills bed from us, please accept this as an additional token of our apology.
Eloise, I offer my unreserved apologies for the distress and inconvenience caused. We value your feedback immensely as it helps us improve and serve you better. Please feel free to reach out if there is anything more we can do for you.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you about your recent experience with our online store and the issues surrounding your order for the Hills bed.
Your feedback clearly outlines a series of service failures, starting with the difficulties you encountered using the coupon code, to your efforts to reach our team, and the eventual non-delivery of the bed you were promised. This sequence of events is deeply concerning, and I want to address each point you've raised.
Firstly, the communication breakdown that started with our assurance to include the Hills bed in your order is unacceptable. Our failure to fulfil this promise, despite your proactive steps to confirm and place the order, was the beginning of a disappointing experience for you. I understand that you received your order on the 14th, but the absence of the Hills bed, a key item you were expecting, was an oversight on our part.
Your subsequent efforts to contact us highlight a significant lapse in our customer support. It's clear that our lack of a direct phone line compounded the issue, leaving you without a reliable way to reach us. This, coupled with your unanswered emails and attempts to connect through Facebook, reflects poorly on our commitment to customer service.
When you eventually received a response that promised the dispatch of the bed, the continued delays and lack of follow-up were further examples of our service falling short. The frustration and inconvenience caused by this protracted process, and the lack of clear communication on our part, are not reflective of the customer experience we strive to provide.
In response to your experience, we have undertaken significant measures to enhance our service and prevent future occurrences of such issues. The volume of orders we received during the Black Friday event was akin to an avalanche, overwhelming our warehouse and customer service teams. This unprecedented surge significantly impacted our ability to fulfil responsibilities promptly, leading directly to the communication gaps you experienced. To address this, we have doubled our customer service team, focusing on improving responsiveness and ensuring effective communication with our customers. Furthermore, we have refined our internal processes for managing inquiries and orders, particularly during high-demand periods, to avoid backlogs and delays, ensuring a smoother and more reliable experience for our customers.
Additionally, we have upgraded our online platform to provide a more efficient ordering process. This upgrade aims to ensure that all customer communications are tracked and addressed promptly, reducing the chances of similar issues recurring.
As a gesture of our commitment to rectifying this situation and as an apology for the inconvenience caused, we are dispatching the Hills bed along with complimentary treats and a special gift box for your dog. This package is scheduled to leave our warehouse today and should reach you within two to five days. If by any chance you have already received a Hills bed from us, please accept this as an additional token of our apology.
Eloise, I offer my unreserved apologies for the distress and inconvenience caused. We value your feedback immensely as it helps us improve and serve you better. Please feel free to reach out if there is anything more we can do for you.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply30 Jan 2024, 11:00
Official
Dear Eloise,
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you about your recent experience with our online store and the issues surrounding your order for the Hills bed.
Your feedback clearly outlines a series of service failures, starting with the difficulties you encountered using the coupon code, to your efforts to reach our team, and the eventual non-delivery of the bed you were promised. This sequence of events is deeply concerning, and I want to address each point you've raised.
Firstly, the communication breakdown that started with our assurance to include the Hills bed in your order is unacceptable. Our failure to fulfil this promise, despite your proactive steps to confirm and place the order, was the beginning of a disappointing experience for you. I understand that you received your order on the 14th, but the absence of the Hills bed, a key item you were expecting, was an oversight on our part.
Your subsequent efforts to contact us highlight a significant lapse in our customer support. It's clear that our lack of a direct phone line compounded the issue, leaving you without a reliable way to reach us. This, coupled with your unanswered emails and attempts to connect through Facebook, reflects poorly on our commitment to customer service.
When you eventually received a response that promised the dispatch of the bed, the continued delays and lack of follow-up were further examples of our service falling short. The frustration and inconvenience caused by this protracted process, and the lack of clear communication on our part, are not reflective of the customer experience we strive to provide.
In response to your experience, we have undertaken significant measures to enhance our service and prevent future occurrences of such issues. The volume of orders we received during the Black Friday event was akin to an avalanche, overwhelming our warehouse and customer service teams. This unprecedented surge significantly impacted our ability to fulfil responsibilities promptly, leading directly to the communication gaps you experienced. To address this, we have doubled our customer service team, focusing on improving responsiveness and ensuring effective communication with our customers. Furthermore, we have refined our internal processes for managing inquiries and orders, particularly during high-demand periods, to avoid backlogs and delays, ensuring a smoother and more reliable experience for our customers.
Additionally, we have upgraded our online platform to provide a more efficient ordering process. This upgrade aims to ensure that all customer communications are tracked and addressed promptly, reducing the chances of similar issues recurring.
As a gesture of our commitment to rectifying this situation and as an apology for the inconvenience caused, we are dispatching the Hills bed along with complimentary treats and a special gift box for your dog. This package is scheduled to leave our warehouse today and should reach you within two to five days. If by any chance you have already received a Hills bed from us, please accept this as an additional token of our apology.
Eloise, I offer my unreserved apologies for the distress and inconvenience caused. We value your feedback immensely as it helps us improve and serve you better. Please feel free to reach out if there is anything more we can do for you.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you about your recent experience with our online store and the issues surrounding your order for the Hills bed.
Your feedback clearly outlines a series of service failures, starting with the difficulties you encountered using the coupon code, to your efforts to reach our team, and the eventual non-delivery of the bed you were promised. This sequence of events is deeply concerning, and I want to address each point you've raised.
Firstly, the communication breakdown that started with our assurance to include the Hills bed in your order is unacceptable. Our failure to fulfil this promise, despite your proactive steps to confirm and place the order, was the beginning of a disappointing experience for you. I understand that you received your order on the 14th, but the absence of the Hills bed, a key item you were expecting, was an oversight on our part.
Your subsequent efforts to contact us highlight a significant lapse in our customer support. It's clear that our lack of a direct phone line compounded the issue, leaving you without a reliable way to reach us. This, coupled with your unanswered emails and attempts to connect through Facebook, reflects poorly on our commitment to customer service.
When you eventually received a response that promised the dispatch of the bed, the continued delays and lack of follow-up were further examples of our service falling short. The frustration and inconvenience caused by this protracted process, and the lack of clear communication on our part, are not reflective of the customer experience we strive to provide.
In response to your experience, we have undertaken significant measures to enhance our service and prevent future occurrences of such issues. The volume of orders we received during the Black Friday event was akin to an avalanche, overwhelming our warehouse and customer service teams. This unprecedented surge significantly impacted our ability to fulfil responsibilities promptly, leading directly to the communication gaps you experienced. To address this, we have doubled our customer service team, focusing on improving responsiveness and ensuring effective communication with our customers. Furthermore, we have refined our internal processes for managing inquiries and orders, particularly during high-demand periods, to avoid backlogs and delays, ensuring a smoother and more reliable experience for our customers.
Additionally, we have upgraded our online platform to provide a more efficient ordering process. This upgrade aims to ensure that all customer communications are tracked and addressed promptly, reducing the chances of similar issues recurring.
As a gesture of our commitment to rectifying this situation and as an apology for the inconvenience caused, we are dispatching the Hills bed along with complimentary treats and a special gift box for your dog. This package is scheduled to leave our warehouse today and should reach you within two to five days. If by any chance you have already received a Hills bed from us, please accept this as an additional token of our apology.
Eloise, I offer my unreserved apologies for the distress and inconvenience caused. We value your feedback immensely as it helps us improve and serve you better. Please feel free to reach out if there is anything more we can do for you.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
EP
E P's updateReviewer Update
19 Feb 2024, 09:23I honestly wanted to come back and say that the well thought out and written response has made a difference to my initial post and opinion, and that I will give it another try and order my dogfood for the month through you, but sadly nothing has changed.
The delivery mentioned in your post was supposed to leave the warehouse on 30 January, it is now 19 February and I am yet to receive anything. Clearly there are some more problems to work on.
Zero star rating still applicable.
The delivery mentioned in your post was supposed to leave the warehouse on 30 January, it is now 19 February and I am yet to receive anything. Clearly there are some more problems to work on.
Zero star rating still applicable.
EP
E P's update19 Feb 2024, 09:23
Reviewer Update
I honestly wanted to come back and say that the well thought out and written response has made a difference to my initial post and opinion, and that I will give it another try and order my dogfood for the month through you, but sadly nothing has changed.
The delivery mentioned in your post was supposed to leave the warehouse on 30 January, it is now 19 February and I am yet to receive anything. Clearly there are some more problems to work on.
Zero star rating still applicable.
The delivery mentioned in your post was supposed to leave the warehouse on 30 January, it is now 19 February and I am yet to receive anything. Clearly there are some more problems to work on.
Zero star rating still applicable.