1 reviews | Active since Aug 2022
SLY and SNEAKY
They had specials running and it was NOT online exclusive so I went in store to purchase what I needed only to realize I was charged the FULL amount. I phoned them and asked what, why and how this is possible and they simply said "It is a mistake the prices are wrong and there should not be a special going" to which I rep**** "Not my problem I drove to your store specifically because of said specials and they also state on their website that they will match in-store [shelf] prices with online prices so I want them to correct their mistake and pay back the difference". They simply ignored me and my emails which went to the store [Somerset West] and their other customer service email. I have screenshots of the specials they had running and after I phoned and emailed them they went changed EVERYTHING on the website and removed all the specials [which I also have screenshots of]. If I didn't look at my slip and asked them about the situation they still would've had the specials going, attracting all their innocent buyers to spend their money only to still charge them full price and then acting all innocent and simply throwing their hands in the air stating sorry the specials or prices are wrong. At the very least they could have THANKED ME for pointing out THEIR mistakes so that they can go and "fix" it. They are sneaky and sly!!
I am Tertius Dixon, Chief Operating Officer at Petworld. I am writing to address your concerns regarding the recent pricing issue you experienced at our Somerset West store.
First and foremost, I offer my sincere apologies for the confusion and inconvenience caused by the incorrect promotion of Nexgard tablets. The situation, as it unfolded, began with an erroneous online promotion offering 20% off. This error was not in line with our store pricing, which led to the unfortunate discrepancy you experienced.
Upon your discovery of this inconsistency, our customer service representative should have immediately addressed your concern. Unfortunately, the information was not relayed accurately between our online team and the Somerset West store in a timely manner. As a result, the promotional price was not honoured at the time of your purchase, and this oversight led to further confusion and frustration.
We acknowledge that our response to this issue was not as prompt and efficient as it should have been. After you highlighted the discrepancy, our team corrected the online promotion, but this action alone did not resolve your individual situation. Our customer service team did communicate our intention to honour the promotional price and process a refund of R69.08. However, we did not receive your banking details to complete this process.
I assure you that we are committed to rectifying this matter. To proceed with the refund, please provide your banking details at your earliest convenience at ***. We recognise the importance of accurate and consistent communication, and we are taking steps to improve our internal processes to prevent such occurrences in the future.
We deeply regret the impact this has had on you and your pet’s health and well-being Please know that your experience serves as a vital learning point for us, and we are dedicated to enhancing our services. We value your feedback and are committed to upholding the high standards our customers expect and deserve.
Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.
Sincerely,
Tertius Dixon
COO Petworld Group
I am Tertius Dixon, Chief Operating Officer at Petworld. I am writing to address your concerns regarding the recent pricing issue you experienced at our Somerset West store.
First and foremost, I offer my sincere apologies for the confusion and inconvenience caused by the incorrect promotion of Nexgard tablets. The situation, as it unfolded, began with an erroneous online promotion offering 20% off. This error was not in line with our store pricing, which led to the unfortunate discrepancy you experienced.
Upon your discovery of this inconsistency, our customer service representative should have immediately addressed your concern. Unfortunately, the information was not relayed accurately between our online team and the Somerset West store in a timely manner. As a result, the promotional price was not honoured at the time of your purchase, and this oversight led to further confusion and frustration.
We acknowledge that our response to this issue was not as prompt and efficient as it should have been. After you highlighted the discrepancy, our team corrected the online promotion, but this action alone did not resolve your individual situation. Our customer service team did communicate our intention to honour the promotional price and process a refund of R69.08. However, we did not receive your banking details to complete this process.
I assure you that we are committed to rectifying this matter. To proceed with the refund, please provide your banking details at your earliest convenience at ***. We recognise the importance of accurate and consistent communication, and we are taking steps to improve our internal processes to prevent such occurrences in the future.
We deeply regret the impact this has had on you and your pet’s health and well-being Please know that your experience serves as a vital learning point for us, and we are dedicated to enhancing our services. We value your feedback and are committed to upholding the high standards our customers expect and deserve.
Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.
Sincerely,
Tertius Dixon
COO Petworld Group