JvdH
Johan van der Hoven
1 reviews | Active since Aug 2014
21 Dec 2023, 14:35
Stay far away
Stay away - their shop here in Somerset-West is 5-star. The online shop is 0-star and separated from the physical shops... The on-line shop look like a ****mers site - offering goods that's not in stock... They do not reply to complaints or answer phones, but when they got threatened, they reply via AI, it seems... Be careful.
Helpful (0)
Replies (1)0
Replies (1)
Petworld's replyOfficial
17 Jan 2024, 14:18Dear Johan,
I'm Tertius Dixon, Chief Operating Officer at Petworld, and I want to address your concerns personally. Your recent experience with our online service has been brought to my attention, and I'm here to ensure that we address each issue comprehensively.
Firstly, I apologise for the inconvenience caused by the shortage of the Simparica and Frisbee in your order. This shortfall is not reflective of our commitment to service, and we have since improved our stock management on our updated platform for more accurate availability information.
Your experience with our website during its downtime is regrettable. The site was temporarily offline due to a necessary transition to a new platform aimed at enhancing our online services. I understand this might have caused confusion and further inconvenience, which was never our intention.
I also want to address your concerns about our communication. We recently experienced an unprecedented spike in online orders, which stretched our resources. However, that's no excuse for delayed responses. We have expanded our customer service team to ensure more efficient and attentive service going forward.
Regarding your request to delete your profile and to stop receiving messages or marketing materials from us, this action will be implemented immediately. Your decision to discontinue engagement with Petworld is respected and will be honoured.
Please know that while we use AI technology to assist in managing high volumes of queries, it does not replace the personalised attention we are committed to providing our customers. Our team oversees all communications, tailoring them to meet each customer's specific needs.
Rest assured, Petworld is an established business with a strong community presence. We are more than a retailer; we're a part of your journey with your pets. Your feedback is crucial for our growth and improvement. We are committed to serving you and your pets with the care and attention you deserve.
Thank you for bringing these issues to our attention. We deeply regret any inconvenience caused and look forward to the opportunity to serve you better in the future.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
Chief Operating Officer
Petworld
Petworld's reply17 Jan 2024, 14:18
Official
Dear Johan,
I'm Tertius Dixon, Chief Operating Officer at Petworld, and I want to address your concerns personally. Your recent experience with our online service has been brought to my attention, and I'm here to ensure that we address each issue comprehensively.
Firstly, I apologise for the inconvenience caused by the shortage of the Simparica and Frisbee in your order. This shortfall is not reflective of our commitment to service, and we have since improved our stock management on our updated platform for more accurate availability information.
Your experience with our website during its downtime is regrettable. The site was temporarily offline due to a necessary transition to a new platform aimed at enhancing our online services. I understand this might have caused confusion and further inconvenience, which was never our intention.
I also want to address your concerns about our communication. We recently experienced an unprecedented spike in online orders, which stretched our resources. However, that's no excuse for delayed responses. We have expanded our customer service team to ensure more efficient and attentive service going forward.
Regarding your request to delete your profile and to stop receiving messages or marketing materials from us, this action will be implemented immediately. Your decision to discontinue engagement with Petworld is respected and will be honoured.
Please know that while we use AI technology to assist in managing high volumes of queries, it does not replace the personalised attention we are committed to providing our customers. Our team oversees all communications, tailoring them to meet each customer's specific needs.
Rest assured, Petworld is an established business with a strong community presence. We are more than a retailer; we're a part of your journey with your pets. Your feedback is crucial for our growth and improvement. We are committed to serving you and your pets with the care and attention you deserve.
Thank you for bringing these issues to our attention. We deeply regret any inconvenience caused and look forward to the opportunity to serve you better in the future.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
Chief Operating Officer
Petworld