AS
Adeline S
1 reviews | Active since Jul 2023
02 Feb 2025, 10:09
****** still real and our kids have to grow up seeing this!
I never thought a shop assistant could show in her attitude towards customers how real rassism still is in our country! Firstly we went to this store because another pet shop recommend them but to our dismay. We wanted to purchase a hamster for my baby girl as she lost her puppy that Santa brought her a week ago due to cat flu and she mourned Melody's death so badly we thought it best to get her a new pet and she decided on a hamster. When we got to the store no one was very interested in helping us on of the staff members were in a deep conversation with another couple and I approached her with asking where the hamster are she just pointed to the front and told me the glass cages over there. My husband was outside looking for parking when he came in the shop no one has helped us yet and the shop was not that busy he went over to the same assistant still in conversation and only then she decided to come over to help me and my daughter of 5 who was now super excited to get her hamster only to be told we cannot purchase the hamster because the cage we had was too small and she would have loved for us to buy the cage of R1500 I informed her we have a medium cage and could get a bigger one from my mother in law if needed and she bluntly refused to assist us I'm thinking she thought we couldn't afford it. We'll we left the store with my daughter shattered and were referred to another pet shop form this lady that did not have any hamsters and again my daughter is left in tears I will not put my foot in this pet store ever again and think they should get some coloured staff to assist coulderd customers if this is the level of professional treatment you get!!!!!!!!!!
Helpful (0)
Replies (3)0
Replies (3)
Petworld's replyOfficial
04 Feb 2025, 15:04Dear Adeline,
First, let me express my deepest condolences on the loss of your daughter's beloved puppy, Melody. Losing a pet, especially one so recently gifted, is heartbreaking, and I can only imagine how difficult it has been for her. I completely understand why you wanted to bring some joy back into her life with a new pet, and I truly regret that her experience in our store left her disappointed.
Regarding your visit, I want to acknowledge the frustration you felt with the service you received. Our team member's primary intention was to ensure the welfare of the hamster, as certain cages can be too small for a teddy bear hamster once fully grown. While their concern for the pet’s well-being was genuine, they failed to balance that with the care and respect our valued customers deserve. This is absolutely not the level of service we strive to provide, and I apologise that you were made to feel unwelcome.
To address this, the staff member involved is receiving additional customer service training at 6 PM this evening to ensure that all our employees prioritize not only the well-being of our animals but also the experience of our customers. We want every visitor, regardless of background, to feel respected and supported in finding the perfect pet for their home.
I also want to be clear: Petworld has a zero-tolerance policy for ****** in any form. While we strongly believe this was an instance of poor customer service rather than **************, I acknowledge that the experience left you feeling unheard and unwelcome, which is unacceptable. We are committed to fostering an inclusive and supportive environment for all our customers.
Your daughter’s happiness and her love for animals matter to us. If she is still looking for a hamster, I would love to assist in finding one for her and ensuring she has everything needed to care for her new pet. Please reach out to me directly at *** and let me know how we can make this right for your family.
Thank you for bringing this to our attention, and I truly appreciate the opportunity to make amends.
Warm regards,
Vannessa
Brand Communications Specialist
Vannessa
Brand Communications Specialist
Petworld's reply04 Feb 2025, 15:04
Official
Dear Adeline,
First, let me express my deepest condolences on the loss of your daughter's beloved puppy, Melody. Losing a pet, especially one so recently gifted, is heartbreaking, and I can only imagine how difficult it has been for her. I completely understand why you wanted to bring some joy back into her life with a new pet, and I truly regret that her experience in our store left her disappointed.
Regarding your visit, I want to acknowledge the frustration you felt with the service you received. Our team member's primary intention was to ensure the welfare of the hamster, as certain cages can be too small for a teddy bear hamster once fully grown. While their concern for the pet’s well-being was genuine, they failed to balance that with the care and respect our valued customers deserve. This is absolutely not the level of service we strive to provide, and I apologise that you were made to feel unwelcome.
To address this, the staff member involved is receiving additional customer service training at 6 PM this evening to ensure that all our employees prioritize not only the well-being of our animals but also the experience of our customers. We want every visitor, regardless of background, to feel respected and supported in finding the perfect pet for their home.
I also want to be clear: Petworld has a zero-tolerance policy for ****** in any form. While we strongly believe this was an instance of poor customer service rather than **************, I acknowledge that the experience left you feeling unheard and unwelcome, which is unacceptable. We are committed to fostering an inclusive and supportive environment for all our customers.
Your daughter’s happiness and her love for animals matter to us. If she is still looking for a hamster, I would love to assist in finding one for her and ensuring she has everything needed to care for her new pet. Please reach out to me directly at *** and let me know how we can make this right for your family.
Thank you for bringing this to our attention, and I truly appreciate the opportunity to make amends.
Warm regards,
Vannessa
Brand Communications Specialist
Vannessa
Brand Communications Specialist
AS
Adeline S's updateReviewer Update
04 Feb 2025, 17:19Unfortunately I cannot contact you directly as hello Peter hid your contact information. We sent my mother in law the following day to purchase the hamster at your store and she did not get the same treatment we got, Wendy is in a huge cage and it took her 2 days to allow my daughter to handle her which is understandable and they are so happy it's unreal. But I will not be coming to your store ever again, sorry. Thank you for the above explanation and I'm glad this person is getting the proper training a bit too late as the damage has been done.
AS
Adeline S's update04 Feb 2025, 17:19
Reviewer Update
Unfortunately I cannot contact you directly as hello Peter hid your contact information. We sent my mother in law the following day to purchase the hamster at your store and she did not get the same treatment we got, Wendy is in a huge cage and it took her 2 days to allow my daughter to handle her which is understandable and they are so happy it's unreal. But I will not be coming to your store ever again, sorry. Thank you for the above explanation and I'm glad this person is getting the proper training a bit too late as the damage has been done.
Petworld's replyOfficial
05 Feb 2025, 12:43Dear Adeline,
Thank you for taking the time to follow up with us. While we deeply regret losing your business, we truly appreciate your honesty and the opportunity to reflect on how we can do better.
We are absolutely thrilled to hear that your daughter and Wendy have bonded so beautifully! There’s nothing more precious than the magical connection between a child and their pet, and we hope they continue to share many happy moments together.
We understand that the experience at our store left a lasting impression, and while we can’t undo what happened, we remain committed to improving our service for every customer who walks through our doors. Your feedback has been taken seriously, and we sincerely regret that it took away from such an important moment for your daughter.
If there is ever anything we can do for Wendy or your family in the future, please don’t hesitate to reach out. Wishing you and your little one all the best on this new adventure with Wendy!
Warm regards,
Vannessa
Thank you for taking the time to follow up with us. While we deeply regret losing your business, we truly appreciate your honesty and the opportunity to reflect on how we can do better.
We are absolutely thrilled to hear that your daughter and Wendy have bonded so beautifully! There’s nothing more precious than the magical connection between a child and their pet, and we hope they continue to share many happy moments together.
We understand that the experience at our store left a lasting impression, and while we can’t undo what happened, we remain committed to improving our service for every customer who walks through our doors. Your feedback has been taken seriously, and we sincerely regret that it took away from such an important moment for your daughter.
If there is ever anything we can do for Wendy or your family in the future, please don’t hesitate to reach out. Wishing you and your little one all the best on this new adventure with Wendy!
Warm regards,
Vannessa
Petworld's reply05 Feb 2025, 12:43
Official
Dear Adeline,
Thank you for taking the time to follow up with us. While we deeply regret losing your business, we truly appreciate your honesty and the opportunity to reflect on how we can do better.
We are absolutely thrilled to hear that your daughter and Wendy have bonded so beautifully! There’s nothing more precious than the magical connection between a child and their pet, and we hope they continue to share many happy moments together.
We understand that the experience at our store left a lasting impression, and while we can’t undo what happened, we remain committed to improving our service for every customer who walks through our doors. Your feedback has been taken seriously, and we sincerely regret that it took away from such an important moment for your daughter.
If there is ever anything we can do for Wendy or your family in the future, please don’t hesitate to reach out. Wishing you and your little one all the best on this new adventure with Wendy!
Warm regards,
Vannessa
Thank you for taking the time to follow up with us. While we deeply regret losing your business, we truly appreciate your honesty and the opportunity to reflect on how we can do better.
We are absolutely thrilled to hear that your daughter and Wendy have bonded so beautifully! There’s nothing more precious than the magical connection between a child and their pet, and we hope they continue to share many happy moments together.
We understand that the experience at our store left a lasting impression, and while we can’t undo what happened, we remain committed to improving our service for every customer who walks through our doors. Your feedback has been taken seriously, and we sincerely regret that it took away from such an important moment for your daughter.
If there is ever anything we can do for Wendy or your family in the future, please don’t hesitate to reach out. Wishing you and your little one all the best on this new adventure with Wendy!
Warm regards,
Vannessa