DN
Danelle N
1 reviews | Active since Dec 2023
13 Dec 2023, 09:29
Terrible service
I would give no stars if I could. I have been waiting for my order for over two weeks, going into the third week now. I phoned the store, but they said they can't help, I need to email customer service. I got one response back from Taryn saying they have a backlog. I informed her that I need the supplies urgently for my pet and she said she would note the urgency of it. That was almost two weeks ago and still nothing. How can it take a pet store almost three weeks to deliver pet supplies? They can't have that many orders. I asked them to cancel the order and refund me to take my business elsewhere, but have still heard nothing from them. I will never make the mistake of ordering form them again. In fact, I will never even set foot in one of their stores either.
Helpful (0)
Replies (1)0
Replies (1)
Petworld's replyOfficial
17 Jan 2024, 14:22Dear Danelle,
I am Tertius Dixon, Chief Operating Officer at Petworld, and I’m writing to address your recent experience with our service personally.
Firstly, I extend my deepest apologies for the delay and the lack of effective communication regarding your order. It's clear that we have not lived up to the high standards of service and efficiency we promise our customers.
Your order's prolonged processing time, extending into the third week is far from the prompt service we strive to deliver. This delay is unacceptable, and I understand the distress it has caused, especially considering the urgency of your pet's needs.
Upon reviewing your case, it’s evident that our response to your situation was inadequate. While we noted the urgency of your order, we failed to act on this promptly. This lapse in our internal process prevented us from addressing your request with the immediacy it required.
Our policy of directing store inquiries to our customer service email, in your case, contributed to the delay. The backlog mentioned by us, while accurate, is not an excuse for the service you received. We are actively working to streamline our communication channels to ensure more efficient and responsive service, both in our stores and online.
We are taking your feedback very seriously. It is a stark reminder of the importance of every customer interaction and the impact it has on the trust and loyalty we aim to build. We are implementing immediate changes to our customer service protocols to ensure a more reliable and empathetic approach.
Please know that your decision to take your business elsewhere is completely understood under these circumstances. We respect your choice, and I apologise that your experience with us has led to this.
Thank you for bringing this to our attention, and once again, I apologise for the inconvenience and disappointment caused.
Sincerely
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, and I’m writing to address your recent experience with our service personally.
Firstly, I extend my deepest apologies for the delay and the lack of effective communication regarding your order. It's clear that we have not lived up to the high standards of service and efficiency we promise our customers.
Your order's prolonged processing time, extending into the third week is far from the prompt service we strive to deliver. This delay is unacceptable, and I understand the distress it has caused, especially considering the urgency of your pet's needs.
Upon reviewing your case, it’s evident that our response to your situation was inadequate. While we noted the urgency of your order, we failed to act on this promptly. This lapse in our internal process prevented us from addressing your request with the immediacy it required.
Our policy of directing store inquiries to our customer service email, in your case, contributed to the delay. The backlog mentioned by us, while accurate, is not an excuse for the service you received. We are actively working to streamline our communication channels to ensure more efficient and responsive service, both in our stores and online.
We are taking your feedback very seriously. It is a stark reminder of the importance of every customer interaction and the impact it has on the trust and loyalty we aim to build. We are implementing immediate changes to our customer service protocols to ensure a more reliable and empathetic approach.
Please know that your decision to take your business elsewhere is completely understood under these circumstances. We respect your choice, and I apologise that your experience with us has led to this.
Thank you for bringing this to our attention, and once again, I apologise for the inconvenience and disappointment caused.
Sincerely
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply17 Jan 2024, 14:22
Official
Dear Danelle,
I am Tertius Dixon, Chief Operating Officer at Petworld, and I’m writing to address your recent experience with our service personally.
Firstly, I extend my deepest apologies for the delay and the lack of effective communication regarding your order. It's clear that we have not lived up to the high standards of service and efficiency we promise our customers.
Your order's prolonged processing time, extending into the third week is far from the prompt service we strive to deliver. This delay is unacceptable, and I understand the distress it has caused, especially considering the urgency of your pet's needs.
Upon reviewing your case, it’s evident that our response to your situation was inadequate. While we noted the urgency of your order, we failed to act on this promptly. This lapse in our internal process prevented us from addressing your request with the immediacy it required.
Our policy of directing store inquiries to our customer service email, in your case, contributed to the delay. The backlog mentioned by us, while accurate, is not an excuse for the service you received. We are actively working to streamline our communication channels to ensure more efficient and responsive service, both in our stores and online.
We are taking your feedback very seriously. It is a stark reminder of the importance of every customer interaction and the impact it has on the trust and loyalty we aim to build. We are implementing immediate changes to our customer service protocols to ensure a more reliable and empathetic approach.
Please know that your decision to take your business elsewhere is completely understood under these circumstances. We respect your choice, and I apologise that your experience with us has led to this.
Thank you for bringing this to our attention, and once again, I apologise for the inconvenience and disappointment caused.
Sincerely
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, and I’m writing to address your recent experience with our service personally.
Firstly, I extend my deepest apologies for the delay and the lack of effective communication regarding your order. It's clear that we have not lived up to the high standards of service and efficiency we promise our customers.
Your order's prolonged processing time, extending into the third week is far from the prompt service we strive to deliver. This delay is unacceptable, and I understand the distress it has caused, especially considering the urgency of your pet's needs.
Upon reviewing your case, it’s evident that our response to your situation was inadequate. While we noted the urgency of your order, we failed to act on this promptly. This lapse in our internal process prevented us from addressing your request with the immediacy it required.
Our policy of directing store inquiries to our customer service email, in your case, contributed to the delay. The backlog mentioned by us, while accurate, is not an excuse for the service you received. We are actively working to streamline our communication channels to ensure more efficient and responsive service, both in our stores and online.
We are taking your feedback very seriously. It is a stark reminder of the importance of every customer interaction and the impact it has on the trust and loyalty we aim to build. We are implementing immediate changes to our customer service protocols to ensure a more reliable and empathetic approach.
Please know that your decision to take your business elsewhere is completely understood under these circumstances. We respect your choice, and I apologise that your experience with us has led to this.
Thank you for bringing this to our attention, and once again, I apologise for the inconvenience and disappointment caused.
Sincerely
Tertius Dixon
Chief Operating Officer
Petworld