LK
Lennel K
1 reviews | Active since Dec 2023
17 Dec 2023, 13:28
****ty service from Petworld online store
I placed an order for rabbit food and treats to the value of over R650, this was done on the 9th of December 2023, I have been consistantly sending emails to their customer care address to follow up but no one responds, I called the Roodepoort branch and spoke to a lady by the name of Vicky who says that their access was removed so they were told that they can only get into contact through emailing the customer service line. This was just decided and yet their system with Roodepoort was working. Now I have to buy rabbit food from retail shops in addition to having already spent over R650 for this order.
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Petworld's replyOfficial
17 Jan 2024, 14:10 Dear Lennel,
I'm Tertius Dixon, COO of Petworld. I'm reaching out personally to address your recent experience with our online store. I've taken time to understand the sequence of events surrounding your order and the subsequent issues that have arisen.
On December 9th, 2023, you placed an order with us for rabbit food and treats valued over R650. It's clear from our records that there was a significant delay in communication from our side, for which I sincerely apologise. The lack of response to your emails and the information provided by our Roodepoort branch staff about changes in their system access added to the confusion and inconvenience you experienced.
Furthermore, it was brought to our attention on December 18th that the items you ordered were out of stock. This delay in updating you about our inventory status is a lapse on our part. A refund of R659.69 was processed by the manager on the same day. However, as you are aware, there was a system glitch which delayed the refund. This was rectified, and the refund was completed on January 8th.
I acknowledge that this series of events, from the delayed order processing to the communication breakdown and the system error affecting your refund, has been far from the standard of service we aspire to provide at Petworld. It's evident that these issues, both avoidable and unintentional, have caused frustration and inconvenience.
Your experience has highlighted crucial areas for improvement within our operations, particularly in inventory management and customer communication. Please be assured that we are actively working on these aspects to ensure such situations are not repeated.
I appreciate your patience and understanding in this matter. Your journey with us, though far from ideal, is a valuable lesson for us. We are committed to learning from this experience and improving our services.
Should you have any further concerns or need assistance, please feel free to reach out.
Sincerely,
Tertius Dixon
COO, Petworld
I'm Tertius Dixon, COO of Petworld. I'm reaching out personally to address your recent experience with our online store. I've taken time to understand the sequence of events surrounding your order and the subsequent issues that have arisen.
On December 9th, 2023, you placed an order with us for rabbit food and treats valued over R650. It's clear from our records that there was a significant delay in communication from our side, for which I sincerely apologise. The lack of response to your emails and the information provided by our Roodepoort branch staff about changes in their system access added to the confusion and inconvenience you experienced.
Furthermore, it was brought to our attention on December 18th that the items you ordered were out of stock. This delay in updating you about our inventory status is a lapse on our part. A refund of R659.69 was processed by the manager on the same day. However, as you are aware, there was a system glitch which delayed the refund. This was rectified, and the refund was completed on January 8th.
I acknowledge that this series of events, from the delayed order processing to the communication breakdown and the system error affecting your refund, has been far from the standard of service we aspire to provide at Petworld. It's evident that these issues, both avoidable and unintentional, have caused frustration and inconvenience.
Your experience has highlighted crucial areas for improvement within our operations, particularly in inventory management and customer communication. Please be assured that we are actively working on these aspects to ensure such situations are not repeated.
I appreciate your patience and understanding in this matter. Your journey with us, though far from ideal, is a valuable lesson for us. We are committed to learning from this experience and improving our services.
Should you have any further concerns or need assistance, please feel free to reach out.
Sincerely,
Tertius Dixon
COO, Petworld
Petworld's reply17 Jan 2024, 14:10
Official
Dear Lennel,
I'm Tertius Dixon, COO of Petworld. I'm reaching out personally to address your recent experience with our online store. I've taken time to understand the sequence of events surrounding your order and the subsequent issues that have arisen.
On December 9th, 2023, you placed an order with us for rabbit food and treats valued over R650. It's clear from our records that there was a significant delay in communication from our side, for which I sincerely apologise. The lack of response to your emails and the information provided by our Roodepoort branch staff about changes in their system access added to the confusion and inconvenience you experienced.
Furthermore, it was brought to our attention on December 18th that the items you ordered were out of stock. This delay in updating you about our inventory status is a lapse on our part. A refund of R659.69 was processed by the manager on the same day. However, as you are aware, there was a system glitch which delayed the refund. This was rectified, and the refund was completed on January 8th.
I acknowledge that this series of events, from the delayed order processing to the communication breakdown and the system error affecting your refund, has been far from the standard of service we aspire to provide at Petworld. It's evident that these issues, both avoidable and unintentional, have caused frustration and inconvenience.
Your experience has highlighted crucial areas for improvement within our operations, particularly in inventory management and customer communication. Please be assured that we are actively working on these aspects to ensure such situations are not repeated.
I appreciate your patience and understanding in this matter. Your journey with us, though far from ideal, is a valuable lesson for us. We are committed to learning from this experience and improving our services.
Should you have any further concerns or need assistance, please feel free to reach out.
Sincerely,
Tertius Dixon
COO, Petworld
I'm Tertius Dixon, COO of Petworld. I'm reaching out personally to address your recent experience with our online store. I've taken time to understand the sequence of events surrounding your order and the subsequent issues that have arisen.
On December 9th, 2023, you placed an order with us for rabbit food and treats valued over R650. It's clear from our records that there was a significant delay in communication from our side, for which I sincerely apologise. The lack of response to your emails and the information provided by our Roodepoort branch staff about changes in their system access added to the confusion and inconvenience you experienced.
Furthermore, it was brought to our attention on December 18th that the items you ordered were out of stock. This delay in updating you about our inventory status is a lapse on our part. A refund of R659.69 was processed by the manager on the same day. However, as you are aware, there was a system glitch which delayed the refund. This was rectified, and the refund was completed on January 8th.
I acknowledge that this series of events, from the delayed order processing to the communication breakdown and the system error affecting your refund, has been far from the standard of service we aspire to provide at Petworld. It's evident that these issues, both avoidable and unintentional, have caused frustration and inconvenience.
Your experience has highlighted crucial areas for improvement within our operations, particularly in inventory management and customer communication. Please be assured that we are actively working on these aspects to ensure such situations are not repeated.
I appreciate your patience and understanding in this matter. Your journey with us, though far from ideal, is a valuable lesson for us. We are committed to learning from this experience and improving our services.
Should you have any further concerns or need assistance, please feel free to reach out.
Sincerely,
Tertius Dixon
COO, Petworld