1 reviews | Active since Apr 2017
Unprofessional and Time wasting
I would like to share my experience with PetWorld XXL Grooming services.
Disappointing to say the least...
I had an appointment for Large dog grooming plus extras at Petworld Diep River. Did it via the normal channel, choose a branch, make an appointment and so on. I am located in the northern suburbs but made a booking at Deep River as they had openings for the whole of Saturday.
Received my confirmation and also a reminder about my appointment.
The morning of the appointment I arrived a few minutes before the time with my dog all the way from the north and was told sorry we are running late as they only have one groomer at the moment. We were told to wait a little longer as they are finishing up with the pet that was before us and we will be next.
After waiting for over 30 minutes ( Outside the Store as we were told we had to wait outside and they will come to fetch us when ready) to my surprise i was informed they were not able to help us today. This was around 11:45am, approximately 30 minutes after my appointment. I was also told that I should come back the next day at 9am.
So my questions to Petworld
1. How is this possible that I cannot be helped when I had such an early appointment? I was next but was told to come the next day did u take a further 10 hours to finish the pet that was before me?
2. Why was I not informed before hand about the possible delay or cancelation? Do you think we live next door to Petworld that we can come and go at YOUR convenience?
3. Do you guys even know what's the meaning of customer service and customer satisfaction?
I was offered 20% discount after hearing we came all the way from the north. How does that even justify the inconvenience and time/petrol wasting to come back the next day. You guys must be joking.
My Dog really looks forward to parlour days and this was such a let down to him to say the least. I usually have him sorted by other parlours but wanted to try Petworld and expected XXL service.
Petworld XXL, more like Petworld XXL Disappointment.
Thank you for sharing your detailed experience regarding your grooming appointment at our Diep River location. We deeply regret the inconvenience and disappointment faced by you and your dog.
On your appointment day, unfortunately, we faced an unexpected staff shortage as one of our groomers could not attend due to unforeseen circumstances. This significantly impacted our ability to maintain our grooming schedule. Despite efforts to manage and reschedule appointments, including reaching out to clients proactively, we acknowledge we missed contacting you in time, which led to your unwelcome surprise and understandable frustration upon arrival.
We realize that after travelling from the north, you expected prompt service, only to be asked to wait due to our internal challenges. Then, being unable to be served as originally planned and asked to return the next day was far from the standard of service we strive to offer. This not only disrupted your schedule but also affected your dog’s day, which we know is just as important.
Regarding the communication and handling of the delay, it’s clear we should have done better in informing you sooner and more clearly about the day’s complications. Your feedback highlights a critical need for us to enhance our communication methods and client management protocols, especially on busy days or when unexpected staffing issues arise.
The 20% discount offered was an attempt to acknowledge the inconvenience caused, but we understand it does not fully mitigate the impact of the situation. To address this more effectively, I have emailed you a letter to provide additional details on how we can resolve this matter to your satisfaction.
We are committed to improving our service and internal procedures to prevent such occurrences in the future. We value your feedback as it helps us to improve. and we sincerely hope to regain your trust.
Warm regards,
Vannessa
Thank you for sharing your detailed experience regarding your grooming appointment at our Diep River location. We deeply regret the inconvenience and disappointment faced by you and your dog.
On your appointment day, unfortunately, we faced an unexpected staff shortage as one of our groomers could not attend due to unforeseen circumstances. This significantly impacted our ability to maintain our grooming schedule. Despite efforts to manage and reschedule appointments, including reaching out to clients proactively, we acknowledge we missed contacting you in time, which led to your unwelcome surprise and understandable frustration upon arrival.
We realize that after travelling from the north, you expected prompt service, only to be asked to wait due to our internal challenges. Then, being unable to be served as originally planned and asked to return the next day was far from the standard of service we strive to offer. This not only disrupted your schedule but also affected your dog’s day, which we know is just as important.
Regarding the communication and handling of the delay, it’s clear we should have done better in informing you sooner and more clearly about the day’s complications. Your feedback highlights a critical need for us to enhance our communication methods and client management protocols, especially on busy days or when unexpected staffing issues arise.
The 20% discount offered was an attempt to acknowledge the inconvenience caused, but we understand it does not fully mitigate the impact of the situation. To address this more effectively, I have emailed you a letter to provide additional details on how we can resolve this matter to your satisfaction.
We are committed to improving our service and internal procedures to prevent such occurrences in the future. We value your feedback as it helps us to improve. and we sincerely hope to regain your trust.
Warm regards,
Vannessa