AL
Arlene L
1 reviews | Active since Apr 2012
04 Jan 2024, 09:38
What a disaster - do not trust
The online shopping experience deserves a zero rating, not a one. Comes across as a **** - waiting since 9 December for a refund for an absolutely botched online purchase. Excellent "marketing-type" responses - zero resolution. BE VERY CAREFUL
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Replies (3)
Petworld's replyOfficial
17 Jan 2024, 12:58Dear Arlene
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you regarding your recent experience with our online shopping platform, specifically the delay in processing your refund.
First, I wish to express my sincere apologies for the frustration and inconvenience this has caused. I understand that any delay in a refund, especially in circumstances like yours, can be distressing and disappointing.
On December 19th, we communicated our intention to refund you for the out-of-stock items, and you kindly agreed to wait. While our team initiated the refund process, an unfortunate oversight occurred due to our transition to a new system platform. This transition resulted in your refund not being properly executed through Paystack, our payment processing partner. Consequently, the refund was re-processed on January 4th; there is, however, an inherent delay of approximately 7 working days for such transactions to reflect in a customer’s bank account.
I understand this explanation does not negate the distress caused by the delay. However, I hope it helps clarify the sequence of events leading to this situation. We are taking comprehensive measures to ensure that our system upgrades do not adversely affect our customers in the future.
Please rest assured that the refund has been processed, and you should see the amount reflected in your account within the standard processing time frame. We recognise the importance of trust and reliability, especially in online transactions, and we regret that we fell short in this instance.
Your feedback is invaluable to us, and we are committed to learning from this experience to improve our services. We deeply appreciate your patience and understanding as we work towards resolving this matter to your satisfaction.
Thank you for bringing this issue to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you regarding your recent experience with our online shopping platform, specifically the delay in processing your refund.
First, I wish to express my sincere apologies for the frustration and inconvenience this has caused. I understand that any delay in a refund, especially in circumstances like yours, can be distressing and disappointing.
On December 19th, we communicated our intention to refund you for the out-of-stock items, and you kindly agreed to wait. While our team initiated the refund process, an unfortunate oversight occurred due to our transition to a new system platform. This transition resulted in your refund not being properly executed through Paystack, our payment processing partner. Consequently, the refund was re-processed on January 4th; there is, however, an inherent delay of approximately 7 working days for such transactions to reflect in a customer’s bank account.
I understand this explanation does not negate the distress caused by the delay. However, I hope it helps clarify the sequence of events leading to this situation. We are taking comprehensive measures to ensure that our system upgrades do not adversely affect our customers in the future.
Please rest assured that the refund has been processed, and you should see the amount reflected in your account within the standard processing time frame. We recognise the importance of trust and reliability, especially in online transactions, and we regret that we fell short in this instance.
Your feedback is invaluable to us, and we are committed to learning from this experience to improve our services. We deeply appreciate your patience and understanding as we work towards resolving this matter to your satisfaction.
Thank you for bringing this issue to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,
Petworld's reply17 Jan 2024, 12:58
Official
Dear Arlene
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you regarding your recent experience with our online shopping platform, specifically the delay in processing your refund.
First, I wish to express my sincere apologies for the frustration and inconvenience this has caused. I understand that any delay in a refund, especially in circumstances like yours, can be distressing and disappointing.
On December 19th, we communicated our intention to refund you for the out-of-stock items, and you kindly agreed to wait. While our team initiated the refund process, an unfortunate oversight occurred due to our transition to a new system platform. This transition resulted in your refund not being properly executed through Paystack, our payment processing partner. Consequently, the refund was re-processed on January 4th; there is, however, an inherent delay of approximately 7 working days for such transactions to reflect in a customer’s bank account.
I understand this explanation does not negate the distress caused by the delay. However, I hope it helps clarify the sequence of events leading to this situation. We are taking comprehensive measures to ensure that our system upgrades do not adversely affect our customers in the future.
Please rest assured that the refund has been processed, and you should see the amount reflected in your account within the standard processing time frame. We recognise the importance of trust and reliability, especially in online transactions, and we regret that we fell short in this instance.
Your feedback is invaluable to us, and we are committed to learning from this experience to improve our services. We deeply appreciate your patience and understanding as we work towards resolving this matter to your satisfaction.
Thank you for bringing this issue to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I’m writing to you regarding your recent experience with our online shopping platform, specifically the delay in processing your refund.
First, I wish to express my sincere apologies for the frustration and inconvenience this has caused. I understand that any delay in a refund, especially in circumstances like yours, can be distressing and disappointing.
On December 19th, we communicated our intention to refund you for the out-of-stock items, and you kindly agreed to wait. While our team initiated the refund process, an unfortunate oversight occurred due to our transition to a new system platform. This transition resulted in your refund not being properly executed through Paystack, our payment processing partner. Consequently, the refund was re-processed on January 4th; there is, however, an inherent delay of approximately 7 working days for such transactions to reflect in a customer’s bank account.
I understand this explanation does not negate the distress caused by the delay. However, I hope it helps clarify the sequence of events leading to this situation. We are taking comprehensive measures to ensure that our system upgrades do not adversely affect our customers in the future.
Please rest assured that the refund has been processed, and you should see the amount reflected in your account within the standard processing time frame. We recognise the importance of trust and reliability, especially in online transactions, and we regret that we fell short in this instance.
Your feedback is invaluable to us, and we are committed to learning from this experience to improve our services. We deeply appreciate your patience and understanding as we work towards resolving this matter to your satisfaction.
Thank you for bringing this issue to our attention.
Sincerely,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,
AL
Arlene L's updateReviewer Update
17 Jan 2024, 13:12Thank you, for your extensive response regarding multiple glitches in your systems. I can advise that the refund has been received.
Sadly, your online business will destroy your reputation as a business. I will personally never shop at your Somerset West branch again.
Your association with Paystack which takes 7 - 12 working days to process a credit card refund (as advised to me in correspondence on this matter) is a complete joke in today's world.
Sadly, your online business will destroy your reputation as a business. I will personally never shop at your Somerset West branch again.
Your association with Paystack which takes 7 - 12 working days to process a credit card refund (as advised to me in correspondence on this matter) is a complete joke in today's world.
AL
Arlene L's update17 Jan 2024, 13:12
Reviewer Update
Thank you, for your extensive response regarding multiple glitches in your systems. I can advise that the refund has been received.
Sadly, your online business will destroy your reputation as a business. I will personally never shop at your Somerset West branch again.
Your association with Paystack which takes 7 - 12 working days to process a credit card refund (as advised to me in correspondence on this matter) is a complete joke in today's world.
Sadly, your online business will destroy your reputation as a business. I will personally never shop at your Somerset West branch again.
Your association with Paystack which takes 7 - 12 working days to process a credit card refund (as advised to me in correspondence on this matter) is a complete joke in today's world.
Petworld's replyOfficial
18 Jan 2024, 12:09Dear Arlene,
Thank you for confirming the receipt of your refund. I appreciate your feedback on your experience with our online service and the refund process through Paystack.
I understand your concerns regarding the 7-12 business days timeframe for credit card refunds. This duration is indeed influenced by the policies of Visa and Mastercard and is a standard practice in e-commerce transactions. However, I acknowledge that in today’s fast-paced world, this can feel lengthy.
Your candid response is valuable to us, and I sincerely apologize for any frustration or inconvenience caused. We are continually working to improve our services and your insights are instrumental in this process.
Thank you again for bringing your concerns to our attention. We truly regret any dissatisfaction you experienced and hope to have the opportunity to better serve you in the future.
Sincerely,
Tertius Dixon
COO, Petworld Group
Thank you for confirming the receipt of your refund. I appreciate your feedback on your experience with our online service and the refund process through Paystack.
I understand your concerns regarding the 7-12 business days timeframe for credit card refunds. This duration is indeed influenced by the policies of Visa and Mastercard and is a standard practice in e-commerce transactions. However, I acknowledge that in today’s fast-paced world, this can feel lengthy.
Your candid response is valuable to us, and I sincerely apologize for any frustration or inconvenience caused. We are continually working to improve our services and your insights are instrumental in this process.
Thank you again for bringing your concerns to our attention. We truly regret any dissatisfaction you experienced and hope to have the opportunity to better serve you in the future.
Sincerely,
Tertius Dixon
COO, Petworld Group
Best regards,
Petworld's reply18 Jan 2024, 12:09
Official
Dear Arlene,
Thank you for confirming the receipt of your refund. I appreciate your feedback on your experience with our online service and the refund process through Paystack.
I understand your concerns regarding the 7-12 business days timeframe for credit card refunds. This duration is indeed influenced by the policies of Visa and Mastercard and is a standard practice in e-commerce transactions. However, I acknowledge that in today’s fast-paced world, this can feel lengthy.
Your candid response is valuable to us, and I sincerely apologize for any frustration or inconvenience caused. We are continually working to improve our services and your insights are instrumental in this process.
Thank you again for bringing your concerns to our attention. We truly regret any dissatisfaction you experienced and hope to have the opportunity to better serve you in the future.
Sincerely,
Tertius Dixon
COO, Petworld Group
Thank you for confirming the receipt of your refund. I appreciate your feedback on your experience with our online service and the refund process through Paystack.
I understand your concerns regarding the 7-12 business days timeframe for credit card refunds. This duration is indeed influenced by the policies of Visa and Mastercard and is a standard practice in e-commerce transactions. However, I acknowledge that in today’s fast-paced world, this can feel lengthy.
Your candid response is valuable to us, and I sincerely apologize for any frustration or inconvenience caused. We are continually working to improve our services and your insights are instrumental in this process.
Thank you again for bringing your concerns to our attention. We truly regret any dissatisfaction you experienced and hope to have the opportunity to better serve you in the future.
Sincerely,
Tertius Dixon
COO, Petworld Group
Best regards,