CB
Carlos B
1 reviews | Active since Dec 2021
03 Oct 2023, 17:07
Worst Online Pet Store
I bought Koi food and fish Medicine online and 2 weeks later it hadn't arrived. Taryn just tells you "I've emailed the store", repeatedly - that's it. Worst online business ever!!
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Petworld's replyOfficial
31 Jan 2024, 10:01Dear Carlos,
I am Tertius Dixon, Chief Operating Officer at Petworld, and I would like to address the concerns you’ve raised regarding your order for Koi food and fish medicine.
I must begin with an unreserved apology for the delay and the unsatisfactory communication you experienced. It is clear that we failed to provide the level of service and support that you, as our customer, should expect and rely upon. The response you received, which lacked detailed information and resolution, was not up to our standards.
Your order, placed on the 18th of September, unfortunately, encountered stock issues, leading to a refund on the 2nd of October. Our team should have communicated this proactively, with transparency and efficiency, rather than leaving you in a state of uncer*****y.
I acknowledge that the use of "I've emailed the store" as a repeated response is inadequate. Our customers deserve comprehensive updates and clear communication about their orders. At that time, we were significantly understaffed, which impacted our ability to deliver exemplary service. This lapse in service was not in line with our commitment to our customers.
Since then, we have taken robust steps to rectify these issues. We've upgraded our computer platforms, allowing us to track and manage order concerns more effectively. We have also transitioned to a new inventory system that accurately reflects stock availability on our website, drastically reducing the likelihood and frequency of refunds due to out-of-stock items.
Our partnership with Paystack, a payment processing platform, ensures that refunds are managed promptly and securely, typically within 3 to 10 business days, in line with standard e-commerce practices. Paystack is instrumental in managing these transactions and would have notified you when the transaction was completed.
We have also doubled our customer service team, which now consists of four dedicated members. This expansion has significantly improved our response times, and we are now capable of addressing customer inquiries in real time.
I understand that these improvements come too late to change your experience but they reflect our dedication to ensuring such shortcomings are not repeated. We empathize with your situation, and it is our genuine hope to regain your trust.
Thank you for your patience and for bringing this to our attention. Your feedback has been crucial to our process of change and improvement.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, and I would like to address the concerns you’ve raised regarding your order for Koi food and fish medicine.
I must begin with an unreserved apology for the delay and the unsatisfactory communication you experienced. It is clear that we failed to provide the level of service and support that you, as our customer, should expect and rely upon. The response you received, which lacked detailed information and resolution, was not up to our standards.
Your order, placed on the 18th of September, unfortunately, encountered stock issues, leading to a refund on the 2nd of October. Our team should have communicated this proactively, with transparency and efficiency, rather than leaving you in a state of uncer*****y.
I acknowledge that the use of "I've emailed the store" as a repeated response is inadequate. Our customers deserve comprehensive updates and clear communication about their orders. At that time, we were significantly understaffed, which impacted our ability to deliver exemplary service. This lapse in service was not in line with our commitment to our customers.
Since then, we have taken robust steps to rectify these issues. We've upgraded our computer platforms, allowing us to track and manage order concerns more effectively. We have also transitioned to a new inventory system that accurately reflects stock availability on our website, drastically reducing the likelihood and frequency of refunds due to out-of-stock items.
Our partnership with Paystack, a payment processing platform, ensures that refunds are managed promptly and securely, typically within 3 to 10 business days, in line with standard e-commerce practices. Paystack is instrumental in managing these transactions and would have notified you when the transaction was completed.
We have also doubled our customer service team, which now consists of four dedicated members. This expansion has significantly improved our response times, and we are now capable of addressing customer inquiries in real time.
I understand that these improvements come too late to change your experience but they reflect our dedication to ensuring such shortcomings are not repeated. We empathize with your situation, and it is our genuine hope to regain your trust.
Thank you for your patience and for bringing this to our attention. Your feedback has been crucial to our process of change and improvement.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply31 Jan 2024, 10:01
Official
Dear Carlos,
I am Tertius Dixon, Chief Operating Officer at Petworld, and I would like to address the concerns you’ve raised regarding your order for Koi food and fish medicine.
I must begin with an unreserved apology for the delay and the unsatisfactory communication you experienced. It is clear that we failed to provide the level of service and support that you, as our customer, should expect and rely upon. The response you received, which lacked detailed information and resolution, was not up to our standards.
Your order, placed on the 18th of September, unfortunately, encountered stock issues, leading to a refund on the 2nd of October. Our team should have communicated this proactively, with transparency and efficiency, rather than leaving you in a state of uncer*****y.
I acknowledge that the use of "I've emailed the store" as a repeated response is inadequate. Our customers deserve comprehensive updates and clear communication about their orders. At that time, we were significantly understaffed, which impacted our ability to deliver exemplary service. This lapse in service was not in line with our commitment to our customers.
Since then, we have taken robust steps to rectify these issues. We've upgraded our computer platforms, allowing us to track and manage order concerns more effectively. We have also transitioned to a new inventory system that accurately reflects stock availability on our website, drastically reducing the likelihood and frequency of refunds due to out-of-stock items.
Our partnership with Paystack, a payment processing platform, ensures that refunds are managed promptly and securely, typically within 3 to 10 business days, in line with standard e-commerce practices. Paystack is instrumental in managing these transactions and would have notified you when the transaction was completed.
We have also doubled our customer service team, which now consists of four dedicated members. This expansion has significantly improved our response times, and we are now capable of addressing customer inquiries in real time.
I understand that these improvements come too late to change your experience but they reflect our dedication to ensuring such shortcomings are not repeated. We empathize with your situation, and it is our genuine hope to regain your trust.
Thank you for your patience and for bringing this to our attention. Your feedback has been crucial to our process of change and improvement.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld, and I would like to address the concerns you’ve raised regarding your order for Koi food and fish medicine.
I must begin with an unreserved apology for the delay and the unsatisfactory communication you experienced. It is clear that we failed to provide the level of service and support that you, as our customer, should expect and rely upon. The response you received, which lacked detailed information and resolution, was not up to our standards.
Your order, placed on the 18th of September, unfortunately, encountered stock issues, leading to a refund on the 2nd of October. Our team should have communicated this proactively, with transparency and efficiency, rather than leaving you in a state of uncer*****y.
I acknowledge that the use of "I've emailed the store" as a repeated response is inadequate. Our customers deserve comprehensive updates and clear communication about their orders. At that time, we were significantly understaffed, which impacted our ability to deliver exemplary service. This lapse in service was not in line with our commitment to our customers.
Since then, we have taken robust steps to rectify these issues. We've upgraded our computer platforms, allowing us to track and manage order concerns more effectively. We have also transitioned to a new inventory system that accurately reflects stock availability on our website, drastically reducing the likelihood and frequency of refunds due to out-of-stock items.
Our partnership with Paystack, a payment processing platform, ensures that refunds are managed promptly and securely, typically within 3 to 10 business days, in line with standard e-commerce practices. Paystack is instrumental in managing these transactions and would have notified you when the transaction was completed.
We have also doubled our customer service team, which now consists of four dedicated members. This expansion has significantly improved our response times, and we are now capable of addressing customer inquiries in real time.
I understand that these improvements come too late to change your experience but they reflect our dedication to ensuring such shortcomings are not repeated. We empathize with your situation, and it is our genuine hope to regain your trust.
Thank you for your patience and for bringing this to our attention. Your feedback has been crucial to our process of change and improvement.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld