Worst service and customer care @ Pet World

We heard of Pet World through a rescue organization, Wild Friend Sanctuary. She orders all her stuff from you and your prices are better than what I can get on my side. I have a variety of 21 furry babies that I need to feed, mostly rescues & I work with several rescue organizations. However, I am really not happy with the following incident that occurred:

My mom placed an order with Pet World on the 20th of September. Knowing that they say that delivery will take place within 3 - 5 business days, we had some sympathy & empathy with there being a long weekend in between as well. We waited until 28 September, the 6th working day & emailed their customer service. The response we got was that it was long weekend & that they are working on my order. We rep**** to their email asking them when my order will arrive - as we need the food to feed our furry babies. There was no response. We called in, spoke to a very rude consultant who said we should email them to follow up. That sounds so easy. Problem is, they don't respond to emails, as explained above. My mom sent emails continuously from 4 October & we have to beg for a response or any form of communication even on Facebook!

This places us in a very difficult situation, because after this experience we don't want to order from Pet World again because of this horrible experience.

My mom received an email, 6 October, where they said that one of the items that we ordered was out of stock. My mom rep**** to that email saying that they can refund us on that item and then asked when the rest of the order will arrive. No response received from them after that. The very next day, Saturday, 7 October, my mom received an email saying that none of the items we ordered are in stock and they will refund me within the next 7 - 12 work days. Now this is sounds fishy, because just the day before... everything was in stock except for the one item that they said they'll refund us on. And lastly. Since Pet World ruined our monthly budget with regards to being able to feed my furry babies, why should we wait 7 - 12 business days? Not to make things awkward, but we kind of need money to buy food to feed the pets. You have that money. You took our money on the spot. Kept us on a leash for more than 2 weeks and then we have to wait more than 2 weeks to get our refund. Absolutely ridiculous.

It's not easy to just quickly go to the pet store and buy other food while you wait for that order knowing that you need to now spend more money, outside the budget, because the order and purchase you made was inside the budget. Getting fed up, we logged several complaints on their website and none of them responded to us via email or phone call. We honestly don't think it's fair to beg for something you already paid for. The last time I ordered from Pet World this didn't happen. In fact, I was so pleased with the service & communication that I've received that I decided to order my furry babies' food from them. Needless to say, their prices are some of the bests in town. We are on the 13th working day...

We are very disappointed in Pet World and even more upset that it had to come to us, complaining on Hello Peter, Facebook & via email. It is not what we expected after receiving such great service with our previous order. You might have the best prices, but with bad customer service - it might not count in your favour.