kB
kyle B
1 reviews | Active since Jun 2012
10 Oct 2023, 12:04
Worst service ever from Petworld Online
PATHETIC SERVICE FROM PETWORLD ONLINE
Placed order 27/09 value R1750.00 By 29th no update on status of order, I emailed and was told they busy order will be proceed as soon as they can. By 5th Oct I need a plan B emailed no response tried calling on answer left messages no return call. What’s app wasn’t been rep**** to either 6/10 started calling the stores to find out what to do, Cape Town was kind enough to see if they could assist. They called me back to say 2 of the 3 items ordered can be dispatch 9th Oct it was to late for me and seeing though a refund would be done on the out of stock item I canceled the complete order. 9TH Oct received email that refund was been processed 10th Oct emailed to say refund not received send POP, received an email refund will take 7 -12 days WHAT BS!!!!! Now they take 7 to 12 days to refund MY money. Please do not use this company as they care nothing for their clients. So they sit with my money generating interest in their account while i am out of pocket of R1750-00
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Petworld's replyOfficial
30 Jan 2024, 13:50Dear Kyle,
I am Tertius Dixon, Chief Operating Officer at Petworld. I'm writing to you regarding the concerns you raised about your experience with our online service, specifically relating to your order placed on September 27th.
I acknowledge the frustration caused by the delay from your order on September 27th to the refund initiation on October 10th. Initially, while processing your order, the funds were held in Petworld’s account. However, this extended processing time was not in line with our commitment to efficiency.
Upon initiating your refund, the funds were transferred to Paystack, our payment partner, as part of the standard e-commerce refund process governed by Visa and Mastercard policies. This process typically takes 3 to 10 business days. During this phase, the funds were managed by Paystack, not Petworld, from the moment of refund application.
In response to this and similar feedback, we have implemented several significant changes to enhance our service delivery. Firstly, we have reduced our processing time to one day. This improvement ensures that orders are promptly processed, moving swiftly from placement to dispatch.
We also identified that sourcing products and managing out-of-stock items were major factors in delaying orders. To address this, we have completely overhauled our inventory system. This change effectively removes out-of-stock items from our website, significantly reducing the instances of delayed orders due to unavailable items
While these improvements come too late to positively impact your recent experience, they are reflective of our commitment to our customers moving forward. Our goal is to provide a seamless, efficient service that meets the expectations of our valued customers like yourself.
I understand that this experience may have affected your confidence in our services. Though we cannot undo the inconvenience caused, we are dedicated to ensuring that such issues do not recur. We are committed to continuous improvement and providing a level of service that you and your pets deserve.
We value your feedback and the opportunity it has given us to improve. Please feel free to reach out if you have any further questions or need assistance in the future.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I'm writing to you regarding the concerns you raised about your experience with our online service, specifically relating to your order placed on September 27th.
I acknowledge the frustration caused by the delay from your order on September 27th to the refund initiation on October 10th. Initially, while processing your order, the funds were held in Petworld’s account. However, this extended processing time was not in line with our commitment to efficiency.
Upon initiating your refund, the funds were transferred to Paystack, our payment partner, as part of the standard e-commerce refund process governed by Visa and Mastercard policies. This process typically takes 3 to 10 business days. During this phase, the funds were managed by Paystack, not Petworld, from the moment of refund application.
In response to this and similar feedback, we have implemented several significant changes to enhance our service delivery. Firstly, we have reduced our processing time to one day. This improvement ensures that orders are promptly processed, moving swiftly from placement to dispatch.
We also identified that sourcing products and managing out-of-stock items were major factors in delaying orders. To address this, we have completely overhauled our inventory system. This change effectively removes out-of-stock items from our website, significantly reducing the instances of delayed orders due to unavailable items
While these improvements come too late to positively impact your recent experience, they are reflective of our commitment to our customers moving forward. Our goal is to provide a seamless, efficient service that meets the expectations of our valued customers like yourself.
I understand that this experience may have affected your confidence in our services. Though we cannot undo the inconvenience caused, we are dedicated to ensuring that such issues do not recur. We are committed to continuous improvement and providing a level of service that you and your pets deserve.
We value your feedback and the opportunity it has given us to improve. Please feel free to reach out if you have any further questions or need assistance in the future.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Petworld's reply30 Jan 2024, 13:50
Official
Dear Kyle,
I am Tertius Dixon, Chief Operating Officer at Petworld. I'm writing to you regarding the concerns you raised about your experience with our online service, specifically relating to your order placed on September 27th.
I acknowledge the frustration caused by the delay from your order on September 27th to the refund initiation on October 10th. Initially, while processing your order, the funds were held in Petworld’s account. However, this extended processing time was not in line with our commitment to efficiency.
Upon initiating your refund, the funds were transferred to Paystack, our payment partner, as part of the standard e-commerce refund process governed by Visa and Mastercard policies. This process typically takes 3 to 10 business days. During this phase, the funds were managed by Paystack, not Petworld, from the moment of refund application.
In response to this and similar feedback, we have implemented several significant changes to enhance our service delivery. Firstly, we have reduced our processing time to one day. This improvement ensures that orders are promptly processed, moving swiftly from placement to dispatch.
We also identified that sourcing products and managing out-of-stock items were major factors in delaying orders. To address this, we have completely overhauled our inventory system. This change effectively removes out-of-stock items from our website, significantly reducing the instances of delayed orders due to unavailable items
While these improvements come too late to positively impact your recent experience, they are reflective of our commitment to our customers moving forward. Our goal is to provide a seamless, efficient service that meets the expectations of our valued customers like yourself.
I understand that this experience may have affected your confidence in our services. Though we cannot undo the inconvenience caused, we are dedicated to ensuring that such issues do not recur. We are committed to continuous improvement and providing a level of service that you and your pets deserve.
We value your feedback and the opportunity it has given us to improve. Please feel free to reach out if you have any further questions or need assistance in the future.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
I am Tertius Dixon, Chief Operating Officer at Petworld. I'm writing to you regarding the concerns you raised about your experience with our online service, specifically relating to your order placed on September 27th.
I acknowledge the frustration caused by the delay from your order on September 27th to the refund initiation on October 10th. Initially, while processing your order, the funds were held in Petworld’s account. However, this extended processing time was not in line with our commitment to efficiency.
Upon initiating your refund, the funds were transferred to Paystack, our payment partner, as part of the standard e-commerce refund process governed by Visa and Mastercard policies. This process typically takes 3 to 10 business days. During this phase, the funds were managed by Paystack, not Petworld, from the moment of refund application.
In response to this and similar feedback, we have implemented several significant changes to enhance our service delivery. Firstly, we have reduced our processing time to one day. This improvement ensures that orders are promptly processed, moving swiftly from placement to dispatch.
We also identified that sourcing products and managing out-of-stock items were major factors in delaying orders. To address this, we have completely overhauled our inventory system. This change effectively removes out-of-stock items from our website, significantly reducing the instances of delayed orders due to unavailable items
While these improvements come too late to positively impact your recent experience, they are reflective of our commitment to our customers moving forward. Our goal is to provide a seamless, efficient service that meets the expectations of our valued customers like yourself.
I understand that this experience may have affected your confidence in our services. Though we cannot undo the inconvenience caused, we are dedicated to ensuring that such issues do not recur. We are committed to continuous improvement and providing a level of service that you and your pets deserve.
We value your feedback and the opportunity it has given us to improve. Please feel free to reach out if you have any further questions or need assistance in the future.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld