MS
Marc S
1 reviews | Active since Jul 2011
06 Jul 2023, 13:00
Zero service. Zero help. Simply nothing!!!!
We drove all the way here to buy an expensive ultra sonic anti bark device from the Cape Gate Store. We go up to the counter where they’re 4/5 staff standing chatting. We stand in front of them. Not one greets us. Not one offers to help us. After asking still not one staff member offers to help. We simply ignored and laughed off!!! Great customer service guys!!!!! Needless to say we walked out & will rather spend our money with a shop that cares about its customers. Plus one can’t post on their Facebook page or write a review. Geee, I wonder why?? Scared of the truth??
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Replies (2)0
Replies (2)
Petworld's replyOfficial
31 Jan 2024, 13:56Dear Marc,
As the Chief Operating Officer at Petworld, I’m reaching out regarding your experience at our Cape Gate Store in July 2023. I deeply regret the delay in responding to your concerns, but please know your feedback is taken seriously.
I am genuinely sorry to hear about the unacceptable level of service you received during your visit. The behaviour you described, where our staff neither greeted nor assisted you, is concerning and directly contradicts the ethos of Petworld. We aim to provide a welcoming and helpful environment for all our customers, and it's clear that in your case, we failed to meet these standards.
I have discussed your experience with the store manager to ensure that this incident is addressed directly with the team. It’s crucial that all our staff understand the importance of attentive and respectful interaction with every customer. We are committed to providing the high-quality service that our customers and their pets deserve.
Your experience highlights areas where we can improve our staff training and customer engagement. We continually strive to enhance the shopping experience in all our stores, and your feedback is a valuable part of this process.
While I understand that you chose to make your purchase elsewhere, I extend an invitation for you to visit us again. We would appreciate the opportunity to demonstrate the true level of customer care that Petworld stands for.
Thank you for taking the time to share your experience. We value your input and are dedicated to making the necessary improvements. We hope to have the chance to welcome you back to Petworld Cape Gate and provide you with the positive experience you should expect from us.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
As the Chief Operating Officer at Petworld, I’m reaching out regarding your experience at our Cape Gate Store in July 2023. I deeply regret the delay in responding to your concerns, but please know your feedback is taken seriously.
I am genuinely sorry to hear about the unacceptable level of service you received during your visit. The behaviour you described, where our staff neither greeted nor assisted you, is concerning and directly contradicts the ethos of Petworld. We aim to provide a welcoming and helpful environment for all our customers, and it's clear that in your case, we failed to meet these standards.
I have discussed your experience with the store manager to ensure that this incident is addressed directly with the team. It’s crucial that all our staff understand the importance of attentive and respectful interaction with every customer. We are committed to providing the high-quality service that our customers and their pets deserve.
Your experience highlights areas where we can improve our staff training and customer engagement. We continually strive to enhance the shopping experience in all our stores, and your feedback is a valuable part of this process.
While I understand that you chose to make your purchase elsewhere, I extend an invitation for you to visit us again. We would appreciate the opportunity to demonstrate the true level of customer care that Petworld stands for.
Thank you for taking the time to share your experience. We value your input and are dedicated to making the necessary improvements. We hope to have the chance to welcome you back to Petworld Cape Gate and provide you with the positive experience you should expect from us.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,
Petworld's reply31 Jan 2024, 13:56
Official
Dear Marc,
As the Chief Operating Officer at Petworld, I’m reaching out regarding your experience at our Cape Gate Store in July 2023. I deeply regret the delay in responding to your concerns, but please know your feedback is taken seriously.
I am genuinely sorry to hear about the unacceptable level of service you received during your visit. The behaviour you described, where our staff neither greeted nor assisted you, is concerning and directly contradicts the ethos of Petworld. We aim to provide a welcoming and helpful environment for all our customers, and it's clear that in your case, we failed to meet these standards.
I have discussed your experience with the store manager to ensure that this incident is addressed directly with the team. It’s crucial that all our staff understand the importance of attentive and respectful interaction with every customer. We are committed to providing the high-quality service that our customers and their pets deserve.
Your experience highlights areas where we can improve our staff training and customer engagement. We continually strive to enhance the shopping experience in all our stores, and your feedback is a valuable part of this process.
While I understand that you chose to make your purchase elsewhere, I extend an invitation for you to visit us again. We would appreciate the opportunity to demonstrate the true level of customer care that Petworld stands for.
Thank you for taking the time to share your experience. We value your input and are dedicated to making the necessary improvements. We hope to have the chance to welcome you back to Petworld Cape Gate and provide you with the positive experience you should expect from us.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
As the Chief Operating Officer at Petworld, I’m reaching out regarding your experience at our Cape Gate Store in July 2023. I deeply regret the delay in responding to your concerns, but please know your feedback is taken seriously.
I am genuinely sorry to hear about the unacceptable level of service you received during your visit. The behaviour you described, where our staff neither greeted nor assisted you, is concerning and directly contradicts the ethos of Petworld. We aim to provide a welcoming and helpful environment for all our customers, and it's clear that in your case, we failed to meet these standards.
I have discussed your experience with the store manager to ensure that this incident is addressed directly with the team. It’s crucial that all our staff understand the importance of attentive and respectful interaction with every customer. We are committed to providing the high-quality service that our customers and their pets deserve.
Your experience highlights areas where we can improve our staff training and customer engagement. We continually strive to enhance the shopping experience in all our stores, and your feedback is a valuable part of this process.
While I understand that you chose to make your purchase elsewhere, I extend an invitation for you to visit us again. We would appreciate the opportunity to demonstrate the true level of customer care that Petworld stands for.
Thank you for taking the time to share your experience. We value your input and are dedicated to making the necessary improvements. We hope to have the chance to welcome you back to Petworld Cape Gate and provide you with the positive experience you should expect from us.
Warm regards,
Tertius Dixon
Chief Operating Officer
Petworld
Best regards,
MS
Marc S's updateReviewer Update
31 Jan 2024, 15:45Good day,
Thank you for responding.
However all but 6 months has passed since my review, above and we now currently living in Australia.
I hope improvement is achieved, as Customer Service really is the differentiator in this competitive World we live in.
Good luck.
Thank you.
Thank you for responding.
However all but 6 months has passed since my review, above and we now currently living in Australia.
I hope improvement is achieved, as Customer Service really is the differentiator in this competitive World we live in.
Good luck.
Thank you.
MS
Marc S's update31 Jan 2024, 15:45
Reviewer Update
Good day,
Thank you for responding.
However all but 6 months has passed since my review, above and we now currently living in Australia.
I hope improvement is achieved, as Customer Service really is the differentiator in this competitive World we live in.
Good luck.
Thank you.
Thank you for responding.
However all but 6 months has passed since my review, above and we now currently living in Australia.
I hope improvement is achieved, as Customer Service really is the differentiator in this competitive World we live in.
Good luck.
Thank you.