Complaints and comments

Procedures and methods followed to receive and process consumer complaints

Procedures for receiving complaints:

Please contact one of our channels:

1- Email: [email protected]

3- Mobile and WhatsApp number: +966563118180

Complaint submission mechanism:

The customer can provide us with the order number or purchase invoice supported by photos to solve the problem or address the complaint as soon as possible.

Confirm receipt of complaint:

Once we receive a complaint from the customer, we address the problem immediately and respond within less than 24 hours.

Processing and recording complaints:

Complaints are recorded through an electronic system to know the workflow and view the status of each complaint with classification according to type (product, shipping, payment, etc.) to facilitate analysis and management.

Investigation of the complaint:

We verify the complaint, sort the attachments, whether photos, order number or invoice, and determine the party handling the complaint (customer service, sales department, shipping department, etc.) and collect evidence related to the complaint.

Take action:

We will process the complaint in a manner that is appropriate to the problem by replacing the product or accepting the return of the order and refunding the amount and avoiding as much as possible the occurrence of such problems in the future.

Inform the client of the result:

The mechanism for submitting a complaint is explained if there is an error in the method or delivery of information, with an apology if there is an error on our part.

Other means of handling complaints:

The customer can evaluate the service or product after purchase with transparency.

Communicate with customers periodically and conduct opinion polls through marketing channels to identify strengths and weaknesses in the service.