At GIY and GROW HQ, we strive to provide excellent customer service and ensure that our customers have a positive experience. However, we understand that issues may arise from time to time, and we are committed to addressing and resolving any complaints that our customers may have. This Customer Complaint Policy outlines our procedures for handling customer complaints in a fair, efficient, and timely manner.
Complaint Submission: Customers can submit their complaints by emailing hi@giy.ie
Complaints should include relevant details such as the customer’s name, contact information, order number (if applicable), and a clear description of the issue or concern.
Acknowledgement: Upon receiving a customer complaint, we will acknowledge the complaint within 72 hours. Our acknowledgment will include the name of the representative handling the complaint and an estimated time frame for resolution.
Investigation and Resolution: We will conduct a thorough investigation of the complaint to understand the issue fully and determine the appropriate course of action. Our team will work diligently to resolve the complaint as quickly as possible, keeping the customer informed of the progress along the way. If necessary, we may request additional information from the customer to better understand and resolve the complaint.
Resolution Options: We will strive to provide a satisfactory resolution to the customer’s complaint based on the nature of the issue. Resolution options may include, but are not limited to, refunding the purchase amount, replacing the product, providing a credit for future purchases, or offering an alternative solution. The resolution will be discussed with the customer, and we will seek their agreement before implementing it.
Escalation: If a complaint is not resolved to the customer’s satisfaction, they may request escalation to a supervisor or manager. The escalated complaint will be reviewed by a higher-level representative who will conduct a further investigation and propose an appropriate resolution. The customer will be provided with a final response outlining the outcome of the escalation process.
Communication and Feedback: We will maintain open lines of communication with the customer throughout the complaint resolution process, providing regular updates on the status of their complaint. Once the complaint has been resolved, we will follow up with the customer to ensure their satisfaction and to invite any feedback they may have regarding our handling of their complaint.
Continuous Improvement: We value customer feedback and treat complaints as an opportunity to learn and improve our products and services. We will review and analyse all complaints to identify any recurring issues and take appropriate actions to prevent similar incidents in the future.
If you have any questions or need further assistance, please feel free to contact our customer support team, who will be happy to assist you. email: hi@giy.ie phone: 051 584422