At Gazebo Sale, we value our customers and are committed to providing high-quality products and excellent service. We recognise that occasionally things may not go as planned, and when this happens, we aim to resolve issues quickly, fairly, and efficiently.
1. Purpose
The purpose of this policy is to outline how customers can make a complaint and how we will address and resolve concerns.
2. Our Commitment
We will:
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Treat every complaint seriously and with respect.
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Respond promptly and aim to resolve the issue as quickly as possible.
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Keep you informed throughout the process.
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Learn from complaints to improve our products and services.
3. How to Make a Complaint
If you are dissatisfied with any aspect of our products or services, please contact us as soon as possible with details of your concern, including:
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Your name and contact information.
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Order number (if applicable).
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A clear description of the issue.
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Any supporting evidence (e.g., photographs).
Complaints can be submitted through our Contact Us page or by email.
4. Complaint Handling Process
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Acknowledgement – We will acknowledge receipt of your complaint within 2 working days.
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Investigation – We will review the details of your complaint, gather relevant information, and investigate thoroughly.
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Resolution – We will aim to provide a full response within 5–7 working days, offering a solution where appropriate (e.g., replacement, refund, repair).
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Follow-Up – We may contact you afterwards to ensure you are satisfied with the outcome.
5. Escalation
If you are not satisfied with the initial resolution, you can request that your complaint be escalated to a senior team member for further review.
6. Continuous Improvement
We regularly review complaints to identify patterns, address recurring issues, and make improvements to our products and services.
