How to Make a Complaint
We're sorry to hear that you're not completely satisfied with your experience. We value your feedback and are here to help resolve any issues you might have. Here's how you can get in touch with us to share your concerns:
-
Visit Us or Call Us
- In-Store: You're always welcome to speak directly with a store manager at any of our locations. They're well-equipped to handle your concerns and offer immediate solutions.
- By Phone: Prefer to speak with us from the comfort of your home? Please contact our Customer Care team. Our team is available from Monday to Friday: 9:00am - 5:00pm AEST (Excluding public holidays).
-
Email Us
- If you would prefer to write, you can always send us an email. Please include as much detail as possible, such as the date of purchase, store location, description of the product, photos, and a summary of the issue. This will help us understand and address your concern more efficiently.
-
Acknowledgment of Your Complaint
- We will acknowledge your complaint within 24 hours of receipt. You will receive an email confirming that we have started working on your concern as well as a ticket number.
-
Investigation and Response
- We take every complaint seriously and will conduct a thorough investigation. You can expect a personalized detailed response from us within 7-14 days, depending on the complexity of the issue.
-
Resolution
- Once we've investigated the issue, we will contact you to discuss the outcome. Our goal is to ensure your satisfaction, and we will strive to offer a fair resolution, be it a refund, exchange, or other corrective measures.
-
Feedback on Our Process
- After your complaint has been addressed, we would love to hear your thoughts on how the process was handled. Your feedback is crucial for us to improve our service.
We are committed to ensuring your satisfaction with every purchase. If you have any questions about our process or need further assistance, please do not hesitate to contact us again.
Thank you for bringing this to our attention and giving us an opportunity to make things right.