At FootHubb, we are committed to providing a high level of service and ensuring customer satisfaction. We take all complaints seriously and aim to resolve them promptly, fairly, and efficiently. This Complaints Policy outlines the procedure for making a complaint and how we handle and resolve complaints.
1. How to Make a Complaint
If you are dissatisfied with any aspect of our service or products, you can submit a complaint by:
- Email: Send your complaint to Support@foothubb.com. Please provide as much detail as possible, including your name, order number (if applicable), and a clear description of the issue.
- Contact Form: You can also submit your complaint through the contact form on our website. Please select “Complaint” as the subject and provide all relevant details.
2. What Happens Next?
Once we receive your complaint, we will:
- Acknowledge Receipt: We will acknowledge your complaint within 24 hours of receiving it, confirming that we are looking into the matter.
- Investigation: Our team will thoroughly investigate the complaint. This may involve reviewing your order, contacting the relevant team members, and gathering any additional information needed to understand the issue fully.
- Response: We aim to resolve complaints within 5 business days. If the investigation requires more time, we will keep you informed of the progress and provide an expected timeline for resolution.
3. Resolution
Our goal is to resolve your complaint to your satisfaction. Possible outcomes may include:
- Replacement or Refund: If the complaint involves a product issue, we may offer a replacement, refund, or other appropriate remedies.
- Corrective Action: If the complaint relates to a service issue, we will take the necessary steps to prevent the issue from recurring.
- Apology: In cases where our service has fallen short, we will provide a formal apology.
4. Escalating Your Complaint
If you are not satisfied with our response or the resolution provided, you can escalate your complaint by contacting our Customer Service Manager at Support@foothubb.com. Please include the details of your complaint and why you believe the issue has not been resolved satisfactorily.
Our Customer Service Manager will review the case and respond within 7 business days.
5. Feedback and Continuous Improvement
At FootHubb, we value your feedback and use it to improve our services continuously. Even if your complaint is resolved, we encourage you to share any additional thoughts or suggestions you may have.
6. Policy Review
This Complaints Policy is reviewed regularly to ensure its effectiveness and alignment with our commitment to customer satisfaction. We reserve the right to update or amend this policy at any time, with any changes being posted on our website.
If you have any questions about this Complaints Policy, please contact us at support@foothubb.com. We are here to help and are committed to ensuring a positive experience for all our customers.