Giovanella Jewellery Complaints Handling Procedure

Read this full article before filling the complaint.

Giovanella Jewellery is committed to addressing customer complaints promptly, fairly, and effectively. This procedure outlines the process for handling complaints related to our products and services. This document is available on our website at [Website Address] and in-store.

1. Receiving Complaints

Complaints may be received through various channels, including:

All employees are responsible for receiving complaints and ensuring they are directed to the appropriate personnel.

2. Acknowledging Complaints

All complaints will be acknowledged within 2 business days of receipt. The acknowledgment will be sent via email, unless the customer has specified a different method of contact.

The acknowledgment will include:

  • A reference number for the complaint
  • An estimated timeframe for resolution (generally within 10 business days)
  • Contact information for the person handling the complaint
  • A link to this full complaints procedure document.

3. Investigating Complaints

A thorough investigation of the complaint will be conducted, gathering all necessary information.

This may involve:

  • Reviewing relevant documentation (e.g., sales records, product information)
  • Inspecting the product (if applicable)
  • Interviewing relevant parties (e.g., employees, customers)

4. Resolving Complaints

The goal is to provide a fair and satisfactory resolution to the customer in a timely manner. The resolution will be communicated clearly to the customer, including any terms or conditions, and the customer will be given 7 days to respond to the proposed resolution.

Possible resolutions may include:

  • Product repair or replacement
  • Refund or partial refund
  • Store credit
  • Apology
  • Explanation of the issue

Specific resolution scenarios:

  • Manufacturing defects identified within 30 days: Full replacement or refund.
  • Repairs exceeding 14 days: Temporary replacement or store credit.
  • Damaged Goods: Full refund or replacement, including covering return shipping costs.

5. Escalation

If the complaint cannot be resolved at the initial stage, it will be escalated to a higher level of authority. The customer will be informed of the escalation and the expected timeframe for further review.

Escalation Levels:

  • Level 1: Store Manager
  • Level 2: Customer Service Manager (Resolution within 5 business days of escalation)
  • Level 3: Head of Retail Operations (Resolution within 5 business days of escalation)

6. Documentation and Record Keeping

All complaints and their resolutions will be documented in a centralized system. Records will be retained for 7 years and will include:

  • Customer details (Name, contact information)
  • Product information
  • Description of the complaint
  • Investigation findings
  • Resolution details
  • Communication with the customer

7. Analysis and Improvement

Regular analysis of complaint data will be conducted to identify trends and areas for improvement in our products, services, and processes. Corrective actions will be implemented to address the root causes of complaints and prevent future occurrences.

8. Training

All employees involved in customer service and sales will receive training on this complaint handling procedure.

Training will cover:

  • Effective communication and listening skills
  • Empathy and problem-solving
  • Company policies and procedures
  • Escalation procedures
  • Documentation requirements
  • Data protection in handling complaints.

9. Independent Review

In the event that a complaint cannot be resolved to the customer’s satisfaction through our internal process, the customer may refer the complaint to [Name of relevant independent arbitration/mediation service, if applicable, with contact details].

10. Complaints Contact Page

For further information or to submit a complaint online, please visit our dedicated contact page: https://giovanellajewellery.com/complaint