Complaints and Suggestions

Introduction

At Ameera Store, we are committed to providing the best shopping experience for our valued customers. We recognize that your satisfaction is the foundation of our success, and therefore we welcome all your complaints and suggestions to continuously improve our services.

Policy Objectives

  1. Provide an effective channel for communication with customers
  2. Handle complaints with transparency and fairness
  3. Improve the quality of products and services
  4. Build a long-term trust relationship with our customers
  5. Benefit from suggestions for continuous development

Policy Scope

This policy applies to:

  • All Ameera Store customers
  • All products and services offered
  • All sales channels (online store, branches, application)

Types of Accepted Complaints

1. Product Complaints

  • Product quality
  • Manufacturing defects
  • Non-compliance with specifications
  • Product damage upon delivery
  • Expiration date issues

2. Service Complaints

  • Delivery delays
  • Poor treatment by staff
  • Failure to respond to inquiries
  • Payment process issues
  • Return or exchange problems

3. Website Complaints

  • Technical issues
  • Browsing difficulties
  • Inaccurate information

4. Pricing Complaints

  • Invoice errors
  • Incorrect application of offers and discounts

Methods for Submitting Complaints and Suggestions

1. Electronic Channels

2. Direct Channels

  • Phone: Customer Service [Unified Number]
  • Branches: Customer service desk at any branch

3. Social Media

  • Instagram / Twitter / Facebook (Direct Messages)

Required Information When Submitting a Complaint

To ensure effective handling of your complaint, please provide:

1. Personal Information:

  • Full name
  • Mobile number
  • Email address

2. Complaint Details:

  • Order number (if available)
  • Purchase date
  • Detailed description of the problem
  • Supporting photos or documents (if available)

3. Desired Outcome:

  • Proposed solution from your perspective

Complaint Handling Procedures

Stage One: Receipt and Registration

  • Immediate complaint receipt
  • Issuance of complaint reference number
  • Confirmation message sent to customer within one hour

Stage Two: Review and Investigation

  • Complaint study by the relevant department
  • Communication with customer for additional information (if needed)
  • Review period: 24-48 business hours

Stage Three: Decision Making

  • Determination of appropriate solution
  • Approval from relevant management
  • Informing customer of the decision

Stage Four: Implementation

  • Application of agreed solution
  • Follow-up until complete execution
  • Maximum implementation period: 7 business days

Stage Five: Follow-up

  • Ensuring customer satisfaction with the solution
  • Official complaint closure

Available Solutions

Depending on the complaint type, we may offer:

  1. Full refund of the amount paid
  2. Product replacement with a new one
  3. Financial compensation or discount coupon
  4. Service re-provision free of charge
  5. Official apology with guarantee of non-recurrence

Priority Handling Criteria

Urgent Priority (Immediate handling):

  • Health or safety issues
  • Financial fraud
  • Privacy violations

High Priority (24 hours):

  • Defective products
  • Severe delivery delays
  • Financial amount issues

Medium Priority (48 hours):

  • General service complaints
  • Website issues

Regular Priority (5-7 days):

  • General suggestions
  • Inquiries

Suggestions Policy

Types of Welcome Suggestions:

  • Development of current products
  • Addition of new products
  • Customer service improvement
  • Website and app development
  • Marketing and promotional ideas

Handling Suggestions:

  • Serious study of all suggestions
  • Response to the suggester within one week
  • Implementation of valuable suggestions
  • Recognition of outstanding suggestions contributors

Customer Rights

You have the right to:

  • Submit a complaint without any restrictions
  • Receive a response within the specified period
  • Be treated with courtesy and respect
  • Continuous follow-up until problem resolution
  • Escalate the complaint in case of dissatisfaction
  • Complete confidentiality of your information

Customer Duties

We expect you to:

  • Provide accurate and honest information
  • Cooperate in providing required documents
  • Communicate in a respectful manner
  • Not use malicious complaints
  • Give a reasonable opportunity to solve the problem

Complaint Escalation

In case of dissatisfaction with the provided solution:

Level One: Customer Service Supervisor
Level Two: Customer Service Manager
Level Three: Senior Management
Level Four: Senior Complaints Committee

Email for complaint escalation: [email protected]

Unacceptable Complaints

The following will not be accepted:

  • Offensive or vulgar complaints
  • Malicious complaints without basis
  • Unreasonable requests
  • Repeated complaints after resolution
  • Threats or blackmail

Confidentiality and Privacy

  • All complaints are handled with complete confidentiality
  • No sharing of your information with external parties
  • Retention of complaint records for two years
  • Use of information only to solve the problem

Performance Indicators

We measure our success through:

  • Percentage of complaints resolved on time: 95%
  • Customer satisfaction rate after resolution: 90%
  • Average response time: Less than 24 hours
  • Percentage of recurring complaints: Less than 5%

Continuous Improvement

  • Periodic review of complaints and suggestions
  • Root cause analysis
  • Continuous staff training
  • Policy updates as needed
  • Monthly reports to management

Exceptions

Some cases may take longer:

  • Complaints requiring extensive investigation
  • Legal issues
  • Complaints related to third parties (shipping companies)

Customer will be informed of the delay and its reasons

Contact Information

Complaints and Suggestions Department:

Policy Amendment

  • Ameera Store reserves the right to amend this policy at any time
  • Customers will be notified of any substantial changes
  • Last update date: [Date]

Our Commitment

Ameera Store pledges to:

  • ✅ Listen carefully to all complaints
  • ✅ Fair and prompt handling
  • ✅ Transparency in dealings
  • ✅ Continuous improvement
  • ✅ Put the customer first

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