At Crosby Coffee, we are committed to providing exceptional products and services to all our customers. However, we recognise that there may be occasions when expectations are not met.
This policy outlines how complaints can be raised and how we address them with fairness, transparency, and a commitment to resolving issues promptly.
If you have a concern about any aspect of our products, services, or interactions, we encourage you to let us know.
Complaints can be submitted via email or through our contact form available on the website. To help us address the matter efficiently, we ask that you provide as much detail as possible, including the nature of the issue and any relevant dates or circumstances.
Upon receipt of your complaint, we will acknowledge it within a reasonable timeframe. We aim to respond promptly and provide an initial resolution or update on the steps being taken to address your concerns.
In cases where further investigation is required, we will keep you informed of the progress and expected timelines for resolution.
We investigate all complaints thoroughly and objectively, striving to identify the root cause and implement an appropriate solution.
If a resolution is offered, we will clearly communicate the steps we have taken or plan to take to address the issue. Our priority is to ensure that your concerns are handled fairly and that a satisfactory outcome is reached.
If you are not satisfied with the outcome of your complaint, you may request that the matter be reviewed further.
In such cases, a senior member of our team will revisit the complaint and provide a final response, ensuring all aspects of the issue have been thoroughly examined.
We view complaints as an opportunity to improve our products, services, and customer experience.
Feedback from our customers is invaluable, and we use it to identify areas for growth and enhancement. By addressing complaints constructively, we aim to continually raise our standards and ensure customer satisfaction.
At Crosby Coffee, we are committed to listening to our customers and addressing any concerns in a fair, respectful, and timely manner.
If you have a complaint, we encourage you to reach out to us so we can work towards a resolution and maintain the high standards you expect from us.