Complaints Procedure for Direct Stoves
Complaints Policy for OnlineStoveStore.com
At OnlineStoveStore.com, we value feedback from our customers and are committed to addressing complaints promptly and fairly. This document outlines our complaints procedure to ensure transparency and customer satisfaction.
Publicised Contact Details for Complaints
Written complaints can be sent to:
Online Stove Store
3787 Stevens Creek Blvd #102
Alternatively, complaints can be submitted via email to support@onlinestovestore.com or by phone at (707)356-9745
We also monitor social media and other platforms for feedback and complaints submitted through those channels.
Receiving Complaints
Complaints may be submitted via any of the above methods or other communication channels.
When a verbal or in-person complaint is received, the recipient should:
- Record the facts of the complaint.
- Take the complainant’s name, address, and contact details.
- Note the complainant’s relationship with OnlineStoveStore.com (e.g., customer, partner).
- Explain that we have a formal complaints procedure.
- Inform the complainant about the next steps and the expected timeline.
- Request a written account of the complaint (if appropriate) for accuracy and clarity.
Resolving Complaints
Stage One: Initial Resolution
Most complaints can be resolved quickly by the team member responsible for the issue. If the issue can be resolved immediately, it should be. All complaints must be logged and escalated to the OnlineStoveStore.com Manager within five business days, regardless of resolution status.
The Manager will:
- Record the complaint in the Complaints Logbook.
- Assign an appropriate person to investigate unresolved complaints.
- Notify any individuals named in the complaint and give them a fair opportunity to respond.
The assigned individual will:
- Acknowledge the complaint within five working days.
- Outline who is handling the complaint and provide an estimated timeline for a response.
- Include a copy of this complaints procedure with the acknowledgment.
A full response should ideally be provided within one month. If further investigation is needed, a progress report will be sent with an updated timeline.
The response will include:
- Details of the investigation.
- Conclusions from the investigation.
- Any actions taken as a result of the complaint.
Stage Two: Escalation to Management
If the complainant feels the issue has not been resolved, they can request a review at the management level. The complaint will then be escalated to the Owner of OnlineStoveStore.com.
The request will be acknowledged within five working days, outlining who will handle the case and when a response can be expected.
The Owner or a senior delegate will:
- Review the case, including all documentation and the actions taken at Stage One.
- Speak with the individual(s) involved in the initial resolution process.
A definitive response will be provided within one month. If more time is required, the complainant will be updated with a progress report.
The response will include:
- Details of further investigation.
- Conclusions and findings.
- Any additional actions taken.
This decision is final unless it is deemed necessary to involve external resolution services.
External Stage
If the complainant remains dissatisfied, they may refer their complaint to an external body for resolution.
Variation of the Complaints Procedure
The Owner reserves the right to adapt the complaints procedure when necessary, such as to avoid conflicts of interest.
Monitoring and Learning from Complaints
All complaints are reviewed annually to identify trends and areas for improvement. This helps us enhance our services and ensure ongoing customer satisfaction.
Thank you for allowing us the opportunity to address your concerns.
For assistance, contact support@onlinestovestore.com +1(661)-660-4018