We are committed to providing all users with a positive experience in using our site.
Our organizational philosophy includes a section on Customer focus first which says:
- We aim to provide the best possible user experience by putting the interests of our users first.
- It is only through excellent user experiences that visitors will come back and tell their friends.
- By always putting the visitors first we can be: The best place to shop online.
We want to be known as a service that:
- Provides a Hassle Free Return Policy
- Makes it easy for people to find their perfect product
- Provides a secure, easy-to-use online product
- Responds to suggestions from customers to improve our site
- Is solution-oriented and works with our users to address problems
- Provides fantastic customer service and sets an example in this way
- Is courteous and professional at all times
- Is consistent in our responses and the information we provide
- Listens to our customers and takes all issues seriously
- Apologizes when appropriate and is not afraid to acknowledge when we have messed up
- Responds to every email we receive, and provides helpful and timely responses
- Goes the extra mile – always asking ‘what else can I do?’ and ‘how can I do more?”
- Delivers on its promises
- Fixes everything twice – once when the problem first occurs and second by finding a way to stop the problem happening again
WHAT YOU CAN EXPECT FROM US
Everyone can expect:
- Courteous, professional and enthusiastic staff
- Staff with the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to someone who has.
- A solution-oriented focus when dealing with your questions and a commitment to working with you.
- Confidentiality and respect for your privacy
- All emails and phone calls will receive a prompt response in line with our standards
- Clear and accurate information, and an easy-to-use service
HOW YOU CAN HELP US
Everyone can help us by:
- Ask us first if you have any questions, don’t assume your problem can’t be solved
- Telling us as soon as possible of any problems or potential problems
- Treating our staff courteously
- Providing feedback to enable us to improve our service
- Providing accurate information in your dealings with us
- Working with us to solve any problems you may have.