Handling of complains
Over time we have noticed in the teak industry that the most frequent reason for "groundless claims" is due to inadequate knowledge during the sales process. Unfortunately, sometimes this is made worse by consciously “hiding” some of the characteristics of the material from uneducated clients who were not aware of such concerns at the time of purchase. Follow-up sessions indicate that additional purchases would have been made if information had been correct at the time of negotiating the initial purchase. Such situations, named “purchase error” in legal terms, can be easily avoided if the specialised knowledge and honesty are provided during the process of planning and negotiating the sale.
For this reason we advise that, regardless of where you buy your furniture from, as a buyer you should pay special attention to the unique product attributes and advice provided by the vendor. Further, you should identify your specific needs and product attributes that you require from your garden furniture in order to avoid disappointment.
Our priority is to advise correctly and enhance the product knowledge of our clients. We have learned that those clients that opted for other products later recommended us to their friends for reasons of “objective counselling”.
Further, we take each claim seriously and carry out the necessary checks. Owing to the fact that we regard our clients as our most important assets, even if we do not see a justified claim, we endeavour to solve, if possible, the “existing problem”.
If you think you have a reason to make a claim and if it is about a relatively new piece of furniture, please store the item in a protected area. This will minimize deterioration due to atmospheric conditions and enable us find an alternative use for it later. Please contact us as soon as possible and describe the problem as accurately as you can. If you have a digital camera please take photos of the item and send the photographs by e-mail along with a written description to facilitate our claim assessment. After carrying out the necessary checks we will contact you immediately.
ONCE YOU START TO WORK WITH US YOU WILL SEE - WE ARE TOTALLY COMMITTED TO OUR PHILOSOPHY OF RESPECT FOR PRODUCT QUALITY AND LONG-TERM CUSTOMER SATISFACTION! |
