If you have a complaint, you can contact us by phone at +1 908 987 3286 (available during business hours), email at [email protected], or using our web form: Contact Us
At Pet-How.com, we are committed to providing exceptional service and valuable resources for pet owners. We understand that there may be times when our users may have concerns or complaints, and we take these matters seriously. This policy outlines how we handle and resolve complaints.
Submitting Your Complaint
Please provide as much detail as possible about your complaint, including any relevant documents or evidence, to help us understand and address your concerns promptly.
Acknowledgment of Your Complaint
We will acknowledge your complaint within two working days and provide you with the name of the person handling your complaint. If your complaint is complex or will take longer than ten working days to resolve, we will provide an interim update on the investigation.
Investigation of Your Complaint
We will thoroughly investigate your complaint and aim to resolve it efficiently. Possible outcomes may include a clarification, apology, or other appropriate remedies. Our response will outline the resolution and any next steps.
Resolution of Your Complaint
We aim to resolve complaints within 10 working days of receipt. If we cannot meet this commitment, we will contact you to explain the reasons for the delay and provide a revised timeline.
Escalation of Your Complaint
If you are not satisfied with the resolution provided, please feel free to contact our management team at [email protected] so that we may review any further steps needed to resolve your issue quickly and consistently, with due consideration regarding confidentiality.
Record Keeping
We will keep a record of your complaint and our response for internal purposes for at least six months from when it was received. Our management team reviews all complaints to monitor trends and ensure continuous improvement in our services.
Feedback
We welcome feedback on our response and will use it to improve our processes and services.
