Mechanism for handling complaints and suggestions
🛎 Complaints and Suggestions Handling Mechanism – MorHerbal
Thank you for contacting us. We welcome your complaints and suggestions and strive to serve you in the best possible way!
- 🎯 Objective and Scope
This mechanism aims to:
Listen to your concerns and suggestions in a respectful and effective manner.
Provide them with pleasure and professionalism.
Achieve continuous improvements to our services.
This mechanism applies to all of the following:
Users and customers (individuals or organizations)
who have communicated via the MorHerbal website or its associated social media platforms
- 📥 Ways to Submit a Complaint or Suggestion
You can submit your complaint or suggestion via:
Email:
Phone/WhatsApp: +971505975080
Online form: on the “Contact Us” page on the website
Directly: Through customer service representatives, if necessary
- 📌 Required Information
Please provide us with the following details to facilitate processing:
Your name and contact number
Order number (if applicable)
A brief description of the problem or suggestion
Any relevant documents or screenshots
The more information, the faster and more efficient our response!
- ⏱️ Receipt and Confirmation
We will confirm receipt of your complaint within 48 business hours via email or phone.
You will be assigned a tracking number; please retain it.
- 🔍 Investigation and Analysis
The complaint/suggestion is referred to the relevant team immediately upon receipt.
The investigation is conducted quickly and fairly, in accordance with the principles of fairness and integrity.
We are committed to strict confidentiality for all participants.
- 🗣️ Contacting You
You will be contacted within 5 business days to provide updates or request additional information.
You will be notified of the outcome of the processing, whether the complaint has been resolved, the proposal has been implemented, or the reason has been explained if this is not possible.
- ✅ Case Closure
The complaint is closed after the resolution or proposal has been confirmed.
We will send you a message explaining the steps taken and the results, encouraging you to review the quality of the resolution.
- 📈 Continuous Improvement
We keep records of all cases for analysis and use to improve our services.
We periodically review the policy to ensure that procedures are evolving and relevant to your needs.
- 🆘 Escalating Complaints
If the desired resolution is not achieved within 10 business days, you have the right to escalate the complaint to higher levels by:
Directly contacting management
Requesting the intervention of a neutral third party, if necessary
- 🤝 Concluding Remarks
All services are provided free of charge, with no administrative fees.
MorHerbal is committed to reviewing every complaint or suggestion with professionalism and courtesy, within a work culture based on respect and improving the customer experience.