Customer Care & Grievance Handling

At Gehnay, we value your feedback and are committed to resolving any concerns you may have. We have established a comprehensive complaint handling process to ensure your issues are addressed promptly and effectively.

How to File a Complaint

You can submit your complaint through any of the following channels:

  • Email: Send detailed information about your complaint to our customer service email
  • Phone: Call our customer support hotline during business hours
  • Contact Form: Fill out the contact form on our website with your complaint details
  • Social Media: Message us on our official social media pages

What Information to Include

To help us resolve your complaint quickly, please provide:

  • Your order number
  • Contact information (name, email, phone number)
  • Detailed description of the issue
  • Supporting evidence (photos, screenshots, etc.) if applicable
  • Your preferred resolution

Our Complaint Resolution Process

  1. Acknowledgment (Within 24 hours): We will acknowledge receipt of your complaint via email or SMS
  2. Investigation (1-3 business days): Our team will thoroughly review your complaint and gather necessary information
  3. Resolution (3-7 business days): We will provide a solution or explanation and take appropriate action
  4. Follow-up: We will contact you to ensure the resolution meets your satisfaction

Escalation Process

If you are not satisfied with the initial resolution, you can request escalation to our senior management team. We will review your case again and provide a final decision within 5-7 business days.

Our Commitment

We are dedicated to:

  • Treating all complaints with respect and confidentiality
  • Providing fair and unbiased resolutions
  • Continuously improving our services based on customer feedback
  • Maintaining transparent communication throughout the process

Your satisfaction is our priority. We appreciate your patience and cooperation in helping us serve you better.