Complaints Procedure
At Grillstream, we are committed to providing high-quality products and excellent customer service. However, we recognise that issues may occasionally arise and welcome the opportunity to resolve them promptly and fairly.
1. How to Raise a Complaint
If you have a complaint regarding a product or service, please contact your Grillstream sales representative or our customer services team (consumer@leisuregrow.com) in the first instance.
To help us investigate efficiently, please provide full details of the issue, including order reference numbers, product information, and supporting photographs where relevant.
2. Acknowledgement
All complaints will be acknowledged within a reasonable timeframe, typically within two working days of receipt. We will confirm that your complaint is under review and may request additional information if required.
3. Investigation
Your complaint will be thoroughly investigated by the appropriate department. We aim to assess all relevant details, including product specifications, usage conditions, and warranty terms, to ensure a fair and accurate outcome.
4. Resolution
Once the investigation is complete, we will communicate our findings and proposed resolution as quickly as possible. Where appropriate, this may include repair, replacement, credit, or an alternative solution in line with Grillstream’s terms and conditions.
5. Escalation
If you are not satisfied with the proposed outcome, you may request that the complaint be escalated for further review by senior management. We are committed to working with you to reach a mutually acceptable resolution.
6. Continuous Improvement
All complaints are logged and reviewed to help us improve our products and services, ensuring we continue to meet the high standards our customers expect.
Grillstream values your feedback and appreciates the opportunity to resolve any concerns professionally and efficiently.