Our Complaint Handling Procedure

STEP

DESCRIPTION

TIMELINE

A - If customer submits a complaint directly to barista at the store*

Step 1

Barista will receive and acknowledge the customer’s complaint, inquiry, comment, or feedback.

Within 2 – 5 minutes.

Step 2

Barista to assess the situation and propose a resolution to the customer.

Within 1 day from the customer’s complaint.

Step 3

If barista is unable to provide a resolution or if the customer is not satisfied with the proposed solution in Step 2, the matter will be escalated to the Customer Care Center for further handling.

Within 2 – 3 days from the customer’s complaint. 

B – If customer submits a complaint to Customer Care Center*

Step 1

Customer Care Center will receive and acknowledge the customer’s complaint, inquiry, comment, or feedback.

Within 2 days from the complaint submission date.

Step 2

Customer Care Center will analyzes the matter, coordinates with relevant departments (if necessary), and proposes a resolution.

According to our internal procedures.

Step 3

Customer Care Center will respond to the customer.

Within 3 – 5 days from the complaint submission date; for complex cases, the processing time may be extended to up to 15 days.

Step 4

Implement the solution which has been agreed with the customer or continue engaging with the customer.

On a case-by-case basic.