Complaints about us
 
 
Your complaints or concerns are important to us! Where something has gone wrong, they help us to put it right and improve our service.
When considering complaints about us we try to be:
· helpful and accessible;
· clear, timely and thorough; and
· positive about putting matters right and learning lessons for the future.
 
Why complain?
· We are committed to responding properly to any complaints.
· If we do not agree with your view of our service, we will explain the reasons why. We hope this will help you to understand matters better, even if some of your concerns still remain.
· If we do agree with all or part of your complaint, we will apologize and we will take other steps we consider appropriate to provide a remedy for our failure.
 
What can I complain about?
Anyone who contacts us and is dissatisfied with our service can complain.
For example, you may wish to complain about:
· inaccurate or incomplete information that we have given you on our website regarding a product description;
· information you received during a phone call or through an e-mail
· the handling of a transaction
· order processing or shipping times
· customer service or your treatment by our staff (such as rudeness or not doing what we said we would do)
 
How can I complain?
You can complain by letter, fax, email or telephone to either the staff member who you have already been in contact with or to the main office. You can call our switchboard at 760-324-3499 and ask to speak to customer service or simply say “I want to speak to someone in charge !”
 
Do I need special help to use your service?
If you have difficulty using our service (for example, if you have a disability or English is not your first language) please let us know, so that we can discuss with you what special help we may be able to give.
 
Is there a time limit for complaining?
· You should complain to us within 30 days. If you do not contact us within that time, we will normally take no action on your complaint.
· However, we will consider any exceptional reasons you may give us for not meeting this time limit.
 
What happens to my complaint about you?
· We aim to acknowledge your complaint within five working days of receiving it.
· We will tell you who will be responsible for responding to your complaint via e-mail.
· We normally expect to respond to complaints within 10 working days of receiving them. If we cannot do so, we will let you know and explain why.
· We will not normally review our decision on your case if you just express general dissatisfaction with it.
 
What if I disagree with your response?
After you have received our decision on your complaint there is no further internal review of the same matter. Unless you raise new issues that we consider significant, we will not respond to you further.
 
Bottom line, what can I expect?
It is the determination of StarTrend, Inc. and the StarTrend123.com online store to provide our customers a superior shopping experience. We will do everything in our power to resolve any disputes and remedy any complaints. Why not give us a try? If you are unhappy or dissatisfied we urge you to contact us. In this way we have an opportunity to demonstrate our commitment to your complete satisfaction!