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Customer Complaint Collections

Reacting quickly to customer complaints to ensure you regain consumer confidence. In fact, our field team will react within 2-3 hours after a customer complaint has been raised. An associate will collect the defective sample directly from a store’s Customer Service Department or directly from the customers home.

helpdesk operators

Fast reaction to any customer complaint

Regaining consumer confidence once a complaint has been made is important. Assosia will work with you to ensure you get the product back quickly for testing.

  • Faulty goods collection directly from consumers homes or retailers customer service
  • Contact the consumer on your behalf to arrange the most convenient time to collect the product
  • Ability to complete a questionnaire/assessment of the consumer if required
  • Liaise with customer service to ensure they still have the product before our team go to store
  • Same day collections
  • Product photographed, packaged securely and shipped to the required location
  • Same day couriers arranged for urgent requests
Customer service concept in word cloud
Customer service concept in word tag cloud on white

Additional Values

  • Updates to client from start to finish
  • Additional details can be provided if required prior to product being shipped
  • Chilled products will be shipped in chilled boxes to ensure the product is at the correct temperature when delivered to the required location
  • Document given to consumer stating the collection has been made by Assosia
  • Product condition prior to collection
  • Instigate a product recall should you receive a number of same complaints
global online shopping

Instant Reaction

We understand how important it is to react quickly for any consumer complaint, with our global field team we can:

  • Contact the consumer to arrange collection of the faulty goods at a time to suit them
  • Collect products from retail outlets same day from any location
  • Products will be photographed and emailed to the client before shipping as evidence of collection
  • Same day courier can be arranged or overnight shipment – all fully trackable
  • Dedicated account manager will keep you updated with the status at each key stage
Complaint form
Complaint form

Reporting

It is important that you are kept updated throughout the customer complaint procedure:

  • Email notification of when the product is being collected
  • Regular updates throughout the process by phone or email
  • Reports available in a format that suits you
Customer complaint collections flow diagram
Customer Complaint Collections 1

Working with Assosia?

It’s easy – just talk to us about your complaint request and we will begin the process.

  • Dedicated account manager will agree the best methodology for the collection
  • Products collected same day if consumer is available
  • Check if product is still available at customer service for any in-store collections
  • Regular updates provided so you are always aware of which stage the collection is at
  • No contract or subscription required – this service can be utilised on an ad-hoc basis