Customer Grievance Redressal Policy
- We are dedicated to treating each consumer fairly and promptly addressing any complaints raised.
- We are committed to providing timely redressal for any issues raised, ensuring swift and effective resolution.
- We strive to ensure that customers are completely aware of the grievance redressal mechanism including the mode of lodging complaints, process of escalation along with contact details and timelines for resolution of complaints.
Level 1: Customer Care Executive
- A consumer can register his/her complaint by reaching out to our official what’s app number and email id. Thereafter, our customer support team will begin work on your grievance.
- Our team of customer support executives are dedicated to the resolution of your grievances.
- Customer support executive team will revert with acknowledgment of receipt of grievances within 72 hours of receiving the grievance.
- If necessary, our team may seek any additional information from the complainant for effective resolution.
- Our team aims to resolve your complaint along with proper justification and reason, within 1-7 working days of receiving the
Email: care.thesockexchange@gmail.com
What’s app Number: +91 8591073707.
Level 2: Chief Grievance Redressal Officer (CGRO).
In case a consumer is not satisfied with the response of the customer support executive or your concern/query is not addressed within the promised timeline, you can seek redressal from our Chief Grievance Redressal officer (CGRO).
Name of Chief Grievance Officer: Ms. Rohini
Email: grievance.thesockexchange@gmail.com
Contact number: +91 8591073707.
- Upon receipt of grievance by CGRO, he/she will send the receipt of acknowledgment of grievance to the complainant within 48- 72 hours of receiving the grievance.
- He shall seek any additional information if required from the consumers, customer support executives, or such other person they consider necessary.
- He shall, based on documents and information provided by the customer care executive and complainant resolve the issue within 7-10 working days of receipt of the complaint.
Level 3: Nodal Officer.
In case your concern/query is not addressed within the promised timeline or if the issue remains unresolved even after contacting the Grievance Officer, you may escalate it further to the Nodal Officer. A nodal officer is appointed by us as directed under rule 4(1) E- commerce Rules 2020 of the Consumer Protection Act 2019.
Name of Nodal officer: Mr.Sudarshan
Email: nodal.thesockexchange@gmail.com
1. Upon receipt of the grievance by the nodal Officer he shall send a receipt of acknowledgment of the grievance within 15 working days of receiving the grievance.
2. He shall seek all necessary information for the resolution of the grievance.
3. Based on the information so collected he shall resolve the grievance within days.
4. Mandatory display requirements: The company ensures the mandatory disclosure of all relevant details regarding the redressal mechanism, making it accessible and useful for consumers seeking resolution for their grievances.
5. Policy Review: Our redressal policies are regularly monitored, reviewed, and updated by the management of the company to align with consumer needs, ensuring that we provide fair and timely resolution of grievances.