Customer Complaints Procedure

Dear customers,

We value all feedback from our customers. We aim to avoid any dissatisfaction with our products; however should a complaint be logged we take it very serious and will lodge an investigation to determine the cause of dissatisfaction. The following procedure will outline the way complaints will be processed.

  1. Logging complaints

Complaints may be logged by

  • Calling our offices: Tel: 021 6385690
  • Electronic mail: info @ springrolls.co.za
  • In person at our retail outlet(for retail customers)
  1. Information required

To assist with a proper investigation, please supply us with the following:

  • The reason for dissatisfaction
  • The product in question in the original box
  • If the product cannot be returned, Clear images of the following must be submitted:
    • The original packaging/ box
    • The batch number
    • The expiry date
    • The packing code on the inside flap of the box
  1. Acknowledgment and investigation

Upon receipt of the complaint via email, a response will be sent to the customer acknowledging receipt of the complaint. Upon receipt of the complaint information specified above, the food safety team will then conduct an investigation into the possible cause of dissatisfaction.

  1. Feedback

The outcomes of the investigation will be compiled and presented in a customer feedback report. Feedback will be provided to the customer with 7 workingdays of receiving the complaint and all supporting information as required above. Feedback will outline the result of investigations conducted and resolution of the complaint.

Customer Feedback Procedure (Retail)

 We value all feedback.

All complaints or compliments can be communicated to us by: • Call: 021 638 5690 • Email: info @ springrolls.co.za • In person at our retail shop

 Please provide us with the following:

The slip of purchase • The product in question in the original packaging •If the product cannot be returned, we need the following information: •The batch number •The expiry date •The packing code on the inside flap of the box

Once we receive the required information, our quality department will investigate and provide feedback within 7 days.