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Complaints Policy

Complaints Policy

Effective date: 26 October 2025

1. Introduction

At Office Chair Outlet (“we”, “us”, “our”) we are committed to delivering quality products and a fair, transparent customer experience. If you are dissatisfied with any aspect of our products or services, please tell us so we can resolve your concern promptly and fairly. This Policy should be read with our Refunds & Returns Policy, Shipping & Delivery Policy, and Fair Use & Warranty Policy.

2. How to Submit a Complaint

You can submit a complaint via:

3. Information to Include

Providing the following will help us investigate quickly:

  • Your full name and preferred contact e-mail.
  • Order number/invoice (if applicable) and product model.
  • A clear description of the issue and when it occurred.
  • Supporting evidence (e.g., photos/videos of the product, packaging or defect).

4. Our Complaint Handling Process

  1. Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
  2. Assessment & Investigation: A trained agent will assess the matter, request any further details needed, and liaise with relevant teams (e.g., warehouse, courier, technical).
  3. Resolution: We aim to provide a reasoned outcome or proposed remedy within 7 business days of acknowledgement, depending on complexity and the availability of information.
  4. Follow-up: If further steps are required (e.g., inspection, courier investigation, parts procurement), we will keep you informed of progress and revised timeframes.

5. Remedies

Where a complaint is upheld, we will offer an appropriate remedy in line with our policies and applicable consumer law, which may include repair, replacement, refund, credit, or advice on proper use/installation. Timeframes may depend on courier investigations or the availability of parts.

6. Escalation

If you are not satisfied with the initial outcome, you may request an escalation by emailing support@officechairoutlet.co.za with the subject line “Complaint Escalation”. A senior representative will review your case and respond with a final position and rationale.

7. Records, Privacy & Confidentiality

We keep records of complaints and outcomes for quality assurance and legal purposes. Personal information is processed in accordance with our Privacy Policy and (where applicable) our GDPR Policy.

8. Unreasonable Conduct

We are committed to respectful, safe interactions. Abusive, threatening or vexatious behaviour, fraudulent claims, or misuse of our processes may result in restricted access to support services, order cancellation, or other appropriate action.

9. Updates to This Policy

We may update this Policy from time to time to reflect process improvements or legal changes. The updated version will be published on our website with a new effective date.

10. Contact

  • Company: Office Chair Outlet
  • E-mail: support@officechairoutlet.co.za
  • Postal address: Postnet Suite 42, Private Bag X 04, Menlopark, Pretoria, Gauteng, South Africa, 0102
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