CUSTOMER SERVICE POLICY STATEMENT

Our commitment is to be valued and trusted by our customers and trusted partners to make every interaction with us a pleasant and positive experience. It is very important to us that we get things right and that our customers are pleased with our products and service. Our Customer Service Policy has been established to be reflective of our shared values. These values set forth are our basic principals for working with our customers, and include integrity, empathy, customer care, passion, and teamwork.
 
Mothersgold expects the highest possible standards and integrity and conduct in all matters. True relationships with our customers, clients, and partners are supported by the following Codes of Conduct:
 
  1. We put you, the customer, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention, and empathy. This means listening intently, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.
 
  1. We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and complete satisfaction if possible.
 
  1. We provide honest responses, and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises because we understand nothing annoys customers more than a broken one.
 

Consultation, Feedback and Complaints


Our primary goal is to surpass your expectations in very interaction. Comments and feedback from you regarding how well your expectations are being met are welcome and appreciated. If at any time during interaction with our company you are not happy with the level of service you experience please submit a detailed summary of your concern(s) by email to info@mothersgold.com. All concerns will be addressed within 24-48 business hours of day of receipt, followed by a through investigation into the issue involved. Resolutions will be discussed with you implemented to ensure your issue is resolved as soon as possible.

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