Modern Group Limited Aftercare Procedure
At Modern Group Limited, we strive to provide excellent products and customer service. However, if you have any complaints, we want to hear from you and will make every effort to resolve the issue promptly and professionally.
How to File a Complaint
If you have a complaint regarding our website, products, shipping, or any other issue, please contact us using the contact form below:
We will require photographs and or video evidence of the issue.
If your issue is related to an appliance not functioning correctly, we will require installation photographs/videos and details of the installer should we need to contact them directly for information.
PLEASE NOTE: all photographs and video should be taken at a distance showing both the area of complaint and the whole appliance, we can zoom in if required – close up photographs and videos cannot be accepted for full investigation.
Please see examples below for what is required.
Our Process
- One of our customer service representatives will be assigned to your case and will reach out to you within 2 business days to discuss the complaint and determine next steps.
- We will thoroughly investigate your complaint and respond within 5 business days of receiving it.
- If your complaint requires further investigation or resolution, we will provide status updates every 5 business days.
- Our goal is to resolve all complaints within 30 days through repair, replacement, refund or other fair means.
We value your feedback, both positive and negative, as it helps us improve. Rest assured, you will not be subject to negative treatment for filing a complaint.
If you have any other questions about our complaints policy and procedure, please let us know. Thank you for your patience and for choosing Modern Group Limited.
