Legal Notice
Customer Feedback & Complaints Resolution Policy
1. Purpose
Website PHƯƠNG TRÁNG GLOBAL always prioritizes customer rights. We establish a mechanism to receive and resolve inquiries, feedback, requests, and complaints to ensure that all customer opinions are fully recorded, transparently handled, and responded to within a reasonable timeframe in compliance with applicable laws.
This policy applies to all customers making transactions or utilizing services on website PHƯƠNG TRÁNG GLOBAL.
2. Methods of Receiving Complaints & Requests
Customers can send feedback, requests, or complaints through any of the following channels:
- Website: https://saigonphuongtrangglobal.com
- Hotline: 0974204512
- Email: phuongtrangglobal@gmail.com
- Online Contact Form: "Contact" or "Customer Support" page.
- Receiving Address: CÔNG TY TNHH THƯƠNG MẠI DỊCH VỤ PHƯƠNG TRÁNG GLOBAL – T4-51 Đường T4, Phố Manhattan, Vinhomes Grand Park, Phường Long Bình, Thành Phố Hồ Chí Minh, Việt Nam.
Customers are requested to provide full details:
- Full Name;
- Phone Number;
- Email Address;
- Order Code (if applicable);
- Detailed content of feedback or complaint;
- Relevant photos, videos, or documents (if applicable).
3. Resolution Procedure
Step 1. Information Intake: Upon receiving feedback/complaint, the Customer Service team records and checks document completeness. If details are missing, customer will be requested to provide supplementary information.
Step 2. Verification: Cross-check order details, transaction logs, logistics tracking, and coordinate with courier partners or internal departments.
Step 3. Initial Response: Send acknowledgement response and tentative resolution timeline to the customer.
Step 4. Settlement: Depending on the case, offer appropriate remedies: information clarification, return/exchange support, refund, supplementary shipping, or order correction.
Step 5. Case Closure: Notify final outcome via phone, email, or registered contact method.
4. Response Timelines
| Request Type | Initial Response Time | Estimated Resolution Time |
|---|---|---|
| Product Consultation | Within 24 business hours | Same day |
| Order Confirmation | Within 24 hours | 01 business day |
| Product Quality Feedback | Within 24 hours | 03–07 business days |
| Delivery Complaint | Within 24 hours | 03–05 business days |
| Return & Exchange Request | Within 24 hours | 03–07 business days |
| Refund Request | Within 24 hours | 05–10 business days (depending on payment method) |
| Other Complaints | Within 24 hours | Max 15 business days (except force majeure) |
5. Support Measures
To ensure quick and accurate handling, we apply transaction history archiving, system status tracking, payment verification, logistics audit, and multi-department coordination.
6. Customer Rights and Obligations
Customers are responsible for providing truthful information and cooperating during verification. Website reserves the right to decline resolution in case of inaccurate data, unsubstantiated claims, or fraudulent activity.
7. Contact Information
Company: CÔNG TY TNHH THƯƠNG MẠI DỊCH VỤ PHƯƠNG TRÁNG GLOBAL
Website: PHƯƠNG TRÁNG GLOBAL (https://saigonphuongtrangglobal.com)
Hotline: 0974204512
Email: phuongtrangglobal@gmail.com
Address: T4-51 Đường T4, Phố Manhattan, Vinhomes Grand Park, Phường Long Bình, Thành Phố Hồ Chí Minh, Việt Nam