Customer centricity and satisfaction are important pillars within Petsy’s founding pillars. Our values of care, good isn’t enough & integrity guides us in maintaining a customer centric approach and ensuring that we stay steady on our path to wow our customers every time. As we strive to provide high quality customer service, please refer to this Customer Grievance Redressal policy to share any feedback or concern(s) you may have regarding our product(s) and/or service(s). This policy summarises and outlines the framework for Petsy to utilise when addressing customer grievances.
For any queries regarding our returns policy please visit here.
Objective and principles governing the policy:
- Customer shall be always treated fairly.
- Issues raised by customers are attended and resolved in a timely and effective manner.
- Customers are fully informed on the escalation matrix for any complaints’ resolution that they are dissatisfied with.
Level 1: Customer Support
Customers can reach out to our Customer Service team via the following channels:
- Email ID: email@example.com.
- For customers that send their query, concern or issue via email, a ticket number is auto-generated and provided on the customer’s email ID through which the email was initially sent. The Petsy Customer Service representative may ask for the ticket number from the customer for verification purposes. Customers can use the ticket number to provide any updates on the escalation of the complaint to the customer upon request.
Customer service phone line
- Phone: +91 91722 84372 (Monday – Sunday 10am – 8pm and 10am – 3pm on public holidays)
- WhatsApp Number: 75068 39062 (Monday – Sunday 10am – 8pm and 10am – 3pm on public holidays)
Lodge a ticket with our Customer Service Team
- The customer may choose to lodge a complaint at the form provided on the following page - https://www.petsy.online/pages/contact-us. A ticket number is auto-generated sent to the nominated email address provided by the customer. The Petsy Customer Service representative may ask for the ticket number from the customer for verification purposes. Customers can use the ticket number to provide any updates on the escalation of the complaint to the customer upon request.
You can expect a response to your query / complaint within 24 hours from the receipt of your query / complaint.
Level 2: Grievance Officer
If you query has not been resolved within seven (7) working days in a satisfactory manner after you have reached out to our customer service team as mentioned above, you can escalate this complaint to our grievance officer whose details are provided below:
Grievance Officer Name: Anthony D'Costa
Position: Customer Service Training & Development Team Leader
Address: 3 Gujrat Industrial Estate, Vishweshwar Nagar Road, Churi Wadi, Goregaon East, Mumbai, Maharashtra 400063
Email Id: firstname.lastname@example.org
Phone: +91 91722 84372
Time: Mon to Friday (10am to 8pm)
Once a complaint has been received by the grievance officer, the officer will generate a ticket number for your complaint and share this with you within 48 hours from the receipt of your query / complaint by the grievance officer.
Level 3: Nodal Officer
In the unlikely event that your complaint or issue remains unresolved by our grievance officer, you can contact our Nodal Officer
Nodal officer Name: Veer Shah
You can expect a response to your query / complaint within 03 working days from the receipt of your query / complaint by the nodal officer.
Disclaimers and other information you need to know
- Petsy DOES NOT solicit confidential details like your OTP/CVV/PIN/Card Number either through Calls/SMS/WhatsApp/Surveys/mail/Link or any other means. Please report such suspicious activities to email@example.com
- Petsy reserves the right to amend the Grievance Redressal Policy in whole or in part, at any time, effective immediately upon posting on this website, and without prior intimation.
- Petsy reserves the right to divert the e-mails to firstname.lastname@example.org in event customers have directly written to email@example.com or firstname.lastname@example.org, without exhausting the Grievance Redressal communication matrix mentioned above.
- Petsy relies on retail and payment partners. In certain cases where there may be payment/refund issues or specific product queries that require additional investigation, there may be a delay in responding to your query as this would be beyond our control once we pass the investigation on to our partners. However, we try our best to adhere to the timelines stated in this policy and where we envisage any delays, will inform you of the same.