At Metro Threadz, operated by Buynest Ventures, we strive to offer a seamless and trustworthy shopping experience for men’s clothing. In this policy, “we,” “our,” and “us” refer to Buynest Ventures, while “you,” “your,” and “user” denote our customers. We are committed to fairness, transparency, and timely grievance resolution. This document explains how complaints are handled professionally and in accordance with applicable laws.
What Constitutes a Grievance
A grievance includes any complaint, concern, or dissatisfaction related to products or services from our platform. Examples include:
- Receiving defective or substandard men’s clothing
- Incorrect, delayed, or failed deliveries
- Payment errors or transaction issues
- Challenges with returns, exchanges, or refunds
- Issues with customer support
- Requests for clarification regarding website policies
How to Submit a Grievance
To file a grievance:
- Help Centre / Contact Page: Visit the “Help Centre” or “Contact Us” section on the website or app
- Select Category: Choose the option that best matches your issue
- Provide Details: Enter your Order ID, describe the issue clearly, and attach relevant images or documents
- Review & Submit: Our support team will review and respond appropriately
Escalation to Grievance Officer
If your complaint remains unresolved or the response is unsatisfactory:
- You may escalate the matter to our Grievance Officer
- Escalations follow provisions of the Information Technology Act, 2000 and other applicable regulations
- The Grievance Officer ensures fair assessment and resolution of escalated complaints
- Contact the Grievance Officer at: buynestventures@gmail.com
Grievance Resolution Process
- Acknowledgement: Receive confirmation of grievance receipt via email within 48 hours
- Tracking ID: A unique reference number is provided for tracking progress
- Resolution Timeline: Complaints are resolved within 7 working days or as mandated by law
- Regular Updates: You will be informed of the status via your registered contact details
Closure of Grievance
A grievance is considered resolved if:
- A satisfactory resolution has been provided by support or the Grievance Officer
- No response is received from you within a reasonable period after the resolution is communicated
- A final decision has been issued in accordance with our policies and legal requirements
Contact Information
For filing a grievance, questions, or assistance, please contact us at buynestventures@gmail.com
