Steps for Filing a Complaint

Introduction:

At Reallux, we value your feedback and strive to provide the best possible service. If you have a complaint about a product or service, we want to hear from you so we can address the issue promptly. Here’s a guide on how to file a complaint with Reallux.

Steps for Filing a Complaint:

1. Identify the Issue:

   • Clearly identify the nature of your complaint. This could be related to a product defect, delivery issue, customer service experience, or any other concern.

2. Gather Relevant Information:

   • Collect all necessary details before filing your complaint:
     • Order Number: Found in your order confirmation email or in your Reallux account under "Order History."
     • Product Details: Include the product name, SKU number, and a description of the issue.
     • Photos or Documentation: If applicable, take clear photos of the product or any documentation that supports your complaint.

3. Log In to Your Account:

   • Visit www.reallux.com and log in to your account using your email and password.

4. Navigate to the Support Section:

   • Click on the "Support" or "Help Center" link in the navigation bar or footer of the website.

5. Choose Your Preferred Method to File a Complaint:

   • Live Chat: For immediate assistance, use the live chat feature to connect with a customer support representative and explain your complaint.
   • Email: Send an email to our support team at complaints@reallux.com with all the relevant information and photos attached.
   • Phone: Call our customer support hotline to speak directly with a representative and file your complaint.

6. Provide Detailed Information:

   • When filing your complaint, provide a detailed explanation of the issue, including:
     • Order number
     • Product name and SKU
     • Description of the issue
     • Attached photos or documentation (if emailing)

7. Request a Resolution:

   • Clearly state what resolution you are seeking, whether it’s a refund, replacement, repair, or another form of resolution.

8. Follow Up:

   • After filing your complaint, monitor your email or app notifications for updates from our support team. They may request additional information or provide a timeline for resolution.

9. Keep Records:

   • Maintain records of all communications with customer support, including emails, chat transcripts, and notes from phone calls, for reference and follow-up.

Tips for Filing an Effective Complaint:

• Be Clear and Concise: Clearly articulate your issue and desired resolution.
• Stay Polite and Professional: Maintain a respectful tone in all communications.
• Provide Evidence: Attach photos, receipts, or any other documentation that supports your complaint.

Conclusion:

Filing a complaint with Reallux is straightforward and designed to ensure your concerns are addressed promptly. By providing detailed information and following these steps, you help us resolve your issue effectively and improve our services. Your satisfaction is our priority, and we are committed to making things right.