Consumer Feedback, Request and Complaint Handling Procedure

Maison Marou is committed to receiving and resolving consumer feedback, requests, and complaints in a fair, transparent, and timely manner. This procedure outlines the process for handling consumer concerns, including receipt, verification, root-cause analysis, resolution, implementation, follow-up, and effectiveness assessment.

Maison Marou shall make reasonable efforts to resolve common consumer feedback, requests, and complaints within seven (7) business days from the date of receipt (collectively referred to herein as "Complaints").

1. Complaint Handling Process and Timeline

Step	Responsible Party	Action Required	Processing Time	Outcome
1. Receipt of Complaint	Customer Service Department	Record all relevant complaint information and categorize the issue. An acknowledgment email or message will be sent promptly upon receipt.	Within 4 working hours	Complaint details recorded and classified.
2. Verification and Investigation	Customer Service Department and relevant departments/personnel	Verify the complaint, identify the root cause, determine any errors or deficiencies, and assess appropriate corrective actions.	Within 1 business day	Root cause identified and responsible department(s) determined.
3. Proposed Resolution	Customer Service Department and relevant parties	Develop and propose an appropriate resolution to address the complaint.	Within 1 business day	Proposed resolution documented.
4. Review and Approval of Resolution	Customer Service Department and relevant parties	Review and evaluate the proposed resolution to ensure appropriateness and alignment among involved parties.	Within 1 business day	Resolution agreed upon by Customer Service and relevant departments.
5. Customer Response	Customer Service Department	Communicate the proposed resolution to the customer and ensure that the customer understands the proposed course of action.	Within 4 working hours	Customer feedback regarding the proposed resolution.
6. Follow-up	Customer Service Department	Monitor implementation of the resolution and confirm whether the customer is satisfied with the outcome.	Within 3 business days	Confirmation of customer satisfaction and case closure.

2. Channels for Submitting Feedback, Requests and Complaints

Consumers may contact Maison Marou through any of the following channels, including but not limited to:

Hotline: 1900 636 996
Facebook / Instagram: Message Maison Marou through its official social media pages
Zalo Official Account (OA): Contact Maison Marou through its official Zalo channel
WhatsApp: Maison Marou Official WhatsApp Channel
In-person: Visit any Maison Marou store nationwide
Email: we@maisonmarou.com

Consumers are encouraged to provide sufficient information regarding the relevant product, service, incident, and desired resolution to facilitate prompt and effective handling of their concerns.