At GoRocky, we strive to deliver high-quality products and exceptional service. However, if you encounter any issues with your order or experience any problems with our services, we want to resolve them promptly and effectively. Here’s how you can report a problem and help us ensure your satisfaction:
Steps to Report a Problem
1. Contact Customer Service:
Email Support:
- Email Address: support@gorocky.ph
- Details: Send an email detailing the problem you’re experiencing. Please include your order number and any relevant information to help us understand the issue better.
Phone Support:
- Phone Number: 09669528644
- Details: For immediate assistance, call our customer support line during business hours (Monday to Friday, 9 AM to 6 PM). Our representatives are ready to help resolve your issue quickly.
2. Provide Detailed Information:
Order Number:
- Include your order number to help us quickly locate your account and transaction details.
- Description of the Problem: Clearly explain the issue you are facing, whether it’s related to the product quality, shipping, or service experience.
- Photos and Documentation: Attach photos of the product issue or any documentation that may assist us in understanding and resolving the problem.
- Preferred Resolution: If applicable, let us know how you would like the issue resolved (e.g., replacement, refund, or additional support).
3. Follow-Up:
Confirmation:
- After reporting the issue, you will receive a confirmation email acknowledging your report. Our team will begin investigating the problem and work towards a resolution.
- Updates: You will receive updates on the progress of your report and any steps being taken to resolve the issue. We aim to provide timely and satisfactory resolutions.
Examples of Issues to Report
- Product Quality: Defective or damaged products, incorrect items received, or issues with product functionality.
- Shipping and Delivery: Delays, incorrect addresses, or issues with the delivery process.
- Service Experience: Concerns about customer service interactions, billing discrepancies, or any other service-related issues.