T-Mart Bad Food Quality

We will take the action of partial / full refund and/or compensation according to the case as below

• if the customer couldn't send the picture, ask the customer to send an email to Customer Care.

• If the customer insists to replace the item, Call the store and inform them with the case, if the item is available take the redelivery action, and advise the customer that the item is available and will be delivered with no additional fees.

• If The Mart asked to get his item back, follow the below process:

• • • Customer insisted to get the order back (redelivery) >> Leave a comment in the special instructions informing the rider to collect the wrong order and return it back to the Mart.

    • Rider is still at the customer's location >> Call the rider and inform him to deliver the wrong order back to the Mart.

    • Item will be canceled (no-redelivery) >> Apologize to the Mart and inform them that we will not be able to deliver the order back, if they insisted, advise them to get back to the store manager.

Note:

• if the customer couldn't send the picture, ask the customer to send an email to Customer Care.

• In case the order was paid in cash and we want to fully refund the customer, cancel the order, send a salesforce case to Refund & validation and mention the order amount in the description.

• In case the customer is complaining after 24 hrs from receiving the order, we will not take any action. 

• For Egypt, In all scenarios we will offer Compensation - Excluding the bad behavior cases.