Policy Introduction
keurighub.com formulates this Customer Service Policy to standardize the platform's customer service system, unify service standards, and provide professional, efficient and intimate one-stop shopping services for global customers of single serve coffee makers and K-Cup pods. This policy covers the whole process of pre-sales consultation, in-sales service and after-sales guarantee, ensuring that every user can obtain timely and effective service support.
Customer Service Channels
We provide dedicated email customer service channels for different service scenarios to meet users' diverse consultation and service demands. Users can contact our professional customer service team through the following dedicated email addresses: press@keurighub.com for brand cooperation, press publicity and industry communication business; support@keurighub.com for daily shopping consultation, order problem feedback, after-sales return and refund service; wholesale@keurighub.com for product wholesale cooperation, bulk order customization and business negotiation services. We will reply to user emails within the shortest working time.
Pre-sales Service Commitment
In the pre-sales stage, we provide users with comprehensive product consultation services, including product parameter introduction, usage guidance, matching suggestions, preferential activity explanation and order operation guidance. The customer service team will answer all shopping questions of users patiently and professionally, help users select suitable single serve coffee makers and K-Cup pod products, and ensure users have a clear understanding of product information and platform preferential rules before purchasing.
In-sales Service Standard
During order placement and payment, we provide real-time order monitoring service. For order abnormal problems such as payment failure and order information error, the customer service team will assist users in troubleshooting and solving problems in a timely manner. At the same time, we provide order information modification service, supporting users to adjust delivery address and contact information before order shipment, to ensure the smooth completion of order delivery.
After-sales Service Guarantee
In terms of after-sales service, we strictly abide by the platform's 60-day free return, 5-10 working days refund and free shipping after-sales rules. For product quality problems, logistics damage, order missing and other after-sales problems, users can initiate feedback through the dedicated customer service email. We will verify the problem within 24 working hours and provide targeted solutions such as return, exchange, refund and supplementary delivery to fully protect user rights and interests.
User Feedback & Complaint Handling
We attach great importance to user shopping experience and feedback suggestions. Users can put forward opinions and complaints on product quality, logistics service and customer service through the designated service email. We have a special feedback handling team to record, verify and reply to user feedback one by one, and optimize platform products and services according to user suggestions, continuously improve the shopping experience of keurighub.com users.