Complaints and Suggestions

We welcome you to the Complaints and Suggestions page of "Syal Perfumes", where authenticity and sophistication meet the fragrance of luxury perfumes.

Your comments and feedback are the cornerstone upon which we build our excellence and strive to provide an unparalleled purchasing experience. We promise to listen to every word, and handle every inquiry or complaint with the utmost seriousness and attention, to ensure your complete satisfaction. You deserve from us the highest level of sophistication and luxury in dealings, just like the quality of our perfumes.

Communication Channels

At Syal Perfumes, we are keen to make your experience with us exceptional. Therefore, we provide you with multiple communication channels to submit complaints and suggestions with the utmost ease. You can contact us via:

WhatsApp: +966553525608
Social Media Platforms: @sayyalforoud on (X platform, Instagram, Snapchat, and TikTok).
Contact Form: Available on the Contact Us page.
Instant Chat: Via the live chat icon available on the store.

Types of Acceptable Complaints and Suggestions

We welcome all your inquiries and feedback that contribute to improving the level of our services. Acceptable types include:

Order-related complaints: Delay or error in order execution.
Payment-related complaints: Issues with the payment process or refunds.
Shipping-related complaints: Delayed shipments, loss, or damage during shipping.
Product quality-related complaints: Such as packaging damage, leakage, or receiving a product different from what was requested. Please note that feedback regarding scent longevity may be a personal preference, but we welcome your feedback to evaluate it.
Store experience-related complaints: Difficulties in browsing, ordering, or any other aspect of the store interface.
Suggestions: Ideas for developing products, services, or the website in general.
General inquiries: Any question regarding our products or policy.

Required Data to Submit a Complaint or Suggestion

To process your complaint or suggestion effectively and quickly, please provide us with the following information:

Full name: For communication purposes and to identify you.
Order number: (If the complaint is related to a specific order).
Mobile number or email address: To ensure easy communication with you.
A brief and clear deion of the problem or suggestion: Please ensure accuracy and detail.
Supporting photos: (If the complaint relates to a damaged or incorrect product).
Order date: (If the complaint relates to a previous order).
Preferred method of communication: (WhatsApp, Social Media, email, phone call).

Response and Complaint Processing Duration

At Syal Perfumes, we are committed to processing your complaints as quickly as possible. All complaints will be responded to upon receipt, and proposed solutions will be provided within 48 working hours from the date the complaint was received.

Note: For general inquiries via 'Contact Us' channels or instant chat, the response time is determined according to the nature of the inquiry and peak work times, and we strive to respond to them as soon as possible during official working hours.

Complaint Tracking Number or Confirmation of Receipt

After receiving your complaint or suggestion, we will provide you with a unique tracking number (e.g., C-1024) via email or WhatsApp message, to enable you to follow up on the status of your complaint and ensure that we have received it. Please keep this number for easy reference in any subsequent inquiries.

Steps for Processing Complaints

To ensure transparency and effectiveness, our complaint processing involves the following steps:

Receipt of the complaint: After submitting the complaint, it is registered and you are provided with a tracking number.
Initial review: The customer service team reviews the details of the complaint and analyzes it.
Request for additional information: We may contact you if we need further details or supporting s.
Proposing the solution: Based on the review, the appropriate solution is presented to you within the specified period.
Processing and closure: After your approval and execution of the solution, the complaint is closed in our records.

Escalation or Re-review Mechanism

Your satisfaction is our goal. If you are not satisfied with the solution provided for your complaint, you have the right to request a re-review of the complaint. Please send your request explaining the reasons for your dissatisfaction with the previous solution, and another administrative team will review the complaint and propose an alternative solution.

To enhance our customers' trust, we confirm your right to escalate the complaint to the competent government authorities, which is the Ministry of Commerce via the unified contact center (1900) or through the 'Commercial Violation' app.

Confidentiality and Linking with the Personal Data Protection Law (PDPL)

At Syal Perfumes, we are fully committed to protecting the privacy of your data. All complaints and suggestions are handled with strict confidentiality and in accordance with the provisions of the Personal Data Protection Law (PDPL) in the Kingdom of Saudi Arabia. The personal data you provide will only be used for the purpose of processing your complaint or suggestion and ensuring the delivery of the best possible service to you.

Working Hours and Response Time

Our customer service team is available to serve you, answer your inquiries, and provide support during the following times:

Sunday - Thursday: From 9:00 AM to 6:00 PM.

We strive to respond to all your questions as soon as possible during the specified working hours.

Special Notes on the Perfume Industry

The specific nature of the perfume industry requires us to have a special understanding of the types of complaints. We would like to emphasize that we take all your feedback into consideration.

Packaging damage or leakage: We consider these actual defects and will handle them seriously to ensure product replacement or compensation.
Receiving a different product: This is considered an error in the order and will be corrected immediately.
Scent longevity: While we guarantee the quality of our products, evaluating the longevity of a scent is sometimes a personal preference that varies from one individual to another and is affected by multiple factors such as skin type and storage conditions. However, we welcome your valuable feedback regarding this aspect and invite you to contact us to discuss any concerns you may have.