Complaints Policy
At Balanze®, we are committed to providing exceptional products, services, and customer experiences. This Complaints Policy explains how we handle concerns or complaints in a fair, timely, and transparent manner. Our goal is to resolve issues efficiently and maintain our customers’ trust.
Scope
This policy applies to:
Product quality or performance concerns
Shipping, delivery, or packaging issues
Customer service interactions
Website, ordering, or technical issues
Any other concerns related to Balanze® products or services
How to Submit a Complaint
Customers can submit a complaint using the following methods:
Email: support@balanze.com
Phone: 718-814-6300
Contact Form: Available on the Balanze Help Center page
When submitting a complaint, please include:
Your full name and contact information
Order number if applicable
Detailed description of the issue
Any supporting documents or photos
Complaint Handling Procedure
Acknowledgment: We acknowledge receipt of your complaint within 48 hours.
Assessment: Our support team reviews the complaint and requests additional information if needed.
Investigation: We conduct a thorough investigation to understand the root cause of the issue.
Resolution: We provide a response with proposed solutions or actions within 5–7 business days.
Follow-Up: If necessary, we continue to communicate until the issue is resolved to your satisfaction.
Resolution Options
Depending on the nature of the complaint, Balanze® may offer:
Replacement of the product
Refund or credit for the purchase
Technical or informational assistance
Guidance or corrective action for service issues
Our goal is always to resolve complaints fairly and promptly.
Escalation Process
If you are not satisfied with the initial resolution:
Request escalation to a senior member of the support team
Provide any additional evidence or details to support your case
The escalation team reviews and provides a final response within 10 business days
Customer Responsibilities
To help us resolve complaints efficiently, customers are asked to:
Provide accurate and complete information
Respond to follow-up requests in a timely manner
Treat staff with courtesy and respect during the process
Confidentiality
All complaints are handled confidentially. Information shared is only used to investigate and resolve the issue. Balanze® does not disclose personal or complaint information to third parties except as required by law or for quality assurance purposes.
Monitoring and Improvement
Balanze® monitors complaints to identify trends and opportunities for improvement. Feedback is used to enhance our products, services, and customer experience continuously.
Contact Information
If you have questions or wish to submit a complaint, you can contact Balanze® directly:
Email: support@balanze.com
Phone: 718-814-6300
Help Center: https://www.balanze.com/help-center
Balanze® is committed to addressing every concern with transparency, professionalism, and care.