Service is our top priority!

Complaint Handling at Umbaumeister

At Umbaumeister, we believe it is important that our customers are satisfied with our products and services. However, there may be times when something goes wrong and you have a complaint. We want to assure you that we take every complaint seriously and will do our best to resolve it to your satisfaction.

How do I file a complaint?

If you have a complaint about a product or our services, please send it by email toinfo@umbaumeister.com. Please clearly state your name, order number, and the nature of the complaint. We aim to respond to your complaint within 2 business days.

How will my complaint be handled?

We will always strive to work with you to find a solution that is acceptable to both parties. If that proves impossible, we will follow our internal complaints procedure. This means that your complaint will be forwarded to our complaints department, which will investigate the matter and provide a substantive response within 14 days. If more time is needed for the investigation, we will let you know.

What if I'm not satisfied with how my complaint was handled?

If this does not lead to a resolution, you may submit your dispute for mediation through Stichting WebwinkelKeur athttps://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. As of February 15, 2016, consumers in the EU can also submit complaints via the European Commission’s ODR platform. This ODR platform can be found athttps://ec.europa.eu/odr. We certainly hope it won’t come to that and that we can resolve the matter together.

We strive to resolve complaints quickly and effectively. We want to emphasize that we welcome feedback and suggestions to help us improve our services. So please don’t hesitate to contact us if you have any questions, comments, or complaints. We’re here to help!