Zero Tolerance Policy for Abusive Behaviour
At Optics Warehouse, we take pride in delivering the best possible customer service experience. Our customer service and sales teams are here to assist you in a friendly, professional, and helpful manner.
We understand that issues can sometimes arise, and we are committed to resolving them swiftly and fairly. However, we must remind all customers that there is a real person on the other end of the phone, email or chat, deserving of the same respect and courtesy you would expect yourself.
We will not tolerate any form of verbal or written abuse, aggressive behaviour, or harassment directed towards our staff, including offensive language, threats, or inappropriate comments.
If a customer engages in serious or repeated abusive behaviour, we may:
Cancel the current order
If we cancel an order for this reason, we will refund you in full promptly. Your legal rights are not affected.
Refuse future service
We reserve the right to decline future orders or services from any individual who has been abusive to our team.
Close the customer account
Any loyalty points or accumulated rewards associated with the account will be forfeited.
How we make these decisions
- We consider each case individually and, where appropriate, we will give a warning first.
- If we take any of the actions above, we will explain our decision to you in writing.
- You can reply to us at [email protected].
- We never take these actions on discriminatory grounds.
Your rights
Expressing dissatisfaction, even strongly, is not abusive, and you can always use our complaints procedure.
Nothing in this policy affects your statutory rights, including your right to withdraw from an order and your rights if goods are faulty or not as described.
Our team is here to help, and we expect customers to treat them with the respect and dignity they deserve.
Thank you for your understanding, and for choosing Optics Warehouse.