1. Introduction
Gold Station Medical is committed to delivering high-quality products and exceptional customer service. We value all feedback—positive or negative—as an opportunity to improve. This Complaints Policy outlines how customers can raise concerns and how we handle, investigate, and resolve them efficiently and professionally.
2. Purpose of This Policy
This policy ensures that:
Customers feel comfortable voicing concerns.
Complaints are handled promptly, fairly, and respectfully.
Outcomes are clearly communicated.
We identify and address areas needing improvement.
3. What Qualifies as a Complaint
A complaint may include, but is not limited to:
Issues with product quality, functionality, or condition.
Delays, errors, or problems with delivery.
Service dissatisfaction or unprofessional interactions.
Billing, order processing, or technical issues.
Concerns about incorrect or incomplete product information.
4. How to Submit a Complaint
Customers may submit complaints through any of the following channels:
? Phone: +1 (888)-392-2566
? Email: info@goldstationmedical.com
When submitting a complaint, please include:
Name and contact details
Order number (if applicable)
Description of the issue
Any supporting documents or photos if relevant
5. How We Handle Complaints
Gold Station Medical follows a structured process to ensure fairness and efficiency:
Step 1: Acknowledgment
We acknowledge all complaints within 1–2 business days, confirming that we have received the concern and begun the review process.
Step 2: Investigation
Our team will review the complaint thoroughly, which may involve:
Examining order details or product information
Communicating with internal departments
Requesting additional details if needed
Evaluating supporting documents
Step 3: Resolution
We aim to provide a clear, fair resolution within 7 business days. Resolutions may include:
Replacement or repair
Refund or partial refund (as applicable)
Updated product information
A formal apology and corrective action
Clarifications or additional assistance
Step 4: Follow-up
We ensure that the customer is satisfied with the outcome and, if necessary, provide additional support.
6. Customer Expectations
We ask customers to:
Provide accurate and detailed information.
Communicate respectfully with our team.
Allow reasonable time for investigation and resolution.
7. Our Commitment
Gold Station Medical is committed to:
Treating every complaint seriously and respectfully.
Maintaining confidentiality throughout the process.
Providing fair, unbiased resolutions.
Using feedback to improve our products and services.
8. Escalation
If a customer is not satisfied with the initial resolution, the complaint may be escalated to senior management. Escalation requests can be sent to:
? info@goldstationmedical.com
Subject Line: Complaint Escalation – Attention Management
9. Policy Updates
We may update this Complaints Policy from time to time to reflect changes in our business operations or legal requirements. Updated versions will be posted on our website.
