1. Purpose
The CoffeeHolic respects the rights of its customers and welcomes all feedback, requests and complaints that come up when customers order drinks and food on the website.
This policy makes sure that all feedback is received, reviewed and handled in a transparent, fair and reasonable way.
2. What You Can Report
Customers can report:
- Orders that have not been received by us;
- Late deliveries;
- Wrong drinks or food delivered;
- Missing items;
- Wrong quantities;
- Products that do not match the order;
- Products spilled or damaged during delivery;
- The quality of drinks or food;
- Incorrect payment information;
- Delivery fees;
- Any other issues related to the order.
3. How to Contact Us
Customers can contact us via:
- Website: https://thecoffeeholic.vn/
- Email: thecoffeeholic@thecoffeeholic.vn
- Address: (1) Phinholic - 05 Bến Nghé, Huế City; (2) Phinholic - 65 Bến Nghé, Huế City
4. Information to Provide
For faster support, please provide:
- Full name;
- Phone number;
- Order code, if available;
- Order time;
- The branch that handled the order;
- Details of the issue;
- Photos/videos of the product, if available.
5. Resolution Process
Step 1: Receive the customer's feedback.
Step 2: Review the order information and the details of the feedback.
Step 3: Check with the store, the staff member who prepared the order or the delivery partner if needed.
Step 4: Tell the customer what we found and how we will resolve the issue.
Step 5: Carry out the agreed solution.
6. Wrong or Missing Items
If an order has wrong or missing items because of an error by The CoffeeHolic, we will look into it and offer a suitable solution, such as:
- Sending the missing items;
- Redelivering the correct items;
- Replacing the items;
- Refunding the value of the missing or wrong items;
- Another solution agreed by both parties.
7. Products Affected During Delivery
If drinks or food arrive spilled, misshapen or in poor condition, please notify Phinholic right away and provide photos/videos so we can look into it.
8. Processing Time
Phinholic will receive and handle feedback as soon as possible.
If we need to check with the store or the delivery partner, the processing time may depend on the nature of the case.