grievance

At Ottavio Eyewear, we are committed to providing high-quality products and services. We value our customers and strive to ensure your experience with us is positive. If you have a complaint or grievance, we encourage you to bring it to our attention so we can resolve it promptly and fairly.

How to Submit a Grievance

You may submit a grievance through any of the following channels:

Email: support@ottavioeyewear.com
Phone: [Insert your customer support number]
Contact Form: [Provide link to contact form on website]

When submitting your grievance, please provide the following details to help us process it efficiently:

Your full name and contact information.
Order number or relevant transaction details, if applicable.
A detailed description of the issue or complaint.
Any supporting documents or photos related to your grievance.

Grievance Resolution Process

Acknowledgment: We will acknowledge receipt of your grievance within 2 business days.
Investigation: Our team will review your complaint, gather relevant information, and assess the issue.
Response: We aim to provide a resolution or update within 7–10 business days.
Resolution: If a grievance requires additional time, we will inform you of the expected resolution timeline and keep you updated on the progress.

Escalation

If you are not satisfied with the resolution provided, you may escalate your grievance to:

Grievance Officer: [Insert Officer Name or Department]
Email: grievance@ottavioeyewear.com
Phone: [Insert Contact Number]

The Grievance Officer will review your case and provide a final response within 15 business days from the date of escalation.

Commitment to Fairness

All grievances will be treated with confidentiality and professionalism.
We do not discriminate or retaliate against anyone for submitting a grievance.
Our goal is to resolve complaints in a transparent, fair, and timely manner.