Escalation Procedure
Escalation Procedure
We are sorry you have landed on this page. If you are here, it means something has gone wrong, and you are unhappy with an aspect of our service, operations, or merchandise. Please know that we take this very seriously, and we will do everything possible to resolve your concern through our formal escalation process.
This is our Standard Operating Procedure (SOP) for complaints and disputes. It is designed to ensure that every query is addressed fairly, reviewed by the right people, and escalated through appropriate levels of responsibility — whether the issue relates to products, fulfilment, administration, or wider operational matters.
- Accessibility Statement
- API/Data Syncing 🟣⚫
- Assembly Policy
- B2B Warranty
- Base Camp ⚫
- Community Charter 🟡⚫
- Content Stiudio ⚫
- Content Stiudio
- Customer Services (Country Option) 🟡⚫
- Delivery & Surcharges ⚪⚫
- Dropship & On-Demand ⚫
- Dropship Glossary ⚫
- Dropship Program ⚫
- Dropship Pros & Cons ⚫
- E - Commerce 🟣⚫
- Eco Sustainability 🟢⚫
- Escalation Procedure 🟡🔴
- Fulfilment Program ⚫
- GenZ Furniture ⚫
- GenZ Story ⚫
- Global Framework ⚫
- Global Pricing
- Hybrid Whoesale Program ⚫
- Interior Projects ⚪⚫
- IP Digital Assets
- Mango Wood Ageing ⚪🟢
- No RRP Policy ⚫🔵
- Packaging Returns
- Plant a Tree 🟢⚫
- Policy Incorporation Framework 🔵⚫
- Product Categorisation
- Replacement Parts Guide ⚪
- Reseller Fit Guide
- Reseller Growth 🟡⚫
- Reseller Guidance
- Reseller Invoicing ⚫
- Smart Talk 🟡⚫
- Supplier Registration ⚫
- Sustainability Governance
- Swatch Guidance ⚪
- Timber White ITW ⚫
- Trade Programe ⚫
- Virtual Assistant 🟣⚫
- Wholesale Programe ⚫
- Work Framework ⚫
- Account Security 🔵🔴
- B2B & B2C 🔵⚫
- Cancellation Policy 🔵🔴
- Chargeback Policy 🔵🔴
- Compliance Playbook 🔵🔴
- Content Usage Policy 🔵
- Cookie Policy 🔵
- CTPAT Statement 🔵
- Digital Products Returns Policy 🔵🔴
- Engagement Framework 🟡🔵
- Ethical AI 🟣🔵
- Methyl Bromide Dossier 🟢🔵
- Modern Slavery Policy 🟢🔵🔴
- Our Accrediation 🟢🔵
- pEPR Framework 🟢🔵
- Privacy Policy 🔵🔴
- Protecting Employees 🟢🔵
- Reseller Guidence 🟡🔵
- Reseller Restrictions 🔵🔴
- Reseller Tax Guidance 🔵
- Returns Policy 🔵🔴
- SBTi Commitment 🟢🔵
- Social & Environmental 🟢🔵
- Sustainability 🟢🔵
- Terms & Condition 🔵🔴
- Transit Impact Policy 🟢🔵
- Wholesale Returns 🔵🔴
- Wood Movement Advisory 🟢🔵
Stage 1 – Support Desk
Your first point of contact is always our Support Desk, where our trained team members will log your complaint and work with you to find an immediate resolution.
- Please raise a support ticket and clearly mark it as “Complaint.”
- At this stage, if the complaint relates to a product issue (such as quality, finish, packaging, or polishing), our Heads of Quality Control, Packaging, and Polishing at our Jaipur community factory may already be consulted.
- If the complaint involves fulfilment delays or errors, the respective fulfilment centre team (Ipswich, Magdeburg, New Jersey, California, Brampton, or Sydney) will be contacted to provide inputs.
Stage 2 – Manager – Backend Operations
If you are not satisfied with the initial handling, the case can be escalated internally to the Manager – Backend Operations.
Alternatively, you may escalate directly by:
- Labeling your message as “Complaint – Manager”
- Emailing it to backend@artisanfurniture.net
At this stage, the Manager – Backend Operations reviews the full case history and calls in cross-functional expertise where needed:
- Product-related issues may involve consultation with factory operations in Jaipur.
- Fulfilment-related issues may involve leadership from the relevant regional fulfilment hub.
- Administrative or account issues (dropship, wholesale, trade, or trader programmes) may involve our London headquarters team or the relevant overseas office.
Stage 3 – Managerial Desk
If you still feel unsatisfied with the resolution offered at Stage 2, your complaint can be escalated to the Managerial Desk, where it is reviewed independently of the support desk by a General Manager or senior officer.
- Please email your escalation to info@artisanfurniture.net
- At this stage, your case will receive the broadest level of internal review, including:
- Inputs from Jaipur factory operations (Quality Control, Production, and Community Factory leadership).
- Oversight from London headquarters for administrative, compliance, and programme issues.
- Involvement of regional fulfilment leaders in the UK, EU, US (New Jersey & California), Canada, and Australia.
- The review will also take into account the nature of your account — whether it is Dropship, Trader, Wholesale, or bespoke project — ensuring that context is never overlooked.
Outcome
We appreciate your engagement with this process. Please be advised that the three-stage resolution process is comprehensive and conclusive.
- Every escalation draws on product expertise from Jaipur, operational insights from fulfilment hubs, and administrative checks from London HQ or the relevant regional office.
- The process ensures that all aspects of the complaint are considered — whether it relates to product quality, fulfilment, logistics, account administration, or trade programme terms.
- The decision reached at the conclusion of this process is final and binding, after a meticulous review of all relevant details.
As a valued customer, your agreement to our Terms and Conditions includes acknowledgment that this process is definitive and conclusive. We trust this resolution provides both clarity and finality.
Important Notice
Effective January 1st, 2025, we will no longer handle escalations via telephone. All complaints must follow the three-stage resolution process outlined above.
This ensures that:
- Escalations are thoroughly investigated with the right inputs from specialists in Jaipur and across our fulfilment network.
- Each case is considered in full, with the time required to assess evidence and operational records carefully.
- Customers worldwide — in the UK, EU, US, Canada, Australia, and beyond — are treated fairly and consistently.
Thank you for your understanding and cooperation.
Published January 2026 | Effective from January 2026 until Superseded or Amended