Customer Feedback & Complaint Policy

McWilliam Bags: Customer Feedback & Complaint Policy

Overview
At McWilliam Bags, we view customer feedback as a vital tool for continuous improvement and relationship building. Our feedback and complaint mechanisms ensure every customer has an opportunity to share their experience, and that all issues are addressed fairly, promptly, and transparently.

Feedback Channels
Customers may provide feedback or raise concerns through multiple accessible channels:

  • Email (direct to our customer service team)

  • Phone (during regular business hours)

  • Website contact form

  • Social media direct messaging

  • In-person at our workshop & retail location

Complaint Handling Process
All customer complaints are logged, reviewed, and addressed by our trained team. Our process includes:

  1. Acknowledgement: All complaints are acknowledged within 2 business days.

  2. Investigation: The issue is assessed thoroughly to determine cause and resolution options.

  3. Resolution: We aim to resolve all complaints within 10 business days. Resolution may include repair, replacement, refund, or other mutually agreed solutions.

  4. Follow-Up: Where appropriate, we follow up with the customer to ensure satisfaction and gather any additional feedback.

Continuous Improvement
All customer complaints and feedback are regularly reviewed to identify trends or recurring issues. Insights from this process inform improvements in product design, materials, production, packaging, and customer service training.

Commitment to Fairness
We handle all customer concerns with empathy, fairness, and respect, ensuring each customer feels heard and valued. Our team is empowered to take reasonable actions to resolve concerns and protect the integrity of our customer relationships.

Alignment with Sustainability and Mission
By listening to our customers and learning from their experiences, we strengthen our commitment to:

  • Crafting long-lasting, reliable products

  • Reducing unnecessary waste through repairs or replacements

  • Ensuring responsible business practices rooted in transparency, accountability, and care

McWilliam Bags believes that every interaction is part of the lifelong journey our products take with our customers — and we are committed to making that journey positive at every stage.