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Complaints and Suggestions

Out of our keenness to serve you in the best way, we are pleased to receive complaints and suggestions through simple steps.

The customer may submit a complaint or a suggestion through the following:

  1. By phone
    • +966558519025
  3. Via Customer Service WhatsApp 

When submitting a complaint, the customer is requested to provide us with the following requirements:

  • Order number on our website
  • Name of the applicant
  • Mobile number of the applicant
  • Complaint subject clearly
  • Complaint details clearly

Notes:

Note: The complaint must be submitted within one week from the date of occurrence, and complaints submitted late will not be considered.

We do not bear responsibility for leaving the complaint pending by the complainant.

Any pending complaint will be closed within 48 hours in case of no response from the complainant.

The store has the right to consider some complaints unimportant if they are trivial or for the purpose of annoyance.

Attach any documents or emails or anything related to the complaint as evidence.

Informing the concerned individuals “Customer Relations Unit” of the complaint and determining the extent of its acceptability.

A complaint may be submitted provided that it falls within the scope of the store’s business.

We thank you for shopping through Kafa Al-Arabia Store, and we apologize for the occurrence of any issue that may inconvenience you, and we hope to serve you in the best possible manner.


The request will be reviewed and responded to within 3 to 5 business days.

The specified time for handling complaints

The handling of complaints varies according to: 

  • The type of complaint and the extent of its complexity
  • The procedures followed
  • The initial assessment, which indicates whether there are reasons that justify the complaint


In case the complaint is accepted:

The complainant will be contacted within a maximum period of 96 hours from the time of accepting the complaint to decide on the presented case.


In case the complaint is rejected:

If the complaint is rejected, the beneficiary will be informed of this, with the reasons attached.

If the complainant remains dissatisfied with the result of the procedures related to the complaint, a confirmatory or immediate complaint may be submitted, or another complaint may be filed.

All complaints are handled confidentially.