Customer Service

[EMRocks]

I just wanted to make a little post to let all of you know that ALL customer service requests should go directly to support@eastmall.net - I am not authorized to do customer service, nor do I have access to your accounts, order history, or order status.

To sum it up: I can't help you with your customer service queries. Sending me private messages on here, on Facebook, on Twitter, or on YouTube will not help to get your questions answered more quickly than emailing Selina directly. I'm very sorry if there was any confusion about this.

However, if you have emailed Selina, and it's been more than 48 hours without a response, or you are having trouble getting a clear response to your questions, you may PM myself or Di and we will TRY to speak directly with Selina or David directly about your concerns. PLEASE USE THIS AS AN ABSOLUTE LAST RESORT, but we do need to know when there are issues with customer service. As Di and I are not customer service reps, we cannot guarantee a response or resolution though. The outcome will be based on our own ability to contact those higher up the chain.

Thanks!

 

[Di]

This is as always has been -- the correct proceedure,

go to the right department first--
only if you have a legitimate problem with the correct department
can we offer to try to help to smooth the way and check on status,

we have no access to your accounts, or your order and or shipping information,

but if there is a real problem -

we will,
as always

try to help- if we can.

 

[EMRocks]

Think of it as a system of checks and balances. We may not be able to help you directly with your issue, but we can go higher up the chain of command if you have a legitimate issue after you have exhausted all of the provided proper customer service mediums. In other words, report to us only if you have a genuine complaint about customer service, because we have the ability to report your issues directly to the top.