1. Overview
Bestby Online is committed to providing responsive, courteous, and professional customer support. This policy outlines how customers can contact us, what services we provide, and the expected service levels.
2. Support Channels
You can reach our support team through the following:
- Email: Contact us at sales@bestby.co.za for order queries, returns, product info, or feedback. We aim to reply within 24–48 business hours.
- Phone: Call us on 063 400 6511, available Monday–Saturday: 09:00–17:00.
- WhatsApp: Chat with us via our website during business hours. Messages received after hours will be answered the next business day.
3. Support Services
Our team can assist with:
- Order tracking
- Product inquiries
- Returns and refund support
- Technical help (for electronics and appliances)
- General assistance
4. Service Commitments
We aim to resolve your queries promptly:
- Email: Response within 1–2 business days
- Phone & WhatsApp: Immediate assistance during business hours
5. Escalation Process
If an issue is not resolved to your satisfaction, you may request escalation to a supervisor or manager. Complex queries will be prioritised and addressed professionally.
6. Customer Feedback
We value your feedback. Please share suggestions, compliments, or complaints through our website feedback form to help us improve.
7. Operating Hours
- Monday to Saturday: 09:00–17:00
- Sunday & Public Holidays: Closed
8. Self-Service Options
Our website includes:
- Frequently Asked Questions (FAQs)
- Product guides
- Troubleshooting articles
We recommend checking these before contacting support.
9. Data Privacy
All support interactions are subject to our Privacy Policy and comply with the Protection of Personal Information Act (POPIA). Your personal data is handled securely and confidentially.
10. Final Note
By contacting Bestby Online, you agree to this policy. We are here to ensure a smooth, helpful, and trusted support experience.