OUR 6-Point Customer Service Charter
The Luso Spa Customer Service Charter is a commitment to providing you with a stress-free service in every aspect of your Hot Tub Order, Delivery & Installation and aftercare servicing, which includes the professional co-ordination of your delivery and information relevant to you at each stage of your Hot Tub experience. Our company of trained delivery professionals understand their responsibilities to you, the customer, and know exactly what this charter means to you and us.
BE RESPECTFUL
We like to put ourselves in your shoes and understand the value both
emotionally and financially what your purchase will mean to you. All Luso Spas Staff will respect customers, customers property, work tidily &
efficiently, be on-time and on delivery and pay attention to detail.
BE CONSIDERATE
All communication from Luso Spas will be conducted in a cheerful,
courteous and efficient manner to all our customer enquiries and whilst
delivering and installing your hot tub. Our customer service and director will always be on hand to answer your questions throughout the process of buying and delivering your hot tub.
BE HEALTH & SAFETY CONSCIOUS & FULLY INSURED
Health & Safety and Insurance will be provided to minimise the risk of danger to you and that of your property, when visiting to carry out the delivery. We will conduct an initial assessment of the delivery point and take the required action to ensure a smooth delivery.
AFTERSALES CARE
Our after-sales and customer service procedures will be explained to you in detail on our initial emails and paperwork, also when we deliver. There are procedures in place for dealing with customer complaints, including those concerning warranties and we will co-operate fully with the client to maintain a satisfied customer.
BE PROFESSIONAL
Our ordering and delivery and aftercare terms and conditions are fair and clearly set out on our website. You will also have our cancellation policy made clear to you. We will provide you with reliable information concerning any other guarantees and warranties from which you may benefit, from the products we install and sell through the website.
We believe in a better way of delivering an unparalleled customer service
experience, providing you with honest advice and reliable service.
It is your right to expect a professional service, but we believe we will always work hard to deliver more than your expectation.
We are a dedicated team pushing to exceed your expectations, committed to making a difference to our customers. We pride ourselves on delivering a professional service with your personal care and attention.
BE INFORMATIVE
You will be provided with information to enable you to make an informed
decision about your hot tub and installation. There may be choices and
options available to you when you are quoted, we will ensure you are aware of them giving you the best possible outcome when your hot tub is delivered.
