Submit a Complaint
Our international customer complaint procedure ensures every commercial concern is systematically logged, independently investigated, and resolved. Each case receives an immediate tracking reference, an acknowledgment within [24 hours], and a dedicated account owner authorized to arrange replacements, credit notes, or corrective actions.
Our Complaint Handling Commitment
As direct manufacturers and quarry operators, CRAFTIMUS maintains an accountable customer complaint procedure for international consignments. We do not deflect responsibility to freight handlers or overseas agents.
Unique Reference Number
Every submitted dispute is assigned a permanent identifier (e.g. CMP-2026-0001) within [2 hours] of intake for end-to-end auditability.
Named Account Owner
A senior export coordinator and quality manager are assigned to your file. You receive direct phone and WhatsApp contact details.
Written Root-Cause Report
Our technical inspection floor reviews production logs, gangsaw calibration files, and pre-sealing container photos to establish factual cause.
Post-Resolution Verification
Cases remain open until the corrective action (remake slab, credit note, or refund) is received and formally signed off by the buyer.
What is your complaint about?
Select the category that best describes your consignment issue. This configures the documentation checklist and alerts the responsible technical team.
Product Quality
Thickness variance, micro-fissures, improper polishing, color mismatch, or edge chipping on slabs and tiles.
Damage in Transit
Cracked crates, broken slabs, container maritime impact, water ingress, or displaced cargo upon arrival.
Wrong or Missing Items
Short shipment count, mismatched stone grade, incorrect edge profile, or missing carton boxes.
Delivery Delay
Production timeline overrun, delayed port gate-in at Karachi/Port Qasim, or sailing schedule disruption.
Documents or Invoicing
Discrepancy in Bill of Lading, Certificate of Origin, ISPM-15 fumigation stamp, packing list, or wire invoice.
Service or Communication
Unresponsive sales desk, delayed quotation updates, or inaccurate technical drafting CAD support.
Complaint Form
Submit your formal dispute details below. All fields marked with an asterisk (*) are mandatory to ensure timely legal and quality review.
Complaint Received & Logged
Thank you for providing the shipment documentation. An automated intake record has been generated and dispatched to your corporate email. Please quote this reference in all future correspondence with our export team:
Next Actions by CRAFTIMUS:
- Your named coordinator, [Tariq Al-Mansoor], will review factory cut files and transit strapping logs.
- A formal acknowledgment and initial claim assessment will arrive within [24 hours].
- For site-critical issues, our Karachi office WhatsApp line is active at [+92 21 3582 9100].
If You Need to Escalate
If your complaint has not been acknowledged within [24 hours] or you disagree with a preliminary findings report, direct recourse is available through our tiered management ladder.
Primary point of contact for routine commercial coordination, document verification, and initial transit damage inquiry and solutions.
Authorized to review factory cutting logs, dispatch replacement crates, or commission independent metallurgical and stone testing.
Direct executive arbitration for critical commercial deadlocks, large project site delays, or formal contract arbitration disputes.
Root-Cause Analysis & Corrective Action
Complaints are not treated as isolated incidents. Every verified quality defect or transit shock failure feeds directly into our Corrective and Preventive Action (CAPA) protocol.
When transit breakage is reported, crate joinery specs and container lashing tension cables are re-calibrated. When slab thickness deviations occur, the responsible multi-wire gangsaw operator receives immediate retraining and diamond blade tension reset.
Frequently Asked Questions
Clear answers regarding claim eligibility, transit liability, photo requirements, and settlement terms.
How long does a formal response take?
Every submitted dispute receives an initial automated tracking number immediately. A named case owner reviews the evidence and issues a formal written acknowledgment within [24 hours]. A full investigation report and commercial resolution proposal is submitted within [3 working days].
What photos should I send to document transit damage or defects?
For container arrivals, provide: (1) wide shot showing the container doors open with the seal number intact, (2) internal bracing and timber wedge positions, (3) clear photos of damaged crates showing the stencil shipping mark, and (4) close-up photos of slab fractures or edge chips with a ruler or caliper visible for scale.
Can I file a complaint about a shipment already received and unloaded?
Yes. Claims for apparent transit damage must be notified within [7 days] of container destuffing. Hidden defects (such as internal stone resin delamination or micro-fissuring revealed during dry-lay fabrication) are eligible for review within [30 days] of commercial receipt.
Do you offer replacements or direct refunds?
We provide both, depending on commercial feasibility and client preference. Options include priority airfreight/sea replacement of defective pieces, a commercial credit note applied against pending purchase orders, or a direct wire refund for the pro-rata FOB value of verified damaged cargo.
What if the issue is a courier or shipping line ocean transit delay?
For CIF/CFR shipments arranged by CRAFTIMUS, our freight forwarding division directly contacts the carrier (e.g. Maersk, MSC, CMA CGM) to expedite vessel feeder connections, waive container demurrage where possible, and provide daily tracking updates.
Who sees my complaint once submitted?
All submissions route securely into our central management portal. Only your dedicated export account manager, the Head of Quality Inspection, and the Operations Director have audit permissions. All files are treated with corporate confidentiality.
Can I escalate directly to the founder or CEO?
Yes. If your dispute has stalled past [48 hours] without an actionable resolution plan, our Tier 3 escalation ladder allows direct dispatch to the Managing Director at [[email protected]] with guaranteed executive arbitration within [3 working days].
Direct Trade Desk & Legal Contacts
For urgent container hold notices, customs demurrage emergencies, or active jobsite stoppages, reach our Karachi headquarters directly.
