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Complaints and Suggestions

Complaints and Suggestions

At Najma Apple Communications, we believe that customer feedback is the cornerstone of our service development. This page is dedicated to receiving your complaints and suggestions to improve your experience with us and ensure you receive the best products and services in the world of electronics and smart devices, in accordance with the E-Commerce Law, the Personal Data Protection Law (PDPL) of the Kingdom of Saudi Arabia, and the Ministry of Commerce's regulations for evaluating online stores.

Communication Channels

At Najma Apple Communications, we value your feedback. You can contact us to submit complaints or suggestions through the following channels:
  • Mobile/WhatsApp: +966550664889
  • Contact Form: [To submit a complaint or suggestion]
  • Live Chat: Available on the store's website during business hours.

Submit a Complaint / Send a Suggestion / Contact Us

Types of Accepted Complaints and Suggestions

We welcome all types of feedback that contribute to improving our services and your experience, including:
  • Order Complaints: Delays, product errors, missing products.
  • Payment Issues: Difficulties completing payment, debit errors.
  • Shipping and Delivery Issues: Shipping delays, damaged shipments, incorrect address.
  • Product Quality: Non-functional product, manufacturing defect, missing accessories.
  • Warranty and Maintenance Service: Inquiries or complaints regarding warranty and maintenance service.
  • Store Experience: Difficulty using the website, technical problems.
  • Development Suggestions: Ideas for improving products, services, or the shopping experience.
  • General Inquiries: Any other questions you may have.

Required Information from the Customer

To ensure prompt and efficient handling of your complaint or suggestion, please provide us with the following information:
  • Full Name:
  • Order Number: (If the complaint relates to a specific order)
  • Email Address or Mobile Number: For contact purposes.
  • Description of Problem or Suggestion: Detailed and clear.
  • Order Date: (If the complaint relates to a specific order)
  • Supporting Photos or Videos: Especially for product quality complaints or manufacturing defects, to clarify the issue.
  • Serial Number: For electronic products that require it in case of a manufacturing defect or warranty claims.
  • Preferred Communication Method: (Email, WhatsApp, Phone Call)

Response and Processing Time

We are committed to responding to complaints received within 48 hours of receipt, during official working hours. We will do our best to provide quick and satisfactory solutions.

Tracking Number or Receipt Confirmation

After you submit your complaint or suggestion, we will provide you with a tracking number (e.g., C-xxxx) via WhatsApp message, so you can easily track the status of your request.

Complaint Processing Steps

We follow clear steps to process your complaint to ensure transparency and efficiency:
  1. Receipt of Complaint: The complaint or suggestion is registered immediately upon receipt.
  2. Initial Review: The customer service team will review the information provided.
  3. Request for Additional Information: We may contact you to request further details or documentation if necessary.
  4. Verification and Evaluation: The issue will be verified in collaboration with the relevant departments (such as Quality, Shipping, or Maintenance).
  5. Proposed Solution: A proposed solution will be provided based on the nature of the issue and store policies.
  6. Closing the Complaint: After the issue has been resolved and your satisfaction confirmed, the complaint will be closed.

Escalation or Re-Review Mechanism

If you are not satisfied with the provided solution, you have the right to request a review of the complaint by escalating it to senior management at Najma Apple Communications.
If a satisfactory solution is not reached after exhausting our internal mechanisms, you can escalate the complaint to the relevant government authorities:
  • Ministry of Commerce: via the Complaints Center (1900) or through the 'Commercial Complaint' application.

Confidentiality and Privacy Policy

We assure you that all complaints and suggestions are treated with the utmost confidentiality. Your personal data and technical information will only be used to process your request and improve our services, in full compliance with the Personal Data Protection Law (PDPL) of the Kingdom of Saudi Arabia and Najma Apple Communications' Privacy Policy.

Business Hours and Response Time

Our customer service team is ready to receive and respond to your inquiries and complaints during official business hours:
  • Sunday - Thursday: from 9:00 AM to 5:00 PM.
We will do our best to respond outside of these hours whenever possible.

Page Tailored to the Electronics Industry

Najma Apple Communications' complaints and suggestions page is designed to meet the specific needs of the electronics and smart device industry. Therefore, we focus on requesting specific information such as order number, product serial number, and illustrative photos/videos of the problem (e.g., a non-functioning product or a manufacturing defect) to enable us to provide highly effective technical support, warranty, and maintenance services.