Customer Service and Support

If something goes wrong with our service then we have provided here our procedures for dealing with such matters:

Who should I contact?

If you want to ask a question about our service then please contact Simon Rush by email at cust.serv@poker-shop.co.uk, telephone +44 (0)1702 600 670(national rate).

Please contact Simon Rush by email at cust.serv@poker-shop.co.uk, telephone +44 (0)1702 600 670 (national rate) between the hours of 10:00-17:00 GMT Monday to Friday or in writing to:

How long should I wait?

We will endeavour to acknowledge the complaint by the end of the next working day but no later than 5 working days.

In most cases we can offer a proposal to resolve the matter by the end of the next working day but for more complicated cases we will provide a timescale that we expect to be required to enable us to fully provide our response.

We will endeavour to keep you informed of any progress in relation to your enquiry by the end of the next working day.

If the matter is relatively simple like wrong colour, quantity or product then we can usually check this promptly and will endeavour to put the matter right as soon as practically possible. In some circumstances we may arrange for the incorrect items to be collected or reimburse your reasonable postal expenses to return the incorrectly supplied products.

If the matter is complicated and you have initially contacted us by phone you could be asked to put your complaint in writing to:

What should I expect?

We will fully analyse any difficulties you experience with our service and look to implement new procedures to reduce the risk of repeating any mistakes.

We are a responsible trading company that is why we have been successfully involved in the mail order business for more than 10 years but we still frequently review and check that our procedures are effective in delivering the best possible service to our customers.

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