CUSTOMER SATISFACTION – COMPLAINTS HANDLING
On this journey, which we set out on at DeFacto to bring a fresh perspective to Turkish fashion and to bring our brand-new, high-quality and original designs to consumers in dozens of countries around the world, we have achieved very important work and successes. Our priority has always been to make luxury accessible for happiness and to make customers fall in love with our brand.
In this context, we continuously improve ourselves to provide the best product and service quality, and, together with our competent staff, we make every effort to resolve the requests, complaints and suggestions we receive.
When handling customer complaints, we act with all our employees, at all our locations, with an approach of providing open, transparent, impartial, confidential and reassuring, fast and high-quality products and services.
Within the scope of the ISO 10002 Complaints Handling Management System implemented at DeFacto, our organization’s priorities are as follows:
· To evaluate every complaint received from our customers objectively, impartially, fairly and confidentially, in full compliance with legal regulations and taking our financial, operational and corporate requirements into account, and to offer customer-focused solutions,
· To inform our customer about the status of their complaint at every step of the complaint handling process,· To maintain the continuity of the communication infrastructure needed for customers to easily convey their needs and expectations, and thereby to ensure accessibility and resolution at the first attempt without customers needing to turn to channels outside DeFacto,
· To share customer satisfaction with complaint handling practices and the results of complaint evaluations with all relevant units, to evaluate them from the perspective of top management, and to ensure they are reviewed regularly,
· To continuously improve the system by making permanent the actions taken in line with customers’ requests, expectations, complaints and suggestions.
CEO
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DeFacto Perakende Tic. Aş
DeFacto Plaza Basın Ekspres Yolu Bahariye Cad. No.31 34303 Halkalı Küçükçekmece İSTANBUL
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We have brought the dominance of natural tones to our Colored Cotton collection. In our colored cotton collection, dominated by natural tones, we produced without using dyes and while saving water, thanks to naturally occurring colored heirloom cotton seeds. In this way, with our sustainable collection, we achieved up to 35% savings in energy and water and a 90% reduction in chemical use. In our collection made from non-GMO colored heirloom cotton seeds, we highlighted beige and light brown shades, with natural tones dominating.
Our collection, created with minimal print and embroidery details, was designed and produced with an approach that is friendly to skin and nature. In our collection, which favors natural and soft colors that are this season’s trend, the fabrics use natural colors produced from the extracts of plant waste that occurs naturally in nature and from clays formed by natural agents. Our collection takes its color from natural plant waste such as lavender, olive leaf extract, walnut shell, pomegranate peel, indigofera and lavender leaves. During fabric dyeing and production, we paid attention to water and energy efficiency and took care to keep water consumption to a minimum.
In preparing our collection, in addition to using natural dyes, we also paid attention to water and energy efficiency by achieving 88% water and 55% energy savings during dyeing and production, and took care to protect the future.
Our Olive Leather Collection was created by bringing together 100% vegan, plant-based and 100% recyclable products. Our collection was prepared with vegan olive leather, which contains no animal fibers such as wool, fur or silk and in which no animal materials are used at any stage of the production process.
By using vegan leather, a natural and alternative raw material, we reduced carbon emissions in the production stage by 94%. In this way, we showed respect for nature and prevented waste generation.
With our Apple Skin Collection, produced by recycling the peels and pomace of industrially processed apples, in addition to the benefit we provide to the environment, we offered farmers the opportunity to earn a second income from waste management. In this way, we strengthened the circular economy ecosystem. Our collection not only reduced waste management costs, but this natural waste also replaced other raw materials that contain intensive chemicals by lowering energy consumption and emissions across the entire chain.
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Our Sustainability Journey
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