CUSTOMER SATISFACTION - HANDLING COMPLAINTS
As Defacto, we have accomplished many important works and achievements in this journey that we set out to bring a fresh perspective to Turkish fashion and to bring brand new, high quality and original designs to consumers in dozens of countries around the world. Our priority is always to make luxury accessible for happiness and to make customers fall in love with our brand.
In this context, we continuously improve ourselves to ensure the best product and service quality and make every effort to resolve the requests, complaints and suggestions we receive with our competent staff.
While handling customer complaints, we act with the understanding of providing reassuring, fast and high quality products and services in an open, transparent, impartial and confidential manner with all our employees at all our locations.
Within the scope of the ISO 10002 Complaints Handling Management System implemented at Defacto, our priorities for our organization are the following;
- To evaluate each complaint received from our customers in full compliance with legal and regulatory requirements, taking into account our financial, operational and corporate requirements, in an objective, impartial, fair and confidential manner and to provide customer-oriented solutions,
- To inform our customers about the status of their complaints at every step of the complaint handling process, - To ensure the continuity of the communication infrastructure necessary for customers to easily communicate their needs and expectations, thus ensuring first-time accessibility and solution without the need to turn to channels other than Defacto,
- To share customer satisfaction and complaint evaluation results with all relevant units, to evaluate them from the perspective of senior management and to ensure that they are reviewed regularly,
- To continuously improve the system by making the actions taken in line with customers' demands, expectations, complaints and suggestions permanent.
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 carried the dominance of natural tones to our Colored Cotton collection. With our colored cotton collection, which is dominated by natural tones, we produced without using dyes and saving water thanks to the colored ancestor cotton seeds that exist spontaneously. In this way, we achieved up to 35% energy and water savings and 90% reduction in chemical use with our sustainable collection. In our collection, which we produced from non-GMO colored ancestor cotton seeds, we highlighted beige and light brown colors in the dominance of natural tones.
Our collection, created with minimal print and embroidery details, was designed and produced with a skin and nature friendly approach. In our collection, where natural and soft colors, the trend of the season, are preferred, natural colors produced from the extracts of plant wastes that occur spontaneously in nature and clays produced by natural factors are used in the fabrics. Our collection got its color from natural plant wastes such as lavender, olive leaf extract, walnut shell, pomegranate peel, indigo fera, lavender leaf. During the fabric dyeing and production phase, we paid attention to water and energy efficiency and paid attention to minimum water consumption.
In addition to the use of natural dyes in the preparation of our collection, we have also considered water and energy efficiency by saving 88% water and 55% energy during the dyeing and production stages, and we have taken care to protect the future.
Our Olive Leather Collection was created by combining 100% vegan, plant-based and 100% recycled products. Our collection is made with vegan olive leather, which does not contain any animal fibers such as wool, fur and silk and does not use animal materials at any stage of the production process.
By using vegan leather, a natural and alternative raw material, we reduced carbon emissions by 94% during the production phase. In this way, we prevented waste production by respecting nature.
With the Apple Skin Collection, which we produced by recycling the peels and pulp of industrially processed apples, we not only benefited the environment but also offered farmers the opportunity to earn a second income from waste management, thus strengthening the circular economy ecosystem. Our collection not only reduced waste management costs, but this natural waste also replaced other chemical-intensive raw materials, reducing energy consumption and emissions along the entire chain.
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Our Sustainability Journey
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