At THE ENGLISH MARKET, it’s all about the customer experience; YOU! Whether you’re shopping for food or retail products, it’s our duty to ensure your shopping experience with us is an awesome one. However, there are times due to high demands and/or rainy periods where you may experience slight delays; for example peak times during Friday night dinner. We encourage customers to order prior and/or after prime times like these to avoid any potential delays. Furthermore, it’s important to note that there are so many factors that allow us to provide such fast and efficient service and when one of those variables doesn’t go as planned it can be challenging to deliver by the provided ETA. For example, restaurants have a limited capacity in the kitchen so at busy times as mentioned above we request your patience as we continue to serve you.
Our service guarantees delivery by 15 after minutes the Delivery ETA provided on your receipt. If your order is over 15+ minutes late from the ETA, a report should be directed to our management via the Chat Support, Email (support@theenglishmarket.com) or call us at 542-4350 so that they can investigate the claim further. It’s our duty to find any potential errors or inconsistencies in your order and provide a form of refund if there is a valid error. Refunds are not eligible if there are delays caused by the restaurant or traffic issues. The order should arrive with the exact order as requested per invoice placed by the customer. Shall the food be damaged, cold or not the items ordered then THE ENGLISH MARKET Sea Ltd. will fully reimburse the client upon verification of error. If the order does not match the invoice upon delivery it is the merchant’s sole responsibility to ensure that the order matches the requested items.
Chargeback Policy
A chargeback occurs when a cardholder contacts their issuing institution to dispute the charge for an order for a product or service they placed on our app. Chargebacks are also know as “charge disputes” which can be filed for a variety of reasons including the most common chargeback reason, unauthorized use of the credit card. The following steps are taken to help prevent disputes:-
Upon Customer Dispute, each dispute will be handled by one of our customer service agents. Each agent will then take the appropriate steps to verify the legitimacy of the customer’s claim. In addition, we are reachable by phone and email, all available online or through the app. All three parties receive the same invoice upon order request to ensure that there is an integrated communication about the exact order. All forms of communication will be recorded for customer satisfaction and any disputes that may arise. Any consumer who purchases products through the THE ENGLISH MARKET , is doing business with THE ENGLISH MARKET. a Bermuda registered company who facilitates product fulfillment for third party vendors such as restaurants and merchants. This is disclosed in our User Terms & Conditions and upon check out/ invoice. In addition, Customer Service is accessible directly through our 24/7 Customer Support Chat Interface.
