Buildmaster Customer Service & Escalation Policy

At Buildmaster Marketing Inc., we are committed to providing timely, respectful, and effective customer support. This policy outlines how customers can reach us, how quickly they can expect a response, and how to escalate issues if initial resolution is unsatisfactory.

1. Customer Support Channels

Customers can reach our support team through the following official channels:

  • Email: support@buildmaster.ph
  • Hotline: +63 (963) 958 4589
  • Live Chat: Available on our website during business hours

2. Response Times

  • We aim to respond to inquiries in real time during business hours.
  • Response time may vary depending on inquiry traffic and complexity, but urgent issues (such as delivery problems or defective items) are given priority.

3. Resolution Process

  1. Customer Service Representative (CSR): First point of contact for general inquiries and standard issues.
  2. Supervisor: For issues unresolved at CSR level or requiring management approval.
  3. Customer Service Manager: For escalations involving service disputes, delayed resolutions, or special cases.
  4. Executive Review: If a matter remains unresolved, it may be elevated to company executives for final resolution.

4. Escalation Rights

  • Customers may formally request escalation at any stage if they feel their concern is not being adequately addressed.
  • Unresolved complaints may also be escalated to the Department of Trade and Industry (DTI) or other relevant regulatory authorities in accordance with Philippine consumer protection laws.

5. Fairness Commitment

  • We will treat every customer concern with respect, confidentiality, and impartiality.
  • Customers will be updated regularly on the status of their inquiries until resolution.
  • No complaint will be ignored, delayed, or dismissed without proper evaluation.