E - Quality
Our dear customer,
Since the day it was founded, our company has been working at full speed in order to provide you with better quality service and meticulously handles all kinds of requests from our valued customers.
It participates in quality-related activities in order to increase the service quality and make a difference in the sector.
You can visit the following pages to have detailed information about our customer satisfaction works and the works we do to provide quality service.
Our Company's Quality Policy
- To be a leader, high quality, reliable and innovative company in the e-commerce sector.
- In order to ensure 100% customer satisfaction, we meet the needs of our customers with transparency, accessibility, impartiality, accountability, customer-oriented approach and confidentiality. always trying to understand better in line with the principles.
- To continuously support the development of our employees and ensure that they maximize their performance in order to make our organization successful today and in the future.
- Working in harmony with our suppliers, while offering our highest quality products to our customers in the fastest time and at the most affordable price, while increasing the profitability of our suppliers.
- To continuously improve our costs and efficiency in order to increase our competitiveness.
- To strictly comply with laws and regulations.
Our ISO9001:2015 Quality Management System
What is ISO 9001:2015? What does it do?
ISO (International Standardization for Organization) is an international standards association established in England. It was established in 1947. Its aim is to facilitate world trade, to determine and prepare international standards.
The ISO 9001:2015 Quality Management System standard is not a standard by which a product or service is received or certified, but a system standard as the name suggests. The ISO 9001 standard is not mandatory, it is voluntary. If the organization carries out its organization by meeting the conditions specified in the standard, it is entitled to receive the certificate.
It adopts the ISO9001 continuous improvement model and reduces clutter within the firm, preventing this from becoming a problem as the business grows.
Our company was awarded the ISO 9001 Quality Management System certificate in 2012 by Bureau Veritas , one of the world's leading international audit firms. Adopting the continuous improvement model, it successfully completed its interim audits in 2013 and 2014.
As a result of the re-certification audit conducted on April 12, 2018, it gained the right to switch to the ISO 9001:2015 version.
ISO10002:2014 Customer Satisfaction Our Customer Complaints Management System
Why ISO10002 ?
This standard provides guidance for establishing and developing an effective and efficient complaint handling process for all activities, both commercial and non-commercial, including e-commerce, and is intended to benefit an organization, its customers, complainants and other interested groups.
If the organization realizes its system and organization by meeting the conditions specified in the standard, it is entitled to receive the certificate.
Our company was awarded the ISO10002 Customer Satisfaction Quality Management System certificate in 2012 by Bureau Veritas, one of the world's leading international audit firms. By adopting the continuous improvement model, it successfully completed the interim control audits in 2013 and 2014. As a result of the re-certification audit conducted on April 13, 2018 ISO 10002:2014 has the right to switch version.
The following items are included in our customer satisfaction and complaints handling management system;
- Customer complaints:
We see customer complaints as the most valuable improvement opportunity and treat them meticulously.
When you have any complaints, to reach a solution as soon as possible; Login to our websites with your membership, click the "my account" link in the upper right corner,
Click the "support requests" link in the left menu.
Click the "create a new ticket" link on the ticket page.
Support, complaints, suggestions, etc. You can create a new ticket for any subject.
Our customer service representatives will respond as soon as possible to your tickets that you fill out during working hours.
We carefully evaluate all customer complaints and aim to conclude them as soon as possible. We hold information meetings with our personnel about the causes and consequences of customer complaints every month, and we continue our improvement activities in order to increase our performance in this regard.
- Customer Requests:
You can provide us with product information, sample request, training request, etc. There are many requests every day on many subjects. We record all of these requests and try to respond to you as soon as possible. You can make your requests through our contact forms on our websites. You can also do it by phone, email, facebook, twitter, face-to-face or with our live support system.
Our Food Safety Studies
First of all, in our Food Safety studies; We received a Food Sale Approval Certificate from the Ministry of Food, Agriculture and Livestock. Thus, we became the only E-commerce site approved by the Ministry of Food, Agriculture and Livestock.
Our next goal is to obtain a certificate by fulfilling the requirements of the ISO22000 Food Safety Management System. Some of the studies we have done on this subject;
- SKT Controls:
We check all the food products we sell on a weekly basis in accordance with our nonconforming product procedure. During the controls, we collect all our products that have reached their critical shelf life, return them to our suppliers or destroy them.
- Sensitive Posts:
We take extra precautions when shipping products that may be damaged by the adverse effects of shipping conditions. In this regard, we try to ensure that the products reach you without damage by using different equipment.
At the end of the day, we ship our products that need to be sent with cold chain, and we also ship them with ice trays. We send food and non-food products by taking the necessary precautions so that they do not harm each other.
Despite all these measures, when there are damaged products, we resolve your grievances as soon as possible without bothering you.
- Storage conditions:
We regularly check our products to prevent them from being damaged during storage. We ensure that the storage conditions are suitable for the products. We try to prevent any damage to our products by controlling our storage conditions. In order to prevent possible damage from pests, we work with companies that are experts in their fields and regularly have pest controls done in both our offices and warehouses.