Our commitment
GroFresh (trading name of Kerala Super Mart LTD) is committed to providing a high standard of service. We take all complaints seriously and aim to resolve them quickly and fairly.
This page explains how to raise a complaint, what we will do to investigate it, and what options are available if you are still not satisfied.
How to raise a complaint
You can submit a complaint by email. Please include as much detail as possible, including your order number, the nature of your complaint, and any steps you have already taken.
- Email: support@grofresh.co.uk — include 'Complaint' in the subject line
What happens after you contact us
We will acknowledge your complaint within 2 working days of receiving it.
We aim to investigate and provide a substantive response within 10 working days. For complex cases involving third-party couriers or payment providers, this may take up to 20 working days. We will keep you informed of progress.
Escalation
If you are not satisfied with our initial response, you may ask for your complaint to be escalated to a senior member of the team. Please state that you are escalating your complaint when you reply.
We will provide a final written response within 5 additional working days of escalation.
Alternative dispute resolution
If you remain dissatisfied after our final response, you may be able to use an Alternative Dispute Resolution (ADR) scheme. We will provide details of any applicable ADR scheme in our final response letter.
You also have the right to use the EU Online Dispute Resolution (ODR) platform if you are in the EU, accessible at ec.europa.eu/consumers/odr.
Regulatory complaints
If your complaint relates to how we have handled your personal data, you have the right to complain directly to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
For issues relating to trading standards or consumer rights, you may contact Citizens Advice at citizensadvice.org.uk or the Citizens Advice consumer helpline on 0808 223 1133.
If your complaint relates to a payment transaction, you may also be able to raise a dispute through your card issuer or payment provider.
Feedback
We value feedback even when things go right. If you want to share a compliment or suggestion, you can do so through the same contact channels above. We use customer feedback to improve the service for everyone.