Customer Service POLICY

Our business model is very simple, to do our best to help our customers get the most out of the sport that they love.

Our number one aim is to assist players, whether new or existing, to get the very best to enhance their love and enjoyment of their game. Whether that’s helping players get the correct grip size, most appropriate strings in their racket or looking at new technologies that may give them that little bit more when they next step out on court! 

Customer service is a key priority to RTS. We are committed to providing excellent customer service and delivering the standards contained within this policy. All our customers will be treated promptly, fairly and respectfully.  

Product Overview

We will provide an accurate description of the product on the website, however we cannot be held responsible for the colour representation of your monitor

Speed

We will ensure that the website provides an easy to navigate pathway to ordering and paying for goods. We will clearly state the expected length of time for delivery of goods. We will strive to speak to you promptly in the store, even if there are other customers, we will acknowledge your presence and let you know we will be with you as soon as possible. Our store assistants will be knowledgeable about our products.

Communication

We will clearly display accepted forms of payment (in store and online). Delivery and returns policies will be easy to locate online and displayed in store. Add-on services and warranties/guarantees will be clearly explained without pressure to buy.

Follow-up

We will ensure that customers have a point of contact if they need help after a purchase. This will be via email royaltownsports@gmail.comWe will ensure that the customer has a timeline for delivery of ordered goods.Our complaints procedure will be clearly displayed on the website.If you have any feedback then please contact us via email at royaltownsports@gmail.com   

Disability Access

Our store premises are housed in an old farm building and alterations and adaptations are limited in scope. Our entrance is in a covered walkway and staff will be on hand to assist you in any way possible. Please feel free to contact us before your visit to discuss your requirements.

Complaints

All complaints will be acknowledged within 72 hours and then resolved as quickly as possible. Store staff will endeavour to problem solve to reach the best solution. Customers will be compensated according to RTS company policy on returns. Complaints will be tracked to their conclusion to ensure that customers receive satisfaction. We will use any complaints to further improve our customer service standards in the future.

Retention

We aim to build long-term relationships with our customers by providing high standards and helpful advice. e.g we may advise about the progression of racket sizes that would be best suited to a junior player. 

Monitoring

We will share customer feedback with our employees.