Complaint & Grievance Redressal
Your satisfaction is our priority. We are committed to resolving all complaints fairly and promptly.
Governed by Bangladesh Consumer Rights Protection Act 2009
Our Commitment
At Dot Eleven, we take all complaints seriously and are committed to providing a fair and transparent grievance redressal mechanism. This policy outlines how you can submit complaints and what you can expect from us in terms of response and resolution.
We comply with the Bangladesh Consumer Rights Protection Act 2009 and the Digital Commerce Operation Guidelines 2021 to ensure your rights as a consumer are protected.
Types of Complaints We Handle
Product-Related
- • Defective or damaged products
- • Wrong item received
- • Missing items from order
- • Quality issues
- • Product not as described
Service-Related
- • Delivery delays
- • Poor customer service
- • Incomplete delivery
- • Courier misconduct
- • Packaging issues
Payment-Related
- • Incorrect charges
- • Refund delays
- • Payment gateway issues
- • Overcharging
- • Hidden fees
Policy-Related
- • Return policy disputes
- • Warranty claims
- • Terms of service issues
- • Privacy concerns
- • Cancellation disputes
How to Submit a Complaint
Step 1: Contact Customer Support (First Level)
Most issues can be resolved quickly by contacting our customer support team:
Response Time: Within 24 hours on business days
Step 2: Formal Complaint Submission (Second Level)
If your issue is not resolved by customer support, submit a formal complaint:
📧 Email to: [email protected]
Please include the following information:
- • Your full name and contact information
- • Order number (if applicable) or transaction reference
- • Brand name (Bangladesh Books, 71 Shop, etc.)
- • Date of purchase or incident
- • Detailed description of the complaint
- • Supporting evidence (photos, screenshots, receipts)
- • Previous communication reference (if any)
- • Your expected resolution
Response Time: Within 7 business days
Step 3: Escalation to Management (Third Level)
If you are not satisfied with our response, escalate to senior management:
📧 Email to: [email protected]
Include your previous complaint reference number and explain why you are dissatisfied with the resolution.
Response Time: Within 15 business days
Our Resolution Process
| Stage | Timeline | Action |
|---|---|---|
| Acknowledgment | 24-48 hours | Complaint received and ticket created |
| Investigation | 3-5 days | Review evidence and internal investigation |
| Resolution Proposal | 5-7 days | Proposed solution communicated |
| Implementation | 7-15 days | Resolution executed (refund, replacement, etc.) |
| Follow-up | 15-20 days | Confirmation of satisfaction |
Note: Complex cases may require additional time. We will keep you informed throughout the process.
Possible Resolutions
💰 Full or Partial Refund
Money returned to your original payment method based on the nature of the complaint.
🔄 Product Replacement
Exchange defective or wrong items with correct products at no additional cost.
🎁 Store Credit
Credit added to your account for future purchases on any of our brands.
🔧 Service Correction
Corrective action taken to address service-related issues and prevent recurrence.
💳 Compensation
Discount coupon or goodwill gesture for inconvenience caused.
📝 Policy Clarification
Detailed explanation if complaint arose from misunderstanding.
Your Consumer Rights in Bangladesh
Under the Consumer Rights Protection Act 2009 (আইন নং ২৬ সন ২০০৯), you have the following rights:
- ✓ Right to be protected against marketing of goods and services which are hazardous to life and property
- ✓ Right to be informed about the quality, quantity, potency, purity, standard and price of goods
- ✓ Right to be assured access to a variety of goods and services at competitive prices
- ✓ Right to be heard and assured that consumer interests will receive due consideration
- ✓ Right to seek redressal against unfair trade practices or unscrupulous exploitation
- ✓ Right to consumer education and awareness about consumer rights
External Grievance Redressal
If you are not satisfied with our resolution, you may approach the following authorities:
1. Directorate of National Consumer Rights Protection (DNCRP)
2. e-Commerce Association of Bangladesh (e-CAB)
Email: [email protected]
Website: e-cab.net
3. Consumer Rights Court
You may file a case in the Mobile Court or District Consumer Rights Protection Committee as per the Consumer Rights Protection Act 2009.
Important Notes
⚠️ False Complaints: Submitting false or fraudulent complaints may result in account suspension and legal action as per Bangladesh law.
ℹ️ Evidence: Always provide supporting documentation (photos, videos, receipts) to expedite the resolution process.
✅ Tracking: You will receive a complaint tracking number via email for all formal complaints.
We're Here to Help
Your satisfaction is our commitment. We strive to resolve all complaints fairly and promptly. Thank you for giving us the opportunity to address your concerns.
Last Updated: November 3, 2025
This Complaint & Grievance Redressal Policy is governed by the laws of Bangladesh.