Complaints Procedure

At Blue Point Pellet Fuel, we are committed to providing the highest level of customer service.
If you have a concern or complaint regarding our products, services, or support, we encourage you to raise it promptly so we can resolve it efficiently.

1. How to Make a Complaint

You can submit your complaint by:

• Emailing our customer support team at contact@bluepointpelletfuel.com
• Calling us directly at +1 (970) 555-8821 during business hours (Mon-Fri, 9 AM – 5 PM MST)
• Using our online contact form on our website

2. Information to Provide

To help us resolve your complaint quickly, please provide:

• Your full name and contact details
• Order number or purchase details (if applicable)
• A clear description of your complaint or issue
• Any supporting documents or photos

3. Complaint Acknowledgement

Once we receive your complaint, our team will acknowledge it within 2 business days and provide an estimated timeframe for resolution.

4. Resolution Process

We aim to resolve complaints as quickly and fairly as possible. Depending on the nature of the issue, we may:

• Offer guidance or advice to resolve your concern
• Replace or repair defective products
• Provide refunds where appropriate
• Escalate the issue to our management team for review

5. Escalation

If you feel your complaint has not been resolved satisfactorily, you may request that it be escalated to a senior manager.
We will review your case carefully and provide a final response within 10 business days where possible.

6. Commitment to Improvement

We value customer feedback as an essential part of improving our products and services. Every complaint is reviewed to ensure that we learn and implement changes to prevent similar issues in the future.

7. Contact Details

If you have any questions or need assistance, please contact us: