Customer Service Policy

Our staff are committed to promoting the visions and values of our organization and delivering the standards contained in this policy.

A customer is anyone who comes into contact with Shanta Hair Beauty Fashion and includes:
current and potential audience members, actors, creative teams, sponsors and business supporters, the media, suppliers, contractors, members of staff, volunteers and board members.

Our key customer service objectives

Consultation and feedback

If you wish to contact Shanta Hair Beauty Fashion regarding matters about the service the store provides, you should, in the first instance, contact the head of the relevant department either in writing, by phone or email. Contact information for all staff is available on Shanta Hair Beauty Fashion website theshantaway.com.

The store’s main telephone number is 469.890.9889 and calls and/or texts will be directed to the relevant staff member.
Alternatively, please contact:
Ebony Vick, General Manager, Shanta Hair Beauty Fashion 200 State St, Lancaster, Tx 75146 or email ebony.vick@theshantaway.com

Feedback is welcomed. You may submit your feedback online by leaving us store reviews and you can send feedback through our website message channel: https://theshantaway.com/pages/contact-us

 Complaints

Whilst we take great care to ensure that we provide all our services efficiently, courteously and to a high standard, we accept that complaints may be made. A complaint is a valid expression of dissatisfaction and however it is made, by email, letter, telephone or verbally, we will investigate it and use it as a means to improve our standards of service.

If at any time during your visit you are not happy with the levels of service you experience, please contact us at info@theshantaway.com and we will try our best to resolve your complaint straight away, so your visit is an enjoyable one.

You can submit your complaint by telephone or in writing. All written complaints will be dealt with by our General Manager, or the person they feel can best respond to your concerns. We will acknowledge all written complaints within 5 days of receiving the letter, at which point your complaint will be investigated. If you are not satisfied with the way in which your complaint has been dealt with, we have an appeal procedure which the General Manager will activate at your request.

Any action taken that will affect members of staff as a result of a customer complaint will be conveyed to all concerned before a response is given to the customer.

Please be respectful when submitting complaints, or even general inquiries. We pride ourselves on being respectful to our customers, and also protecting our employees and ensuring they are working in a positive, healthy environment. Disrespectful conduct or communication will not be tolerated and may impact the speed or outcome of resolution to your issues if not handled properly.

Shanta Hair Beauty Fashion’s Inclusivity Policy

We are committed to equality of opportunity and access for all irrespective of their age, gender, class, marital status, nationality, ethnic origin, disability, religious belief or sexual orientation. We aim to create a working environment which values and respects the variety of lifestyles and cultures found within theatre and within our local community.

We will strive to ensure that no employee, audience member, or any other person connected to the work of Shanta Hair Beauty Fashion, experiences unlawful or unfair discrimination or harassment. We are committed to equality of opportunity in which individuals are selected for employment and treated on the basis of their relevant merits.

Access

Physical Access

There is no physical access to the store at this time.

Parking

There is no parking access at this time.

Wheelchair Access

There is no wheelchair access at this time as there is no physical access to the store’s location at this time.

Accessible Toilets

There are no accessible toilets at this time as there is no physical access to the store’s location at this time.

Discounts

Discounts are offered at sole discretion of the store and may be changed or terminated at any time by the store.

 

EVALUATING OUR STANDARD OF CUSTOMER CARE

Shanta Hair Beauty Fashion has a committee dedicated to ensuring the continuing quality of our customer care and comprising the General Manager, Marketing & Sales Director, Customer Service Manager, which meets at regular intervals to discuss and review the store’s commitment to its customers.