How to Contact Us
In the unlikely event that you encounter a problem or have a question or wish to make a comment or place an order please contact us by one of the following methods below.
Sales
If you wish to speak to one of our sales personnel or place an order over the telephone please telephone us on:
0800 652 7752
Customer Services
Kyatu; is the new online shopping experience and we want everything to run smoothly for you from browsing our vast range, ordering your product the sitting back whilst we deliver it to you. We ship thousands of orders a week successfully but very occasionally problems do and can occur and you may need to contact us here at customer services. The following will list our contact methods and what you can expect once a contact is made.
Telephone
By Telephone on 0800 652 7752
Your call will then be answered by one of our experienced customer service team who are there to help you. Please supply them with your order reference number which will begin with KU and details of the query/problem/ or question that you may have. Using our computerised order database they will be able to deal with your issue whilst you are on the phone. But please bear in mind that if your item is or has been directly dispatched from the manufacturer then they may need to contact the supplier on your behalf and may therefore need to call you back with the answer. If they do need to call you back they will give you an estimated time when this will be done. If you wish to hold and request to do so they may also be able to contact the supplier. This may not always be possible though. Occasionally our team may also have to contact other departments within our organisation to resolve your issue, this may cause a delay in responding. However, you will be kept up to date with the call progress.
Please do not call chasing delivery unless you have already received your email dispatch notice as we may not be able to offer any delivery update advice.
We operate an escalation process within our organisation. If you are unhappy with the way your call is being handled you may tell the call operator who will then fill out a follow up form for our contact centre line manager. You will not be able to speak to a manager at this point. This follow up form will then be forwarded to the relevant team leader who will aim to respond to your escalation within 1 working day. Where possible we will try to accommodate any timed request for a call back but his cannot be guaranteed.
Our customer service team are here to help and happy to do so but will not tolerate abuse, personal abuse or bad language during a telephone conversation. If this happens they will ask once for this to cease, if it continues our operators will terminate the call without a further warning.
If you do not wish to use our telephone service for whatever reason you may also send your query/problem or question to us via email at the following address productsupport@kyatu.co.uk
Your email contact with us will still be answered by one of our experienced customer service professionals. We aim to acknowledge all emails within 4 hours. We aim to then resolve your issue as quickly as possible. Our team may also need to speak to suppliers or other departments within our organisation in relation to your issue, we try to do this as quickly as possible but delays may occur. However, we use a computerised call logging system which records all telephone and email call details and is able to track the progress of your call. We will not forget you, we aim to keep you informed of the progress whenever possible.
Please do not email us and also make a call to us using our telephone service, this may result in delays in answering your query/problem or question. Please also refrain from sending multiple emails to us regarding the same matter unless it is in response of course to an email we have sent you as this may also cause in a delay in responding to you.
Post
You may of course prefer to write to us, if this is the case please address all correspondence to:
The Customer Care Department,Kyatu,
Ollerton Road Industrial Estate,
Ollerton Road,
Tuxford
Newark
Notts
NG22 0PQ
If you wish to complain about any part of our service with you please see our Kyatu complaints procedure which will give you details on how to do this and what you can expect from us.
Problems with the Website or the Buying Process
If you encounter a problem with our website or the online purchasing process please contact us at itsupport@kyatu.co.uk
Marketing
Contact our Marketing department if you’d like to suggest a link or content exchange, propose online or offline advertising; or question us on behalf of the press.
Telephone us on 0870 777 8891 (option 3)
Fax us on 0870 7778892
Our Postal Address
Marketing Department,Kyatu,
Ollerton Road Industrial Estate,
Ollerton Road,
Tuxford,
Nottinghamshire,
NG22 0PQ
