Complaints and Customer Support
1. Send the details
Email sales@gastrona.sa with “Complaint” in the subject, your order or quotation reference, a description of the issue, the outcome you are seeking and a suitable way to contact you. Attach only relevant documents or photographs. You can also call +966 57 005 0025.
2. Follow-up and service targets
GASTRONA management is accountable for complaints and customer support. We target a first response within 2 business days and resolution within 7 business days. If resolution depends on a carrier, supplier, payment provider or another external party, we send a status update and the next expected action instead of closing an unresolved complaint.
Keep a copy of your message and order reference. Use the same email thread when following up so the details remain together. Do not send card details, passwords or verification codes.
3. Request escalation
If the issue remains unresolved, explicitly request escalation to the responsible GASTRONA manager and include the earlier correspondence. Contacting us does not restrict your right to approach the competent authority.
Privacy requests
To request access, correction or destruction of your personal data, or to withdraw marketing consent, use “Privacy request” in the email subject. See our Privacy Policy.