FASHIONS & DECOR BY DEMA ONE OPERATIONS POLICY

CUSTOMER SERVICE 

Customer Service Telephone Reception: Confident, knowledgeable, and professional customer service telephone etiquette is extremely important and vital to the quality of Fashions & Décor services. The first interaction between Fashions & Décor customers and team members normally occurs during the customer’s initial telephone call into work centers. In order to maintain a high level of quality in customer service, stringent standards during of telephone conversations with customers will be maintained and constantly monitored. This standard is important because each customer’s experience with Fashions & Décor team members contributes to their perception of what they can expect from the quality of all Fashions & Décor services.

Customer Orders: Organization and preparation are key components to efficiently and accurately recording customer orders. Failing to be organized and prepared has the potential to portray to the customer an erroneous perception that Fashions & Décor services are disorganized and customer service is unhelpful. Organization entails having the required order forms readily available, a solid plan for immediately referencing customer account databases, and a superb understanding of where to find answers to customer questions. Preparation is the result of team members receiving proper and thorough training prior to interacting with customers. Under normal circumstances team members are expected to ensure that the customer fully understands the services that Fashions & Décor will provide, the scheduled times of delivery, and when they should expect confirmation of their order. All customer orders will be recorded accurately and legibly to avoid misinterpretations and processing delays. Customers ordering fabric from Fashions & Décor will be required to submit a deposit for the cost of the fabric prior to their deposit payment. Samples of fabrics will be shown to customers for their review prior to them submitting a deposit. If any customer is not available to review samples of fabric with a Fashions & Décor representative, then swatches will be shipped free of charge to the customer upon request.

Fashions & Décor team members normally take measurements from customers for custom-made clothing orders to ensure the proper fit of all clothing items. If customers are not available for a Fashions & Décor team member to take their measurements, then the customer will be asked to submit accurate measurements taken at another tailoring store. Fashions & Décor will provide free 30 minutes consultation to all customers during their selection of styles, fabrics, and tailoring options. For customers within a thirty-mile radius of a Fashions & Décor location, a representative will be available upon customer request to meet for a 30 minute free consultation.

Processing Customer Orders: Fashions & Décor members will process customer orders immediately after they are received. Priority should be given to orders requiring the earliest delivery due date. Additionally, consideration should be given to orders that require a relatively increased amount of resources (i.e. labor, materials, time, etc.). Immediately after orders are received, confirmation of each order is required to ensure accuracy prior to processing them. Order confirmation should be accomplished either electronic mail message (the preferred method of confirmation), a mailed copy of the order form, a faxed copy of the order form, or via telephone confirmation. This will ensure that all orders reflect the customer’s exact requirements before Fashions & Décor dedicates its resources. A meticulous review of any custom embroidery requests must be accomplished to ensure the symbols are correct and the spelling is accurate. Confirming each order provides a means for identifying changes and modifications at the earliest time during processing.

Customer Service Quality Control Measures: The foundation for Fashions & Décor’s excellent reputation for high quality customer service is the quality control measures in place. In order to maintain this standard a follow-up customer service telephone call, electronic mail message, or team member visit will be scheduled and completed no later than five business days after the customer’s delivery due date for their order. This quality control measure will be accomplished by a trained Fashions & Décor quality control representative (reference “Max Q” Group Authorization letter dated November 9, 2004). The Fashions & Décor quality control representative will as a minimum confirm delivery of the order, verify delivery was on-time, confirm the product exceeded customer expectations, and resolve any pertinent issues.

Addressing Dissatisfied Customers: Despite concentrated efforts to meet every customer’s expectations, it may be difficult to satisfy a small number of Fashions & Décor customers. However, this does not permit team members to be unprofessional, withhold services, or instigate volatile situations. Dissatisfied customers will be addressed with respect and allowed to speak to the Director of Operations or his/her representative, in order to immediately resolve the situation. The team member who is addressing the customer should provide the Director of Operations the details of the situation prior to the Director of Operations addressing the customer.

Confidentiality: Customer account information, order forms, official electronic media information (including electronic mail messages and information contained within databases) produced by, or in the possession of, Fashions & Décor is considered confidential information (reference Dema One Corporation by-laws publication). Confidential information will be used for official Fashions & Décor use only, and the release of any confidential information to unauthorized team members, customers, or other persons not authorized by Fashions & Décor is prohibited. All team members will comply with the Privacy Act of 1974, as amended. Violators of this policy or privacy laws are subject to immediate termination of employment.

Privacy and Security: We do respect your privacy! Information collected is for the purpose of sales only, and will not be shared with any third parties. All your information is stored in our database and used only to conduct business with you.

FASHIONS & DECOR SALES

Price Quotes: Price quotes cited to customers (i.e. the prices of aprons, curtains, custom tailoring, etc.) will be calculated using the most accurate data available. Customers will be informed if accurate pricing information is unavailable in which case Fashion and Decor members will aggressively research the price data and subsequently inform the customer of the price quote. Fashions & Décor databases containing price information will contain accurate information at all times and will be constantly monitored and adjusted according to market fluctuations.

Estimated Total Cost: Estimated total costs cited to customers will be calculated using the most accurate estimates available. If the accuracy of the estimates can not be verified the customer will be informed. If estimated total cost information is unavailable for customers, team members will aggressively research the total cost data and subsequently inform the customer of the estimates. The accuracy of estimated total costs given to customers should not exceed 10% of the final total cost amount; in this way we avoid citing extreme estimates and erroneous pricing information to customers. Fashions & Décor databases that calculate total cost information will contain accurate information at all times and will be constantly monitored and adjusted to market fluctuations.

Sales Tax: A sales tax will be added to the cost of all Fashions & Décor orders in accordance with state and federal tax laws.

Payment Options: Fashions & Décor requires that all customers submit a minimum deposit of 50% of the estimated total cost of their order before their order is processed. The estimated total cost amount will include sales tax amounts and all shipping and handling fees. At the time of final delivery, customers are required to pay the outstanding balance of their order. Fashions & Décor will accept personal checks, cash payments, money orders, and all credit cards as payment options. For cash payments, customers should not mail cash to Fashions & Décor under any circumstances. For payments using personal checks, customers should make the check payable to: Dema One Company. If full payment of the customer’s outstanding balance is not received by the payment due date then a charge of 1.50% of the total cost of the order will be included in the current balance due.

Refunds, Exchanges, and Similar Services: We will consider all refunds, exchanges, and similar services. If a complaint is accepted, customers who are not satisfied with the quality of their order have the options of returning their purchased order and exchanging it with an exact item, returning their order for a full refund, or returning their order and receiving credit on their account in an amount equal to the total cost of their returned order. All customers interested in refunds, exchanges, or credit must make their request to Fashions & Décor no later than thirty consecutive days following the delivery date of their order.  Fashions & Decor will not honor any requests for refunds, exchanges, or exchange credit made after thirty days.

Fashions & Décor will not be responsible for any shipping cost incurred by the customer for any items being refunded or exchanged. For all customer returns, the customer must include the original invoice with their return. If the original invoice is not available the customer must include their full name, address, order identification number, customer identification number, and the number and descriptions of the items being returned. All Fashions & Décor produced clothing items returned by customers must be returned in the original condition that the clothing items were delivered.

Fashions & Décor offers all customers free repairs or alterations on all custom-made Fashions & Décor clothing items that are not damaged or flawed barring damages resulting from customer negligence or misuse. Requests for repairs or alterations must be made no later than thirty consecutive days following the delivery date of their order. Fashions & Décor will not honor requests for repairs or alterations made after thirty days.

Fashions & Décor will not be responsible for inaccurate customer measurements that were measured by another tailoring store, or measured by any other means not affiliated with Fashions & Décor, that result in clothing items produced by Fashions & Décor that do not properly fit the customer or meet the customer’s expectations. Additionally, Fashions & Décor will not be responsible for any additional costs incurred to the customer for alterations that are a result of inaccurate measurements that were measured by another tailoring store, or measured by any other means not affiliated with Fashions & Décor.

Fashions & Décor reserves the right to cancel any order or retain any customer deposits due to customer non-payment, customer initiated changes to an order after processing begins, or unusual circumstances that result in the need to cancel an order. Fashions & Décor will immediately inform the customer if any of the above situations occurs.

GIFT CERTIFICATES AND DISCOUNTS

Gift Certificates: Fashions & Décor gift certificates offer customers great gift ideas as well as convenience. Authorized gift certificates will be offered to all customers and will be distributed and honored in all Fashions & Décor stores. Gift certificates will be available for customer purchase each business day. The minimum gift certificate value is $10. There are no maximum gift certificate value limits. All gift certificates purchased by customers must be redeemed at a Fashions & Décor store within six months of the gift certificate purchase date. Six months is defined as 180 consecutive days. After the expiration of six months, the value of the gift certificate will become the property of Fashions & Décor. Customers can return gift certificates to Fashions & Décor for reimbursement prior to the six month expiration date. Fashions & Décor will only reimburse returned gift certificates to the customer who originally purchased the gift certificate.

Discounts: Discounts applied to Fashions & Décor products and services that are offered to customers require the specific approval of the Fashions & Décor Director of Operations. Standard value for all Fashions & Décor discounts will be an amount equal to 10% of the sales price. The Director of Operations has the authority to set another discount percentage value as he/she determines to be appropriate. However, the amount of any discount will not exceed 50% of the total sale price. Fashions & Décor reserves the right to offer discounts or refuse discounts to customers in accordance with budget requirements and Dema One Corporation Executive Officer guidance.

QUALITY CONTROL MEASURES

Production Quality Controls: Quality controls are vital to maintaining standards for the production of all Fashions & Décor goods. Quality control measures are stated in Fashions & Décor operations guides for all areas of production.

Final Inspection: Final quality inspections will be performed on all products prior to packaging and shipping. Final inspection requirements for all products are stated in Fashions & Décor operations guides.

PACKAGING STANDARDS AND SHIPPING

Packaging Standards: Fashions & Décor packaging standards are stated in Fashions & Décor operations guides for all production items.

Shipping: Fashions & Décor will ship orders using UPS, FedEx, or other shipping companies that meet customer needs. During normal operations, orders will be shipped by UPS, FedEx no later than fourteen business days after the date the product was ordered. The cost of shipping and handling will be included in the total cost of all Fashions & Décor orders. Deliveries to locations within a thirty mile radius from the Fashions & Décor location the order was placed are free of charge. For international shipments, the cost of international shipping and handling fees will be included in the total cost of the order. After delivery of any Fashions & Décor product, goods, or services, Fashions & Décor will not be responsible for any damages to the product, goods or services that are a result of customer negligence or misuse.