Requests, complaints, claims and suggestions (PQRS)

This is our formal channel to receive and answer whatever you need to tell us. Every request filed here is registered and answered — whether it is a question, something that went wrong, or an idea to make us better.

File your request at hola@creaycocina.com, writing PQRS in the subject line. We read this inbox Monday to Friday, 9:00 to 17:30 Eastern Time (UTC-5).

What you can file

  • Request (Petición). You need information, a document, or a copy of your invoice, warranty or purchase record.
  • Complaint (Queja). You were unhappy with how you were treated, with a delay, or with the service itself.
  • Claim (Reclamo). The equipment arrived damaged, incomplete, or is not working as it should, and you are asking us to resolve it.
  • Suggestion (Sugerencia). You have an idea about a product, a process or the store. These are the ones we enjoy most.

What to include

The more complete your first message is, the faster we can resolve it. Please send us:

  1. Your full name and the identification document of the person who placed the order.
  2. Your order number and the date of purchase.
  3. A clear description of what happened and what you are asking for.
  4. Photographs or video, if the equipment arrived damaged or is not working. This usually saves several days.
  5. An email address and phone number where we can reach you.

Response times

We confirm receipt of your request within two (2) business days, with a reference number so you can follow it up.

We issue a substantive answer within fifteen (15) business days of filing. If the case requires a technical inspection or a part to be shipped, we will tell you before that deadline what the next step is and how long it will take.

If the answer does not resolve it

You can always reply to us and ask for the case to be reviewed again. Beyond that, each country has its own consumer protection authority:

  • Colombia: Superintendencia de Industria y Comercio (SIC).
  • Mexico: Procuraduría Federal del Consumidor (PROFECO).
  • United States: the consumer protection office of your state.

Related

If what you need is a refund, a return or to make a warranty claim, the conditions and the step by step are set out in our Return and warranty policy. Delivery times by country are in our Shipping policy.