Complaints & Suggestions

Complaints & Suggestions

At Almazalla Industrial Co. Ltd., we are committed to providing the highest quality products and services. We value your feedback and continuously strive to improve. You can submit your complaints or suggestions through the following channels:
  • Contact Form: Please use the dedicated contact form on this page.
  • Email: For official inquiries and support, contact us at [email protected].
  • WhatsApp: For quick support and inquiries, message us at +966543860256.
  • Phone: Speak directly with our support team by calling +966543860256.
  • Live Chat: Available through the chat icon on our online store.


Types of Complaints & Suggestions

We welcome all feedback that helps improve your experience, including:
  • Order Complaints: Issues related to order processing or order contents.
  • Payment Issues: Difficulties encountered during the payment process.
  • Shipping & Delivery Inquiries: Delays, damaged shipments, or delivery-related issues.
  • Product Quality: Feedback regarding generators, pressure washers, spray guns, construction and agricultural equipment, tools, and spare parts.
  • Website Experience: Comments regarding website usability, design, or browsing experience.
  • Suggestions: Ideas and recommendations to improve our products and services.
  • General Inquiries: Any other questions or feedback not covered above.


Required Information

To help us process your complaint or suggestion efficiently, please provide:
  • Full Name
  • Order Number (if applicable)
  • Mobile Number or Email Address
  • Detailed Description of the issue or suggestion
  • Supporting Photos or Documents (if available)
  • Order Date (if applicable)
  • Preferred Contact Method


Response Time

We are committed to responding to all complaints and suggestions within 24 hours of receiving them and will begin processing your request immediately. We aim to resolve issues as quickly and efficiently as possible.


Reference Number

Once your complaint or suggestion has been received, you will receive a confirmation via email or WhatsApp containing a reference number (e.g., C-1024). This number can be used to track the status of your request.


Complaint Handling Process

Our complaint resolution process includes the following steps:
  1. Submission & Confirmation – Your complaint is received and assigned a reference number.
  2. Initial Review – Our support team reviews and evaluates your case.
  3. Additional Information – If necessary, we may request further details or supporting documents.
  4. Proposed Resolution – We will provide an appropriate solution after completing our review.
  5. Resolution & Closure – Once a satisfactory solution has been implemented, the case will be closed.


Escalation Process

Your satisfaction is our priority. If you are not satisfied with the proposed resolution, you may request a case review.
Your complaint will be escalated to a senior representative for further evaluation and consideration of alternative solutions.
If the issue remains unresolved, you may escalate your complaint to the relevant government authority in the Kingdom of Saudi Arabia, such as the Ministry of Commerce, by calling 1900 or through its official website.


Privacy & Data Protection

We are committed to protecting your personal information and maintaining the confidentiality of your complaint in accordance with the Saudi Personal Data Protection Law (PDPL).
All information submitted will be treated confidentially and used solely for handling your complaint or suggestion.


Business Hours

Our customer support team is available during the following business hours:
  • Sunday to Thursday: 8:00 AM – 5:00 PM
Messages received outside business hours will be responded to as soon as possible during the next working day.


Industry-Specific Support

As Almazalla Industrial Co. Ltd. specializes in generators, pressure washers, spray guns, construction and agricultural equipment, tools, and spare parts, we pay particular attention to complaints related to:
  • Equipment performance and quality after use.
  • Compliance with advertised product specifications.
  • Availability of spare parts and after-sales technical support.
  • Packaging quality and protection of heavy or sensitive equipment during shipping.
Your feedback on these areas is highly valuable and helps us continuously improve our products and services.