Escalation Matrix - havetobuythis

Escalation Matrix

Escalation matrix for HTBT Store

Level 1 – Customer Service Team (Submission of your query)
The Customer can lodge a complaint in the following ways:
• Reaching out to us on 1800-102-5871 and lodge a complaint online.
• You can also write to us at
• Response to a user's query/ concern - 24 Business hours
• Follow-up queries - 48 Business hours
• Customer grievances resolution process - 48 Business hours

Level 2 – Escalation cases (Escalation, if the query is not resolved within 4 Business days)
Reaching out to our grievances officer and lodge a complaint online.

Mr. Zeeshan
Asst. Manager Online Sales, Consortium Gifts Pvt. Ltd.
Mobile- +91-9650780053 
Acknowledgement - 12 Business hours
Further response -2 Business Days

Level 3 – Escalation cases
If customer is still not satisfied with the resolution received, or if customer do not hear from us within specified time limit after following the above mentioned escalation steps, he/she can escalate the issue to:
Mr. Anubhav Pandey
Chief Strategy Officer , Consortium Gifts Pvt. Ltd.
Mobile - +919650070283
Email -
• Acknowledgement - 48 Business hours
• Further response - 7 Business Days