Customer Support Policy – Workspace Dreams

At Workspace Dreams, we believe exceptional support is just as important as exceptional furniture. This Customer Support Policy explains how you can reach us, what you can expect from our team, and how we ensure your experience is smooth from enquiry to installation.

1. Support Hours & Response Time

Support Hours:

🕘 Monday–Friday, 09:00–18:00 (South Africa Standard Time, UTC+2)

Response Time:

We aim to respond to all enquiries within 24 hours (business days).
Enquiries sent over weekends or public holidays will be addressed on the next business day.

2. Contact Information

You can reach our team using any of the following:

📍 Cape Town Office

Region Lead: William Robinson

📧 Email: william@workspace-dreams.co.za

📞 Phone: +27 72 983 4258

📍 Gauteng Office

Address: 90 Persephone Street, Monaghan Farm, Lanseria, Johannesburg

Region Lead: Riana Robinson

📧 Email: riana@workspacedreams.co.za

📞 Phone: +27 82 412 6896

General Enquiries:

Email: sales@workspacedreams.co.za | info@workspacedreams.co.za

Website: www.workspace-dreams.co.za

3. What Support We Offer

We’re here to assist with:

Product enquiries (chairs, desks, boardroom tables, accessories, etc.)
Online order support and updates
Custom office furniture and B2B project enquiries

Quotes, invoices, and payment assistance
Delivery updates and scheduling
Warranty and after-sales support
Assistance with assembly or product issues

4. Communication & Updates

You will receive email and/or phone updates at key stages of your order such as order confirmation, production, dispatch scheduling, and delivery coordination.
If delays occur (manufacturing, supplier, or logistics), we will notify you as soon as possible with updated timelines.

5. Support for Businesses (B2B Clients)

For corporate or bulk orders, you will be assigned a dedicated support contact to assist you with:

Space planning and layout guidance
Quotes and proposals
Manufacturing timelines
Delivery and installation coordination
After-sales check-in and follow-up support

6. Escalations & Complaints

We always aim to deliver excellent service, but if something goes wrong:

Please email william@workspace-dreams.co.za or riana@workspacedreams.co.za.
Provide your name, order number (if applicable), and a short summary of the issue.
We will respond within 24–48 business hours with next steps to resolve the issue.

7. Warranty & After-Sales Support

Most of our products include a 5 year manufacturer’s warranty, depending on the item and supplier.
If you experience any defects or product issues, contact us immediately with photos and your order details.
Our team will assist with repairs, replacements, or supplier warranty claims.

8. Continuous Improvement

Your feedback helps us improve. If you have suggestions, compliments, or concerns, please email: william@workspace-dreams.co.za

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