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Customer Service Policy

The purpose of this Customer Service Policy is to establish behavior standards for the employees of Pirate Mike’s, Inc. We want to give customers, guest, and clients of our business the best experience possible. This policy contains rules and employment practices that every employee is expected to follow, and failure to abide by the provision of this policy will result in disciplinary action, including termination.

Scope

The policy applies to all employees, and managers of Pirate Mike’s, Inc.

Customer Service Code of Conduct

Pirate Mike’s, Inc. expects the highest possible standards of integrity and conduct in all matters. True partnership with our clients is our mantra, supported by the following Code of Conduct:

We put you, the customer, first. Your concerns are taken very seriously, with the appropriate sense of urgency, attention, and empathy. This means listening intently, making notes, and confirming understanding before taking action. Issues that are unable to be resolved immediately will be escalated to a manager for timely resolution.

We embrace your complaints as opportunities to impress you. Instead of reacting defensively, we commit to resolving your issue or request with urgency, clarity, and to your complete satisfaction.

We provide honest responses, and do not make promises we cannot keep. We conduct ourselves with integrity. We will deliberate carefully before making commitments or promises, because we understand nothing annoys customers more than a broken one.

We demonstrate thorough knowledge of Pirate Mike’s, Inc.’s products and services so that we can address your unique situation with optimal solutions. We make sure you have all the information you need to get the best experience and value from our partnership. To give you the best experience with products, services, or the Pirate Mike’s, Inc. team, we will inform you of our unique approaches, client support systems, feedback channels, and other important avenues for maximizing your experience with us.

We treat all information received from you as proprietary and for the purpose of benefiting our partnership.

Consultation, Feedback, and Complaints

Our primary goal is to surpass your expectations in every interaction. Comments and feedback from you regarding how well your expectations are being met are welcomed and appreciated.

While we take utmost care to ensure that we provide our services efficiently, courteously and to a high standard, we understand that complaints may occur. A complaint, however it is made, will be investigated, resolved, and used as a means to improve our standards of service. If at any time during your interaction with Pirate Mike’s, Inc. you are not happy with the level of service you experience, please submit a detailed summary of your concern(s) by phone at 239-693-2344 or in writing to admin@piratemikes.com. All concerns will be appropriated to the person or department best suited to respond. We will acknowledge all written concerns within 1 business day of receipt, followed by a thorough investigation into the issue involved. Resolutions will be discussed with you, and then implemented to ensure your complete satisfaction.

If you are not satisfied with the way in which your concerns have been resolved, you may request an escalated review of the situation from the Assistant Manager. Such a request may be made by calling Siva McAteer at 239-693-2344 or by e-mailing admin@piratemikes.com. Your request will be given the utmost attention and courtesy, with open two-way communication until the issue is resolved.

SHIPPING POLICY

In Person Pick Up – 5681 Division Drive, Fort Myers, FL 33905

  • Orders can be picked up Monday – Friday, from 8:00am – 5pm, and are generally ready for pickup during office hours. Orders are ready for pickup 24 hour after the order has been placed online. For same day pickup please email or call our Customer Support at 239-693- 2344 or admin@piratemikes.com.

Shipping

  • After you have placed your order on http://www.PirateMikes.com, you will receive a confirmation email. To cancel your order, please call us immediately at 239-693-2344 or email admin@piratemikes.com. Once you  have received a tracking number, your order will not be eligible for cancellation.
  • Our products are shipped within 2-3 business days via USPS or UPS. Shipping costs are non-refundable.
  • Pirate Mike’s, Inc. cannot be responsible or lost/stolen packages, delays in shipping due to weather conditions, customs, incorrect shipping addresses, or missing shipping information.

RETURN POLICY

Return Policy

  • We cannot accept returns or exchanges on grocery items. If we made an error, we would automatically replace the item. If the item is damaged during the shipping process, we will replace or refund your purchase and shipping after we receive the product in our office.

SALES TAX POLICY

Sales Tax Policy

  • Pirate Mike’s, Inc. 1 does not charge Sales Tax on its grocery items. Title XIV, Chapter 212 of the Florida statutes explains the state’s sales tax laws and exemptions. Food packaged or prepared for human consumption is sales tax-free unless it is prepared on-site for immediate or later use (deli meals or sandwiches, for example).

Updated on 8/18/2022