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How we handle complaints

Lesolay keeps a Black Friday catalogue, and a catalogue is only useful while every entry can be trusted. If a listed offer no longer matches what a shop shows, or something on this site looks wrong, we want to hear about it. This page explains, in general terms, how a complaint travels from your message to a written answer.

You can write about anything on the site: a price that has drifted, a return window described incorrectly, a shop link that leads somewhere unexpected, or wording that reads as misleading. Complaints, corrections and simpler questions all enter the same route described below, and each one is read by a person rather than sorted automatically. The general rules for using the site sit in the terms of use, and you can send a message at any point from the contact page.

The route a complaint takes

Every message follows the same four steps. No step is skipped and no complaint is closed without an answer sent back to you.

  1. It reaches us

    Your message arrives through the enquiry form on the contact page. The form asks for the essentials — what you noticed and where — so nothing depends on remembering details later.

  2. It is registered

    Each complaint is logged with its own reference and tied to the catalogue entry it concerns. From this point on, the complaint can be tracked internally until it is resolved.

  3. It is checked

    We return to the original source of the offer and compare it against what the listing says. Where a shop has changed a price, a return window or a condition, the check shows exactly what moved and when.

  4. It is answered

    You receive a written reply describing what was found and what was done — a correction on the November list, a removed entry, or an explanation of why the listing stands as it is.

A note on timing and detail

We do not promise fixed response times, because the checking step depends on how quickly a shop's own pages can be re-read and compared. What we do promise is the sequence above: registration, a check against the source, and a written answer to you. If your complaint needs more detail — for example, a screenshot you want to attach or a specific listing you want followed — those details are agreed on request when we reply.