Customer Service Processes

At PierX, we strive to provide a good experience to our customers.

We offer the following options for you to contact us:

  • by email
  • by filling in our contact form

Upon receiving your query, we will endeavour to respond to you within one business day (we observe Japanese holidays), typically sooner.

As our team members are fluent in English and Japanese, we welcome your enquiries either language.

 

Complaints and Escalation Process

We aim for customer satisfaction by giving you full control, wide range of choices and great value. If for any reason you have a complaint, please do not hesitate to contact us. We handle all complaints seriously, escalate issues to the appropriate department. All customer service agents have visibility to the issue with full history of correspondence, so that continuity and efficiency is maintained until the issue is resolved.