If something about Phoenix Exchange was wrong, unfair, or made you feel unwelcome, we want to hear about it. This page explains how to tell us, what we will do, and how we make sure speaking up costs you nothing.
Anyone can use this. Customers, people who take goods at no cost, donors, neighbors, partner organizations, and anyone else affected by how we operate. You do not need to have bought anything, and you do not need to give your name.
Talk to Ashley or Zach at the store
Phoenix Exchange Benefit Co., 53 S. Main St, Unit 101, Pleasant Grove, UT 84062
If you want a reply, give us a way to reach you. If you would rather stay anonymous, write to us by mail and leave the sender details off. We will still act on it, we just will not be able to tell you what happened.
If we decide something is not a grievance, we will tell you and say why. Usually that means it is a request rather than a complaint, like asking us to stock a certain item, or it concerns something outside our control.
We confirm we got it and tell you who is handling it.
We either accept it as a grievance, or explain in writing why we have not.
We look into what happened. We may ask you for more detail, or offer to talk it through in person if you would rather not write.
We tell you what we found, what we are changing, and when. If it takes longer than 30 days we explain why and update you at least every 14 days.
Both of us review every concern. If it is about one of us, the other one handles it. We can apologize, fix what went wrong, replace or provide goods, or change a policy. When a concern changes a policy, we record it and report it in our annual benefit report.
No one will be refused service, refused free goods, or asked to leave because they complained. That is not only a promise. We do not record who takes goods from the mutual aid area and we do not ask anyone to register or identify themselves, so there is no list we could use to treat you differently even if we wanted to.
We are a two-person, family-run company, so we will be straight with you about what that means. There is no manager above us to appeal to. If you are not happy with how we handled something:
Phoenix Exchange Benefit Co. is a Utah benefit company, entity number 14625502-0169. We keep a record of concerns raised and how they were resolved, and we report the number received and any resulting policy changes in our annual benefit report, without identifying anyone.
