Basic Policy on Customer Harassment

Since its founding in 1975, Interoffice (“the Company”) has brought the world’s finest furniture and design to Japan, conveying the ideas behind them and the meaning of “work” itself, and thereby creating new value in spaces together with our customers. To realize our mission, “Taking design to the next generation,” and our vision, “Building a society that rejects throwaway design,” we believe it is essential to provide a working environment in which our employees can exercise their expertise with pride.
While the Company sincerely receives customers’ opinions and requests and strives to improve its products and services accordingly, we recognize that abusive language, excessive demands, and other conduct that departs from what is socially acceptable infringe upon the dignity of our employees and undermine a sound working environment.
To protect our employees and maintain healthy relationships with our customers, the Company will respond to customer harassment firmly and as an organization.

1. Definition of Customer Harassment

The Company defines customer harassment as demands or conduct by customers and others that either lack validity in their content, or are pursued through means or in a manner that is socially inappropriate, thereby harming the working environment of our employees.

2. Examples of Conduct Covered

The following conduct may constitute customer harassment. These examples are illustrative and not exhaustive.

– Violence, injury, abusive language, threats, intimidating behavior, coercion, insults, defamation, or remarks that deny a person’s character
– Discriminatory speech or conduct, sexual remarks or conduct, stalking, and other forms of harassment
– Prolonged restraint, refusal to leave, occupying premises, or persistent/repeated inquiries or demands regarding the same matter
– Demands for product exchange, returns, discounts, monetary compensation, special treatment, excessive apologies, or *dogeza* (kneeling apology) without valid grounds
– Demands that exceed the scope of the contract, applicable laws, the Company’s scope of responsibility, or what is socially acceptable
– Attacks or stalking directed at individual employees, demands for personal contact, or other invasions of privacy; unauthorized photographing, recording, or filming of the Company or its employees, or of their voices, images, or personal information
– Publishing or releasing such recordings, or disseminating defamatory remarks or false information about the Company or its employees via social media or the internet
– Any other conduct that the Company determines to be socially inappropriate

3. The Company’s Response Policy

The Company will continue to respond sincerely and appropriately to legitimate opinions and requests, as it always has. However, where conduct is determined by the Company to constitute customer harassment, the Company may take necessary measures, including suspending its response, declining to provide further assistance, or terminating the relevant transaction or service.
In cases of particularly malicious conduct, or conduct that may violate the law, the Company will respond firmly in coordination with external specialists such as the police and legal counsel.

4. A Request to Our Customers

To ensure that all employees can carry out their work with peace of mind, and to continue providing high-quality products and services on a sustainable basis, the Company is committed to preventing customer harassment and responding appropriately when it occurs.
We ask for your understanding of the purpose of this policy and your cooperation in building a sound relationship based on mutual respect.