Subject: Re: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski : 9657038585
From: Apoorv Joshi <[email-masked]>
To: Faraz Lohani <[email-masked]>
Cc: Mohammed Ahmed <[email-masked]>, namrita kanjani <[email-masked]>, prakash iyangar <[email-masked]>, Jessie Caparas <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Naseem Ahmad <[email-masked]>, vaibhav ohri <[email-masked]>, Dipesh Regmi <[email-masked]>, raveen sethupathy <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Bala Subramaniam <
Date: Sun, 9 May 2021 07:50:36 -0700 (MST)

Hi Faraz, 

The voucher has been shared with the customer. 

Regards, 
Apoorv 

From: "Faraz Lohani" <[email-masked]> 
To: "Mohammed Ahmed" <[email-masked]>, "namrita kanjani" <[email-masked]>, "prakash iyangar" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Mustehsan Siddiqui" <[email-masked]>, "Naseem Ahmad" <[email-masked]>, "vaibhav ohri" <[email-masked]>, "Dipesh Regmi" <[email-masked]>, "raveen sethupathy" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Bala Subramaniam" <[email-masked]>, "Gokul venugopal" <[email-masked]>, "Ameay Kumar" <[email-masked]>, "Kelly Louise Thompson" <[email-masked]>, "Haroon Rasheed" <[email-masked]>, "Sabia Gulati" <[email-masked]>, "Ron Thomas" <[email-masked]> 
Sent: Sunday, May 9, 2021 7:43:16 PM 
Subject: RE: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski : 9657038585 

Hi [ mailto:[email-masked] | 
@Shakeeb Arsalan ] [ mailto:[email-masked] | 
@Manish Kumar ] [ mailto:[email-masked] | @Apoorv Joshi ] , 

Please forward the below mentioned voucher details to the customer as per the order ID mentioned above. 

Thankyou and Regards, 

Faraz Lohani 

Customer Support Associate 

Customer Service 

[email-masked] 

From: Mohammed Ahmed <[email-masked]> 
Sent: Sunday, May 9, 2021 3:59 PM 
To: Namrita Kanjani <[email-masked]>; Prakash Iyangar <[email-masked]>; Faraz Lohani <[email-masked]>; Jessie Caparas <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Naseem Ahmad <[email-masked]>; Vaibhav Ohri <[email-masked]>; Dipesh Regmi <[email-masked]>; Raveen Sethupathy <[email-masked]> 
Cc: Bala Subramaniam <[email-masked]>; Gokul Venugopal <[email-masked]>; Ameay Kumar <[email-masked]>; Kelly Louise Thompson <[email-masked]>; Haroon Rasheed <[email-masked]>; Sabia Gulati <[email-masked]>; Ron Thomas <[email-masked]> 
Subject: Re: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 

Dear Max Team, 

The Voucher has been created as requested. I have put the configuration below, please check and let me know if anything has to change. 

Code: 010-WHN3-1KY2-L31L-X|Start Date: 09.05.2021 00:00:00|End Date: 09.08.2021 23:59:00 

Type: Serial Voucher|Concept: MAX|Territory: UAE|Checkout Site: N/A 

Value: 100 AED|Minimum Threshold Value: 101 AED|Maximum Discount: N/A|Combinable with other vouchers: TRUE 

Total quantity of redeemable vouchers: 1|Total quantity of redemptions per customer: 1 

Categories included/excluded: N/A|Brands included: N/A|Device Restriction: N/A 

Regards, 

Mohammed Zeeshan Ahmed 

E-Commerce Content Merchandiser 

Web Team | Landmark Group 

From: Namrita Kanjani < [ mailto:[email-masked] | [email-masked] ] > 
Date: Sunday, May 9, 2021 at 3:51 PM 
To: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] >, Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >, Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >, Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >, Naseem Ahmad < [ mailto:[email-masked] | [email-masked] ] >, Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] >, Dipesh Regmi < [ mailto:[email-masked] | [email-masked] ] >, Raveen Sethupathy < [ mailto:[email-masked] | [email-masked] ] >, Mohammed Ahmed < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Bala Subramaniam < [ mailto:[email-masked] | [email-masked] ] >, Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >, Ameay Kumar < [ mailto:[email-masked] | [email-masked] ] >, Kelly Louise Thompson < [ mailto:[email-masked] | [email-masked] ] >, Haroon Rasheed < [ mailto:[email-masked] | [email-masked] ] >, Sabia Gulati < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 

[ mailto:[email-masked] | @Mohammed Ahmed ] 

Regards, 

-- 

Namrita Kanjani 

Senior E-Commerce Content Merchandiser 

Web Team | Landmark Group 

w: webteam.com 

t: +97145172143 

From: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] > 
Date: Sunday, May 9, 2021 at 12:16 PM 
To: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >, Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >, Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >, Naseem Ahmad < [ mailto:[email-masked] | [email-masked] ] >, Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] >, Dipesh Regmi < [ mailto:[email-masked] | [email-masked] ] >, Namrita Kanjani < [ mailto:[email-masked] | [email-masked] ] >, Raveen Sethupathy < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Bala Subramaniam < [ mailto:[email-masked] | [email-masked] ] >, Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >, Ameay Kumar < [ mailto:[email-masked] | [email-masked] ] >, Kelly Louise Thompson < [ mailto:[email-masked] | [email-masked] ] >, Haroon Rasheed < [ mailto:[email-masked] | [email-masked] ] >, Sabia Gulati < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 

Hi Faraz 

Thanks for the quick reply. 

[ mailto:[email-masked] | @Namrita Kanjani ] please increase the voucher value to AED 100. Minimum spend 101 AED. 

Thanks 

Prakash 

Get [ https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=04%7C01%7CFaraz.Lohani%40landmarkgroup.com%7C23a51c52498d4fac689208d912e4367c%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637561593633419300%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Y7VZunmHX5lGauILE%2FuA9AqOU7kb17v4oJ%2B0WMDylw4%3D&reserved=0 | 
Outlook for iOS ] 

From: Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, May 9, 2021 12:13:18 PM 
To: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Naseem Ahmad < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] >; Dipesh Regmi < [ mailto:[email-masked] | [email-masked] ] >; Namrita Kanjani < [ mailto:[email-masked] | [email-masked] ] >; Raveen Sethupathy < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Bala Subramaniam < [ mailto:[email-masked] | [email-masked] ] >; Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >; Ameay Kumar < [ mailto:[email-masked] | [email-masked] ] >; Kelly Louise Thompson < [ mailto:[email-masked] | [email-masked] ] >; Haroon Rasheed < [ mailto:[email-masked] | [email-masked] ] >; Sabia Gulati < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 

Hi team, 

Customer has been contacted and her issue is acknowledged. Her issue was for a late delivery and a wrong item delivered. By the end of the call, I made sure that this unfortunate experience does not change her perceptions about Landmark, and she keeps shopping with us. 

We will issue a voucher to the customer as a part of the compensation: 

Hi [ mailto:[email-masked] | 
@Namrita Kanjani ] [ mailto:[email-masked] | 
@Raveen Sethupathy ] , 

Please issue the voucher as per the following details: 

Amount : 50 AED 

Threshold : 55 AED 

Validity : 3 months 

Concept : MAX 

Thankyou and Regards, 

Faraz Lohani 

Customer Support Associate 

Customer Service 

[ mailto:[email-masked] | [email-masked] ] 

From: Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, May 9, 2021 11:12 AM 
To: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Naseem Ahmad < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Vaibhav Ohri < [ mailto:[email-masked] | [email-masked] ] >; Dipesh Regmi < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Bala Subramaniam < [ mailto:[email-masked] | [email-masked] ] >; Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >; Ameay Kumar < [ mailto:[email-masked] | [email-masked] ] >; Kelly Louise Thompson < [ mailto:[email-masked] | [email-masked] ] >; Haroon Rasheed < [ mailto:[email-masked] | [email-masked] ] >; Sabia Gulati < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 
Importance: High 

[ mailto:[email-masked] | @Vaibhav Ohri ] [ mailto:[email-masked] | 
@Dipesh Regmi ] 

For the below complain, please urgently share the POD for tracking ID FP050321000101 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Jessie Caparas 
Sent: Sunday, May 9, 2021 11:07 AM 
To: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] >; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Naseem Ahmad < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Bala Subramaniam < [ mailto:[email-masked] | [email-masked] ] >; Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >; Ameay Kumar < [ mailto:[email-masked] | [email-masked] ] >; Kelly Louise Thompson < [ mailto:[email-masked] | [email-masked] ] >; Haroon Rasheed < [ mailto:[email-masked] | [email-masked] ] >; Sabia Gulati < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 
Importance: High 

Hi Prakash, 

Going through it now and will get it addressed asap. 

[ mailto:[email-masked] | @Faraz Lohani ] lets discuss this case and sort it out. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, May 9, 2021 11:00 AM 
To: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Naseem Ahmad < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Bala Subramaniam < [ mailto:[email-masked] | [email-masked] ] >; Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >; Ameay Kumar < [ mailto:[email-masked] | [email-masked] ] >; Kelly Louise Thompson < [ mailto:[email-masked] | [email-masked] ] >; Haroon Rasheed < [ mailto:[email-masked] | [email-masked] ] >; Sabia Gulati < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 

Hi Mustehsan/ [ mailto:[email-masked] | 
@Jessie Caparas ] 

Can we please urgently address this customer issue. 

Request you to issue a goodwill voucher to the customer of AED 100 to avoid any DED issue. 

Also please investigate and advise why the customers emails and request for call back was not adhered to. 

[ mailto:[email-masked] | @Naseem Ahmad ] please help identify where the delivery is pending. Need to understand and rectify holistically. 

Thanks 

Prakash 

Get [ https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=04%7C01%7CFaraz.Lohani%40landmarkgroup.com%7C23a51c52498d4fac689208d912e4367c%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637561593633429267%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=tkgk4uC81943ZLGNO9LBE33Dq8xaM%2BXQ%2BIN1JFPHvfI%3D&reserved=0 | 
Outlook for iOS ] 

From: Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, May 9, 2021 10:54 AM 
To: Prakash Iyangar; Ameay Kumar 
Cc: Bala Subramaniam; Kelly Louise Thompson; Haroon Rasheed; Sabia Gulati 
Subject: FW: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 

Hi Prakash, 

Can you check on this urgently? It seems an online order not delivered. 

It seems the customer has tried to reach out multiple times and hasn’t received a revert. 

Regards 

Gokul Venugopal 

Senior Manager Marketing 

ma x 

From: Laura | tpg < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, May 9, 2021 10:43 AM 
To: Max < [ mailto:[email-masked] | [email-masked] ] >; Renuka Jagtiani < [ mailto:[email-masked] | [email-masked] ] >; Debanjana Chaudhuri < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: [ mailto:[email-masked] | [email-masked] ] ; Gokul Venugopal < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Subject: VERY URGENT REPLY NEEDED Re: [#2500443] - Complaint - for urgent feedback and rectifying - Laura Wojciechowski 
Importance: High 

External email sender, please take precaution. 

Dear Max (Landmark Group), 

I am sorry for this email but I am now in despair, once again waiting another 3 days you have sent an inconclusive email to my request. I am confused how to make this clear - no more time wasted, please can you just help me to sort this out. 

Whatever internal issues you are facing are not really my concern, please reply to the following questions today Eid is in a few days and I need this sorting TODAY! I genuinley so sad and fed up now of these emails with no action from you. I have never experienced such a thing in the whole time of being in the UAE over 10 years. 

    1. When am I going to receive the replacement & correct bag that I ordered? (I do not want to wait until your internal issues are sorted, its urgent) . 
    2. What compensation are you going to offer for this most horrendous experience, me missing a birthday gift and then noone wants to help me sort this out? 
    3. When is a manager going to call me back, I have been asking for this to happen for over a week now? 

Please awaiting your URGENT feedback TODAY to questions - 1, 2 & 3. 

You already have all the order details if you check back through each email, I have sent it so many times. 

Unfortunatley I am left with no choice but to take this matter to the DED for further action if this is not sorted today. 

[ https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fconsumerrights.ae%2Fen%2FPages%2Fcontact-us.aspx&data=04%7C01%7CFaraz.Lohani%40landmarkgroup.com%7C23a51c52498d4fac689208d912e4367c%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637561593633429267%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=jqc2PpkMtdamnoO1O8D%2FSAPchlHo6NwWEPlPd1zo8ug%3D&reserved=0 | https://consumerrights.ae/en/Pages/contact-us.aspx ] 

PLEASE CHECK all 6 previous emails attached here. 

Thanks & kindest regards 

Laura Wojciechowski 

Media Director 
+971 55 924 8846 

“In tough times, you must provide a better experience”. 

On May 9, 2021, at 9:23 AM, Max < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Hi Laura, 

We apologise for the inconvenience caused to you. 

We would like to inform you that due to some technical issue your order is still showing in progress and not delivered. We are asking our technical team to fix it as soon as possible because without that we will not be able to raise any return request for the item. 

We will return the item and process the refund as we do not have exchange policy and we are truly sorry for that however you can provide the exact item's name and once the order status will be update we will raise the return request for the same item. 

We request you to allow us some more time as we are working on it. 

Feel free to get in touch if you need further assistance. 

Your friends, 
The Support Team 

2500443:1125156 

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