Subject: RE: My experience with order 6493678486
From: Jessie Caparas <[email-masked]>
To: Namrita Kanjani <[email-masked]>, Prakash Iyangar <[email-masked]>, Abhilash Kuttalam <[email-masked]>, Rumaiz Buksh <[email-masked]>, Otto Vangraan <[email-masked]>, Raghu Pillai <[email-masked]>, Escalations Dxbteam <[email-masked]>, lmscontentqa <[email-masked]>, Raveen Sethupathy <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <
Cc: Bala Subramaniam <[email-masked]>, Ajay Shah1 <[email-masked]>, Haroon Rasheed <[email-masked]>, Mohd Rushdee <[email-masked]>, Ameay Kumar <[email-masked]>, Ansh Kapur <[email-masked]>, Salman Mamajiwala <[email-masked]>
Date: Mon, 20 Jul 2020 06:45:45 +0000

Thanks @Namrita Kanjani<mailto:[email-masked]>

@Seeta Seeta<mailto:[email-masked]> @Fauzan Ahmad, Musalman<mailto:[email-masked]> @Shakeeb Arsalan<mailto:[email-masked]>

Please send this voucher to the customer

From: Namrita Kanjani <[email-masked]>
Sent: Monday, July 20, 2020 10:33 AM
To: Jessie Caparas <[email-masked]>; Prakash Iyangar <[email-masked]>; Abhilash Kuttalam <[email-masked]>; Rumaiz Buksh <[email-masked]>; Otto Vangraan <[email-masked]>; Raghu Pillai <[email-masked]>; Escalations Dxbteam <[email-masked]>; lmscontentqa <[email-masked]>; Raveen Sethupathy <[email-masked]>
Cc: Bala Subramaniam <[email-masked]>; Ajay Shah1 <[email-masked]>; Haroon Rasheed <[email-masked]>; Mohd Rushdee <[email-masked]>; Ameay Kumar <[email-masked]>; Ansh Kapur <[email-masked]>; Salman Mamajiwala <[email-masked]>
Subject: Re: My experience with order 6493678486

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: N57-6183-W673-9L9E-A|Start Date: 20.07.2020 00:00:00|End Date: 20.10.2020 23:59:59

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

Value: 100 SAR|Minimum Threshold Value: 105 SAR|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,
--
Namrita Kanjani
E-Commerce Content Merchandiser
Web Team | Landmark Group
w: webteam.com
t: +97145172143

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Date: Monday, July 20, 2020 at 10:23 AM
To: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>, Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>, Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>, Otto Vangraan <[email-masked]<mailto:[email-masked]>>, Raghu Pillai <[email-masked]<mailto:[email-masked]>>, Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>, lmscontentqa <[email-masked]<mailto:[email-masked]>>, Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>, Namrita Kanjani <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>, Ajay Shah1 <[email-masked]<mailto:[email-masked]>>, Haroon Rasheed <[email-masked]<mailto:[email-masked]>>, Mohd Rushdee <[email-masked]<mailto:[email-masked]>>, Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: RE: My experience with order 6493678486

@lmscontentqa<mailto:[email-masked]> @Raveen Sethupathy<mailto:[email-masked]> @Namrita Kanjani<mailto:[email-masked]>

Please issue a Max voucher worth SAR 100 with a threshold of SAR 105 valid for 3 months.

From: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, July 19, 2020 5:51 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>; Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Raghu Pillai <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: My experience with order 6493678486

Please issue SAR 100 goodwill voucher.

Get Outlook for iOS<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C0607f25c89ba405dec2908d82c76bbc2%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637308235757484541&sdata=vZbxqur4T46NjLXTrKYVedsB6QlKHVPeNPDIUwnfHlo%3D&reserved=0>
________________________________
From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, July 19, 2020 5:16:29 PM
To: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>; Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>; Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Raghu Pillai <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: RE: My experience with order 6493678486

Hi @Prakash Iyangar<mailto:[email-masked]>

Order value is SAR 951.

How much would you like for us to compensate this customer?

From: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, July 19, 2020 1:54 PM
To: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>; Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Raghu Pillai <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: My experience with order 6493678486

@Jessie Caparas<mailto:[email-masked]> @Escalations Dxbteam<mailto:[email-masked]>  please provide a voucher to the customer to avoid a bad experience

Get Outlook for iOS<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C0607f25c89ba405dec2908d82c76bbc2%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637308235757494538&sdata=C1WQyUP5Ic9lUgjBkOcy6CUzW34VrNf2KNzCglU9tfU%3D&reserved=0>

________________________________

From: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, July 19, 2020 1:53:41 PM
To: Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Raghu Pillai <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>; Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: RE: My experience with order 6493678486

Dear Otto/Rumaiz,

Spoke to customer and explained that the refund has been processed and it will be credited within 7-10 business days.

Customer requested if she can purchase the same items once again. Informed will check availability and update.

@Raghu Pillai<mailto:[email-masked]>, as discussed, please check if these items are available at warehouse so that we can arrange a store transfer:

Product

Base Price

Total Price

Requested Qty

Qty Available At W/H

1

162160852 - - Embellished Long Necklace with Heart Shaped Pendant

SAR25.00

SAR350.00

14

Units: Piece - piecesEAN:

2

162160782 - - Pearl Detail Dangling Earrings with Pushback Closure

SAR15.00

SAR90.00

6

Units: Piece - piecesEAN:

3

162322659 - - Studded Dangling Earrings with Pushback Closure

SAR17.00

SAR51.00

3

Units: Piece - piecesEAN:

4

162327894 - - Studded Pendant Necklace and Earrings Set

SAR20.00

SAR20.00

0

Units: Piece - piecesEAN:

5

162381145 - - Bead Detail Hoop Earrings

SAR15.00

SAR75.00

5

Units: Piece - piecesEAN:

6

162381148 - - Textured Dangling Earrings

SAR17.00

SAR85.00

5

Units: Piece - piecesEAN:

7

162384690 - - Embellished Necklace and Bracelet Set

SAR30.00

SAR120.00

4

Units: Piece - piecesEAN:

8

162381157 - - Studded Dangling Earrings with Pushback Closure

SAR15.00

SAR45.00

3

Units: Piece - piecesEAN:

9

162381158 - - Studded Hoop Earrings with Pushback Closure

SAR15.00

SAR90.00

6

Units: Piece - piecesEAN:

10

162327889 - - Pearl Detail Pendant Necklace and Earrings

SAR20.00

SAR60.00

3

Units: Piece - piecesEAN:

11

162323546 - - Embellished Dangling Earrings with Pushback Closure

SAR12.00

SAR36.00

3

Units: Piece - piecesEAN:

12

162323472 - - Embellished Dangling Earrings with Pushback Closure

SAR17.00

SAR51.00

3

Units: Piece - piecesEAN:

Regards,

Abhi

From: Abhilash Kuttalam
Sent: Sunday, July 19, 2020 10:54 AM
To: Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>; Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: RE: My experience with order 6493678486

Dear Rumaiz,

Tried calling the customer but there was no response. Have left a message so that she can call me back when free.

Regarding the order, it was handed over to Saudi Post on 29th of May and as per Hybris, refund of SR. 932 was processed on 11th of July, which should be credited before the end of this month.

@Prakash Iyangar<mailto:[email-masked]> Considering the bill amount and the gap  in dispatch vs refund (45+ Days), can we provide a GV for the customer?

Regards,

Abhi

From: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, July 18, 2020 7:24 PM
To: Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>; Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Re: My experience with order 6493678486

Dear Rumaiz,

Thanks for the heads up. I'll call the customer tomorrow.

Regards,

Abhi

Get Outlook<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fqtex0l&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C0607f25c89ba405dec2908d82c76bbc2%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637308235757504536&sdata=lgHQcpIu6ZNn3a7oboCpSsDA91vQ9HZcpP5NzwLBXVU%3D&reserved=0> for iOS

________________________________

From: Rumaiz Buksh <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, July 18, 2020 2:06:20 PM
To: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>; Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Cc: Bala Subramaniam <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>; Ajay Shah1 <[email-masked]<mailto:[email-masked]>>; Haroon Rasheed <[email-masked]<mailto:[email-masked]>>; Mohd Rushdee <[email-masked]<mailto:[email-masked]>>; Ameay Kumar <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: My experience with order 6493678486

Dear Prakash/ Abhilash,

Kindly help resolve this issue.

The delivery is pending since 45+ days.

The customer has approached me through LinkedIn; if we don't respond to her soon she might look at approaching someone again.

Regards, Rumaiz

Get Outlook<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fqtex0l&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C0607f25c89ba405dec2908d82c76bbc2%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637308235757504536&sdata=lgHQcpIu6ZNn3a7oboCpSsDA91vQ9HZcpP5NzwLBXVU%3D&reserved=0> for iOS

________________________________

From: Hanzada Abou Youssef <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, July 18, 2020 1:56 PM
To: Rumaiz Buksh
Subject: My experience with order 6493678486

External email sender, please take precaution.

Hello Mr. Rumaiz,

Pleasure e-meeting you and hope you and your family and well and safe in the midst of this pandemic the World is facing.

Let me first apologize for using your email address to communicate this, but I have lost hope when it comes to the MAX Support, it is always an automated chat that doesn't pay attention to the customer's actual issue.

I was faced with the same issue twice once in January after an order made in Dubai, and another in Jeddah. However, this time it was a totally unacceptable experience, yet I believe the issue was from the post office/delivery service.

After making my order, and receiving that the products are on their way since 29 May, we received a call from the delivery messenger who was very unprofessional and everytime he called it was like as if I am purchasing used stuff from his house, he said: "Oh sorry the shipment has been mistakenly shipped to another city, I will bring it back but give me a couple of days" And then we call him again and he keeps saying: "Oh Oh yes I will come I will come" and when he is asked when he says will call you but send me location, and sent him the location via what's app.

Then later, he started not answering, went to the post office, they said we returned it to Riyadh, I sent to Max they replied saying Sorry it is back in the warehouse, and please make the order again, which is of course not possible because all the products by now were sold out.

Other than not receiving the order, when Max claims to return my money, they charge fees on this transfer, which results in making me pay for something I have never received, in addition to the emotional distress that this whole process causes.

Last time, when a similar issue happened to me in the UAE, I thought maybe it is a one time thing, and back then, we did not even communicate with the messenger, they said they could not reach us so they left. But this time I never thought something similar would happen, because he called, we spoke, and he assured me that he is

coming. I wish those calls are monitored, I was seriously thinking of requesting the calls from the telecom company, but the lawyer advised that there has to be a lawsuit to ask for such a request.

I have also attached here screenshots to explain what happened, and the order number is: 6493678486<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.maxfashion.com%2Fsa%2Fen%2Fmy-account%2Forder%2F6493678486%3Futm_source%3Dhybris%26utm_medium%3Demail%26utm_campaign%3Dorder_shipped_SA_en&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C0607f25c89ba405dec2908d82c76bbc2%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637308235757514528&sdata=mF%2FBC9cdT65fH8wO3Y1HoUN4r8yqqNKpc3ib2k2X1PY%3D&reserved=0>. These are of course other than the complaints I made through the live chat, which I truly recommend the team to make it more customized, to enhance the customer experience.

Thanks,

Hanzada

--

Hanzada Abou Youssef

Impact Entrepreneurship Consultant & Trainer

 [Image removed by sender.] <https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fin%2Fhanzada-abouyoussef-2018&data=02%7C01%7CJessie.Caparas%40landmarkgroup.com%7C0607f25c89ba405dec2908d82c76bbc2%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637308235757524520&sdata=0drop4VlLhXKE%2FfqzZLApHtG47fslSA58NnJ452%2F47c%3D&reserved=0>

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