Subject: Product Complaint - 9797307042
From: Apoorv Joshi <[email-masked]>
To: sachin maheshwari <[email-masked]>
Cc: escalations dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Thu, 20 Aug 2020 23:52:41 -0700 (MST)

Hi Sachin, 

Hope you are doing well. 

With reference to the order number: 9797307042 
Item ID: 162079085 - - Joie Playard Travel Cot 

Customer placed the above order on Aug 13, 2020 and it was delivered on Aug 15, 2020. Customer is reporting that they have ordered the same item under order number: 9796397904 and they received the above mentioned item damaged in that order so as advised by customer support team they returned the item for a refund and reordered under the above mentioned order but once again they received a damaged item. Please find attached the images that customer has shared for this item. 

Customer is frustrated and is saying that they do not need the refund anymore, they do not want to reorder again and again to receive the damaged item multiple times. They are asking for a replacement to be arranged for this item. 

Value of the item is AED 314. Kindly advise if replacement can be arranged in this case as the customer has already been advised on return and reorder previously. 

Customer's History: Customer has started shopping with us from Aug 2020 and have 2 completed orders at this time. Total value of completed orders is AED 908 

Please look into this and advise. Thank you for your help! 

Regards, 
Apoorv