Subject: FW: DED case (9614164367) Callback to be arranged.
From: Faraz Lohani <[email-masked]>
To: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Thu, 19 Nov 2020 14:11:07 +0000

Hi Team,

Please send the voucher to the customer and resolve the case# 1695852.

Confirm once done.

Thankyou and Regards,
Faraz Lohani
Customer Support Associate
Customer Service
[email-masked]

From: Gito Varghese <[email-masked]>
Sent: Thursday, November 19, 2020 5:56 PM
To: Faraz Lohani <[email-masked]>; Jessie Caparas <[email-masked]>; Sachin Maheshwari <[email-masked]>; Akshay Berry <[email-masked]>; Raveen Sethupathy <[email-masked]>; Salman Mamajiwala <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: Re: DED case (9614164367) Callback to be arranged.

Dear Babyshop 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: 098-F2LX-87B3-M82B-9|Start Date: 19.11.2020 00:00:00|End Date: 26.11.2020 23:59:59

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

Value: 299 AED|Minimum Threshold Value: 350 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,
Gito Varghese
Digital Marketing Coordinator
Web Team | Landmark Group
T: +97145172153

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Date: Thursday, November 19, 2020 at 3:17 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>, Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>, Akshay Berry <[email-masked]<mailto:[email-masked]>>, Gito Varghese <[email-masked]<mailto:[email-masked]>>, Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>, Salman Mamajiwala <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: DED case (9614164367) Callback to be arranged.

@Gito Varghese<mailto:[email-masked]> @Raveen Sethupathy<mailto:[email-masked]> Please issue a manual voucher for AED 299, threshold AED 350, BS items valid for 1 week.

Thankyou and Regards,
Faraz Lohani
Customer Support Associate
Customer Service
[email-masked]<mailto:[email-masked]>

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 19, 2020 2:56 PM
To: Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: DED case (9614164367) Callback to be arranged.
Importance: High

@Faraz Lohani<mailto:[email-masked]>

Make the validity for 1 week if customer will be utilizing the voucher the soonest.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Jessie Caparas
Sent: Thursday, November 19, 2020 2:56 PM
To: Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: DED case (9614164367) Callback to be arranged.

Thanks @Sachin Maheshwari<mailto:[email-masked]>

@Faraz Lohani<mailto:[email-masked]>

Please request for a voucher and threshold is 350.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 19, 2020 1:59 PM
To: Faraz Lohani <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: DED case (9614164367) Callback to be arranged.

Hi @Jessie Caparas<mailto:[email-masked]> , @Faraz Lohani<mailto:[email-masked]>

The image updated on web is incorrect & I have asked the team to get it corrected.

To manage the customer, let's issue a GV of value equal to product in image (Aed 299)/- plus refund for the value of incorrect product delivered to customer.

Regards,
Sachin

From: Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 19, 2020 12:29 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Sachin Maheshwari <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: DED case (9614164367) Callback to be arranged.

Hi @Jessie Caparas<mailto:[email-masked]>,

I Spoke to the customer he is extremely irated. He mentioned he wants the whole set as he ordered on the website, and not the refund. He said he would raise a complaint to DED anyway if it is not solved.

@Sachin Maheshwari<mailto:[email-masked]> Please take a look on the same as the customer is threatening for DED and he wants the same item as he ordered.
Please advice as he waiting for a response from us.

https://www.centrepointstores.com/ae/en/Baby-and-Moms/Toys/Baby-and-Preschool/BABYSHOP-Ryan%27s-World-Racer-Track-Set/p/162617518<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.centrepointstores.com%2Fae%2Fen%2FBaby-and-Moms%2FToys%2FBaby-and-Preschool%2FBABYSHOP-Ryan%2527s-World-Racer-Track-Set%2Fp%2F162617518&data=04%7C01%7CFaraz.Lohani%40landmarkgroup.com%7C93a69700c4124a6af25008d88c92ca48%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637413909375650366%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=K4OJ9AAJ8UnlAUYCwszwUQYEK0Vcn6WSgU22DsMaotg%3D&reserved=0>

Thankyou and Regards,
Faraz Lohani
Customer Support Associate
Customer Service
[email-masked]<mailto:[email-masked]>

From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 19, 2020 12:00 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: RE: DED case (9614164367) Callback to be arranged.

Hi @Jessie<mailto:[email-masked]>,

Sure, will let him call the customer.

@Faraz Lohani<mailto:[email-masked]> Fyi.

Regards,
Akshay Berry
Email: [email-masked]<mailto:[email-masked]>
T: +971 4 5172125

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 19, 2020 8:16 AM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Faraz Lohani <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Subject: FW: DED case (9614164367) Callback to be arranged.

@Akshay Berry<mailto:[email-masked]> kindly let Faraz go through this to have an idea on DED cases.

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 19, 2020 1:14 AM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Fauzan Ahmad, Musalman <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Abhishek Bargaonkar <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: DED case (9614164367) Callback to be arranged.

External email sender, please take precaution.
Hi Team,

Kindly assist in the below case as the customer is threatening to raise a compliant in DED.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "Abhishek Bargaonkar" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 19 November, 2020 02:39:21
Subject: Re: DED case (9614164367) Callback to be arranged.

Hi Team,

With reference to order number 9614164367. Customer has ordered this item 162617518 - Simba - Ryan's World Racer Track Set.

However, he did not received the complete item, he did receive the car only from the complete set and complaining about the improper packaging and handling of the shipment.

We have refunded the customer as good will gesture and apologized the customer for the experience he faced in his order with us.

Customer is asking for a callback as soon as possible and he is threthening us to complain in the DED.

Customer Name: Ahmed Nabhani
Customer contact number: 0507147115
Customer Email id: [email-masked]<mailto:[email-masked]>

Attached the images sent by customer. Kindly look into this and do the needful.

Regards,
Abhishek Borgaonkar

________________________________
From: "Abhishek Bargaonkar" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 17 November, 2020 03:05:32
Subject: DED case (9614164367) Callback to be arranged.

Hi Team,

With reference to order number 9614164367. Customer has ordered this item 162617518 - Simba - Ryan's World Racer Track Set.

However, he did not received the complete item, he did receive the car only from the complete set and complaining about the improper packaging and handling of the shipment.

We have refunded the customer as good will gesture and apologized the customer for the experience he faced in his order with us.

Customer is asking for a callback as soon as possible and he is threthening us to complain in the DED.

Customer Name: Ahmed Nabhani
Customer contact number: 0507147115
Customer Email id: [email-masked]<mailto:[email-masked]>

Attached the images sent by customer. Kindly look into this and do the needful.

Regards,
Abhishek Borgaonkar

________________________________
From: "Abhishek Bargaonkar" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, 17 November, 2020 02:53:32
Subject: DED case (9614164367) Callback to be arranged.

Hi Team,

With reference to order number 9614164367. Customer has ordered this item 162617518 - Simba - Ryan's World Racer Track Set.

However, he did not received the complete item, he did receive the car only from the complete set and complaining about the improper packaging and handling of the shipment.

We have refunded the customer as good will gesture and apologized the customer for the experience he faced in his order with us.

Customer is asking for a callback as soon as possible and he is threthening us to complain in the DED.

Customer Name: Ahmed Nabhani
Customer contact number: 0507147115
Customer Email id: [email-masked]<mailto:[email-masked]>

Kindly look into this and do the needful.

Regards,
Abhishek

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com