Subject: RE: DED Case(9615229981) for the wrong item delivered
From: Akshay Berry <[email-masked]>
To: Jessie Caparas <[email-masked]>, seeta.seeta <[email-masked]>, Escalations Dxbteam <[email-masked]>
Cc: AKASH YADAV <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Sun, 29 Nov 2020 13:38:18 +0000

@Jessie Caparas<mailto:[email-masked]> This is done.

Already escalated to Varun for a compensation.

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

From: Jessie Caparas <[email-masked]>
Sent: Sunday, November 29, 2020 5:25 PM
To: seeta.seeta <[email-masked]>; Escalations Dxbteam <[email-masked]>; Akshay Berry <[email-masked]>
Cc: AKASH YADAV <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>
Subject: RE: DED Case(9615229981) for the wrong item delivered
Importance: High

@Akshay Berry<mailto:[email-masked]>

For your help please.

Better provide a compensation for this case.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Seeta Seeta <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 29, 2020 4:57 AM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: AKASH YADAV <[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]>>
Subject: DED Case(9615229981) for the wrong item delivered

External email sender, please take precaution.
Hi Team,

With reference to order number 9617640069, 9616831916 and 9615229981.

Customer placed the order for this item 162162208 - - Floral Print Top with Long Sleeves and Tie Ups in the above order numbers. The customer has received the item wrong in all all three orders. Picture shared by customer is attached for your reference.

Customer is very irate and angry due to receiving of wrong item every time.  Now the customer is threatening us to complain in DED if she did not get the right item delivered to her and a compensation voucher for the inconvenience she has faced. Also She wanted to have a call back from the higher authority.

Customer Name: Priya Venkatesh
Customer Contact number: +971507483525

Kindly advise us to do the needful to close this case.

Thanks & Regards,
Seeta Kunwar

________________________________
From: "AKASH YADAV" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Fauzan Musalman" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 26 November, 2020 23:07:18
Subject: Wrong Item delivered

Hi Team,

Ticket-1726532

Problem Statement: Wrong item received

Order Date: Nov 18, 2020
Order ID:  9615229981<callto:9614146519>
Tracking ID: FP111920001951
Item name - 162162208 - - Floral Print Top with Long Sleeves and Tie Ups

Issue Description: Customer has placed the order # 9615229981<callto:9614146519> on  Nov 18, 2020 and received the wrong item. She was informed to return the item. She placed the new order again with order id 9617640069 for same floral print top but received the wrong item again. She is very angry and saying that she will raise a complaint with Dubai Economy's Consumer Rights Department. She is also a complimentary shopping voucher.

Please advice.

Thank you for your help

Regards,
Akash

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

Subject: RE: [#1726532] - Re and Re ordered again under order #9617640069
From: Akshay Berry <[email-masked]>
To: Varun Sharma <[email-masked]>, Splash Skygarden <[email-masked]>, Rehan Farooqi <[email-masked]>, Vignesh Ulaganathan <[email-masked]>, Anushka Madakkuni <[email-masked]>, Escalations Dxbteam <[email-masked]>
Cc: "Warnakulasuriya Harsha Rukshan Fernando" <[email-masked]>, Vibhay Kumar Sharma <[email-masked]>
Date: Sun, 29 Nov 2020 13:36:52 +0000

@Varun Sharma<mailto:[email-masked]> I contacted the customer regarding the compensation voucher. She is asking for a more substantial amount than 100 AED.

Please advise if we can offer her more. The customer has been regularly shopping with us since August 2019 and has a good history as well.

Regards,

Akshay Berry

Email: [email-masked]<mailto:[email-masked]>

T: +971 4 5172125

From: Varun Sharma <[email-masked]>
Sent: Sunday, November 29, 2020 10:56 AM
To: Splash Skygarden <[email-masked]>; Rehan Farooqi <[email-masked]>; Vignesh Ulaganathan <[email-masked]>; Anushka Madakkuni <[email-masked]>; Escalations Dxbteam <[email-masked]>
Cc: Warnakulasuriya Harsha Rukshan Fernando <[email-masked]>; Vibhay Kumar Sharma <[email-masked]>
Subject: RE: [#1726532] - Re and Re ordered again under order #9617640069

Thanks for highlighting the issue.

@Vignesh Ulaganathan<mailto:[email-masked]>, @Anushka Madakkuni<mailto:[email-masked]>- pls check for image mismatch and get it corrected asap.

@Splash Skygarden<mailto:[email-masked]>- we can offer a voucher worth AED 100 for the inconvenience caused to the customer.

Adding @Escalations Dxbteam<mailto:[email-masked]>.

From: Splash Skygarden <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 28, 2020 10:16 PM
To: Varun Sharma <[email-masked]<mailto:[email-masked]>>; Rehan Farooqi <[email-masked]<mailto:[email-masked]>>
Cc: Warnakulasuriya Harsha Rukshan Fernando <[email-masked]<mailto:[email-masked]>>; Vibhay Kumar Sharma <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#1726532] - Re and Re ordered again under order #9617640069

Dear Varun,

As you can see from the below  trail mail , there is another online customer issue , and yes it does happen but this is a complete a different scenario ,  where the customer had booked the item 3 times and received the wrong style, even after communicating to the online customer service,  Customer had come to the store completely Angry and is going to complain to the Consumer rights department , and Post on social media .  And the customer said  (I also want a solid compensatory shopping voucher from Splash/Center point to make up for all this).

Customer Name : Priya

Mobile number : 0507483525

However I personally have tracked down the item and  its available in  AJMCC, Have already spoken to them and have arranged for the stock to come to the store .

@Rehan Farooqi<mailto:[email-masked]> Dear Sir, Please do suggest what should be done about the compensatory Voucher that the customer is demanding.

Warm Regards,

Klemen Ignatius

Mobile: +971 521810801

E-mail: [email-masked]<mailto:[email-masked]>

Address: P.O. Box 26881, Dubai, UAE

www.splashfashions.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.splashfashions.com%2F&data=04%7C01%7CAkshay.Berry1%40landmarkgroup.com%7Cbc985ceb742a40c66c0a08d8946bd4f0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637422538137037586%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=pH%2BvZwRHG74H7Gb9fy%2FX9CZ6rtiXQgO9OmfQ7CrDx2w%3D&reserved=0> | www.landmarkgroupme.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.landmarkgroupme.com%2F&data=04%7C01%7CAkshay.Berry1%40landmarkgroup.com%7Cbc985ceb742a40c66c0a08d8946bd4f0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637422538137047583%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=gsz3Brp5usz%2BoavjuTkbT5V%2FIJ70rTOdNHarLBhscpg%3D&reserved=0>

<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.facebook.com%2FSplashFashions&data=04%7C01%7CAkshay.Berry1%40landmarkgroup.com%7Cbc985ceb742a40c66c0a08d8946bd4f0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637422538137057578%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=fC%2BhIxtxhY28IPusRiybnk5XK1Kmzo%2Fnnm%2Ff%2BfDU9gI%3D&reserved=0>

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<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.youtube.com%2Fuser%2FSplashFashion&data=04%7C01%7CAkshay.Berry1%40landmarkgroup.com%7Cbc985ceb742a40c66c0a08d8946bd4f0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637422538137067568%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=jvK8BH6IDaaGffrT78tU5VjPotsNRTiruwrpb7cjS3s%3D&reserved=0>

From: Warnakulasuriya Harsha Rukshan Fernando <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 28, 2020 9:29 PM
To: Splash Skygarden <[email-masked]<mailto:[email-masked]>>
Cc: Rehan Farooqi <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#1726532] - Re and Re ordered again under order #9617640069

Dear Klemen,

As discussed please do the needful at earliest as customer is so upset about the service which she received from splash online customer service team and yet she's keep on getting the White Blouse but she's ordering the black.

Regards,

Harsha Fernando

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&data=04%7C01%7CAkshay.Berry1%40landmarkgroup.com%7Cbc985ceb742a40c66c0a08d8946bd4f0%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637422538137067568%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5n7PeK01jLXk5V8CEkyA915GYHPZk%2FdBllCnGx9WjuQ%3D&reserved=0>

  _____

From: Priya Venkatesh <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 28, 2020 9:17:44 PM
To: Splash <[email-masked]<mailto:[email-masked]>>; Warnakulasuriya Harsha Rukshan Fernando <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#1726532] - Re and Re ordered again under order #9617640069

External email sender, please take precaution.

---------- Forwarded message ---------
From: Priya Venkatesh <[email-masked]<mailto:[email-masked]>>
Date: Thu, Nov 26, 2020, 11:06 PM
Subject: Re: [#1726532] - Re and Re ordered again under order #9617640069
To: Splash <[email-masked]<mailto:[email-masked]>>

THIS IS JUST INSANE !!! Just so that I don't have end up having the dreaded "out of stock" message staring back at me while I am having this battle going on with Splash customer service about two wrong orders, I went ahead and REORDERED the BLACK top ONCE AGAIN. THIS IS THE THIRD TIME!

AND GUESS WHAT?!!

ONCE AGAIN I GOT THE WRONG ITEM - I GOT THE WHITE FLORAL TOP!!!!!! THIRD TIME WRONG ITEM DELIVERED!!!

What is going on!????? And what is Splash going to do about it NOW!!?????

See the pics of all 3 WHITE floral tops below.

Someone sitting there in Splash and packing my order is playing some kind of mind games with me!!!

I called up customer service as soon as I collected my THIRD order of the same black floral top from FODEL delivery from Al Maya Supermarket at 10.15pm today and ACTUALLY CRIED OVER THE PHONE. I AM LITERALLY SO TIRED WITH ALL THIS!

I am seriously going to report this to Consumer Rights now. This is UNACCEPTABLE!!!

I want the BLACK floral top size 12 under any circumstance to be delivered to me ASAP.

I also want a solid compensatory shopping voucher from Splash/Centerpoint to make up for all this (I want to insert a really nasty word here) horrible DISTRESS that I have gone through because of this particular item.

You writing back apologies is coming across as VERY INSINCERE. You very callously sent a wrong item the third time proving that all your customer service does is send horribly unemphathetic and extremely unconcerned replies just to satisfy some kind of poor quality control checks which are clearly neither in place nor do they work!

I want this fixed and fixed immediately. This is unfair trade practices and surely Splash has to take accountability for this IN A WAY THAT IT FIXES IT, and not by sending completely useless and unhelpful replies. I want some genuine and real time end result.

See the pics.. I am upset and angry beyond measure!

Priya

On Thu, Nov 26, 2020, 9:38 PM Splash <[email-masked]<mailto:[email-masked]>> wrote:

   Hi Priya,

   Thank you for contacting us.

   Please accpet our sincerest apologies for the inconvenience caused. We truly understand your disappointment. This is not the typical experience we want our customers to have.

   Please be assured as we have now escalated this issue to concerned team and they are closely working on this to fix it for you.

   Meanwhile We request you to provide is the images of the wrong item you received so we can assist you further.

   Your patience and co-operation is highly appreciated in this matter.

   Your friends

   The Support Team

   1726532:1125156