Subject: RE: Store complaint - 1716883
From: Sunil Gopal <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Escalations Dxbteam <[email-masked]>
Cc: seeta.seeta <[email-masked]>, Ibrahim Abdulla <[email-masked]>, Shakeeb Arsalan <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Abhishek Bargaonkar <[email-masked]>
Date: Sun, 27 Dec 2020 08:02:20 +0000

Hi team – The customer has been contacted and issue has been resolved the very next day.

Appreciate your support!

Have a wonderful day....

Thanks and Regards

Sunil Kavaratty Gopal
-----------------------------------------------------------------
Concept Manager
Mother Care | Landmark Group | ARG |
Mobile: +973 39268114
Mail     : [email-masked]<mailto:[email-masked]>
B+ve

From: Apoorv Joshi <[email-masked]>
Sent: Sunday, December 27, 2020 10:53 AM
To: Escalations Dxbteam <[email-masked]>
Cc: Sunil Gopal <[email-masked]>; seeta.seeta <[email-masked]>; Ibrahim Abdulla <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; Abhishek Bargaonkar <[email-masked]>
Subject: Re: Store complaint - 1716883

External email sender, please take precaution.
Hi Team,

Please assist in getting an update on the below store complaint. Pending since Nov 2020.

Thank you for your help!

Regards,
Apoorv

________________________________
From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>
Cc: "sunil gopal" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "ibrahim abdulla" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Abhishek Bargaonkar" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, December 21, 2020 4:03:06 PM
Subject: Re: Store complaint - 1716883

Hi Team,

Please assist in getting an update on the below store complaint. Pending since Nov 2020.

Thank you for your help!

Regards,
Apoorv

________________________________
From: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>
To: "sunil gopal" <[email-masked]<mailto:[email-masked]>>, "ibrahim abdulla" <[email-masked]<mailto:[email-masked]>>
Cc: "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Abhishek Bargaonkar" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 29, 2020 1:16:30 AM
Subject: Store complaint

Hi Team,

With reference to order number 7415333521(Click and collect), Customer is complaining that when she went to collect her order at Mothercare store in Marina Mall.

Employee at the counter misbehaved with the customer and asked 5 times for the order number and after that started arguing with the other staff members and left the counter without handing over the order to customer and then customer is taken over by the lady staff, who did the same exercise of asking the customer for the order number and handed over the order to customer after long waiting period.

Customer felt insulted with this behaviour of staff and customer is complaining that after so much hassle for her order no one apologised to her and when the customer said to the staff that she never going to shop with us anymore the staff said NO PROBLEM.
​
We would request to please contact the customer, customer details mentioned below:

Customer: 35505767
Customer Name: Raiza Fathima

Thank you for your help!

Thanks & Regards,
Seeta Kunwar

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: [#1716883] - Click & Collect
From: Arun Prasad <[email-masked]>
To: Sunil Gopal <[email-masked]>
Cc: Rafeek Pulikkool <[email-masked]>, Abdul Rasheedpv <[email-masked]>
Date: Sun, 22 Nov 2020 09:47:21 +0000

Dear Sunil,

Shafi and Nisha were the staffs who have attended the customer, what the customer has explained was all true. I nearly spoke for 30 min with customer, I have apologized and convinced the customer to my best and customer to was satisfied and happy.
She’s our regular loyal customer, her concern was that staff’s attitude and behavior must improve so that all customer could get a better service.
I have also spoken to all staffs about the same and warned everyone so that it would not repeat in future.
Now onwards Nisha would be click & collect , cash & BOE champion where she would be responsible for the entire process with the support other staffs & cashiers.

*****************************************
Best Regards
Arun Prashad
Senior Executive Planner (Baby Basics)
Stay strong
*****************************************

From: Sunil Gopal
Sent: Saturday, November 21, 2020 10:19 PM
To: Arun Prasad <[email-masked]>
Cc: Rafeek Pulikkool <[email-masked]>
Subject: Fwd: [#1716883] - Click & Collect

Dear Arun - Can you investigate and then speak to the customer and apologies on the below incident.

Regards

K.G.Sunil

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&data=04%7C01%7Csunil.gopal%40arg.com.bh%7C708c7987a8384a7e822d08d88ecb9bac%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637416352451813900%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=mzn4EbYacgfA%2Biklcs3ZMsxcK3ySFER3AgEs6utk2YQ%3D&reserved=0>
________________________________
From: Centrepoint <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, November 21, 2020 9:33:13 PM
To: Sunil Gopal <[email-masked]<mailto:[email-masked]>>; Ibrahim Abdulla <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#1716883] - Click & Collect

External email sender, please take precaution.
Hi Team,

With reference to order number 7415333521(Click and collect), Customer is complaing that when she went to collect her order at Mothercare store in Marina Mall.

Employee at the counter misbehaved with the customer and asked 5 times for the order number and after that started arguing with the other staff members and left the counter wihout handing over the order to customer and then customer is taken over by the lady staff, who did the same exercise of asking the customer for the order number and handed over the order to customer after long wiating period.

Customer felt insulted wih this behaviour of staff and customer is cmplaing that after so much hassle for her order no one apologised to her and when the customer said to the staff that she never going to shop with us anymore the staff said NO PROBLEM.
​
We would request to please contact the customer, customer details mentioned below:

Customer: 35505767
Customer Name: Raiza Fathima

Thank you for your help!

Regards,
Abhishek

On Thu, 19 Nov at 6:32 PM , Raiza <[email-masked]<mailto:[email-masked]>> wrote:
May you kindly let me know what does your staff at marina mall think of customer service ? I am extremely disappointed. Would never recommend this store for order pickup!

1716883:1125156