Subject: RE: Order # 600832385 // PRFT-D40BU-BK // NESPRESSO - Inissia D40 with Aeroccino Coffee Machine // Missing
From: Yuri Myronov <[email-masked]>
To: Pinky Dechimo <[email-masked]>, Denmark A <[email-masked]>, LPO Perfetto <[email-masked]>, Perfetto Ecommerce <[email-masked]>, Nespresso <[email-masked]>, Marla Joy Laurico <[email-masked]>
Cc: customer care <[email-masked]>, Returns.fc <[email-masked]>, Alina D'Souza <[email-masked]>, Samran Iftikhar <[email-masked]>, Umang Mehrotra <[email-masked]>, Mohamed Magdy <[email-masked]>
Date: Mon, 8 Jun 2020 08:55:28 +0000
List-Id: <ccteam.mumzworld.com>

Dear Marla,

I hope this email finds you well.

As discussed over the phone – kindly note on the below matter and attached email communication.
It is really goes beyond of acceptable that customer is still waiting for missing product. We have already confirmed that the right product was picked from our WH however the wrong product was delivered to the customer and it Is not the first time that this happened. We have already suggested on the solution – please refer to the attached email.

This kind of accidents are affecting both Brand’s image and we can’t afford that.
Kindly address this issue to the concerned department and get it resolved urgently.

Awaiting for your feedback on the resolution.

Thanks and best regards,
Yuri Myronov | Trade Manager

[logosandpictos-logosandpictograms-b2c-pictograms-services-3d-whitetexte-040420141241]Perfetto Trading Company L.L.C.
Emarat Atrium Bldg. - Office 207, Sheikh Zayed Road
Dubai, United Arabs Emirates, P.O. Box 282445
Tel: +971 4 3210888    Mob: +971 50 9586879
800NESPRESSO (800637773776)    www.buynespresso.com<http://www.buynespresso.com/>

<https://ae.buynespresso.com/ae_en/>
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Disclaimer: This message and any attachments transmitted with it contain confidential information and are intended solely for the use of the recipient and may be legally privileged information. If you are not the named addressee you should not disseminate, distribute or copy this e-mail or its attachments. Please notify the sender immediately by e-mail if you have received this message by mistake and permanently delete it from your system. No employee or agent is authorized to conclude any binding agreement on behalf of Perfetto Trading Co. LLC with another party by email without express written confirmation in hard copy. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete. The recipient should check this email and any attachments for the presence of viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message or for any damage caused by any virus/worms transmitted by this email. If verification is required, please request a hard-copy version.

From: Pinky Dechimo <[email-masked]>
Sent: 08 June 2020 12:25
To: Denmark A <[email-masked]>; Yuri Myronov <[email-masked]>; LPO Perfetto <[email-masked]>; Perfetto Ecommerce <[email-masked]>; Nespresso <[email-masked]>
Cc: customer care <[email-masked]>; Returns.fc <[email-masked]>; Alina D'Souza <[email-masked]>; Samran Iftikhar <[email-masked]>; Umang Mehrotra <[email-masked]>; Mohamed Magdy <[email-masked]>
Subject: RE: Order # 600832385 // PRFT-D40BU-BK // NESPRESSO - Inissia D40 with Aeroccino Coffee Machine // Missing

Hi! Denmark,

Please find attached mail from Yuri regarding below issue.

Note that as per communication it seems that your warehouse team sent single machine instead of bundle.

Kindly find below the difference of packaging for Inissia single and Inissia bundle machine.

Thank you & Best Regards,

Pinky Dechimo | Trade Coordinator

[logosandpictos-logosandpictograms-b2c-pictograms-services-3d-whitetexte-040420141241]Perfetto Trading Company L.L.C.
Emarat Atrium Bldg. - Office 207, Sheikh Zayed Road
Dubai, United Arabs Emirates, P.O. Box 282445
Tel: +971 4 321 0888    Mob: +971 50 955 6197
800NESPRESSO (800637773776)    www.buynespresso.com<http://www.buynespresso.com/>

Please consider the environment before printing this email.
Disclaimer: This message and any attachments transmitted with it contain confidential information and are intended solely for the use of the recipient and may be legally privileged information. If you are not the named addressee you should not disseminate, distribute or copy this e-mail or its attachments. Please notify the sender immediately by e-mail if you have received this message by mistake and permanently delete it from your system. No employee or agent is authorized to conclude any binding agreement on behalf of Perfetto Trading Co. LLC with another party by email without express written confirmation in hard copy. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete. The recipient should check this email and any attachments for the presence of viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message or for any damage caused by any virus/worms transmitted by this email. If verification is required, please request a hard-copy version.

From: Denmark A <[email-masked]<mailto:[email-masked]>>
Sent: Monday, June 8, 2020 12:00 PM
To: Pinky Dechimo <[email-masked]<mailto:[email-masked]>>; Yuri Myronov <[email-masked]<mailto:[email-masked]>>; LPO Perfetto <[email-masked]<mailto:[email-masked]>>; Perfetto Ecommerce <[email-masked]<mailto:[email-masked]>>; Nespresso <[email-masked]<mailto:[email-masked]>>
Cc: customer care <[email-masked]<mailto:[email-masked]>>; Returns.fc <[email-masked]<mailto:[email-masked]>>; Alina D'Souza <[email-masked]<mailto:[email-masked]>>; Samran Iftikhar <[email-masked]<mailto:[email-masked]>>; Umang Mehrotra <[email-masked]<mailto:[email-masked]>>; Mohamed Magdy <[email-masked]<mailto:[email-masked]>>
Subject: Order # 600832385 // PRFT-D40BU-BK // NESPRESSO - Inissia D40 with Aeroccino Coffee Machine // Missing

Dear Vendor,

Please see the below customer complaint and allow us to send the item back to you for your further evaluation.

Customer Comment:
the aeroccino is missing

We appreciate your support in this matter, Thank you.

Regards,
Den mark

Subject: RE: URGENT: Missing part SKU PRFT-D40BU-BK / NESPRESSO - Inissia D40 with Aeroccino Coffee Machine- Order No. 600832385
From: Yuri Myronov <[email-masked]>
To: Hyacinth Joyce <[email-masked]>, Mamdouh Younes <[email-masked]>, Marla Joy Laurico <[email-masked]>, Mohit Caleb <[email-masked]>, Mostafa Said <[email-masked]>, Syed Yakoob <[email-masked]>, Muhammad Habib <[email-masked]>, Outbound.fc <[email-masked]>, Radwa Ali <[email-masked]>, John Garcia <[email-masked]>, Vipin Raj <[email-masked]>, Vipul Arora <[email-masked]>, customer care <[email-masked]>
Cc: Pinky Dechimo <[email-masked]>
Date: Mon, 18 May 2020 05:31:41 +0000

Dear All,

I hope this email finds you well.

I am really surprised and shocked that it takes so long to resolve very simple matter and it is affecting your image as a platform and ours as a Brand who put customer at the centre of everything we do.

As we understood there are two customer complaint due to the same reason. We have already confirmed that we have supplied to you the Inissia Bundle (Inissia Coffee Machine + Aerocino) and you have delivered just Inissia. We have even shared you the pictures in order to show the difference between two products and its packaging. We understand that it is a simple human error upon picking prior the delivery, but it should not take that long to sort this issue out. Kindly prioritise solving the issue for the customers who clearly hasn’t received his order and only one part of it. It is very simple – check at your WH if you have Bundle box with missing piece and if not – you can always order it separately from us.

Please do the troubleshooting at your WH in order to prevent this happening again in the future as exactly same issue has happened few time in the past.

Please let us know if there is anything we can help you with.

Thanks and best regards,

Yuri Myronov | Trade Manager

Perfetto Trading Company L.L.C.

Emarat Atrium Bldg. - Office 207, Sheikh Zayed Road

Dubai, United Arabs Emirates, P.O. Box 282445

Tel: +971 4 3210888    Mob: +971 50 9586879

800NESPRESSO (800637773776)    www.buynespresso.com<http://www.buynespresso.com/>

<https://ae.buynespresso.com/ae_en/>

• Please consider the environment before printing this email.

Disclaimer: This message and any attachments transmitted with it contain confidential information and are intended solely for the use of the recipient and may be legally privileged information. If you are not the named addressee you should not disseminate, distribute or copy this e-mail or its attachments. Please notify the sender immediately by e-mail if you have received this message by mistake and permanently delete it from your system. No employee or agent is authorized to conclude any binding agreement on behalf of Perfetto Trading Co. LLC with another party by email without express written confirmation in hard copy. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete. The recipient should check this email and any attachments for the presence of viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message or for any damage caused by any virus/worms transmitted by this email. If verification is required, please request a hard-copy version.

From: Hyacinth Joyce <[email-masked]>
Sent: 18 May 2020 08:58
To: Mamdouh Younes <[email-masked]>
Cc: Mohit Caleb <[email-masked]>; Mostafa Said <[email-masked]>; Syed Yakoob <[email-masked]>; Muhammad Habib <[email-masked]>; Outbound.fc <[email-masked]>; Radwa Ali <[email-masked]>; John Garcia <[email-masked]>; Vipin Raj <[email-masked]>; Vipul Arora <[email-masked]>; customer care <[email-masked]>; Yuri Myronov <[email-masked]>
Subject: Re: URGENT: Missing part SKU PRFT-D40BU-BK / NESPRESSO - Inissia D40 with Aeroccino Coffee Machine- Order No. 600832385

Hi Mamdouh,

Below are the images sent by the customer.

the item inside the box.

the box upon delivery

Thank you.

Best Regards,

Joyce Alvarado

Customer Care Representative

p:  +971 (0)4 4339455  │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

On Sun, 17 May 2020 at 14:15, Mamdouh Younes <[email-masked]<mailto:[email-masked]>> wrote:

   Hi Hyacinth

   Please send a clear picture for the box and what inside the box

   Thanks,

   On Sun, May 17, 2020 at 2:07 PM Hyacinth Joyce <[email-masked]<mailto:[email-masked]>> wrote:

      Hi Mamdouh,

      The customer did not receive a box, she received the item as shown in the picture below.

      The customer is constantly following up and needs her item urgently. We need to solve this asap.

      Thank you.

      Best Regards,

Joyce Alvarado

      Customer Care Representative

      p:  +971 (0)4 4339455  │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
      a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

      On Thu, 14 May 2020 at 08:38, Mamdouh Younes <[email-masked]<mailto:[email-masked]>> wrote:

         Hi Hyacinth

         As per our current inventory the missing piece inside the box however please check the below picture for more details

         On Wed, May 13, 2020 at 6:33 PM Hyacinth Joyce <[email-masked]<mailto:[email-masked]>> wrote:

            Hi Mamdouh,

            The customer received the item as shown below.

            As per logistics, the item should be as shown below since it is a bundle.

            Thank you.

            Best Regards,

Joyce Alvarado

            Customer Care Representative

            p:  +971 (0)4 4339455  │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
            a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

            On Wed, 13 May 2020 at 17:09, Mamdouh Younes <[email-masked]<mailto:[email-masked]>> wrote:

               Hi radwa

               Please check with the vendor because the existing stock in the warehouse. we have inside it the aeroccino  missing piece

               Thanks

               On Wed, May 13, 2020, 3:03 PM Radwa Ali <[email-masked]<mailto:[email-masked]>> wrote:

                  Hi Mohit and John,

                  Please advise if we can arrange a swap? or will the customer receive the  Aeroccino?

                  Radwa Ali
                  Customer Care Representative
                  p:  +971 526476307│ e: [email-masked]<mailto:[email-masked]>  │ w: www.mumzworld.com<http://www.mumzworld.com/>
                  a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE

                   <https://mail.google.com/mail/u/0/?ui=2&ik=e24c88d399&attid=0.1&permmsgid=msg-f:1649981980103539680&th=16e5e9de71ddfbe0&view=fimg&sz=s0-l75-ft&attbid=ANGjdJ95JLKhOXcIJT5jHbVS3TTIuAiTB8AyBMAI_OSFtYzX6b5JJbj27qNVGtuKksk8I52g1jQ5y40FXGSxBCednlYy-F_nlrrq5hZeMh>

                  On Tue, May 12, 2020 at 2:38 PM Mohit Caleb <[email-masked]<mailto:[email-masked]>> wrote:

                     +Mamdouh Younes<mailto:[email-masked]>

                     Kindly support in checking this

                      <https://mailfoogae.appspot.com/t?sender=abW9oaXRAbXVtendvcmxkLmNvbQ==&type=zerocontent&guid=977498dc-8251-4605-9dd5-5e6ce6214626> ᐧ

                     On Tue, May 12, 2020 at 2:10 PM John Garcia <[email-masked]<mailto:[email-masked]>> wrote:

                        Dear Mohit,

                        Please if you can check this, it is the same issue with the other customer, the item is in a big box since it is a bundle.

                        Thank you.

                        John Carl Garcia
                        Logistics Executive

P +971 4 245 1326   E [email-masked]<http://mumzworld.com>
A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE

<https://www.instagram.com/mumzworldcom/> <https://www.facebook.com/mumzworld>  <https://www.youtube.com/user/MumZworld>  <https://www.snapchat.com/add/mumzworld.com>  <https://twitter.com/mumzworld>

<https://www.mumzworld.com/en/>

<https://www.mumzworld.com/en/media-and-press>

                        On Tue, May 12, 2020 at 11:34 AM Hyacinth Joyce <[email-masked]<mailto:[email-masked]>> wrote:

                           Hi Team,

                           Please update, request sent 2 days ago.

                           Thank you.

                           Best Regards,

Joyce Alvarado

                           Customer Care Representative

                           p:  +971 (0)4 4339455  │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
                           a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

                           On Mon, 11 May 2020 at 17:10, Hyacinth Joyce <[email-masked]<mailto:[email-masked]>> wrote:

                              Hi team,

                              Please update on this.

                              The customer needs the missing item urgently.

                              Thank you.

                              Best Regards,

Joyce Alvarado

                              Customer Care Representative

                              p:  +971 (0)4 4339455  │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
                              a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

                              On Sun, 10 May 2020 at 20:55, Hyacinth Joyce <[email-masked]<mailto:[email-masked]>> wrote:

                                 Hi Team,

                                 The customer called and informed that she received the above-mentioned item without the Aeroccino.

                                 Please see the below image for your reference.

                                 Below is the item received by the customer:

                                 Please check and advise asap.

                                 Thank you.

                                 Best Regards,

Joyce Alvarado

                                 Customer Care Representative

                                 p:  +971 (0)4 4339455  │ e: [email-masked]<mailto:[email-masked]> │ w: www.mumzworld.com<http://www.mumzworld.com/>
                                 a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

                     --

                      <https://docs.google.com/uc?export=download&id=1da55_cmVsU6CcUzoz-ET18HmhxV3rsdw&revid=0B5lygS4nfdoEU2hTdUpYOXMxaEUvcUI5SC8zR1pnNWxzeUQ4PQ>

         --

         Mohamed Mamdouh
         Inventory Manager

P +971 526093397
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE

<https://www.instagram.com/mumzworldcom/> <https://www.facebook.com/mumzworld>  <https://www.youtube.com/user/MumZworld>  <https://www.snapchat.com/add/mumzworld.com>  <https://twitter.com/mumzworld>

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   --

   Mohamed Mamdouh
   Inventory Manager

P +971 526093397
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE

<https://www.instagram.com/mumzworldcom/> <https://www.facebook.com/mumzworld>  <https://www.youtube.com/user/MumZworld>  <https://www.snapchat.com/add/mumzworld.com>  <https://twitter.com/mumzworld>

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Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail.