Subject: FW: [#2024251] - Complaint
From: Akshay Berry <[email-masked]>
To: seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Sat, 10 Apr 2021 06:33:19 +0000

Team,

Please reply and close the ticket 2024251.

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

From: Osama Al Malawani <[email-masked]>
Sent: Thursday, April 8, 2021 6:06 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Akshay Berry <[email-masked]>; Muralidhar Menon <[email-masked]>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]>; Mohammed Morsy <[email-masked]>; Prakash Iyangar <[email-masked]>
Subject: RE: [#2024251] - Complaint

Hi Mahmoud

The issue was resolved long time back as per the attached email

Rgds
Osama

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, April 6, 2021 3:48 PM
To: Osama Al Malawani <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Akshay Berry <[email-masked]<mailto:[email-masked]>>; Muralidhar Menon <[email-masked]<mailto:[email-masked]>>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; Mohammed Morsy <[email-masked]<mailto:[email-masked]>>; Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#2024251] - Complaint

Hi @Osama Al Malawani<mailto:[email-masked]>

Can we get update on below !

Thanks
Mahmoud

From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, March 25, 2021 7:38 PM
To: Muralidhar Menon <[email-masked]<mailto:[email-masked]>>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; Osama Al Malawani <[email-masked]<mailto:[email-masked]>>; Mohammed Morsy <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#2024251] - Complaint

Hi @Osama Al Malawani<mailto:[email-masked]> @Mohammed Morsy<mailto:[email-masked]>,

Any update if this complaint was resolved.

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

From: Akshay Berry
Sent: Wednesday, March 17, 2021 6:23 PM
To: Muralidhar Menon <[email-masked]<mailto:[email-masked]>>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; Osama Al Malawani <[email-masked]<mailto:[email-masked]>>; Mohammed Morsy <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#2024251] - Complaint

Sure, this is noted.

@Osama Al Malawani<mailto:[email-masked]> @Mohammed Morsy<mailto:[email-masked]> Please update for the complaint below so we can reply to the customer and close the case.

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

From: Muralidhar Menon <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 16, 2021 10:51 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; Osama Al Malawani <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>; Mohammed Morsy <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#2024251] - Complaint

________________________________
Dear Akshay

Please include Osama & Morsy in the mailing list for Egypt

Kind regards
Menon

From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 16, 2021 7:05:14 PM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; Muralidhar Menon <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#2024251] - Complaint

Hi All,

Any update if this has been resolved?

Regards,

Akshay Berry

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

T: +971 4 5172125

From: Max <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, February 4, 2021 4:06 AM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Muralidhar Menon <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#2024251] - Complaint

External email sender, please take precaution.

Hi Team,

With regards to the ticket ID 2024251, the customer is complaining regarding the behavious of Mr. Waleed Esam from Merryland branch on Jan 26. The customer is looking for an apology.

Customer Name: Milad Naguib
Mobile No: 012 2115 1012
Email: [email-masked]<mailto:[email-masked]>

Below is the concern:

What happened:
My family was standing in a separate corner, -no customers beside us-, and my wife removed the mask as she had a difficulty in breathing, then Mr. Esam came to speak to my wife, she replied gently; I can’t breathe properly, but he kept talking loudly and on public to her, and she put on the mask again. When I blamed him (individually) on the “way” he presents his request to the customer specially when the customer is a lady, he kept talking in the same angry and aggressive way, and said;
(لو دخل ظابط يشمع لى المحل).
I will not comment on the language he uses, which does not meet the standards of Max stores. This sentence indicates that he doesn’t care about the customer, although one of his duties as a branch manager is to guarantee customer satisfaction, and to present his comments in a decent way; as an example for the rest of the staff!!!
I asked him to talk to the manager, and he replied loudly; I’m the manger here!!
I asked another staff to get a complaint form, and even before I write it, Mr. Waleed told the staff member to write on complaint form; (اكتب عليها: لعدم ارتداء الكمامة)!!. Strange to say so on public!!

Upon leaving he tried to apologize to me only in a low voice, and I asked him to apologize in the same way he talked to my wife (loudly and on public), but he didn’t have enough courage to do so.

Conclusion:
We were mistreated and insulted by a branch manager; Mr. Waleed Esam, loudly and on public inside one of Max stores;

·        He spoke in an angry and aggressive way to a lady in front of many customers (loudly and on public). This is not acceptable at all levels.
·        When I blamed him (individually), he kept talking in the same aggressive way (loudly and on public). This is not acceptable at all levels.
·        When I asked to write a complaint he told the staff (loudly and on public) to write on it (whatever), indicating that staff can “tamper” customer complaints. This is a serious reaction indicating that he orders the staff to “handle” the complaint before being sent to the concerned monitoring department.

So, for Max company you have all rights to validate my complaint and take “internal” necessary actions, while the “insult” presented to my wife (loudly and on public) at your store was not treated!!

Until I get a feedback from Max management, I have all the rights to use the “public channels” to obtain the proper apology.

Side note: some of the branch staff lowered the mask from their noses. Please check the camera recording.

Kindly assist.

Regards,
Nikhil.

2024251:1125156

kind regards
Menon
________________________________
From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, March 16, 2021 7:05:14 PM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; Muralidhar Menon <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Max <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#2024251] - Complaint

Hi All,

Any update if this has been resolved?

Regards,

Akshay Berry

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

T: +971 4 5172125

From: Max <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, February 4, 2021 4:06 AM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Muralidhar Menon <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#2024251] - Complaint

External email sender, please take precaution.

Hi Team,

With regards to the ticket ID 2024251, the customer is complaining regarding the behavious of Mr. Waleed Esam from Merryland branch on Jan 26. The customer is looking for an apology.

Customer Name: Milad Naguib
Mobile No: 012 2115 1012
Email: [email-masked]<mailto:[email-masked]>

Below is the concern:

What happened:
My family was standing in a separate corner, -no customers beside us-, and my wife removed the mask as she had a difficulty in breathing, then Mr. Esam came to speak to my wife, she replied gently; I can’t breathe properly, but he kept talking loudly and on public to her, and she put on the mask again. When I blamed him (individually) on the “way” he presents his request to the customer specially when the customer is a lady, he kept talking in the same angry and aggressive way, and said;
(لو دخل ظابط يشمع لى المحل).
I will not comment on the language he uses, which does not meet the standards of Max stores. This sentence indicates that he doesn’t care about the customer, although one of his duties as a branch manager is to guarantee customer satisfaction, and to present his comments in a decent way; as an example for the rest of the staff!!!
I asked him to talk to the manager, and he replied loudly; I’m the manger here!!
I asked another staff to get a complaint form, and even before I write it, Mr. Waleed told the staff member to write on complaint form; (اكتب عليها: لعدم ارتداء الكمامة)!!. Strange to say so on public!!

Upon leaving he tried to apologize to me only in a low voice, and I asked him to apologize in the same way he talked to my wife (loudly and on public), but he didn’t have enough courage to do so.

Conclusion:
We were mistreated and insulted by a branch manager; Mr. Waleed Esam, loudly and on public inside one of Max stores;

·        He spoke in an angry and aggressive way to a lady in front of many customers (loudly and on public). This is not acceptable at all levels.
·        When I blamed him (individually), he kept talking in the same aggressive way (loudly and on public). This is not acceptable at all levels.
·        When I asked to write a complaint he told the staff (loudly and on public) to write on it (whatever), indicating that staff can “tamper” customer complaints. This is a serious reaction indicating that he orders the staff to “handle” the complaint before being sent to the concerned monitoring department.

So, for Max company you have all rights to validate my complaint and take “internal” necessary actions, while the “insult” presented to my wife (loudly and on public) at your store was not treated!!

Until I get a feedback from Max management, I have all the rights to use the “public channels” to obtain the proper apology.

Side note: some of the branch staff lowered the mask from their noses. Please check the camera recording.

Kindly assist.

Regards,
Nikhil.

2024251:1125156

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: Fwd: [#2024251] - Complaint
From: Alaa El Din Ahmed Mohamed Khalil <[email-masked]>
To: Osama Al Malawani <[email-masked]>
Date: Thu, 8 Apr 2021 14:01:30 +0000

Hi osama

FYI ..

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2FAAb9ysg&data=04%7C01%7Cosama.malawani%40landmarkgroup.com%7Cc2853f837f83453c64a508d8fa96cf6d%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637534872912240545%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=irnCEg65Z8iACwLed7QouzFzrq5s33z7zzHfQBM04HE%3D&reserved=0>

  _____

From: Alaa El Din Ahmed Mohamed Khalil <[email-masked]>
Sent: Thursday, 4 February 2021, 12:49
To: Muralidhar Menon; Max <[email-masked]>
Cc: Osama Al Malawani; Mohammed Morsy; Mohamed Khairy Ali Mohamed Mansour
Subject: RE: [#2024251] - Complaint

Hi Mr.Menon ,

As the attached mail I already contact the costumer and apologized to him on phone call ,and yesterday I met him in the store( Me and waleed apologized again to him ) and case closed  completely

Regards

Alaa Ahmed

From: Muralidhar Menon <[email-masked]>
Sent: Thursday, February 04, 2021 8:08 AM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]>
Cc: Osama Al Malawani <[email-masked]>; Mohammed Morsy <[email-masked]>
Subject: FW: [#2024251] - Complaint

FYI gents – please do the needful

Kind regards

Menon

From: Max <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, February 4, 2021 2:06 AM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]<mailto:[email-masked]>>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>; Muralidhar Menon <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#2024251] - Complaint

External email sender, please take precaution.

Hi Team,

With regards to the ticket ID 2024251, the customer is complaining regarding the behavious of Mr. Waleed Esam from Merryland branch on Jan 26. The customer is looking for an apology.

Customer Name: Milad Naguib
Mobile No: 012 2115 1012
Email: [email-masked]<mailto:[email-masked]>

Below is the concern:

What happened:
My family was standing in a separate corner, -no customers beside us-, and my wife removed the mask as she had a difficulty in breathing, then Mr. Esam came to speak to my wife, she replied gently; I can’t breathe properly, but he kept talking loudly and on public to her, and she put on the mask again. When I blamed him (individually) on the “way” he presents his request to the customer specially when the customer is a lady, he kept talking in the same angry and aggressive way, and said;
(لو دخل ظابط يشمع لى المحل).
I will not comment on the language he uses, which does not meet the standards of Max stores. This sentence indicates that he doesn’t care about the customer, although one of his duties as a branch manager is to guarantee customer satisfaction, and to present his comments in a decent way; as an example for the rest of the staff!!!
I asked him to talk to the manager, and he replied loudly; I’m the manger here!!
I asked another staff to get a complaint form, and even before I write it, Mr. Waleed told the staff member to write on complaint form; (اكتب عليها: لعدم ارتداء الكمامة)!!. Strange to say so on public!!

Upon leaving he tried to apologize to me only in a low voice, and I asked him to apologize in the same way he talked to my wife (loudly and on public), but he didn’t have enough courage to do so.

Conclusion:
We were mistreated and insulted by a branch manager; Mr. Waleed Esam, loudly and on public inside one of Max stores;

·        He spoke in an angry and aggressive way to a lady in front of many customers (loudly and on public). This is not acceptable at all levels.
·        When I blamed him (individually), he kept talking in the same aggressive way (loudly and on public). This is not acceptable at all levels.
·        When I asked to write a complaint he told the staff (loudly and on public) to write on it (whatever), indicating that staff can “tamper” customer complaints. This is a serious reaction indicating that he orders the staff to “handle” the complaint before being sent to the concerned monitoring department.

So, for Max company you have all rights to validate my complaint and take “internal” necessary actions, while the “insult” presented to my wife (loudly and on public) at your store was not treated!!

Until I get a feedback from Max management, I have all the rights to use the “public channels” to obtain the proper apology.

Side note: some of the branch staff lowered the mask from their noses. Please check the camera recording.

Kindly assist.

Regards,
Nikhil.

2024251:1125156

Subject: Re: [#2024251] - Complaint
From: Alaa El Din Ahmed Mohamed Khalil <[email-masked]>
To: Muralidhar Menon <[email-masked]>, Osama Al Malawani <[email-masked]>, Waled Essam Ahmed Ali <[email-masked]>
Cc: Mohammed Morsy <[email-masked]>, Islam Omar <[email-masked]>
Date: Sat, 30 Jan 2021 12:53:50 +0000

Hi All

I contacted the customer who complained and explained to him the reasons for precautionary measures to protect everyone and requird from the government and apologized to him for any misunderstanding that happened during his visit to the store , and he accepted the apology and i asked him to visit the store again and meet him and he will call me and set the date of his visit to finish the matter completely

Regards
Alaa Ahmed
Get Outlook for Android<https://aka.ms/ghei36>
  _____

From: Muralidhar Menon <[email-masked]>
Sent: Friday, January 29, 2021 11:26:33 PM
To: Osama Al Malawani <[email-masked]>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]>
Cc: Mohammed Morsy <[email-masked]>
Subject: Fwd: [#2024251] - Complaint

kind regards
Menon
  _____

From: Max <[email-masked]>
Sent: Friday, January 29, 2021 10:21:28 PM
To: Alaa El Din Ahmed Mohamed Khalil <[email-masked]>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]>; [email-masked] <[email-masked]>; Muralidhar Menon <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Subject: Fwd: [#2024251] - Complaint

External email sender, please take precaution.

Hi Team,

With regards to the ticket ID 2024251, the customer is complaining regarding the behavious of Mr. Waleed Esam from Merryland branch on Jan 26. The customer is looking for an apology.

Customer Name: Milad Naguib
Mobile No: 012 2115 1012
Email: [email-masked]<mailto:[email-masked]>

Below is the concern:

What happened:
My family was standing in a separate corner, -no customers beside us-, and my wife removed the mask as she had a difficulty in breathing, then Mr. Esam came to speak to my wife, she replied gently; I can’t breathe properly, but he kept talking loudly and on public to her, and she put on the mask again. When I blamed him (individually) on the “way” he presents his request to the customer specially when the customer is a lady, he kept talking in the same angry and aggressive way, and said;
(لو دخل ظابط يشمع لى المحل).
I will not comment on the language he uses, which does not meet the standards of Max stores. This sentence indicates that he doesn’t care about the customer, although one of his duties as a branch manager is to guarantee customer satisfaction, and to present his comments in a decent way; as an example for the rest of the staff!!!
I asked him to talk to the manager, and he replied loudly; I’m the manger here!!
I asked another staff to get a complaint form, and even before I write it, Mr. Waleed told the staff member to write on complaint form; (اكتب عليها: لعدم ارتداء الكمامة)!!. Strange to say so on public!!

Upon leaving he tried to apologize to me only in a low voice, and I asked him to apologize in the same way he talked to my wife (loudly and on public), but he didn’t have enough courage to do so.

Conclusion:
We were mistreated and insulted by a branch manager; Mr. Waleed Esam, loudly and on public inside one of Max stores;

·        He spoke in an angry and aggressive way to a lady in front of many customers (loudly and on public). This is not acceptable at all levels.
·        When I blamed him (individually), he kept talking in the same aggressive way (loudly and on public). This is not acceptable at all levels.
·        When I asked to write a complaint he told the staff (loudly and on public) to write on it (whatever), indicating that staff can “tamper” customer complaints. This is a serious reaction indicating that he orders the staff to “handle” the complaint before being sent to the concerned monitoring department.

So, for Max company you have all rights to validate my complaint and take “internal” necessary actions, while the “insult” presented to my wife (loudly and on public) at your store was not treated!!

Until I get a feedback from Max management, I have all the rights to use the “public channels” to obtain the proper apology.

Side note: some of the branch staff lowered the mask from their noses. Please check the camera recording.

Kindly assist.

Regards,
Nikhil.

2024251:1125156