Subject: RE: Complaint for damaged items
From: Akshay Berry <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Escalations Dxbteam <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Mohammad Musaed <[email-masked]>, Manish Kumar <[email-masked]>, Jessie Caparas <[email-masked]>
Date: Thu, 23 Sep 2021 08:39:39 +0000

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

The voucher has been shared with the customer already under ticket# 3115796.

Escalate the case to Varun Sharma to check about the item availability / quality issue.

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

From: Apoorv Joshi <[email-masked]>
Sent: Thursday, September 23, 2021 12:16 PM
To: Escalations Dxbteam <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>; Mohammad Musaed <[email-masked]>; Manish Kumar <[email-masked]>; Jessie Caparas <[email-masked]>; Akshay Berry <[email-masked]>
Subject: Re: Complaint for damaged items
Importance: High

External email sender, please take precaution.
Hi Team,

Kindly assist to get the below complaint looked into. Customer is very frustrated and is reporting that she will be reporting the below to DED if not looked into. Can we get the below checked or the customer contacted regarding this complaint. All the orders seems to be placed as guests.

Customer's name: Ramesh Gopal
Contact Number: +971505429605

Attaching his full complaint as well. Thank you for your help!

Regards,
Apoorv
________________________________
From: "Mohammad Musaed" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, September 23, 2021 12:13:23 PM
Subject: Complaint for damaged items

Hi Team,

The customer always receives the damaged item the details are mentioned below.

This is further to my plenty of calls to your customer care number and requests for management intervention on serious quality issues from your operations, on a birthday dress ordered for my daughter.

Following is the brief history:

1. Order # 9688202006: Made on Aug 17 and received a damaged dress on Aug 18, submitted a return request and got the refund.
2. Visited Splash stores in Al Wahda Mall to check for availability of the same dress/size, it was not available. They promised to check in other stores and got back finally saying it is not available in Abu Dhabi and advised me to order online, if available.
3. Order # 9501468440: Made on Sep 13 and collected from your stores on Sep 17. On opening the same, we were surprised to see that the same dress which we returned for order no. 9688202006 is received again!!
4. Made a new online order again (# 9502628804) for the same dress on Sep 18 morning. Then, made a complaint to your customer care and was informed that I need to speak to management staff on this serious quality lapse and business ethics for sending a returned damaged item for a new order. Your bad luck, in this case, it happened to be the same customer!!
5. On Sep 18 evening, my order # 9502628804 was canceled automatically due to non-availability.
6. On Sep 19, spoke to one of your senior staff Ms. Suha, explained the whole history and asked her to arrange for the following:
a. New dress of the same size without any damage
b. Suitable compensation for everything I had to go through and lack of quality management from your side.
7. Today I was told that there is no solution to my above demand, other than providing a paltry AED 40 voucher, which I told here to keep it for improving the quality of Splash customer care.

It is clear from the above narration that SPLASH do not have proper quality management, due to which a returned/damaged item is being sold to another order number. It is more surprizing that your staff do not have a amicable solution for it. Hence, I seek your management's attention in this regard. If I don't get any response by Sep 23, I am escalating this issue by submitting my complaint to DED - Consumer Complaints, Dubai govt.

Thank you and I look forward to hear from you soon.

Regards,

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