Subject: FW: FIRST EXPERIENCE BUT WORST EXPERIENCE
From: Akshay Berry <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Sat, 27 Nov 2021 10:29:50 +0000

@Apoorv Joshi<mailto:[email-masked]> @Manish Kumar<mailto:[email-masked]> @Shakeeb Arsalan<mailto:[email-masked]>,

Share voucher with customer under ticket# 3422757.

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

From: Raveen Sethupathy <[email-masked]>
Sent: Friday, November 26, 2021 11:43 AM
To: Gito Varghese <[email-masked]>; Akshay Berry <[email-masked]>; Chester Dsouza <[email-masked]>; Jessie Caparas <[email-masked]>; Ron Thomas <[email-masked]>; Namrita Kanjani <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Lelani Uypala <[email-masked]>; Taskin Shaikh <[email-masked]>
Subject: Re: FIRST EXPERIENCE BUT WORST EXPERIENCE

Dear Shoemart Team,

The Voucher has been created as requested. I have put the configuration below, please check and let me know if anything has to change.

Code: CM9-8XLT-HPW2-AZ5W-W|Start Date: 26.11.2021 00:00:00|End Date: 26.02.2022 23:59:59

Type: Serial Voucher|Concept: SHOEMART|Territory: UAE|Checkout Site: N/A

Value: 200 AED|Minimum Threshold Value: 201 AED|Maximum Discount:  N/A|Combinable with other vouchers: TRUE

Total quantity of redeemable vouchers: 1|Total quantity of redemptions per customer: 1

Categories included/excluded: N/A|Brands included: N/A|Device Restriction: N/A|First Time User Restriction: N/A

Regards,

Raveen Sethupathy

Team Lead - E-commerce Content Merchandising

Web Team | Landmark Group

m: +971544539286

t: +97145172141

________________________________
From: Gito Varghese <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 25, 2021 7:45 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Ron Thomas <[email-masked]<mailto:[email-masked]>>; Namrita Kanjani <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Lelani Uypala <[email-masked]<mailto:[email-masked]>>; Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>; Taskin Shaikh <[email-masked]<mailto:[email-masked]>>
Subject: Re: FIRST EXPERIENCE BUT WORST EXPERIENCE

@Namrita Kanjani<mailto:[email-masked]> fyi

Regards,
Gito Varghese

Digital Marketing Coordinator

Web Team | Landmark Group

T: +97145172153

From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Date: Thursday, November 25, 2021 at 5:56 PM
To: Chester Dsouza <[email-masked]<mailto:[email-masked]>>, Jessie Caparas <[email-masked]<mailto:[email-masked]>>, Gito Varghese <[email-masked]<mailto:[email-masked]>>, Ron Thomas <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>, Lelani Uypala <[email-masked]<mailto:[email-masked]>>, Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>, Taskin Shaikh <[email-masked]<mailto:[email-masked]>>
Subject: RE: FIRST EXPERIENCE BUT WORST EXPERIENCE

Thanks @Chester Dsouza<mailto:[email-masked]>.

Looping @Gito Varghese<mailto:[email-masked]> @Ron Thomas<mailto:[email-masked]>

Issue voucher for order# 9514569761 as per the below.

Value - AED 200

Threshold - AED 201

Validity - 3 months

Concept - Shoemart

Regards,

Akshay Berry

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

T: +971 4 5172125

From: Chester Dsouza <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, November 25, 2021 4:18 PM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohamed Nagy <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Lelani Uypala <[email-masked]<mailto:[email-masked]>>
Subject: Re: FIRST EXPERIENCE BUT WORST EXPERIENCE

Approved

Chester D'souza

e-Commerce Category Manager

[signature_1192458221]  +971 4 517 3205

[signature_55581850]   +971 55 7843473

Landmark Tower, Dubai Marina, Dubai PO Box 25030, United Arab Emirates

[signature_290008527]<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fshoemartstores.com%2F&data=02%7C01%7CChester.Dsouza%40landmarkgroup.com%7Cc1f72e7b91764c2a25e508d8223fd606%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637297004867438694&sdata=cfeJQQgV%2BmyVM4bWGcjQWxvkwj1FTKYmBU81KCjeJwA%3D&reserved=0>

From: Akshay Berry <[email-masked]<mailto:[email-masked]>>
Date: Monday, November 22, 2021 at 3:18 PM
To: Jessie Caparas <[email-masked]<mailto:[email-masked]>>, Mohamed Nagy <[email-masked]<mailto:[email-masked]>>, Chester Dsouza <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>, Lelani Uypala <[email-masked]<mailto:[email-masked]>>
Subject: RE: FIRST EXPERIENCE BUT WORST EXPERIENCE

Hi @Chester Dsouza<mailto:[email-masked]>,

Call back done and informed customer about the order issue being cancelled. Help us check the inventory in WH and delist the product from the website as customer was unhappy with the situation.

Also, the customer is asking for a compensation for AED 200 as the order was cancelled thrice. Please approve.

Regards,

Akshay Berry

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

T: +971 4 5172125

From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 22, 2021 11:47 AM
To: Akshay Berry <[email-masked]<mailto:[email-masked]>>; Mohamed Nagy <[email-masked]<mailto:[email-masked]>>
Cc: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Chester Dsouza <[email-masked]<mailto:[email-masked]>>
Subject: FW: FIRST EXPERIENCE BUT WORST EXPERIENCE
Importance: High

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

Can you please check and pick this up.

It's a CEO escalation.

Thank you and Kind Regards,

Jessie Caparas

T: +97145172087

From: Chester Dsouza <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 22, 2021 11:13 AM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Radhika Lad <[email-masked]<mailto:[email-masked]>>; Lelani Uypala <[email-masked]<mailto:[email-masked]>>
Subject: FW: FIRST EXPERIENCE BUT WORST EXPERIENCE

Hi Jessie - Please can you contact this customer and understand the concern on the cancellation.

Same has been escalated to the CEO.

Please can you look into it & confirm back on closure.

Chester D'souza

e-Commerce Category Manager

[signature_1571355827]  +971 4 517 3205

[signature_55581850]   +971 55 7843473

Landmark Tower, Dubai Marina, Dubai PO Box 25030, United Arab Emirates

[signature_711922831]<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fshoemartstores.com%2F&data=04%7C01%7CChester.Dsouza%40landmarkgroup.com%7C2f15fb0774de4f379a9408d9ada9c4bf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637731766921009207%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=89L3ap4mENV04hxQQKHn%2FrXjjI%2Bpyxna5LEzYLmZUHI%3D&reserved=0>

From: Radhika Lad <[email-masked]<mailto:[email-masked]>>
Date: Monday, November 22, 2021 at 9:53 AM
To: Chester Dsouza <[email-masked]<mailto:[email-masked]>>
Subject: FW: FIRST EXPERIENCE BUT WORST EXPERIENCE

HI Chester,

Please see trail mail regarding customer complaint.

Thanks & Regards,

Radhika Premani Lad

Human Resource - Footwear

  +971 4 517 3452

   +971 56 271 1001

Landmark Tower, Dubai Marina, Dubai PO Box 25030, United Arab Emirates

[signature_1645815052]

From: Molly Greham <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 22, 2021 9:48 AM
To: Radhika Lad <[email-masked]<mailto:[email-masked]>>
Subject: FW: FIRST EXPERIENCE BUT WORST EXPERIENCE

FYI

From: Gnanasekar Nagu <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 21, 2021 9:42 PM
To: [email-masked]<mailto:[email-masked]>
Subject: FIRST EXPERIENCE BUT WORST EXPERIENCE

External email sender, please take precaution.

Dear Shoemart Team, Greertings!

I am Gnanasekar Nagu from Al Ain, I would like to bring to this issue for your kind attention and further action.

In my normal purchase is most of the time Amazon & Noon for their quality assurance and delivery time frame also theri\ir respective customer care and compensation policy, but this time I can't able to find the right shoe for my choice, so decided to search https://www.shoemartstores.com<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.shoemartstores.com%2F&data=04%7C01%7CChester.Dsouza%40landmarkgroup.com%7C2f15fb0774de4f379a9408d9ada9c4bf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637731766921019171%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=AExA9q09%2F%2ByXCLMxkBc1dvjqbKPeEMG4OPlvt4RClMg%3D&reserved=0> and find the desired model https://www.shoemartstores.com/ae/en/Men/Footwear/Shoes/Men%27s-Formal-Shoes/SHOEMART-Le-Confort-Men%27s-Lace-Up-Derby-Shoes/p/162763832<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.shoemartstores.com%2Fae%2Fen%2FMen%2FFootwear%2FShoes%2FMen%2527s-Formal-Shoes%2FSHOEMART-Le-Confort-Men%2527s-Lace-Up-Derby-Shoes%2Fp%2F162763832&data=04%7C01%7CChester.Dsouza%40landmarkgroup.com%7C2f15fb0774de4f379a9408d9ada9c4bf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637731766921019171%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000&sdata=JEIHz2%2FuePYx3cC7GViLsd11jBvw7Ga2O1bGwTOcXFo%3D&reserved=0>

But the tragedies started from here onwards first time I was order placed on 15/11/2021, the order ID is 9512933030, once place the order within 10 minutes the order was canceled without any proper reason, I tried to contact customer support they said the order is out of stock if the material is out of stock then how the website still showing one stock is available? The refund has still not been received.

Thereafter again stock is come back to availability then again place the same item to order with this id 9512934030 on 15/11/2021, now the order was canceled the next day of 16/11/2021, The refund has still not been received.

Today (21/11/2021) I got an email notification for the items was restocked, so again place the order with this id 9514569761, the old tragedies happen again this order, yes the order was canceled within the next 15  minutes, but for the beauty of this matter still, the stock is available. Not sure about refunding when can be done even this time being used to Tabby.

when I tried to contact and ask the issue and restock the peoples never being responded proper communication, am really shocked how the shoemart is one of reputed firm but how poorly handling the customers, so am decided to try to bring to your kind attention for this my worst experience. In UAE even very small online platforms provide Immediate resolution and customer support by using UAE Online shopping Law but shoe mart very lack stock inventory and worst customer support.

Kindly investigate this issue and fix it as the top priority as customer satisfaction, for your correspondence am herewith attached a screenshot for your reference.

 Thanking You!

Gnanasekar Nagu

+971 55 5923428

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