Subject: RE: We have received your response for Customer E-Com Complaint Form
From: Abhilash Kuttalam <[email-masked]>
To: Malik Ismail <[email-masked]>, Ali Mkhaimer <[email-masked]>, Mohammad.Tarabishi <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>
Date: Tue, 8 Nov 2022 11:46:57 +0000

Thanks, @Malik Ismail<mailto:[email-masked]> and team.
I will update on this thread as soon as the issue is resolved.
Appreciate your support as always!

Regards,
Abhi

From: Malik Ismail <[email-masked]>
Sent: Tuesday, November 8, 2022 2:45 PM
To: Ali Mkhaimer <[email-masked]>; Mohammad.Tarabishi <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>; Abhilash Kuttalam <[email-masked]>
Subject: FW: We have received your response for Customer E-Com Complaint Form

Hi Team,

FYI

From: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, November 8, 2022 3:31 PM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>; Otto Vangraan <[email-masked]<mailto:[email-masked]>>
Subject: FW: We have received your response for Customer E-Com Complaint Form

Dear Team,

Please note that we are facing an issue with order "Ready for Pickup" SMS not being sent to customers for Max Click and Collect orders.
This has already been escalated and the tech team is working on it.

Till the issue is resolved, kindly inform associates to check for the order status in Hybris:

  *   If order is in "Sent to Store"  status, then raise an incident and ask me/store for update.
  *   If order is in "Ready for pick up" status, inform the customer that the order is available at store.

This should hopefully help us to close calls as "close resolved" rather than being passed onto stores for an update.

[signature_1448102708]
Abhilash Kuttalam
Assistant Manager - Omnichannel

Mob: +966 59 620 5502
Tel: +966 11 279 3000 | Ext : 3512
Riyadh Gallery Mall, Gate #A1, 2nd floor
PO Box 91861 | Riyadh  11643 | Saudi Arabia

From: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 7, 2022 11:38 AM
To: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>; Monika Garg <[email-masked]<mailto:[email-masked]>>
Cc: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: Re: We have received your response for Customer E-Com Complaint Form

Hi @Abhilash Kuttalam<mailto:[email-masked]>,

We have identified the issue with the SMS partner and we're currently working with them to sort this issue out. Will keep this thread updated.

Thanks,
Sankar.

From: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Date: Monday, 7 November 2022 at 10:59 AM
To: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>, Monika Garg <[email-masked]<mailto:[email-masked]>>
Cc: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Subject: RE: We have received your response for Customer E-Com Complaint Form
Dear Sankar/Monika,

Kindly update on the status. Several other stores have also reported the same issue.

Regards,
Abhi

From: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 6, 2022 4:51 PM
To: Sankar Thulasimani <[email-masked]<mailto:[email-masked]>>; Monika Garg <[email-masked]<mailto:[email-masked]>>
Cc: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: We have received your response for Customer E-Com Complaint Form

Hi Sankar/Monika

We need assistance in checking the hybris status update and SMS / email going out to customer.

Can we please perform a reconciliation.

Thanks

Prakash

Get Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 6, 2022 16:04
To: Prakash Iyangar <[email-masked]<mailto:[email-masked]>>
Cc: Mohammed Shariff <[email-masked]<mailto:[email-masked]>>; Max Onaiza <[email-masked]<mailto:[email-masked]>>
Subject: FW: We have received your response for Customer E-Com Complaint Form

Dear Prakash,

Please check as customers are still complaining.

[signature_1448102708]
Abhilash Kuttalam
Assistant Manager - Omnichannel

Mob: +966 59 620 5502
Tel: +966 11 279 3000 | Ext : 3512
Riyadh Gallery Mall, Gate #A1, 2nd floor
PO Box 91861 | Riyadh  11643 | Saudi Arabia

From: Max Onaiza <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, November 6, 2022 5:31 PM
To: Abhilash Kuttalam <[email-masked]<mailto:[email-masked]>>
Cc: Mohammed Shariff <[email-masked]<mailto:[email-masked]>>
Subject: RE: We have received your response for Customer E-Com Complaint Form

Dear Mr. Abhi Bhai,
Please need your support on below quarry as customer are not getting the message that parcel is ready in the store and even receiving from WH parcel. more customer are complain about it and we everyday calling customer to pick the order but some customer are already out of the city due to not receiving massage. because of this issue we are getting expired order and done uncollected in store. please need your help on this serious matter.

[signature_1252327027]
Tulashi Prasad Siwakoti
MAX Onaiza (60101)

Mob: +966 56120 6793
Ext : 6549

From: Jotform
Sent: 06 November 2022 14:51
To: Max Onaiza <[email-masked]<mailto:[email-masked]>>
Subject: We have received your response for Customer E-Com Complaint Form

CAUTION: External email sender. Use care when clicking on links or opening attachments!

[https://cdn.jotfor.ms/assets/img/logo2021/[email-masked]]
Customer E-Com Complaint Form

Name
max onaiza  60101
Phone Number
0561206793
Order ID
0561206793
Customer Email
[email-masked]<mailto:[email-masked]>
Store Code
60101
Store Manager Mobile Number'
(561206793) 561206793
Store Email
[email-masked]<mailto:[email-masked]>
customer complaining
Customer did not receive his order
click & collect
priority
3
Callback Required?
Yes

Now create your own Jotform - It's free!<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.jotform.com%2F%3Futm_source%3Demailfooter%26utm_medium%3Demail%26utm_term%3D202343151575045%26utm_content%3Demail_footer_text%26utm_campaign%3Dautoresponder_email_footer_new_cf_old&data=05%7C01%7Cprakash.iyangar%40landmarkgroup.com%7Cf85f832f7a0042064d5a08dabfef165f%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C638033330831027128%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=tKQdHDj%2BjeHPAlF%2FFHzL1oi66raRaAfGOnUhviyNHpI%3D&reserved=0>
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