Subject: Re: HOMEBOX DELIVERY ISSUE
From: Saurabh Dadu <[email-masked]>
To: Deepak Devasia <[email-masked]>
Cc: Niren HB LSM Dsouza <[email-masked]>, Deeksha Dadu <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>
Date: Mon, 22 Mar 2021 12:52:52 +0000

Hi Deepak, Murtaza,

I spoke with the agent, as well as Niren and Saurav.

The agent is very confident that she didn't schedule this order. When she logged in the order was already scheduled.

Also - From what we see Alka communicated with agent on 20th March and Delivery was scheduled for 22nd March. The agent could have not even scheduled it for +2 Days on GDMS anyways.

Is there an audit trail in GDMS where we can see who rescheduled the delivery?

Anyways - we've reminded the team to be careful on this.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Deepak Devasia <[email-masked]>
Sent: 22 March 2021 12:26 PM
To: Saurabh Dadu <[email-masked]>
Cc: Niren HB LSM Dsouza <[email-masked]>; Deeksha Dadu <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>
Subject: FW: HOMEBOX DELIVERY ISSUE

fyi……………

it seems one of the agents rescheduled the Invoice without checking CRM status / comments. Customer has escalated the same.

Plz investigate this why it happened and how can this be not repeated.

From: Murtaza Kutiyanawala <[email-masked]>
Sent: Monday, March 22, 2021 10:45 AM
To: Sameer Sadiq <[email-masked]>
Cc: Nalineedhar Kasibhatla <[email-masked]>; Deepak Devasia <[email-masked]>; Baraa Abukhadra <[email-masked]>; Niren Dsouza <[email-masked]>; Somaskandan Karthikeyan <[email-masked]>; Yunis Fakrudeen <[email-masked]>
Subject: RE: HOMEBOX DELIVERY ISSUE

Hi Sameer sir,

The order was placed on the 14th March, the customer had ordered (Hampshire 2 Seater Half Leather Sofa) and the delivery was scheduled for the 16th March

  *   On the 15th March we received an email from the Gopi Wearhouse team at 9:09 PM that the item is in a non-sealable condition.
  *   On the 16th March at 10:20 Am we called the customer and informed that the delivery will not be completed today as per the Wearhouse email
  *   On the 18th March we received an email from the Wearhouse team stating that the delivery cannot be completed as the sofa is in a  Non Saleable condition and cannot be fixed the same was communicated to the customer on the 21st
  *    Customer complained on the social media platform about the delivery, as the invoice was in DTBC the LSM team went ahead and rescheduled the delivery for the 22nd March without checking the CRM notes
  *   Crystel team raised an open CRM for delivery (the delivery team rejected the complaint stating that the delivery will be completed as per the slot)

Comp. no

Call Date

Invoice No

Customer Name

Customer Mobile

Reason

Call Details

Call Status

Agent

Select

MoreInfo

2625929

3/21/2021 9:28:16 PM

29020102138320210314

ravi ranjan

0505176754

Request

Damage condition - 161621737 Hampshire 2 Seater Half Leather Sofa-Dar

OPN

219519

More

2615377

3/18/2021 10:46:57 AM

29020102138320210314

ravi ranjan

0505176754

Complaints

In ref #2607502, the cx called to follow up. No one has contacted him yet kindly arrange with the customer.

CLS

5001056

More

2610301

3/16/2021 6:03:03 PM

29020102138320210314

ravi ranjan

0505176754

Enquiry

cx called regarding 2607502 an email was sent to WH -kareem

CLS

5001056

More

2607502

3/15/2021 8:53:28 PM

29020102138320210314

ravi ranjan

0505176754

Request

item is in damage condition 161621737 Hampshire 2 Seater Half Leather Sofa-Dar

CLS

219519

More

Murtaza Kutiyanawala

Team Lead – Customer Care

T   :  +971 4 517 2300

D  :  +971 4 813 5812

F   :  +971 4 517 2380

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

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CDeepak.Devasia%40landmarkgroup.com%7C7be8ac83181547627e7808d8ecfdf6fb%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637519922797104547%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=VgoPhp71oyxq2ZcY7mrHLshCbQJvTdq3EHYZGPq4wEY%3D&reserved=0>

From: Sameer Sadiq <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 22, 2021 8:48 AM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: Nalineedhar Kasibhatla <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: HOMEBOX DELIVERY ISSUE

Hi Murtaza

Pls update this asap

Thanks

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&data=04%7C01%7CDeepak.Devasia%40landmarkgroup.com%7C7be8ac83181547627e7808d8ecfdf6fb%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637519922797109526%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=QvX7LrsFt%2FmzGcVk6Xtr6UaXwM5mOYzKh6ysP4gTd0I%3D&reserved=0>

________________________________

From: Ajay Antal <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 22, 2021 7:57:50 AM
To: Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Nalineedhar Kasibhatla <[email-masked]<mailto:[email-masked]>>
Subject: Re: HOMEBOX DELIVERY ISSUE

Guys.. where are we heading ?

I want full details. Clearly we are losing the plot or it’s that cusotners are now so frustrated that all is coming out in open.

Below case details and solutions by 12 pm today ...

________________________________

From: ravi ranjan <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 22, 2021 7:31 AM
To: Deepak Devasia
Cc: Rajesh Garg; Ajay Antal
Subject: Fwd: HOMEBOX DELIVERY ISSUE

External email sender, please take precaution.

Dear Deepak,

Trust everything is well at your end.

I appreciate if you can look in this issue and support me. I have purchased SOFA from IBN Battuta Mall on 14th of March 2021 and my store delivery date was 16th March 2021. On 16th March I have received call from “048250666 –Ahmed” and as per him Sofa can't be delivered today and ordered item is damaged.

I have called support team “8004663269” almost 10 time but every time they told me ordered item will be delivered soon and order on hold. Everytime I am talking to different support executive and nobody knows anything about it. They are waiting for warehouse team confirmation. And it's almost impossible to talk to floor manager (Complain Number -2615377).

Not only this, I have visited Store 2 times, just to check if they have any update but again I got nothing. Once I told them to meet store manager, he had refused to meet me.

After raised lots of MSG on home Box Facebook page finally they have confirm to redeliver sofa on 22nd March, but again yesterday evening I received Call from Warehouse team that they are unable to deliver on 22nd march.

This is really worst experience I ever had. I really feel it's my mistake to purchase Sofa from HOME BOX , Your Store is not supporting your customer. Support is always giving false commitment. Please let me know where should I go ?

Support team SMS and Delivery confirmation SMS is attached FYI.

Please coordinate with respective team and let us know when I will get sofa if any other issue let us know on my Email or below Mobile Number.

 Regards:

Ravi Ranjan

+971 505176754

________________________________
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