Subject: RE: [#2055317] - Re: 0509599191 - COMPLIANT!! URGENT REPLT
From: Murtaza Kutiyanawala <[email-masked]>
To: Niren Dsouza <[email-masked]>, Baraa Abukhadra <[email-masked]>
Cc: Nalineedhar Kasibhatla <[email-masked]>, Deepak Devasia <[email-masked]>, Sameer Sadiq <[email-masked]>, Nour Hanayneh <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 6 Apr 2021 09:55:37 +0000

HI Niren / Baraa.

Please share all the call recorder and case history for this cases.

The customer is asking for a manager call back since day one but there was no manager call back also there is no CRM raised for the refund which was not done since 4 months.

Why there no CRM raised from both the teams, need all the details for this case in next one hour, this has gone up to the CEO.

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<http://www.homeboxstores.com/>

From: Murtaza Kutiyanawala
Sent: Tuesday, April 6, 2021 12:25 PM
To: Sameer Sadiq <[email-masked]>
Cc: Nalineedhar Kasibhatla <[email-masked]>; Deepak Devasia <[email-masked]>
Subject: RE: [#2055317] - Re: 0509599191 - COMPLIANT!! URGENT REPLT

Hi Sameer sir,

Issue in 160490749 - - Jacinta 3-Seater Recliner Sofa (9748091058 )

  *   Customer raised the complaint on 4th December 2020 and item was pullout on 6th December.
  *   8th December – RMA was raised and informed Pukar to process. Pukar tried to process the RMA but due to the technical issue he was not able to process. SR raised for it.
  *   On the 4th Feb customer sent an email on Fresh Desk following up for the refund and asking for a Manager call back. On the same day email was responded by LSM team asking the customer for order details.
  *   On the 6th Feb again customer sent an email asking for a call back however the email was sent to process the RMA by LSM team  and a reply was sent to the customer stating that your request has bees sent to the higher management for processing the refund.
  *   On the 10th Feb customer again sent an email asking for a manager call back and Ali sent an email to Pukar to process the RMA
  *   On the 9th March customer again sent an email following up for the refund also mentioning that he was promised a Manager call back (This is Crystel team Rain) Crystel team sent an email to Pukar to process the RMA on the 24th Feb and the 17th March
  *   On the 10th March the same email was sent to Pukar to process the RMA by the LSM team and responded to the customer on the same email
  *   Again on the 10th March customer sent an email with his phone # for a call back
  *   Back and forth there are emails from the 10th to the 13th and bank details were shared however the bank details were incomplete.
  *   We tried contacting the customer on 22nd as the refund got rejected as it was more than 6 months (IT issue was resolved for this order as the warehouse was not able to do the receiving as there was a bug in the system)
  *   On the 23rd March we sent an email to the customer on the registered email which was on Hybris and we got a bounce back.
  *   Jira was raised to update the back details to process the manual refund (Cash refund)
  *   The refund will process max by 7th April as confirmed by Punit from Finance.

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<http://www.homeboxstores.com/>

From: Sameer Sadiq <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 5, 2021 10:12 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: Nalineedhar Kasibhatla <[email-masked]<mailto:[email-masked]>>; Deepak Devasia <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#2055317] - Re: 0509599191 - COMPLIANT!! URGENT REPLT

Hi Murtaza

Pls look into this urgently

Get Outlook for Android<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fghei36&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7Ca1ce9e8a3ece4dfeef4508d8f85e44ed%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637532431048810231%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=QSLBQoVNKDuiJm8CYD%2BBkFbHYLRrgMhqj%2BS53pRbWdE%3D&reserved=0>
________________________________
From: Ajay Antal <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 5, 2021 10:05:19 PM
To: Deepak Devasia <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>; Nalineedhar Kasibhatla <[email-masked]<mailto:[email-masked]>>
Cc: Prabir Kumar Jena <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#2055317] - Re: 0509599191 - COMPLIANT!! URGENT REPLT

Guys... what’s going on here?
CC dilly dallying for what.
Why are we hell bent on antagonizing  customers!!

If we don’t want to refund then why give hopes and all this nonsense of escalating etc . If we have to refund then why 4 months!

Needless to say can I understand where is the issue and how many more such open cases.

Prabir.. I need CC manager on priority..

________________________________
From: kevin villa <[email-masked]<mailto:[email-masked]>>
Sent: Monday, April 5, 2021 9:53 PM
To: Home Box; [email-masked]<mailto:[email-masked]>; Ajay Antal
Subject: Re: [#2055317] - Re: 0509599191 - COMPLIANT!! URGENT REPLT

External email sender, please take precaution.
DEAR AJAY

PLEASE SEE THE BELOW EMAIL FROM YOUR CUSTOMER SERVICE TEAM AS THEY DONT KNOW HOW TO RESPECT AND UPDATE THE CUSTOMER ACCORDINGLY!!!

MY PARENTS TRIED TO CALL THEM MANY TIMES FOR OUR REFUND SINCE DECEMBER 2020 AND UNTIL NOW ALL THEY CAN SAY IS THEY WILL ESCALATE THE MATTER!!!!

I ALREADY SENT THEM MY BANK DETAILS COUPLE OF TIMES BUT NO RESPONSE!!

CUSTOMER SERVICE IS NOT PROPERLY WORKING!!!

Sent from Yahoo Mail for iPhone<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Foverview.mail.yahoo.com%2F%3F.src%3DiOS&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7Ca1ce9e8a3ece4dfeef4508d8f85e44ed%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637532431048810231%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=kvQC14CAGCpmi3riyr2MT10h3SjvZL0%2F%2FaKwl9bYatM%3D&reserved=0>

On Tuesday, March 9, 2021, 9:20 PM, kevin villa <[email-masked]<mailto:[email-masked]>> wrote:
I DID NOT RECEIVE UNTIL NOW THE REFUND LAST DECEMBER 2020 and I ALREADY SPOKE WITH RAIN LAST WEEK AND SHE MENTIONED THAT THE MANAGER WILL BE CONTACTING ME AT 6PM BUT UNTIL NOW NO UPDATE YET!!!

Sent from Yahoo Mail for iPhone<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Foverview.mail.yahoo.com%2F%3F.src%3DiOS&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7Ca1ce9e8a3ece4dfeef4508d8f85e44ed%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637532431048820222%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=g1oX1X3v55PZLB3b0cVFANztPzbX5e3BU3eJh226Ezw%3D&reserved=0>

On Wednesday, February 10, 2021, 10:25 PM, kevin villa <[email-masked]<mailto:[email-masked]>> wrote:

I WANT YOUR MANAGER TO CALL ME TOMORROW 0509599191 OR ELSE I WILL REPORT YOU TO THE CONSUMER RIGHTS IN DUBAI

On Saturday, February 6, 2021, 17:59, Home Box <[email-masked]<mailto:[email-masked]>> wrote:
Hi Louies_5991,

We've really apologize for a delayed ,

We've checked , Your request has been raised to the higher management for refund ,

Your patience is highly appreciated.
​
Your friends,
The HomeBox Support Team

2055317:1125156
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