Subject: FW: [#5224894] - Order No 9593982005 AWB FP110622002293 Order Delivered to the Wrong address
From: Anslem Misquitta <[email-masked]>
To: syed.ataullah <[email-masked]>, Sanaa.Hammad <[email-masked]>, Nada Hattar <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>
Cc: Deeksha <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, Sabry Yousef <[email-masked]>, HomeBox Customercare UAE <[email-masked]>
Date: Tue, 8 Nov 2022 08:55:32 +0000

Hi All,

We don't want any miss on escalation matrix, please guide the agents whoever needs help or clarification.

If anyone of you guys need help/clarification please let me know as any escalation need to go as per the given escalation matrix.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
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%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Anslem Misquitta
Sent: Tuesday, November 8, 2022 12:51 PM
To: Muzahir Abbas <[email-masked]>
Cc: Sameer Hasan <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Sabry Yousef <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Home Box <[email-masked]>; OLM DXB <[email-masked]>; Raja Ramachandran <[email-masked]>; Ahmed Zoher <[email-masked]>; Sanaa.Hammad <[email-masked]>; syed.ataullah <[email-masked]>; Nada Hattar <[email-masked]>; Ashish Karini <[email-masked]>; Peter Dsouza <[email-masked]>; Sameer Sadiq <[email-masked]>
Subject: RE: [#5224894] - Order No 9593982005 AWB FP110622002293 Order Delivered to the Wrong address

@Muzahir Abbas<mailto:[email-masked]> -Attaching escalation matrix for your refence, customer service team will follow this escalation matrix incase no reply from your end.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
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%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, November 8, 2022 12:43 PM
To: Muzahir Abbas <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>; OLM DXB <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Ahmed Zoher <[email-masked]<mailto:[email-masked]>>; Sanaa.Hammad <[email-masked]<mailto:[email-masked]>>; syed.ataullah <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Peter Dsouza <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#5224894] - Order No 9593982005 AWB FP110622002293 Order Delivered to the Wrong address

I don't understand how this is a small/normal case, this is not the first case, and we want an improvement/solution to avoid complains from this kind of issues from courier partners. We don't want customers to do the courier partners job by going and collecting item from wrong location.

@Muzahir Abbas<mailto:[email-masked]> - Please don't take all this personally, this is all business, and we are serving customers, just do the right thing and ask courier partner to do the right thing and nobody will come to this situation (as per SOP's is this mention to leave customers parcel at their door step without their knowledge/consent), we as a customer service team is highlighting issues which can trigger customer complaining to DED.

@Ashish Karini<mailto:[email-masked]> - I have sent you a message on team yesterday, can we have a small 5min chat/meet.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
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%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Muzahir Abbas <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, November 8, 2022 12:29 PM
To: Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Ashish Karini <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>; OLM DXB <[email-masked]<mailto:[email-masked]>>; Raja Ramachandran <[email-masked]<mailto:[email-masked]>>; Ahmed Zoher <[email-masked]<mailto:[email-masked]>>; Sanaa.Hammad <[email-masked]<mailto:[email-masked]>>; syed.ataullah <[email-masked]<mailto:[email-masked]>>; Nada Hattar <[email-masked]<mailto:[email-masked]>>; Peter Dsouza <[email-masked]<mailto:[email-masked]>>; Sameer Sadiq <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#5224894] - Order No 9593982005 AWB FP110622002293 Order Delivered to the Wrong address

@Anslem Misquitta<mailto:[email-masked]>

A very short statement of the customer is explained as a story from the home box team . Kindly always attached customer conversation as reference in your emails . Normal operation cases are escalated till level 3 that is no need at all . We are regularly working to improve all such small cases to improve and run operation smoothly .

From: Anslem Misquitta<mailto:[email-masked]>
Sent: 08 November 2022 11:20
To: Ashish Karini<mailto:[email-masked]>
Cc: Sameer Hasan<mailto:[email-masked]>; Murtaza Kutiyanawala<mailto:[email-masked]>; Sabry Yousef<mailto:[email-masked]>; HomeBox Customercare UAE<mailto:[email-masked]>; Home Box<mailto:[email-masked]>; Muzahir Abbas<mailto:[email-masked]>; OLM DXB<mailto:[email-masked]>; Raja Ramachandran<mailto:[email-masked]>; Ahmed Zoher<mailto:[email-masked]>; Sanaa.Hammad<mailto:[email-masked]>; syed.ataullah<mailto:[email-masked]>; Nada Hattar<mailto:[email-masked]>; Muzahir Abbas<mailto:[email-masked]>; Sameer Hasan<mailto:[email-masked]>; OLM DXB<mailto:[email-masked]>; Peter Dsouza<mailto:[email-masked]>
Subject: RE: [#5224894] - Order No 9593982005 AWB FP110622002293 Order Delivered to the Wrong address

Hi Ashish,

I hope this mail finds you in good health.

This is the issue that we are talking about, but no solution is provided to customer service.

Time and again courier person leave the item outside the customers house without their knowledge/consent and that becomes an unnecessary complain to the contact center.
Even in POD its is clearly mentioned that item is delivered to Danube Glitz 1 when the address mentioned for delivery is Danube Glitz 3.

Customer has contacted us and inform us that he has already collected the parcel from the wrong location, as the person who received the parcel at the wrong location called customer (as his number was on the parcel) and asked to collect it from him. (This may not happen every time)

@Peter Dsouza<mailto:[email-masked]> - Can we produce a solution on this to avoid this from happening in the future, because it will be very difficult for us to track all this disputes between the White Wednesday Sale and this can take our and courier partners time and tis can delay the process of delivery.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
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%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Home Box <[email-masked]<mailto:[email-masked]>>
Sent: Monday, November 7, 2022 9:09 PM
To: Muzahir Abbas <[email-masked]<mailto:[email-masked]>>; OLM DXB <[email-masked]<mailto:[email-masked]>>
Cc: Sameer Hasan <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; [email-masked]; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#5224894] - Order No 9593982005 AWB FP110622002293 Order Delivered to the Wrong address

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

As per tracking ID (FP110622002293) the order has been delivered.

The Customer Mentioned that someone contacted with him from the opposite building, mentioning that he recived a delivery with the customer information,

Kindly contact the customer on the following phone number (523804955) to arrange an urgent delivery.

Order number:9593982005
AWB:FP110622002293

Best Regards,
Samer Aburamadan

On Mon, 7 Nov at 9:05 PM , Abdullahshanmugam <[email-masked]<mailto:[email-masked]>> wrote:
Dear Team,

As per tracking ID (FP110622002293) the order has been delivered.

The Customer Mentioned that someone contacted with him from the opposite building,

Kindly contact the customer on the following phone number (523804955) to arrange an urgent delivery.

Order number:9593982005
AWB:FP110622002293

Best Regards,
Samer Aburamadan

5224894:1125156

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