Subject: Re: [#2024251] - Complaint
From: Shakeeb Arsalan <[email-masked]>
To: Akshay Berry <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Sat, 10 Apr 2021 04:40:45 -0700 (MST)

Hi Akshay, 

Closed. 

Regards 
shakeeb 

From: "Akshay Berry" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "escalations dxbteam" <[email-masked]> 
Sent: Saturday, April 10, 2021 12:03:19 PM 
Subject: FW: [#2024251] - Complaint 

Team, 

Please reply and close the ticket 2024251. 

Regards, 

Akshay Berry 

Email: [ mailto:[email-masked] | [email-masked] ] 

T: +971 4 5172125 

From: Osama Al Malawani <[email-masked]> 
Sent: Thursday, April 8, 2021 6:06 PM 
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]> 
Cc: Escalations Dxbteam <[email-masked]>; Akshay Berry <[email-masked]>; Muralidhar Menon <[email-masked]>; Alaa El Din Ahmed Mohamed Khalil <[email-masked]>; Mohamed Khairy Ali Mohamed Mansour <[email-masked]>; Mohammed Morsy <[email-masked]>; Prakash Iyangar <[email-masked]> 
Subject: RE: [#2024251] - Complaint 

Hi Mahmoud 

The issue was resolved long time back as per the attached email 

Rgds 

Osama 

From: Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, April 6, 2021 3:48 PM 
To: Osama Al Malawani < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Akshay Berry < [ mailto:[email-masked] | [email-masked] ] >; Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] >; Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Morsy < [ mailto:[email-masked] | [email-masked] ] >; Prakash Iyangar < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#2024251] - Complaint 

Hi [ mailto:[email-masked] | 
@Osama Al Malawani ] 

Can we get update on below ! 

Thanks 

Mahmoud 

From: Akshay Berry < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, March 25, 2021 7:38 PM 
To: Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] >; Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; Osama Al Malawani < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Morsy < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#2024251] - Complaint 

Hi [ mailto:[email-masked] | 
@Osama Al Malawani ] [ mailto:[email-masked] | 
@Mohammed Morsy ] , 

Any update if this complaint was resolved. 

Regards, 

Akshay Berry 

Email: [ mailto:[email-masked] | [email-masked] ] 

T: +971 4 5172125 

From: Akshay Berry 
Sent: Wednesday, March 17, 2021 6:23 PM 
To: Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] >; Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; Osama Al Malawani < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Morsy < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#2024251] - Complaint 

Sure, this is noted. 

[ mailto:[email-masked] | @Osama Al Malawani ] [ mailto:[email-masked] | 
@Mohammed Morsy ] Please update for the complaint below so we can reply to the customer and close the case. 

Regards, 

Akshay Berry 

Email: [ mailto:[email-masked] | [email-masked] ] 

T: +971 4 5172125 

From: Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, March 16, 2021 10:51 PM 
To: Akshay Berry < [ mailto:[email-masked] | [email-masked] ] >; Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; Osama Al Malawani < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] >; Mohammed Morsy < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: [#2024251] - Complaint 

Dear Akshay 

Please include Osama & Morsy in the mailing list for Egypt 

Kind regards 

Menon 

From: Akshay Berry < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, March 16, 2021 7:05:14 PM 
To: Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#2024251] - Complaint 

Hi All, 

Any update if this has been resolved? 

Regards, 

Akshay Berry 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +971 4 5172125 

From: Max < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, February 4, 2021 4:06 AM 
To: Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: [#2024251] - Complaint 

External email sender, please take precaution. 

Hi Team, 

With regards to the ticket ID 2024251, the customer is complaining regarding the behavious of Mr. Waleed Esam from Merryland branch on Jan 26. The customer is looking for an apology. 

Customer Name: Milad Naguib 
Mobile No: 012 2115 1012 
Email: [ mailto:[email-masked] | [email-masked] ] 

Below is the concern: 

What happened: 
My family was standing in a separate corner, -no customers beside us-, and my wife removed the mask as she had a difficulty in breathing, then Mr. Esam came to speak to my wife, she replied gently; I can’t breathe properly, but he kept talking loudly and on public to her, and she put on the mask again. When I blamed him (individually) on the “way” he presents his request to the customer specially when the customer is a lady, he kept talking in the same angry and aggressive way, and said; 
( لو دخل ظابط يشمع لى المحل ). 
I will not comment on the language he uses, which does not meet the standards of Max stores. This sentence indicates that he doesn’t care about the customer, although one of his duties as a branch manager is to guarantee customer satisfaction, and to present his comments in a decent way; as an example for the rest of the staff!!! 
I asked him to talk to the manager, and he replied loudly; I’m the manger here!! 
I asked another staff to get a complaint form, and even before I write it, Mr. Waleed told the staff member to write on complaint form; ( اكتب عليها : لعدم ارتداء الكمامة )!!. Strange to say so on public!! 

Upon leaving he tried to apologize to me only in a low voice, and I asked him to apologize in the same way he talked to my wife (loudly and on public), but he didn’t have enough courage to do so. 

Conclusion: 
We were mistreated and insulted by a branch manager; Mr. Waleed Esam, loudly and on public inside one of Max stores; 

· He spoke in an angry and aggressive way to a lady in front of many customers (loudly and on public). This is not acceptable at all levels. 
· When I blamed him (individually), he kept talking in the same aggressive way (loudly and on public). This is not acceptable at all levels. 
· When I asked to write a complaint he told the staff (loudly and on public) to write on it (whatever), indicating that staff can “tamper” customer complaints. This is a serious reaction indicating that he orders the staff to “handle” the complaint before being sent to the concerned monitoring department. 

So, for Max company you have all rights to validate my complaint and take “internal” necessary actions, while the “insult” presented to my wife (loudly and on public) at your store was not treated!! 

Until I get a feedback from Max management, I have all the rights to use the “public channels” to obtain the proper apology. 

Side note: some of the branch staff lowered the mask from their noses. Please check the camera recording. 

Kindly assist. 

Regards, 
Nikhil. 

2024251:1125156 

kind regards 
Menon 

From: Akshay Berry < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, March 16, 2021 7:05:14 PM 
To: Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Max < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: [#2024251] - Complaint 

Hi All, 

Any update if this has been resolved? 

Regards, 

Akshay Berry 

Email: [ mailto:[email-masked] | 
[email-masked] ] 

T: +971 4 5172125 

From: Max < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, February 4, 2021 4:06 AM 
To: Alaa El Din Ahmed Mohamed Khalil < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Khairy Ali Mohamed Mansour < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Muralidhar Menon < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: [#2024251] - Complaint 

External email sender, please take precaution. 

Hi Team, 

With regards to the ticket ID 2024251, the customer is complaining regarding the behavious of Mr. Waleed Esam from Merryland branch on Jan 26. The customer is looking for an apology. 

Customer Name: Milad Naguib 
Mobile No: 012 2115 1012 
Email: [ mailto:[email-masked] | [email-masked] ] 

Below is the concern: 

What happened: 
My family was standing in a separate corner, -no customers beside us-, and my wife removed the mask as she had a difficulty in breathing, then Mr. Esam came to speak to my wife, she replied gently; I can’t breathe properly, but he kept talking loudly and on public to her, and she put on the mask again. When I blamed him (individually) on the “way” he presents his request to the customer specially when the customer is a lady, he kept talking in the same angry and aggressive way, and said; 
( لو دخل ظابط يشمع لى المحل ). 
I will not comment on the language he uses, which does not meet the standards of Max stores. This sentence indicates that he doesn’t care about the customer, although one of his duties as a branch manager is to guarantee customer satisfaction, and to present his comments in a decent way; as an example for the rest of the staff!!! 
I asked him to talk to the manager, and he replied loudly; I’m the manger here!! 
I asked another staff to get a complaint form, and even before I write it, Mr. Waleed told the staff member to write on complaint form; ( اكتب عليها : لعدم ارتداء الكمامة )!!. Strange to say so on public!! 

Upon leaving he tried to apologize to me only in a low voice, and I asked him to apologize in the same way he talked to my wife (loudly and on public), but he didn’t have enough courage to do so. 

Conclusion: 
We were mistreated and insulted by a branch manager; Mr. Waleed Esam, loudly and on public inside one of Max stores; 

· He spoke in an angry and aggressive way to a lady in front of many customers (loudly and on public). This is not acceptable at all levels. 
· When I blamed him (individually), he kept talking in the same aggressive way (loudly and on public). This is not acceptable at all levels. 
· When I asked to write a complaint he told the staff (loudly and on public) to write on it (whatever), indicating that staff can “tamper” customer complaints. This is a serious reaction indicating that he orders the staff to “handle” the complaint before being sent to the concerned monitoring department. 

So, for Max company you have all rights to validate my complaint and take “internal” necessary actions, while the “insult” presented to my wife (loudly and on public) at your store was not treated!! 

Until I get a feedback from Max management, I have all the rights to use the “public channels” to obtain the proper apology. 

Side note: some of the branch staff lowered the mask from their noses. Please check the camera recording. 

Kindly assist. 

Regards, 
Nikhil. 

2024251:1125156 
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