Subject: Re: Store Complaint
From: Olfat Hussein <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Jainul Ameer Mohammed Hussain <[email-masked]>, Bopaiah Monnappa <[email-masked]>, seeta.seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Jessie Caparas <[email-masked]>, Manish Kumar <[email-masked]>, Escalations Dxbteam <[email-masked]>, Mohd Rafeeq <[email-masked]>, Praveen Jawadi <[email-masked]>, Splash Moe <[email-masked]>
Date: Thu, 22 Apr 2021 14:19:00 +0000

Dear All,

Customer called back, and explained that he didn’t come back to shop at any CP store due to the bad experience he had in our store.
I apologized and requested to meet the customer personally to give him the voucher and he’ll be coming to the store over the weekend.
His only comment and disappointment that the complaint took almost 3 months to be resolved.

Regards,
Olfat Hussein

Get Outlook for iOS<https://aka.ms/o0ukef>
________________________________
From: Olfat Hussein <[email-masked]>
Sent: Thursday, April 22, 2021 5:29 PM
To: Apoorv Joshi
Cc: Jainul Ameer Mohammed Hussain; Bopaiah Monnappa; seeta.seeta; Shakeeb Arsalan; Nikhil Bishnoi; Jessie Caparas; Manish Kumar; Escalations Dxbteam; Mohd Rafeeq; Praveen Jawadi; Splash Moe
Subject: RE: Store Complaint

Dear Apoorv,

I have discussed the complaint with Splash manager, and we will issue the customer a 150 AED voucher to spend in splash as a form of apology.
I tried reaching out to the customer, but he didn’t answer, I will call him again tomorrow.

In the future, please send us directly any customer complains as soon as you receive them.

Regards,

From: Apoorv Joshi <[email-masked]>
Sent: Wednesday, April 21, 2021 11:54 AM
To: Olfat Hussein <[email-masked]>
Cc: Jainul Ameer Mohammed Hussain <[email-masked]>; Bopaiah Monnappa <[email-masked]>; seeta.seeta <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Nikhil Bishnoi <[email-masked]>; Jessie Caparas <[email-masked]>; Manish Kumar <[email-masked]>; Escalations Dxbteam <[email-masked]>; Mohd Rafeeq <[email-masked]>; Praveen Jawadi <[email-masked]>
Subject: Re: Store Complaint

External email sender, please take precaution.
Dear Olfat,

Thank you for your update.

Customer raised this complaint on Feb 2, 2021.

Regards,
Apoorv

________________________________
From: "Olfat Hussein" <[email-masked]<mailto:[email-masked]>>
To: "Jainul Ameer Mohammed Hussain" <[email-masked]<mailto:[email-masked]>>, "Bopaiah Monnappa" <[email-masked]<mailto:[email-masked]>>
Cc: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Mohd Rafeeq" <[email-masked]<mailto:[email-masked]>>, "Praveen Jawadi" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, April 14, 2021 11:30:39 AM
Subject: Re: Store Complaint

Dear All,

This complaint is over two months old, and the voucher promotion ended on 14th of February, hence I need to understand when did the customer raise this complaint to know how to deal with it accordingly.
Moving forward any customer complaint raised please ensure it’s forwarded to me directly (BM) and the store ABM - Bopaiah along with the brand in charge related to the complaint.
@Jainul Ameer Mohammed Hussain<mailto:[email-masked]> we need to ensure we have a gift voucher ready for the customer to apologize for the inconvenience this has caused him.

Regards,
Olfat Hussein

Get Outlook for iOS<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Faka.ms%2Fo0ukef&data=04%7C01%7COlfat.Hussein%40landmarkgroup.com%7C535dd0490cf5405b18d608d9049a906a%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637545884168575999%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=9eCoDDPRmupVOX4%2FpK5BvqtZcD1yLMx9Vl9oCwwYkEk%3D&reserved=0>
________________________________
From: Jainul Ameer Mohammed Hussain <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, April 14, 2021 8:50:15 AM
To: Olfat Hussein <[email-masked]<mailto:[email-masked]>>; Bopaiah Monnappa <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>; Mohd Rafeeq <[email-masked]<mailto:[email-masked]>>
Subject: Re: Store Complaint

Hi @Olfat<mailto:[email-masked]> / @Bopaiah<mailto:[email-masked]>

Please find below customer complain statement and kindly request you to investigate the same and share the status.

Best Regards
M.Hussain
Operation Executive - Centrepoint
M : +971 561 997 151

________________________________
From: Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, April 13, 2021 7:48 PM
To: Manish Kumar; Escalations Dxbteam; Jainul Ameer Mohammed Hussain
Cc: seeta.seeta; Shakeeb Arsalan; Apoorv Joshi; Nikhil Bishnoi
Subject: RE: Store Complaint

@Jainul Ameer Mohammed Hussain<mailto:[email-masked]>

Can you please help us on the below complaint for CP MOE?

This is what the customer wrote to us:

Since three days I visited MOE branch and I bought some items with range 800AED and the agent provide me with two voucher each is 300AED. I checked the condition of the vouchers and I visited the branch again today and I picked items with 1000AED so I could pay 400 and get the two vouchers value which is 600AED. However after long queue the agent told me you need to buy not discounted items only however the voucher mentioned the not discounted for the voucher value which is 300 and the other required 200 could be any thing and I confirmed the same from the customer support girl . After along discussion with the agent girl she requested me to bring only not discounted items so I asked again and the hall team informed me no the voucher value applied on all the full price items however you could add discounted items to complete the 500AED and get the voucher. So I picked some items again and after long queue the agent girl told me you need only not discounted items and then I called the hall girl then they talked and she changed her wards and said you can take discounted items from splash or show mart only. At this moment I requested the manager of the branch and his name is Sumit and I can’t believe that you have such customer service or customer facing skills as he told me many times that I’m miss understanding and I should believe what he said even if it’s not written in the condition and he said this is the policy and do whatever you need!!!! I’m really disappointed from such person and wonder how he is the manager of the branch and he can’t handle or even talking in good manner with the customers . He doesn’t learn any thing about the customer satisfaction and loyalty. Really I’m very frustrated from his way of communication and I think you should consider this as it’s impacting your customer relation BR Islam Adel 0509099324

Thank you and Kind Regards,

Jessie Caparas

T: +97145172087

From: Manish Kumar <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, April 7, 2021 11:41 AM
To: Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Cc: seeta.seeta <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Store Complaint

External email sender, please take precaution.

Hi Team,

Please advise to close the below, we have asked the customer to share images of the voucher he had received however he replied as below.

"I don’t have the vouchers any more. As it’s useless and the case I opened is for the team attitude and behavior especially the duty manager. I’m not sure how the vouchers will help here ?"

Thank you for your help.

Regards,

Manish

________________________________

From: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
To: "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Cc: "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 1, 2021 3:16:21 PM
Subject: Store Complaint

Hi Team,

Case id - 2050033

Customer name: Islam Adel

Customer email id: [email-masked]<mailto:[email-masked]>

Customer contact number: 509099324

The customer was given 2 vouchers worth 300 each for the shopping at MOE. The customer came to us on Feb 02 with the issue. However when the customer reached the MOE, she was being told voucher can not be redeemed on discounted items.

The cashier told that the voucher can be redeemed only at babyshop or shoemart for discounted items. The customer asked for the manager and Sumit attended and misbehaved with the customer. He told the customer that the terms and conditions are not mentioned and they are applicable and you can't buy discounted items from the vouchers. He told the customer do whatever you can, but terms & conditions are applicable even if they are not fully mentioned on the voucher.

Kindly assist.

Regards,

Nikhil.

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com