Subject: Customer Complaint for Order ID 9754976628
From: Jessie Caparas <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Seeta Seeta <[email-masked]>, Abdullah <[email-masked]>
Cc: saurabh <[email-masked]>, "[email-masked]" <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Tue, 17 Sep 2019 11:32:15 +0000

Hi All,

Please check ticket 156468.

The customer sent us an email last September 12 to check on the status of a Click and Collect order which the agent has replied on the same day.

After 3 days, the customer sent a follow up email checking on the status since there was no SMS/email confirmation to collect the order, however, there has been no reply from the LSM team until today.

Due to that, the email has been directly sent to CEO of Landmark (Check the screenshot below)

This is why we are stressing the importance of efficiently working on all unresolved tickets and constantly checking with the team daily to ensure we don't miss out on anything.

Why was there no reply 2 days after the customer replied? The status of this ticket has been changed to OPEN since the customer did send an email reply to follow up on her query?

Thank you and Kind Regards,
Jessie Caparas
Email: [email-masked]<mailto:[email-masked]>
T: +97145172087

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