Subject: RE: [#151046] - Etisalat Smiles Voucher Redmption Issue.
From: Malik Ismail <[email-masked]>
To: Preeti Nayak <[email-masked]>, Raveen Sethupathy <[email-masked]>, Centrepoint <[email-masked]>
Cc: Ron Thomas <[email-masked]>, Julius Rodrigues <[email-masked]>, Jason Dsouza <[email-masked]>, Namrita Kanjani <[email-masked]>, Escalations Dxbteam <[email-masked]>, Seeta Seeta <[email-masked]>
Date: Thu, 26 Sep 2019 13:22:40 +0000

Dear Preeti,

Any update ?

Customer keep follow-up.

Kind Regards,
Malik Ismail
From: Preeti Nayak
Sent: Monday, September 09, 2019 11:50 AM
To: Malik Ismail <[email-masked]>; Raveen Sethupathy <[email-masked]>; Centrepoint <[email-masked]>
Cc: Ron Thomas <[email-masked]>; Julius Rodrigues <[email-masked]>; Jason Dsouza <[email-masked]>; Namrita Kanjani <[email-masked]>; Escalations Dxbteam <[email-masked]>
Subject: RE: [#151046] - Etisalat Smiles Voucher Redmption Issue.

Dear malik,

Noted on the below.
Will speak to the store team and resolve.

Regards,
Preeti

From: Malik Ismail <[email-masked]<mailto:[email-masked]>>
Sent: Monday, September 09, 2019 9:05 AM
To: Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>; Centrepoint <[email-masked]<mailto:[email-masked]>>; Preeti Nayak <[email-masked]<mailto:[email-masked]>>
Cc: Ron Thomas <[email-masked]<mailto:[email-masked]>>; Julius Rodrigues <[email-masked]<mailto:[email-masked]>>; Jason Dsouza <[email-masked]<mailto:[email-masked]>>; Namrita Kanjani <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#151046] - Etisalat Smiles Voucher Redmption Issue.

Dear Preeti,

Please assist on below.

Customer have e- voucher worth AED 500/- from Etisalat Smiles for Land Mark Group and he visited the Splash store located in Dubai Outlet Mall for the purchase but store team not accept the voucher.

However, he was able to redeem the same voucher at ShoeMart store at same location.

Kind Regards,
Malik Ismail
Web Team | Landmark Group
[email-masked]<mailto:[email-masked]>
M : +971 50 89 678 15
From: Raveen Sethupathy
Sent: Monday, September 09, 2019 8:46 AM
To: Centrepoint <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>
Cc: Ron Thomas <[email-masked]<mailto:[email-masked]>>; Julius Rodrigues <[email-masked]<mailto:[email-masked]>>; Jason Dsouza <[email-masked]<mailto:[email-masked]>>; Namrita Kanjani <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Re: [#151046] - Etisalat Smiles Voucher Redmption Issue.

@Malik Ismail<mailto:[email-masked]>

--

Raveen Sethupathy

Digital Marketing Coordinator

Web Team | Landmark Group

m: +971566909499

t: +97145172141

________________________________
From: Centrepoint <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, September 8, 2019 7:55 PM
To: [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Cc: Raveen Sethupathy <[email-masked]<mailto:[email-masked]>>; Ron Thomas <[email-masked]<mailto:[email-masked]>>; Julius Rodrigues <[email-masked]<mailto:[email-masked]>>; Jason Dsouza <[email-masked]<mailto:[email-masked]>>; Namrita Kanjani <[email-masked]<mailto:[email-masked]>>; Escalations Dxbteam <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#151046] - Etisalat Smiles Voucher Redmption Issue.

External email sender, please take precaution.
Hi Team,
​
Please take a look at ticket #151046<https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/151046> raised by Abhishek Agnihotri

Customer have accumulated a few Etisalat Smiles points and redeemed the same for a voucher worth AED 500/- from Land Mark Group.

He visited the Splash store located in Dubai Outlet Mall for the purchase and upon presenting the voucher was told that the same is not acceptable as per the store policy.

He spoke with the store manager and was told that these vouchers are not acceptable in this store while he can go to any other Splash store and redeem the voucher.

He tried contacting with customer service on 800-775274 which had no clue regarding the same and stated that they serve queries from online shopping clients only.

However, he was able to redeem the same voucher at ShoeMart which is located just next to the same Splash store in the same location.

Please help us to get a resolution in this case since customer wants to know why he was rejected at Splash store. Attached the details of the voucher.

​Thanks
​Kavish Sharma
The Support Team
On Sun, 8 Sep at 7:25 PM , Centrepoint <[email-masked]<mailto:[email-masked]>> wrote:
Hi Abhishek,

Thanks a lot for the screenshot.

We are now escalating the case to our internal team to get this checked.

We will notify you as soon we receive an update from our team.

Our goal will be to resolve the issue at the earliest, please be rest assured.

We value your relationship with us. Please feel free to contact us, in case if you have any issues,we would be more than happy to help you.

Your Friends,
The Support Team
On Sun, 8 Sep at 3:42 PM , Abhishek Agnihotri <[email-masked]<mailto:[email-masked]>> wrote:
Dear Team,

Please find attached a screenshot of the voucher.

Also note a second screenshot which states that this voucher is acceptable
at Outlet Mall Dubai (as per Etisalat conditions).

Appreciate an urgent response.

Thanks.. Abhishek
050-2895654

[https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjA0MzA0NTYzNjIyOCwiZG9tYWluIjoibGFuZG1hcmtncm91cHNlcnZpY2UuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjExMjUxNTZ9.MBvE6C7OMa6wM30_5IKcVodULd3UKFMrXjGCp8Yuuo8]
[https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjA0MzA0NTYzNjIyNywiZG9tYWluIjoibGFuZG1hcmtncm91cHNlcnZpY2UuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjExMjUxNTZ9.1I5aoGchKpwpQUNyvqi35WRFbG0IzKjuVz1WxdiIgGo]

On Sun, Sep 8, 2019 at 3:25 PM Centrepoint <[email-masked]<mailto:[email-masked]>> wrote:
Hi Abhishek,
​
Greetings for the day!
​

Thank you for contacting us.
​
We are truly sorry to hear that you were not assisted properly by our store staff member. This is surely not the experience we want our customers to have when they shop with us.

We take matters like these very seriously.

In order top further and check the exact details of the voucher, we would request you to please help us with the voucher details.

Also, in case if you have a screenshot available where its written that it is applicable for all Landmark outlets.

We value your relationship with us. Please feel free to contact us, in case if you have any issues,we would be more than happy to help you.
​

Your Friends,
The Support Team
On Sat, 7 Sep at 1:50 PM , Abhishek Agnihotri <[email-masked]<mailto:[email-masked]>> wrote:
To,

The Manager
Customer Service
Splash - Land Mark Group.

Dear Sir,

This is in regard with my Etisalat - Smiles voucher which I tried to redeem at one of your Splash stores.

I have accumulated a few Etisalat Smiles points and redeemed the same for a voucher worth AED 500/- from Land Mark Group.

Visited the Splash store located in Dubai Outlet Mall for the purchase and upon presenting the voucher was told that the same is not acceptable as per the store policy.

Spoke with the store manager and was told that these vouchers are not acceptable in this store while I can go to any other Splash store and redeem the voucher.

Tried reasoning with customer service on 800-775274 which had no clue regarding the same and stated that they serve queries from online shopping clients only.

To my surprise, I was able to redeem the same voucher at ShoeMart (another concept under Land Mark Group) which is located just next to the same Splash store in the same location.

Etisalat website does not state any such restriction and their customer service also maintained that no such restriction applies.

I would officially like to make a complaint regarding the same and appreciate if the same can be checked and explained since the overall ordeal caused a load of embarrassment for me and my family who had gone for a shopping session.

Appreciate your quick response on the same.

Thanks

Abhishek Agnihotri
050-2895654

151046:1125156
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