Life on the Spot! Life and Leisure in Doha, Qatar

Thanks to the concern and support of one Mr. Abraham who read my story on our blog and one of the internet forums in Doha, who then later on emailed and forwarded my story to the Lulu Hypermarket Head Office in UAE.  Surprisingly though, we also emailed the same story to the said office but it was only Mr. Abraham’s letter they got.  Anyway, he was kind enough to send me a copy of the email from Mr. Althaf, Lulu Hypermarket’s Regional Director and upon receiving that email, I wasted no time and emailed Mr. Althaf myself.

After two days of correspondence with Mr. Althaf’s office, my husband and I together with our daughter finally met with him to clarify things and set matters straight.  The meeting was at 6:00 pm.  As soon as we arrived in the office, we were met by his secretary Mr. Thomas Jose who led us to a receiving room.  Then a few minutes later, Mr. Keith Smith, the Operations Manager of Lulu Hypermarket kept us company while we were waiting for Mr. Althaf.  According to Mr. Smith the whole incident was blown out of proportion by the security staff, “a mountain out of a mole hill”, and that I shouldn't have been put through such experience by the security.  We were just warming up with Mr. Smith when Mr. Althaf entered the room.

We exchanged pleasantries after which he started to express his apologies on behalf of the Lulu Management.  He started by saying that there was no excuse for the way I was treated by their security and although the security personnel is being an outsourced, provided by a contracting company, he explicitly told us that it was Lulu’s responsibility.  He even said that everything that happens in Lulu is its accountability.  Mr. Althaf explained about the company’s policy on writing down of prices.  According to him, it is in fact the company’s policy for someone to get permission from the Customer Service if that person is conducting a survey and by survey that means, if it is being done by a the government or another agency for that matter.  He stressed that the company has always been open regarding the prices of their items and in fact even publishes their listings in leading newspapers here in Doha.  Even people from their competitors can freely visit the store and observe as long as they ask permission from Customer Service.  But ordinary consumers/customers can write down the prices without asking permission as long as it does not cause any nuisance and trouble to other customers.  Having said this, Mr. Althaf, said that what happened to me was unacceptable.  I was telling him and Mr. Smith that it’s was so hurtful especially because we have been loyal customers at Lulu to which he said that the incident is not right even if it happens to someone who visits Lulu for the first time or even to someone who’s being sent by a competitor.  He has explicitly expressed that he wouldn’t have liked it if the same thing happens to her wife in some shopping establishment.  Or if it was him who was in such situation, he would have reacted aggressively. He even added that the matter should have been over right after one of the staff approached me for the first time. We even said that we were open to reviewing any video surveillance but he insisted that there was no need.

They have taken steps internally to respond to this incident, including having given the contracting company a warning of an impending termination of their contract if and when another incident of the same nature happens.  They were also going to have a meeting with the security staff this morning to discuss the matter. We were asked what course of action we would like them to take; he even mentioned termination of the people involved.  But we told Mr. Althaf that it never was our intention to have these people terminated as we understand that these people, like us are also here to earn a living and termination would be a very harsh consequence. We just hope that management would give them more training with regards to their policies and customer interaction and so that such situation should not arise again.

Before we left, Mr. Smith asked why I wrote down “No to Lulu for life” and would it still be applicable now.  Well I told him that at that time, I was so angry and upset with how I was treated.  I also told him that any person in his/her right mind wouldn’t want to go back to a place where he/she has had a horrible experience.  Mr. Althaf was telling me that I should go shopping again in Lulu.  I honestly told him that I’d be reluctant to go back there after all that has happened.  Mr. Smith asked what would be my reaction if I saw the same people who were involved in the incident; he asked whether I’d still be angry and be vindictive.  I said that I am actually more scared for myself.  I’m scared that the same staff would treat me with indifference and hostility. But both Mr. Smith and Mr Althaf assured me that this won’t be the case and that they’re the ones who should be scared of me.  Mr. Smith even said that he can even escort me inside if I want him to.

After all that’s said and done, we are more than relieved that this issue has been addressed and finally put to a close; the fact that that the Management of Lulu took the initiative to set things straight is more than enough for us and is commendable.  I have no grudges, no ill-feelings against Lulu.  Once the matter has been addressed then that’s it.  We are reasonable people and we listen to reason.