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

Herewith is a letter from Lulu Hypermarket about the incident. One of our readers forwarded our entry to the maangement and was answered promptly. However, I was just wondering why the reader got a reply from Lulu Management and I wasn't replied to, when I sent an email to them, to the same address, to complain last Friday night? Also, we were CCied to the readers' email to the management with links to our email addresses. So why didn't they CC us nor email us directly? Read below his email.

-----Original Message-----
From: Thomas (Secretary) [mailto:XXXXXXXX@luluhypermarket.net.qa]
Sent: Saturday, February 02, 2008 10:06 PM
To: XXXXX@gmail.com (email address of reader)
Cc: headoffice@emkegroup.ae
Subject: Customer complaint - reg.
Importance: High
** High Priority **
Dear Mr. Abraham,
Thank you very much for your mail to our Managing director, and your kind wishes for him.
I have found out that no such complaint is registered either with our Customer service or with the Lulu Management. There was a minor incident reported with our security agency regarding a lady doing the price survey, who was asked by our security officers to obtain the permission from the office to do so. As a policy we do require to be informed in our customer service desk regarding any survey conducted inside our premises during the working hours.

Let me make it very clear that we have no problem in any customer taking down the prices; one can even obtain the prices from our customer service over phone during working hours. In fact Ministry of Consumer Affairs publish the price list of the major merchandise in all the leading hypermarkets including ours in their  website and update it every Saturday.  We do a great deal of advertising with our products and prices regularly; obviously we have nothing to gain from stopping a customer from checking the prices. You would appreciate that there must have been some provocation other than just taking down the prices. Of course all these assumptions are based only from the feed back we got from our Security agency and we do not have the version of our valued
customer.  If any such incident is reported we would be taking serious disciplinary action against all those who are involved, but we cannot do this as a reaction to a blog post. The customer is free to contact anyone from our office at any time if she has a genuine complaint. Better still if you have any contact details of the lady concerned, I am more than happy to contact her and get her side of the incident and act immediately on the matter. Lulu hypermarket has grown from its humble origin to its present stature only because of the patronage of millions of beloved customers like you and we will not let it be jeopardized by such incidents. We value your business and thank our customers for their support. Hope to hear from you soon, Thank you once again for bringing this matter to our notice.

Regards
Mohamed Althaf
Regional Director