Lulu Hypermarket' s Apology
Below is the direct response we received from the Regional Director of Lulu. We would be setting up a meeting with him this afternoon. Hopefully, all is well that ends well and no one gets terminated. We hope Lulu Hypermarket would provide more trainings to its staff on how to handle such situation and not let it escalate to what happened with me. Read the letter below...
________________________________________
Dear Madam,
Dear Madam,
This is the first time that this matter has come to my notice and let me start with a profound apology on behalf of the entire Lulu staff and the Management.
As a commercial establishment we do have a policy with regard to price surveys as practiced in the retail industry. But let me assure you that it does not infringe anyway our customers' rights. After reading your mail I have no reason not to believe you and I share your agony. I have spoken to the Chief of our Security contractor already and warned him that his contract with us will be terminated if any such complaints are received in future. I know such actions alone will not compensate for the trouble you had to go through. We are not treating this matter as a minor security issue but have taken this incident as a serious breach of our code of conduct for the staff. We have ordered an internal enquiry in to the matter and I would request your help in identifying the Security personnel involved in this incident and assure you that they will face strict disciplinary action that might include termination from the service. If you would like to peruse that matter further with the police or any other local government authority, we will cooperate with you and see that justice is done. Lulu Hypermarket value our customers' safety, security and satisfaction more than anything.
I would also like you to visit me at my office any time for further clarification on the matter over a cup of coffee. My office no is *****/*****and you could contact my office for any feedback on the matter or if you could give us your contact we will get back to you. We definitely value your business and would request you to continue to do business with us. It is because of the patronage of customers like you that we have reached here from our humble origin. if you think that anything more need to be done please let me know. I would like to hear your thoughts on the matter and would proceed further as soon as I hear from you.
With thanks & best regards,
Mohamed Althaf
Regional Director
As a commercial establishment we do have a policy with regard to price surveys as practiced in the retail industry. But let me assure you that it does not infringe anyway our customers' rights. After reading your mail I have no reason not to believe you and I share your agony. I have spoken to the Chief of our Security contractor already and warned him that his contract with us will be terminated if any such complaints are received in future. I know such actions alone will not compensate for the trouble you had to go through. We are not treating this matter as a minor security issue but have taken this incident as a serious breach of our code of conduct for the staff. We have ordered an internal enquiry in to the matter and I would request your help in identifying the Security personnel involved in this incident and assure you that they will face strict disciplinary action that might include termination from the service. If you would like to peruse that matter further with the police or any other local government authority, we will cooperate with you and see that justice is done. Lulu Hypermarket value our customers' safety, security and satisfaction more than anything.
I would also like you to visit me at my office any time for further clarification on the matter over a cup of coffee. My office no is *****/*****and you could contact my office for any feedback on the matter or if you could give us your contact we will get back to you. We definitely value your business and would request you to continue to do business with us. It is because of the patronage of customers like you that we have reached here from our humble origin. if you think that anything more need to be done please let me know. I would like to hear your thoughts on the matter and would proceed further as soon as I hear from you.
With thanks & best regards,
Mohamed Althaf
Regional Director
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