Lulu’s response to the story ‘Lulu Hypermarket trying to detain my Wife!’, posted by xtian001

I am glad about the outcome and thank Lulu Management for their attention.

Blessed are the flexible, for they shall not be bent out of shape!

yes. all's well that ends well.. To quote Xtian from her blog, "We are reasonable people and we listen to reason." But what had happened might be forgiven but not forgotten.

And, after hearing about this incident, i see myself driving more often towards family food centre / dasman hypermarket for my regular shopping. parking is so much easier there as well.. plus the staff in family food centre are so helpful and some even have a smile on their faces.

i felt lulu was so much fun. had been going there ever since it started. i remember waiting for it to start operations when it was still being built but lately with the increase in prices (prices in lulu are the same / or higher as anywhere else anyway), possible parking dangers, attitude of staff, one starts to think the extent of competition and whether the customer actually matters to them.

Anyway, C'est La Vie

glad to hear the issue has been resolved...

all well that ends well.

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We met with the Retail Operations Manager and the Regional director of Lulu last night and 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 along with their response to such incident is more than enough for us and is commendable. We just hope that management would give their staff and contractors more training with regards to their policies and customer interaction and that such situation should not arise again.

I would also like to thank Mr. Abe for his actions as without his email, Doha management wouldn't have acted on the situation as they still haven't received our own email to Lulu Headquarters in UAE.

An entry on our blog details our meeting with Lulu Management

http://lifeonthespot.com/blog/2008/02/lulu_apology_accepted.php

http://www.lifeonthespot.com

I dont think abe should be questioned about why e wrote on behalf of xtian(since he obviously spoke to xtian. His actions are commendable for going out of his way to help her. Its lulu that actions that are in question here, not abe's.

Please keep updating us as we have kept an eye on this inequitable treatment with your wife.

I guess these security staff also stands in those category who act like a MAJOR or some thing very high profiled thats the reason they made such kind off mistake. This is very common phenomena in Qatar when a security staff misbehaves with others.

I advise companies must take some action to teach them a good lesson.

Tallg....i have kept Xtain in the loop all through my communications with Lulu.

However, I appreciate your view and will bear in mind for the future...

Blessed are the flexible, for they shall not be bent out of shape!

abe - I have to agree with SPEED with regards to you acting on their behalf without their permission. It usually ends up confusing matters rather than helping things.

A "community" acts together, having first consulted with each other over the best course of action. Going off by yourself and taking matters into your own hands is not in the spirit of the community ethos.

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http://tall-and-ginger.blogspot.com

Thank u speed...thank you for enlightening.

Blessed are the flexible, for they shall not be bent out of shape!

well am very good in puzzles ! by the way what is 3:104

It is good to help people but not based on one side of the story. One should ensure that "who is right and who is wrong", then you have a right to take necessary step to support the victim (with the permission)

I don't go on words unless I witness or it comes thru reliable sources.

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Speed..u seems to be baffled...'Why would anyone act on their behalf,such as abe?'

Well my answer to you is ....

3:104. Let there be a community of you who invite to what is good, advocate righteousness, and forbid evil. These are the winners.

Blessed are the flexible, for they shall not be bent out of shape!

I think Lulu mgt. responded to my mail because the mail was addressed to their Managing Director, who is based in Abu Dhabi. Mail was send to their corporate office ID, not to Qatar Office. Corporate office in turn, forwarded my mail to Regional Director (probably with a note), who is based here in Doha for further action.

Mails addressed to Local ID may not be reaching the Senior Managers.

Blessed are the flexible, for they shall not be bent out of shape!

"You can get arrested if you pick fruits/veg with left hand...(not actually). But, that is the reasoning of LULU."

----> Tell me that was your joke / sarcasm, it could not be true ...

http://www.mec.gov.qa/en/catalog/catalog.php?BID=39

Consumer Rights Print

Overview

Overview

The Consumer Protection Department of the Ministry of Economy and Commerce (please note that this link opens up to Arabic website) is responsible for:

*

Defining and protecting consumer rights.

*

Ensuring prices of goods and services are fair and reasonable.

*

Investigating consumer complaints.

*

Promoting public awareness of consumer rights.

*

Promoting awareness of obligations to consumers among businesses.

For more information, please click on the following links:

*

Consumer's Duties.

*

Advice on eShopping.

(Please note that the above links open up to Arabic website)

The Red Pope of Qatar Living

I have seen a twelve toe stripper, I have seen one breasted stripper, I have seen a brainless stripper, but never in my life a one legged stripper! Quentin tarantino-Planet Terror--

Why didnt lulu management respond to the original complaint made by xtian and then respond to a third party. Seems to me Lulu were afraid of the publicity amongst the expats on QL and panicked about consumers possibly boycotting lulu...and to cover themselves denied recieving xtians complaint. Besides it doesnt matter what happened or if in fact xtian hurled abuse at them, they have no right to physically restain her, thats assault....its not like she was shoplifting and trying to run away....

Well, i never meant to underestimate you or your wife... don't forget we are on the world of web which has no ends ! I just put down the 3 pages story in 2 paras for the QL members or the new comers for them to understand easily, instead of scratching their head behind the screens ;p

Yes, in my closing lines i did comment based on the discussion on your personal blog. Rest Allah (God) knows the truth!

Pls. update us about your meeting with the LuLu Regional Director !

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You can get arrested if you pick fruits/veg with left hand...(not actually). But, that is the reasoning of LULU.

On one hand there is the sticker which is stuck on fruits & Veg with Amount & Qty. On everything else the Billing provides you with a detail Rate x Qty = Amt.

So why was this FUSS ALL ABOUT?

On one side they provide you with a rate & Qty list after purchase while you cannot take the price list before purchase.

Its like going to a reastaurant & "You can look at the menu" but "dont look at the rates" we will provide it after your lunch/dinner.

The first thing the Manager-in-agony should have done is to have found out who issued that email regarding the "Ministry of Consumers Affairs".

I believe like the rest of the service providers in Qatar LULU, too cares a damn about the feelings of its customer &/or his Blog.It was only because of QatarLiving's reach & visibility was any action initiated.

3 Cheers for Qatari & QL

Jane5:"The security was called when she started assaulting the sales lady. They insisted that she go with them and launch a formal complaint with the management instead of creating a scene at the middle of the shop floor."

Why would I assault a sales lady? For stopping me from listing prices? That is their prerogative to which I complied. It was a man who came to me first and not a sales lady. I already went with them to their office at the ground floor to tell them why I was listing prices so they don't need to ask me again in the middle of the shop floor. Again, have you heard of a business trying to literally DRAG customers to their office so that the customers could file a formal complaint?

Jane5: I was just defending the dignity of ordinary people who where there on the day. both sales and customers against the disinformation campaign on the anonymity of internet.

Don't tell me I'm hiding from the anonymity of the internet as she has my email, our blog, and photos if she wants to.

Jane5: u realy acted so bad with vulgar gestures and abuses to those not so good english speaking arab securty person.

And now you're saying I made some vulgar gestures? Why would I do that when I was more concerned of trying to get their hands off me? And take note of abuses. Does she really have any specific action that was done to say I was abusing the staff? Or was she talking of the staff themselves?

mavs

http://www.lifeonthespot.com

I have also read her comments, can you please be more specific when you say she contradicts herself from all her comments?

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We received an email 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 training for its staff on how to handle such situation and not let it escalate to what happened with my wife or to anybody else.

http://lifeonthespot.com/blog/2008/02/lulu_hypermarket_s_apology.php

http://www.lifeonthespot.com

Speed,

That was really speedy of you to post those comments from jane5 who seems to contradict herself from all her comments on our blog and who wants to turn things around by saying my wife made "nasty gestures", made use of abusive language and such. I'm not even sure jane5 was really there and even asked her what color of dress my wife was wearing that day but got no response from her. I do welcome any video surveillance and hope they do show up.

http://www.lifeonthespot.com

Good work... your synopsis was excellent and saved a lot of time... abe... good work by you too...

People are quick to point out mistakes but very reluctant to compliment good work... and this is not just me talking, its a management principle...

Yes tallg, I did forward the post to Lulu’s management. I got the contact address trough searching the web.

Blessed are the flexible, for they shall not be bent out of shape!

If Lulu Management was able to read and respond to Abe's email, I don't see any reason why they wouldn't be able to receive our "original" email along with the one that was written this morning. And it was sent to Emke Group’s HO (owners of Lulu) in Abu Dhabi. and by the way, Abe's email to them already contained the "original" entry we posted in our blog.

It is part of our experience and that is the reason why it's in our blog. It is there so that other people won't just sit down and know that they shouldn't be treated unjustly.

http://www.lifeonthespot.com

sent you a PM.

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Thought so.... nice place i hope...i am from the Maldives thats why i asked...i recall been to that island on different occassions..paricularly after the Tsunami

with one shot got two...lucky me

what I was saying is, why don't you send it again, with the original email? Or to the Emke Group’s HO (owners of Lulu) in Abu Dhabi.

Or maybe put in down to experience, it does look like there was fault on boths sides!!

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however then Qatari would have to hire numerous trash collectors to empty them..not sure there are enough to handle that job..

Most folks are about as happy as they make up their minds to be.

--Abraham Lincoln (1809 - 1865)

Oh yes, we did send out the "original" entry and they can even look at QL and our blog to read it.

http://www.lifeonthespot.com

lol ! trash bin ... we should have an option of trash bin in QL too ;-)

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Omaruam, the picture is from the island we stayed at in the Maldives.

Xtian001, maybe you should send them a copy again, with the original email attached?

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I'm not so sure why Lulu Hypermarket has responded to Abe's email and not our complaint email to the same email address last Friday night. Nor were, at least, sent a copy by Lulu though Abe's email to them clearly contained the link to our blog where we have our email addresses.

Here is the email from Lulu (http://lifeonthespot.com/blog/2008/02/lulu_hypermarket_responds_to_another_reader.php)

and here is our response...

http://lifeonthespot.com/blog/2008/02/open_letter_to_lulu_hypermarket.php

http://www.lifeonthespot.com

like you I try and solve things quietly and politely..but there comes a time when voices can and usually do get raised if certain liberties are taken. Seems both parties are at fault.

Speed...I wonder if the incident WAS reported to LULU but

it got "filed" under file 13, ie the trash bin...so not to look bad for the staff there. Just curious is all...stranger things have happened..

Most folks are about as happy as they make up their minds to be.

--Abraham Lincoln (1809 - 1865)

he is asking about that display pic in ur comments.

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Sorry, I do not understand you comments.

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After going thru the original blog on

http://lifeonthespot.com/blog/2008/02/lulu_trying_to_detain_my_wife_the_story.php

This is the clear picture of the whole story for QL!!

xtian001 : Husband (sitting home watching movies) ;p

Mavis: Wife (who was in LuLu checking taking down the prices)

abe: who Voluntarily forwarded the story to LuLu Head Office in Abu Dhabi, so the got this reply and he posted in QL.

Jan5: a witness who was present at the time of incident in LuLu.

Jan5 said replied to Mavis in the blog:

Dear friend I used to read your post with interest appreciating your sense of humor. I happened be at lulu at the time of the incident, and I do agree with u, why they bother about some one taking prices down. But I have a different version of the incident, which this lady probably did not recall because she was so upset at that time. I remember very clearly that it was the lady in question who was very rude and hurled abuses at the staff when they asked her why she is taking down prices. Her abuses were so nasty and embarrassing for people like me with their families. The security was called when she started assaulting the sales lady. They insisted that she go with them and launch a formal complaint with the management instead of creating a scene at the middle of the shop floor. It is sad that educated people think that it their privilege to treat ordinary grocery sales people like animals without any dignity and abuse them and assault them. You must also remember that you are in a different country with a different culture in where such public display of ones mastery of abuses is not appreciated.

Also i agree with Regional Director of LuLu what he said,

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.

Why would anyone act on their behalf, such as abe?

Secondly, from my point of view this is not a big issue, it was the mistake of Mavis who initially ignite this whole issue with the sales lady, aftwards the security was called. She could have politely closed this matter with the sales lady.

I do agree that I would not have liked to be held onto liked they did. But sometimes when you are in such a rage, you forget all the things you may have said or done. I also do not think that shouting abuse really helped her.

On quite a few occasions when I thought I was in the right and wanted to put my point across, I tried to do so without shouting, usually if you are calm with them they will respond the same. You will find that when a person gets mad & shouts, the other person does the same.

It may have also helped when they did call the police to pursue the matter further.

Having said all that, I have not and will not be going to the Lulu :(

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that is a pic from.... to lima foxtrot

with one shot got two...lucky me

Having read what the other blog said...I still feel that LULU had no right to be as aggressive as they were. I would have never known that pricing is not allowed in grocery stores..it is back home and in fact, is encouraged by those stores that aren't afraid of competition. Keeps them honest with their prices so that they don't price gouge their customers.

Now, not having been there in the store to observe what happened, but having heard OTHERS who have been accosted by LULU employees on different occasions, I tend to lean towards thr original poster's version. And they DID call the police...Everyone has differing opinions of what is offensive and perhaps the person who was offended by comments made in the store has a very low threshold for that kind of thing. I also know that had it been me and someone put their hands on me to restrain me from leaving the store when I thought I had done nothing wrong, you bet I'd have made a bit of a scene. No cursing, of course, but I certainly wouldn't have wanted to be forced to go back to the office as she stated, there, out of sight of everyone else, who knows what would have been accused...

Most folks are about as happy as they make up their minds to be.

--Abraham Lincoln (1809 - 1865)

interesting!!!

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Mmmm.... I'd recommend reading their blog entry. Very interesting to read the comments and their responses.

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http://tall-and-ginger.blogspot.com

and you are so right.

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Most folks are about as happy as they make up their minds to be.

--Abraham Lincoln (1809 - 1865)

the link is:

http://lifeonthespot.com/blog/2008/02/lulu_trying_to_detain_my_wife_the_story.php

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be interesting to see what they said.

Most folks are about as happy as they make up their minds to be.

--Abraham Lincoln (1809 - 1865)

on there a person who happened be at lulu at the time of the incident has given a different version of the incident.

Remember, there are two sides to every story.

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bottle in front of me than a frontal lobotomy.

'Tis better to be silent and be thought a fool, than to speak and remove all doubt

Abraham Lincoln

Red_Pope - I thought you were arrested at Ramada, because you were counting empty beer bottels.

I got arrested by Lulu, the cop. Because I was counting warp Eggs from India....

The Red Pope of Qatar Living

I have seen a twelve toe stripper, I have seen one breasted stripper, I have seen a brainless stripper, but never in my life a one legged stripper! Quentin tarantino-Planet Terror--

The staff involved will not report the truth to higher management and on the other hand, the management will cover its policy and its staff.

But I wonder, in which country they have a ministry called Ministry of Customers Affaris? Such a country would an ideal place to live in since they have a ministry for the customers.

My conclusion. Whoever wrote the reply, did not bother to check the truth and did not bother to edit and verify his sources. Looks like the source of this letter is the personal guard of His Royal Majesty the owner of Lulu.

Did anyone there (at Lulu) before B S'ing such a reply, bother to check the surveillance cameras and find out the truth. The camera can give sufficient information.

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http://www.qatarliving.com/node/58409

some improvement.

Even though it is logical that they cannot take any action based on a blog post, they cannot overlook the fact that such an incident might have taken place and it was not a fabricated story created and directed by Qatarliving and company.

For starters, they could at least check with the Lulu Hyper office in Doha for a clarification. Hope that the lady who restrained her gets fired..

hmmmmmm...will wait for further clarification on this...are the spouse's aware that the management responded to you? (are they copy furnished of the response?)

[img_assist|nid=12867|link=none|align=left|width=|height=0]Nothing in life is to be feared. It is only to be understood.

i was about asking the same question. Or probably the response in on the paper?

abe, I'm confused. How come Lulu are writing to you about this issue? Did you get in contact with the managing director on behalf of xtian001 and his wife?

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http://tall-and-ginger.blogspot.com