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GF-2026-0372

GF-2026-0372
Escalated — L2 High Priority Negative
Expired product found at Gulberg outlet — Customer health concern
Customer
Fatima Noor
Contact
+92 321 4567890
Vertical
Retail
Category
Product Quality → Expired
Shop
Gourmet Gulberg Lahore
Created
22 Apr 2026 10:42 AM
First Response SLA
2m 14s — Met
Resolution TAT
1h 43m Running
Escalation L2 SLA
45m Left
Call Recording (IVR + Bot Triage)
Duration: 3m 42s | 22 Apr 2026 10:42 AM
10:42 AM
Complaint Created
Customer called via IVR, AI bot triage initiated
10:42 AM
AI Sentiment Analysis
Negative sentiment 92% confidence
10:43 AM
Routed to Retail Department
AI auto-routed based on category
10:44 AM
Assigned to Ali Raza
First response SLA timer started
10:46 AM
First Response Sent
Response time: 2 min 14 sec — Within SLA
10:55 AM
Internal Note Added
Contacted store manager for product batch details
11:10 AM
Escalated to Level 2
Customer unsatisfied with initial response — escalation approved
11:25 AM
Resolution Proposed
Team Lead approved: Refund + Product Replacement
Required before closure
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Sentiment Analysis
Negative
92% confidence
Critical
"Health concern from expired product... very unhappy with response from store staff. Want immediate action."
Detected negative phrases: expired, health concern, unhappy, immediate action
Suggested Response
Auto-generated
Dear Fatima, We sincerely apologize for the inconvenience caused by the expired product. Your health and satisfaction are our top priorities. We have initiated an immediate investigation with our Gulberg outlet team. We are pleased to offer you a full refund plus a replacement product of your choice, along with a 20% discount voucher for your next purchase as a gesture of goodwill. Our team will contact you within 2 hours to finalize the resolution. Best regards, Gourmet Customer Care Team
Similar Past Cases
3 Similar
Found 3 similar complaints in last 30 days for Gulberg outlet
  • GF-2026-0315
    Expired beverage batch — Resolved with refund + replacement
  • GF-2026-0298
    Storage temperature issue — Store management action taken
  • GF-2026-0267
    Product quality — Supplier investigated
AI-Generated Summary
Summary
Customer Fatima Noor reported finding an expired product at Gourmet Gulberg Lahore, raising serious health concerns. Initial response from store staff was unsatisfactory, leading to customer dissatisfaction and escalation. The complaint has been escalated to Level 2 (Team Lead). Recommended resolution: Full refund + product replacement + store credit. Similar cases suggest this may be a systemic storage/temperature management issue at this outlet. Follow-up inspection of storage conditions recommended.