Subject: Ticket Assigned - Conversation with shikha
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Mon, 26 Oct 2020 08:32:18 +0000

Hi Shivani Rani,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with shikha shikha                    Bot:  Hi again! Bot:  Please enter your name Customer:  shikha Bot:  Hi Shikha ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  Kuwait Bot:    Want to return something?  You can do it in 3 easy ways.    1.You can request a return online. Go to order history in “My Account”.  2.You can return an item in one of our nearest store.   3.You can contact our customer support to place a return request.    For more details, go to Returns Process under Help Centre.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes            12:04 PM, 26th Oct                   Shivani                    Hi Shikha, Thank you for contacting us. My name is Shivani. How may I help you?           12:05 PM, 26th Oct                     shikha                    8399515453           12:06 PM, 26th Oct                     shikha                    I have a safety gate that doesn't work .. I've been asking for return since 2nd of September           12:06 PM, 26th Oct                     shikha                    I called i sent email i sent chat millions of time           12:07 PM, 26th Oct                   Shivani                    We sincerely apologize for the inconvenience caused to you.           12:07 PM, 26th Oct                     shikha                    And i still have this gate           12:07 PM, 26th Oct                     shikha                    The last time it was 22 .. he said after 24/48 hr they'll pick it up           12:08 PM, 26th Oct                     shikha                    And today 26 .. its taking forever           12:08 PM, 26th Oct                   Shivani                    We have checked your issue and we have got an update form our team that your returned request has been approved for return and refund.           12:09 PM, 26th Oct                   Shivani                    We will arrange collection for the item soon.           12:09 PM, 26th Oct                     shikha                    Can i just return through the store .. am sick of waiting and contacting centrepoint           12:09 PM, 26th Oct                   Shivani                    However, we will again forward your issue to our team in order to arrange it as soon as possible.           12:10 PM, 26th Oct                   Shivani                    Please allow us some more time to collect the item.           12:10 PM, 26th Oct                   Shivani                    Once we will get any update we will get back to you via email.           12:10 PM, 26th Oct                     shikha                    ?????           12:10 PM, 26th Oct                     shikha                    Its been almost two months           12:10 PM, 26th Oct                   Shivani                    We understand your concern and please be assured we will arrange the collection on priority.           12:11 PM, 26th Oct                     shikha                    I have kids to look after i have many things to do in my day .. and contacting centrepoint has been a stressful its taking so long           12:11 PM, 26th Oct                     shikha                    And I've been getting the same answer over and over .           12:12 PM, 26th Oct                     shikha                    Like it will never happen           12:12 PM, 26th Oct                   Shivani                    Please accept our sincere apologies for this unexpected delay.           12:12 PM, 26th Oct                     shikha                    I would like to return in the store           12:12 PM, 26th Oct                     shikha                    The experience was the worst.. i dont think that I'll be shopping through centrepoint           12:13 PM, 26th Oct                   Shivani                    We are sorry to inform you that we can only accept the return of the item at store within  14 days of the delivery.           12:14 PM, 26th Oct                     shikha                             12:14 PM, 26th Oct                     shikha                    I cant even use this           12:14 PM, 26th Oct                   Shivani                    We will again forward you issue to our team and we arrange collection for the item soon.           12:15 PM, 26th Oct                     shikha                    They sent me a text that they will pick it up from 7 to 10 days . And that msg was sent on the 6th           12:15 PM, 26th Oct                     shikha                    Today is 26           12:15 PM, 26th Oct                     shikha                    And i contacted customer service again after this msg  .. and now           12:16 PM, 26th Oct                     shikha                    This is horrible           12:16 PM, 26th Oct                   Shivani                    We understand your frustration, however it is a non returnable product and due to this, the return process is taking longer than usual.           12:17 PM, 26th Oct                     shikha                             12:19 PM, 26th Oct                     shikha                             12:19 PM, 26th Oct                     shikha                    Its not my fault that they've been ignoring my request through email and calls .. and telling me that we will call u back to return the item           12:19 PM, 26th Oct                     shikha                    And i agreed at the beginning ( they were many times but i thought they are worth the trust)           12:20 PM, 26th Oct                     shikha                    But its almost 2 months later and contacting customers service manyy times           12:21 PM, 26th Oct                     shikha                    Thats unacceptable           12:21 PM, 26th Oct                   Shivani                    Thank you for sharing the screenshots and we understand that there is a delay in collection of your item and we sincerely apologize for that. However, please be assured that your request for collection has already been forwarded from our end and they are going to arrange the collection with you. We will get in touch with them again within today and will ask them to contact you on priority to collect the item from you.           12:21 PM, 26th Oct                     shikha                    And i have to tell my story everytime i talk to someone.. do you know how much that bother me and really annoying to do and say all this all this time           12:22 PM, 26th Oct                   Shivani                    I understand your frustration regarding this and I would feel the same if i was in your shoes but please allow us 24-48 hours max and we will make sure a collection is arranged with you on priority basis.           12:23 PM, 26th Oct                   Shivani                    We appreciate your continued patience and understanding.           12:23 PM, 26th Oct                     shikha                    Thats why am asking to return through the store bcoz is frustrating to wait that long and ask thay many           12:23 PM, 26th Oct                   Shivani                    Please note that this is a non returnable item as I mentioned before, the store wouldn't be able to accept the item for a return. That is the reason why we are asking our collection team to contact you on priority and collect the item from you.           12:25 PM, 26th Oct                   Shivani                    We will get back to you via email once we will get any collection update from our team.           12:28 PM, 26th Oct                   Shivani                    Is there anything else I can help you with?            12:28 PM, 26th Oct                     shikha                    As always i say i hope they return it soon  .. because i received it that way useless i cant even lock the door it doesn't reach the lock .. so its not fair that i paid full price on this door that it doesn't work.. and am wasting almost 2 months taking about it           12:28 PM, 26th Oct                     shikha                    Talking           12:29 PM, 26th Oct                   Shivani                    I understand your concern and that is the reason we will arrange collection of the item as soon as possible.           12:30 PM, 26th Oct                     shikha                    Oo           12:30 PM, 26th Oct                     shikha                    Ok           12:30 PM, 26th Oct                   Shivani                    Thank you for understanding and cooperation.           12:31 PM, 26th Oct                   Shivani                    It was a pleasure assisting you. Thank you for contacting us.           12:32 PM, 26th Oct                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1619807