Subject: Ticket Assigned - Conversation with Emma Cheung
From: Max <[email-masked]>
To: [email-masked]
Date: Thu, 19 Mar 2020 12:30:34 +0000

Hi Shivani Rani,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with Emma Cheung Emma Cheung                    Hello, I got my delivery today but it’s the wrong order.           03:55 PM, 19th Mar                     Emma Cheung                    Order Number 9773254276           03:55 PM, 19th Mar                     Emma Cheung                    I got sent a tracksuit instead           03:55 PM, 19th Mar                   Shivani                    Thank you for contacting us. My name is Shivani. How may I help you?           03:56 PM, 19th Mar                   Shivani                    We sincerely apologise for the inconvenience caused to you.           03:57 PM, 19th Mar                     Emma Cheung                    Hi Shivani, I got sent the wrong clothes           03:57 PM, 19th Mar                   Shivani                    We request you to please share the image of the item which you have received.           03:57 PM, 19th Mar                     Emma Cheung                    Okay hold on...           03:57 PM, 19th Mar                   Shivani                    Sure           03:58 PM, 19th Mar                     Emma Cheung                    I think it’s for a man...           03:58 PM, 19th Mar                     Emma Cheung                    Not what I ordered. I got a skirt, two dresses and a women’s sports bra           03:59 PM, 19th Mar                   Shivani                    We would request you to please share the name of the item which you have got wrong.           04:00 PM, 19th Mar                     Emma Cheung                    It’s all wrong.           04:01 PM, 19th Mar                     Emma Cheung                    How can I find the name of the item?           04:01 PM, 19th Mar                   Shivani                    We sincerely apologise for the inconvenience caused to you.           04:01 PM, 19th Mar                   Shivani                    We would like to inform you that at this time we do not have an option to offer exchanges, but we welcome you to shop for a new piece on our website or from a store near you, and return the product to us.           04:01 PM, 19th Mar                     Emma Cheung                    This is obviously someone else’s order.           04:02 PM, 19th Mar                     Emma Cheung                    How? When can I receive the order I made?           04:02 PM, 19th Mar                     Emma Cheung                    This is what I ordered. Instead I got a man’s tracksuit?!           04:03 PM, 19th Mar                   Shivani                    We are sorry to inform you that we do not have exchange policy.           04:03 PM, 19th Mar                     Emma Cheung                    What do you mean? What am I meant to do with this tracksuit? And where are the clothes I ordered?           04:04 PM, 19th Mar                   Shivani                    We request you to please return this order and place a new order again with us so that we will be able to deliver it.           04:05 PM, 19th Mar                     Emma Cheung                    But I’ve already spent 187dhs on the order. How will I get that back? This tracksuit is 90dhs.           04:06 PM, 19th Mar                     Emma Cheung                    Please escalate this to your manager as it seems totally unfair.           04:07 PM, 19th Mar                     Emma Cheung                    I spent 187dhs on two dresses, a skirt and a sports bra ... and I’ve been given a man’s tracksuit. How?           04:09 PM, 19th Mar                     Emma Cheung                    I’m happy to take the tracksuit back to the shop, but what about the clothes I ordered? And the money you have already taken?           04:09 PM, 19th Mar                   Shivani                    Can we create the return request for the items and them the item will be returned to warehouse we will process the refund for the same.           04:10 PM, 19th Mar                     Emma Cheung                    So you will come to collect it to take it to the warehouse?           04:10 PM, 19th Mar                     Emma Cheung                    I’d like the clothes I ordered please. My order number is 9773254276.           04:11 PM, 19th Mar                   Shivani                    We are saying the our courier team will contact you to collect the item and once we will receive the item to warehouse we will process the refund.           04:13 PM, 19th Mar                     Emma Cheung                    But you’re only going to refund the tracksuit. My clothes cost 187dhs. This tracksuit is only 90dhs.           04:14 PM, 19th Mar                   Shivani                    We will collect all these wrong item and process the refund.           04:14 PM, 19th Mar                   Shivani                    So, we request you to please place a new order again for the desired item.           04:15 PM, 19th Mar                     Emma Cheung                    Are you going to refund me 187dhs?           04:15 PM, 19th Mar                     Emma Cheung                    Very disappointing. I shouldn’t have to place a new order. You should collect the wrong items and give me the clothes I ordered instead.           04:16 PM, 19th Mar                   Shivani                    We request you to please let us know how many item you have received?           04:18 PM, 19th Mar                     Emma Cheung                    2. I took a photo for you. A tracksuit top and bottom           04:19 PM, 19th Mar                     Emma Cheung                    Do you have a contact number I can call about this issue?           04:20 PM, 19th Mar                   Shivani                    We will forward your issue to our concern team regarding this issue.           04:22 PM, 19th Mar                     Emma Cheung                    And how will they contact me?           04:22 PM, 19th Mar                   Shivani                    We will contact you through email?           04:26 PM, 19th Mar                   Shivani                    Please share your registered email address so that we can update you accordingly on your email.           04:26 PM, 19th Mar                     Emma Cheung                    [email-masked]           04:26 PM, 19th Mar                   Shivani                    Thank you for the email.           04:27 PM, 19th Mar                   Shivani                    We will get back to you via email.           04:27 PM, 19th Mar                     Emma Cheung                    When should I expect an email from you?           04:27 PM, 19th Mar                     Emma Cheung                    I ordered these clothes in the hope I could wear them this weekend...           04:28 PM, 19th Mar                     Emma Cheung                    Please rectify this issue as soon as possible           04:28 PM, 19th Mar                   Shivani                    We will get back to you on priority.           04:30 PM, 19th Mar                   Shivani                    It was a pleasure assisting you. Thank you for contacting us.           04:30 PM, 19th Mar                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/544491