Subject: Ticket Assigned - Conversation with zakwan
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Wed, 06 Jan 2021 07:15:22 +0000

Hi Mohammad Tawfik Ali Naji Musaed,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with zakwan zakwan                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  zakwan Bot:  Hi Zakwan ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  United Arab Emirates Bot:  Please enter your order number to continue Customer:  9622994873 Bot:    Your order status is  : Processing   If you have not received your order, Home Delivery takes 2 to  3 business days.   You can easily track your order from My Account > Order History.  Please note, during sale periods, your order may take longer to arrive.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please enter your email Customer:  [email-masked] Bot:  Please enter your number Customer:  0558878734 Bot:  Please wait while we transfer you to an agent Agent:  Hi Zakwan, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding order update. Customer:  Hi Ishan, I would like to follow up for my order 9622994873 Customer:  I have placed the order on Thursday night, normally it will be ready for collection in 2-3 days. Customer:  I am going to home country and I need to pick it by tomorrow Customer:  Are you there? Agent:  I apologise for the late response and the inconvenience caused to you. Agent:  I would like to inform you that Click & Collect orders usually takes 2 - 4 business days for ready for pickup.  Agent:  We would like to inform you that the item you ordered is ready to be shipped from the warehouse to the store for your collection. Agent:  Once your order will be ready for collection, you will receive an email confirming the same. Customer:  Will it be in the store by tomorrow? Agent:  Please be assured that we have informed the courier team to deliver the shipment on priority Customer:  Thank you Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Neither Satisfied or Dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Zakwan ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  United Arab Emirates Bot:  Please enter your order number to continue Customer:  9622994873 Bot:   Your order status is  : Processing   If you have not received your order, Home Delivery takes 2 to  3 business days.   You can easily track your order from My Account > Order History.  Please note, during sale periods, your order may take longer to arrive.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Agent:  Hi Zakwan, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding order update. Customer:  Ishan, i have contacted you reg order 9622994873 Customer:  I am getting respond that it's for shipping Customer:  There haven't been any progress since last couple of days Agent:  May I request you to please stay on hold while I retrieve the information. Agent:  I see that your order has been delayed, and I am really sorry for the inconvenience caused to you Agent:  I know that you are waiting for your shopping to arrive soon, and I assure you that our team is working hard to get it to you as soon as possible Customer:  I am leaving country Customer:  And I need it at store by tomorrow Agent:  Please be assured that we have informed the courier team to deliver the shipment on priority Customer:  I am expecting it by tomorrow Agent:  We will try our best to deliver the order at our best possible. Agent:  Please allow us some time to work and get this issue fixed for you. Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Extremely dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Zakwan ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  United Arab Emirates Bot:  Please enter your order number to continue Customer:  9622994873 Bot:   Your order status is  : Processing   If you have not received your order, Home Delivery takes 2 to  3 business days.   You can easily track your order from My Account > Order History.  Please note, during sale periods, your order may take longer to arrive.  Bot:  Was I able to resolve your query? Customer:  No Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please wait while we transfer you to an agent Agent:  Hi Zakwan, Thank you for contacting us. How may I help you? Customer:  Yahya, i have order number pending for delivery at centrepoint store since 18-12-2020 Customer:  9622994873 Customer:  Everyday since Monday i am hearing it's in warehouse and there has been delay Agent:  May I request you to please stay on-hold while I retrieve the information. Customer:  I am leaving country tomorrow and i want delivery by today at store Agent:  We would like to inform you that we will contact the concern team to do the needful as soon as possible Agent:  please give me some time will escalate your concern to the relevant team and will get back to you on email Agent:  do you have any other query ??? Customer:  No, but can i expect delivery by today? Customer:  I am hearing of escalation since monday, there is absolutely no effect Agent:  we would like to inform you that the team of the store will contact you for collection when the order deliver to the store Customer:  If I didn't recieve the sms by today, i won't be able to collect it Agent:  Please accept our apologise for inconvenience caused. Agent:  we will do our best to collect it soon Agent:  have a great day Bot:  Rate our Customer Service Agent [Customer Feedback: How satisfied were you with your chat with us today? - Neither Satisfied or Dissatisfied] Customer:  /startOver Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Zakwan ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  United Arab Emirates Bot:   Did you return your order? We will issue your refund after we receive your returns and perform a quality check. Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.  Paid by cash - you'll receive a refund to My Credit in your account if you're a registered user, or a Return Voucher if you're a guest user in 4-7 business days.    Canceled your order? Your refund will depend on your payment method.   Paid by card - card issuer may take an additional 2-15 business days to process the transaction.  Paid by PayPal - may take an additional 4-15 business days to process the transaction.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. For more details, go to Returns Process and Returns Policy 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            10:59 AM, 06th Jan                   Mohammad                   Hi, Thank you for contacting us. I'm Tawfik . I will be happy to help you.           11:00 AM, 06th Jan                     zakwan                    Hi tawfiq, i would like t request for refund for order 9622994873 which cannott be collected due to delay from babyshop           11:02 AM, 06th Jan                   Mohammad                   Please hold for a moment while I gather those details for you.           11:04 AM, 06th Jan                   Mohammad                   We apologize for that delay  we will escalate\ your issue to do the needful           11:05 AM, 06th Jan                   Mohammad                   Is there anything else I can help you with?           11:05 AM, 06th Jan                     zakwan                    It's not about delay anymore           11:06 AM, 06th Jan                     zakwan                    Just initiate a refund request           11:06 AM, 06th Jan                   Mohammad                   Be sure we will do the needful  your issue will be resolved within  2-3 business days           11:09 AM, 06th Jan                   Mohammad                   Is there anything else I can help you with?           11:09 AM, 06th Jan                     zakwan                    Have you initaited cancellation and refund te           11:10 AM, 06th Jan                     zakwan                    Cancellation and refund request           11:10 AM, 06th Jan                     zakwan                    ??           11:14 AM, 06th Jan                   Mohammad                   We can't do that from our-side  so we will escalate  your issue to the store to cancel it and refund           11:15 AM, 06th Jan                   Mohammad                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           11:15 AM, 06th Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1960985