Subject: Ticket Assigned - need escalation
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Mon, 27 Dec 2021 11:40:42 +0000

Hi Mohammad Tawfik,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  need escalation maha                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  maha Bot:  Hi Maha ,what do you need help with? Customer:  How can I return my order? Bot:  Please choose your location Customer:  Kuwait Bot:    Want to return something? You can do it in 2 easy ways.  1. Request a return online from your account.  2. Email customer care for a pick-up at [email-masked]  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 Bot:  Please enter your email Customer:  [email-masked] Bot:  Please enter your number Customer:  96555696877            02:12 PM, 27th Dec                   محمد                   Hi Maha, Thank you for contacting us. I'm Tawfik . I will be happy to help you.           02:15 PM, 27th Dec                     maha                    hello           02:15 PM, 27th Dec                     maha                    i requested return for 2 items from order 8117414561           02:15 PM, 27th Dec                     maha                    total amount for the returned items before discount is 16.45KD           02:17 PM, 27th Dec                     maha                    i used a discount code for 22% discount           02:17 PM, 27th Dec                     maha                    sorry, i used a discount code for 25% discount           02:18 PM, 27th Dec                     maha                    so total amount after discount is 12.36KD           02:19 PM, 27th Dec                   محمد                   We would like to inform you that we have processed the refund of amount (KWD8.15) on (27/12/2021) and the amount you paid online will be refunded back to your original payment method within 7- 14 working days.           02:19 PM, 27th Dec                     maha                    but the system shows that the refund is To your Card: KWD 8.15           02:20 PM, 27th Dec                     maha                    only!!           02:20 PM, 27th Dec                     maha                    this is the refund amount for one item only           02:20 PM, 27th Dec                     maha                    which is  Sustainable Checked Lightweight Jacket with Long Sleeves           02:20 PM, 27th Dec                     maha                    refund for the other item  Sustainable Textured Fleece Jacket with Zip Closure and Long Sleeves is not credited           02:21 PM, 27th Dec                   محمد                   As we have checked, the item (Sustainable Textured Fleece Jacket with Zip Closure and Long Sleeves) is not collected yet           02:21 PM, 27th Dec                     maha                    it was collected           02:21 PM, 27th Dec                     maha                             02:22 PM, 27th Dec                     maha                    how come the driver takes the item then u say it was not collected?           02:23 PM, 27th Dec                     maha                    what proof should i give?           02:23 PM, 27th Dec                   محمد                   Please be assured as we have now escalated this issue to our concerned team and they are closely working on this to fix it for you.             02:24 PM, 27th Dec                     maha                    the driver only gives me a paper with the tracking number           02:24 PM, 27th Dec                     maha                    they never do           02:24 PM, 27th Dec                     maha                    this is not the first time!           02:24 PM, 27th Dec                     maha                    the same issue happened for a whole order           02:24 PM, 27th Dec                   محمد                   We request you to please allow us some time so we can work on this and do the needful.           02:25 PM, 27th Dec                     maha                    8109727044           02:25 PM, 27th Dec                     maha                    the driver came and took the 4 return items           02:26 PM, 27th Dec                     maha                    but till now refund is not credited back           02:26 PM, 27th Dec                     maha                             02:27 PM, 27th Dec                     maha                    items status is still return in progress           02:27 PM, 27th Dec                     maha                    KWD 21.19           02:28 PM, 27th Dec                   محمد                   We sincerely apologize for any inconvenience caused,           02:28 PM, 27th Dec                     maha                    since that time i am complaining with no response or action from your side           02:28 PM, 27th Dec                   محمد                   We have forwarded your query to the concerned team and will be in touch with you asap to assist you in resolving this concern.           02:28 PM, 27th Dec                     maha                    always we are working on it           02:28 PM, 27th Dec                     maha                    the year is almost over           02:29 PM, 27th Dec                     maha                    more than two months now           02:29 PM, 27th Dec                     maha                    till when should i wait?           02:29 PM, 27th Dec                   محمد                   You will be contacted via your email address within24 hours           02:29 PM, 27th Dec                     maha                    this is bullshit           02:30 PM, 27th Dec                     maha                    u r stealing money from people           02:30 PM, 27th Dec                     maha                    if i don't check i wouldn't have noticed           02:30 PM, 27th Dec                     maha                    i want to contact the manager responsible for the concerned department           02:31 PM, 27th Dec                   محمد                   Please allow me a moment to check this for you.           02:37 PM, 27th Dec                   Manish                   Hi Maha,           02:46 PM, 27th Dec                     maha                    hi           02:46 PM, 27th Dec                   Manish                   My name is Manish, I am the floor support supervisor.           02:46 PM, 27th Dec                   Manish                   We can see that you have contacted us regarding refund process for the order id - 8109727044.           02:47 PM, 27th Dec                     maha                    yes for so many many times           02:47 PM, 27th Dec                     maha                    more than one month ago           02:48 PM, 27th Dec                     maha                    but nothing happened concerning this order           02:48 PM, 27th Dec                   Manish                   As i can check the items in the above order has been collected and delivered back to the warehouse on 12/14/2021.           02:49 PM, 27th Dec                   Manish                   and there is a delay in processing the refund for this order.           02:49 PM, 27th Dec                   Manish                   I truly apologise for the delay caused.           02:50 PM, 27th Dec                     maha                    you can check how many orders i have made during the past three months           02:50 PM, 27th Dec                     maha                    but i always have problems with you           02:50 PM, 27th Dec                     maha                    and i need to always trace you to request return or refund for delays from your side           02:51 PM, 27th Dec                   Manish                   I can understand your disappointment here.           02:51 PM, 27th Dec                     maha                    this is becoming an awful shopping experience           02:51 PM, 27th Dec                   Manish                   Please rest assured i am going to raise it to the warehouse to get the refund porcessed.           02:51 PM, 27th Dec                     maha                    and you send me emails asking me for my return experience, NO COMMENT!!!           02:51 PM, 27th Dec                     maha                    plus what proof should i get from the driver that he took all the items?           02:52 PM, 27th Dec                     maha                    what? take a picture of him holding the items?           02:52 PM, 27th Dec                     maha                    or get him to sign a paper that he received the items?           02:52 PM, 27th Dec                     maha                    so many issues           02:53 PM, 27th Dec                     maha                    i receive too many items with the security clips and then i have to go to the store to remove them           02:53 PM, 27th Dec                     maha                    and the store manager keeps questioning me on the order number and date as if i stole it from the store!!!!!!!!!!!!!!!!           02:54 PM, 27th Dec                   Manish                   Thank you for providing us the feedback.           02:54 PM, 27th Dec                     maha                    when i showed him the list of orders he couldn't say a word!!           02:54 PM, 27th Dec                     maha                    seriously, i'd rather buy from other stores..at least they are reliable           02:55 PM, 27th Dec                     maha                    and have good customer support           02:56 PM, 27th Dec                   Manish                   Please rest assured your feedback will considered in a positive way for future reference.           02:56 PM, 27th Dec                     maha                    knows how to deal with requests and follow them           02:56 PM, 27th Dec                     maha                    too bad there is no future for me with your store           02:56 PM, 27th Dec                     maha                    i delivered this experience to all my family members and relatives and most of the do have the same problems with you           02:57 PM, 27th Dec                     maha                    i am telling you, you are losing too many customers this way           02:57 PM, 27th Dec                   Manish                   I again apologise on it as I have checked it from my end and will give feedback to the agents as well.           02:58 PM, 27th Dec                     maha                    and at some point, i will contact the consumer protection authority to raise a complaint..!!!           02:58 PM, 27th Dec                     maha                    and what about order 8117414561?           02:59 PM, 27th Dec                     maha                    i requested return for 2 items from order 8117414561 Delivered  43 minutes ago total amount for the returned items before discount is 16.45KD, i used a discount code for 25% discount so total amount after discount is 12.36KD           03:00 PM, 27th Dec                     maha                    but the system shows that the refund is To your Card: KWD 8.15 only!! this is the refund amount for one item only!!! which is Sustainable Checked Lightweight Jacket with Long Sleeves..refund for the other item Sustainable Textured Fleece Jacket with Zip Closure and Long Sleeves is not credited..           03:00 PM, 27th Dec                     maha                    and when i checked with the support team, they said that As we have checked, the item (Sustainable Textured Fleece Jacket with Zip Closure and Long Sleeves) is not collected yet!!           03:00 PM, 27th Dec                     maha                    although it was collected, and the system shows that the item has been returned..how come the driver takes the item then u say it was not collected? what proof should i give? the driver only gives me a paper with the tracking number!!!           03:01 PM, 27th Dec                     maha                             03:02 PM, 27th Dec                   Manish                   Thank you for sharing the concern regarding order id - 8117414561           03:03 PM, 27th Dec                   Manish                   please allow me a min i will process the refund for the remaining order.           03:03 PM, 27th Dec                     maha                    i received an email           03:06 PM, 27th Dec                     maha                    Thank you for submitting your Click & Collect return request           03:06 PM, 27th Dec                     maha                    this is for which order?           03:06 PM, 27th Dec                   Manish                   Please note that we have processed the refund for the item Sustainable Textured Fleece Jacket with Zip Closure and Long Sleeves           03:06 PM, 27th Dec                   Manish                   in the order id - 8117414561           03:07 PM, 27th Dec                     maha                    thank you           03:07 PM, 27th Dec                   Manish                   the amount of KWD 4.20 has been processed to the same mode of payment.           03:08 PM, 27th Dec                     maha                    thank you for that           03:08 PM, 27th Dec                     maha                    what about the email i got?           03:08 PM, 27th Dec                     maha                    this is for which order?           03:08 PM, 27th Dec                     maha                    you created a return request for what?           03:09 PM, 27th Dec                   Manish                   Please disregard that notification as the refund has already been processed for the item Sustainable Textured Fleece Jacket with Zip Closure and Long Sleeves in the order id - 8117414561           03:10 PM, 27th Dec                     maha                    ok           03:10 PM, 27th Dec                     maha                    what about order 8109727044?           03:10 PM, 27th Dec                   Manish                   For the order id - 8109727044, I raised to the warehouse and rest assured I will do my  best to get the refund processed as soon as possible.           03:12 PM, 27th Dec                   Manish                   Please let me know if i can assist you with anything else today?           03:12 PM, 27th Dec                     maha                    i don't want to contact the support team or email you again regarding this order please           03:13 PM, 27th Dec                   Manish                   Please rest assured you will be notified once the refund will be processed.           03:14 PM, 27th Dec                     maha                    one more thing..when an item is cancelled from your side due to unavailability or from my side for whatever reason, the option to return items disappears           03:15 PM, 27th Dec                     maha                    so i have to contact the support team to raise a return request           03:16 PM, 27th Dec                     maha                    and for the click and collect orders, whenever i ask about the deadline for submitting a return request, they tell me it is 14 days from the day you pick up the order, but when i contact them to return an item on the 14th day, they say we cannot process you request bacuse you made the order on such date and not the date when i picked the order           03:18 PM, 27th Dec                   Manish                   Please note that in cae of partial cancellation, you will get the return option for the remaining items if it comes under returnable category           03:19 PM, 27th Dec                   Manish                   For click and collect order you can return the item within 14 days from the date you have collected the order.           03:20 PM, 27th Dec                     maha                    to avoid this hassle, please add the option to request return even when an it is cancelled           03:21 PM, 27th Dec                     maha                    i don't get the the return option for the remaining items if it comes under returnable category           03:21 PM, 27th Dec                     maha                    8118371131           03:22 PM, 27th Dec                     maha                    for example orders           03:22 PM, 27th Dec                     maha                    8118370283           03:22 PM, 27th Dec                     maha                    8118370329           03:22 PM, 27th Dec                     maha                    i want to cancel all the items of size 4XL because it turned out to be over sized, and sizes 3XL & 4XL are not available in store to check the size before ordering, only available online           03:23 PM, 27th Dec                     maha                             03:25 PM, 27th Dec                     maha                             03:25 PM, 27th Dec                     maha                    3           03:25 PM, 27th Dec                     maha                             03:25 PM, 27th Dec                     maha                    please create the return request for me for all the items of size 4XL in these 3 orders           03:26 PM, 27th Dec                   Manish                   Please let me know the item names along with the order id so that i can raise a return request for you.           03:27 PM, 27th Dec                     maha                    ok           03:28 PM, 27th Dec                     maha                    8118371131           03:28 PM, 27th Dec                     maha                             03:29 PM, 27th Dec                     maha                    8118370283           03:30 PM, 27th Dec                     maha                             03:30 PM, 27th Dec                     maha                    8118370329           03:31 PM, 27th Dec                     maha                             03:31 PM, 27th Dec                     maha                    i believe the last order one of the items is already canceled but i don't know which one           03:32 PM, 27th Dec                   Manish                   Thank you for sharing the detail.           03:32 PM, 27th Dec                     maha                    so create the return request for the remaining items please           03:32 PM, 27th Dec                   Manish                   Please note that i will create the return request for the above items and will notify you on your email id.           03:33 PM, 27th Dec                   Manish                   Is there anyting else I can assist with?           03:33 PM, 27th Dec                     maha                    thank you for your patience           03:35 PM, 27th Dec                     maha                    i hope you can solve my issues           03:35 PM, 27th Dec                   Manish                   thank you for your understanding and your coperation.           03:39 PM, 27th Dec                   Manish                   It was a pleasure assisting you. Thank you for shopping with us and have a wonderful day.           03:39 PM, 27th Dec                     maha                    u too           03:40 PM, 27th Dec                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/3674214