Subject: Ticket Assigned - Conversation with Ines
From: Home Box <[email-masked]>
To: [email-masked]
Date: Mon, 25 Jan 2021 17:16:02 +0000

Hi Saurav Chakraborty,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with Ines Ines                    Hi there           08:38 PM, 25th Jan                   New                   Thank you for contacting HomeBox. Please reply with a number corresponding to the reason you are calling us for:  1 for help placing a new order 2 for questions about a product 3 for Order Status or Delivery Related questions 4 for questions about returns or refund 5 to cancel an order 6 for complaints or questions about warranty 7 to find a store near you           08:38 PM, 25th Jan                     Ines                    Need urgent help please           08:38 PM, 25th Jan                   Ibrahem                   Hi Ines .Thank you for choosing HomeBox. My name is Ibrahem . How may I help you today?           08:38 PM, 25th Jan                     Ines                    Yes please           08:39 PM, 25th Jan                     Ines                    I placed an order for delivery on February 7th           08:39 PM, 25th Jan                     Ines                    I got a notification today that this item is delivered whereas I am not at home as am only moving on February 7th           08:39 PM, 25th Jan                     Ines                             08:40 PM, 25th Jan                     Ines                    Can you please check this and if this item is ready fir delivery to bring it to another address before we move           08:40 PM, 25th Jan                   Ibrahem                   Could you please share your order number so that I can assist you further?           08:41 PM, 25th Jan                     Ines                    Also want to ask what do u mean by ground shipping ? I don’t get it           08:41 PM, 25th Jan                     Ines                             08:42 PM, 25th Jan                     Ines                    When I placed the whole order o selected delivery date for all order  So why this item is being delivered and without notifying me thru a call at least  Now I didn’t receive it as we haven’t moved yet           08:43 PM, 25th Jan                     Ines                    Please confirm           08:43 PM, 25th Jan                   New                   Thanks for your patience. We are working on it. Please give us a few more minutes.           08:46 PM, 25th Jan                     Ines                    Ok please !           08:47 PM, 25th Jan                   Ibrahem                   Upon checking your order ,I can confirm that it consists of both furniture and household items. The furniture items will be delivered on 7th feb and household items are delivered within two business days.           08:47 PM, 25th Jan                     Ines                    But there is only one household which is a carpet and have requested delivery February 7th ! I can’t receive it before           08:48 PM, 25th Jan                     Ines                    Or else you ask delivery to bring it in another address           08:49 PM, 25th Jan                     Ines                    This is fir all order ! Nowhere mentionned it’s going to be delivered before           08:50 PM, 25th Jan                     Ines                    And why I received this notification then ?” Saying being delivered to customer “????? Where is the item ?           08:51 PM, 25th Jan                   Saurav                   The rug that you ordered is a house hold item, and these items are not delivered under scheduled delivery on a fixed date. Furniture is delivered separately and household item is delivered separately.           08:51 PM, 25th Jan                     Ines                    Ok now what’s the solution.  ???           08:52 PM, 25th Jan                     Ines                    How can you help me with my item ???           08:52 PM, 25th Jan                     Ines                    When placing order this should have been mentionned !!           08:52 PM, 25th Jan                   Saurav                   Is there anyone at your place who can keep the rug until you arrive?           08:54 PM, 25th Jan                     Ines                    Nope           08:54 PM, 25th Jan                     Ines                    I need to ask delivery for another address           08:55 PM, 25th Jan                     Ines                    Also what is this message ?           08:55 PM, 25th Jan                     Ines                             08:55 PM, 25th Jan                   Saurav                   Because the recollection of the item delivered can only happen once you are there or else there is someone who can return it to the courier staff.           08:55 PM, 25th Jan                     Ines                    Who received it ?? Customer name is me           08:55 PM, 25th Jan                     Ines                    ????           08:56 PM, 25th Jan                     Ines                    Who got this item ? What the deliver don’t call ???           08:56 PM, 25th Jan                     Ines                    I am starting to get upset now  Please find a solution fir me           08:56 PM, 25th Jan                   Saurav                   Due to Covid our delivery team mostly go for non contact item delivery where possible. It is probably kept outside your door.           08:57 PM, 25th Jan                   Saurav                   The item cannot be redelivered rather it can be returned and refunded. And you can place a new order for this item.           08:58 PM, 25th Jan                   Saurav                   However in order to do so there should be someone at your address to give the item to the courier staff.           08:59 PM, 25th Jan                     Ines                    Sorry ! I didn’t receive it and need my item or else request your delivery guy to take it back from whoever he delivered to           08:59 PM, 25th Jan                     Ines                    I have explained there is no one  Also calling customer has nothing to do with covid !!           09:00 PM, 25th Jan                     Ines                    Please !!           09:00 PM, 25th Jan                     Ines                    Do sthg           09:00 PM, 25th Jan                     Ines                    You cannot keep telling me same messages           09:01 PM, 25th Jan                     Ines                    There is a serious issue due to lack of communication in your system and need a tip           09:01 PM, 25th Jan                     Ines                    Action           09:01 PM, 25th Jan                   Saurav                   Is it possible to check with the security guard of the building or any neighbor ?           09:02 PM, 25th Jan                     Ines                    We didn’t move yet  I have to go there n check and this is not convenient for me           09:04 PM, 25th Jan                     Ines                    Can you check who received it ? Name of the one who had collected the item from delivery guy ? And give me driver name too ?           09:05 PM, 25th Jan                   Saurav                   I can check and retrieve few details however we can only update you tomorrow.           09:06 PM, 25th Jan                   Saurav                   I do apologize for any inconvenience caused. We try and maintain a very high level of service/products. This is definitely not in keeping with our standards.           09:06 PM, 25th Jan                   Saurav                   I can assure you that I will help you with a solution with your concern. However please give me time till tomorrow evening. The inconvenience is deeply regretted.           09:08 PM, 25th Jan                     Ines                    Please update me tomorrow morning           09:08 PM, 25th Jan                     Ines                    It is very frustrating really           09:08 PM, 25th Jan                     Ines                    Please need solution within the morning before 12 cannot wait till evening am sorry           09:08 PM, 25th Jan                     Ines                    How can delivery give items to someone who is not the customer himself and not bother to text or call customer ????           09:09 PM, 25th Jan                     Ines                    So kindly waiting for your answer tomorrow midday           09:09 PM, 25th Jan                   Saurav                   I do understand I will try my best to get the information it as fast as possible.           09:09 PM, 25th Jan                   Saurav                   Thanks a lot for your cooperation.           09:10 PM, 25th Jan                   Saurav                   Thank you for contacting HomeBox. I will get back to you with n update tomorrow. Is there anything else I can assist you with at the moment.           09:14 PM, 25th Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2020576