Subject: Ticket Assigned - Conversation with Francesca?
From: Home Box <[email-masked]>
To: [email-masked]
Date: Wed, 10 Feb 2021 13:32:46 +0000

Hi Niren Dsouza,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with Francesca? Francesca?                    Good afternoon I placed an order 9634193350. The email said it would be delivered today, can you confirm that it will still be delivered today please?  Thanks           05:00 PM, 10th Feb                   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           05:00 PM, 10th Feb                     Francesca?                    3           05:00 PM, 10th Feb                   New                   Thank you for your message. Our team is currently assisting other customers. We will get back to you shortly. Expected wait time for your response is 3. Thank you for your patience.           05:01 PM, 10th Feb                   New                   In the mean time please give us more details about your question. If you are contacting us for an existing order, please give us your order number and what is your question.  If you are contacting us about placing a new order, please let us know the question, and the name of the product you want to contact us for.           05:01 PM, 10th Feb                     Francesca?                    Good afternoon I placed an order 9634193350. The email said it would be delivered today, can you confirm that it will still be delivered today please?  Thanks           05:02 PM, 10th Feb                   Niren                   Hi Francesca , I am Niren, Please allow me one moment while I look up the status . This may take a minute or two.           05:06 PM, 10th Feb                     Francesca?                    Ok thank you           05:06 PM, 10th Feb                   Niren                   I've just checked and I'm afraid the order would not be delivered today.           05:11 PM, 10th Feb                     Francesca?                    For what reason?           05:11 PM, 10th Feb                   Niren                   It has reached your local center and should be delivered within the next 24-48 hours.           05:11 PM, 10th Feb                     Francesca?                    Should I have not received an email updating me of this change?           05:11 PM, 10th Feb                     Francesca?                    It not should not be up to the customer to follow up?           05:11 PM, 10th Feb                     Francesca?                    The items were shipped on Monday can you tell me why they are not being delivered today as I was told?           05:12 PM, 10th Feb                   Niren                   You may track the items by clicking on this link:  https://www.fareye.co/track.html?com_code=lmg&pm_Id=493&thex=ffffff&track_page_version=V2&&tracking_number=  Your tracking number is FP020821002014.           05:13 PM, 10th Feb                   Niren                   I will be contacting the courier team to follow up on the delivery.           05:13 PM, 10th Feb                   Niren                   However as of right now I do not have any updated information regarding this.           05:14 PM, 10th Feb                   Niren                   I am going to escalate this , though, to ensure that it is completed as soon as possible.           05:14 PM, 10th Feb                     Francesca?                    Can you make sure someone calls me with an explanation please?           05:14 PM, 10th Feb                     Francesca?                    I am extremely unhappy with this outcome           05:14 PM, 10th Feb                     Francesca?                    I would like to speak with someone to escalate the complaint           05:15 PM, 10th Feb                   Niren                   I will be escalating this to the courier team for the same.           05:15 PM, 10th Feb                   Niren                   I'm raising a complaint about this as we speak.           05:15 PM, 10th Feb                     Francesca?                    Thank you           05:15 PM, 10th Feb                     Francesca?                    Please can someone update me           05:16 PM, 10th Feb                     Francesca?                    I don’t want to have to chase this again           05:16 PM, 10th Feb                     Francesca?                    It is very bad customer service           05:16 PM, 10th Feb                   Niren                   I completely understand. I was just checking the system and we don't have your email address on record.           05:16 PM, 10th Feb                   Niren                   Could you please provide that?           05:17 PM, 10th Feb                     Francesca?                    I have received several emails from HomeBox regarding me placing the order and the delivery date being today           05:20 PM, 10th Feb                     Francesca?                    [email-masked]           05:20 PM, 10th Feb                   Niren                   I dont have it updated here with us as I think this is the first time you are chatting with us.           05:21 PM, 10th Feb                   Niren                   Thank you for that.           05:21 PM, 10th Feb                   Niren                   I have updated it. Please allow us some time, I'm raised your complaint to the courier  team as well and they should be delivering your items as soon as possible.           05:21 PM, 10th Feb                     Francesca?                    I really hope so           05:22 PM, 10th Feb                     Francesca?                    I am very disappointed in the service I have received as a first time customer           05:23 PM, 10th Feb                   Niren                   Absolutely. Rest assured this will get done as soon as possible.           05:23 PM, 10th Feb                     Francesca?                    I expect the delivery tomorrow and even then it will be late!           05:23 PM, 10th Feb                   Niren                   I completely understand.           05:24 PM, 10th Feb                   Niren                   Is there anything else I can assist you with today?           05:25 PM, 10th Feb                     Francesca?                    Thank you for yours help           05:26 PM, 10th Feb                   Niren                   You're most welcome. Have a nice day.           05:26 PM, 10th Feb                     Francesca?                    No that is all           05:26 PM, 10th Feb                   New                   Thanks for your patience. We are working on it. Please give us a few more minutes.           05:31 PM, 10th Feb                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2082513