Subject: RE: [#5298923] - 9400275364 / Missing item
From: Anslem Misquitta <[email-masked]>
To: "Jasim Vali Mohammed Bebal" <[email-masked]>, Vaishak Piriyarath <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>, Home Box <[email-masked]>, Sabry Yousef <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>
Date: Tue, 22 Nov 2022 12:25:48 +0000

Hi Jasim,

Can we get the footage for this order, also can you confirm how many container were sent to courier partner.

[A close up of a sign  Description automatically generated]
Anslem Misquitta
Retail Operations - Customer Care
T   :  800 HOMEBOX (4663269)
F   :  +971 4 5172380
E   :  [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina
P.O.Box 282028, UAE.
www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Jasim Vali Mohammed Bebal <[email-masked]>
Sent: Sunday, November 20, 2022 6:51 AM
To: Home Box <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>; Anslem Misquitta <[email-masked]>
Subject: RE: [#5298923] - 9400275364 / Missing item

Dear Team ,

For the subjected ticket order issue, the mention missing item is very much Picked / Packed & Shipped in the same box.
Have cross checked the footage for the same , if required will let me now will share the CCTV footage as well .
Kindly ask the customer to cross check for the same as both the dinner set is packed together.

[A close up of a sign  Description automatically generated]
Jasim Bebal
Executive E-commerce
HAPPINESS Every were
  T   :  +971 4 517 5824
  F   :  +971 4 517 5824
  M  :  +971 547559607
  E   :  [email-masked]<mailto:[email-masked]>
  DWC Landmark Group Shed 3
  Al-Makhtoom Airport
  P.O.Box 282028, UAE.
 www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CJasim.Bebal%40landmarkgroup.com%7C86a82fb702b84844653d08d8fdb8352e%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637538314886374237%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=3ktz8eDlyfzEUEIe3B1CWHyZEviSdQWV7wRurSNr128%3D&reserved=0>

From: Home Box <[email-masked]<mailto:[email-masked]>>
Sent: Saturday, 19 November 2022 9:36 PM
To: Jasim Vali Mohammed Bebal <[email-masked]<mailto:[email-masked]>>
Cc: HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#5298923] - 9400275364 / Missing item

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Please take a look at ticket #5298923<https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5298923> raised by Renz ([email-masked]<mailto:[email-masked]>).

Hi jasim,

Missing Item

Order ID: 9400275364
Tracking ID:1000018188356
Missing Item & Quantity:163362918 - - Atlanta Ribbon 20-Piece Dinner Set- QTY: 1
 ​
As we have checked, 1 box has been dispatched from WH and it has been delivered to Cx,
But Cx complained that item (163362918 - - Atlanta Ribbon 20-Piece Dinner Set ) is missing , please check and assist

Thanks & Regards,
Laith Almohamd
On Sat, 19 Nov at 1:21 PM , Renz <[email-masked]<mailto:[email-masked]>> wrote:
Renzo
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Good morning .
I open my order from deliver these a missing item? I order buy 1 get 1 then when i open the box it's only one per item
11:40 AM, 19th Nov
HB AE Whatsapp
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Hello, welcome to HomeBox!👋
مرحبًا بك في هوم بوكس
11:40 AM, 19th Nov
HB AE Whatsapp
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What language do you prefer?
ما هي اللغة التي تفضلها؟

Type 1 for English
أدخل 2 للغة العربية
11:40 AM, 19th Nov
Renzo
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[Image removed by sender.]
11:40 AM, 19th Nov
HB AE Whatsapp
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Sorry, that doesn't seem to be correct.🙇‍♂️ Would you like to try again?
11:40 AM, 19th Nov
HB AE Whatsapp
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What language do you prefer?
ما هي اللغة التي تفضلها؟

Type 1 for English
أدخل 2 للغة العربية
11:40 AM, 19th Nov
Renzo
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1
11:40 AM, 19th Nov
HB AE Whatsapp
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Hello, what can we help you with today? 💁🏻

1 - For help placing a new order
2 - Offers and Promotions
3 - To check order or delivery status
4 - For questions about returns or refund
5 - For complaints
6 - Check Store Locations

Please reply with only a single digit corresponding to the option
11:40 AM, 19th Nov
Renzo
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5
11:40 AM, 19th Nov
HB AE Whatsapp
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Please select one of the options from below.
1 for warranty related questions
2 for product quality complaint
3 for other complaints
11:40 AM, 19th Nov
Renzo
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3
11:41 AM, 19th Nov
Renzo
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11:42 AM, 19th Nov
Renzo
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11:42 AM, 19th Nov
Renzo
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11:42 AM, 19th Nov
Renzo
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This one is buy 1 get 1
11:43 AM, 19th Nov
Laith
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Hi Renzo , I am Laith, Please allow me one moment while I look up the status. This may take a minute or two.
11:51 AM, 19th Nov
Laith
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"Buy 1 Get 1 Free Offer" The customer must buy 2 products and then the customer will pay for 1 of the products in his basket and get 1 of the (lowest priced) products for free.
11:54 AM, 19th Nov
Laith
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Is there anything else I can assist you with today?
11:54 AM, 19th Nov
Renzo
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Explain me this.. i order 2 atlanta for 34.50 where the other one i order
11:56 AM, 19th Nov
Renzo
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It's only one here
11:56 AM, 19th Nov
Laith
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Dear customer did you select two pieces of the product ?
12:03 PM, 19th Nov
Renzo
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12:05 PM, 19th Nov
Renzo
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This is my all order.. one is missing?
12:06 PM, 19th Nov
Laith
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12:15 PM, 19th Nov
Laith
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Dear customer this one is buy one get one
12:15 PM, 19th Nov
Laith
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the other one you orders two and you get one ?
12:16 PM, 19th Nov
Renzo
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Ah
12:17 PM, 19th Nov
Renzo
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I pay this one different design.. pls check
12:18 PM, 19th Nov
Renzo
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Pls check properly.. i order 2 different design.. so mean is two items
12:20 PM, 19th Nov
Renzo
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??
12:20 PM, 19th Nov
Laith
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Dear customer , please provide me with your order number
12:22 PM, 19th Nov
Renzo
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12:24 PM, 19th Nov
Laith
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Dear customer this is courier tracking , kindly provide me with the order number then I can help you as well as I can
12:26 PM, 19th Nov
Renzo
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Your order 9400275364 has been delivered. We'd love to hear about your shopping experience. Let us know at: https://homebox.app.link/WAxe9U7u1ub
12:27 PM, 19th Nov
Laith
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Please allow me a moment and I will check on this for you.
12:38 PM, 19th Nov
Laith
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Dear customer as per our record , your order include 1 piece of the product and we cut amount for one piece
12:40 PM, 19th Nov
Renzo
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As per your promotion in application its buy 1 get 1
12:45 PM, 19th Nov
Renzo
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Check my order
12:46 PM, 19th Nov
Renzo
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I need my one item.. still missing or esle I'll to store to complain?
12:48 PM, 19th Nov
Laith
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Dear customer, we are extremely sorry for the inconvenience caused to you. We have raised your issue to the concerned department and we prioritize your order to be delivered as earlier as possible. I, kindly ask you to provide us with your Mail ID
12:50 PM, 19th Nov
Laith
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How many containers did you receive the product?
12:51 PM, 19th Nov
Laith
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Hi, I'm not getting a response from you. Are we still connected?
01:00 PM, 19th Nov
Renzo
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[email-masked]<mailto:[email-masked]>
Location is auh liwa street same building of national exchange building,602 near to dominos pizza
01:00 PM, 19th Nov
Laith
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Is there anything else I can assist you with today?
01:04 PM, 19th Nov
Laith
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Dear customer , kindly can you till me How many containers did you received ?
01:05 PM, 19th Nov
Renzo
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Actually 1 items is also under promotion of buy 1 get 1. But i put only one items can i still take the free item.. ..the horse i take if i buy 1 there a free
01:05 PM, 19th Nov
Renzo
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Only two
1 horse
1 plate box
01:06 PM, 19th Nov
Laith
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Dear customer you can not do like that , you can return the item and order again
01:08 PM, 19th Nov
Laith
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Is there anything else I can assist you with today?
01:08 PM, 19th Nov
Renzo
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Can i return here in home box in hamdan?
01:10 PM, 19th Nov
Laith
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You can return household item purchased online through the below channels:

1: You can book the return online within 30 days. You can log into your account and go to Order History. Click on """"Order number"""". From that page, you can see an option to return an item. Just click on the box and follow the instructions. or you can share order ID and spacific item ID so we can place a return request on your behalf.

2: You can also drop off your return to any Homebox store across the UAE within 14 days: Wrap your returns in their original packaging and bring the invoice to any Homebox store in the UAE.

We would like to inform you that after placing a return request it will take 3-5 business days to collect and 2 - 3 business days to reach our warehouse and take 1 - 2 business days from the time we receive your return to conduct a quality check and issue your refund.
01:12 PM, 19th Nov
Renzo
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Ok it's long process...

It's ok to deliver the missing item
01:15 PM, 19th Nov
Renzo
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Location liwa street same building of national exchange building 602. Near to dominos pizza or backside of al halia hospital
01:16 PM, 19th Nov
Renzo
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This one the missing one
01:17 PM, 19th Nov
Laith
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ok , will do it As soon as possible
01:18 PM, 19th Nov
Laith
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Is there anything else I can assist you with today?
01:18 PM, 19th Nov
Renzo
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Thank u laith..
01:19 PM, 19th Nov
Renzo
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I'll wait the item..
01:20 PM, 19th Nov
Laith
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It was a pleasure to assist you. Thank you for shopping with us.

Have a wonderful day.
01:20 PM, 19th Nov
View conversation in Freshchat<https://web.freshchat.com/a/510395015250362/inbox/open/0/conversation/680298094847858>

5298923:1125156
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