Subject: Ticket Assigned - Conversation with muneera
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Mon, 11 Jan 2021 17:55:43 +0000

Hi Mohammad Humayun,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with muneera muneera                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  muneera Bot:  Hi Muneera ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  Kuwait Bot:  Please enter your order number to continue Customer:  8222398985 Bot:    Your order status is  : Cancelled   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:  +96565554056 Bot:  Please wait while we transfer you to an agent Customer:  ?? Customer:  Are you there? Agent:  Hi Muneera, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding order update. Customer:  Yes. I still haven't received a message regarding my order. Customer:  IMAGE Customer:  Are you there? Agent:  We would like to inform you that whenever you place an order, all the items that you want to purchase go to our quality team for a quality check to make sure they are in good condition to be sent to you.  Agent:  We would like to inform you that during quality check, we found out that your item was not in a good condition to be sold and that was the last of their stock hence we took that out of your order and refunded you for that item as refund voucher that you can use to shop any product on our website. Agent:  We will not be happy either if you receive bad items in your order, this is the reason why this item was cancelled and you received a notification regarding the same item. Customer:  I can understand.  But the chat message above says that it has been cancelledchat message above sa Customer:  I did not receive any notification or a call. Agent:  For your reference, your refund voucher code is 8923659896801-75720-35892 that you can use to shop any product from our website. Customer:  I want a cash refund. Customer:  Since i did not cancel my order. Customer:  ??? Agent:  We are extremely sorry to say that we can provide cash refund as refund has already been processed as a voucher. Customer:  But i did not receive any message from you. It's not my fault. Customer:  Why do you take so long to reply Customer:  Your customer service sucks Customer:  /startOver Customer:  I want my refund in cash Agent:  We can understand your frustration here. However, it may not be possible for us to provide you the cash refund. However, we have escalated the case to our concern team to provide you the refund for the same in your KNET bank account. Agent:  I'm not getting a response from you. Are we still connected? Customer:  Yes Customer:  How long will that take Customer:  The problem is that i waited 1 week for someone to call or message me. I was not aware that my item was cancelled. No one got in touch with me Customer:  Instead of asking me what i would want to do with my refund (cash or voucher) you all proceeded without asking me Customer:  This was my 1st time buying online with Centrepoint and i think it will be my last too. I sm very disappointed with the services Agent:  We sincerely apologize for the inconvenience caused to you. Agent:  This is surely not the experience we want our customers to have when they shop with us. Customer:  How long will my refund take Agent:  We request you to please consider this as a rare case and please allow us some time to process the refund in your KNET Bank Account Customer:  Ok 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 Muneera ,what do you need help with? Customer:  Your order update Bot:  Please choose your location Customer:  Kuwait Bot:  Please enter your order number to continue Customer:  8223732408 Bot:   Your order status is  : Pending   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:  Yes Bot:  Happy to help. 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 Muneera ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  Kuwait Bot:   Want to return something?  You can do it in 3 easy ways.    1.You can request a return online. Go to order history in “My Account”.  2.You can return an item in one of our nearest store.   3.You can contact our customer support to place a return request.    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 wait while we transfer you to an agent Customer:  I would like to return the dress i ordered Agent:  Hi Muneera, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding return process. Customer:  Yes. Can i return at the stpre? Agent:  Kindly share us with the order id in order to assist you better Customer:  IMAGE Customer:  ? Agent:  May I request you to please stay on hold while I retrieve the information. Customer:  Sure Agent:  Yes Customer:  You mean i can go to any centrepoint store? Agent:  Here’s what you need to do.  ·Visit your nearest store: Wrap your returns in their original shipping packaging and bring it along with your invoice to any Centrepoint store across Kuwait.  ·Hand over your return: An authorized staff member will take your package and hand you an acknowledgement receipt. Please keep this safe.  ·Receive your refund: After we check your returns, we'll process your refund. If you’ve paid by cash, you can ask for a cash refund. It can also be refunded to your My Credit account for online purchases. If you’ve paid by card, you can receive a refund to your card.  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 Muneera ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  Kuwait 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 Knet - 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.  Paid by Knet - 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.    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 Bot:  Please wait while we transfer you to an agent Customer:  Hi! I am still waiting for my refund? Customer:  IMAGE Agent:  Hi Muneera, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding refund queries. Customer:  Yes Agent:  As we can check, your case for KNET Refund had already been escalated . we request you to please allow us some more time to do the same. Agent:  For your reference, your complaint number is 1902403. Customer:  Thank you. Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent 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 Muneera ,what do you need help with? Customer:  /startOver Bot:  Hi Muneera ,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 3 easy ways.    1.You can request a return online. Go to order history in “My Account”.  2.You can return an item in one of our nearest store.   3.You can contact our customer support to place a return request.    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            09:45 PM, 11th Jan                   Mohammad                   Hi Muneera, Thank you for contacting us. My name is Mohammad. How may I help you?            09:47 PM, 11th Jan                     muneera                    Hello. I bought some puzzles on the 20th December. About 7 pieces. I would like to change them. Is it possible           09:48 PM, 11th Jan                     muneera                    I want the sane puzzle with a different theme           09:49 PM, 11th Jan                   Mohammad                   Could you please share your order number so that I can assist you further?           09:49 PM, 11th Jan                     muneera                    Sure           09:49 PM, 11th Jan                     muneera                    Which is the order no           09:50 PM, 11th Jan                   Mohammad                   it's a 10 digit number           09:51 PM, 11th Jan                   Mohammad                   start with 8           09:51 PM, 11th Jan                     muneera                             09:51 PM, 11th Jan                   Mohammad                   Ok It was a store purchase ?           09:52 PM, 11th Jan                     muneera                    Yes           09:52 PM, 11th Jan                   Mohammad                   We are really sorry as we are online support team. For store purchases we suggest you to kindly visit the store for replace or return.           09:53 PM, 11th Jan                   Mohammad                   Is there anything else I can help ?           09:54 PM, 11th Jan                     muneera                    Ok thanks. Do you have any idea if the woukd change the products if it exceeds 14 days?           09:54 PM, 11th Jan                   Mohammad                   For online purchase we do not exchange. But for store you need to check as store policy is different from online.           09:55 PM, 11th Jan                     muneera                    Ok           09:55 PM, 11th Jan                   Mohammad                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           09:55 PM, 11th Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1978451