Subject: Ticket Assigned - Conversation with tanju
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Sat, 02 Jan 2021 11:31:51 +0000

Hi Juhi Goel,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with tanju tanju                    Bot:  Hi again! Bot:  Please enter your name Customer:  tanju Bot:  Hi Tanju ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  United Arab Emirates 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’ve just received my order and I’ve paid full payment 199dhs..but I didn’t get all my purchases..the kajal from essence and lipstick Agent:  Hi Tanju, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding missing item. Customer:  Hello Agent:  Yes Customer:  IMAGE Customer:  Yes the kajal and the lipstick Customer:  How can I get them now? Agent:  We request you to please specify the proper item name about your inquiry so that we can assist you better. Customer:  IMAGE Customer:  I’ve paid 199dhs Customer:  I didn’t get my cosmetics items Customer:  Essence kajal and lipstick Customer:  How can I get them now? Agent:  May I request you to please stay on hold while I retrieve the information. Customer:  Ok Agent:  We would like to inform you that as we can see with respect to order #, all the items including the item (Essence Long Lasting Eye Pencil & Essence Spice it up! Matte Lipstick) have been delivered to you successfully on​ 12/27/20 Agent:  We would like to request you to check the shipment again and Please let us know if you have not received the item. Customer:  The delivery man give me one separate box of cosmetics but he told me I’ve to pay 37dhs for that cosmetics Customer:  I said that my full payment is 199dhs then why I vl give 37dhs extra Customer:  And then he return my cosmetics but I’ve paid full payment 199dhs Customer:  Maybe your company mistakenly made that separate box Customer:  Plz send my cosmetics again Customer:  Which I already paid Customer:  But didn’t get dear Agent:  May I request you to please stay on hold. Customer:  Ok Agent:  We would like to inform you that we have escalated the issue to the relevant team and will get back to you as soon as possible. Agent:  We wil mail you the updates regarding your case on your registered email id 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 Tanju ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  United Arab Emirates 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:  Hello Customer:  Einglish Customer:  English Customer:  Why you all holding me Customer:  I already said that Customer:  I didn’t get some of my purchases but I’ve paid full payment Customer:  Now how I can get my purchases? Agent:  Hi Tanju, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding missing items. Agent:  This is surely not the experience we want our customers to have when they shop with us. Agent:  We would like to inform you that we have escalated the issue to the relevant team and will get back to you as soon as possible. Agent:  I'm not getting a response from you. Are we still connected? Agent:  As we have not received a response, this chat will be closed automatically. Please feel free to get in touch with us in case of any unanswered query. 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 Tanju ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  United Arab Emirates 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 Agent:  Hi Tanju, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding your remaining items. Customer:  Hello Customer:  I already explained my problems Customer:  Plz tell me that when I will get my cosmetics? Customer:  Just send them to me as early as possible Agent:  As we can check, your case for the remaining cosmetics items 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 1929680. Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent Customer:  Now what will I do? Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Tanju ,what do you need help with? Customer:  Returns process Bot:  Please choose your location Customer:  United Arab Emirates 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:  1929680. Customer:  Just tell me when I will get my cosmetics Agent:  Hi Tanju, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding remaining items. Customer:  How many times I have to say same thing?!! Customer:  You there? Agent:  We can understand your frustration here. However, we are still investigating your case from our courier team regarding your remaining items. It may take 24 - 48 hours for the resolution. Customer:  When I will get my purchases? Plz tell me the date Customer:  So what will I do now? Customer:  I have to wait for 24hrs? Agent:  We would request you to please allow us some time to do the needful. Customer:  Or I have to contact you everyday ? Customer:  How much do you need? Customer:  I just want to know that will I get my purchases or not? Customer:  Not one confirmed it here Customer:  Everyone just need time Agent:  If possible, we request you to please confirm us the contact number of the courier partner that is assigned to you. Customer:  Okay Customer:  Wait Customer:  +971 54 305 1564 Customer:  His num Customer:  I showed him my messages also Customer:  From Centrepoint Customer:  But he told me I’ve to pay 37dhs extra for that cosmetics Agent:  We sincerely apologize again for the inconvenience caused to you. Agent:  We request you to please consider this as a rare case Customer:  Now what should I do? Customer:  Will I get my cosmetics back? Customer:  I gave the cosmetics box that delivery man Customer:  Plz do something Customer:  I never dissatisfied from your shop Agent:  We would like to inform you that we have already escalated the case to the courier team. However, it will take us 24 - 48 to for the resolution. We would highly request you to please allow us some more time to do the same. Agent:  It was a pleasure to assist you. Thank you for contacting us. Bot:  Rate our Customer Service Agent Customer:  Same msg Bot:  Oops! Couldn't get that, am a new bot in town and learning with time.  You can try rephrasing your question. Bot:  Hi Tanju ,what do you need help with? Customer:  /startOver Bot:  Hi Tanju ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  United Arab Emirates 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 cash - 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.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. 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:  I still didn’t get my purchases? Customer:  When I will get my cosmetics? Customer:  You said that after 24hrs you will solve that matter Agent:  Hi Tanju, Thank you for contacting us. How may I help you? Customer:  Now you have no response Customer:  Hi Customer:  Yesterday I’ve paid full payment for my purchases but there some products was missing Customer:  The essence kajal and lipstick Customer:  But I paid full money Customer:  Tell me when I will get my cosmetics? Customer:  Which I already paid Customer:  This is very disappointing Agent:  we are apologising for that Agent:  After we checked your case is still working on it Customer:  Hello Customer:  How many days you will take for solve that problems?? Customer:  From yesterday you working on it Customer:  If you don’t send my cosmetics then give me my money back Agent:  They already old you that it will take from 24-48 hours Customer:  24hrs already gone but no response Customer:  No one confirming my cosmetics will get or not Customer:  So what will I do ? Agent:  They already working on it and you will be contact via email when it's solved Agent:  It was a pleasure to assist you. Thank you for shopping with us. Agent:  Have a wonderful day. 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 Tanju ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  United Arab Emirates 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 cash - 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.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. 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:  48hrs is already completed Agent:  Hi Tanju, Thank you for contacting us. My name is Ishan. I can see that you have contacted us regarding return process. Customer:  When I will get my cosmetics? Customer:  How many times I’ve to say same things? Agent:  May I request you to please stay on hold while I retrieve the information. Customer:  Hello Agent:  We are extremely sorry to say that we will not be able to ship your cosmetic items back. However, as a token of apology for the inconvenience caused, we have initiated the refund for the items in your my credit ammount.  Once again please accept our sincere apologies for the inconvenience this has caused Customer:  It’s okay Customer:  Will I get back my cosmetics? Agent:  We would request you to please place a new order for the same items and we will try our best to make sure the items are delivered to you in a timely fashion.   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 Tanju ,what do you need help with? Customer:  Refund queries Bot:  Please choose your location Customer:  United Arab Emirates 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 cash - 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.   Please note, it will take longer for us to receive and process your returns during this period. This may delay your refund as well. 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            01:36 AM, 02st Jan                     tanju                    Still didn’t get my cosmetics which I’ve paid already           01:38 AM, 02st Jan                     tanju                    72hrs gone already           01:38 AM, 02st Jan                     tanju                    You said 48hrs           01:38 AM, 02st Jan                   Hamza                   Hi, Thank you for contacting us.This is Hamza. How may I help you?            01:38 AM, 02st Jan                     tanju                    So disgusting!!!           01:38 AM, 02st Jan                     tanju                    Hello           01:39 AM, 02st Jan                   Hamza                   Could you please share your order number so that I can assist you further?           01:39 AM, 02st Jan                     tanju                    I’ve paid 199dhs for my purchases           01:39 AM, 02st Jan                     tanju                    But there was some products missing           01:39 AM, 02st Jan                     tanju                    My Essenes kajal and lipstick           01:40 AM, 02st Jan                     tanju                    Was missing           01:40 AM, 02st Jan                   Hamza                   Could you please share your order number so that I can assist you further?           01:40 AM, 02st Jan                     tanju                    Your staff told I will get them within 48hrs           01:40 AM, 02st Jan                     tanju                    Wait           01:41 AM, 02st Jan                     tanju                    9624669686           01:41 AM, 02st Jan                   Hamza                   May I request you to please stay on hold while I retrieve the information.            01:42 AM, 02st Jan                     tanju                    Plz do fast           01:42 AM, 02st Jan                     tanju                             01:43 AM, 02st Jan                   Hamza                   We would like to inform you that we have processed the refund of amount (AED 20 ) in your my credit wallet.You can use your my credit account in your online purchase in 5 easy steps:   Step 1 - Simply log onto your account Step 2 - Start shopping Step 3 - Add chosen items to basket Step 4 - Proceed to checkout Step 5 - Select the my credit as a payment option           01:43 AM, 02st Jan                   Hamza                   Is there anything else I can help you?            01:43 AM, 02st Jan                     tanju                    Already sent in my wallet?           01:44 AM, 02st Jan                   Hamza                   Yes           01:44 AM, 02st Jan                     tanju                    Or will sending           01:44 AM, 02st Jan                     tanju                    Okay thank you           01:44 AM, 02st Jan                   Hamza                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           01:45 AM, 02st Jan                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/1945651