Subject: Ticket Assigned - Conversation with raheel
From: Centrepoint <[email-masked]>
To: [email-masked]
Date: Sat, 25 Sep 2021 11:06:03 +0000

Hi Mayar nasser mahmoud,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with raheel raheel                    Bot:  Hi, welcome! Bot:  Please enter your name Customer:  raheel Bot:  Hi Raheel ,what do you need help with? Customer:  When will I get my refund? Bot:  Please choose your location Customer:  Saudi Arabia 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 SADAD or 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.  Paid by SADAD - 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 enter your email Customer:  [email-masked] Bot:  Please enter your number Customer:  0501275713            02:03 PM, 25th Sep                     raheel                    Hello           02:09 PM, 25th Sep                   reem                   Hi Raheel, Good afternoon, Thank you for contacting us. My name is Reem, I will be happy to assist you.           02:10 PM, 25th Sep                   reem                   Could you please share your order number so that I can assist you further?           02:11 PM, 25th Sep                     raheel                    Hi Reem           02:11 PM, 25th Sep                     raheel                    I have just collected two orders from the Click and Collect from one of your branch and I had the worst experience ever           02:11 PM, 25th Sep                     raheel                    Order Number 6354132340           02:12 PM, 25th Sep                   reem                   We apologize for the inconvenience caused. could you please provide us with more details about you experience           02:12 PM, 25th Sep                     raheel                    The order has one missing item           02:13 PM, 25th Sep                     raheel                    Tommie Tippie 2 bottles Panda Print           02:13 PM, 25th Sep                     raheel                    I was told I will get a refund           02:13 PM, 25th Sep                   reem                   Please allow me a moment to check this for you.           02:14 PM, 25th Sep                     raheel                    This item was available in the branch but they refused to help me           02:14 PM, 25th Sep                   reem                   Thank you for allowing me the time to check. I appreciate your patience.           02:16 PM, 25th Sep                     raheel                    The item I paid 31.50 for was not delivered but was available in the branch           02:17 PM, 25th Sep                   reem                   We always try to maintain accurate inventory on our website, but in this case due to unexpected reasons, the item you ordered is not available with us to be shipped currently in stock.  We are sorry, but this is not typical of the experience we offer, and we understand the inconvenience this has caused. The amount you paid online of SAR 31.5 will be refunded back to your original payment method within 7 - 14 working days based on your bank’s processing time.           02:17 PM, 25th Sep                   reem                   Is there anything else may I assist you?           02:17 PM, 25th Sep                     raheel                    I had to buy the same item for 55.00 riyals from the branch because they told me they can not help me and they can not match the price           02:17 PM, 25th Sep                     raheel                    Yes I want the difference of 55 which I paid and 31.50 to be refunded also as I had to buy this item from the branch           02:18 PM, 25th Sep                     raheel                    So the total refund should be 55 riyals           02:18 PM, 25th Sep                     raheel                    Plus the staff in the branch were extremely rude and unhelpful           02:19 PM, 25th Sep                   reem                   please give me a few minutes to check           02:19 PM, 25th Sep                     raheel                    I waited for more than one hour for anyone to even try to help and understand the issue           02:19 PM, 25th Sep                     raheel                    You can see from the records that I have placed 6 orders in the last 3 days and seriously I am very disappointed with the service this time           02:20 PM, 25th Sep                     raheel                             02:21 PM, 25th Sep                     raheel                    You see the same item was available so I do not understand why it was not sent and I was told it was           02:21 PM, 25th Sep                     raheel                    Not available in inventory?           02:21 PM, 25th Sep                   mayar                   HiRaheel ,Good afternoon Thank you for contacting us. My name is Mayar ,i will be happy to help you.           02:22 PM, 25th Sep                     raheel                    Hi Mayar           02:22 PM, 25th Sep                     raheel                    I was being assisted by Reem           02:22 PM, 25th Sep                     raheel                    Has she informed you about the issue?           02:22 PM, 25th Sep                   mayar                   Yes           02:23 PM, 25th Sep                   mayar                   We sincerely apologize for any inconvenience caused,           02:23 PM, 25th Sep                     raheel                    Basically I just had to pay 55 riyals for an item that I never received and had to buy from the branch where it was available           02:24 PM, 25th Sep                   mayar                   For sorry we do not have exchange policy the item can be returned only           02:24 PM, 25th Sep                   mayar                   Please accept our apology as ​you were not able to purchase this item ​even when you received a notification that this item is in stock. ​           02:24 PM, 25th Sep                     raheel                    Plus the attitude of the staff was extremely poor and unhelpful in the branch           02:25 PM, 25th Sep                     raheel                    And I don’t understand if the same item is available in the branch then why would i be told that there is no inventory when I ordered it online?           02:26 PM, 25th Sep                     raheel                             02:26 PM, 25th Sep                     raheel                    Here is the item and the reciept of purchase for 55 riyals from the branch           02:27 PM, 25th Sep                   mayar                   We sincerely apologize for any inconvenience caused,           02:28 PM, 25th Sep                   mayar                   For sorry we do not have exchange policy the item can be returned only           02:28 PM, 25th Sep                   mayar                   We are truly sorry to hear that you were not assisted properly by our store staff member. This is surely not the experience we want our customers to have when they shop with us.  ​ We take matters like these very seriously. We have now forwarded the feedback to our store and they are surely going to take a strict action on this.   Again, please accept our sincere apologies for this.           02:28 PM, 25th Sep                     raheel                    I don’t want exchange or refund           02:28 PM, 25th Sep                     raheel                    I just want the refund for 55 that I paid for the item which should have been 31.50 as per my order           02:29 PM, 25th Sep                     raheel                    You can check the order number           02:29 PM, 25th Sep                     raheel                    6354132340           02:30 PM, 25th Sep                   mayar                   Kindly be informed that the prices of the product is totally different in the store           02:31 PM, 25th Sep                     raheel                    I know this           02:32 PM, 25th Sep                     raheel                    But how can you cancel and item saying there is no inventory when the same item           02:32 PM, 25th Sep                     raheel                    Is available in the branch?           02:32 PM, 25th Sep                     raheel                    And charge different price for it?           02:32 PM, 25th Sep                     raheel                    This is against the law           02:32 PM, 25th Sep                   mayar                    We would like to inform you that store and online are two different platforms           02:33 PM, 25th Sep                   mayar                   we do not have any information regarding the store product/offers and promotions.           02:33 PM, 25th Sep                   mayar                   Is there anything else i can help you with?            02:33 PM, 25th Sep                     raheel                    Yes           02:34 PM, 25th Sep                     raheel                    Can you check and tell me when my refund will be processed?           02:34 PM, 25th Sep                     raheel                    From the missing item in Order 6354132340           02:35 PM, 25th Sep                   mayar                   Could you please allow me 2 minutes to check your order details?           02:35 PM, 25th Sep                     raheel                    Sure           02:36 PM, 25th Sep                   mayar                   We would like to inform you that we have processed the refund of amount (28.8) as a refund voucher which you can use it on your next purchase with us. The voucher code you need to apply in promo code section at checkout is ( 63541323409060181351) *Terms and conditions apply  * Terms and conditions: 1. This voucher code is valid till 6 Months 2. Voucher is only valid on https://www.centrepointstores.com/sa/en  3. The voucher code can only be used once, on a single transaction – per head/credit card/registration.           02:37 PM, 25th Sep                   mayar                   We sincerely apologize for any inconvenience caused to you.  We have checked and we would like to inform you that you have used promotional voucher while placing your order and all the vouchers are non refundable. Hence, we have processed the refund for the same amount which you have paid for it.           02:37 PM, 25th Sep                   mayar                   Is there anything else i can help you with?            02:37 PM, 25th Sep                     raheel                    This is incorrect           02:38 PM, 25th Sep                     raheel                    The item is 31.50 so why is there a difference in refund amount?           02:39 PM, 25th Sep                     raheel                    Can you check that you are not confusing it with another item?           02:39 PM, 25th Sep                     raheel                    The cancelled item is Tommie Tippie 2 bottles Panda Print           02:39 PM, 25th Sep                     raheel                    I think you are confusing it with a different item that was returned?           02:39 PM, 25th Sep                   mayar                   We sincerely apologize for any inconvenience caused to you.  We have checked and we would like to inform you that you have used promotional voucher while placing your order and all the vouchers are non refundable. Hence, we have processed the refund for the same amount which you have paid for it.           02:40 PM, 25th Sep                   mayar                   Can you check your order please           02:40 PM, 25th Sep                   mayar                   Is there anything else i can help you with?            02:40 PM, 25th Sep                     raheel                    I can use this voucher on Center Point app?           02:42 PM, 25th Sep                     raheel                    I have checked the Order and it is 31.50 that I have paid           02:42 PM, 25th Sep                     raheel                    This is what should be refunded           02:42 PM, 25th Sep                     raheel                             02:43 PM, 25th Sep                     raheel                    Check the first item           02:43 PM, 25th Sep                     raheel                    The 28.8 is for a different item returned in store           02:44 PM, 25th Sep                   mayar                   You have used a voucher while placing the order           02:46 PM, 25th Sep                   mayar                   right ?           02:46 PM, 25th Sep                     raheel                    10% code           02:47 PM, 25th Sep                     raheel                    Item was 35           02:47 PM, 25th Sep                     raheel                    I paid 31.50           02:47 PM, 25th Sep                     raheel                    reem  We always try to maintain accurate inventory on our website, but in this case due to unexpected reasons, the item you ordered is not available with us to be shipped currently in stock. We are sorry, but this is not typical of the experience we offer, and we understand the inconvenience this has caused. The amount you paid online of SAR 31.5 will be refunded back to your original payment method within 7 - 14 working days based on your bank’s processing time.           02:47 PM, 25th Sep                     raheel                    This is the message from your colleague earlier Reem           02:47 PM, 25th Sep                     raheel                             02:48 PM, 25th Sep                     raheel                    You are confusing the 28.8 for a different item that was returned in the store           02:48 PM, 25th Sep                     raheel                    The 31.50 refund is for the cancelled item that was never DELIVERED and was cancelled by your warehouse!           02:49 PM, 25th Sep                     raheel                             02:50 PM, 25th Sep                     raheel                    See the 28.80 refund voucher is for a different item           02:50 PM, 25th Sep                     raheel                    I want the 31.50 refund for the Tommie Tippie 2 Bottles Panda Print which was cancelled! It is a different item!           02:51 PM, 25th Sep                     raheel                    Helloo!           02:56 PM, 25th Sep                   mayar                   We have checked and we would like to inform you that you have used promotional voucher while placing your order and all the vouchers are non refundable. Hence, we have processed the refund for the same amount which you have paid for it.           03:01 PM, 25th Sep                   mayar                   Sorry for the late replay           03:01 PM, 25th Sep                   mayar                   but You have used a voucher while placing the order and the amount of this voucher is nonrefundable so it was not refunded           03:02 PM, 25th Sep                   mayar                   Can you check your order please           03:02 PM, 25th Sep                   mayar                   Is there anything else i can help you with?            03:02 PM, 25th Sep                   mayar                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           03:05 PM, 25th Sep                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/3143575