Subject: Ticket Assigned - Conversation with زفت
From: Max <[email-masked]>
To: [email-masked]
Date: Sun, 14 Mar 2021 13:00:06 +0000

Hi Fatma Maher,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with زفت زفت                    Bot:  Hi again! Bot:  Please enter your name Customer:  زفت Bot:  Hi زفت ,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            04:25 PM, 14th Mar                     زفت                    ?????????????           04:29 PM, 14th Mar                   fatma                   مرحبا معك فاطمة,يسرني أن أساعدك.           04:30 PM, 14th Mar                     زفت                    Order number 2000980576, NO RESPONSE FROM YOUR DELIVERY TRAM FOR RETURN, I contact you every single day about my issue and there is no solution so far!!!! I need to speak to someone who can actually solve my issue instead of saying useless words like you do! I’m not going to wait more than this, your service is beyond horrible and I’m literally speechless at the extent of your mistreatment. If you’re not solving this, let me speak to a higher manager!! It makes no sense for me to wait for a whole month for a simple return request           04:30 PM, 14th Mar                   fatma                   could you share your contact number with us           04:33 PM, 14th Mar                     زفت                    00201005291053           04:33 PM, 14th Mar                     زفت                    I already did that on Wednesday!!!!!!!           04:34 PM, 14th Mar                   fatma                   i can see that your issue has been escalated           04:37 PM, 14th Mar                   fatma                   we will check this issue again           04:37 PM, 14th Mar                     زفت                    What does that even mean!           04:37 PM, 14th Mar                     زفت                    I need an exact date for collection           04:38 PM, 14th Mar                     زفت                    Right now           04:38 PM, 14th Mar                     زفت                    It’s been one whole month!           04:38 PM, 14th Mar                   fatma                   and we will arrange a call back from our side  ASAP           04:38 PM, 14th Mar                     زفت                    That’s just unreasona           04:38 PM, 14th Mar                     زفت                    When           04:38 PM, 14th Mar                     زفت                    I need date or time           04:38 PM, 14th Mar                     زفت                    All I get from you is we will reply asap           04:38 PM, 14th Mar                     زفت                    And it’s been like this since 21 Feb           04:38 PM, 14th Mar                     زفت                    !!!!!           04:39 PM, 14th Mar                   fatma                   i can understand your frustration here           04:42 PM, 14th Mar                   fatma                   but our team is working to fix this issue           04:42 PM, 14th Mar                     زفت                    I dont care I just want my return done today or tomorrow           04:42 PM, 14th Mar                     زفت                    If you’re contacting me           04:42 PM, 14th Mar                     زفت                    Contact me right now           04:43 PM, 14th Mar                     زفت                    Or wait with me until You do           04:43 PM, 14th Mar                   fatma                   and we will arrange a call back soon           04:43 PM, 14th Mar                     زفت                    Because I never get emails           04:43 PM, 14th Mar                     زفت                    Or calls           04:43 PM, 14th Mar                     زفت                    There is no soon here           04:43 PM, 14th Mar                     زفت                    It’s been a whole month of your soon           04:43 PM, 14th Mar                     زفت                    Let me speak to a higher manager if you cant solve this           04:44 PM, 14th Mar                     زفت                    This is a huge problem from your side           04:44 PM, 14th Mar                   fatma                   wait for a moment           04:46 PM, 14th Mar                     زفت                    Okay           04:46 PM, 14th Mar                   fatma                   i will transfer the chat to my supervisor right now           04:47 PM, 14th Mar                     زفت                    Okay           04:47 PM, 14th Mar                   Apoorv                   Hi Yasmine, My name name is Apoorv. I am the Floor Support Manager.           04:49 PM, 14th Mar                   Apoorv                   Please allow me a moment to review your chat.           04:49 PM, 14th Mar                     زفت                    Hello! Do you understand my issue with your service here or do I need to repeat it all over again?  (That I have been waiting for my return request since 21 Feb and have contacted you via email-chat-calls every single day for a whole month and All I get is that you will contact me soon?????) Ps: this also happened with my return request on January too, but this time it just went too far!!!           04:50 PM, 14th Mar                   Apoorv                   Thank you for your patience and I apologize for you regarding this delay in collection of your items. I can assure you that this is definitely not the kind of experience we want you to have, our returns are meant to be a hassle free process.           04:52 PM, 14th Mar                   Apoorv                   I can understand your frustration here, if i was in your shoes, iw ould be feeling the same.           04:52 PM, 14th Mar                   Apoorv                   As I can see in your previous chat with us, the case was already forwarded to the courier partner to contact you on priority and arrange collection with you.           04:53 PM, 14th Mar                     زفت                    That’s what I’ve been told on Wednesday, I was expecting your courier to contact me by today or even yesterday           04:53 PM, 14th Mar                     زفت                    This week is almost over           04:53 PM, 14th Mar                     زفت                    And i need my issue to be solved this week, i will not be available next week           04:54 PM, 14th Mar                     زفت                    Not my fault it got delayed for a whole month           04:54 PM, 14th Mar                   Apoorv                   Since you are confirming today that nobody has still not contacted you regarding this, I will personally contact the courier partner directly and will be following up with you on this. I will ask them to contact you within today, if they still do not contact you max tomorrow please let me know. I will try to have this resolved for you by tomorrow max.           04:54 PM, 14th Mar                     زفت                    Okay thank you.           04:54 PM, 14th Mar                   Apoorv                   You are most welcome.           04:56 PM, 14th Mar                   Apoorv                   I will be dropping you an email once this chat is over. You can follow up with me directly by replying to that.           04:56 PM, 14th Mar                   Apoorv                   Is there anything else I can assist you with today?           04:57 PM, 14th Mar                     زفت                    No thanks           04:57 PM, 14th Mar                   Apoorv                   It was a pleasure to assist you. Thank you for shopping with us. Have a wonderful evening and stay safe!           04:59 PM, 14th Mar                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2244816