Subject: Ticket Assigned - Conversation with hinna
From: Landmark Group <[email-masked]>
To: [email-masked]
Date: Thu, 15 Sep 2022 12:50:13 +0000

Hi Shehanah Khalid,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with hinna hinna                    Bot:    Hi, welcome to Babyshop?  مرحبًا بك في بيبي شوب  Bot:  ✍️ Please enter your name Customer:  hinna Bot:  Hi hinna, what do you need help with? Customer:  ? Order Status Bot:  Please enter your order number to continue. Customer:   6167644183 Bot:  Sorry, this order number seems invalid. ?  Please check your order confirmation email or SMS for the correct order number. Bot:  Would you like to proceed? Customer:  Continue Bot:  Please enter your order number to continue. Customer:  6167644183 Bot:   Your order is on the way?    Track your order here:      You can also easily track your order from My Account > Order History.   Bot:  Before you go, would you like to rate our Customer Service [Customer Feedback: Extremely Dissatisfied] Bot:  Would you like to still talk to one of our agent? Customer:  Yes Bot:  Please enter your Email address Customer:  [email-masked] Bot:  Please enter your Phone number Customer:  0535978867 Bot:  Please wait, our agent will be with you shortly. Thanks Agent:  Hi(hinna), Thank you for contacting us. How may I help you? Customer:  Hi Customer:  I sent email regarding alinma discount, which i didn't got it, while purchasing 300+ Customer:  When shold i get my refund amount of that discount which is approximately 75 riyal Customer:  I did shopping with my alinma bank Customer:  Still i didn't have any updates regarding my order. Order is still processing.  Feom 2 days Customer:  Today order supposed to be delivered but no tracking,  no information about order Agent:  Thank you for sharing the order details. Please allow me a moment to check this for you. Customer:  Take your time Agent:  We sincerely apologize for any inconvenience, we have forwarded your inquiry to the concerned team and one of our colleagues will contact you as soon as possible to help you resolve the issue.  We ask that you allow us some time so that we can work on this and do the work. Agent:  Do you have any other questions that I can help you with? Customer:  How much time you will take to resolve this issue? Customer:  And what about my order? Which should be delivered today? Customer:  ? Agent:  I will escalate the problem to the store to prepare the order for receipt as soon as possible Agent:  Do you have any other questions that I can help you with? Customer:  No thank you, i need my order asap becoz it was shopping of newborn which i needed urgently Agent:  It will be ready as soon as possible Agent:  It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day. Bot:  Before you go, would you like to rate our Customer Service Customer:  Ok Bot:   Hi, welcome to Babyshop?  مرحبًا بك في بيبي شوب  Bot:  Hi hinna, what do you need help with? Customer:  ? Refund Information Bot:   Returned some items? Here's how your refund works ?    After we receive your returns, we'll carry out a quality check and initiate your refund, depending on your payment method.   Credit or Debit Card  - Your refund will be credited to your card or bank account.  It may take an extra 4-15 business days to complete the transaction.   PayPal - Your refund will be credited to your PayPal account. It may take an extra 4-15 business days to complete the transaction.   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. This will take 4-7 business days.    If your products have been cancelled, this is how your refund works?    Your refund will depend on your payment method.   Credit or Debit Card  - Your refund will be credited to your card or bank account.  It may take an extra 4-15 business days to complete the transaction.   PayPal - Your refund will be credited to your PayPal account. It may take an extra 4-15 business days to complete the transaction.   If your return and refund are taking a little longer, don't worry.?  We just need more time to process your returns during sales.    Paid with a MADA Debit Card? Your refund timeline will depend on when we receive the return in our warehouse and complete the quality check. If this is 14 days after your order was placed, the MADA system will not be able to offer an automatic refund to your bank account. Instead, we will manually process your MADA refund and it may take 14-28 days after the refund is initiated to reflect in your account.   For more details, go to Returns Process and Returns Policy under Help Centre.  Bot:  Before you go, would you like to rate our Customer Service [Customer Feedback: Extremely Dissatisfied] Bot:  Would you like to still talk to one of our agent? Customer:  Yes            04:26 PM, 15th Sep                   Shehanah                   Hi , Thank you for contacting us. How may I help you?           04:27 PM, 15th Sep                   Shehanah                   Could you please share your order number so that I can assist you further?           04:27 PM, 15th Sep                     hinna                    I have received my parcel 2 hours ago           04:28 PM, 15th Sep                     hinna                    Just saw that 1 glass feeder is broken           04:28 PM, 15th Sep                     hinna                             04:28 PM, 15th Sep                   Shehanah                   Could you please share your order number so that I can assist you further?           04:29 PM, 15th Sep                     hinna                    How they can pack the broken one? I ordered 5 pc           04:29 PM, 15th Sep                     hinna                    Yes sure wait           04:30 PM, 15th Sep                     hinna                    6167644183           04:30 PM, 15th Sep                   Shehanah                   Thank you for sharing the order details. Please allow me a moment to check this for you.           04:31 PM, 15th Sep                     hinna                    Ok           04:31 PM, 15th Sep                   Shehanah                   can you please provide me with the item pic from the website           04:32 PM, 15th Sep                     hinna                    Sure wait           04:33 PM, 15th Sep                     hinna                             04:34 PM, 15th Sep                     hinna                             04:35 PM, 15th Sep                     hinna                    Last one           04:35 PM, 15th Sep                   Shehanah                   is all the items is damged ?           04:35 PM, 15th Sep                     hinna                    Only one piece is demaged, which i shared above 27 riyal           04:36 PM, 15th Sep                   Shehanah                   we would like to inform that we will update the order status first and the do the needful with the damage item           04:37 PM, 15th Sep                     hinna                    What should i do now?           04:37 PM, 15th Sep                     hinna                    I already raised a complaint regarding alinma bank discount offer. Which was 15% but on the time of purchase,  they decducted full amount. No discount granted with alinma bank. That discount was approximately 75 riyal           04:39 PM, 15th Sep                     hinna                    4 days ago, i raised complaint but no response till now           04:39 PM, 15th Sep                   Shehanah                   we are sorry about that           04:40 PM, 15th Sep                     hinna                    You can check i ordered for 439 riyal.           04:40 PM, 15th Sep                   Shehanah                   we will raise it again           04:41 PM, 15th Sep                     hinna                    Now when received my order, one feeder is broken           04:41 PM, 15th Sep                     hinna                    This was my first online order with this app           04:41 PM, 15th Sep                     hinna                    And m feeling too much disappointment           04:42 PM, 15th Sep                   Shehanah                   We are truly sorry to hear that . 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.           04:42 PM, 15th Sep                     hinna                    Please share the procedure of broken item           04:43 PM, 15th Sep                     hinna                    They will come and collect broken item by themselves?           04:43 PM, 15th Sep                     hinna                    ?           04:46 PM, 15th Sep                   Shehanah                   we will do the needful and escalate  the issue to the concern team           04:46 PM, 15th Sep                     hinna                    Ok how much time it will take?           04:46 PM, 15th Sep                   Shehanah                   as soon as possible           04:46 PM, 15th Sep                     hinna                    Ok           04:47 PM, 15th Sep                     hinna                    I have no need to visit any branch?           04:48 PM, 15th Sep                   Shehanah                   no you do not need too           04:48 PM, 15th Sep                     hinna                    Ok           04:48 PM, 15th Sep                     hinna                    Thank you hope my both probelms get resolved now           04:49 PM, 15th Sep                   Shehanah                   It was a pleasure to assist you. Thank you for shopping with us.  Have a wonderful day.           04:49 PM, 15th Sep                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/4878574