Subject: Ticket Assigned - Conversation with Iqra mohsin
From: Home Box <[email-masked]>
To: [email-masked]
Date: Mon, 10 Apr 2023 12:25:45 +0000

Hi Laith Almohamd,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with Iqra mohsin Iqra mohsin                    Hello           03:34 PM, 10th Apr                   Hannah UAE HB                    Hello, welcome to HomeBox!?  I am Hannah, your support Bot.  مرحبا، شكراً للتواصل مع هوم بوكس! ?، أنا هانا، بوت الدعم الخاص بك            03:34 PM, 10th Apr                   Hannah UAE HB                    What language do you prefer?   ما هي اللغة التي تفضلها؟   Type 1 for English  أدخل 2 للغة العربية            03:34 PM, 10th Apr                     Iqra mohsin                    Good afternoon ,           03:35 PM, 10th Apr                   Hannah UAE HB                   Sorry, that doesn't seem to be correct.?‍♂️ Would you like to try again?           03:35 PM, 10th Apr                   Hannah UAE HB                    What language do you prefer?   ما هي اللغة التي تفضلها؟   Type 1 for English  أدخل 2 للغة العربية            03:35 PM, 10th Apr                     Iqra mohsin                    1           03:35 PM, 10th Apr                   Hannah UAE HB                   ✍️ Please enter your name           03:35 PM, 10th Apr                     Iqra mohsin                    Iqra Mohsin           03:35 PM, 10th Apr                   Hannah UAE HB                    Hello, what can we help you with today?  ??   1 - For help placing a new order  2 - Offers and Promotions  3 - To check order or delivery status  4 - For questions about returns or refund  5 - For complaints  6 - Check Store Locations   Please reply with only a single digit corresponding to the option.   Example Please reply only "3" to check order or delivery status.   At anytime during the conversation if you wish to come back to main menu, please reply "/0".            03:35 PM, 10th Apr                     Iqra mohsin                    I want to replace my bed .           03:35 PM, 10th Apr                   Hannah UAE HB                    Sorry, I did not understand that. I'm a bot. Please reply with only single digit 1, 2, 3, 4, 5 or 6 corresponding to your selection of option.   Please do not type anything other than the single digit.   Now lets start again.            03:35 PM, 10th Apr                     Iqra mohsin                    5           03:35 PM, 10th Apr                   Hannah UAE HB                    Hello, welcome to HomeBox!?  I am Hannah, your support Bot.  مرحبا، شكراً للتواصل مع هوم بوكس! ?، أنا هانا، بوت الدعم الخاص بك            03:35 PM, 10th Apr                   Hannah UAE HB                    What language do you prefer?   ما هي اللغة التي تفضلها؟   Type 1 for English  أدخل 2 للغة العربية            03:35 PM, 10th Apr                     Iqra mohsin                    1           03:35 PM, 10th Apr                   Hannah UAE HB                   ✍️ Please enter your name           03:35 PM, 10th Apr                     Iqra mohsin                    Iqra mohsin           03:36 PM, 10th Apr                   Hannah UAE HB                    Hello, what can we help you with today?  ??   1 - For help placing a new order  2 - Offers and Promotions  3 - To check order or delivery status  4 - For questions about returns or refund  5 - For complaints  6 - Check Store Locations   Please reply with only a single digit corresponding to the option.   Example Please reply only "3" to check order or delivery status.   At anytime during the conversation if you wish to come back to main menu, please reply "/0".            03:36 PM, 10th Apr                     Iqra mohsin                    5           03:36 PM, 10th Apr                   Hannah UAE HB                   I am sorry to hear you are facing issues you wish to complain about.           03:36 PM, 10th Apr                   Hannah UAE HB                   Please enter an email address where we can contact you           03:36 PM, 10th Apr                     Iqra mohsin                    [email-masked]           03:36 PM, 10th Apr                   Hannah UAE HB                    To help us understand the problem, please reply with the digit that best corresponds with the nature of your complaint   1. Problem with a Product or Quality of Product  2. Complaint about Delivery  3. Complaint about Return or Refund  4. Complaint about Experience in Store  5. Complaint about another topic   Please only reply with the digit that best corresponds to the nature of your query.    Example if you wish to compaint about delivery, please only reply "2".            03:36 PM, 10th Apr                     Iqra mohsin                             03:36 PM, 10th Apr                   Hannah UAE HB                    Sorry, I did not understand that. I'm a bot. Please reply with only single digit 1, 2, 3, 4, 5 or 6 corresponding to your selection of option.   Please do not type anything other than the single digit.   Now lets start again.            03:36 PM, 10th Apr                     Iqra mohsin                             03:36 PM, 10th Apr                   Hannah UAE HB                    Hello, welcome to HomeBox!?  I am Hannah, your support Bot.  مرحبا، شكراً للتواصل مع هوم بوكس! ?، أنا هانا، بوت الدعم الخاص بك            03:36 PM, 10th Apr                     Iqra mohsin                             03:36 PM, 10th Apr                   Hannah UAE HB                    What language do you prefer?   ما هي اللغة التي تفضلها؟   Type 1 for English  أدخل 2 للغة العربية            03:36 PM, 10th Apr                     Iqra mohsin                    I just want to replace it           03:36 PM, 10th Apr                   Hannah UAE HB                   Sorry, that doesn't seem to be correct.?‍♂️ Would you like to try again?           03:36 PM, 10th Apr                   Hannah UAE HB                    What language do you prefer?   ما هي اللغة التي تفضلها؟   Type 1 for English  أدخل 2 للغة العربية            03:36 PM, 10th Apr                     Iqra mohsin                    1           03:37 PM, 10th Apr                   Hannah UAE HB                   ✍️ Please enter your name           03:37 PM, 10th Apr                     Iqra mohsin                    Iqra mohsin           03:37 PM, 10th Apr                   Hannah UAE HB                    Hello, what can we help you with today?  ??   1 - For help placing a new order  2 - Offers and Promotions  3 - To check order or delivery status  4 - For questions about returns or refund  5 - For complaints  6 - Check Store Locations   Please reply with only a single digit corresponding to the option.   Example Please reply only "3" to check order or delivery status.   At anytime during the conversation if you wish to come back to main menu, please reply "/0".            03:37 PM, 10th Apr                     Iqra mohsin                    5           03:37 PM, 10th Apr                   Hannah UAE HB                   I am sorry to hear you are facing issues you wish to complain about.           03:37 PM, 10th Apr                   Hannah UAE HB                   Please enter an email address where we can contact you           03:37 PM, 10th Apr                     Iqra mohsin                    [email-masked]           03:37 PM, 10th Apr                   Hannah UAE HB                    To help us understand the problem, please reply with the digit that best corresponds with the nature of your complaint   1. Problem with a Product or Quality of Product  2. Complaint about Delivery  3. Complaint about Return or Refund  4. Complaint about Experience in Store  5. Complaint about another topic   Please only reply with the digit that best corresponds to the nature of your query.    Example if you wish to compaint about delivery, please only reply "2".            03:37 PM, 10th Apr                     Iqra mohsin                    1           03:37 PM, 10th Apr                   Hannah UAE HB                    Sorry to hear that. Please let us know your Order number or Invoice Number, under which you purchased the order.    You can find your order number on your email confirmation for online orders. If you purchased in store, the Invoice number will be printed on your receipt.   If you cannot find either, please share with us your phone number you used during purchase.            03:37 PM, 10th Apr                     Iqra mohsin                    126579           03:38 PM, 10th Apr                   Hannah UAE HB                   HomeBox offers limited 2 year warranty on select furniture items. You can find more details here https://helpsa.homeboxstores.com/en/support/solutions/folders/What%20is%20the%20Home%20Box%20Limited%20Warranty?           03:38 PM, 10th Apr                   Hannah UAE HB                   Please let us know in detail your complaint. Please be sure to include any pictures to explain the situation.           03:38 PM, 10th Apr                     Iqra mohsin                             03:39 PM, 10th Apr                   Hannah UAE HB                   Please share pictures explaining the problem.           03:39 PM, 10th Apr                     Iqra mohsin                    I didn’t even use roughly           03:39 PM, 10th Apr                   Hannah UAE HB                   Thank you. If you have finished entering information now please reply 1. Once you reply 1, I will begin processing your request.           03:39 PM, 10th Apr                     Iqra mohsin                    1           03:39 PM, 10th Apr                   Hannah UAE HB                   Thank you, I will now handover all of this information to a member of our Customer Support team to assist you.           03:39 PM, 10th Apr                   Hannah UAE HB                   Connecting to a member of our team may take a few minutes. Kindly wait, and we will be with you shortly.           03:39 PM, 10th Apr                     Iqra mohsin                    Ok thanks           03:40 PM, 10th Apr                   Laith                   Hello, my name is Laith , Please give me a few moments while I review and process your request. I will get back shortly.           03:42 PM, 10th Apr                     Iqra mohsin                    Sure           03:43 PM, 10th Apr                   Laith                   I do apologise for any inconvenience caused. kindly provide us with your order number & full picture for the item           03:43 PM, 10th Apr                     Iqra mohsin                             03:46 PM, 10th Apr                     Iqra mohsin                    Fault is here           03:46 PM, 10th Apr                     Iqra mohsin                    I am unable to send full now           03:47 PM, 10th Apr                     Iqra mohsin                    Mattress is very heavy           03:47 PM, 10th Apr                     Iqra mohsin                    And mattres also faulty           03:47 PM, 10th Apr                     Iqra mohsin                    I want to replace both items           03:47 PM, 10th Apr                   Laith                   kindly provide us with the picture that will clarify the issue or short video then we can raise the complaint           03:48 PM, 10th Apr                     Iqra mohsin                    Ok           03:50 PM, 10th Apr                   Laith                   Hi, I'm not getting a response from you. Are we still connected?           03:53 PM, 10th Apr                     Iqra mohsin                    Yes           03:53 PM, 10th Apr                     Iqra mohsin                             03:54 PM, 10th Apr                     Iqra mohsin                    Steel irritates us when we sleep           03:54 PM, 10th Apr                     Iqra mohsin                    * File attached - File.mp4 *             03:54 PM, 10th Apr                   Laith                   I do apologise for any inconvenience caused. I can not see the issue on the mattress , kindly share the video it will be clear           03:56 PM, 10th Apr                     Iqra mohsin                              03:56 PM, 10th Apr                     Iqra mohsin                    I am not lying i have issue that’s why I don’t want it now           03:56 PM, 10th Apr                     Iqra mohsin                    Poor customer service ?           03:56 PM, 10th Apr                     Iqra mohsin                    Share any other contact if you can’t understand i will talk to your supervisor           03:57 PM, 10th Apr                   Laith                   I do apologise for any inconvenience caused. I have request the short video couse I can not raise the complaint without a clear explanation ,kindly share the short video for the mattress , then I can raise the complaint           03:59 PM, 10th Apr                     Iqra mohsin                             04:00 PM, 10th Apr                     Iqra mohsin                    In video it will be same like this physically if someone come they can check           04:00 PM, 10th Apr                     Iqra mohsin                    Its also clear           04:00 PM, 10th Apr                   Laith                   Please allow me a moment and I will check on this for you.           04:05 PM, 10th Apr                     Iqra mohsin                    Sure           04:05 PM, 10th Apr                   Laith                   Thanks for patience, as of now , we have raised your request to the concerned team with request number 4799562, team will visit you within 3 to 5 days to resolve the issue for the bed           04:16 PM, 10th Apr                     Iqra mohsin                    Alright           04:16 PM, 10th Apr                   Laith                   kindly accept our apologies for the mattress I can not the complaint without a clear video , that will may rejected the complaint by the team           04:21 PM, 10th Apr                   Laith                   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.           04:25 PM, 10th Apr                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/6030318