Subject: New Reply Received - 9424381912 - Collection Instructions
From: Home Box <[email-masked]>
To: [email-masked]
Date: Mon, 10 Apr 2023 15:08:57 +0000

Hi Ali Adil,  The customer has responded to the ticket.  9424381912 - Collection Instructions  Ticket comment <div dir="ltr">Dear Homebox,<div><br></div>
<div>I am disappointed with your service this time, I have used you in the past and I didn't have a problem, what happened?  This morning, I have received 3 emails saying that I have cancelled this return, I assure you this is <i><u>not</u></i> the case at all.  As per this chain of emails, the parcel box was photographed in my previous emails (and I have also attached on this email) and still sitting with the security of my residence.  Your delivery partner in both delivery and now the return process has been disappointing and unprofessional.  </div>
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<div>Let me be clear, your collection partner -Landmark-<b> has still <i><u>not</u></i> collected my return parcel!</b>  Your Landmark collection agent with mobile number +971 54 204 6976 has sent me a typical WhatsApp message at 9.10 AM this morning asking for my address.  I assure you my address is visible and obvious, that is easily found on Google &amp; Apple maps, I am taken back by the overuse of personal WhatsApp for obvious things that I have already pre-arranged, it's disturbing my customer experience and disrupting my work flow.  In either case, I responded <i>immediately </i>to the Landmark agent and sent him the <i>same</i> photo I shared with you of the parcel box, also<i> </i>yes a pin to location (see screenshots).  With all full information, I have asked that I wish not to be disturbed so I can go on about my work day.</div>
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<div>At the end of day, I messaged him your Landmark agent at 5.55 PM to ensure he had collected the return from security, and to my surprise he said "I go home" and "My duty finish"; I'm surprised by this attitude!  I don't think that's a reflection on Homebox, but it does make me rethink using your service for future purchases, especially due to your delivery partner, Landmark.</div>
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<div>Homebox, as you can see I am very upset, what's your expedited resolution? Can you smoothly handle this return and refund?!</div>
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<div>I do ask that you escalate and resolve immediately with extra care.</div>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjA0NDAxNjk4NDUzOSwiZG9tYWluIjoibGFuZG1hcmtncm91cHNlcnZpY2UuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjExMjUxNTZ9.NxfUVuE4zpx3YjofZt_LJsUwR7IkjWbgNwJ4z8Cc4aM" data-id="2044016984539" alt="1 Homebox.jpg" width="268" height="581" style="margin-right:0px"><br>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjA0NDAxNjk4NDU0MCwiZG9tYWluIjoibGFuZG1hcmtncm91cHNlcnZpY2UuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjExMjUxNTZ9.fpfoPBa4adO7ZCra616NhUywnB1fAiXojXgbfJ-znas" data-id="2044016984540" alt="2 Homebox.jpg" width="267" height="579" style="margin-right:0px"><br>
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<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6MjA0NDAxNjk4NDU0MSwiZG9tYWluIjoibGFuZG1hcmtncm91cHNlcnZpY2UuZnJlc2hkZXNrLmNvbSIsImFjY291bnRfaWQiOjExMjUxNTZ9.EAYJDNCkqWR8P3m38Q5BxpKjcY2tACxkz_ocprKI0DY" data-id="2044016984541" alt="3 Homebox.jpg" width="268" height="581" style="margin-right:0px"><br>
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<div>Regards,</div>
<div>Heba</div>
<div>0585878433</div>
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<div>On Mon, Apr 10, 2023 at 6:44 AM Home Box &lt;<a href="mailto:[email-masked]" target="_blank" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left-width:1px;border-left-style:solid;border-left-color:rgb(204,204,204);padding-left:1ex"><div style='font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif;font-size:14px'>
	<div style='font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif;font-size:14px'><div dir="ltr"><div dir="ltr">Hi Heba,<br><br>Thank you for shopping with us.<br><br>We would like to apologize for the inconvenience caused to you. Please ensure we are in constant contact with the relevant team as they look into the matter. We are working to resolve this issue with the highest priority. Kindly bear with us and we will get your items collected ASAP.<br><br>Once again, sincere apologies and thank you for your patience.<br><br>Feel free to get in touch with us for further assistance.<br><br>Your Friends,<br>The Homebox Support Team<br>
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<div><span style="font-size:13px;font-family:Helvetica">Heba Ahmad</span></div>
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<div style="font-family:arial,sans-serif;font-size:13px;margin-top:0px;margin-bottom:0px"><span lang="EN-US" style="font-family:Calibri"><span style="font-size:11px;font-family:Helvetica"><a href="http://b.ap.sc/" style="color:rgb(17,85,204)" target="_blank" rel="noreferrer">B.Ap.Sc</a>., MSc </span><span style="font-size:11px;font-family:Helvetica"><font color="#0000ff">LSE/LSHTM London School of Economics </font></span><font color="#757575"> </font></span></div>
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<div style="color:rgb(34,34,34);font-family:arial,sans-serif;font-size:13px;margin-top:0px;margin-bottom:0px"><span style="color:rgb(0,0,0);font-family:Helvetica;font-size:11px">University of Toronto, Rotman</span></div>
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Attachments :
1. <a href='https://helpae.homeboxstores.com/helpdesk/attachments/2044016984542'>1 Homebox.jpg</a><br />2. <a href='https://helpae.homeboxstores.com/helpdesk/attachments/2044016984543'>2 Homebox.jpg</a><br />3. <a href='https://helpae.homeboxstores.com/helpdesk/attachments/2044016984544'>3 Homebox.jpg</a><br />4. <a href='https://helpae.homeboxstores.com/helpdesk/attachments/2044016984545'>IMG_1922.jpg</a>
  https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/6010454