Subject: Ticket Assigned - Conversation with User
From: Homecentre <[email-masked]>
To: [email-masked]
Date: Wed, 15 Mar 2023 13:11:19 +0000

Hi Mais Hasan,  A new ticket has been assigned to you. Please follow the link below to view the ticket.  Conversation with User User                    Hello           04:31 PM, 15th Mar                   Mais                   Dear customer, Good Afternoon. Thank you for contacting Home Centre. My name is Mais. We would be happy to help you.           04:32 PM, 15th Mar                     User                    Hello Mais           04:32 PM, 15th Mar                     User                    I am tracking my order           04:32 PM, 15th Mar                     User                    Got an sms saying unable to deliver           04:32 PM, 15th Mar                     User                    But I am at home and nobody came           04:32 PM, 15th Mar                     User                    Please ask your delivery person to call me           04:33 PM, 15th Mar                     User                    Or give me their number and I will call           04:33 PM, 15th Mar                     User                    I am waiting at home just to receive this delivery           04:33 PM, 15th Mar                     User                    Order number 8419507168           04:34 PM, 15th Mar                   Mais                   Please accept our full apologies for the inconvenience caused to you.           04:34 PM, 15th Mar                   Mais                   We have checked for you and found via your order tracking number that your order 8419507168 has been out for delivery on 15-3-23, and we hope it will be delivered to you as soon as possible.           04:35 PM, 15th Mar                   Mais                   Please allow us the time so that we can deliver your order successfully.           04:35 PM, 15th Mar                     User                    I can wait, no problem. But am worried because of the sms that says undelivered           04:36 PM, 15th Mar                     User                    Please ask delivery person to call me so that I can confirm address. It is the same as given in the order           04:36 PM, 15th Mar                     User                    Below is the sms I receuvedHi, we missed you! We were unable to deliver your order 8419507168 on 2023-03-15 15:30:30. We'll make another delivery attempt soon. Click to give feedback https://shkrn.app.link/pLMOeUpIbyb Stay Happy!           04:37 PM, 15th Mar                   Mais                   Kindly confirm your contact number and your address so that we can do the needful from our end           04:37 PM, 15th Mar                     User                    Contact number is 69636027           04:38 PM, 15th Mar                     User                    Address is: flat 46, 6th Floor, Building 108, 13th street, block 4, Abbasiya, Farwania           04:40 PM, 15th Mar                     User                    Landmark: opposite Gulf Dreams Super Store (bakala)           04:40 PM, 15th Mar                     User                    Paci number 19086115           04:40 PM, 15th Mar                   Mais                   Please be assured as we have now escalated this issue to our courier team and they are closely working on this to fix it for you.             04:41 PM, 15th Mar                   Mais                   We will get in touch with you at the soonest we can           04:42 PM, 15th Mar                     User                    Yes please           04:42 PM, 15th Mar                     User                    Thank you Mais           04:42 PM, 15th Mar                     User                    Will wait to receive call from delivery person           04:42 PM, 15th Mar                   Mais                   We thank your patience and understanding.           04:43 PM, 15th Mar                     User                    Can you please help me with one more issue           04:44 PM, 15th Mar                     User                    There was a duplicate order created during app purchase. I deleted it once I saw the duplication and contacted your support team about the refund.           04:44 PM, 15th Mar                     User                    Have received partial refund. Am waiting for update on the remaining 1.5kd that is to be refunded           04:45 PM, 15th Mar                     User                    Can you please check and let me know? I'll wait           04:45 PM, 15th Mar                   Mais                   Could you please confirm if this is the intended order 8419507140?           04:48 PM, 15th Mar                     User                    Yes that's the one           04:50 PM, 15th Mar                   Mais                   We would like to inform you that we have processed the refund of amount KWD0.90 on 3/14/23           04:51 PM, 15th Mar                   Mais                   As well, we have processed the refund of amount KWD7.15 on 3/14/23           04:52 PM, 15th Mar                     User                    No that was not for this order           04:52 PM, 15th Mar                   Mais                   Kindly note that the amounts you paid online will be refunded back to your original payment method within 7- 14 working days.           04:52 PM, 15th Mar                     User                    There was a item I ordered that became unavailable and was refunded back           04:52 PM, 15th Mar                     User                    I paid a total of 9.55kd in the duplicated order. Received only 8.05kd back. The remaining refund of 1.5kd of General shipping is still pending           04:54 PM, 15th Mar                   Mais                   Allow me a minute to check please           04:55 PM, 15th Mar                     User                    The support person I spoke with yesterday said that they have escalated the case with tech team and will revert but I've not received any emails or news on this           04:56 PM, 15th Mar                   Mais                   Regarding the canceled item Cosy Intelligence Ceramic Cereal Bowl - 14 cm from the order 8419507168, we have processed the refund of amount KWD0.90 on KWD0.90 and the amount you paid online will be refunded back to your original payment method within 7- 14 working days.           04:58 PM, 15th Mar                   Mais                   we have processed the refund of amount KWD0.90 on 3/14/23 and the amount you paid online will be refunded back to your original payment method within 7- 14 working days.           04:59 PM, 15th Mar                     User                    The two 0.9kd items have been refunded due to non availability of stock           04:59 PM, 15th Mar                   Mais                   Yes.           05:00 PM, 15th Mar                     User                    I'm asking about 1.5kd of shipping charge that has still not been refunded           05:00 PM, 15th Mar                     User                    This is the cancelled/duplicate order. See the 1.5kd at the bottom before the total amount? That is still pending refund           05:01 PM, 15th Mar                     User                    "standard ground shipping"           05:01 PM, 15th Mar                     User                    Since this duplication was created due to an issue with the app, and has since been cancelled and partially refunded...... It doesn't make sense to be paying for the shipping.....           05:02 PM, 15th Mar                     User                    Kindly check           05:03 PM, 15th Mar                   Mais                   We can understand your frustration here. Please be assured as we have escalated this issue to our technical team. Our team is working on it. Once we will get any update we will get back to you.           05:05 PM, 15th Mar                   Mais                   Kindly note that this is your complaint number 5846721           05:05 PM, 15th Mar                     User                    OK thank you Mais. If I don't hear from tech team I'll follow up. You've been very helpful. Thank you           05:06 PM, 15th Mar                   Mais                   Please allow us the time and we will update you accordingly and at the soonest we can.           05:08 PM, 15th Mar                     User                    Alright           05:09 PM, 15th Mar                   Mais                   Is there anything else I can assist you with?           05:09 PM, 15th Mar                     User                    Nothing else Mais. You've been lovely. Thank you           05:10 PM, 15th Mar                   Mais                   It was a pleasure to assist you. Thank you for shopping with Home Centre.  Have a nice day!           05:10 PM, 15th Mar                                          View conversation in Freshchat https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5853762