Start Date: 2024-09-19 17:25:29[UTC] adibot: Welcome Sharon. I'm your virtual assistant adiBot, and I'm here to help you with all your adidas questions. adibot: Do you maybe have a question about an existing order? Customer: Yes adibot: Are you contacting us about a recently placed Yeezy order? Customer: No adibot: OK. Let's get your question sorted. Can you please type your order number? Customer: 414369809968 adibot: Hm, that doesn't seem to be correct. Your adidas order number starts with AD and ends in 9 digits. Let's try this again, shall we? Customer: AD933832215 adibot: Please give me a sec to look up your order... adibot: I checked your order AD933832215 and according to the tracking details your order has been delivered. adibot: Did you indeed receive our package? Customer: No adibot: Oh no! Let's get that sorted. adibot: Just to be safe, did you check around the house or with the neighbors? Customer: Yes adibot: Sorry to hear that it's not around the house either. adibot: Let's get this sorted together. adibot: Have you previously asked one of my human teammates to file a claim already? Customer: No adibot: No worries, we'll get it sorted. adibot: My teammates can best help you with this. adibot: I'm checking their availability. Hold on. Customer: availabilityResponse adibot: My human teammates are ready for you. adibot: Would you like to add a specific comment, so the agent can dive right in? Customer: Yes adibot: Can you briefly describe your question or issue? You can also mention a previous case number if you have one. Customer: Hi! I placed an order because I am volunteering at my job for a big event. One of the themes is 80s hip-hop. However, my package didn't come and I placed a new order to the store to ensure I have it. What can be done? adibot: Thank you for the additional information. adibot: Do you want me to put you through? Customer: Yes adibot: I'm handing you over to the next available teammate. adibot: handover End Date: 2024-09-19 17:29:08[UTC] Agent: Hi, I'm Gian Paolo and I will be assisting you today! Customer: Hi Gian! Agent: Hello Sharon Agent: How are you? Customer: I'm okay. How are you? Agent: I'm good thank you for asking Agent: How may I help you? Customer: Hi! I placed an order on 9/12 because I am volunteering at my job for a big event. One of the themes is 80s hip-hop. However, my package didn't come when it said it would. I tried to reorder it yesterday to the store but none f the items would make it in time so I had to place a new order with different items to the store nearest me to ensure I have it by tomorrow. What can be done? Agent: I'm sorry to hear that you did not receive your order. I understand how disappointing it is not to get the products that you paid for. No worries, I'll be more than willing to check how may I be able to help you. Agent: Are you inquiring about the order AD933832215? Customer: Yes. Agent: Thank you pelase give me a minute Customer: Ok, thank you! Agent: I have checked it and as per FedEx your package was delivered on 09/17/2024 and they delivered it at 6109 Westin Ct Capitol Heights, MD 20743 Agent: Is that your correct address ? Customer: Yes! It is the correct address. However, I did not receive it. Agent: I apologize for the inconvenience that this caused you, this is not what we want you to experience. What I will do is file a claim on your behalf. Once the claim has been filed, we will coordinate with FedEx and conduct an investigation. Once the investigation is concluded and approved then we'll process the refund. Agent: The investigation time frame is within 14 working days and the refund processing time frame is within 14 business days or normal bank processing times do apply and may take up to a full billing cycle. Agent: The investigation will be conducted by the law enforcement in your area and FedEx Agent: I have filed the claim and your case reference number for your claim is 75639670. Once we receive updates from the investigation we'll send you an email. Customer: Thank you! Agent: Will there be anything else I may help you with Sharon? Customer: Can you let me know the delivery status of this order: AD934042257 Customer: When I ordered it it stated it will arrive today. Agent: Sure I can help you check the order status for that order Customer: Thank you! Agent: I have checked it and it was placed yesterday 09/18/2024 and it is being prepared to ship out within 24-48 hours. Once the order ships out and is received at the store, we'll send you an email confirmation Agent: Will there be anything else I may help you with Sharon? Customer: Yes! When i ordered it it stated that it would arrive today! Customer: As I stated earlier.. I nee the outfit fotr an event on Saturday. Customer: I would need it by tomorrow. Agent: Yes that's why we followed it up but we don't have a one day process never had a one day process and delivery Agent: We only have the earlisets is wihtin 3-5 days Agent: Which your order is in our top priority Customer: Can you guarantee that it will arrive? Customer: When I ordered it.. the website said today! I didn't make that up. Agent: We cannot guarantee anything we can only provide estimated delivery time frame since we are not a courier Agent: We can only provide the estimated delivery date from the copurier Agent: *courier Customer: That's crazy! If I would've known it was just an estimate I would've never bought it. Customer: Can you provide me with a tracking number? Agent: IT isn't shipped yet and it isn't received by the courier. The tracking numbers are from the courier. Once they received your package then a tracking number will be generated and we'll send it to you via email Agent: Your package is being packed and ready top ship out within 24-48 hours Customer: So, even the website is lying because when I click my order on my account it says that it's on the way. Customer: You're telling me it's being packed. Agent: YEs it is on it's way Agent: IT is being packed and ready to ship out that's what I said Agent: No one is lying to you Agent: However it hasn't shipped out yet and received by the courier Customer: Being packed and it being on the way is VERY different. Agent: What do you mean? Customer: That is a LIE! Agent: Packing and shipment is included in our process Customer: Being packed means that it's being put together for shipment. Agent: PRocessing time frame is within 3 business days Agent: It is in our terms and conditions which you have agreed upon placing the order Customer: On the way means that it has been shipped. Agent: Her's the link for our time frames Customer: I agreed to the given time of it arriving today when I placed the order. Agent: https://www.adidas.com/us/help/us-delivery/when-will-my-order-arrive Agent: You agreed with our terms and conditions that's why your order push through Agent: It is still within our time frame no delays no issues at all Customer: So, why gove an estimate on your website of a today arrival? Customer: *give Customer: YOUR timeframe. Not the one I need that was given when I placed the order on my screen. Agent: It is the most earliest time frame that you may receive your order that's why it is an estimation not an exact date Customer: Right... now it's an estimation. When I placed the order it did NOT say it was an estimation. Agent: You said it yourself why would we give an estimated date Agent: Because we have to provide the earliest and maximum time frame from the courier Agent: Which is within 3-5 days Agent: And the order is still within that time frame Agent: I'm not sure what youa re asking if your order is delayed? It is not Customer: But it hasn't been delivered and you can't provide a tracking number and you can't say it'll arrive by tomorrow. Agent: As long as it is within our tie frame we still have time to deliver it Customer: Are you missing that I need it by Saturday? Agent: I understand what you said but it is not yet delayed and you may still receive it by Saturday Customer: I really need it by TOMORROW. Customer: the event is on Saturday at 5 Agent: That's what I am trying to inform you which we send your order a top piority so you may receive it by Saturday Agent: But againwe cannot guarantee you anything if that's what you want to hear Agent: Because that is false information Customer: I work all day from Saturday at 7 am to 3 pm. I need it tomorrow. Agent: We can only provide your the time frame Customer: Y'all will NEVER have my business again. Don't worry about it. Agent: Anyways I have already filed a claim for your order AD933832215 and provided you the status for the order AD934042257 and provided you our time frmae with our link to back up all the information I rpovided you Agent: Will there be anything else I may help youw ith?