Start Date: 2024-01-03 17:38:21[UTC]

adiBot: Welcome sohail. I'm your virtual assistant adiBot, and I'm here to help you
with all your adidas questions.
adiBot: By the way, we love that you love 😍 our products 👟🎽🩳
adiBot: Thanks for being a part of the adiClub!
adiBot: Do you maybe have a question about an existing order?
Customer: Agent
adiBot: You'd like to speak to one of my human teammates, got it.
adiBot: I'm checking their availability. Hold on.
Customer: Yes
adiBot: I'm sorry. I'm unable to check the availability of my human teammates.
adiBot: I can try and hand you over anyway or you can end the chat and try again
later.
Customer: Agent
adiBot: handover
Customer: availabilityResponse
adiBot: It seems we're not understanding each other. Maybe my human teammates can
help.
adiBot: I'm checking their availability. Hold on.

End Date: 2024-01-03 17:38:58[UTC]

Agent: Hi, I'm Jaycel and I will be assisting you today!
Customer: Hello Jaycel
Agent: I hope that you doing well. In the event of disconnection, we will be
sending a follow-up in your email indicated here on our end.
Agent: Hi Sohail, How can I help you today?
Customer: I am issue with 2 returned item. For some reason purolator shipped it to
H&M facility and its now more than 2 weeks and they can not do anything I need my
refund
Customer: Having*
Agent: Thanks so much for reaching out about this, I’m sorry to hear that you’re
having trouble about your refund.
I totally understand how that could be frustrating for you! But no worries let me
help you with this.
Customer: I reached their tracing department and they clearly said they can't do
anything and then I emailed adidas and it's more than 1 week I didn't hear from
them where they said they will get back to me in 6 days
Agent: Can you provide the order number?
Customer: Sure
Customer: Give me a sec
Agent: Let me go ahead and check this one for you. Just bear with me ok.
Customer: The order number is ACA93485272 and ACA93440054. I emailed purolator
regarding it and they filed a case for these 2 returns and the case number is CS-
21267278 and CS-21267273.
Customer: I can also provide you the email in quotation that they sent
Agent: Thank you so much
Agent: Hold on please ok
Customer: Ok
Agent: Hi Sohail, thank you fro waiting
Agent: Since your returns are on it's way to our warehouse. Once the return receive
by the warehouse, they will process your refund
Customer: Oh my God you waited me for long and you are saying the thing that other
agents did
Customer: I can provide you email purolator
Customer: If you need that
Customer: But don't just say that and finish the conversation making me feel that
everything is going well
Customer: Give me a sec I will provide each of their email
Customer: First reply from them: Hello Ahmad,
Thank you for your patience during this process. Unfortunately, Our records show
the package was delivered to an H&M returns facility in error as part of a bulk
shipment. As we no longer have possession, we are required to wait until they
process their incoming freight before we are able to recover it. We will continue
to monitor and provide any updates that become available as quickly as possible. We
do again apologize for these circumstances and will certai
Customer: certainly look to advise of any forthcoming updates as they are obtained.
Customer: Second reply: Hello Ahmad,

My apologies for the situation. Please be advised we are still waiting on news of a
recovery of your shipment. As mentioned previously this can take time and, in the
end, if for whatever reason we are unable to retrieve your shipment your next step
would be to contact Adidas and inform them of the situation and they will assist
you further then follow up with us accordingly.
Customer: Third reply: Hello,

As you did not pay us you would need to discuss the refund from the company you
paid. We will update you when we have the results of the recovery. My sincere
apologies for the error and for the delays this has caused.

Regards,
Cathy for Cheryl 71305
Agent: To tell you honestly, the package is still handled by the carrier, as of now
the return still has not been received by the warehouse that is why the refund is
not yet process
Customer: And they are clearly saying they can not do anything until h&m do
something and it will take year for h&m months that does not mean I am here waiting
for months to receive 140 dollar refund
Customer: So now adidas and purolator is bouncing me here and there like a dodge
ball
Customer: They are saying adidas is responsible and adidas is saying purolator is
responsible
Customer: And I am stuck in the Middle is that what the both companies is referring
to customer service
Customer: Read third reply thay are clearly saying adidas is the one I need to deal
this issue with.
Customer: Otherwise I told purolator to refund me because of their mistake
Customer: I will also call adidas it's not going to finish like this
Agent: No worries, I will raise this concern to our internal team so that they will
escalate this one and they will also coordinate your returns to the carrier.
Customer: Because you are saying purolator still has the package and by God I
mention the same thing I hold purolator responsible and they said since the order
is delivered no matter wrong place or correct we have no procession over it
Agent: There is an address that they need to deliver the returns. So that means
that they did not delivered to the right warehouse address
Customer: If the return was 2000 bucks 3000 bucks I would even wait months for
freaking H&M the slowest company to process the return but it's only 140 bucks it's
funny to wait for months and weeks to just receive 140 with all that pain I am
dealing
Agent: When you created a return label the warehouse is included on the return
label
Agent: To tell you honestly, as much as I love to process your refund but the
return still not yet receive by the warehouse
Customer: Yes it clearly said 100 adi dassler way paris ontario with postal code
Customer: They delivered it to pickering ontario I thought it might be purolator
facility and I confirmed with them where they mention it is delivered to H&M
Customer: And it was them who assigned the case number and again it was them
confirming that they can not do anything until H&M which appears from no where
process the freight
Agent: I understand, The internal team already escalate your concern just wait for
an update within this week for your refund ok
Customer: But despite being them responsible they are not accepting so I am the one
in middle bouncing around and adidas and purolator is blaming each other
Customer: If this is customer service it's 0/10 for both companies
Customer: Are you there?
Agent: Yes, I am still here
Customer: Just tell me as a customer where can i go for help
Agent: I understand where you coming from because I am a customer as well.
Customer: Yeah now imagine yourself in my situation
Customer: And then adidas saying purolator and purolator saying adidas what would
you do
Agent: I can help you, that is why I raised your concern to our internal team so
that they will investigate this concern
Agent: And I will monitor this concern so that once there is an update I will
notify you via email for the refund
Customer: I emailed adidas personally on the website they are saying they will
email me in 6 days and now it's 9 or 10 day I have no response
Customer: And please don't take it personally whenever agent say I will email you
back they are just saying to back off end finish the conversation. Then I am
waiting for their email I get Nothing if you are on of them then I feel very sad
for adidas and the employees they hired
Customer: I can name each of the agent I dealed with before saying me for email
Agent: I really understand your situation. Even in my end I will be the same as yuo
sre
Agent: you*
Customer: But I respect you because believe me you and one other member I found
helpful named Christine maybe you know her or not
Customer: Any other agent is just there to waste time of the employee
Customer: Of the customer*
Customer: I will also call adidas
Agent: I will send you an update about your refund once the warehouse receive your
returns ok
Agent: So sorry for the long wait to receive the refund
Customer: If warehouse received the return in December that means I have to wait
until December
Agent: I will make sure that you will be refunded as of this week
Customer: Then adidas need to pay for my wait OK!
Customer: You get me what I am saying
Customer: If warehouse received returned in December I am not waiting until
December not even until Jan 30
Agent: Sure no worries
Customer: I hope this issue get resolved and I learned my lesson I will not order
in future from adidas and I am already not using purolator for shipment
Agent: Since the return receive by the warehouse the refund will process ok
Customer: I will call adidas today but I am done with you and I appreciate every
help coming from you
Agent: Thank you for understanding. I hope that your refund will process as soon as
possible
Agent: Anything else?
Customer: I hope! Thank you
Customer: That's all
Agent: Awesome, Thank you for contacting Adidas Canada. Have a great day. Bye for
now.