Wrong item

WRONG ITEM ACKNOWLEDGEMENT/ EMPHATHY I am sorry to hear that you received a wrong item. This is not the experience we want you to have. Let me review your order and see how we can fix this issue for you. VERIFICATION NO DETAILS In order for me to address your concern properly, may I have the full name, email address and shipping address on your order? AUTHENTICATED In order for me to address your concern properly, may I know who I am speaking with? NOT AUTHENTICATED In order for me to address your concern properly, may I please verify the full name of the person the order is being shipped to and the shipping address on the order? Thank you for providing your information! Who the pleasure am I speaking with? ORDER NUMBER IS PROVIDED (Ask for SKU Number instead) X, would it be okay if I asked for the SKU number of the wrong items you received? Please ORDER NUMBER NOT PROVIDED X, would it be okay if I asked for your order number? Please SKU NUMBER OF MISSING ITEM/S X, could I also get the SKU number of the wrong items you received? Please HOLD 1 Thank you, X. Do you mind holding 1-2 minutes while I check your order? Please RESOLUTION REPLACEMENT X, I apologize that we sent you a wrong item in your order. To make sure that your are able to enjoy your item as quickly as possible, I am going to send out a replacement. My only request is that you return the original item within the next 30 days using the original paper work. The best method for returning your item is to take it to a store. You can also return thewrong item you received via mail using our return label. REFUND X, I apologize that we sent you a wrong item in your order. Please return the wrong item you received within 30 days with the return label you will print off online. There will be no additional charge for the label. Also, you're able to return the item at a local Victoria's Secret store at no charge. PROCESS REPLACEMENT Thank you for patiently waiting, X. I have successfully processed the replacement and you will be able to receive a confirmation within an hour. Your package is expected to be delivered in no later than X. Here's your reference number X. REFUND Thank you for patiently waiting, X. I have successfully processed your refund and the refund total is $. You will receive a confirmation within an hour, and the refund will reflect back on your account within 3-5 business days. Here's your reference number X. insert compliment & recommendation here CLOSING CLOSING (QUESTIONS) Thank you so much, X! Is there anything else that I can help you with today? You're welcome, X! Is there anything else that I can help you with today? REPLACEMENT Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with your replacement. And I hope you enjoy the rest of your day! REFUND Thank you so much for choosing Victoria's Secret and for being our loyal customer, X. I appreciate you for allowing me to assist you with your refund. And I hope you enjoy the rest of your day! CLOSING (GENERAL) Thank you for choosing Victoria's Secret and for giving us the opportunity to serve you, X. We will continue to work hard to improve our processes and provide you with the exceptional service you deserve.