Lazada Southeast Asia
Reviews and Complaints

Booked above product on 16 Dec'17, paid and confirmed, email also received. At time of ordering the seller had 3 in stock and immediately after my order I clearly saw 2 in stock.

Was to be delivered between 21 & 27 Dec. Had Chat with Lazada on 21st to reconfirm delivery date because it was to be a surprise XMas gift.

Suddenly on 22nd Dec without any reason, Lazada sends email saying my order cancelled due "customer orders" and they effecting full refund.

I immediately got on Chat and had a very long Chat (over 45 minutes) but the Lazada rep simply spun circles. It was pathetic. They simply asked me to reorder leaving me in a multiple quandary.

They assured me the Supervisor will call me but nothing.

My money was locked up, it was almost XMas eve, no other Seller had same price.

I will NEVER use Lazada again for sure. Many other BETTER online stores to use.

BYE BYE LAZADA. GOOD RIDDANCE TO YOUR RUBBISH SERVICE AND YOUR FRUSTRATING WAYS.

Ordered a watch on December 10 and was advised this will be delivered on Dec 12 - Dec 17.

Received a message on December 12 that this will be delivered. Everyone is at home however no one showed up. Same thing happened on the other day.

Waited until December 18. Contacted their live chat which is always unavailable. You are lucky if you will be able to speak to someone.

Spoke to John Carlo and was put on hold for 20 minutes whilst "checking" the order. I don't know if he really checks or he just sit there staring at their screen waiting for their shift to end.

I was then told this will be delivered on December 20. It is already 21st until now still undelivered.

I tried to contact them through chat however they are unavailable..again. I am not able to phone them as we don't have a home phone.

Tried to email them yesterday still no reply.

I need help.

I have used Lazada many times and on several occasions they either delivered me the wrong item, no items or faulty items.
When I try to contact customer service there is no telephone number, no online form and all links take you into a loop so that there is no way to get resolution.
It's a disgrace that a company that is suppose to serve customers does not have a customer support service. They deliberately make it a hurdle to try to get a reply or even make a complaint. I recently bought 2 items from their Phillips seller. I received one item and the other never arrived. Yet in my account it shows Delivered. Following that my kettle that did arrive turned out to be faulty after a week. I have tried to contact CS but it's impossible! I want my money back!
I am fed up with such dispicable service in Singapore. It's shameful that we have such practices allowed here!

Punyeta naman lazada! mg 2018 na ung refund ko anong balak niyo! tagal ko na nghihintay sept. Ko pa nirequest yan. Anong date na ngayon! puta namn aba. Pinghintay niyo na ko ng pinaghintay nasa ang 5 working days. Kahit yata 5 years akong maghintay wala parin kayong gagawin eh. Sabi niyo isesend niyo thru bank tapos nakarecieve ako ng lbc remitance advisory sa email. Pagdating dun sa lbc puti na buhok ko kakaintay sa paguunlock niyo. Wala parin. Ano balak niyo ha! putang sistema yan oh. Ige lang kayo sa adertisement aba mali mali namn pagngdeliver amapanget pa ng quality!. Asikasuhin niyo namn mga complain niyo may nakasabay pa ko kanina na mgeencash ng refund sa lbc. Ganun din! sucks lazada sheeeet talaga. Nakaka dala umorder sainyo eh.

I bought a tplink gigabit router online thru lazada app worth 3, 218.00 last November 24, 2017 . I used a 3000pesos worth of voucher code (i purchased from my company) then 218pesos remaining balance will be cash on delivery. Expected delivery was up to November 29. It never arrived. So i followed up and they said they will redeliver until December 3, never came until they just cancelled my order. Same day it had been cancelled I requested for the code to be reactivated so I can just place another order. Was advised of 24-48hrs reactivation. It never happened. I followed up with chat support more than 10times and they keep on promising it will be reactivated on the following 48hrs again. Called customer service, talked to 3 different agents and keep on promising the same thing. Not to mention their rudeness on placing me on hold for more than half an hour everytime they need to check my account. What a waste of time and energy following up om this issue and up to now I have not heard anything from them except their useless survey and chat transcript. I asked for this office address and representative said no one there will be able to assist me about this issue..

First, I ordered an item from Lazada (a car amplifier) which i returned because it doesnt fit our vehicle. It's almost three weeks i am waiting for my refund of Php1, 160.00. I did contacted Lazada's chat support for eight times now. I did talk to five supervisors and the last two was named Ms. Ann and Mr. Aljon who guaranteed me i will receive my refund. I provided my id's and authorisation letter as per their request but until now nothing happened. Refund supposed to be processed in maximum of 7 business days as per their website but it's almost two weeks and no one give me an updates. Everytime i contacted their chat support i need to explain everything from top to bottom and all promised me they will help but no one can help me at all. This is not about the money but it's about the customer experience they provided to me. I'm pissed off and loose my patience because they do nothing. I sent the item properly and in time but my refund take too long for them to send to me. I want to lodge a formal complaints to Lazada for the worst customer experience happened to me. All of my time they wasted, for contacting their customer support that not helping customers but instead making the concern even worst.

I will attach below this details all the emails I receive from Lazada regarding my concern:

Hi ​​​Irish​,

Good day.

We hope we had helped you with your concern.
​
This is the transcript of our chat conversation​ earlier.

​Visitor: follow up refund
Kathlyn - S: Thank you for contacting Lazada Philippines live chat! This is Kathlyn.
Kathlyn - S: Hello Irish. Let me assist you with that concern.
Kathlyn - S: Let me check on the order details first po.
Visitor: ubos na pasensya q
Visitor: two weeks almost n to refund q. last week i talked to your supervisors, three supervisors, '
Visitor: last one was Ms, Ann who guaranteed my refund to be transferred via bank, who told me she will call me daily and will give me updates. but until now nganga aq
Kathlyn - S: I understand po. Apologies for the inconvenience that this may caused you.
Kathlyn - S: May I have the order number?
Visitor: hndi n aq nag follow up during weekend kc sobrng stressed n aq s experience q sa inyo
Visitor: grabe lazada
Visitor: worst!
Visitor: no, i want to talk to a supervisor, if possible kay Ms. Ann much better kc pinaasa nya lng aq s wala, as in nga nga.
Visitor: sobrng ubos na pasensya q grabe
Visitor: i want a call from your supervisor or manager mas mgnda pra msbi q lht ng stress n naibigay saken dhl lng s refund q n Php1000
Visitor: [protected] this is my mobile number, someone must call me now. i dont want to explain everything from the beginning because you always ends up for nothing.
Kathlyn - S: I understand how you feel. Is this about CAR AMPLIFIER VFA-600(BLACK) 2800W PMPO MAX POWER?
Visitor: im still trying to talk to you professionally but to be honest im pissed oFF!
Visitor: i will wait for a call. thank you.
Kathlyn - S: Your phone number will be noted, however, we cannot guarantee for it po. Since our supervisor is engage with long call right now po.
Kathlyn - S: I will be sendi​ng you a copy of this cha​t transcript to your e-mail address which is [protected]@gmail.com.
Kathlyn - S: For more information about Lazada's refund policy, please refer to our Help Center page at HTTP://WWW.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans.
Visitor: no, i need you to guarantee me for a call as soon as possible.
Visitor: what kind of assistance are you providing me?
Visitor: do you know how it feels for a customer like me that was always fooled by you guys everytime im contacting your service?
Visitor: and now you're telling me that you cannot give me guarantee for my request?
Kathlyn - S: I do understand you po, that is why I am here to help you po, however, you do not allow me to help you with this.
Visitor: im asking for a supervisor maam!
Visitor: and youre telling me shes in a long call?
Visitor: do you know that this is the same reason youre colleagues are telling me as well since last two weeks?
Kathlyn - S: I understand that you want to talk with our supervisor, however, please give me a chance to help you resolve this issue.
Kathlyn - S: Apologies for what previous representative told you before.
Kathlyn - S: Are we still connected?
Visitor: you all have same reasons
Visitor: what the hell is going on here!
Visitor: im so much pissed off and stressed
Visitor: now youre asking me if we are still connected?
Visitor: what do you think maam?
Kathlyn - S: I do understand you Irish.
Visitor: you dont understand because you dont want to help!
Visitor: if i can only allow you to feel what i feel right now, you will understand how frustrated i am with all these experiences i have from lazada
Visitor: i will stay on this line until your supervisor call me, thank you.
Visitor: !@
Kathlyn - S: I understand you Irish that is why I am trying to help you before raising this concern to our supervisor.
Kathlyn - S: You requested to have your refund through Bank transfer, am I right?
Visitor: i want to talk directly to a supervisor. thank you. this is the third time Maam i told you this!
Kathlyn - S: Have you sent already an authorization letter? Since you are using a different card holder'sname.
Kathlyn - S: We only have your I.D, however, authorization was not sent. Can you please provide it first po.
Kathlyn - S: Are we still connected?
Visitor: i want a supervisor
Kathlyn - S: I understand that you wanted to talk to a supervisor however since we were not able to send an authorization letter, Payments team cannot proceed with conversion of refund.
Visitor: this is fantastic..how come Ms. Ann told me that this will be process completely last saturday and now youre asking me for this [censor] stuffs?
Kathlyn - S: We are helping you ut with this Ms. Irish however we don't allow profanity. I know that you are frustrated but authorization letter is needed.
Visitor: i want a supervisor that's all Maam
Kathlyn - S: Stay online.
Visitor: i know jargon words are not allowed. ive been there.
Visitor: I TOLD YOU THAT BEFORE I WILL STAY ON THE LINE UNTIL A SUPERVISOR CALL ME
Kathlyn - S: My supervisor just finished his call. Stay online since he's reviewing your concern and will call you.
Visitor: OK
Kathlyn - S: I believe you already contacted by our supervisor.
Kathlyn - S: It's my pleasure to serve you. You will also receive an email of our conversation as your reference. Thank you for your time and have a Magnificent Monday!

If in case you have another concern, please do not hesitate to CONTACT US and we will gladly help.

For more details about Lazada policy, you may refer to this link HTTP://WWW.lazada.com.ph/helpcenter/.

Best regards,
Kathlyn

ref:_00D7Fxllz._5007F8DFKl:ref

---------------------------------------------------------------------------------------

Hi ​​​Irish​,

Thank you for sending it soonest. This will be now included on my request. Keep your line open for any updates from us.

For more details about Lazada policy, you may refer to this link HTTP://WWW.lazada.com.ph/helpcenter/.

Best regards,
Aljon

ref:_00D7Fxllz._5007F8DFKl:ref

------------------------------------------------------------------------------------------
Hi Irish,

Good day!

We appreciate you for contacting us regarding the refund that you have not received yet. My apologies for the inconvenience it may have caused you. Rest assured this issue will be resolved. Please send us the active email so we can correct our record for you to receive the updates of your refund. Thank you so much for your utmost understanding.

Here is the copy of our conversation earlier.

Chat transcript:
Visitor: complaints
Visitor: Order #[protected]
Visitor: CAR AMPLIFIER VFA-600(BLACK) 2800W PMPO MAX POWER
Visitor: this is unacceptable!
Visitor: i was talking to your supervisor regarding my refund and assured me that i will have the refund details sent in the correct email add i provided. until now you didnt send the details.
Visitor: why are you giving expectations to your customer which you are not able to meet at all.
Visitor: how many agents i discussed this issue? until now nothing happens. the worst is you keep on promising and assuring me that it will be fix asap but it wasnt!
Visitor: you are always wasting my time for nothing. i return the item properly and your warehouse received it. why it take a year for sending my refund details?
Visitor: is this how you treat your customers?
Fe - C: Hi Irish ! Thank you for reaching Lazada! This is Fe, let me assist you with your concern regarding your refund.
Fe - C: To assist you further please allow me to check on your account for a moment, thank you.
Visitor: where can i send a formal complaints?
Visitor: i did send an email to your refunds team yesterday but i didnt receive a reply, im so tired of this
Fe - C: Thank you for patiently waiting, as I can see it in here it is under different account name.
Visitor: honestly you keep me doing this everyday. chatting with you and keep on making follow ups but nothing happen. im tired of explaining this everyday. Ask your supervisor to call me now. i dont want to discuss this again and again. you're the 5th person i contacted since last week
Visitor: like what i said. ask your supervisor to call me now.
Visitor: i feel hopeless with lazada.
Fe - C: As I have checked as well it is being refunded to Irish Bongais with the email [protected]@gmail.com.
Visitor: i did talk to a supervisor yesterday but still nothing happen.
Visitor: ask your supervisor to call me. thank you.
Visitor: if i receive that email youre talking about, i will not contact you right now.
Visitor: but like what happened since last week, no one was able to help me. assurance from you are worthless because nothing happens.
Fe - C: Regarding that case we have to 24-48 hours before the refund will be completely process.
Visitor: Maam, the refund was processed. the problem is that you didnt send it to the correct email address.
Visitor: your 48hrs is not right! this was supposed to be send last week maam.
Fe - C: Ma'am, as per record in here that email is what we have. That's why we send the notification in this email. If this is not active, would you mind to give the active email so I can make changes in our record.
Fe - C: Are we still online?
Fe - C: Since I have not heard back from you, I will now be closing this chat session. If you need help in the future, feel free to CONTACT US again. Thank you for contacting Lazada Philippines. Have a pleasant day!
Fe - C: If you have further concerns, or feel that you are not fully satisfied with the solution WE PROVIDEd, you can click on this [link] (WWW.lazada.com.ph/contact) and hit the LIVE CHAT NOW button to speak with another Lazada Customer Service

Best regards,

Fe | Customer Service | Lazada PH

ref:_00D7Fxllz._5007F8ARHd:ref

-----------------------------------------------------------------------------------------Hi Irish,

Greetings from Lazada Philippines!

Hope this email finds you well.

I am glad to have served you today. For the Chat summary/ transcript of our conversation, you contacted us regarding to your follow up for your LBC Remittance Number, we understand that you want to claim your refund so you can use the money. Advise you that this will immediately escalated to our Refunds Team to follow up your remittance. Reassured that you will receive a feedback from them.

Chat transcript:

Visitor: refund inq
Charmaine - C: Thank you for contacting Lazada Philippines, my name is Charm, how may I help you?
Charmaine - C: May I have your order number please?
Visitor: this is a refund follow up inquiry
Visitor: i was promised yesterday that an email will be sent to me via email in my active email address but i did not receive anything until now
Visitor: i want you to sent it to me now. this is the 4th time i ask for this!
Charmaine - C: May I have your order number please?
Visitor: [protected]
Visitor: CAR AMPLIFIER VFA-600(BLACK) 2800W PMPO MAX POWER
Visitor: how come you keep on advising your customer that you have process your customer's request but it wasnt
Visitor: you keep on sending me emails that you have resolve my issue but it wasnt. you keep on sending me emails for your feedback purposes
Visitor: how will i give you a positive feedback if you're not doing the right thing
Charmaine - C: I'm currently checking the the order number that you gave
Visitor: you can't even check my details without an order number. FYI maam, this is the 4th time i contacted your hotline chat support
Visitor: refund was process as per your colleague but it was not sent to the correct email address i provided.
Charmaine - C: May I verify if your Refund Method is through LBC Remittance?
Visitor: i sent my PASSPORT id twice to update the email address i have right now but it was not processed.
Charmaine - C: since as checked her your request for refund is through remittance
Visitor: yes but i did not receive any email regarding the remittance details. i was advised yesterday that email will be sent
Charmaine - C: Is this your active email address [protected]@gmail.com ?
Visitor: yes i gave that so many times maam
Visitor: you can see our chat history, your the 4th person i talk to about this matter
Charmaine - C: Okay Ms.Irish currently I reviewing the reports
Visitor: go ahead
Visitor: please make you sure that i will have that email before we end this convo
Charmaine - C: Thank you for waiting maam, I've already resend the details for your refund can you check it now?
Visitor: i dont have a new email from you
Visitor: i just checked my inbox right now, no new emails from you
Charmaine - C: can you check your spam, junk, and trash box Ms. Irish?
Visitor: i dont have any new email maam
Visitor: did you send it to [protected]@gmail.com?
Charmaine - C: Yes maam I resend it to [protected]@gmail.com?
Charmaine - C: Yes maam I resend it to [protected]@gmail.com
Visitor: i didnt receive any email maam
Charmaine - C: Maam if you don't mind me asking do you still have a access to this email [protected]@yahoo.com?
Visitor: nope..i already told your colleagues about that email add, its no longer active. that's why i twice send my PASSPORT id so you can change the active email add im using
Charmaine - C: Thank you for confirming Ms. Irish, I'm going to triple check why you haven't receive my email yet to your new email
Visitor: yes please. im tired on this to be honest.
Charmaine - C: just bare with me, I'm eager to help you with this concern, since you've waited for so long in our que
Visitor: if you have trouble sending it to that email address, i have an alternative email address
Visitor: [protected]@yahoo.com
Charmaine - C: okay Ms. Irish thank you for your additional information given, I'll try to resend it to your alternative email address
Visitor: ok
Charmaine - C: Thank you maam, I'll go ahead and resend it, maam honestly speaking I'm sorry if your waiting on my chat back for so long, I'm just assuring that your concern will be resolved within this chat
Visitor: no worries, i'll stay on the line as long as you send me that email
Charmaine - C: Can you check it now maam?
Visitor: no new email still
Visitor: i dont know why its not appearing in my inbox. can you please double check it.
Visitor: if it is possible to provide me at least the tracking number, that will do. that's the info i need to claim the refund in LBC
Charmaine - C: honestly speaking Ms. Irish I don't have the copy of your Remittance Number, but for this maam, I will email you our Chat transcript and also, if still haven't receive the resend of your remittance number within 24 to 48 hours you can reply back to my email, is it ok?
Visitor: no, i need that email before we end this conversation
Charmaine - C: Since I will be the one will monitor with this concern
Visitor: ive done this four times Maam, but nothing happends
Visitor: happens
Visitor: i need that email now.
Visitor: no email back Maam. i need the email right now
Visitor: try this one
Visitor: briancastillo.[protected]@gmail.com
Visitor: im tired of this to be honest. its a small amount Maam, but why it keep you too long to process this
Charmaine - C: Okay Ms. Irish I will check it again
Visitor: try to send it to this email address
Visitor: briancastillo.[protected]@gmail.com
Charmaine - C: I will try it maam
Visitor: ok
Visitor: why it keep you so long?
Charmaine - C: Please bare with me Ms. Irish I'm currently coordinating it with our higher end from support team for your concern
Visitor: that should be done before
Charmaine - C: If only I have your Remittance number I will just copy it and give it you, however the Refunds Team is assigned to give you your remittance number, honestly speaking we only communicate them by creating a report and have it immediately escalated to them for the immediate response
Visitor: this was supposed to be escalated
Visitor: if i can only communicate directly to your refunds team, i will! but i don't have access, , you should find ways
Visitor: i told you maam im tired of this, , its easy to resend the email right? all of my alternative emails was provided, , what's the issue?
Visitor: i need it now
Visitor: not later or tomorrow,
Charmaine - C: I've already resend it to your emails given, however we're still waiting for the email to receive in your emails
Visitor: you should have other ways. if that was sent maam, i should have it right now! but no new email i have here.
Visitor: there's a problem at your end. talk to your refunds team and let them know im waiting
Visitor: ive been a customer service agent before same as you Maam, this is very annoying to be honest.
Visitor: like ive said, i will stay on the line until i have the email i am asking.
Charmaine - C: okay maam, stay here in our conversation until you receive the email so we can assure that the email send to your given emails, I've already resend it awhile ago 3 times per email
Visitor: i didnt receive any email like what ive told you Maam.
Charmaine - C: okay maam let's wait for it, I've resend it again now
Visitor: no email still in my end.
Visitor: you know when it comes to sending me a survey, it goes in my inbox automatically but how come this one is not appearing in my inbox.
Visitor: you should have other ways for me to connect to your refunds team now
Charmaine - C: we have a different tools use for sending the survey you mention
Visitor: im waiting here for nothing
Charmaine - C: I can communicate to them when this conversation done since they will base on our transcript of our conversation
Visitor: no. you can seek help to your superiors.

Thank you for supporting Lazada and enjoy effortless shopping.

Best regards,

Charm | Customer Service | Lazada Philippines

"Brace yourself for an out of this world sale! Get ready for the Lazada Online Revolution on Dec. 7-12! Go to HTTP://WWW.lazada.com.ph/online-revolution/ for more details!"

ref:_00D7Fxllz._5007F81Fpg:ref

----------------------------------------------------------------------------------------------------
Dear Ma'am/Sir,

We hope this email finds you well.

To know more information about our Return Policy, you may also refer to our Help Center page at HTTP://WWW.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-return-ans.

Regards,

Danes | Customer Service | Lazada PH

ref:_00D7Fxllz._5007F80vB7:ref

[protected]@lazada.com.ph [protected]@lazada.com.ph via g19cd71k42irm1.7f-xllzuaa.ap5.bnc.salesforce.com
Nov 28 (7 days ago)

to me
Visitor: refund follow up inquiry for the 4th time
Danes Dustin - S: Thank you for contacting Lazada Philippines live chat! My name is Dustin. Let me assist you with concern.
Danes Dustin - S: May I know the order number for the item?
Danes Dustin - S: Are we still connected?
Danes Dustin - S: Are we still online?
Danes Dustin - S: I'm sorry if I seem to be rushing you, but I haven't received a response in a while. To assist other customers, I need to disconnect this chat. Please CONTACT US again if you need further assistance. Thank you for contacting Lazada Philippines Live Chat. Have a good day.

ref:_00D7Fxllz._5007F80vB7:ref

---------------------------------------------------------------------------------------------------
Chat transcript:
Visitor: refund
Visitor: good day. i want to check my refund please
Visitor: i received an email today and it says my refund is via voucher
Visitor: Hi Irish, Good day.We are glad to inform you that your request is already processed. You may check the voucher details sent to your email address [protected]@gmail.com. You may use is for your next purchase.Instructions on using the Voucher:1. At Payment step, you will find a voucher code box under Order Summary (on the right side of the page)2. To use your voucher code, enter it in the voucher code box and click "Use Voucher"3. A corresponding deduction will be applied to your total amountFor more information about our vouchers and promotions, you may refer to this link: HTTP://WWW.lazada.com.ph/helpcenter/vouchers-promotions/#answer-faq-voucher-ans.If you have further concerns or feel that you are not fully satisfied with the solution WE PROVIDEd, you can click on this [link](WWW.lazada.com.ph/contact) and hit the **LIVE CHAT** NOW button to speak with another Lazada Customer ServiceBest regards, Angel |Tier 2 | Lazada.ph |
Gino - S: Hi.
Gino - S: Thank you for contacting Lazada Philippines live chat! My name is Gino. Le​t me assist ​you with ​that concern.

Visitor: thanks, please check this one. I request for a refund but not via voucher
Gino - S: I understand. Is [protected] your order number, Jearemae?

Visitor: [protected]
Visitor: CAR AMPLIFIER VFA-600(BLACK) 2800W PMPO MAX POWER
Gino - S: Thank you. Allow me to check on your order for 1 to 2 minutes. Please stay online and I'll get back to you in a while.

Visitor: ok
Gino - S: I have reviewed your order and found out that the refund through a voucher has been processed already and the details were already sent to your email address. Kindly check your email inbox, spam or junk folder to confirm if you already received the said email.

Visitor: yes but its a voucher
Visitor: a voucger that allows me to use if i purchase an item
Gino - S: I do apologize for that.
Gino - S: May I know if you want an LBC remittance?
Visitor: yes please
Visitor: as of now, i dont have any item to purchase that's why i request for a refund but not via voucher
Gino - S: Allow me to assist you with your request to convert your refund from voucher to cash through LBC remittance. I will be coordinating with our Refunds Team to process your request. This can be completed within 3 to 5 banking days. Once done, you will also receive an email containing the refund details from our Refunds Team. Please be reminded as well not disclose any information specially your refund details to anyone. Kindly present a valid ID upon claiming the refund from LBC.

Visitor: ok noted, thanks
Gino - S: You'​re most welcome. Is there anything else that I may help you today?​

Visitor: nothing else.thanks for your help
Gino - S: Great. For more information about Lazada's refund policy, please refer to our Help Center page at HTTP://WWW.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans.

Gino - S: ​I​t is my pleasure to serve you. A copy of our conversation will be sent to your email address as your reference together with a survey and we hope that you will answer and give us feedback on how well I have served you today. This will be our reference as we aim to provide quality service to all our customers. :) Thank you and have a Delightful Saturday! :)

ref:_00D7Fxllz._5007F7yMKS:ref

[protected]@lazada.com.ph [protected]@lazada.com.ph via 5a2avjwigpdr.7f-xllzuaa.ap5.bnc.salesforce.com
Nov 25 (10 days ago)

to me
Hi Irish,

Good day.

We would like to inform you that your request to change your preference from Voucher to LBC was successfully processed . Kindly check your email Inbox or spam folder for the refund details. The email should be coming from [protected]@lazada.com.ph.

We are sorry for the delay in processing your request. Thank you for your continued patience and understanding regarding this matter.

You may also get in touch with us through our Chat Support at WWW.lazada.com.ph/contact/.

Best regards,
Julie Ann| Tier 2 | Lazada.com.ph

ref:_00D7Fxllz._5007F7yMKS:ref

------------------------------------------------------------------------------------------------Dear Irish,

Good day!

We hope this email finds you well.

You contacted us today about your refund to be sent to you active email. Since you can no longer access the email yo used.

You may also see the copy of our conversation below.

Chat transcript:
Visitor: refund inquiry
Maria - S: Hi! This is Maria. Welcome to Lazada Philippines Live Chat.
Maria - S: No worries, I can definitely assist with your concern.
Maria - S:
Thank you for the information Irish. I need to check my resources t​o further assist you. Is this okay with you?​
Visitor: hi, i would like to make follow up regarding my refund
Maria - S: Thank you for staying online. May we know is it regarding the CAR AMPLIFIER VFA-600(BLACK) 2800W PMPO MAX POWER under [protected]?
Visitor: i sent back the item thru LBC baan branch last nov. 17 with tracking#[protected]
Visitor: yes please
Maria - S: We informed you that your refund amounting to Php1, 170.00 through Store Credit or Voucher has been successfully completed on Wednesday, November 22, 2017.
Maria - S: Kindly check your email inbox, spam or junk folder for a separate email containing the refund details which was sent by our Payments Team.
Visitor: my recent email address was disabled and my new email address is [protected]@gmail.com
Maria - S: Apology about this. May we know if this email address [protected]@yahoo.com is active?
Visitor: no longer active, , ,
Maria - S: I am sorry for security purposes, our Payments team only send the refund details associated to the email used upon placing an order to avoid unclaimed refund.
Visitor: but how can i claim my refund if the email address you have sent the details is no longer active?
Maria - S: We understand how important it is for you to get the refund details and have it sent to your alternative email address. Kindly send us any of the following IDs for us to be able to process your request.

•PASSPORT
•Driver's License
•Foreign PASSPORT (written in English) for non-Philippine resident
•Professional Regulatory Commission ID (PRC)
•New Postal ID - Card based
•GSIS e-Card
•SSS card
•Unified Multi-Purpose ID (UMID) the single ID Card of SSS, GSIS, PhilHealth and Pag-ibig members
•Senior Citizen's ID
•Overseas Filipino Workers ID (OFW ID)
•OWWA ID
•Alien Certification Card or Immigration Card
•Integrated Bar of the Philippines ID (IBP) for lawyers

Please be advised that IDs that are outside the list will not be accepted.
Visitor: where will i send my scanned id
Maria - S: You can send it here to us.
Maria - S: Have you received the file request Irish?
Visitor: File: HTTPs://WWW.snapengage.com/fileuploads/snapabug-hr-fileuploads/8e609e6c-30fc-4350-a827-72cbea5d2d7e/4e216633-f9ed-4bd1-a28e-fa985eba3025_PASSPORT_-_irish_bongais.jpg
Visitor: yes
Visitor: i have sent my PASSPORT id
Maria - S: Thank you.
Visitor: ok, will you send the details in my alternative email?
Maria - S: Processing of your refund resend request to active email may take 3- 5 calendar days to be completed. Once done, our Payments Team will send you a separate email containing the details of your refund.
Maria - S: For now I will be sending a transcript of our conversation to your e-mail at [protected]@gmail.com for you to have a reference.​​​​​​​​​​​
Visitor: ok this is noted. thanks for your help.
Maria - S: You're very much welcome. We highly appreciate your patience and understanding on this matter.
Maria - S: Is there anything else that I can help you with Irish?
Visitor: nothing else Ms. Marla
Visitor: thank you so much.
Maria - S: You're very much welcome. Great Irish! I believe we're all set now.​​​​
Maria - S:
You may also visit HTTP://WWW.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans to know more information about our Refund Policy.
Visitor: no worries then, thanks again.
Maria - S: Since your satisfaction means everything to us. We would like to know if we covered everything that you wanted to discuss today?​
Visitor: yes
Maria - S: It's my pleasure to serve you. Please check your e-mail for the copy of our conversation to serve as your reference. It will then be followed by a survey. We value your feedback, please take the time to let us know how well I served you today. :-) Again, thank you and have a Wonderful Wednesday! :-) Please feel free to CONTACT US again should you need anything else. Thank you for contacting Lazada Philippines Live Chat . Have a good day. ​

If you have further concerns or feel that you are not fully satisfied with the solution WE PROVIDEd, you can click on this link: WWW.lazada.com.ph/contact and hit the LIVE CHAT NOW button to speak with another Lazada Customer Service representative.

Get ready for the Lazada's OUT OF THIS WORLD SALE with over 25 million items to choose from, up to 95% OFF, happening on December 7- 12, 2017. Unbelievable FLASH SALES and PROMOS up for grabs! So mark your calendars and start your early Christmas shopping with us! Shop now! HTTP://WWW.lazada.com.ph/online-revolution/ #ShopTheUniverseWithLazada #OnlineRevolution2017

Best regards,
Maria
Customer Service | Lazada.com.ph

"Brace yourself for an out of this world sale! Get ready for the Lazada Online Revolution on Dec. 7-12! Go to HTTP://WWW.lazada.com.ph/online-revolution/for more details!"​​​​​

ref:_00D7Fxllz._5007F6ejsp:ref

---------------------------------------------------------------------------------------

Please help me resolve this one, i want it to be raised to the complaints department if possible do necessary actions for what Lazada did with
my request.

Thank you.

Regards,
Irish Bongais

Someone has used my email address to register an account with lazada. I want to make sure no one can use my information to order items from lazada. I also want to make sure no one has stolen my identity to order items. Can you please check on this and advise me of actions i may need to take to resolve this issue. My email address is [protected]@gmail.com

Shipping company in Thailand so bad. They call me that they cannot send me on time. I know that the period still on time and quite fast, but the problem is the communication of shipping company that they tracking in the status that I postpone my shipping to another day. The fact is they postpone, not me!. I cannot accept this non-professional service from your shipping company even a little wording that they use in the tracking and it mean that I am wrong that I postpone by myself. This is not acceptable.

Pagkabili ko ng product ko hindi siya nag kasya una sinukat ko sa sarili ko na alam ko sakto yung size ko pangalawa pagkadeliver sakin ng shoes hindi sakto at saka pinagkumpara kung product na nadeliver sakin sa current shoes ko, size sila. Pero hindi sila magkapareho dito palang nagtataka nako. Ngayun napagisipisipan ko na ipabalik nalang at papalitan yung size ng product pero bago yan kinausap ko yung customer service nila at sinabi ko yung sitwasyon ngayun sinabi nila di na pwede po palitan yan lalo na abroad yung item and sinabi niya refund nalang po gagawin NAMIN diyan so inaaccept ko nalang so nagstart nako ng process sa pagreturn after a syempre ang tagal ko hinintay maya't maya nalang biglang naf email sakin na reject po yung item niyo redeliver nalang po namin wait nalng po dun ako nainis pota nakaka urat na sa na sinabi nalang nila sakin sa umpisa palang na di na pwede nakakagago sinabi ko din sa customer service nila sa umpisa palang na sure na po ba yan eh baka mareject din po tulad ng previous item ko and sinabi nila sorry po sa nangyari ganun tangina anyare mga gago ayusin niyo trabaho niyo nakakagago!

My order # [protected] has been placed on Monday October 16, 2017 but after 11 days I received another email from Lazada saying that my order has been cancelled due to limited stock. My question is:

1) If limited stock why Lazada allowed the vendor to post their product?
2) If limited stock why they need more than 10 days to confirm that, I'm expecting to receive the goods and not to get the answer that my goods is not able to deliver after 11 days
3) How can you simply cancel the booking and without taking any resolution to it? I ordered this for a special occasion purpose and last minute you cancelled my booking, I deserve a good explanation on this matter.

I had placed the above order (Khind 10" exhaust fan) on 19/10/17 and it was stated that the shipment will be arrived on 20/10/17~24/10/17. And today is 26/10/17 (already 7 days) but the item is yet to reach me. I feel so disappointed for the service provided by your company. I don't know what had happened between your seller and your courier company. For your information, I need that item very urgent as I had already arranged with my contractor to install it yesterday. Could you kindly check for me what's going wrong on my shipment and who shall responsible for the delay.

I ordered "20pcs Lotus Bowl 11varieties Flower Seeds Nelumbo Nymphaea" from Aukey thu Lazada Ph. My order arrived on 10 Oct. SWhen I opened the package, the lotus seeds were already rotten. This was because the supplier cracked ooen the seed coat. Cracking the seed coat is a must for lotus seeds to germinate. But this is done just before you soak them in water. Because the seed coats were laready opened, the embryos rotted during the shipping. I called up Lazada customer service and i was told to return the seeds. I returned the seeds on the same day. The next day I received a text from Lazada instructing me it wasnt necessary to return the seeds and that my refund will be processed. On 17 Oct I received an email from Lazada saying I wasnt entitled to the refund because the package I returned to Lazada did contain the rotten seeds. I called up their customer service to tell them that I did return the seeds plus I recived a text from Lazada saying it wasnt necessary to return the seeds. I was told they will process the refund. On 25 Oct I received a package from Lazada containing the same rotten seeds that I sent back! What a scam!

Don't order from them if you are not really sure whether you need this item or not because you will not have a chance to change your mind. So I would advise you to shop elsewhere, somewhere where you'll be appreciated along with your needs.
So I changed my mind and wanted to cancel my order. They didn't let me do it and delivered it anyway. What kind of service is that that decides anything for you? It's not the best way of running the business.
So I got the order and wanted to return it. They said: ok, but we won't refund.
I asked: why?
They said: because it's not broken, it's fine. Shipping back or not is your choice.
Oh really? Thank god I have a choice. Terrible store with a terrible treatment.

We order a smartphone at lazada on oct.4 and the item arrived oct.12 but upon opening the item is different to what we ordered..we order lenovo vibe but we recieve iphone 7+ clone..so we return it the next day oct.13 and we keep on asking for update thru there online chat..only to found out they rejected our refund preference and they returning the item back to us..lazada is a scam! We pay the exact amount and give us different item & refuse to have our money back..we will spread this so that everyone knows what lazada did to us

My name Yuttana. I bought goods at Lazada Thailand. Order number [protected].

I bought watch on Monday around 1 pm by debit card after I bought I call to lazada for confirmation Becuase I bought it for my friend birthday that it is important for me to get it on time. Call center said that goods will deliver around 12-14 oct. I ok and accept it.

1 hour later, system canceled order. I know from email but I don’t know what happen? There is no one call me to explaination. I waited Until 5 pm. No one explain me. So I call back to Lazada for ask reason.

Staff Lazada, Miss Kanitharat said it is system error! So Lazada can not deliver goods to me. No choice for me. I accep this error but I need my money back in urgent becuase I have not money enough to buy new one if Lazada not return money for me. Miss Kanitharat said No No No only. Even System cut my cash from debit but she said I must wait money back in 45 day! This is Lazada internal regulation. Even Lazada system error. It not fault from customer but I, customer must wait 45 day becuase Lazada internal regulation!

I try to explain this is important for me. I have no enough money if you not return back before 14 Oct. she not listen me and she try to cut the line by ask me that she will discuss with accounting department to do this case in urgent. So she will call back to feedback by 48 hrs.

I wait 48 hrs as she commit but There is no one call me! Then I call to Lazada for get update again. New call center said must wait 45 day. I explain her for situation as talk with Miss Khanitharat. I ask me she will said her to call me back within yesterday but no line from Lazada call me again.

Today is my friend birthday. I call to Lazada again there is no updat. Same message I have to wait 45 day and commit that miss khanittharat will call me to explain today. You know. No one call me again and again.

Question
What is I wrong?
Why I should wait my money back in 45 day as your system error?
Reason from customer valueless than your internal regulation?
What are your commitment with customer? that you promise to call back in 3 times but Never do.
I loss money to by present to my friend. I loss money for 45 day. I loss telephone expens to call you 3 times. I loss trust to Lazada. I very suffer.

What are you loss for this your system error?

I need professional feedback from you

Thanks
Yuttan
+[protected]
M. [protected]@gmail.com

I ordered a Sharp oven on the indonesian site, there was no delivery fees .
The vendor contacted me by phone and asked me suddenly to transfer delivery fees.
It's Lazada responsibility to modify their program or let know customers they will have to pay some delivery fees if they are asking for a delivery far from the vendor address.
Friends from my company ordered many times and never been charged any delivery cost.
So will appreciate if you are taking your responsibility and delivered as promised the product I bought.

I just bought 2 bottles of REF ultimate hair masque 750ml for $139. I want to complain because the products is imitation ones. After i used, my hair was so waxy and sticky . The smell is totally different from the ones I bought from Beauty language's retail shop. My friends touched my hair and was surprised it was so sticky. Why lazada wanted to cheat all consumers. Please refund my money immediately.

I ordered a 2TB hardrive to Lazada. I waited for 2 weeks for my order but they cancelled it coz, it was already out of stock. It happen that before they process my refund, my bank account was already closed. So, hindi na papasok yung refund ko sa account ko. 2 months po ako nag coordinate sa Lazada tungkol dito at sinab nila na hindi po ako dapat mg alala kasi mbabalik yung pera ko, pro ngayon, nag iba na yung story, wala na dw silang magagawa tungkol dito dahil na complete na daw ako na po dw yung ma coordinate nito sa bank. Ilang ulit narin ako ng coordinate sa bank, pero sabi po nang bank, hindi po nila ako ma aassist tungkol dito kasi nga hindi ako yung gumawa ng transaction sa kanila kundi yung Lazada.hindi ako realable pra mg process nila. Marami naring kasing ganitong issue na nabasa ko sa net tungkol sa Lazada eh.

Dalawang linggo k n kinakausap lazada tungkol sa refund sa defective n product n binili k sa kanila.nireject nila ung readon for refund k kc daw walang reason khit nilagay k sa description ang nangyari. halos araw araw tumatawag ako sa lazada pinapaasa n naescalate ang concern at hindi nila deneliver pabalik ang item keso rexorded daw ang call at disregard ang message.Refurbish ang mga gadgets sa isang katulad k n sapat lng kumita at pinagipunan ng matagal ang pagbili ng item napakalaking sama sa loob n ninanakawan k nlng ng mga kumpanyang katulad ng lazada maayos k binayaran ang product tapos lahat ng process aa refund sinunod k pero prang walang balak ang kumpanya na ibalik ang pera ko Pagnanakaw at panlalamang ang ginagawa ninyo gusto k magreklamo pinagaaralan k pa process ng pagpunta sa DTI.sana may makatulong 3 araw at gabi ako nagtrabaho ng straigjt shift mabili k lng ang yan regalo sa bday ng anak k..sinungaling patimga supervisors at rep nila wala silang maayos na process.

After almost one month of email correspondence with Lazada Malaysia and Lazada HK, I was told to send the disk to Lazada Subang Jaya office. Lazada informed me that the refund has been completed and case is closed. However I am still waiting to receive the refund. Where and who did Lazada sent the refund? It is almost one week without an answer? My order is [protected].