Lazada Southeast Asia
Reviews and Complaints

hi good day. i am the customer of my order which is laptop battery . since that delivery time afternoon i didn't get my order because of going to work that time. 2 times delivery happened for same issue. i talked to the rider that please redeliver as early in the morning because in afternoon i said i am going to work. therefore, my ordered item returned to hub .. i am asking to rider that it is possible to deliver again by tomorrow? rider said that the item will get tomorrow but you gave the payment through gcash. then i send him the payment and the item not really deliver until now. also i am asking to refund my money because that item is very needed..

the name of the rider is ART CLARENCE M.

until now waiting for refundable cost of 957 pesos.

I bought a hanging kitchen cabinet which was delivered on March 9, 2023, 10:36AM. As soon as it was delivered, we had it unboxed and found the cabinet panels damaged (1 panel with chipped off corner and another panel with a long crack). At exactly, 10:47AM (11 minutes after), I chatted with the Seller to inform him about the damage with supporting photos and that, I will file a request for return and refund. In the same chat conversation, I advised him that while waiting for the processing of the return and refund, I will make another purchase of the same item. Immediately also, I filed for a request for return and refund in the Lazada app.

For several days, I waited for the Seller to respond to my request. The initial status was showing that if by March 11, no response is received from Seller, my refund will automatically be processed and so, I waited and monitored the status from time to time. When the status showed - Return to Seller, upon clicking on it several times for several days, no option for return was made available until after March 11, nothing favorable came out of my request. I was expecting the refund to happen but nothing. Then to my surprise on March 15, the system has closed the return request already.

The unavailability of a return option (usually it’s a choice between pick-up or self-drop off) was obviously initiated by the Seller in BAD FAITH. As the BUYER, while I have immediately filed for a return and refund, I was being duped by your Seller to accept a compensation of PhP120.00 and suggesting that I repair the item. This is very insulting and undeserving of a customer/buyer who has paid for PhP1,147.15. I have an unboxing video and photos showing the damages on the item. Despite several chat follow ups, Seller remained unrelenting and renegotiated for PhP200.00 (this is insult for the second time!).

I reported my ordeal thru your customer chat facility and it added up to my frustration that your rep, Juvill D. missed the point why I had to escalate my concern. Such poor handling! She/He further fueled my anger and frustration! She/He has denied me of the justice I deserve after being victimized by one of your bad Sellers as a loyal Platinum customer.

I bought a high table and 2 chairs. It came without table but a basket and 2 chairs with legs but with chair seats. I complained to seller. The seller asked to return the items. But the returns were rejected giving no reasons. And they closes the case. I wrote in and called Lazada over the 3 weeks. They said will escalate and overtime come back with returns rejected and speak with seller. And seller said returns rejected and do not want to give reasons. Now I am left with 1 day for this case.

I am frustrated as lemon laws does not deal with purchase from Lazada.
It is $400 set. I am at a loss. Please help

I ordered hams from a seller on lazada online I paid in full. It was four hams to be exact I kept waiting several days it went from nothing saying it was delivered. But I never received them. I even gave the seller an ultimatum and still nothing. Lazada waited for response and still nothing. Lazada did refund my money but does nothing to ban this seller. Another customer told me they reported that seller several times but lazada still allows them to sell fake products but the customer never gets their products. And in filing a report to lazada they force you to put received and then make u wait for the refund.

On 3/12/22 I had to transfer my apps from old device to new device. I tried to make purchases with a Lazada voucher value of $2. There was a problem and I seek help on Live Chat. Your agent 'Mary Jane' replied that I will not be able to use Lazada voucher and coins becoz I am suspected of malicious activity. WHAT!? How dare you accuse your loyal customer without evidence ! I have done 659 reviews. I even bought my new mobile on your platform.

Hi Lazada Support Team,

I've bought a shoe cabinet via Lazada and received it on 3rd Nov. However, it was unassembled and I immediately initiated a return. For more than 1 week, the item was not picked despite repeated emails and even calls to your agent. Every time I will be given a different case number to fill up the same return info over and over again. See below case numbers., you should know by now the frustrations just to return a mis-match item.

More frustrating is someone has cancelled the return request without my knowledge, this is simply ridiculous and I felt like being played out by Lazada.

Case [protected]

Case [protected]

Case : [protected]

Lazada's courier Jeffrey S Tanyag cancelled my request for re-delivery despite the fact that he knows I filled in the Re-Delivery Form as soon as the status was Delivery Attempt Unsuccessful. He intentionally cancelled it to irritate his customer. Lazada's courier have the worst attitude versus Shopee couriers. I order from Lazada at least 5 times every week, thus couriers already know my address and my transactions. I have already lobbied, plead to them that they deliver my orders in the morning or at least before 2PM, because I have work at 3PM and my partner also sleeps at around 1PM, let alone Lazada's sorting center is just 5-10 minutes away since I live in Buting Pateros only, this courier cannot wait but to cancel my orders. Seems like their courier is working to just cancel orders and not deliver them. Lazada is not listening, at all to it's customers, and they still continue employing these incompetent people.

Dear Lazada, if ever you are monitoring your Trustpilot Ratings, please know that the driver who is supposed to deliver Tracking: MP037293823 associated with Order: [protected], is AT ALL, incompetent.

I cannot explain how upsetting my experience with Lazada Philippines and one of its sellers "SOTIME".

We ordered an 18L rice cooker for our business. At first, we were happy because the item looks good. August 14, we tried to use it and the rice in the middle was overcooked while the side is undercooked. We raised this issue to the seller, who asked us to use it once again and measure the rice and water thoroughly. August 16, we tried it again and provided a video and images as the same issue occur for the second time.

The seller rejected the return request so I filed a dispute and the DMT "review" it in less than 24 hours. THEY DENIED IT and the remarks say "WRONG REASON AND THERE'S A SIGN OF USAGE".

First of all, they can check the item for as long as they want and it has no scratches. AND OF COURSE, WE OBVIOUSLY USED IT AS PER THE INSTRUCTION OF THE SELLER. HOW WOULD WE KNOW IT'S NOT WORKING PROPERLY IF WE HAVEN'T USED IT. OH MY GOD.

Dear CEO..

I bought 3 set of stone from seller in Lazada Thailand...total..six stone..as photo show.(.no 1)...but receive only 2 stone and one small stone (.photo no.2)...file a complaint with Lazada Thailand. But result favor to seller...PL reconsider my case with logic in mind...2 photo depict the truth with customer SD achieve ..thanks

...Long term customer .fr.Thailand..

Remark: left. Side photo..item which I bought ../right side.. item...seller sent to me..

...(PL.reconsider my case and let me know yr .decision...Asap )

I recently bought shirts from lazada. I was confident in buying it because it is from Lazmall and it has the 30 days item does not fit policy of yours. A while after i recieved the items, tried it on, and found it doesnt fit me. So i went ahead and tried tonreurn it and requested for refund. Becaise as your policy says, if we think it doesnt fit us, for 30 days we may return it. First thing that shocked me is when your dispute team required me to provide further proof that it doesnt fit me. Fit or not fit is subjective and only us custimers may decide what fits and whatb doesnt according to your policy. And its not like yoy have a standard of what "fits" one. However just so i dont hinder any process, i still sent extra proof. To my syrprise, the next time i checked. My return was rejected by your own dispyte team whp doesnt seem to fully understand your policy. I went and triednto talk to several agents and all they tell me to do is to just talk to the seller. Over and over i told them vecauuse of your policy i need not talk to the seller and come begging for the refund sincenit shouldve been protected and made sure in the first placd due to younr policy.. you may reach me at [protected]@gmail.com and +[protected]

On Dec 12th i purchased a Xiaomi Mi 10t phone...On Dec 18th I received a Vivo V19 Vietnamese clone in its place. A return/refund was immediately filed through Lazada. The item was shipped back to the seller via LBC and the Seller rejected the item, refused to accept it, and rejected the Lazada Return status online. Lazada software glitch prevented me from automatically filing a DIspute as their system requires Seller contact first. The Seller is unresponsive not only to my requests but also to Lazada's requests. The Dispute was 'manually' filed through Lazada with zero action and zero response and NO REFUND (please review Lazada refund policy as I was assured on Dec 18th by Lazada that I would receive a refund)
This matter is still unresolved. The seller is still selling fake items through Lazada

I haven't gotten my packages and was tagged as failed delivery. I've been requesting for a refund but customer service keeps on telling me that I should wait for the items to show as returned to the warehouse even if they can see that the status is failed delivery. It's been weeks! I can't believe how frustrating the refund process is! They don't even have an escalation process!

I bought Live Safe antivirus from lazada and it proof to be fake as all the links provided by the seller was not functioning with error 121252. All my attempt to communicate with the seller failed as he just choose to ignore and not bothered with it. I never expected an international software being sold on lazada to be cheated this way.
Mac Afee is world class antivirus and the best in the market, your image is tarnish with this kind of reseller who do not deliver a genuine products
I have provided feedback to lazada and ask for refund and the seller have rejected by request for refund. I have re-appeal my request for refund is within the stated clauses period
MacAfee provides a guarantee 30 days refund if unsatisfied
This ad stated 14 days refund and 1 year warranty
All photo attached.
You can reach me : [protected]@gmail.com

Customer's Service was EXTREMELY slow in refund/return process. I opted to return 2 items that didn't arrive (but a cheap substitute was sent to me instead), it's been more than a week when their website stated maximum of 5 days notice. Lazada's customer's service + the ineffective ninja courier service made my return/refund process really really painful.

Re complaint [protected]. I have tried to order this treadmill twice from JB Sports and have tried to get your customer service team to be proactive in finding out why you keep failing to deliver. You refuse to phone and just send texts to investigate with an unacceptable timescale re answers. I asked and was promised to speak with a manager, this never happened. I have never received the outcome of your investigations which you also promised me. Your service is in affective, incompetent and dishonest. I want to know why you cannot do a basic investigation and report those findings to the customer in a suitable timeframe and why your staff blatantly lie about what they will be doing to help? I believe you may have problems with your couriers but how would I know as you've never conveyed the result of your investigations to me. Customer service isn't about being dirty and polite, it's about attending to the concerns of your customers and taking personal responsibility to oversee and report the outcomes of any investigations. Oh and don't lie or make false promises.

Hi, I have tried to purchase during 11.11 however the payment cannot went through, after few tried I gave up and the next day I tried and it still fail so I call customer care for help. After that I received email mentioned my account with suspicious activity and I cannot make payment with voucher. I tried to further clarified and ask Lazada to responsible and prove their statement and until today they unable to prove themselves. I request for a complain process and they mentioned to me there is no way to direct speak with complain department however they couldn't provide any solution.
The 11.11 are past now, and I cannot use the voucher that I earn through the games and different voucher that I have grab which has cause direct lost to me, as I have $144 voucher can use and not yet count it the promotion and the all kind voucher I have.
When the 1st email that I have received that told me I have suspicious activity, Lazada cannot prove their stand and statement is after full and fair investigation to customer and yet the customer services are not supportive.
I truly believe that the current system does not meet the compliance/conflict of interest as customer service team can be the person who receive the complain, and base on the current information in Lazada apps, it also do not help us to lodge complain and get reply. Till today, myself need to follow up with the customer services team for an answer even through they commit to provide answers today.

I do hope that this channel could help me to solve this problem and able to advise what going on

I purchased a Jabra headset in Lazada in the month of August. The headset speaker volume was bad and I filed for return request. The request was cancelled without any attempt to pick up the item. I contacted customer support to inform the same. On 24th I received a call from the pick up agent and he came over to collect the item. He tried scanning the return label multiple times and encountered an error. He still picked up the item and assured that it will be scanned at the warehouse. I still contacted the Customer care on the same day and detailed the issue. The CS agent confirmed it will not be a problem. However, the status never changed and I have been contacting Lazada CS every other day for my refund only to hear them give me the standard response of 24 - 48hrs wait time. I even shared the contact number of the pick up agent. I had to explain the entire history and sequence everytime I talk to CS and they had shown no empathy or respect customers time and effort. On top of that there were rude behaviour of CS agents (Wendy-chat agent and Lorraine - Phone agent) just preferred to lobby on the chat and phone without responding to me. Is this CS you provide? I have been an avid user of Amazon for over 9yrs now and had not experienced such a terrible experience even once. I would really appreciate if someone can read this message and get my money back. This would be my last transaction with Lazada.

Est. Delivery date (dd) of order is between sep14-20. I got an email on sep20 that delivery is delayed and adjusted dd is up to sep28. Based on the delivery status, package is already in my locality on sept20. I dont understand why they cannot deliver. I've called and emailed customer service (cs) and all they can do is send follow up emails and say they've elevated the concern. All contact numbers for xde logistics company are not working. No emails were returned/answered by them as well. With an exhorbitant shipping fee, I wouldve expected prompt delivery.

I asked to talk to lazada's supervisor to come up with a solution but sadly my request was not entertained. They just sit and wait until xde replies? In 1 of the cs emails, if by 7days the package is not delivered they will just cancel order. Why punish me?! We ordered something because of a need of products. After waiting to be told that it was futile is unfair to the buyer.

"Rest assured we will take note this incident so we can use for future improvements the next time you shop with us."

This is one of the numerous times that I have received such reassurance but the technical glitch on the risk scanning has been recurring every month even after the suggested recommendations from various agents to try to resolve them.

Rectification came after sale period too despite me checking the progress a number of times since the start of the day yet, rectification can come right after sale.

Though Lazada did compensated the previous time by giving cash vouchers, but that was to make up for the loss in the discounts that I was supposed to get if I managed to check out without the glitch.

This time round, I have calculated my difference in discounts to be $100 but yet Mark, from Lazada can only offer me $5 in compensation.

If they really mean and act upon our feedback as what they assured, then we customers do not need to ask for cash vouchers in compensation. This is wasting alot of consumers time and money.

I am writing to inform you that I spoke to an agent named Nics. Apart from the fact of having to wait so long for his respond, he has totally no understanding of my problem despite me providing him with all the details and thorough explanation. He only kept asking if I want to cancel. The reason why we chat with a human is so that we can deal with the root of the problem instead of giving me a standard answer off the manual. At one point, he just pushed it back to me by telling me to get in touch with the seller to verify. Then why do I need to chat with a service agent then?