Lazada Southeast Asia
Reviews and Complaints

I made a purchase on Aug 14 (Order No: [protected]) and I suppose to receive the package by 21 - 24 Aug. On Aug 20 @ 10:31am, I received a SMS from GDExpress saying that a rider will be delivering my package on the same day, which is Aug 20. I received a call from the rider at 1:51pm but unfortunately the call was missed. However, I tried to call back the number and it was unreachable. So then later in the evening I checked the Lazada apps and discovered that the delivery was marked as failed and the package is being returned to the seller but at the top, it says that another delivery will be attempted in the next few days. On Aug 21, I reached out to Lazada live chat agent to get a some clarity on the delivery status and the 1st Agent by the name Alpha something told me that the courier tried to deliver the item to me 3times and exited the chat right after informing me this. And then I had to wait for another 25minutes to get another incompetent Agent, by the name of Prevena to tell me the same thing. So I sent Prevena the screenshots to proof that the delivery was only attempted once. She told me that she will escalate the issue to the related department and when I asked her when would I receive a response, she replied to me quite sarcastically saying that she have mentioned before in her first statement. And when I told her I want an immediate response, she asked me to call the courier company on my own and even had the audacity to ask me to Google the number! Come on, is this the standard of your customer service? If everything I need to do on my own, what is the need of Agents like Alpha or Prevena? They didn't clarify as to what will happen to the amount I've paid nor assisted in getting the number of the courier company. I am quite honestly mortified with the level of servitude of these Agents. I am hoping that someone takes this complaint seriously and train those Agents to be competent because I have been a loyal customer of Lazada for quite some time and have spent alot in this platform. When I experience this kind of attitude, I just feel like giving up and am on the verge of taking my business elsewhere.

My son is an IC in Lazada CON HUB. The manager supervisor Carmel Matunog gives him a trip with different areas eveey schedule trip. How can he perform and get KPI if everyday his area is different? Not everyday because they will not give him trips everyday. For the past 5 months he wasnt able to work everyday. Sometimes only 2x a week.

Hi, This is a full exposure to The break down in lazada system when its runs with people who dont flexibilty of actually working and doing nothing.

a) When you break a rule indirectly or directly, instead of a warning first, they straight give points.

b) Points are still given if item is sold out(It took me mths to realize that u need to deactivate the item. If not, they can still give u penalty
after mths that it is sold out.

c) When u look at their contract, its seems that they don't have any idea that there is a possibly that their rules and regulations may need to
be improved over time. They are ignorant to the fact and as the site, it is hard for them to understand that they may actually be wrong.

(As regards on this, warnings are provided through the growth center and the penalty is also included on the Marketplace agreement and policy.)

d) everyone one in a while they overcharge and and are not a perfect site. We need to constantly check that they are doing it right or wrong.

e) Feedbacks - the entire system is a mess waiting for trouble to take place. The automatically put 7 days return. Which customer takes advantage
and buy items and when they realize they didt do enough, they blame seller and say product is defective.

If u do a dispute, it takes them a while and WHEN buyer loses the appeal, they still are allowed to give seller negative feedback. So may companies
chose to refund as lazada has chosen to allow sellers take revenge on the sellers with negative feedback. And when u fight for that issue, they
want us to contact the buyer to change his mind. Which means, LAZADA does not care about its sellers.

Now it comes with communicating with the person in charge,
It takes ages for someone to put a name in the email. After demanding for it, i get this person.
Michelle N | Partner Support Associate

In Many Situations, when u become to big of a company, you know that when the company refuses to reply back with a call back and only reply with
fix words.

I have already forwarded your response with our respective team. Rest assured that we will get back to you once we received feedback from them as soon as possible.

Now what's the thing that does not click?
how is it that u give a penalty for mistake for a duration of 1 Year
how is u give penalty for non-active item?
how can a person post something that has a negative word and gets approved and penalty later

I agree that most of my deals USED to be from lazada, but because of the penalty and the sales focus on the monthly basis, revenue has dropped.
If u google up, their review aren't that great. And all this is after it was acquired by Alibaba.

And problems are fixed only when its made public.

So, in short.
Michelle N,
I think you're in the wrong Sector. Copy Paste won't help you or your employer.

Not Sincerely
Jaidev
Barely A Member of Lazada

PS, I will put in Effort, Though i am not being paid to post in in whatever platform i see fit
Let see how long it takes for u to stop ur automatic replies and salary being paid without checks

Lazada did not deliver that I purchased using Lazada Wallet. Their commitment is that if refund is via Lazada Wallet, it will only take 24 hrs. This is not true and their chat reps just disconnect chats and refuses to refund my money or escalate my concern to supervisor. Not recommended

I ordered a phone, cashed in 7500php on June 6, 2021 to my Lazada wallet and I was attempting to process the payment but it was unsuccessful. I called your Customer Service and asked what happened to my order. He said the item was no longer available and he told me to request a withdrawal instead. He processed the withdrawal request on June 6 and said it will take 7-10 business days only but 10 days has passed and I never received an update or callback. I contacted CS via chat and the rep said he would follow up my withdrawal request. Days has passed again and nothing happened. I tried contacting CS via chat again and while I was typing my request they just ended it. I spoke with Sheila, a supervisor, who I thought would help me. She requested another 7-10 business days and promised to give me updates but she was lying. I didn't receive any update from her. This is very unprofessional. I then received a call back from a gentlemen and he assured me I would receive my money within this week. He was very confident and told me that my withdrawal will be released within that week.

Unbelievably terrible customer service. You kept lying and do not pay attention to customer's request.

One of the supervisors sent me an email with the following statement:

Please expect for the LBC remittance code to be sent to your registered email address on or before July 23, 2021.

Regards,
Maria-Supervisor
Lazada Philippines Customer Care Team

Up until now, my money is still held in your system.
June 6, 2021 was requested but it's already August 1, 2021. Almost 2 months. This gives me stress everyday.

What is the progress?

You keep saying "let me follow up", "this one is escalated." You repeat that million times! Please! I need an action. I've waited for too long.

I almost gave up. This is a big headache.

As stated and committed by lazada, 30/7 is last allowable delivery date. However when I checked on my status thru cleo and lazada fb, I was told to wait for another 3-5 days.. Else cancellations and refund will be performed after 15days, this is cheating customer and not acceptable

I am very disappointed with the negative experience with this seller (Alexis) and Lazada Dispute Management Team (DMT), when I returned 1 Kate Spade handbag due to product mismatch from picture posted. Hence, I am writing here to raise awareness on such issues so that buyers are aware:

1) It is very disconcerting to know that sellers can post misleading pictures and not address such return in good faith.

2) Lazada seems to have a platform for dispute management. But in practice, there is no effective communication/understanding as we are not able to click on a response or write email to the team, and they would eventually reject return for reason that buyer did not respond, though I have repeatedly called the call centre whenever I wasn't able to click reply.

Given the above negative experience, I would never buy from such a platform who do not look into customer's interest in good faith. Buyers Beware!

Pls refer to the following sequence of events:

9 Jul: I received one Kate Spade bag I have bought from a Lazada seller, Alexis.

When I noticed that the bag comes with 2 tones (with a white base), which differ from the picture (which comes with 1 tone), I clicked return within the 1st hour of receipt and contacted the seller and informed her that the product does not match what was shown on the platform and send her the 2 contrasting pictures. The seller rejected my return request and claimed that they do not return due to change of mind and indicated for me to raise a dispute.

10 Jul: I raised a dispute, with clear indication as above.

11 Jul: Dispute Management Team (DMT) asked me to show evidence. I tried to click on the icon, but was unable to proceed. Hence, I called the call centre and spoke to Mr Ralph. I asked if this is because DMT did not receive my pictures and do not have a clear understanding. I was informed the pictures were well-received and Mr Ralph also agreed that the pictures were different, though he deferred to his DMT's decision. I asked for DMT to call me or retract the message as it would be unfair to reject my request for the reason that I can't click on to respond.

Subsequently, I tried to click on again in the evening and was surprisingly able to click on to reply.

12 Jul: DMT asked me to show evidence again.

13 Jul: As I was not able to click on to respond again, I called the call centre and again spoke to Mr Ralph. He mentioned his DMT colleague, Ms Michelle, is looking into my request and would reply soonest.. I asked for Ms Michelle (DMT) to call me as it would be unfair to reject my request for the reason that I can't click on to respond.

14 Jul : DMT rejected my return as I did not provide evidence in time. Again I was given 4 days to raise dispute, when I tried to click on, there is no way I can respond.

I was very upset at how badly and unprofessionally Lazada DMT manage such disputes and called the call centre and asked for Mr Ralph to get the DMT to call me by this week. Again, there is no reply from DMT.

Show quoted text

hello,
I always not recieve my gcash back sincecjune 2..
4088php...

On June 2, I order a electric scooter, on lazada.

Brand new Eswing es09 electric scooter
Order tracking # [protected]
Price 4088 php
Placed on 02 June 2021

My paiement was successfully

Your paiement of 4, 088 php to Lazada PH has been successfully processed on 06-02-21.06.05.53 Pm Ref N* [protected]

On 03/06 03.32 they delete it, without reasons

ITEMS ARE AVAILABLE FOR SALE WE SELL ALL BRAND NEWS ITEMS PM US ON. ESSENGER @RUDY LAURE

We only accept pay. ment via G'Cash directly to courrier service account.

Order status tracking #[protected]
Status: REFUND ISSUED
Placed on 02 June 2021.06.05.52

Since June 2, never recieve my money back (4088php)

Case lazada number [protected]
Case lazada number [protected]
Order No. [protected]

I DONT RECIEVE MY MONEY BACK

Thank you
Francois PERRET
[protected]@gmail.com
+[protected]

Team,

I need to unsubscribe from all of Lazada, s email notifications. I have not subscribed for in the past and also I do not hold any account in your applications.
I'm surprised to see all your notification emails and it is also wierd to see where the unsubscription link is taking to Lazada online shopping site asking for customer login where there is no necessity to login to your application.

I would need to take an immediate action on this and stop sending emails to the below email id
[protected]@gmail.com

Pick up and Delivery of items are taking longer than expected... The Courier either closed down and they have no options to resolve the issues... All their contact numbers and email address are no longer working... Been following up for weeks now, even the support call center keeps saying they have not received any feedback from the third party logistics so they tell people to wait while they also wait...

Hi

My kids have erroneously placed duplicate order for the same item twice (from same seller).
Requested for refund from seller but no reply.
Raised to customer service and was advised to reject item when it reaches us.
Did that but was rejected by delivery man.
Complaint again to customer service and was told will provide a satisfactory resolution. Just received response today that it has been rejected as seller already shipped item and we should have checked! This is ridiculous! Pls I demand for a refund! This is really a dishonest seller as I noticed I had purchased with him/her before at another platform and had issues too!
Thanks!

- I placed an order on line dated : June 5, 2021. Order : #[protected]
- Product : Cây Ngọc Bích for price : 200, 000 VND + 44, 000 VND shipping fee. This order based on the advertisement picture in Lazada website (picture in link
https://www.lazada.vn/products/cay-sen-da-ngoc-bichcay-sen-da-ngoc-bich-i1256278611-s4689438154.html?spm=a2o4n.searchlist.list.1.6f3b3c15dXDEFG&search=1)

- But, they delivered to my door a dead tree on June 9. Totally different with the Lazada picture (Note: all pictures have provide Lazada as evidences
- Lazada promise many time to take it back and refund but nothing happen.

31-May-2021
dispute case# [protected]

Unknowingly made a mistake on an item (paid a 10kg price for a 5kg item) and received a 5kg item. I tried to request for a refund but was refused on the basis that "correct item was delivered".

Unethical, third-world business practices. Customers make mistakes too and there should be a recourse made available. Vague, misleading information on main website. The Customer service is basically useless and redundant as unable to prioritize customers.

Was a fraud victim last November 2020 and have reported immediately to Lazada when I found out we unknowingly gave sensitive data to alleged "bank person". Have called both bank and you to help us cancel the transaction. Have received varying responses by different customer service representatives but still did not reverse the transaction. Can you please advise on where to send all the proof of conversations and responses from your end so I can start to sleep in peace?

I ordered an electric grill and received an electric sandwich maker instead not what was in the photo that I wanted!. Been talking online with lazarda chat agents many times and nobody can help me! I tried to fill out the return form online 6 times but everytime I get to where I have to send a photo I cannot do that on my laptop? Hope you can help me fix this problem as I am a good customer

Hi, please refer to the reported cases below and take immediate actions for refund. It has been more than 15 days every time I contact Lazada help centre they just keep me saying the case is filed and will update you within 24-48hrs and still I haven't got the refunds.

I have complained to lazada help centre more than 3 times in the past 2 weeks and no proper refunds is made yet.

Case: [protected]
Item Name: LadyMuse Womens Short Sleeve Printed Maxi Dress Casual Loose Kaftan Baggy Long Dresses ZANZEA
Order Number: [protected]

and

Order Number [protected]
Item Name: READY STOCK Plus Size Fashion Casual Women V-Neck Short Sleeve Long Floral Print Slim A-Line Dress
Order Number: [protected]
Refund Amount: 8.80
Refund initiated Date: March 27

Lazada customer service and dispute centre,

Your way of handling dispute is really not professional and you just wanted to quickly close the case.

The seller replied with the following.

Comments:Evidence was provided by seller, postscript:Hi, the first time customer return the phone to us is due to a software issue, which she upgraded the operating system not in tandem of the recommended procedure and the fingerprint software was lost. This, we already solve for them . Now, she claims there is a sound issue which we need to investigate the cause before we can advise on the next steps. That is why we need her to sign on the service form and return us the full set which include all the accessories. .

You did not even verify with me on the above and you just quickly reject and close the case within 4 mins (See below)? Is this how Lazada handled dispute for all cases? My statements on the whole process have been consistent since day one when i contacted lazada while the seller claimed that i did a software upgrade only after numerous emails.

Firstly, I did not upgrade the software and the fingerprint was not working from the day I received it. The software upgrade was done by the seller side. If i was the one who did the software upgrade and the fingerprint software was lost, do you think the seller would still be willing to send the handphone back to china to get the technician to install the software again free of charge? Secondly, the seller wanted to charge me when i went back to him again later on the other problems surfaced.

Below is the detail of the events with the seller:

15 Dec 2020: I received the phone on 15 dec and the first problem came up. I wasn't able to use the fingerprint security feature. Immediately i inform Global Tech on that same day.
18 Dec 2020: I went to their shop to return the phone with all the accessories
30 Dec 2020: I contacted the personnel to ask for the status of the phone.
5 Jan 2021: Global Tech informed me that they will check the status and confirmed that i can get it from their office on 7Jan.
8 Jan 2021: I collected back the phone but did not notice the screen protector was not there.
14 Jan 2021: I sent chat to them again on another problem I faced. The problem is when calling/receiving a call, I am unable to hear the other party which mean the phone receiver is faulty. I didn't find out this problem until someone called me.
There is no reply from the seller thru the chat.
15 Jan 2021:I contacted Lazada [[protected]] on this issue.
25 Jan 2021: Lazada [[protected]] replied that I can bring the phone down to their shop to fix it.
27 Jan 2021: I went down to the shop and the seller told me that there will be a service charge as the warranty of 30 days is over. I told the seller that the phone was faulty from the day i received it. You can see the timeline from the attached file. The first time i went down to hand over the phone and the day i collected it back was 3 weeks apart. And just a day before yesterday, I found that the earphone connection is not working too. I am unable to hear anything after i plugged in the earphone.

In total, i have found 3 problems ever since i got my phone on 15Dec and there could be more as I have not tried all the features. I have been to their shop 3 times (the 1st and 3rd were to pass them the phone, while the 2nd were to collect it back).

I do not agree that it is beyond return policy (7/14 days), there is no chance for me to do so as the handphone was with the seller from
18 Dec 2020 to 7 Jan 2021, a total of 20 days.

It is very obvious that the seller is trying to go around the return policy and also the 30 days warranty period.

There has been no issue with my other purchases except for this seller.

I am extremely unhappy how this dispute has been handled as Lazada is siding with the seller.
Is this how Lazada treat their customer?

Parcel getting delayed and delayed and delayed
Customer Service never provide solution instead just steering around the garden by giving empty promise, then break the promise again and again.
Keep on emailing the "automated" email to please customer saying Lazada is concerning customers! But the more automated email without solution you get from Lazada, the angrier you are!

Let me go through this in time sequence order. Firstly, on my mobile phone when I click on a Lazada product Google Play Store launches. I cannot stop this behavior and the site does not work. Next, when I tried to complain I found out that there is in fact: No customer service chat or email. There is a phone number or a chat bot that is falsely represented as an agent. Then for all my trouble I can no longer log into Lazada without email verifications. Stupendously annoying. I want an email address for support, and I want Google Play to not be launched on my mobile, finally I DO NOT want to have to verify my email on every log in.

Lazada Indonesia are refusing to deposit my Lazada wallet balance into my bank account, Im a foreigner living here with a valid Kitas and an Indonesian bank account, they referred me to Dana who gave this response:

Regarding your request to withdraw your balance to bank account, Tony informs Ms. Tshabalala that 'Send Money' feature can only be used if you already upgraded your DANA account to DANA Premium which can only be done if you have an Indonesian KTP (ID Card). If you still have a DANA balance, please use the available balance for the following services:

Online transaction at Lazada to buy products such as: e-commerce, mobile credit/data, PLN (Electricity), PDAM (Water), etc.

Buy cinema tickets through TIX-ID application.

Buy shopping vouchers through Ramayana application

I don't need any of these services, only my money, please assist me in any way you can because I want my money back. My email address is: [protected]@gmail.com/ +[protected].