Lazada Southeast Asia
Reviews and Complaints

Lazada order [protected]- 4 items purchased on 11th Nov.

1. Baseus 15W Visible Qi Wireless Charger - not working, seller accepted to return. but up to today (24th Dec) more than 4 weeks still no pick up. Lazada not able to trigger a return pick up successfully (feedback due to technical failure!). Meijie from Lazada is following up but still no closure.
2. 6 Inch Brushless Electrical USB Fan - failed to deliver (possibly lost by Cainiao in China)
3. 90 Degree Reversible USB Cable - failed to deliver (possibly lost by Cainiao in China)
4. Ultra Boost Shoe - delivered with external packaging severely damaged

The message I sent to Lazada Malaysia attached below is self explanatory : "Customer Care Officer
Lazada Malaysia
On 11/11/2020 I placed an order (Order No : [protected]) for a pair of BOSE QuietComfort 35II headphones through Lazada Malaysia. I paid RM674.48 and the headphones were delivered on 17/11/2020. From the time I received the headphones I was unable to link them to the BOSE app. downloaded to my Iphone. The noise cancellation function too, did not work. I took the headphones to the BOSE dealer"Atlas Sound and Vision"in mid Valley, Kuala Lumpur on 22/11/2020. They checked the unit and confirmed that it could not be linked to the BOSE app. and that the noise cancellation function could not be activated. After inspection they also told me this this was a fake unit - not an original BOSE headphone. I was shocked!. I returned home and that same afternoon initiated a"Return Request"on the Lazada webpage - a received a reply that the return request was being processed and that I would be receiving an answer in 4 days.
I have been logging onto my Lazada account daily to monitor the progress of my return request. However since the 25/11/2020, whenever I attempt to login to my account, a message appears : the account has to be verified and that a 6 digit pin would be sent to my email to enable me to login. However despite several attempts no 6 digit pin was sent to my email and I have not been able to log on - essentially it appears that my account has been blocked.
Please explain what is happening. I also want an explanation as to what is happening to my return request."

As explained above :
1. The BOSE Headphones sent to me are not functioning optimally
2. Based on initial assessment by BOSE sales center in Mid Valley, Kuala Lumpur the item sent tome is an imitation
3. Lazada appears to have blocked communications to me
4. All phone numbers and webpage addresses to Lazada Malaysia that I could find online do not work
I feel I am being cheated and need help
Dr Kannan Pasamanickam
kannan. [protected]@gmail.com

I place the item on 25 october 2020 at lazada, I paid it thru gcash, the item should be received on october [protected] but until now I didnt receive the item yet. The lbc track and trace says that the item was received at crossdock alabang on october 26, 2020 but same update since then. This is my lbc tracking number [protected].

Please give me an update regarding this matter. Thank you

My brother received and paid worth P50 for an item I didn't order. I was not around when it happened and he just paid the delivery agent. What if it was for a larger amount and he paid thinking that I was expecting it. This is unacceptable. I didn't order anything from lazada. How was the seller managed to use my name and address was beyond imaginable. It only shows that the site is not safe because they were able to get my personal information.

I ordered for the Xiaomi Mijia Robot Vacuum 1C 2500Pa Suction Power Sweep through Lazada on 9 September 2020. I received the product on 23 September 2020. The order number is #[protected]. Upon opening the package and trying to assemble the product, I found that the charging port is faulty - to be precise the point where the charging wire connects to the charging point is dented and connect be connected. I tried to call the number given on the website [protected] - but it is not in service. The live chat robot keeps repeating the same thing without responding to the request. This is the first time I am ordering from Lazada and the experience is extremely disappointing and annoying. Would be grateful if the matter could be solved.

impossible to unsubscribe from email.
Not enough info on how to unsubscribe

We, Cignal with Seller ID PH12448, a store in Lazada. On Sep. 22 and 23, we received a total of 452 cancelled orders due to "incorrect delivery address". Affected buyers received their orders from our store before. We have escalated this issue to Lazada PSC and the VKAM handling our store. This is request to have someone from Lazada with authority to contact us and work with us resolve this issue.

I've made a purchase through Lazada Malaysia on the 27th Jul, order [protected] and on the 19th Aug, another purchase, order [protected].
These were the only purchase that I'd chose to pick up from the collection point. And both end up having the same problem. Both orders had already arrived at the collection point which is 7Eleven at Gaya Taman Melawati.
In order for customers to collect their item, they need an OTP that was given to them wired email or sms as security verification.
In the track and trace status for both orders already written "DELIVERED" but I've never being able to collect them. I've emailed and got into live chats for verification . I've never received any OTP. Until the end of Aug., I still find myself talking to people in Lazada live chat that promised I would get the OTPs in 3days, 4 days until they said the two cases were being escalated to the relevant department for investigation. Still they can't come out with any explanation or solution.
What is the problem in generating an OTP? Why do we need the OTP if it takes so long to get one? Delivery might be delayed because of MCO, natural disasters or custom check but for these two cases, it's the OTPs.
On the 11th Sept, I got a refund for the [protected] order . For order [protected], two emails which said they have already talk to the collection point and they said I've collected. I've filed a complaint again on the 11th Sept because I've never collected and Lazada can't just conclude a case like this without evidence and explanations.
I need a concrete and better explanations then just a refund or an unreasonable email.

I ordered from lazada aug 18 but my package is not moving
Since aug 28 my package was shipped at
Lbc logistics and till now I did not receive the package order number:312419893290527
Tracking number:98100000493159

I have 2 orders that I already paid for and never got the item. Will I ever going to get my item or refund my money? I called Lazada and all they do is follow up my shipment. It has been going on for 20 days now. They committed to deliver my item in 3 days. below are the order numbers. The total amount is close to 200$.

Order #[protected]

Placed on 25 Aug 2020 07:25:42

Total: ₱3, 090.00

Order #[protected]

Placed on 16 Aug 2020 05:31:48
Package 5
Sold by HappyHomeFurniture

Please help me get my item, please or just refund my mone. Anybody please help me.

lazada login - luvel.[protected]@me.com
phone- [protected]

After returning an unordered item (for which I had been charged) after 3 months, two letters and 5 online chats lazada
Thailand have still not refunded me my money. This despite them confirming they had received the item back (undamaged)
And an email saying they would refund in a few days.
That was over a month ago.
Customer service are non-effective and only ever say 'our team will respond in 1 or 2 days' - they never do. I think they just
Hope you give up and go away.

Avoid ordering from this company is my strong advise - they really do not seem to protect or have any concern for their customers

Lazada phone load site a store called "Online Madness" is continuously taking only for phone They take your money and don't deliver E load
Then they don't respond to complaints on their home site Only auto reply They have Zero chat response Clearly a scam
They are making Lazada look bad and other honest companies who sell load do not deserve to be brought down I would like money back please

Very bad customer service with different agents to solve my problem through email communication for 1 month long and at the end, easy solution was given to me. The issue was I have delivered wrong item which was not in my order list but for the item which I ordered and in my order list was stated delivered but no physical item received. Here I will tell you the detail:-

1. Fault from Lazada Chat
Ireceived the wrong item on 17 june 2020. I asked the seller and he told me that I received this item but it was the item that I never ordered and it is not in my order list so no refund button to request.
After that, I asked lazada chat to check for this item which I have not ordered because I want to refund it. According to her, this item was not in my order list. So, I cannot refund it because it was purchased by the seller and sent to my house. So, I asked lazada chat staff, what to do? Is this item is a gift and free for me? She said, yes, it is free since it was sent from other people to my house. And I already sold it to my friend and can never get it back. This is totally not my fault.

2. Fault from Seller
On 26 June 2020, I received notification stated that my item as per my Order List was delivered. When I checked back, there was no item received. The price is much more expensive that the wrong item I received and the quality is totally different.

3. Solution from Lazada Customer Service
As checked, it was the seller that has sent the item to you. The order was made under his account. Please be informed that the order has to be made under your account so that any return/ refund request has can be initiated from your end. Kindly proceed to liaise with the seller in regards to the wrong item received. Thank you

It's all begin with the unethical supplier which can't supply the item (did not do a proper inventory system, which allow consumer to order a non-available item and cancel after a day) and I asked for refund. No doubt the supplier earlier asked me for my Bank Account # earlier on but I refuse as the item was bought via wallet. After all the 'red-tapes' procedure finally got back my refund BUT without the shipment cost reimburse. No doubt the shipping cost is 'free' but I lost the opportunity using this free shipping voucher with other same item supplier. Cut the long story short this... these are the 3 different replies given by 3 Customer care agent...
a) Live chat #1 (case id [protected]) - told me shipping cost can be reimbursed accordingly after refund process.
b) Following the above, 2nd agent (Danial Ng) conveniently said the Lazada shipment voucher cannot be re-validate. I asked further why and 2nd time conveniently no reply received.. don't even has the courtesy to call... is this call customer service that Lazada proud of?
c) The last chat that I had yesterday even made me more furious (made me like a bloody fool..) asked me to 'fish' the voucher like a 'beggar' and I asked why I need to do it... as usual conveniently 3rd time no official reply as of now when this 'frustrated' review sent out.

Looking at the above communication and time, do you think I hard up for the stupid RM4.50 shipping cost. It's the principal that I hold on in which I felt need to poured out to as I felt 'betrayed' as Lazada loyal customer. With the 'Merry-Go-Round' practices towards it's loyal customer indirectly indicated they have enough customer (minus 1, won't affect Lazada as a whole)..indirectly asked me look for other online Shopping platform.. e.g. Shopee, which I need to test out how their Customer Services Agent treat their customer compare to Lazada... Not sure this complain will reach the level (in Lazada Organisation) that able to understand my frustration as loyal customer but with the availability of other social media platform which I intend to use to spread my concern above if No official/apology from Lazada...)

Regards
Disappointed Lazada Customer

Below is the message trail including a set of photos. When I raised the matter with Lazada, they simply messed me around and never got back to me. They lied about calling me and then closed the matter. Lazada is a fraudulent company to say the least and I have had numerous issues with Lazada Malaysia. They cheat vulnerable people all the time and get away with it.

Refund amount:RM2, 999.00
Reason:Item is physically damaged
Comments:TV screen is cracked in the corner. Please arrange for collection and replacement of new TV. Thank you.; Item is physically damaged

Reason:Package damaged by courier partner
Message:Seller rejected return request
Comments:Lazada, we check full condition before pack and wrap.All in perfect condition without crack.Inside box, tv is pack with polyfoam full body & for tv screen to protect from damage.Also use bubble wrap few layers outside the box to protect item from damage.Bottom also cover with full polyfoam, damage might caused by delivery poor handling that cause screen bottom to crack.Lazada dispute team investigate this first & give proper result, which party will take responsibility, courier partner or Lazada.

Message:Return has been closed.

Seng Heng Malaysia is the vendor that cheated and Lazada arent taking any action

This is one of many times that lazada thailand has caused problems for me. Their csr are completely incompetent and their it teams are as well. I have had issues with them many times for many reasons and it takes a lot of time and frustration to get them to actually help me. They lose packages, lie to customers and don't understand how to speak english.

I ordered and paid for a Rode NT-USB Mini USB Microphone from Lazada on June 6. The Lazada website said (and still says, as can be seen from the screenshot below) that I should have received my order by June 19. It is now 11:18 pm, GMT+8, of June 22. The virtual international conference that I bought the Rode microphone for is already over (it was held on June 18-19).

It is clear from the Lazada Tracking window (see screenshot below) that the store I bought the microphone from packed the product on June 8. But no Lazada shipping partner came until June 19. So the product, which I have already paid for, has been sitting in the store for 11 days. In the meantime, I, the customer, had to make do with a so-so microphone for my virtual international conference.

This is not my first time to buy from Lazada. But this will be my last.

I hope that if and when the product arrives, it will be all right. Assuming that the product does arrive and is in good condition, I want Lazada to compensate me for my not being able to use a good microphone in various important virtual meetings.

I ordered and paid the item since May 6. I agreed with the order as waiting time says May 15 - June 4. Obviously, this only means that my maximum waiting time is only until June 4.

I called customer service which can only tell me the same information from the app. That I only have to wait but the update never progresses from arrived logistics facility. It is still showing the same message.

The order detail are as follows:
Global Version ASUS ZenFone Max M1 ZB555KL 4G LTE Smartphone
Order number: [protected]
Order Date: May 6, 2020

Dear lazada lex lipa city hub. Kindly follow up my parcel SO0089493635, SO0089423990 and CBP0000005758100. My sister ordered it from bahrain and it was named after me and supposed to be delivered to my house. It was ordered by May 2, and up to now no parcel was delivered to me. They are all already paid. This is my contact number..[protected] or [protected]. Please give attention to my complaint and make an update, action and effort to this. Thank you.

3 weeks ago, amidst the Covid-19 situation and because we did not want to risk going out, I decided I entrust Lazada for all our grocery essentials, as I have done in the past. I filled up my shopping cart with all that we would need (rice, dairies, etc) and was ready to checkout, so I Cashed-in into my Lazada wallet for a big sum of P23, 000 ($500).

When I was checking out, Lazada system gave out a system error, saying apologies as there were issues in the system. The error message was meaningless so I escalated and learned that the real reason was that Lazada has stopped servicing our location. I would have understood that except now, nobody could help return my money back into my bank account.

The past 3 weeks, I have been chatting with Lazada agents and supervisors almost on a daily basis and have been asking its manager to update me on the progress. The money is intended for food and groceries and 3 weeks is not a short time to wait amidst Covid-19. After 2 weeks of waiting, Manager John advised me that Lazada could not revert the money back and wanted me to go out of the house to pick it up on a remittance center. How inconsiderate is this solution considering that I chose Lazada to buy groceries so that I didnt have to get out of the house.

It is also very illogical that, a big company, like Lazada has the mechanism to get our money in but has no mechanism to give it back to us. How bad also that the Lazada system allowed me to fill up my shopping basket and for cashing into my Lazada wallet when it knew it could not deliver to my designated and registered address.

I have already given Lazada all the opportunities to help me by talking to possibly more than 20 agents, 5 supervisors and its manager and used up more than 20 hours in chats and calls to have this resolved. Lazada agents have dropped on my chats with them numerous times because and could not keep promises and commitment. After more than 3 weeks, our much-needed grocery money has not been returned yet.