Lazada Southeast Asia
Reviews and Complaints

I placed an order mid-December and paid with my credit card from a UK Bank. The order was not delivered on time and on December 26th Lazada cancelled my order. Now 24 days later I'm told that they won't refund the money to my credit card only to their e-wallet. The card was the original source of funds and the refund should be made to that. I am not in the Philippines and cannot access the money that they say is in the e-wallet and even if I could how could I then put that back to my UK credit card. Why can't Lazada just refund to my card ? They are effectively keeping my money.

We bought it online from you last year under order number [protected] customer name : Ram Alladi and ever since we bought we have encountered the below issues with the product.please note i raised this with your support team few months ago but they were unable to help. They said since the product has guarantee i must write to lazada and submit this form online .

However i am caught up in work and have not had the time to submit this form

Blades leak and splashes all over
Ball bearings were coming out of the blades and getting mixed with the smoothie
The bush in the blades leaks as well and juice in the container turns black

Please urgently look into it and replace the product

Contact numbers [protected]
[protected]

I have complained that I have no access to Lazada Wallet for around two weeks and no one seams to know how to fix this. I have had a refund in the Wallet for around 2 weeks. No one can fix the account to give me access now today I am blocked from the account totally I tried the forgot password for access even though I know the password and it does not work so I can no longer access my Lazada account at all.

I want access to access my account and the 583 Baht in it or some way for me to order 583 Baht worth of product if needed I can supply Lazada with the items to order and they can order them and pay for them spending the 583 Baht they owe me. Problem solved. I opened this as a cash payment on receipt of goods with desire to remain anonymous suppling banking information and actual name is not an option. E-mail for this account [protected]@hotmail.com

Order #[protected]. Placed on 01 Dec 2018 17:58:02.

Order placed for 3 unit of mobile phone. Parcel received on 05 Dec 2018 - 12:09. When parcel was open only 2 phones received. Personally drove to the shop to check the CCTV footage of the number of phones packed by the seller and found out 3 phones were packed.

But when I received the parcel containing only 2 phones. No resolution by customer service department of Lazada.

I am very disappointed I have been a shopper for a long time now. I want my order or give me a full refund without delay. This is so upsetting.

Looks like Lazada is no longer a safe place to shop or a trusted platform. And please stop saying you're sorry and start doing something to solve the problem.

Reason of review: Problem with delivery.

Monetary Loss: $1749.

Preferred solution: Deliver product or service ordered.

I had been using Lazada apps for quite sometimes. Before this, Lazada Malaysia never disappointed me.

However, they made me very disappointed for this time. As usual, I had made my payment on 11 November 2018, but until now I am still have not get my parcel.

Based on the delivery details, I supposed to get my parcel by between Sunday 18 Nov to Mon 3 Dec 2018, but until now (4th Dec) I am still have not get my parcel. When I started to contact and live chat with person in charge through Lazada Malaysia, she started beating around the bush and refused to give me a direct answer.

I am truthfully disappointing with their service and just wan to get my parcel as soon as possible.

Reason of review: Problem with delivery.

Preferred solution: Let the company propose a solution.

Anonymous person use my credit card info. To purchase items in Lazada. however may I cancelled the said transactions he purchase. i already coordinated it with my banks. please do cooperate. im seeking for your asap feedback on this matter. this is not a simple complain. Can you call me tommorrow as soon as you recieve and read this message..
Hope you can reply soon to this matter

I placed order on the 2nd week of November. I was told by the perfect love shop who sold the item, that due to massive # of orders, my item will be delayed. Come the 23rd of Nov., the items came but the drive I am ordering for wasn't at hand instead, the package were, as they call it, a "small gift" (low quality earphones) and a letter telling me that they promise to send the item between/on the period from Nov. 25-27, 2018. And now, as in today, the 27th of the month, nothing came even a single bit. I keep on reminding them through messages by the time the letter came and they're able to answer but as of now they were not able to answer me. I'm disappointed. They told me to be patient but for how long? I told them I'll wait for further response to clear things up. I've also read some of the complaints towards the shop. I hope this will be resolved in due time. I'm sorry to make the shop feel bad and be in addition to there burden but it's the customers who are paying for your service and you should be reliable, if not 100%, at any rate. Also, I don't want anybody else to be in my situation, that's why I'm sharing this. Anyway, still, thanks for the service and I hope you'll improve next time. I'll attach the letter here. Godspeed everyone. = )

Complaint on Problematic Operation between Lazada and SpeedPost
cc Lazada SG, Lazada HK, Lazada Cross Board, SingPost (SpeedPost)

20 Oct 2018

Dear Sir/Madam

I am selling children's costume through Lazada online platform. I would like to complain the problematic operation between Lazada and SpeedPost, which resulted my 21 parcels not delivered to Singapore customers for 15 days with no possible solution ahead. It resulted the loss of my sales revenue.

1) My customers' parcels were collected by SpeedPost but not delivered to customer for 15 days -- SingPost is waiting for the instruction from Lazada, thought the parcel was sent between seller (me) and customer. The SpeedPost SLA is 1-5 days.

2) Lazada's feedback - The ball was being rolled around Lazada Singapore, Lazada HK and Lazada Cross Board teams. I was requested to submit tickets through various systems for many times. Lazada daily email to me are all the same: waiting for the information from relevant department. No progress

3) SpeedPost's feedback - SpeedPost holds all 21 parcels with them, waiting for Lazada's confirmation (Speedpost emphasized the instruction need be from Lazada, not me, a sender, though I am the one paying them). I have no other option to fulfill Lazada order as I only has SpeedPost at Lazada backend.

4) The same thing happened last month. With the efforts/calls/emails by customers and seller (me) urgently, all Sep parcels were finally delivered to customers on 4 Oct, right before Children's Day ( We are selling children costume through Lazada, so children need parcels to wear their costumes on Children's Day). Since then, after 4 Oct, no single parcel was delivered to customer again.

Hope CASE will step in to check what's happening between Lazada and SpeedPost, otherwise, more Singapore customers might submit their complains on Lazada/SpeedPost late delivery in near future... Customers are buying children costume for Halloween parties, which is around the corner…

Here attached the shop information, and recent relevant communication among Lazada, Speedpost. Should you need more information, please kindly contact us. Thank you a lot.

Shop: Lazada.sg/ciao-gift-shop

Contact: Zhao Qing (Shop Owner/ IC: S7380960F)

eMail: Rebecca.[protected]@ciao.com.sg / [protected]@yeah.net

HP: [protected]

* Parcels were sleeping at SingPost warehouse, with high chance to be missing, destroyed

Delivery Type: Singapore Warehouse to Singapore Consumer (SpeedPost Local Delivery)

**Customer expects 5-10 days Home Deliver after they place order online (warehouse 1 day pack + collection 1 day collect from seller to Singpost + SingPost Delivery 1-5 days)

lazada.sg/ciao-gift-shop
HP: [protected]

I buy a gas stove (Butterfly). Order No : #[protected].
I checked the status of delivery on line and it mentioned the product was delivered.
In fact I never received the product yet.
I chat in Lazada customer care website and reported to the service officer.
To my surprise, the officer can not solve my problem and inform to me the case was passed to other department.

This is the second time I encountered the repeated problem.

I expected finally I will receive the answer : Lazada to refund my money.

I expected Lazada will not inform me the reason behind it.

I am totally disappointed with Lazada's pool service. Lazada thought refund the money can solve my problem ? I need Lazada to inform me the actual reasons behind it.

hi. i am desmond from malaysia. i bought an item at lazada and i was told the seller is local. according to the tracking period, the goods should arrive in 3 days. now is over a month and i receivs nothing. the tracking number showed item.shipped and received. however, the receipant was not me. the delivered address is up north near penang. i live in selangor. i have attached Snapshot for your references. all info you might need is attached looking forward to here from you soon.

Last month may pumasok na bills of lazada sa credit card ko. Obviously my card was hacked. Ang complaint ko is upon delivery of the goods bakit ibinigay ng lazada sa hackers? Ano ba ang procedure ng verification of identification nila regarding sa pag identify na yung recipient eh yung credit card owner or authorizaed person?

Legal po ba tong systema ng lazada na basta na lang nabibigay sa hackers ang orders without proper identification of the recipient?

Paano natin mahahabol ang lazada sa maling systema nila?

I hope you can help me.

I purchased the sofa from Lazada (Order no [protected]) and I Home should deliver to me from 28th Sep till 2nd Oct 2018.

I got message from someone (I Home) saying will deliver yesterday (26 Sep 2018) however they forcing me to accept the sofa at 07.00 am which is impossible since rules from the condo for delivery only from 0900 till 1700. Then they request me to accept at 0900, but me and my husband are working, I already told them earlier will be at home from 1530 onwards as we can try to leave the office early.

They still asking us to accept the sofa at 1300, again I said at 15.30 as initially I said, finally they said agreed but suddenly at 3pm when we call asked to come now as my husband on the way back home, the driver said they still at ara damansara and then they said will reach after 1700 and asked us to collect the sofa from guard house at downstairs as they will just put there, how we can collect from downstairs some more raining time.

Why after promised will come at 1530, suddenly they canceled it and how can they just want to drop at the guard house and why cant discuss with customers for their convenient time,, for your information I'm not only paying for the sofa, but I also paid for the delivery cost.

Please arrange to deliver the sofa latest by 2nd Oct 2018 as stated by Lazada, for your information weekdays we only available after 1530, Saturday anytime from 0900 till 1300 (condo rules and regulations) and don't send on Sunday as condo will not allow to deliver the sofa.

Thanks and waiting for your soonest reply.

I've got an e-mail this afternoon saying "thank you for registering with us" etc and an hour later I've received another e-mail saying I've purchased something.
Well no, I actually haven't! I have never even heard of your website nor created account in there!
Please delete it immediately as someone had defrauded it!

Whoever You are:
รจนา หิรัญญาภรณ์วิชัย
เมืองชลบุรี/ Mueang Chon Buri, ชลบุรี/ Chonburi, 20000, อบต.สำนักบก 41/6 หมู่ที่ 4 ต.สำนักบก
You should be punished for creating fraud accounts!

Bought an item on lazada in Nov. 2017 and did not receive anything other than the bubble wrap. Wrote to Lazada with photos etc. and Lazada CS promised that a refund had been issued. After a few weeks, wrote to check and got the same reply: in process.

January 2018, still no refund. Only 10 SGD and I was pissed. Sent them emails and did online chats multiple times asking what was holding up my money, and was told that there was an issue with finance department. The CS promised to get back to me later. Never ever did they get back to me, even after my subsequent email inquiries.

Now this month, September 2018, I accidentally noted that Lazada still owed me 10 SGD. I was so pissed and wrote an email asking for a phone number that I can call and make a complaint. Since then, I received a few emails asking me to fill out details again. I refused and told them I would call and complain. Hadn't done that as I felt sick to speaking with Lazada CS people. They just repeat the official responses with nice words but never resolve any issues. They are all liars to me now and will never earn my trust again! Since the incident, I stopped shopping with Lazada.

To be honest, the reason I was so pissed is simply that during my past 10 years' online shopping experience I have never been treated like this before: CS just tried to get you off the chat or phone and no one want to solve the problem at all. I wonder how can Lazada survive in such a competitive market with this kind of terrible service? Amazon/Redmart, to name a few, are way way better than Lazada, at least in terms of customer service.

Bought the item but cancelled after the promotion period.
The reason is pricing issue but this is totally unacceptable for me.
If pricing issue, they should inform us immediately to avoid us to miss out the promotion for making other order.
This makes me feel that Lazada doesn't want to take any responsibility about this issue.
I feel so bad that Lazada just refund money to solve this issue but in customer side we loss too much. I had missed the promotion period and other rare offer such as credit card and etc which hardly meet again.
Why Monday only cancelled but not immediately let me know. Ordered on Friday 7:19a.m. morning till Monday only cancelled?
They really thought just refund the money can solve the issue?
Reason of review: Pricing issue.
Monetary Loss: $100.
Preferred solution: Deliver product or service ordered.
I didn't like: Cheating, Lazada do not care about customer, Bad customer service bad deliver and loss items.

Pickup Schedule Request - Order Number: [protected] (from August 6th)

I have ordered 5 umbrellas in July, as part of an order over SGD700. I got emailed that 1 was out of stock and when the 4 umbrellas arrived, one of slightly damaged but usable and another was torn at the top (see pics), dirty (some sort of cement-looking powder in the bottom half), and with a scratched handle that would draw blood if repeatedly used as intended. This umbrella came in the same package as the others, but its individual wrapping lacked a handle bubble wrap - only the cloth portion had that - and was only covered in a thin plastic overall.

I wanted and still want a replacement for the damaged one
Item Name: Hands Free Inverted Folding Umbrella Windproof C-Hook Umbrella Double Layer - intl
Order Number: [protected]

I have contacted the supplier and Lazada online, have repeatedly sent photos as requested by both, have been trying to call Lazada but nobody picked up.
3 times I was called back by Lazada in consecutive calls within a few minutes apart. I could not pick up during work, so I asked for my emails to serve as proof, for a pickup time and day or for an address for me to drop it off. No reply to any of these.

I am frustrated with this utter lack of care and structure in handling basic tasks. Customer service reps (Jenith, Lyn, Christian, Yuki, Mary, Jesulita, Dannilyn, Marimar) ask for the same information over and over (location and severity of damage, packaging and photos), but don't seem to check with one another before emailing me within a few days apart to send them the exact same info that I have already sent.

Ok, so you can't reach me by phone, but you have my account and proof of damage, as well as my request for a replacement. Still pending confirmation of my replacement request, I have not even reached the pick-up stage.

I wonder if I will ever get the umbrella replaced. I'm close to closing my account and writing about my experience on more social media if I'm left hanging and cheated - maybe it will save someone else from this entire annoyance. I love your products but the service is putting me off...

Received messages/emails last 08/18 at around 2pm that my items will be delivered within the day, then after 2hrs, another set of emails advising me that orders will be for cancelation if no feedback is given within 24hrs as item has already been on hold in the warehouse for more than 4days. This is really surprising and irritating at the same time since no one even contacted me and tried to deliver the items. 

This happened for three orders. 

1. [protected] - LENUO Anti Burst Silicone mobile phone case for xperia xzs
2. [protected] - Cute Unicorn land design Silicone case for p20 and classic pink flamingo Silicone case for f1s
3. [protected]- shoe cabinet shoe rack organizer (brown) 

Already tried chatting with different agents from Lazada but concern wasn't solved. One agent by the name of Maria Fe advised me to reorder again for all these 3 transactions, as according to her, items have already been canceled. Another agent by the name of April suddenly ended the chat without giving me a feedback and kept answering in a rude manner. Only one agent named Joselito gave me a positive feedback but unfortunately never got back to me for an update.

Already sent an email to Lazada Philippines and received ticket #5835604 but no update has been given yet as of today.

Also, posted a review at pissed consumer's website with review ##1333874

Hoping to receive an immediate feedback re: this concern. 

Thank you.

Sheena Malang

We ordered a 24W white ceiling light, what came was completely different and in pink with flowers, upon looking at the item, there are no importation stickers (icc) and no quality control stickers or any information on the item, the only information is on the box which is all in mandarin, and the item does not even match any of the photos on the Box. the supplier is JUNGLETEC

Order #: [protected]
Order placed last July 28, 2018. Expected delivery date: July 31, 2018. Order not delivered because "waiting for stocks". But 2 days after the expected delivery date, i received a notification that my item is back on stock and in my wishlist. And 2 days after that notification, I contacted your customer service team(ph) to check status of my order. Rep said she will escalate to warehouse team. For 5 days straight since then i keep chasing for my order (supply of milk - it is not a luxury item that i can just wait & be patient). 5 days and i get the same response that it was already escalated to the warehouse team last August 4, 2018 and they are waiting for a reply. 5 days no reply and no follow up. Just waiting for reply. Please do not do like that. Why cant anyone pick up the phone and call them even just to make sure they recieved the follow up request. Waiting for something the other side is not even aware about is useless. If they didnt get the email and your customer service people are just waiting for a reply, then, what are they waiting for exactly? Please help them to get this resolved. Like what I told your team, I am not cancelling the order just to see how efficient they are in resolving these kind of issues. I'm counting since the first day i contacted your guys. I am glad to see that your company have grown this big, but do not make it as an excuse to inconvenience your customers because you cannot meet the demands. I'm one lucky customer to experience such delay. And I am sure if it happened to you, you'd be very delighted with the experience, right?

Good Day,

Supplier : Shenzhen Fuzecheng Technology Co., Ltd
My Order No : [protected]
Item : 3 pcs Rubber Golf Tee Holder 43/54/70/80mm

In the picture show for 4 different height type but receiving 1 pc only.
Wrote to them but no response.
Initially before placing order, I also worried it sold in 1 set of 3/4 pcs or just 1 pcs only.
But still proceed to place order because thinking that is only 1 pc, definitely will ask which height that I want but there is no query on this. So presume it will come as a set of 3/4 pcs of different height.
Is really selling as 1 pc then don't mislead other with the 4 pcs picture.
Even I want to write a review, there is no review column?
Hope for your reply soon.
Thanks.