Lazada Southeast Asia
Reviews and Complaints

July 20 2018 (friday) and july 21 2018 (saturday) ng tx po kayo sa akin na darating yung package na order ko from lazada peri walang nag deliver that day tas may na recieve na lang akong email yesterday na ibabalik na sa sender dahil wala daw akong pambayad.eh wala naman pong dumating na lbc sa amin.sayang naman po paghihintay ko sa package.sana naman po may lbc na pumunta d2 sa bahay.

1st complaint
Purchase in online lazada malaysia. Talked to customer service malaysia help chat line on 4 times, lots of promises but no action.

I am writing here to lazada corporate hoping to see positive action

Order number : [protected]
Date deliver: 5 jul 2017
Defective : missing power cable (back of fridge)
Item: electrolux fridge etb2012mg210l
Requested for reverse pick up
Complaint: its already more than 3 weeks and yet no contact to reverse pick
I am requesting for quick, agreed time and date for reverse pick up.

Can you help?
=
2nd complaint
Bad customer service
Date: 24 jul 12- 12.30 pm
Agent : lalitha
Description: keep saying I must be at home for reverse pick up. Agent will come. I told her it must be convenient and agreed time for me. She keep saying follow terms and agreement.in the end, she wants to terminate chat instead of helping and understand the issue.
Is this how lazada train your agent?

Sorry for the caps

My contact :

+65 [protected]
+[protected]

Hi, Following many rounds of discussion to this problem where I found your system keep sending a notification of my transaction to my email ([protected]@hotmail.com) but addressing a stranger's name. It only was a clarification that that guy input the wrong email address which was coincidentally my email. This is really discouraging a trust with this kind of service especially where I have to deposit my sensitive information like a credit card with this system, doubting who can intervene my account in the future. Notwithstanding, today I still received this kind of email from Lazada, addressing that guy's name. Seemingly you guys really don't care.

Lazada Thailand

To: Lazada

Hi, I have bought a waterproof solar light (order no: #[protected]) from MoreVision and received on 29 June 2018 and began to test out the light under mode 3 (which claim to be lighting up for 6-8 hours) on 1 July 2018 after full charge under direct sunlight. The light couldnt even light up for more than one minute and the LED indicator started to blink which means low battery so I request the seller, MoreVision to replace a new one. Fortunately, MoreVision allow me to return the faulty product after I provide them some videos and photos as a proof of the defective product. The product is returned to the address: No.12A, Jalan Cendana, Taman Rimba, 28400 Mentakab, Pahang provided by MoreVision on 2 July 2018.

After one week, a new waterproof solar light has been sent to me and I began to test it under mode 3 for few days (13-15 july 2018) after full charge and it only last for 1 hour plus and the battery went dead again. I was very dissatisfied by the quality of the product and request MoreVision to test it out themselves so I request for another return. This time, MoreVision says they are unable to help anymore as the light is functioning and tell me not to send back as it already been use for few days and unable to resell it anymore. I am very dissapointed on the seller of their irresponsibilities for selling faulty products that doesnt even meet the specifications.

Here is a list of things I want to complain
1. From the product details on the websites, it says light 6-8 hours in mode 3. However, from the user manual that comes with the light, it says turn off after 5 hours under mode 3 which means it can only last for a maximum of 5 hours.

2. Claim to be waterproof but water enters the light after rains.

3. Products doesnt even meet the specifications.

4. Seller putting up all the wrong information in their product details which cheated the customer that purchase their product.

I have had a very pleasant shopping experience with lazada for all the previous orders but not this time. I hope Lazada can filter this type of seller that provide wrong information which lead to misunderstanding and customer being cheated. I wish to get a refund from the seller, if not I would brought this case to Malaysian Consumers Association. Thanks for paying attention on my complaints and I hope this problems can be solved smoothly.

Order# [protected]
Placed order on 01 Jul 2018. Paid by Online banking full amount including Shipping Fee.
Estimated Time Delivery shown as Sat 07 Jul - Mon 09 Jul. I have been following up with the Seller (mytools marketing) since 09 Jul.
They are responding me by just giving Skynet(the courier) tracking number.
When I checked tracking number, the status of my package shows it arrived my region on 03 Jul 2018.

I informed about this and they still replying me tracking number. I strongly believe it's not my responsibility to follow up with the courier service who was assigned by the seller.

The seller is displaying irresponsible business ethic.

I request Lazada to assist me so that I can get my package delivered to my shipping address. Otherwise, I would to request refund by cancelling the order.

Thanks Lazada team for your assistance. I have attached some screenshots for your reference.

Parcel tracking ER270920195MY revealed picked up by PosLaju Hub on 19/6/18. Reported to PosLaju not received on 25/6/18 & 30/6/17 report no [protected]. Please revert urgently on the status, below my details:
Email "[protected]@gmail.com"
Contact no. [protected]
Name: Liew Oi Cheng
Address: 10 Jln Midah Tengah 3, Tmn Midah, Cheras, 56000 KL

Thank you

Pinag balik balik ako ng employee nyo sa San Joaquin 5 times. This is regarding with my refund in Lazada everything is fine naman daw sa Lazada's end. Your employee asking for a wallet ID number na as per lazada hind naman daw required because I have the order number and remittance number. But your employees are bastos. Pinag tatawanan pa ako na parang gustong gusto nilang nakitang nahihirapan ung mga customer nyo. Kakatapos lang ng operasyon ko, hindi ako maka paniwala na ma stress ako ng sobra ng ganito. Theyre mocking me! I will post a blog regarding this experienced. I went there around 3 PM then sabi nung girl bumalik daw ako kasi ipapa unlock pa daw sa Lazada. Namalengke lang ako. Pag balik ko ng 5:30 sabi naka down na daw system sabi pa ng mga employee nyo. "Ano magagawa ko" in a very sarcastic manner! Nag dadabog pa sa keyboard. Na parang sya na hastle. Nakakaiyak ang experienced ko sa inyo. NO WORDS! I will definitely raise this issue. Dapat sila matanggad sa trabaho nila.

I have ordered an item from Laneigh Malaysia whereby the order number is #[protected]. Later on, I make a request for a change of shipping and billing address to Laneigh Malaysia whereby the Laneigh Malaysia rejected my request and told me that the item have been packed and sent. Hence, I'm expecting the parcel would be sending to the said shipping address and had arranged my friend to receive it. However, I received an email from Lazada Malaysia on the next day informed me that the item has been cancelled and refund process initiated. I'm so upset with it and make enquiries towards both Lazada Malaysia team and Laneigh Malaysia. The explanation given by Lazada Malaysia team was that the order being cancelled was due to shipping delay and can't arrive in expected date. I reverted to their message and stated that I don't mind to receive the parcel late. I also raised the question on the explanation given by them was contradicting with what Laneigh Malaysia given me previously. At the same time, I send a message to Laneigh Malaysia hoping they could resolve the said issue with Lazada Malaysia. No response from them. This is the worst e-shopping experience I ever had. I never want a refund but to get the product which I have purchased.

Narration:

I ordered a 2tb wd external hdd in lazada amounting to p2, 000.00 using my friends account because I don't have a lazada and credit card account, I processed my order, pay my friend credit card amounting to p2, 000.00 and finally my order arrived, thrillingly to test it out I open the package I have noticed the china made packaging different from the original, then after plugging it to my computer there are no hdd detected found out that it is a fake, it is not showing any disk added in my computer disk management system, so in layman's term this is just like a card reader without a memory, a fake external drive. I google how to file a refund process right away and sent it to lazada via lbc.

February 21, 2018; refund order ticket was created to track down my request.
Here is the exact message of the ticket: your refund for order 388651473 has been processed. Reversal to be posted w/in 5-5days for credit card and 45days for debit card. Check your email for details.

So i've waited for days to process but no update.

March 21, 2018: 02:06pm I called their customer service hotline and waited for minutes before they answer the call. I raised my concern, they acknowledged the external drive is fake (defective) and advised me that the payment reversal was already approved and need to wait for transmittal for 5-15days. Also, I escalated the lazada seller who sold me the fake external drive. So we are good i'm happy I made the call.

After days there are no reversal payment made. I tried to call again but no avail because i've waited in line or queue and finally I got in.

April 24, 2018: 03:56pm a customer care answered, I raised again my concern calmly and hoping that it will resolve my issue. Just to make sure I asked the agent to cc (carbon copy) to her email updates. The agent promised that payment reversal will be reflected to my friends credit card account for 5days at the most, because it was already approved. Again, i'm happy I raised again my issue and it was heard.

After days of waiting there are no reversal payment made and also I don't received any email update. I am a working filipino so I tried to find a free time to call because they only operates in business hours and you need to fall in line (queue) just to get in touch with them.

May 22, 2018: 03:29pm finally someone answered and a bit very frustrated, for insurance I tried to get the name of the agent but they are not allowed due to their policy so he just gave me his employee id instead (gray32334), so we've talked and explain to him again my concerns, he said my refund order will be routed back to me because as per him it was only defective and it was not justifiable for return, I was very angry and explain to him it is a fake, how come you will return it to me and why now! I responded. Also, he mentioned that the lazada reseller that sold me the external drive was already kick out of the system. So how come they will return back the external drive to me knowing the seller is a fraud. So he retract the "returning defective item to me" and escalated the issue to refund team (i'm not sure what team but this is coming from him). We've talked and hold me for more than half an hour until we agreed that he will escalate the issue and process my refund, for peace of mind he will cc (carbon copy) me on his email.

The same day i've waited for the email but I received none. So I called again the next day to assure my case has filed in the right team, still the same i've waited in queue.

May 23, 2018: 14:14pm a girl agent answered and I raised again my concern, explain to her everything, I even gave gray32334 id number because this agent told me to just mentioned his name if ever i'm going to follow up. She responded there are no escalated case raised for my concern, and even told me that they are going to return the fake (defective) item to me, again. I was angry this time because of what I heard, I asked for a manager, they keep on hold me for minutes and a manager orland32109 answered. Again I explained to him everything, I followed their process but it took them more than 3months just to process my refund and they are going to return it back to me. He filed an escalated case and cc me on the process but until now there are no refund made.

I tried to follow thru email many times but they keep on sending me same apologetic email, and if I have other issues call another agent etc.. They even told me to visit their page for refund policy which I already followed since day one. It so frustrating, I just want to get back my money.

Also, I learned that their hotline is not toll free outside manila. So I wasted time and money by following their refund process. A process set by their own standard policy which they are failed to comply.

See attached photos for evidences.
Other evidence: they recorded all their customer call you can review the recorded call coming from my number.

I ordered a globe modem and it did not work. I asked to have it replaced and the replacement did not work. With much difficulty I returned this one also. I have been promised a refund now for four months... Each time nothing happens. The account is [protected]@yahoo.com. The order number is 362692195. I have chatted with customer service so many times and they promise promise promise but no action. I feel like I have been robbed by lazada.

I ordered and paid for a product on the 18th. The seller didn't have the product and said that I had to cancel the order myself. As it said processing I couldn't. I have called Lazada and the seller repeatedly. Lazada said they can not cancel the order and that I have to wait until the 1st of the next month for it to auto cancel before they can start the refund process. The product has since been removed from the website, but my order still says processing. The seller called Lazada and they said they can not do anything. It's ridiculous that a customer has to wait a month for a refund on a product that does not exist. The CSR agents only give template responses every time I contact Lazada. This is not the first time this has happened. The CSR agents also refuse to let me speak to a manager or file a complaint. They have no actual knowledge of how to do anything other than giving me a template response to everything I say.

Please inform your customer via text when arrival of the product on the day of delivery. I thought you have already the cell number of the client list at ur delivery of product. To let it know that the item should be order is deliver today, so that, we know it that day should be deliver. Your courier should text the customer once he arrived there at the designated area. We are in travel ahead of time, then text me that my order is there, so we can go back at home. I hope it should be handle in good to your office of this complaint . The lazada shld be txt earlier of the day to know it deliver. So that ur courier man shld not be waisting there time to travel and beside it also less hazzle to us. Thank you

15 March : ordered a desk - It should take 2 weeks to be delivered I chased them twice.
7 April : Desk delivered - wrong brand, wrong design, wrong size, everything is totally wrong, not in line with photo advertised on the website, totally scammed - I have sent photo to Lazada through contact us ( attached photo )

7 April : same day I filled in the return form and sticked it on each of the 3 boxes. I chased Lazada as after 1 week their logisitic supplier never turned up to my house and never called

25 April : finally they came and pick up the 3 boxes. They took 18 days to come to my house which is UNACCEPTABLE the paper I have signed on 25 Appril have a date on the top corner of 10 April ( attached pdf )

3 May : They said on the their website that my return was rejected without any reason and they will send back to me the item. What the *** to take customer for *** and pissed off customer. I did NOT order that desk can you understand english, Thai ! My wife spent an hour that day on phone with incompetent people who can not even understand the story as there is nobody allocated to my case to sort out everything, nobody from Lazada called back my wife. I sent back another email

9 May : They said they rejected my return because only 1 box received instead of 3. That is BIG lie, I took photo of the pick up and the document signed by YUSEN and me specified 3 boxes ( received in good order and conditions _ - Since no replies from them.

15 May : A van came to my house, I took picture again they were 3 boxes, I explained to driver my case in Thai langage with my wife, he called his boss and he left my house with the 3 boxes to be returned from where they come frm. What a big liar this company.

Already 2 months, instead to recognize that item advertised does not exist and they refund me, they try to find excuses after excuses which are just lies as I got all the proofs and photos with me.

I can NOT accept a furniture not in line with what I have ordered, this is purely SCAM.
You should respect your customer and sort out this issue to make an immediate refund.

Ihave same problem with this online shop. In my case, i ordered april 12 2018 until now no delivery of the item. I tell them to refund it if theyre not gonna deliver it. I make a daily follow up to the costumer service agent chat, and they always told me that theyre making action to my concern. But unfortunately until now, still i dont have the refund or delivery of the item. This online shop really sucks. They are cheating costumers, after you pay it with debit/credit card. They will not deliver your ordered item... Dont you guys order on this [censored] online shop! I am totally exhausted and disappointed with their seevice!

I placed order [protected] on March 26, and I cancelled it on April 17, after a very long and unexplained delay in delivering the item, and an inability to give me a firm delivery date. The refund is still in PROCESSING status, after three weeks. Customer service opened Case [protected], then they closed it saying the issue was resolved (and it wasn't). I contacted them again, now they claimed the item shows as shipped in the system (that's not what I was seeing) they opened a new Case [protected] but they closed it 10 minutes later...

I'm purchased a sandisk Extreme PRO micro sd card 128gb as advertised by kearea.sg. Instead, I only received a lower grade micro sd card which is a sandisk Extreme micro sd card 128gb.
It is totally different type of card as advertised by kearea.sg. This is a fraud, I hope Lazada will take action on this type of seller.
I seriously hope Lazada be able to help me resolve this problem as soon as possible. Thanks

What happen LBC
the package already arrived at pagadian distribution center may 04, 2018.
(May 05, 2018 Ready for delivery. Please expect delivery within the day at nag text din kayo sa phone ko [protected].)
anong nayari?, hindi naman dumating yung package ko hanggang ngayon
nag visit ako sa lbcexpress.com at nag track
ito na lumabas "Shipment issue. Please get in touch with us through our official customer care channels."
paano na ang package ko?
what the heck is going on LBC kindly answer this case how come we refuse the package if were waited for it. your not even texted or call us if you wanted for a cleare landmark.

address: Purok Triangle, Poblacion Tabina, Zamboanga del Sur
mobile no.: [protected] smart yan,

On April 2, 2018, I ordered an Epson L120 printer while in Manila for delivery to Carcar, Cebu. I paid for it right away by debit card with special instructions in the "Comments" section of the order that delivery was to be made after April 10 because I would be in Carcar by then. The promised delivery date at the latest was April 12.

On April 4, an attempt was made to deliver. I talked to the delivery guy by celfone and told him that there were special instructions for it to be delivered after the 10th. He texted he understood and would note it down. The following day, April 5, 2:36p, Lazada emailed me with the following message:

"Dear,
Our LELEXPRESS delivery associate took note of your wish to postpone the delivery of your Order #[protected]."

On April 6, while I was at a graduation and so my celfone was off, another delivery attempt was made.

On April 7, I accessed Lazada's customer care Live Chat with Rei-E. I told this rep the situation after which Lazada emailed me with the following message:

"Hi,

Thank you for contacting Lazada Philippines. You placed your order [protected] on 2018-04-02.

EPSON L120 PRINTER is already scheduled for dispatch. You will get a notification once your order is out for delivery. You should receive your item by 2018-04-12."

When April 12 came and there was no delivery, I received another Lazada email with the following message:

"Case [protected]

Dear,

We are very sorry to inform you that your item/s under order [protected] has already been canceled due to failed delivery/system error. We truly understand your frustration regarding with this matter and we sincerely apologize for the inconvenience this has caused you.

The total time for the refund to be reflected in your account depends on your refund method and issuing bank. For credit and debit card and PayPal refunds are processed within 24hrs, in which posting in your account may take up to 5-45 banking days depending on your bank's policy."

I thought I was going to get my refund after that email. When I did not get a refund I went online again. It went back and forth, back and forth for awhile. I really needed a printer so I let them follow-up from the delivery guys about the printer. Two reps told me they were going to personally handle my problem and update me. DID NOT HAPPEN. I gave them until April 22 to find the printer and schedule a delivery. Nothing happened.

On April 23, I told them to just give me my money back. The following is an excerpt from the webchat on why I am not getting a refund according to Lazada:

(09:55:55) Jefferson - C As per checking with the other cases of this concern, there was already an email confirmation that your order was indeed cancelled and I'm so sorry to hear this.

(09:56:06) Jefferson - C However, as per our system, the item is still Shipped.

(09:56:18) Jefferson - C That's the reason why your refund is still not processing.

I was told that when the item is returned to the merchant (Joyo) then status can be changed from shipped to something else so refund-processing can start.

I went online and asked help from Joyo on April 23 by filling up a form. I filled it up again on April 25 when I did not get any reply. As of today, I did get any reply from Joyo.

On the last Live Chat, I expressed my fear that they lost the printer, so what then? I checked the status of my order, it is still "Shipped" which means I am the only one suffering a loss here.

For your reference...Ref numbers are from the emailed transcripts:

Lazada Live Chats about non-delivery of

order# [protected], made on 04/02/2018, and paid for at time the order was made.

Item is an Epson L120 printer which I paid PhP4799 by debit card.

1) April 7, Rei-E ref:_00D7Fxllz._5007FH3IIK:ref

2) Aprint 10, Richard-S ref:_00D7Fxllz._5007FHbATJ:ref

3) April 12, Nar-S ref:_00D7Fxllz._5007FHPLlE:ref

4) April 19, RoseAnne-S ref:_00D7Fxllz._5007FI2UtE:ref

5) April 20, Alvin-S ref:_00D7Fxllz._5007FI3WwY:ref

6) April 23, Jefferson C ref:_00D7Fxllz._5007FI5dYV:ref

Other communication

Email on Thursday, 04-12-2018 ref:_00D7Fxllz._5007FH3IIK:ref

Subject: Case [protected]: Live Chat

Lazada canceling the order

As of today, my refund on order number [protected] which I never received is still unresolved. This was an issue even before Lazada's big birthday bash. My issue has just celebrated a monthsary. Lazada has celebrated at my expense. It has my money but I did not get my order.

I am demanding my refund of PhP4799, the price of the Epson L120 printer I paid for by debit card.

I have been trying to reach Lazada again by Live Chat. The longest I waited was 22 minutes on April 30 and nobody picked up. Then I tried again on May 2. I stayed online waiting from 7:31a - 7:41a and then again at 8:06a - 8:24a. In both times, nobody picked up. Today, May 3, I went online again from 7:42a to 7:56a. Still, I was not able to reach anyone.

Hi there

I received an sms today from sg speedpost that the Samsung S8 is to be delivered to my mailbox. But when I came back from work today, I checked my mail box to find that is nothing there. When checked the tracking, it says that it is delivered. This not the first time. The suppose mail man must have helped himself to my good again. This is not acceptable and I will not fall victim again. Neither will I pay for this. I demand a refund. Kindly refund me my $204. Thank you.

Disgruntled customer

SMS 2018.05.02 4:48pm
"Speedpost parcel LZSGLH000017792 will be delivered to your letterbox today. If delivery is unsuccessful, you will receive an advice card with collection details."

order #[protected]
system notification received today stated item ordered delivered. Nothing has been delivered to me or I hv received the stated item. Can Lazada sg investigate and get back to me on this matter as I find this knd of service bad taste and need you guys to resolve this matter soonest. Can mgs me at [protected]@yahoo.com. sg to find out more detail if necessary. There seem to be no local complaint ctr to highlight issues faced by me as customer. thanks