sean t.

To: Lazada Philippines. Order #*******
If you are reading this, this is an insight in hopes that you will one day understand what a good online shopping experience truly is.

I have been a long time online shopper from Amazon and Ebay and this is one of the times that online shopping became a truly bad experience. What shoppers would say: FIRST AND LAST.

Here's the background:
My mom wanted to buy a 32" LED TV from SM and I told her i can get her a better deal online. It will just take a few days.
Aug 25,2014: First time I decided to try Lazada website with a Mastercard Monday 10% discount. Doing my due diligence, I called in to verify if the item adverised is infact accurate and in stock. Yes they were so I went ahead and went thru payment. No 10% indication. Called back in to ask why. Rep said I'd have to purchase first and call in to get the 10% rebate. My mistake was to trust and purchase it. Called in after and they said the Toshiba 32" LED TV is not part of the Mastercard Monday 10% discount. Fortunately, I was able to take a snapshot of the item showing 10% off. I emailed that to a rep named Leslie and she said she will call back after lunch and update the discount refund but they never did.

Aug 26,2014: Called in again to check the status of the refund. Talked to Eve who said there was no ticket logged! So aside from not calling back, didn't even record he complaint. I resent an email showing proof of the item showing 10%discount mastercard monday. Eve said give them 24-48 hours for a response from their payments department.

Aug 28,2014: Called in again to check refund status after 48 hours. Nothing.

Aug 29,2014: Got an email that the shipment is being delivered. Waited and it never came.
Aug 30,2014: Called in to verify shipment... got another email that the delivery is on the way. Still no delivery.
Aug 31,2014 (Sunday): Item arrived.
Sept 1,2014 (Monday): Called in to followup the refund of P1,470. Still nothing.
Sept 2,2014 (Tuesday): My mom got so frustrated with the delivery notifications. Every time I told her the shipment is on the way, she wouldnt leave the house. On sunday, she left the house and had to go back bec the shipment was already there. Talk about the lack of coordination. We decided just to have it refunded and buy elsewhere. Walk into a store, take it home! So much for ease of online shopping. My bad mom. I didn't save you any money but instead gave you a ton of headache. Now the refund part which I've read a lot of complaints as well.
Sept. 3,2014: tried to drop off the tv at LBC and they would not accept it. We have to put it in a crate daw. WHAT?!?!?! Delivered in a box without a crate and now we have to hire a carpenter to crate it? Ridiculous. Lazada, you better talk to LBC about this. You will frustrate your clients until your name will become the worst online store.

TIPS:
1) Don't make promises you cannot keep. Tell your reps not to say that they will call when in fact, they will only email with a generic message..." i hope we have been somewhat of service..." duh?

2) Check your terms with your partners: LBC, 2Go. Having an account number is not enough. You need to be on the same page with them. Tell them it's okay for clients to ship returns as long as it is in original packaging... NOT CRATED!

3) Make sure you do not commit false advertising. IF you make a mistake, honor it right away!

There, i hope i didn't wasted my time writing this. I wouldn't recommend anyone to shop here at all.