Bought two ukeleles from a seller on Lazada. Instead I recieved one pacakage cotaining one cheap necklace (with both ukelele codes stamped on the one package)! I went through the returns process, explained that I had received just one item with both purchase codes stuck on the single package and received emails that the item codes have been delievered back to the Lazada depot. So far, all well and good.
When the returns were processed, only one item was refunded, so I received half of the money I had paid out. I waited several days to see if they would refund on the other code I had returned, but nothing happened. So I chatted online with Lazada customer service.
After telling them that I had not taken any photos of the necklace I had been sent, but they could always check with the package that had been confirmed delivered at their depot, they sent me an email asking for - guess what - "We need a photo of the item delivered to you to enable us to pursue this refund". It's like they can see your mouth moving, but they have no idea what you are saying.
I sent them scans of their emails confirming they had taken possession of the package I had set back to them, but even so, they had no idea of anything the depot were doing. They said it would take at least two days to process my refund, so would I take a Lazada voucher instead? Money is money, and a voucher is something else. A refund because of a scam from one of their sellers and a mistake from their refund department should be a refund and at least an apology, not some measly voucher.
I asked the customer service why it would take 2 days to sort out my refund. The agent confirmed that they had all the necessary evidence, but that the refund department is 'on a different floor'. I told them that I could wait for them to make the journey, and if they took the lift, they could probably grab themselves a cup of coffee.
Of course, you already know that the agent COULDN'T walk down to get it sorted, it MUST take 2 days.
I called up a day or two later, this time an agent said it would take 3-5 days!
One the one side, there are online retailers like Amazon, Aliexpress, etc who not only deliver promptly, but work to help the customer if things go wrong and to ensure that their customers have a good experience so as to retain customer loyalty. Then you have Lazada.
I don't know if the customer service staff are not allowed to use their own common sense when dealing with customer issues, ie they have a rigid process they MUST adhere to, otherwise they get fires, or the idea of customer service within the whole operation is either misguided or lacking. Either way, it doesn't bode well for the company.
When I get my refund paid back in full, I'll try one more order with them. If that is also a negative experience, that'll be my last order with them. If I don't receive my refund promptly, I'll be happy to post my negative experience on any relevant board, to help others choose a better online retailer to make their purchases from.