Lazada

This is my second review. How could a service get even more disappointing after giving it a second chance, well my fault. Their chat service is really useless, they say the same thing over and over which they never do anyway. Chatted with them about my order that never arrived and agents don't have any idea what happened to my order considering it was the fourth time I asked them to check my order. The only solution I got was "escalate to the right department", yes, that's all I got after chatting with them many times and after I waited for my order for more than a month. My first order ************** took almost a month of follow up until I got so tired of waiting I just had to cancel it. Gave them another chance, maybe the next would be better. So I ordered **************. Well, it's the same. It took over a month of follow up and every time agents don't seem to have any idea what happened to my order. I still had the patience to wait. Then I asked them if my refund for my first order has already been processed, well the agent seemed to sympathize and said that it's the same like my second order, it hasn't moved anywhere, nothing happened. But wait there's more, I received an e-mail from them stating that my refund for my second order has been processed. What? I was expecting a refund for my first order. I haven't even cancelled my second order. And so I had to check my order status online and they did cancel it with the reason "item lost". Okay, that's the last straw, I used to enjoy Lazada's service but it's time to look for a better online shopping experience. I hope your company would be efficient enough to refund my first order which I placed March this year. My gosh, anong petsa na?

This is base on my first order which consists of many items from Lazada.

Tracking Orders: Tracking your orders is simple.

Shipping: I live in Mindanao and the shipping of some items were fast, only few were not.

Delivery: My only problem is this, the Delivery.

Lazada charged me 700 pesos for a shipping fee because I live in what Lazada call a "special areas", but their Courier (LBC) refused to deliver in my area, which I understand because its a bit far and they asked me to pick it up myself in their branch.

So I chat and emailed with Lazada about this and asked if they could remove the "special areas" delivery fee and they said they will take care of it and let the courier deliver it.

My items were stagnant for 4 days because I $#*!ing trusted and expected Lazada to solve the issue, but there were no items delivered.

Until the 5th day, I was forced to pick it up myself in the $#*!ing Courier office which is $#*!ing costly and far from my house. I had no choice, i had to pick it up or else the items will be returned to the owners after 5 days if not received because that is a stupid rule from the LBC express.

The most $#*!ing stupid part of this is that they still $#*!ing charged me the 700 pesos "special area" delivery fee! LOL! Are you $#*!ing kidding me brah? You asked me to pick it up in your branch and then charge me with the delivery fee? $#*!ing Hell! Worst online purchase experience of my whole life!

With that said, I hope if I ever order in this $#*! online selling website Lazada again, it won't be as $#*!ing bull$#*! as this. My next purchase review might be 5 stars or 2 stars again. $#*!ing bull$#*! damn $#*!$#*! Lazada scamming piece of $#*!s.

I've always been a suki of Lazada. I've placed orders many times these past few years and luckily I haven't had any problems with my past orders.

But, I had a stressful problem with them last month August 2017. First week of August, I ordered 1 sack of Dog food which I always order from Lazada every 6 months. I paid using my CC & after 5 days, I was shocked that my order was cancelled without even telling me ahead of time.

I called Lazada & that's the only time they told me that my order was Out of Stock. I managed my patience since this is the first time I encountered problem with Lazada and I thought I would give it a try which is a BIG mistake. So, I looked for a different brand of dog food & placed my order. After 3 days, my order was already shipped based on the tracking system. 13 DAYS have passed and I haven't received my order yet! Yes! That's right! 13 days!

During the 10th, 11th & 12th day of waiting I called Lazada & decided to just cancel my order & refund my money but they told me they cannot cancel it anymore because it was already shipped. They kept on telling me to wait up to 12 days because that is the maximum shipment day for orders outside Manila & rest assured that I will receive my order exactly on the 12th day but it didn't happen. I even asked if they can call the LBC branch who has my order, they said they already emailed them & just waiting for the response.

In the end, I got tired calling their BS customer service & just waited for it to arrive. I haven't received any help or any concern especially those who are a loyal customers of Lazada like me. It's very disappointing & stressful! Imagine, 14 days?! Unacceptable!

My dog and I don't recommend Lazada anymore.

I bought a product and was happy about it and rated it as 5stars(perfect) and on the title of review, i put "average delivery time but..." then on description "very good authentic product".
After a while lazada detected it as a bad review, lazada emailed me on same day apologizing about the issue, lol there's no issue, I just said its average delivery time but the product is superb.,

After several days, i checked the product to see if my comment was posted, and tadahhhh! Lazada didn't bother to post it, so my conclusion^^, LAZADA CHOOSES FEEDBACK TO BE POSTED ON THE PRODUCT, AND FILTER OUTS THE NEGATIVE ONE/ NOT SO GOOD COMMENTS.,

So people beware, just buy product that has the most recent comment available., you'll notice some high rating products has a very few recent reviews/feedback, but lastyear the feedback number is great.,

Btw, I already emailed them asking why didn't they post my review? And the answer...

No reply
Lol

You now have my 80% doubt shopping :))
Good job lazada!

I'm a customer of Lazada. This 9.9 sale alone, I've spent about 14,000 pesos to buy some of their listed products. I had a big problem with one particular seller. After several days of not shipping my order and after the sale is already over, I asked why my order is not being shipped and they told me that the item was not available and I told them that they could've told me earlier so I could've bought something else from other sellers while it was still on sale. The seller is very unhelpful and wouldn't refund right away. I contacted Lazada customer support and talked to several representatives. I was then passed to supervisor Sally (Salvacion) who then called me and promised that the refund will be processed within the day and that she will issue a voucher of 800 pesos. She only issued a voucher of 500.

I contacted customer support again the next day trying to rectify the issue. At this point, the 9.9 was extended and I saw an item that I want from another seller and thought I could get it with the refunded money and correct voucher amount. Sally kept promising that it will be refunded today and that she can correct the voucher amount but yet again, nothing happened. I even contacted the seller numerous times to have them cooperate with Lazada. I was not getting help at all from anyone.

One representative in particular, dropped the chat and refused to help me when I asked to speak to a supervisor. One supervisor, Maricar, also promised me that the manager will call me but nothing came. The extended sale passed and I was locked out of the discount. At this point, my chat requests are not being handled as it looks like they've blocked me from contacting customer support.

I'm now seeking legal advise on how to handle the issue further.

I ordered many items on lazada before, i used to like it and i always recommend this to my friends who wanted to shop online. I always promote lazada since i always had a good experience about their service. I used to say, "Try Lazada its an effortless shopping plus many cool vouchers and discounts". But then, last August 5,2015 I ordered 2 Asus Zenpad and a laptop battery. I've waited about a week before the item was delivered. When i checked the item it was a mix of black and white! I got so disappointed immediately because i was expecting pure white, and then i checked the items. First the Asus zenpad, it keeps on restarting when playing games and videos and it is very slow, not unlike the other phones i tried. This adds up to my disappointment, and so, i decided to return the item because obviously it is defective. As per the policy of Lazada, i returned the item and asked for a refund because of disappointment, I waited 1 week before they replied to my countless follow ups. They said that the item was not defective and im not eligible for refund! We had a little argument about the product and they keep on insisting that the item was not defective at all. After three weeks the item i returned has no updates up to this time, i keep on sending them emails about the status of my return, but they keep on sending me ticket numbers! And now im hopeless with my item. The other product i tried is the laptop battery, after 1 week i found out that the item cannot hold its charge anymore. Because of the disappointment to lazada i didnt return the item to them, instead i returned the item directly to the seller and after 4 days i received the replacement. This is a lesson learned, i will never buy in lazada again.

For those who want to order in LAZADA, better think twice. You might end up disappointed with their customer service. If you want to return the item.

[UPDATED]

PRO: Most of my transactions have been smooth, and have been delivered very promptly. A lot of payment options available which should suit almost anyone's preference. Discount vouchers are also abundant for added value. Of course, delivery is free for orders above 1k, which is always nice.

CONS: On instances where issues arise, Lazada's customer service isn't exactly world-class (see example below). Previous experience with customer service includes poor response time, canned responses and broken expectations. Aside from misrouted delivery, I have also encountered cancelled orders because of items sold but didn't have stock, 1 occurrence of DOA item which was not replaced (gave refund despite me specifying I wanted a replacement, they cited merchant has no stock when in fact there is), plus 2 other occasions in the past where delivery date was past the promised date. Not customer service related, but noticed some items listed with bloated prices so it would appear you are getting them on sale even if it's just the same as market value.

OVERALL: Generally pleasing total shopping experience which they do get right most of the time. Customer service needs improvement.

[PREVIOUS]

Lazada if you are reading, use this as reference, Order *******. Didn't deliver item, courier misrouted. Opened a ticket to get fixed, they said they took care of it but in reality didn't. Now they are no longer responding. I have another pending delivery, that too has breached delivered by date which they set.

I sincerely hope you go out of business because you screw your customers who need help and leave them in the cold.

[UPDATE: Issue has been resolved but the overall experience was still poor]