From 30 December 2023, up till now, I've been purchasing items from 44 various sellers and each seller, sometimes even buying 10 or more of the same products. Most of the sellers are honest and polite. However, there are a few that have sent me items in empty packaging. Some of these were cancelled by Lazada itself as there were no movements from some sellers. Many time, I have to ask for refunds because of this. Recently, when I asked Lazada to refund me the items that were delivered empty, they refused to refund me as I had reached the quota of refunds. I even called them several times to mention that these sellers are frauds but still nothing was done. I am a foreigner, and for the items that I purchased, require me to get a tax invoice so that I can show it to the GST counter to get my refund. I called Lazada to explain to them why I needed those invoices 8 times. Mentioned that they will send it but never did. Asked me to go to the orders pages and get the receipt or contact the sellers myself. I tried to get the receipts online but it were only invoices and not tax invoices. After, my 8th call, they decided to send the invoices but not tax invoices. Called again today and was told by the agent that Lazada no longer issues tax invoices. Reason? It's been already some time that no tax invoices are sent anymore. I told the agent, 2 days ago, the items that were sent came with a tax invoice via my email. If out of 44 different products that i purchased, only 13 tax invoices were emailed to me and not the ones that i had spent more that $150. Her response: If you want, contact the sellers. Sent 5 messages to sellers. Only 2 responded that it's for Lazada to provide the tax invoices. Called them back again. Same talk. When some of my items were refunded, it comes to my bank account, maximum 3 days. I had bought this particular item from a seller and Lazada itself cancelled it. From 31 January till this very day, it shows pending refund. I had called everyday to ask about this and was told to give my bank details. Why is this so when all the other refunds are made to my bank account promptly. It's also illegal to ask for anyone for their bank account details with so much frauds and scams. Still, I provided all the information as I didn't want to lose my $232. They insisted that they had refunded me the $153 but the other one is still pending. I went through all my bank details and going through each purchase I had made from Lazada from 31 January till 16 February. No refunds done on 31 January till this date. The balance of the other refund was still showing pending. Called them 9 times regarding this. Asked me to wait for 5 to 15 working days, since it was only since 11 February the refund was processed. When I called yesterday, the agent told me that if I do not receive the refund by latest last night, to call again today. I checked my bank account details and nothing. I called this afternoon and the agent hung up on me. Called again and waited for a long time for another agent. From Saturday till today, all agents told me to wait for 15 working days except the 1 who said to call back today, if the refund is not done. I specifically told all the agents that I won't be here to follow that up as I'm leaving Singapore on 26 February. They all said to call back. I told them that once I leave Singapore, I can no way contact them. They replied speak to a live agent. I told them that everytime I do that they keep saying all the operators are busy or you have 1 person ahead of you and the page never changes the position. I've even once waited for 1 and a half hour and still the same thing. I asked them if there was an email address that I can send to. The answer was no. I have even called my bank to dispute these transcations and ask if there were any refunds and the bank told me to get Lazada to contact them. I conveyed this message to them but they still insisted that I should call the bank. I'm so sick and tired of this and I just want my money back asap. I've learnt a very lesson and have decided not to ever make any more purchases from this kind of unreliable and lying company called Lazada. Even when I told this statement to the agent, she never even bothered to apologise. This is the last time I will ever make a purchase from them. Buyers, please avoid Lazada as cautionary advice. Please take your purchases some place else where it's truthful and trustworthy.

Honestly, I have never experienced such awful service offered by LAZADA SINGAPORE. I ordered an HP Mono colour laser printer for my friend living in Singapore on 8th August 2022, after two days 10th August 2022 I received a reminder that the printer had been delivered to my friend at almost midnight (11.26 pm according to the tracking system attached below). Usually a delivery man shows a proofed photo of a parcel (see Front door picture below) but this time he uploaded a photo of the block of flats without a printer package in the basement storey only (see Delivery proof).

Thus next day I started to enquire what was wrong with my printer because no physical item was indeed delivered but LAZADA CUSTOMER SERVICE insisted that they had delivered the printer successfully without any doubt. And I decided to request a refund but unbelievably LAZADA CUSTOMER SERVICE refused the refund owing to the fact that I did not have enough evidence to receive the refund.

What an f-word service LAZADA CUSTOMER SERVICE provides! They are absolutely ridiculous and insane. I repeatedly asked them why you cannot show me the proofed photo of the delivered printer in front of door. LAZADA lost a customer's parcel but ironically asked the customer accountable for the loss, which motivates me to share the experience with all customers across the globe.

Until 12th August I outrageously warned LAZADA that if they do not refund me immediately, I will certainly contact the local police to tackle the issue. I do believe Singapore is a country based on mutual credibility and strict enforcement. In the end my friend in Singapore received the printer sent by LAZADA deliveryman in the late afternoon on the same day.

If I had not complained about their worst service or fraudulent service to be exactly, LAZADA would not have rearranged the second delivery at once. LAZADA even have no idea what premium service should be instead they sent me an email saying this is the INCONVENIENCE CAUSE.

I sincerely advise any customers that if you would like to enjoy excellent service on the planet, pick up LAZADA which will certainly give you an unforgettable experience.

I had placed several orders on Lazada which in the past has provided seamless service and ensured delivery of goods.

Lazada chooses several partners to service its distribution networks across Singapore, one of which is Ninja Van Singapore. Buyers have no choice over the selection of the distribution partner.

I had made several purchases, all of which were gifts, over Black Friday weekend leaving me with ample time for items to reach me/ collection point.

Items reached the collection point but were rejected delivery. A second attempt was made to no avail. On checking the matter at the end of the collection point, I was shown a screenshot of the conversation between the collection point and the delivery personnel. It was evidently an issue with the QR code (Ninja Van) that did not allow the package to be released at the collection point.

I had been keenly following the progress on the Ninja Van Singapore tracking system and was shocked to see the false reasons provided…
"refused entry by security personnel"
"location is closed"
"could not reach the recipient"

Shirking responsibility much?

I made inquiries through the Ninja Van Singapore contact number, live chat as well as email. All of them had a unified response "package is out for delivery" or that "the package will be delivered in 1-3 days" despite stating the urgency of my need for the deliveries as I was to meet my friends for whom these "gifts' were for.

I offered to go pick up the packages at the warehouse to make everything simple but I was refused this option owing to the complicated processes that Ninja Van Singapore is hellbent on maintaining to preserve its processes. This obviously is not in synchrony with the aims on Ninja Van Singapore's website – "Delivery services in Singapore need to be adaptable"

Clearly, it was not an anomaly as three of my packages were still floating back and forth between the warehouse and collection point over a few days. All of this was due to a malfunction of a QR code and there was clearly no attempt to resolve the fault with the QR code after the first failed attempt of delivery at the collection point.

Within this time, I received calls, messages, and emails from Ninja Van Singapore updating me that the packages are out for delivery and that the driver is on the way and asked for verification of my residential address and contact number which I provided over the few times of contact via the many platforms, including the authorization to deliver to my residence.
However, there was no driver that showed up. Singapore is too small for a delivery journey of this sort to be 1-3 days.

There seemed to be several folks acting on the matter parallelly and were unaware of each other's actions taken towards ‘resolving the case' – Not a concerted effort.

At the week's end, I received a call from Ninja Van Singapore informing me that I had missed calls (this is true) regarding the delivery arrangement for that day and therefore delivery attempt had failed. I had provided the authorization needed as well as the details of my residence on several occasions by then. It was frustrating that even this attempt was foiled due to a redundant process that Ninja Van was anal in seeing through – i. E needing yet another confirmation/authorization for delivery.

Ninja Van has clearly lost their purpose which is to simply …. DELIVER goods in this case. Arduous internal processes and technology and the malfunction thereof seem to get in the way of achieving this. The initial problem was the QR code – no QR code, no problem.

On a separate note- Ninja Van Singapore is clearly very strict about verification of customer details before releasing packages. However, they are casual about providing contact details of customers to sub-delivery companies who deliver goods to the wrong house. This transpired on a previous day and was yet another incident independent of the above.

At this juncture, I might say that it would be reasonable of me to ask Ninja Van Singapore to make arrangements for my packages to reach my friend's residence after I gift wrap them once they are delivered to me, or to compensate me for transporting the items to my friend. I have met my friend without the gifts as of today as they have yet to be delivered to me. She will be flying out of Singapore hence the need to meet her.

I question Lazada if you are happy with your agreement with Ninja Van Singapore. I would think that sellers will certainly not be happy with you for failing to deliver in the promised timeframe to customers. Lazada, are you not concerned that you will lose your consumer base due to significant inefficiencies that affect your primary business.

It would certainly be interesting to know if other delivery partners of Lazada function in a similar manner and to know if this is the industry norm Singapore Post, CJ Logistics, J&T Express Singapore.

I returned an item on 9 June 2020, only to receive my refund on 19 Feb 2021, 8 long months later, in the form of store credit. I attempted to use this voucher to make a purchase, but received an error message. I contacted Lazada through the live chat on 23 Feb, and their agent, Aileen, was the one on the other end. Her email following the chat stated that there were irregular activities in my account (with no explanation whatsoever on what these activities were), and I could not use any vouchers or promos. Over the next 2 weeks, she still had no updates for me and the issue was still not resolved. I replied to her email again on 9 Mar, only to get an auto reply saying that the contact channel had been disabled.

Thus, I spoke to another agent through the live chat, Gerry. His email following the chat listed a few suspicious activities found in my account, with no further details. I replied to his email (twice), requesting for someone to call me and explain what exactly happened as these activities were not done by me, and if there should be any abuse or fraud occurring with my account, I would very much like to know. However, I received no reply from him and no call from anyone.

On 10 Mar, I went on the live chat (again), and the agent was pretty unhelpful as well. Despite telling me to expect her email "by the end of the day", I have heard nothing from her to date, 1 week later. Moreover, before I could respond to her, she left the chat.

Frustrated, I called Lazada's hotline directly on 11 Mar, and their agent, Candy, spoke to me. She was constantly interrupting me, asking me ridiculous questions like why the voucher code is so long (You're the one working in Lazada not me so how would I know?). She also "guaranteed" me that I would get an email from her, and an update within 48 hours. However, it has been 7 days and I have received NOTHING from her.

On 15th Mar, I went on the live chat again, and got connected to an agent called Chris. He was very unhelpful and left the live chat before I could finish. He did this TWICE. When I connected to the chat for the 3rd time, I got connected with Coco, who was very unhelpful as well, and ended up leaving the chat even before I could finish, again.

All I have been asking for was an email address to send the details of my situation to, and that I would like to speak to a manager or have one call me. But apparently, they have no manager to call or email. When I asked Coco if they had an email address customers could send feedback or enquiries to, she said yes, but couldn't give it to me due to "data privacy". Does that even make sense?!

I called the hotline again and asked for Candy as she was supposed to follow up on my case. However, the agent who answered claimed she could not transfer me over (even though Candy was around), and that she had to send a request to her group. As expected, Candy has never called me back.

Despite being a "live chat", all the agents have just been giving me very automated replies and repeating the same thing as the others, which do not even answer my questions. So 7 agents and 3 weeks later, my issue has still no progress. All I have been getting is really crappy and frustrating service from Lazada.

I am writing to share and warn friends on my recent encounter with LAZADA ONLINE PLATFORM. I am a frequent online users of other platform Taobao, Aliexpress and EZbuy, most have been quite good customer experience except my first and I think will be my last encounter on this LAZADA platform.

Due to a recent promotion blitz in August where MediaCorp and Lazada have a marketing partnership, we were trying to purchase a TV online.

We were surprised that the seller on the LAZADA platform was a scammer, using the platform as a front to cheat with no intention of selling the TV. The seller had a complicated operandi in this scam and fund was illegally transfer out from the LAZADA wallet, all within LAZADA platform.

What surprises me was LAZADA is not aware of this fake seller and not sure why doesnt LAZADA vet through the authencity of the seller to protect all buyers. Minimally there should be some screening on potential sellers whether they are geniune, knowningly there will be lots of publicity over that few days.

However, this is only first part of the disappointed experience.

After the illegal activity, tried to reach out to their Customer Service by writing through their help centre but no reply or acknowledgement after writing 7 messages daily from the initial transaction. Thereafter, need to sought help from other sites to get through to their so call Customer Service located overseas.

They were not interested in solving customer problem over any purchase issues.

So please be careful of using LAZADA platform in your purchase s and there were many scammers on this platform. They are not seriously keen in resolving and only lip service.
No Refund even police report done.

Lazada had this promo of spend $600 and get $60 voucher with them on 11.11. So I have obtained the $60 voucher with my spending and decided to apply it on a GoPro 7 Purchase. That is when all the nightmare started.

I have done my due deligent to make sure the seller has a rating of 90% or above before I place any online order with them. Unfortunately for this case, the seller was uncontactable for 15days with my purchase status pending processing. During this 15 days, the estimated deivery date was actually been rescheduled once. After which the seller contacted me that they had to cancel my order as they do not have enough stocks.

So I thought all is good right? Since I made my purchase with the good and reliable Lazada, I will be able to get my refund to make another Gopro 7 purchase right?

I am so wrong. I had to contact them everyday to get a reply on the refund statues. After which they told me that Lazada will only refund the amount less the $60 voucher which I had applied. Which mean that the $60 voucher I have earned by spending $600 with Lazada is gone just because the seller is unable to fulfil my purchase. So I send in an appeal.

Keep it in mind that the $60 was a LAZADA 11.11 PROMO. After 2 weeks of constence checking with Lazada, the customer service staff finally got a reply from their managment saying that they are unable to reinstate my $60 voucher as the "code" was issued by the seller. And that I can take advantage of their oncoming promo by visiting the "link. - https://www.lazada.sg/promo-details/?spm=a2o42.helpcenter.footer_top.15.*******f1lpsMg"
Please check the facts right before replying.
Firstly, it was a LAZADA 11.11 PROMO Voucher.
I've made multiple purchase with different seller in order to achieve $600 spending on LAZADA.
Which means I had earn the "Spend $600 to get $60 voucher" from LAZADA's PROMO and not from any other seller.
Secondly, with this type of customer service do you think I would dare to take the risk of losing my vouchers after spending a fortune with Lazada?
Thirdly, I find it pretty dumb to not be able to leave any review or ratings on the seller whom was not able to process my purchase. This type of seller will greatly affect our customer's shopping expirience with LAZADA.

I do not think it is right to let your loyal customer bear the $60 loss just because your seller was unable to meet on the demand. Specially after 15 days of delay in the processing status and 2 weeks of contence chasing refunds with Lazada customer service. This purchase is a TOTAL NIGHTMARE.

With this, I guess I would think twice about purchasing through LAZADA again. Specially during the PROMO period.