Dianne C.

I have placed an order in Lazada last Nov 14 (Order Number: *******). It's been past the delivery date and until now I haven't received my ordered item. Worst thing is, the status of my order is "Delivered" already. Your Lazada Express rider texted before asking for directions going to our building. I have replied to your rider and even called him 4x but he is not courteous to answer my call and didn't even care to respond. I have waited until late night in the office expecting that the rider might deliver until late night. But I haven't received any response from him.

Then the next day, I was surprised that your courier reported that he has delivered the item. This is quite impossible because I've been waiting in our office until late night and our office follows a protocol that front desk admin will not receive any items from online shopping sites unless they are authorized by the Employee. And I should have been informed if the courier is already within the vicinity of the delivery address. Your rider should not leave the item to anyone unless authorized by your customer and I haven't authorized anyone to receive the item on my behalf. I have checked in our Admin logs and confirmed that no Lazada Delivery Man visited our office.

I have tried to contact your customer support for 6x already but got no concrete response regarding my case. For more than a week, they've been telling me that they will make a follow up with the logistics department. I even texted the courier and he said he was sorry and he will just pay for the item. Then after telling him that cost of the item, he said that it might have been passed to another rider and should have the status of 'redeliver' and not delivered.

Lazada needs to improve its Delivery Service (Lazada Express), Customer Support and tracking system.