Karen Y.

I have been a loyal customer of Lazada for many many years and while some purchases seem to get cancelled for no reasons I was generally ok with the products and service. However, my last purchase of a sofa left a really sour experience.

Fri 6 Nov - my purchase finally arrived 4 days later than latest date indicated, even though the tracking claimed item had arrived in late oct.

The delivery guys at ZTO just chucked my purchase at my Condo carpark saying it could not fit into my lift. This was with wrapping on it still. I brought down scissors to remove the wrapping so that it could fit into the lift but the guys said they had to leave in a hurry but will come back to bring up to my house if it can fit into the lift.

Upon opening up a bit of the package, I saw Damage to 2 of the legs and called Lazada immediately. Ace attended to me and sent me the relevant forms to fill in for pick up. Called back the hotline and got hold of some male agent to confirm whether to click on returns or taobao bulky item and he insisted just returns will do.

After doing all that, I was waiting stupidly around in the carpark for a pick up as I had stressed several times to Lazada that my condo did not allow my item to be chucked at the carpark and it needed to removed that very day! However after calling ninjavan, I was told that pick up was scheduled for only next Monday!

I called back Lazada and was told there was nothing they could do so I had to go beg my condo management to find me a place to stash the sofa. Thank goodness they took pity on me.

Today, 9 Nov - emailed back to Lazada‘s email on pick up and got a message saying that this mode of contact had been discontinued and do not reply?!
Also messaged Ninjavan early in the morning and informed them to give me a more accurate timing cos I would have to arrange with my condo management to retrieve the sofa. Yes I mentioned sofa. Ninjavan assured me the delivery guy was already on the way.

Alas when the ninjavan guy came, he was shocked cos all he came with was a small van and he showed me his delivery instructions which said small item. He said he will call back his supervisor and see how. I also called Lazada and JD and later Joy said they will arrange.

My condo only allows me to keep the sofa till today in their holding room. Who knows when the pick will be and whether it will even happen today. I can only pray as I wait stupidly... in the carpark again.