Maricar T.

I have been a great customer with Lazada for 2 years now and purchased a lot of items with them from gadgets, fashion, furnitures and the list go on.

Since I am from overseas, I found it very convenient for me to buy stuff from them and have ir delivered to my family.

Then last month in one of my transactions, I purchased a wall fan. It arrived on 6/28/16.

Our fault is that my family tried it 4 days later. It burnt when plugged. We had an electician checked it and was advised that it's a defective fan. Bad motor and so on.

With that, we contacted Lazada and their phone lines were just way too busy. We kept on calling them everyday only to get a hold of them on a Sunday.

The first girl we spoke with said, sure. Then we're asked return or exchange. I decided exchange since I really wanted the item for my daughter. She said an email will be sent with the procedure. I then got the email but the instructions given didn't work.

We called again.

Another girl said the same thing and she added for us to log out out and refresh because she just spoke to another customer with the same issue and she mentioned that the customer ALSO had a hard time with their procedure.

I still patiently did what I was told. Yet, still it didn't work.

We made another call.

Now this lady said we were MISINFORMED and we were already over their 7 days policy and we need to bring it to their service center. Of course it's an extra charge.

IT THEIR PHONE LINES WERE PROMPTLY ANSWERED ON A WEEK DAY THEN WE SHOULDN'T BE IN THIS MESS.

THE OTHER PERSON WHO EMAILED ME LACKED KNOWLEDGE AND TRAINING IN CUSTOMER SUPPORT BUSSINESS.

BEING MISINFORMED HAPPENS AND IS UNDERSTABLE IF RESOLVED WITH A WIN-WIN SITUATION.

CHALLENGING A CUSTOMER WITH A CONCERN SHOULD NEVER HAPPEN WITH CUSTOMER SERVICE.

I ASKED THEM TO CHECK THEIR LOGS AND SEE OUR NUMBER WITH THE NUMEROUS CALLS MADE BEFORE THEY CHALLENGE US FURTHER.

WITH THE INCONVENIENCE OF THEIR RETURN POLICY, OF US HAVING THAT FAN CHECKED BY OUR ELECTRICIAN TO MAKING EFFORTS TO HAVE IT EXCHANGED THEN TO FOLLOW THEIR INSTRUCTION TO BRING IT OVER THEIR SERVICE CENTER AND BE CHARGED FOR IT MORE IS JUST NOT WORTH IT!

OH AND THEY CANCELLED ONE OF MY RECENT ORDERS WITH AN EMAIL SAYING THEY COULDN'T REACH US WAS JUST THE CHERRY ON TOP OF THE ICING. "'WE NEVER GOT A CALL FOR THAT DELIVERY FOR THEM TO SAY THEY COULDN'T REACH US! HOW LAME!" THEN WAS TOLD IT'S BEING REFUNDED AND JUST ORDER AGAIN!

BUNCH OF BULL!

I hate to say that I would never order from them again but I sure am cancelling my account with them!