Veronica I.

ZALORA, pinili kong REFUND METHOD ay bank deposit.

Bakit kalahati ng binalik niyong bayad ay bank deposit sa BPI, tapos yung kalahati Zalora Wallet?

Gusto ko isoli niyo nang BUO yung cash ko! Bakit pa kayo nagpapapili sa customer ng CHOICE kung either bank deposit or Zalora wallet yung refund, lumg kayo rin naman magdedesisyon kahit ayaw ng customer?

SHOPEE: BAD CUSTOMER SERVICE!

Beware of Scammer: GERARD A. LABOS

Address: No. 1925 First Street, Singson, Guadalupe, Cebu City, 6000

Cellphone: *******175

Shopee Seller Name: Laboscons

Lazada Seller Name: Klick Republic Shop

Pinadalhan niya ako ng TRASHY WIRELESS HEADPHONES, walang kahon, tagpi2 na bubblewrap, walang kasamang charger, ayaw gumana, puro gasgas at ang dumi2.

Nakakahiya sa dapat reregaluhan ko. Baka isipin pa ng kaibigan ko na iniinsulto ko siya pag binigyan ko siya ng ganun na mukhang BASURA.

Kung di lang HOLY WEEK, pinagmumura ko na yung seller/scammer pati Shopee. ABULOY ko na lang sa kanya yung PHP338 na LBC shipping fee na binayad ko sa pangsoli sa BULOK HEADPHONES na yun sa Cebu. Para lang marefund yung binayad kong PHP2,610 para dun sa item + Black Arrow shipping fee papuntang Makati.

SUPER ROTTEN CUSTOMER SERVICE.

NO BUYER PROTECTION AT ALL.

WALANG SILBING AGENTS.

IKAW NA NGA YUNG NA-SCAM, IKAW PA RIN MAGDADALA SA LBC AT MAGBABAYAD NG RETURN SHIPPING FEE.

STRIKE #1: Item (TAROT CARDS DECK/GAME) was ordered on February 23,2018. Paid PHP655.00 thru Alipay via 711 in Amorsolo Street, Makati, over the counter later that same day. However, Lazada informed me almost a week later that the item was already OUT OF STOCK with the seller. I immediately demanded a refund via telephone call to their Hotline [02-*******]. Lazada Customer Care Service referred me to the Alipay PH Customer Service [02-*******]. Dun ko lang nalaman na *magkaiba* pala yung customer service ng Lazada at Alipay. So sa Alipay CS agents ako nag-correspond thru email. As per the agents' request, I emailed three [3] proofs of my identity (i. E., my GSIS UMID card, my Driver's License with LTO receipt dahil di pa available yung mismong renewed ID card & also my e-passport). I emailed my personal documents & bank details (BPI Savings Account) to Alipay on March 3,2018. Then, I had to wait for a MONTH for Alipay/Lazada to return my money thru bank deposit. Di man lang nag-acknowledge yung Lazada or Alipay na natanggap na nila yung pinadala kong email messages with attachnents. Literal na parang iniwan nila ako sa ere. Ako yung pursigido na tumawag parehas sa Lazada at Alipay Customer Services dahil parang walang pakialam o initiative yung mga agents nila na gawin ang dapat nilang gawin para maibalik agad yung refund ko. FINALLY, after I made more than thirty [30] emails & phonecalls (follow-ups), my money was only refunded to my BPI Savings Account on April 3,2018. Actually, kulang pa nga ng dalawang piso (PHP2.00) yung sinoli ng Alipay/Lazada sa akin (PHP653.00 imbes na PHP655.00). Pero pinalipas ko na lang yun dahil maliit na amount lang yung mistake nila. But ang hindi ko talaga ma-take ay bakit SOBRANG TAGAL. Hindi ko maintindihan ano bang problema ng Alipay/Lazada sa pagsoli ng pera ko, dahil unang una, *wala* naman akong natanggap na item dahil sa seller pa lang, out of stock na pala.

STRIKE #2: I ordered a STAR WARS DESIGN BAG last April 12,2018. It is so *clear* from the photo & description posted on Lazada that the bag's design is Star Wars. However, on April 14,2018, I received a very ugly orange bag instead of the Star Wars design I ordered. My payment method was COD; I had to leave the cash with our maid because I went to church that morning. Pagka-uwi ko, dumaan na pala yung delivery man ng Lazada. Pag-bukas ko ng package, gusto ko talagang IHAGIS sa sobrang galit. MALING MALI yung hitsura ng pinadalang bag ng Lazada. Ang layo-layo talaga sa Star Wars design na naka-letrato ay naka-paskil dun sa original ad. I immediately called Lazada's Customer Care Hotline twice that same afternoon [02-*******] & was advised by the first female agent (named Raul Leth) to fill up the RETURN FORM in the Lazada app. However, the Return Form wouldn't submit, so I had to call the Lazada Hotline again. The second female agent (named Salve) confirmed to me that my Return Form was indeed submitted to their system. She then dictated to me the RN (Return Number) & instructed me to write down both my Order Number as well as the Return Number in a clean sheet of paper, tape it on the original packaging, then bring the wrong item to the nearest LBC Branch.

On April 15,2018, I brought the wrong bag that Lazada sent to the LBC branch in Cash & Carry Mall in Makati. The wrong bag was still inside its original clingwrap & the dark blue Lazada plastic packaging. I made sure all the labels & official receipts from the seller were included inside. I wrote down on a post-it my personal details (full name, address & cellphone no.), together with the order number, return number given by the agent, then the reason for the return (i. E., wrong item sent). I then taped the post-it on the original Lazada dark blue package plastic. At the LBC counter, the clerk made me write down the same info on the official LBC shipping sticker. Then she stuck the sticker onto a large LBC white plastic pack, then placed the entire Lazada package inside it (i. E., wrong bag inside the Lazada blue plastic package was then all placed inside the official LBC white plastic package). Afterwards, I was made to sign the LBC package with my signature & date twice, then the clerk told me to sign the official LBC receipt several times, front & back. The clerk then instructed me to immediately call the Lazada Hotline & give them the LBC tracking number on the upper-left side of the receipt.

On April 16,2018, I called Lazada Customer Service Hotline again & informed the agent (named Jane I) that I had already returned the wrong bag sent yesterday at LBC. She then asked for my personal details, order number & the LBC tracking number. She then told me that upon Lazada's receipt of the LBC package & the completion of its quality evaluation of the wrong bag I returned, they would contact me again regarding my demand for refund.

On the evening of April 17,2018, I chatted live with a Lazada agent (named Tracy E). I asked if Lazada had already received the wrong bag I returned last Sunday morning (April 15,208) thru LBC. According to Tracy E (agent), the LBC page wouldn't load, so she asked me for both the LBC package tracking number on the official receipt & also for the Return Number of the return form I filled up last April 14,2018 (Saturday). Honestly, I found Tracy E's request a bit *strange* because as you read above, I got my Lazada Return Number from another agent (named Salve) during my second phonecall to their Customer Care Hotline the previous time I called. Anyway, Tracy E asked me to send her a photo of the official LBC receipt. However, the UPLOAD button in the Live Chat wouldn't work, so Tracy E said she will send me an email instead. Dun ko na lang daw i-attach yung letrato ng LBC receipt pag nag-reply ako sa email niya.

On April 18,2018, I received an email from Lazada. The subject line is: "We have received your return request for order <number>." Merong link sa email re: Returns Questionnaire. I clicked the link, answered it, then submitted it back to Lazada. NOTE: Take pictures of the wrong item, original Lazada packaging, labels & receipts, as well as the official LBC receipt & package before you turn everything over the item to be returned at the LBC counter. Take *very careful* note of your Order Number, Lazada Return Number & LBC Official Receipt (package tracking) Number. Super important ang mga yan dahil paulit2 yan tinatanong ng iba't ibang agents ng Lazada. Better yet, WRITE EVERYTHING DOWN para hindi ka malito.

On April 19,2018, I received another email from Lazada. The subject line is: "We have received your return item(s) from order <number>." The email stated that the wrong bag has already been received by Lazada at its warehouse & that I should expect an update regarding the status of the returned item within 3-5 days.

An hour later (still that same morning; April 19,2018), I received another email where Lazada said: "We are glad to inform you that your refund for your said order amounting to PHP695.00 is already in progress. Please anticipate a separate email from our Payments Team within 2-4 days."

Immediately upon checking the My Returns section of my Account in the Lazada app, there is a notification which states that as of: "19 Apr 2018 - 10:13, We are reviewing your refund request." Then at the top corner, it states: Refund money via LBC Remittance." Then right below that is an RA Code: RN <number>.

Note that I specifically requested many times both to their hotline & live chat agents & also in the written return form & the return questionnaire that I prefer to have my payment (which was COD) refunded thru deposit to my BPI savings account. In fact, bank deposit is specifically among the refund method choices outlined in both the return form & the return questionaire. Kaya nagtataka ako bakit yung pinili ng Lazada na refund method para sa akin ay thru LBC remittance. Saan nanggaling yun? Bakit pa nila pinapapili yung buyer/customer ng refund method choice, kung hindi naman nila susundan. In my case, walang malapit na LBC branch sa bahay or sa office ko; talagang sasadyain ko pa pumunta sa LBC para lang makuha refund ko. Same story nung sinoli ko yung wrong bag sent nung Sunday (April 15,2018); yung pagbalik lang sa Lazada ng wrong item ang dinayo ko sa LBC. Hay kainis. "EFFORTLESS SHOPPING" yung tagline nila, pero GRABENG EFFORT naman para makuha refund mo kahit wala ka namang kasalanan o pagkukulang sa Lazada. Not everybody has a lot of free time or extra money para i-go thru yung mabususi at matagal na returns & refunds process ng Lazada. Sobrang nagsisisi na talaga ako dahil Strike #2 na Lazada sa akin. Hindi ako OA na reklamador o maarte, pero customer service is soooo bad. Buti kung freeloader o nanghihingi lang ako ng libre galing sa Lazada.

Yesterday (April 21,2018), I received two [2] consecutive emails as well as a text message from Lazada informing me that my refund was already available thru LBC remittance. They specified that I fill in the LBC encashment form using the following info they provided:

Sender: LAZADA PAY-OUT

Receiver: <My Full Name>

LBC Remittance Number: <secret>

Amount: PHP695.00

NOTE: Show Lazada's emails & SMS at the LBC counter.

ALSO NOTE: Bring valid government-issued ID with photo when claiming at LBC.

Sabi rin sa email ng Lazada na valid hanggang FOURTEEN [14] DAYS lang simula dinisburse yung refund. After that, wala nang habol si customer/buyer sa Lazada.

This afternoon (April 22,2018), dumerecho na ako sa LBC branch sa Cash & Carry Mall sa Makati para kunin yung refund ko. Like nung time na sinoli ko sa Lazada yung wrong bag sent nila sa same LBC branch, napakalaking abala para sa akin dahil yan lang ang pakay ko pumunta ng mall. Pero wala na akong ibang free time at ayaw ko nang patagalin yung sakit ng ulo ko.

So pagkarating ko kanina sa LBC branch, nag-fill up na ako ng Encashment Form. Then nung nasa counter na ako, sinabi ng female cashier dun na pakisulat yung ORDER NUMBER ko dun sa Encashment Form. Buti na lang sinulat ko na lahat ng info na yan dati pa (i. E., Order Number, Return Number, LBC Package Tracking Number) kaya hindi ako nangarag lalo. Take note na hindi binanggit ng Lazada sa email nila na kelangan susulat mo pati yung Order Number sa Encashment Form. Just be prepared bago ka pumunta sa LBC to spare yourself additional stress.

Then, nainis ako dahil after ko i-submit yung Encashment Form at valid IDs (GSIS UMID at LBC official ID card), sabi ng cashier na hindi daw niya ma-connect yung server nila sa LBC sa refunds account ng Lazada. Kelangan daw "bumukas" yung connection kundi hindi nila mapro-process yung refund request ko, kahit kahapon pa nag-email at SMS yung Lazada na ready for disbursement na yung refund ko sa LBC. WTF DI BA? Ano yun, nagsayang lang ako ng oras pati pera na dumayo sa LBC para sa wala.

Dahil napansin nung cashier na super bad trip na ako, sabi niya, "Ma'am, kung willing kayo to wait, tatawagan ko po ngayon yung Lazada." So pinaupo niya muna ako tapos nakita at narinig ko na tibatawagan niya paulit2 yung Lazada (not sure kung sa Customer Service Hotline din siya tumatawag, o may ibang phone number ang LBC na derecho sa Lazada).

Anyway, after wasting another twenty [20] minutes of my time waiting for Lazada to give LBC access to its refunds account, tinawag ako ng cashier at sinabi na ok na yung connection nila with Lazada. Thereafter, nakuha ko na yung buong PHP695.00 pagkatapos pirmahan 2x yung resibo ng encashment. #SAWAKAS #NATAPOSDIN

Ang napansin ko sa both STRIKES #1 & #2 ay kung gaano ka-UNCOORDINATED yung iba't ibang personnel at departments ng Lazada. Wala ba silang CENTRALIZED na database para sa mga customers' information? May sasabihin yung isang agent; iba naman yung sasabihin ng isa pang agent. Sobrang litong lito na tuloy yung customer. Wala rin coordination yung Lazada sa co-companies niya, tulad ng ALIPAY at LBC. Ang impression ko kanina dun sa cashier ng LBC ay hindi sila nino-notify or binibigyan ng full instructions ng Lazada kung paano mag-handle ng proper refunding procedure. Naranasan ko na rin na paikot-ikutin ako ng Lazada pati Alipay nung unang beses ako nag-request ng refund (see STRIKE #1 incident).

As you can see, relatively *inexpensive* lang naman yung mga hinigi kong amounts for refund (PHP655.00 & PHP695.00). Kung tutuusin, I could have simply turned a "blind eye" & let both incidents slide. Pero I want to teach Lazada a lesson even in a small way, that IT IS NOT RIGHT to simply take the customer's payment, but delivering the wrong item or sending a defective item or not delivering within the stated time frame/estimated date). NO MATTER HOW "CHEAP" THE ITEM IS. The price of the item is immaterial & irrelevant anyway, because we are paying customers & we have the *right* to expect efficient service from Lazada in exchange for our hard-earned money.

While I am extremely THANKFUL that I got my second refund thru LBC remittance much quicker than the first refund thru Alipay (1 week versus 1 month), I am still dismayed that an online selling company as big as Lazada seems to be so unprofessional & inefficient in handling common customer concerns such as wrong items sent, defective/fake products or cancelled sales. Literal na MADUGO ang entire process of return & refunds. Personally, it was a big hassle for me to go to LBC myself to return the wrong item sent then to claim my refund there, even if I had no fault. Waste of time & money because of Lazada's carelessness. Hindi lahat ng customers ay may free time, extra money at mahabang pasensya to go thru all that I experienced.

*** THE END. Thanks for reading. ***

[UPDATED with the details of the actual LBC disbursement process of my second refund; April 22,2018. 6:05pm. Sunday]

P.S. I should mention here that an identified male person claiming to be part of Lazada's Customer Service (I forgot to ask his name & he did not mention it) called me up last April 17 or 18,2018. He said that he read my negative review of Lazada here on Site Jabber & that he will "escalate" my request for second refund to their Returns & Refunds Department. He asked for my Order Number, Return Number & the LBC Package Tracking Number of the orange bag that I returned last April 15,2018. Then he requested that should I receive my money back, could I remove or delete my negative review here. I said NO, because it is my right as a costumer to voice my valid concerns not because gusto ko lang "manira" sa Lazada, but because it was so exhausting & complicated to go thru Lazada's entire returns & refunds process.