Bought a surprise box with wireless earphone on 12.12 at $49. Upon charging the earphone for the first time, it was apparent that the earphone was damaged and was unable to charge. I immediately contacted the customer service for an exchange of the earphone, but was told that the earphone was sold out, and lazada will not be liable for any exchange according to their "policy", mind you there was no such policy stated anywhere. Subsequently, after much delay I was offered by lazada customer service for a refund of $49 and I could purchase the earphone again at the full price of $159.90, a price difference of $110.90. No one in the right mind would have taken the offer. Four days went by and not a single soul bothered following up on the case and I have to consistently contact them to get an update. Finally after the fifth day I was able to speak with a manager over the phone. This lady manager whom refuse to give her name really took the icing on the cake. Her attitude was downright condescending and rude, she basically did not speak throughout the conversation and just put me on mute and I have to constantly ask if she was still on the call. After probably 10-15 minutes of call, this nameless manager basically told me I have two minutes to either take the refund or she would hang the call, which she duly hanged after a short period without providing a solution. Immediately after the end of the call, my order status was changed to return and I received an email asking for the time of pick up for the return. When I went back on the live chat to speak to another customer service agent asking for the lady manager's name, I was told by a customer service agent named Dan that he would not disclose the name. The manager had such arrogance over the call but would not dare disclose her name. This issue was more than just a failed delivery of goods, the customer service team was downright bad, and it's unsurprising, given the attitude of the manager leading the team. If you ever received a faulty product from lazada, best of luck to you, you will need all the luck dealing with the customer service team.