I’ve been ordering gadgets and stuff online in different online stores and if you’re reading some of my posts I’ve been ordering some of them in places like Play Asia, Multiply and eBay but since Multiply.com has been closed, I tried to find an online store. I tried Zalora to order for my wife’s maternity dress and well we’re quite satisfied with it. Then, I always saw LAZADA (in Google and Youtube ads) and even one of my staff ordered from them so I was intrigued and visited the site. I like the product listing and decided to order.

Here’s the “chronicles” of my Lazada Philippines good and bad experience (to summarize – this chronicle simply tells how fast Lazada delivers your order but they can send a wrong item and the return process of this company is surely a lengthy and stressful process. I should have avoided this site in the first place! The lessons I’ve learned: try reading reviews first before engaging any transaction in online stores like this. In my case, I read reviews after I start a transaction with them and I’m reading a lot of negative reviews. I thought my experience will be as great as my experience with other online stores and write a positive review about this company ūüôĀ ¬† )

9/9/2013. I made an order to them. I ordered 6 different items and made an installment payment via my BDO Credit Card.

9/10/2013. They confirmed, verified and shipped my order.

9/11/2013. I received all the item via LBC (this is the good thing, its fast right? Now the bad thing follows) but I find out later that I received one wrong item. I ordered for a Buffalo Airstation High Power Gigabit Dual Band Wireless Router worth P4,990.00 but instead they sent me a non-dual band wireless router. I actually found out about it when I test the item if it got two frequency as the specification said in their website, it should have 2 band frequencies, 2.4Ghz and 5Ghz. I find out that it has only 1 frequency, a 2.4Ghz and it only send 150Mbps instead of 300 Mbps as specified on the description of the website.

9/12/2013. So, the day after I received the item, I decided to return it via LBC with the the filled up Return Form as per required by LAZADA.

9/13/2013. Based on LBC’s tracking facility and email from LAZADA, they received the return item¬†and they will evaluate it within 5 business days and process the replacement in 5 business days.

9/18/2013. I thought the 5 business days includes weekend so I emailed them checking if the evaluation for my returned item is already done. They replied and inform me that they already sent a follow up email to the returns team of Lazada to expedite the evaluation and the replacement process.

9/19/2013. I sent a follow up email again to get an update on the said issue and didn’t receive¬†any reply from them so in the afternoon I called their customer service and¬†sad to say, they don’t have any update yet and said to me that it is only the 4th¬†day of the period that they specified for the evaluation and the 5th day will be on the next¬†day and possibly they will be finished with it. Now, I begin to become impatient¬†already.

9/20/2013. Friday, I didn’t receive any email from them in the morning so I called the¬†CS again for the 2nd time in the afternoon checking any update. Still, I can’t¬†get any sure information yet regarding the status of the transaction. The CS girl is saying again that they will email their back office to follow up it.

9/23/2013. I decided to email them via the Contact Us page of the site specifying my order number in the email and creating a new ticket. I thought they might reply much faster and get an update immediately. But I was wrong again. They are asking for the details that I already given to my previous email so I resend the follow up email to the previous ticket and I didn’t get any reply again.

I called their customer service again. It’s the same reply from their CS “they will follow it up.” It’s like I am talking to an answering machine, getting the same reply from them. This is hopeless! My stress adds up when a friend of mine tell his story that he experience the same. He didn’t receive any replacement from this company and he sent the return item last September 2. Woah, this might happen to me too.

So I decided to twit them and post a message in my Facebook wall and Lazada’s wall in trying to get their attention. I even posted a complaint review at¬†http://www.pissedconsumer.com/reviews-by-company/lazada-philippines/fast-delivery-wrong-item-slow-on-processing-returns-20130923448719.html. I hope they see it and immediately act on it.

Then, I already email BDO, inquiring if I they can hold the payment transaction I made on the said date and waiting for their reply.

9/24/2013. Today, I’m planning to call BDO hotline to request to hold the payment (Update: I didn’t call them yet, I’m busy today so I might call them tomorrow.)

I received two emails from them and it contains the same content, i.e., they will follow it up to their return team. In other words, there’s still no update on the return item.

9/25/2013. I emailed them again and after 30 minutes someone called me from Lazada telling me that they don’t have the stocks for the actual item that I ordered and they will refund me within 2-3 business days. They should have informed me earlier and I should have avoided the stress that I have experienced for the past few days waiting for their update.

I also told them that the item I ordered is still displaying on their website with 4 stocks left (see image below). Its like a trap waiting for another online shopper to be lured and suffer the hassle and trouble of shopping with them. Now, I’ll be waiting for their refund and I hope they will process it as they have promised.

If I will be giving Lazada Philippines  a grade or rating for their services based on my experience with them, the following will be their grades  :

Delivery of Goods: 1.0 (Excellent,  Fast Delivery. LBC Roxas have been very helpful.)

Accuracy / Correctness of Delivered Item: 3.00 (Almost Failed, they delivered 1 wrong item out of 6 item but its price is almost half of the total cost of the 6 item so I gave them 3.00)

Customer Service: 3.00 (they are friendly but can not provide immediate solution or update about your concern).

Processing of Returns: 5.00 (Failed and they need a lot of improvement with their return system. They should have updated me immediately that they can not replace my order because the item is “OUT OF STOCK”)

Processing of Refunds: INC (Incomplete, I am still waiting for their refund)

Final Grade: 3.0 (Almost Passed. Not recommended for online shoppers who want a hassle free experience but if you want to try them then shop from them at your own risk!)

Update: I email them last night (9/26/2013) to ask if how they will refund me with the current payment method I used, i.e. 6-months installment using my credit card, and how they will adjust it since the installment got an interest based on the total cost of the transaction. Up to now they are not replying yet.

Actually, prior to yesterday, they called me apologizing and saying that they read my blog. They are explaining something about my payment method and the refund but every time they are trying to discuss it (they call me twice), the transmission became poor and so “chappy” so I asked them to call again but they didn’t call again after that. More updates later about the status of my REFUND from LAZADA.

9/30/2013. I emailed them again for the third time, trying to follow-up about my inquiry regarding how they will process the refund as I mentioned above. I didn’t receive any reply from them yet as of this update.

I called their CS and still there’s no update about the refund. It seems Lazada really sucks big time when in terms of updating their customers about a certain transaction. They told me I will get an update about processing the refund in 2-3 business days but up to now, I didn’t receive any message or reply from them.

However, I receive an email from BDO telling that I should coordinate directly to Lazada (which I am doing via email and call) to cancel the transaction to them and the adjustments on my credit card will reflect within 14 banking days. I will update this post to let you know if I already received the refund.

Update: I saw the reversal of my payment on my current credit card billing statement.

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nestor
nestor
3 years ago

FYI. Negligence po ng seller kung mali yung items or ndi match sa expectations nyo yung mareceive nyo, intended by them or not. Madalas misleading yung descriptions but if we check all the details plus the reviews maiiwasan natin yung feeling na naloko tayo kasi yun naman talaga yung inorder nyo. Lazada does have their quality control, customer services, return options and security measures but lets just face it. No one can control everything even if they are trying. You can have bad shopping experience not just in Lazada but even to your most trusted online shops. Just be a wiser buyer next time.

John Louie O. Pamintuan
John Louie O. Pamintuan
4 years ago

Mukhang pag t tyagaan ko nalang yung na deliver sakin na earphones na iba. Awei es900i dapat pero napadala is Awei ES-50TY. Wala rin kasi ako sa bahay namin nung na receive yung item, eh kampante naman ako kasi lagi naman tama na dedeliver sakin, ngayon lang nagkaganto. Alam ko halagang 258 php lang inorder ko pero if sa ganoong halaga palang palpak na sila what if sa matataas na value na item pa kagaya na nga ng nangyari po sa inyo sir.

Jan Karlo Bajuyo
Jan Karlo Bajuyo
4 years ago

Hello po, I also experienced the same thing. I bought a christmas lights (string lights) on January 10, 2018 and they delivered an outdoor laser light (wrong item). I returned the item and requested for a replacement item but since i had researched lazada and read reviews that never to buy from lazada sellers who have 80% below rate, I contacted lazada thru live chat and told them i want a refund (money) instead. They told me that I can request for a Store Credit Voucher refund and they will process it but until now (February 4, 2018) I still haven’t received an email regarding my SCVoucher. I have chatted numerous representatives and still same replies (We will update you in 24-48 hours and coordinate with the return and refunds team) and still none. I asked for the email ad of the return and refunds team but they can’t give it daw. I’m frustrated na po.

Angelo
4 years ago

Hi Guys! I have the same experience right now. Umorder ako ng Dremel Router sa kanila then nirefuse kong ireceive nung dineliver na, kasi walang warranty unlike other sellers na meron naman. So instruction sakin ng LAZADA irefuse ko lang daw at macacancel na daw yun NOvember 6, 2017 ko siya inorder, 1 -2 working days lang daw ang cancellation at 15 days daw and reversal sa Bank since credit card ang ginamit ko. But until now ang status parin ng cancelled order ko ay “shipped”. Halos every other day ako tumatawag sa kanila palaging ganon padin ang sagot sakin “iveverify daw at ipprocess daw ang cancellation” last na tawag ko naconfirm na nila na nasa warehouse na yung cinancel kong order eh. Hanggang nagyon hindi parin successful yung order. Paulit-ulit lang ang usapan namin ng customer service nila! Tas lakas pa ng loob magpasurvey! Last na bili ko na to sa LAZADA! LAZADA ano ba?

Michael Respicio
Michael Respicio
4 years ago

i’m experiencing the same scenario right now. i receive a completely defective unusable mobile from them. same day pina ship back ko pero 8 days na wala pa din sila matinong ma isagot sa refund ko. nag file na ko ng complaint sa Dti at may schedule hearing na kami sa oct. 19. napaka walang kwenta ng customer support nila, papa ikot ikotin ka lang nila na parang bata ang kinaka usap hangang sa tumagal ng tumagal. kala ko isolated case lang nung una yung mga nabasa ko or masyado lang picky yung mga customer na kahit minor issue ibabalik, yun pala totoong madalas mangyari at yun na nga nangyari na din sakin. kung ayaw niyo ma stress ng sobra avoid to buy anything sa lazada kasi para kang sumusugal at sa huli pag defective nakuha mo ma sstress ka lang sa service nila. i’m planing to write a blog din about may experience to them para naman ma iwasan na ng iba bumili sa kanila. mag leleave din ako ng reviews sa lahat ng connecting post nila para naman makabawi sa stress na binibigay nila sakin.

Michael Respicio
Michael Respicio
4 years ago
Reply to  bleuken

tinawagan na ko kanina ng lazada they promise na aayusin na nila agad yung refund tomorrow. pero i’m still pissed to them on how they treat their costumer. di ko na nga na iisip pa yung refund mas eager ako to serve justice to all at sa sarili ko sa pang aabala na ginawa nila sakin. kasi na stress ako kakapalit ng password ng online banking at social media account ko dahil pinilit nila ko ibigay yung password ko sa phone. may be they will just repair the phone and sell to market again. i’m trying to communicate na din sa iba pang nka experience at nakaka experience ngayon ng poor customer service ni lazada to continue or file a big case against them. kaya all of you following sa blog ni Sir Blueken na balak din mag file ng case kay lazada you are free to contact me on my email or facebook, [email protected]. wag tayo pa bully sa bwisit ng online shop na yan. i’m sure they just laughing when i said i will sue them kaya i will make them pay to all the trouble at stress na ginawa nila sakin.

Cromwell
Cromwell
4 years ago

Same here. LAZADA is a big joke. I returned an Item. Narecieved nila Aug 5. Until now waiting pa rin ako sa refund. Bullshit diba? Sa halagang P900.00 nagpakabullshit.

NADINE
NADINE
5 years ago

I bought CKK duke 6 phone for my mom. I found out na di makasagap ng signal ung sim. Bagong bili pa ung sim . And the sim works fine sa other phone. I tried to reset the phone then but to my surprise the phone wont reset kasi nag eerror ang settings and nag aautomatically close sya. And im planning to return the phone ksi di talaga sya mapapkinabangan. And i read all the bad experience nattakot tuloy ako. Credit card din kasi gonamit ko. And one question pa po. Ung delivery name and acct details sa lazada kay mommy. Pero cc acct ko nasa akin nakapangalan ginamit. If im gonna return the item is thru my name or s mom ko. Sana po may sumagot.

Piijei
Piijei
5 years ago

FRUSTRATED WITH LAZADA AND LBC.

I’m hoping you could help me. I bought a cheap smart tv in Lazada worth 6,999, recieved it last Monday Sep 18. Im so disappointed that the item is defective upon opening. I tried to follow the instructions regarding return process stated in Lazada website, I also printed the online return form to attach in the return package as per LBC’s condition. But when I go to the LBC branch, they rejected my return package. They said it has to be sealed in a wooden package with styro, aside from the original packaging. Like WOW! WTF! I Tried 2 different LBC branch, and they both rejected. Imagine the heartbreak?

1. Disappointed with TV (SPARC)

2. It was supposedly a gift to my papa, but with the incident, we got into an arguement. (He is more irritated than me, because he dont understand the transaction I had with Lazada and LBC.

3. Passing days are wasted, not able to use the bought item upon delivery.

4. No cash guarantee back. (Most probably gift voucher)

5. Traumatic. I want to get my money back, to buy a different brand and different store not in Lazada anymore. But the problem is that, there is no cash guarantee back as per online reviews, so most probaby gift voucher for the refund. Triple B.S! (Lazada please. Not anymore!)

6. Today is 4th day of the received item. In 7 days, if the item is still with me. It’s going to be my forever with this junkie.

7. And lastly, LBC. I hate this thing that LBC is my last resort and yet, It wasnt able to help, In fact they just added a frustration.

There so much in my head, but I will cut this here. I know posting here may not solve the problem, but I just want to vent out my frustration, and share my bad experience, to somehow feed a lesson to everyone.‚̧‚̧‚̧

CB
CB
5 years ago

I am currently experiencing this too.. mine costs 3+++ i sent the items back to them already. And you know what’s making this worse??? They blocked me from calling their hotline and sending messages on FB.. what do you expect me to think? That they do not want to refund right??? I am thinking of what to do if they don’t reply to my email. This might be a small amount to others but for me this can buy a lot for my family’s needs. And i swear to God i will do whatever it takes to make them pay and for others not to experience this again.

John
John
5 years ago

I will write this in CAPS for those who have a credit card or Paypal and debit card.

A WARNING TO THE BUYERS OF LAZADA!

DO NOT USE YOUR CREDIT CARD, PAYPAL, DEBIT CARD. LAZADA WILL STEAL THE DETAILS OF YOUR CARD THROUGH PHISHING. ALTHOUGH THEY HAVE A VALID HTTPS, THEY CAN HACK THE DETAILS.
https://www.complaintsboard.com/complaints/lazadacomph-tolerating-fraud-credit-card-transactions-c860185.html

PLEASE BUY COD ONLY FROM THEM AND INSPECT THE ITEM FIRST WHEN THE COURIER IS STILL AROUND SO THAT YOU CAN RETURN THE ITEM IF DEFECTIVE OR NOT IN YOUR SPECIFICATION.

Marites
Marites
5 years ago

Parang okay naman sa LAZADA umorder parehas lang sila ng inooffer ng http://www.goods.ph kasi feeling ko mag kakaprehas lang sila ng item. yung zalora naman panget kasi mumurahin mga items nila puros class a.