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.

Comments

  1. Anna May

    Hi, I experienced the same incident like you. I ordered last Feb. 8, and it was delivered to me on Feb. 9, 2017. I checked the phone and found out that the phone cannot display any wallpaper from the gallery and from the online shop. I opted to return the item and asked for a total refund thru LBC Remittance because I fear that the same problem may occur again. They emailed me Feb. 14 informing me that the item already reached their warehouse and needed 2 freaking days just to fully checked the item. They sent an email last Feb. 16 informing me that the phone has a passcode and yet they cannot checked the phone fully. I gave them the passcode thru email and thru phone call but to my surprise Feb. 17 they informed me that there is nothing wrong about the item even though they cannot open it since they are insisting for a locked phone and that they are going to re-deliver it the following day which is Feb. 18. I called them immediately and told them that I am very much dismayed about their concern. I told them that I will not accept it for I am asking for a FULL REFUND from the very beginning. Last, Feb. 19 they told me that my refund has been processed and yet I needed to wait for another day for it to be processed. Yesterday, Feb. 20 I received another email informing me that I have a total of 9699 as store credit and not FULL REFUND. I immediately called them informing that I needed my refund. Up until now, I haven’t received any refund. This is killing me already!!!!

    1. Pissed mom

      We have the same experience. They kept calling me that my refund would be sent thru LBC but f**k, they sent me store credit which i dont wanna use. There refund system really sucks big time. I dont recommend them to ANYONE. DONT BUY AT LAZADA (period)

      1. Sorry to hear that. I’m still ordering from them and I think they improve with the delivery but no incident with return / refund yet after the first incident. I hope I will not experience it again. Tsk ūüôĀ

  2. jeffrey

    ung nabili ko na phab phone nasiya after 7 days 4999 ang bili ko hnd na mag charge kht ilang oras na naka plug in… hnd ko tuloy alam kung iparefund ko o ipapagawa ko na lang^_^ sayang kasi pag hnd nabalik 4999 ano sa palagay nyu?

  3. Kyle

    I ordered an iphone from lazada and paid via bdo credit card. But after a day, I received a text message saying that my order was cancelled bc i didn’t confirm my order. But I didnt receive any call nor email to confirm my order. So I contacted lazada and sabi is irerefund nalang daw. It’s been 5 days since sinabi nila na narefund na daw. Pero nung tumawag kami sa bdo, wala pa din daw. Sa tingin niyo, how long will it take before marefund talaga? And san ba matagal yon, is it sa lazada or sa bdo na? Thanks.

    1. Sa experience ko ang reversal usually pinaprocess in 14 business days ng bank and makikita mo yan sa billing statement mo pero you should ask Lazada if they already start the process of the reversal at baka makalimutan nila. ūüôā Sa susunod sa apple store ka na lang bili!

  4. LAZADA is selling item that seemed used already, july16 arrived my ordered lumia830 phone i saw the log-in a person in microsoft account on the phone and the camera isn’t work. and the phone is has damaged.
    i think it is not advisable to buy phone their because you cannot assured if the item is still a brand new and plus they don’t put on the description if it is second hand… feeling disappointed and just wasting my money buying items from them.

    1. Did you try to return the item? Try returning it, i think they can replace it.

  5. Kai

    2 years later, and the issue is still happening. For 2 consecutive days, I received incorrect items for 2 separate purchases from Lazada and now they want me to wait for more than 1 week just to verify if my return is “eligible”

    Sorry for posting in an old entry, I needed a place to rant >_<

    1. Thank you for the comment and your post. Lately, I see some changes on how they handle orders. You can now see an update on what is happening with your order and I actually ordered an item from them again the other month and didn’t experience anything like what I have experienced before. I don’t know about their CS yet if there’s improvement but I am not closing my door to them.

      1. raz

        Their CS responses should be improved way way better. They still send generic copy-pasted responses to queries. You’ll be lucky if the one who responded is not lazy to fully read and understand your concern. Maybe, that’s why others have very bad experience with Lazada. SOME of their employees don’t even care about customer’s impressions. I hope they will take account into this. Well, this is acceptable because they were around for just 3 years here in PH.

        I have a pending order that is in a “being packed and ready” status for 4 days now. I’m being positive that this order will not give me a headache and let me write a negative article for them.

        I am browsing some of your posts here Sir Felixberto. They give me ideas in what to do with my blog since I am a new blogger and started just a few days ago. Thank you very much!

    2. Keithy

      Even COD HINDI PARIN OKAY, UNTIL NOW NGA UNG REFUND KO HINDI KO NAKUHA PERO NA SHIP BACK KO UNG ITEMS SAKANILA THRU LBC COURIER!! NAKAKAINIS 1600php din un , BAKIT KASI NAG BIBIGAY SILA NG SIRANG ITEMS DIBA! HINDI BA MUNA NILA TINE TEST YUN BEFORE IBIGAY! GOSH! Very poor!! SIGURO KUNG ILAN KAMING NABIKTIMA KAYA YUMAYAMAN NA LALO YANG LAZADA NA YAN! PALIHIM NA SCAM! SINABI PINASA NADAW NILA THRU EMAIL UNG REFUND PERO WALA NAMAN AKONG NATANGGAP KAYA HINDI KO NALANG KINUHA DAHIL SA STRESS KO SA PROCESS PALANG NILA!! ANG BILIS NGA NG PAGDATING NG ITEMS! SIRA NAMAN NUNG MATATANGGAP MO! NA FOUND OUT KO NALANG NUNG NAKAALIS NA UNG RIDER, KAHIT COD PANGIT PARIN! PWE!!!

      1. Try mo pre contact ulit ang CS nila. I think ang issue is sa seller nila. Try more rate low yung seller nila at tandaan mo na wag kang kukuha from that seller kasi pagkaka-intindi ko sa system ng Lazada e sila lang yung platform ng seller para magbenta at humaharap sa buyer in behalf of their seller. Baka nga na-email nila yung procedure kung pano mo kukunin, icheck mo Junk or Spam folder mo baka andun. Sayang din yung 1,600 no!

  6. Felixberto Baguyo Jr.

    Update: Lazada PH contacted me today via email and informed me that they already processed the refund. According to them, I will receive the refund within 5-15 banking days. This ends my post about them and my experience with Lazada Philippines.

  7. regiebueno

    This is very bad sir Felix. I been reading a lot of comments about this issues on this particular online site. Well, hoping you can hear some good news sir later on.

    1. Felixberto Baguyo Jr.

      I hope so…!!! it seems that Lazada’s problem is handling return items. Their CS said that their return department might be handling a lot of concerns and this might be the possible reason for delay. But if that’s the problem they should have added more people dealing with this issue or rather avoid sending WRONG ITEMS to avoid a lot of returns.

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