Lazada Southeast Asia
reviews and complaints

Dear Sir/Madam/Miss,

I am writing to express my grave disappointment on lazada online shopping services. I requested a purchase return (order number: [protected], placed on 22 February 2018) and cancellation order (order number: [protected], placed on 02 March 2018), however until today still with no further response from lazada.

On 1 March 2018, I requested to do purchase return online for the printer as in order number: [protected] due to counterfeited advertisement misleading the fake information to the buyers (ref: Order [protected].pdf & Order [protected].png). The new printer should include an original toner from the CANON supplier, the additional indicated as per in Order [protected].png showings their seller might offer another 1 unit of toner as promotion unit. But in fact and after confirmed with lazada's seller, that is only 1 toner which coming together with the printer (the starter toner).

On 2 March 2018, I did placement on another unit of printer with the cheaper price than order number [protected] (purchase made for order number [protected]). After the messy and funky return procedures handled with LAZADA and POS LAJU, I changed my mind for the purchase made order number: [protected] through lazada's customer assistance at 03-[protected] at 4:00 pm (Case number [protected]).

On 12 March 2018 11:51 am, I made another call to lazada's customer assistance for the shipping of printer as per in order number:[protected] and on the same time follow up with the return status (Case number [protected]). Lazada's staff informed me to wait for their call on the cancellation made on 2 of March 2018, they required to check on the recording system. They also insisted I still able to do return within the policy days (ref: Return Policy.jgp).

On 14 March 2018 05:42 pm, I call lazada's customer assistance again to follow up with the cancellation issue (Case number: [protected]). They advised me to do the return as soon before the dateline as per stated in your return policy life.

I received lazada's email to notify that my return is rejected on 23 March 2018. I checked with lazada's customer assistance on 24 March 2018 03:55 pm (HE didnt send me case number) for the reason of rejected return as the seal of the printer is not opened which as per stated in lazada's return policy ( - Milk formula products are returnable except for "change of mind" request. You are to ensure that product is not opened, as otherwise it will not be accepted for return.)

He informed me to be confirmed with the factory and will revert me back as soon. However until today I yet received any supervision from their representative staff.

I also wrote in complaint to lazada's customer assistance, however since our last conversation on 1 of April 2018 until today I yet received any reply from them about the status of the return and refund. I sincerely request your guidance on above matter and your urgent reply is much appreciated.

Returned a defective video card, Order number [protected] back in January 10 2017:
1/10/2017We have received your return request for order #[protected]. You can find your complete return details below. Please answer this quick Returns questionnaire to provide us more details about your return. Your answers will help us conduct an accurate evaluation of the item you wish to return.
Kindly answer this immediately as you need to drop off the item to our Return Partner within the acceptable return period depending on your item's return policy, either 7 days or 14 days from the date the item was delivered.
Note: If you are returning an Apple product that is Sold and Fulfilled by Lazada, please bring your item directly to an Apple Authorized Service Provider. You can click here to find an Apple Authorized Service Provider near you.
Regards,
Lazada Philippines

2/14/2017Good day.

This is regarding your follow up for the returned item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under order number [protected].

Our apologies for the delay update regarding your concern, rest assured that we will coordinate your concern immediately and get back to you via email within 24 to 48 hours for the update.

We hope that you may use this as your reference to resolve your concern.

For more details about Lazada policy, you may refer to this link [Help Center] http://www.lazada.com.ph/helpcenter/.

Best regards,
Shiela Mae

2/22/2018: Jessica - S: While for the order number [protected] with an item ASUS Expedition GeForce:registered: EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card which was returned, our returns team confirmed that it was for re evaluation.
Jessica - S: Right now, we are just waiting for their confirming or the result rather of the re evaluation process for us to send you an update about it.
Visitor: Yes it was confirmed for re-evaluation for 2 weeks already
Jessica - S: It has been escalated actually po to our management and we are also waiting for their confirmation po.
Visitor: Can someone from your team CALL me to give me an update?
Visitor: it has been more than a month already at your warehouse, but I still haven't received an update. This is very urgent.
Jessica - S: What i will be doing to help you is to make a follow up about it and advise them that you would like to receive a call with regards to the details of your returned item.
Visitor: Thank you, I would really appreciate that.
Visitor: Hopefully, I can get a call within today, that would really be helpful.
Jessica - S: You are very much welcome and thank you ad well po for your patience and understanding on this matter.
Jessica - S: To know more information about our Return Policy, you may also refer to our Help Center page at http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-return-ans.
Jessica - S: May maitutulong pa po ba ako?
Visitor: That's all for now, I will be expecting a call from you guys
Jessica - S: Thank you po.
Jessica - S: have a great day and God bless you.
Jessica - S: By the way your reference number for the transaction where your concern was coordinated is [protected].
Jessica - S: I will be sending the transcript of our conversation to your active email address donna.[protected]@specializedoutsource.com to serve as your reference

3/5/2018: They approved to allow me to pick out a different video card, because they didn't have any more like the one I returned and the prices by now have doubled so I picked anther model out and placed it in my cart and then received this on 3/5/208: Dear Dean,

We hope this email finds you well.

This is the summary of what we discussed with Donna earlier.

With regards to your follow up about the replacement for the item "ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card " under order number [protected].

We have discussed that the SKU you requested was currently out of stock, may we advised you to provide another SKU so we can process your request.

Best Regards,

Ludelia | Customer Service | Lazada Ph

then on 3/7/2018 they said that they found the card I wanted and that I was to put it in my cart and they will process: here is the email confirming: 3/7/2018: Hi Dean,

Greetings from Lazada philippines.

This is our conversation with Ms. Donna. We understand that you want to know the status of your replacement item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under order number [protected].

We verified that the item was the same SKU as the one our replacement team referring to that was out of stock. For this, we already expedite your concern to create a dummy order.

We sincerely apologize for the inconvenience this has caused. We understand how frustrating this could be on your end rest assured that we are working on expanding the services that we may accommodate for our customers.

We hope for your continued patience and understanding about this matter.

Best regards,
Chrystal

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Best regards,
Reina

Then on 3/7/2018 I received this email: Dear Dean,

Good day!

Please accept our sincerest apology for any trouble this may have caused you.

We have talked to Donna today.

Thank you for the information you have provided, we verified that the item was the same SKU as the one our replacement team referring to that was out of stock.

We have discussed, that since we cannot give you guarantees that the item will be processed, as an alternative the item will be approved for refund.

We sincerely apologize for the inconvenience this has caused. We understand how frustrating this could be on your end rest assured that we are working on expanding the services that we may accommodate for our customers.

We hope for your continued patience and understanding about this matter.

Warm Regards,
Susan | Customer Service | Lazada Ph

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received this on 3/12/2018 as when they delivered the replacement video card they tried to charge me COD and so we called and this is the email I received. 3/12/2018: Dear Dean,

This is regarding our conversation with Donna.

We understand that you want to know the status of the dummy order with respect to your returned item, ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under order number [protected].

Please be informed that we have already addressed your concern to our Higher Management. Please anticipate a feedback once we received an update from them.

We hope for your continued patience regarding this matter.

Regarding your new order, as discussed, the courier attempted to deliver the items but since you requested to have it canceled, we informed you that you have an option to received the items or not.

Your order would then be considered as cancelled once the package is confirmed as returned to Lazada.

We hope for your continued patience regarding this matter.

For more information about returns, please visit our Help Center:
http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-return-ans&url=return-policy.

Best regards,
Enrique

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This is the documented response from the call about them tring to charge me for the delivery of the replacement video card; Received 3/12/2018: Hi Dean,

Greetings from Lazada Philippines!

Thank you for taking the time to inform us that you were pressed to pay 38, 998.00 when you only need the Gigabyte AORUS GeForce® GTX 1060 Xtreme Edition 6G 9Gbps Video/Graphics Card (GV-N1060AORUS-X-6GD) since they were included in one tracking number. I have already forwarded your request not to get the ASUS Strix GeForce GTX 1050Ti OC edition 4GB GDDR5 Graphics Card (STRIX-GTX1050TI-DC2O4G-GAMING) to our courier and we have already inidcated in our system that you don't need the other one. For reference, please present this chat transcript and email to our courier who would be handling your parcel.

To LEX: Kindly separate the the ASUS Strix GeForce GTX 1050Ti OC edition 4GB GDDR5 Graphics Card (STRIX-GTX1050TI-DC2O4G-GAMING) from the parcel as it has been escsalated already that only Gigabyte AORUS GeForce® GTX 1060 Xtreme Edition 6G 9Gbps Video/Graphics Card (GV-N1060AORUS-X-6GD) is to be delivered. Please hold off the redelivery to warehouse for the ASUS Strix as an escalation is ongoing. Please comply.

Here is your chat transcript from earlier:
Visitor: your people keep lying to us about replacing a video card that was returned over two months ago and since that time video cards have almost doubled in price and so Lazada has promised in writing they would replace with the one being delivered now, but as it showed up, LBC is requiring me to pay for the video card. I need someone to contact LBC and have them drop off the order and only request payment for the other video card being shipped with the "free" one.
Chiara - C: Thank you for contacting Lazada Philippines. This is Chiara.
Chiara - C: Hi Dean! I'd be more than happy to assist you.
Visitor: your people keep lying to us about replacing a video card that was returned over two months ago and since that time video cards have almost doubled in price and so Lazada has promised in writing they would replace with the one being delivered now, but as it showed up, LBC is requiring me to pay for the video card. I need someone to contact LBC and have them drop off the order and only request payment for the other video card being shipped with the "free" one.
Chiara - C: May I know the order number so I can check it for you?
Visitor: [protected] it is the Asus Strix that was supposed to be marked as paid
Chiara - C: I see and would it be okay to check with my resources for a moment?
Visitor: yes
Visitor: it was a replacement for the Asus Expedition that was a part of the original order [protected] that was returned almost 3 months ago and you guys lost the video card and we have been trying to get a replacement ever since. Meanwhile prices have almost doubled, so I was requesting to just replace with the one that is here now and you guys agreed but now are trying to charge me.
Chiara - C: No worries, allow me to handle this for you.
Chiara - C: Hi Dean, upon checking the item ASUS Expedition GeForce:registered: EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card used to be 10, 499.00 versus the 13, 999.00 and I will be sending an email escalation to know the status of your replacement and where it is.
Visitor: As I said the replacement is already here in CDO as they tried to deliver it today, but they were requiring me to pay for it and that is not accepatable. The card I settled for is only 13, 999 but the card I returned is now almost 20k
Chiara - C: Thank you for letting me know, Dean. I just want to confirm the card that you returned which cost you 20K
Visitor: no, it cost me 10k and had this been handled properly and turned around right away, I could should have just received a new card or a refund right away, but this has now been going on for months and the price of video cards have double since the time I returned my card so I refuse to settle for just a refund. and you guys cant return the item because you have lost it.
Chiara - C: I got it now. Thanks for sharing, Dean.
Chiara - C: This is easy and I'm happy that I received your complaint about the item. Allow me to exhaust all options to get the same item with the same amount from the time you ordered it.
Chiara - C: Just to set your expectation, this is the process that I will be doing on my end.
Visitor: you will not be able to find the original model because they are in high demand and there are none available now. Like I said, had this been handled properly in the beginning this would not be an issue, but now it is a big issue as I have been trying to get this resolved for almost 3 months and I am not willing to wait any longer.
Chiara - C: That is not a problem. First I will be sending an email escalation to locate the item and get it delivered with the same amount. If this is not possible, I will requesting for the same item to be delivered and charge it with same amount since it's fully documented on your case from the time you returned.
Chiara - C: Give me 3 minutes to complete the email escalation to expedite your issue.
Visitor: At this point I will not accept the item back with a refund as the prices have doubled now and that is not fair. I want the video card that is being delivered and all someone has to do is call LBC and tell them to deliver it without charge as agreed to last week. Very simple.
Chiara - C: Roger that, Dean. I will appreciate if you will allow me to handle and complete the email escalation request.
Chiara - C: I'll work in completing your request in 3 minutes.
Chiara - C: Thank you for waiting, Dean. I am happy to inform you that I have successfully processed the email escalation that we need to send out with the request of: Replace the same item you ordered initially with the amount of P10, 499.00. Please allow us to advise you within 24-48 hours about the status of this urgent request.
Visitor: That is not going to work as this item is being delived along with another video card that I have been waiting to find for almost 6 months and they are very hard to find and LBC is requesting that I pay for the whole order for 39k of which the other card is like 25k and I am not willing to let it go back to Lazada after waiting so long for it.
Chiara - C: This conversation may not end the way you want it to be but I will appreciate if you will give us chance to locate the same item you ordered to address your concern.
Chiara - C: For now, I will be needing to coordinate this with our internal partners to check the status of the order by sending the email escalation.
Visitor: I am not willing to loos the other video card because you guys lied to me about paying for the other one, so I need this resolved tonight, because I have requested this package to be brought back in the morning. You just need to figure out a way to separate the two items so I don't loose the other card that I have waited so long for.
Visitor: If nothing else, call LBC and tell them to only deliver the Geforce card and return the other one
Chiara - C: Yes, I definitely agree to your point Dean. The same eagerness I feel now to assist and address your concern. I just want to confirm now the item that you want to keep, is this (ASUS Strix GeForce GTX 1050Ti OC edition 4GB GDDR5 Graphics Card (STRIX-GTX1050TI-DC2O4G-GAMING) P13.399.00?
Visitor: I need the Aorus Video Card that is being delivered with the Asus card and I need them separated.
Chiara - C: Great! We will keep the AORUS GeForce:registered: GTX 1060 Xtreme Edition 6G 9Gbps Video/Graphics Card and return the Asus Strix
Visitor: I don't care what you decide to do with the Asus card as I am not willing to pay for it, but I do not want to lose the Aorus Video card
Visitor: I need the Auros card delived in the morning.
Chiara - C: Yes, most definitely. I'll have this forwarded that you only need the AORUS GeForce:registered: GTX
Visitor: I need something I can show the driver as they were unwilling to separate the order and we need a phone number to call if there is any issues when they get here.
Chiara - C: Of course. I'll gladly send you the email about the this as well as our chat transcript for reference. You can call [protected] if you need help.
Visitor: Be sure it is an instruction and approval to separate the order and let them know they only need to collect the monies for the Auros video card.
Chiara - C: Yes. Absolutely. We will get it done for you.
Visitor: Can I stay on line until I receive the email as I have now lost all faith in anything I am told is going to happen when it comes to Lazada as I have been lied to for almost 3 months and I need this resolved now. So I prefer to just wait here for the email to make sure I receive it while online.
Chiara - C: The email is ready to be sent once our chat ends since there is an automated system where a case is created that can deliver your email. I can assure you, it will be sent no matter what happens.
Visitor: sorry but I need to be sure it says what I have asked, so can you please type the contents here for me just to be sure. put yourself in my shoes and you would understand why I am asking for this.
Chiara - C: Yes, one moment as I pull up the email.
Chiara - C: Hi Dean,

Greetings from Lazada Philippines!

Thank you for taking the time to inform us that you were pressed to pay 38, 998.00 when you only need the Gigabyte AORUS GeForce:registered: GTX 1060 Xtreme Edition 6G 9Gbps Video/Graphics Card (GV-N1060AORUS-X-6GD). I have already forwarded your request and you need not to get the ASUS Strix GeForce GTX 1050Ti OC edition 4GB GDDR5 Graphics Card (STRIX-GTX1050TI-DC2O4G-GAMING). For reference, you may present this email and our chat transcript.

Here is your chat transcript from earlier:

If you have further concerns or feel that you are not fully satisfied with the solution we provided, you can click on this link www.lazada.com.ph/contact and hit the LIVE CHAT NOW button to speak with another Lazada Customer Service representative

This is when the things they put in writing documents their lies. They went from saying they will set up a dummy account so I would not have to apy for it when delivered to now say they cant do that and that I wouldl have to pay for it when it gets delivered. This was received on 3/14/2018: Dear Dean,

Greetings from Lazada Philippines.

On behalf of Lazada Philippines, I want to extend my sincerest apologies for the negative experience that you had with our service.

At Lazada Philippines, we pride ourselves on giving our 100% every day to ensure that our customers' needs are being met. I know that we have let you down, and for that we are very sorry.

I want to thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process.

We are truly sorry that the item you received did not meet our normal high standards. It is certainly our intent to provide only the highest quality items to our customers and we regret that your product apparently slipped past our quality measures.

In line with this, we informed you that the replacement request of your returned item was not fulfilled because the item was already out of stock. For this matter we can only process a refund for your returned item. Our Payments Team will send you a separate email containing the details of your refund.

Please be advised that we need pay for the item ASUS Strix GeForce GTX 1050Ti OC edition 4GB GDDR5 Graphics Card (STRIX-GTX1050TI-DC2O4G-GAMING) amounting 13, 999.00 once the item deliver on your address. We apologize if we cannot process the dummy order since the return reason for the first video card was invalidated.

Should you need help in the future, please do not hesitate to contact me directly, as I will be very happy to assist you personally with anything you need.

For more information about our Return Policy, you may also visit our Help Center page under Customer care at http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-return-ans. You may also get in touch with us through our Chat Support at www.lazada.com.ph/contact/.

Sincerely,
Jason

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Then on 3/15/2018 the circle starts all over as you can see by this email received 3/15/2018: Greetings from Lazada Philippines!

Please see our chat transcript of our conversation below.

I am glad to have served you today. Lazada takes pride in giving priority to our customers and looking after their needs. We always strive to exceed our customers' expectations and meet their requirements.

We hope that you may use this as your reference to resolve your concern.

We want to thank you for your patience and for shopping with Lazada. You may also refer to our Help Center page at http://www.lazada.com.ph/helpcenter/ for more information. You may also get in touch with us through our Chat Support at www.lazada.com.ph/contact/. Or you may reach us with this number 795-8900.

Best regards,

Elyn | Customer Service | Lazada.com.ph

Chat transcript:
Visitor: Follow-up Replacement Request
Elyn - E: Hi Donna, good afternoon. Thank you for contacting Lazada Philippines Live Chat. My name is Elyn. In regards to your concern, let me check on it.
Visitor: Hi Elyn
Visitor: I called your hotline earlier today, I talked to Jay.. I was expecting an update from but I haven't received anything yet
Visitor: We have been asking for a replacement since January, and also this has been already escalated many times but as of now, we haven't received any updates from you guys
Visitor: Please call your supervisor and tell them that we need this taken care of as soon as possible.
Elyn - E: Please accept our sincere apologies for the inconvenience you may have experienced with respect to this issue as up to now you haven't received your replacement item. Kindly be advised that your concern was being handled on Case Number [protected]. They were coordinating your concern to the right department. Rest assured that you will receive an update regarding this.
Elyn - E: I will make a follow up regarding to this concern.
Visitor: May I have the name of the person who's handling this matter?
Visitor: or to whom shall I contact so I can get updates directly from him/her?
Elyn - E: It is handled by the previous representative name Jason with this case ID: [protected].
Visitor: Can you get a hold of him and ask him what's the status on this case?
Elyn - E: Yes Ma'am, I'll make a follow up regarding to this concern and we'll notify you thru your email address as soon as possible.
Visitor: No, I will wait here on line.
Elyn - E: I understand however we could not provide the details yet as we needed to pass this case to the person who handled your concern. Rest assured that we'll keep in touch with you as regarding to this concern.
Visitor: Okay then, may I know when did Jason has escalated this? and how long will it take to get an update?
Elyn - E: This has been escalated and follow up since yesterday however as per checking here, since March 05, 2018, it has been escalated.
Visitor: if this has been escalated since March 5, but there is still no news on when we'll get a replacement?
Elyn - E: I understand Ma'am and we'll make a follow up again and kindly give us 24-48 hrs to get a feedback for this escalated case.
Visitor: you should call someone about this because this has been taking way too long
Elyn - E: Yes this is noted and I'll be asking the pertinent Team to fully check the transaction.
Visitor: please do take this seriously, may I remind you that we requested this since january.
Elyn - E: This is duly noted, Donna. Would there be anything else that I can help you with?
Visitor: Please send Mr. Dean Toro a chat transcript of this conversation.
Visitor: Call us as soon as you have an update on this matter. This is very URGENT. Thanks
Elyn - E: Yes Ma'am, this is noted and thank you for your utmost understanding.
Elyn - E: Hello Ma'am, are we still connected?
Visitor: Yes
Elyn - E: I would just like to ask if would there be anything else that I can help you with aside from this?
Elyn - E: I haven't heard you for a while, I will be disconnecting this chat to assist other customers. Please contact us again if you need further assistance. Thank you for contacting Lazada Philippines. Enjoy your day!
Elyn - E: For a quicker tracking, return, or cancellation of your order, you can do it online 24/7 by going to "My Account" at www.lazada.com.ph/customer/account. You can also easily find answers to common order-related questions in our Help Center at www.lazada.com.ph/helpcenter.

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Then on 3/19/2018 we followed up and then received this email: Dear Dean,

Good day,

This is regarding our conversation with Donna.

We understand that you want to know the status of your returned item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under order number [protected].

Please be informed that we will escalate your concern regarding your replacement to a higher department. Kindly please anticipate a feedback within 24 to 48 hours.

We hope for your understanding regarding this matter.

For more information regarding about our returns & refund policy, please visit https://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-return-ans&url=return-process

Should you have further inquiries or concerns, please visit our website at www.lazada.com.ph or you may also contact us through our live chat service.

Best Regards,
Gerlie

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Then on 3/20/2018 followed up and this is the email I received on 3/20/2018: Dear Dean,

Good day!

This is with regard to your refund for the item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under order no.[protected]. Please be advised that we are still waiting for an update from the management and rest assured that we will notify you immediately once we have the feedback. Apologies for the inconvenience.

For more information about Lazada Philippines, please refer to our Help Center page at http://www.lazada.com.ph/helpcenter/. You may also get in touch with us through our Chat Support at www.lazada.com.ph/contact/.

Best regards,
Renato

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Then on 3/21/2018 we received this email: Hi Donna,

Greetings!

We delighted to inform you that we validated your refund. A separate email coming from our Payments Team will be sending to your email once the request was completely done.

We are hoping for your utmost patience about this matter.

To know more about Refunds, kindly refer to this link: https://www.lazada.com.ph/helpcenter/how-soon-will-i-get-my-refund-ph.html?spm=a2o4l.other.0.0.4c5c62757nYKje

Best regards,
Lazada Customer Service Management

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Then on 3/21/2018 we received this email after they told us to just reorder the card and they would put in the voucher number. You will see this stated in the email received after this one received on 3/21/2018: Hi Dean,

We hope this email finds you well.

This is the summary of what we discussed with Donna earlier.

With regards to your follow up about the replacement for the item "ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card " under order number [protected].

As what we discussed, we are currently processing your refund and this may take 24 to 48 hours. Kindly anticipate a separate email coming from our Payments Team will be sending to your email once the request was completely done.

Once it is completely processed, it will reflect on your account as a reversed charge within 5-15/5-45 banking days or on your next billing cycle.

We are hoping for your utmost patience about this matter.

For more information about our Refunds, please visit https://www.lazada.com.ph/helpcenter/refunds

Best regards,
Gelyn

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This is the email received after the call on 3/21/2018 saying we would be able to receive a replacement not a refund. Just more lies: Dear Dean,

Greetings from Lazada Philippines!

Thank you for choosing Lazada Philippines as your online shopping store. We appreciate the time you took in contacting us regarding your concern.

This is regarding your concern under order number [protected]. Please refer to our conversation below.
Ms. Donna called us on your behalf and informed us that you would like to get a replacement of the item and not a refund. You were then also asking for a callback from our supervisor and management. As discussed, we were able to confirm that item is already subjected for refund. Also with regards to your callback request, as promised we will have it requested. Please keep your lines open with regards to the request.

For more information about Lazada's refund policy, please refer to our Help Center page at http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans.

For a quicker tracking, return, or cancellation of your order, you can do it online 24/7 by going to "My Account" at www.lazada.com.ph/customer/account. You can also easily find answers to common order-related questions in our Help Center at www.lazada.com.ph/helpcenter.

Please feel free to get in touch with our friendly chat representatives thru our Lazada Philippines Live Chat: http://www.lazada.com.ph/contact, or you may also call during our business hours from Mondays to Saturdays around 8:00 AM to 8:00 PM at our Hotline Number [protected]. We will be glad to facilitate your concern.

If you have further concerns you can click on this link: www.lazada.com.ph/contact and hit the LIVE CHAT NOW button to speak with another Lazada Customer Service representative.

Sincerely,
Jessica

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This is the email after another call where they promised me once again a replacement: 3/21/2018: Dear Dean,

here's our chat transcript,

Chat transcript:
Visitor: I need a supervisor to get involved with my case as Lazada has stolen my video card and just sent me a notice of a refund that I never authorized. I need my video card back so I can get it fixed. if you reed my whole file you will see that Zazada has made several promises to me of which I have all in writing and have broken every promise and continued to lie to me at every turn. I don't want a refund and will be returning and want my card back
eli - C: Thank you for contacting Lazada Philippines my name is Elison, Let me assist you with your stolen video card.
eli - C: Good evening Dean.
eli - C: I'm very sorry to hear that your video card was stolen.
Visitor: Read my whole intro carefully and then read my whole file. you will see Lazada has totally ripped me off.
eli - C: Yes Dean I'll read it carefully.
eli - C: Please stay online for few minutes I'll just check this one for you, would that be fine? :)

Visitor: yes
eli - C: By the way Dean, just to give a proper expectation, there will be times that my replies will be late.
It's because I'm also assisting 3 other customers.

Thank you for your patience. :slightly_smiling_face:
Visitor: oaky
eli - C: Correct me if I'm wrong sir Dean, you requested for a replacement however they keep initiating for a refund?
Visitor: No I kept requesting either a replacement or send my card back and they sent me a replacement that was half the price of the original card today and then when it was delivered the delivery people tried to collect the 13k for it. When I original bought the card and sent it back it was 10k, but in 3 months of it being at Lazada video cards have doubled and tripled in price because of the mining demand, so now the card is 25k if I want to replace it so I said I would not accept a refund. So it was send me the card I settled for or send me my card back, but in no circumstance will I accept a refund.
eli - C: I'm very sorry if the price went up.
eli - C: I'll just check the status of your replacement request.
Visitor: I will step out just for a minute
eli - C: Sure Dean. I'll wait for you. :)
Visitor: I am back
eli - C: By the way Dean with regards to your replacement request.
eli - C: Our team is working on it.
eli - C: They are doing their best so that our returns team replace it.
Visitor: Where do I return the refund? I assume it will take a few days before I see it, but when I do I will be sending it back as I never authorized it.
eli - C: With that one Dean rest assured it will be voided once the item was replaced.
Visitor: okay
eli - C: Thank you sir.
eli - C: Can I help you with anything else?
Visitor: What happens next?
eli - C: We will email you once the replacement is out for delivery.
Visitor: okay
eli - C: Is there anything else that I can assist you with sir Dean?
Visitor: No I will wait for the email. Thank you
eli - C: If you don't mind I will be sending the survey to your email after our chat conversation. You will receive 2 emails, first is the chat transcript & the second 1 is the survey. I hope you can answer this one for me :)

eli - C: I hope I provided a satisfying service.
Visitor: Okay
eli - C: To recap on our conversation today we tackled about your replacement inquiry.
eli - C: For a quicker tracking, return, or cancellation of your order, you can do it online 24/7 by going to "My Account" at www.lazada.com.ph/customer/account. You can also easily find answers to common order-related questions in our Help Center atwww.lazada.com.ph/helpcenter.

eli - C: It's my pleasure to serve you. once again thank you for contacting Lazada, my name is Elison and have a delightful day! :)

Elison | Customer Service | Lazada PH

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Then received this email countering their promise, more lies: 3/21/2018: Hi Dean,

Good day.

As discussed with Donna, you item is already for refund. we can not replace your item because it is no longer available. As company policy, all returned items with preference of replacement with no available stocks is process to refund. Anticipate email regarding the status of your refund from our refund team.

Hope this email help your concern.

Thank you

Regards,
Alexander

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This is when they said the refund was rejected and that they would not be able to return my original item so I could get it fixed by the factory since it was still under warranty. received this on 3/26/2018: This is when we knew we were just being lied to about everything right from the beginning at that they were just trying to cover their [censored] and rip me off at the same time: 3/26/2018:This is the transcript of our chat conversation for your reference.

Visitor: Refund Inquiry
Xandra - S: Thank you for contacting Lazada Philippine live chat! My name is Xandra.
Xandra - S: Hi Donna. Good morning.
Xandra - S: May I know your specific concern?
Visitor: Hi Xandra
Visitor: there was processed for refund that was done and it shows that it was rejected. how come?
Visitor: this is the item:
Visitor: ASUS Expedition GeForce:registered: EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card
Visitor: originally, we asked for a replacement for this when I returned it last January, but due lack of service on your end, it was delayed, people on your end keep giving us wrong information and false promises.
Xandra - S: I see. We do apologize for that. Let me help you with that.
Visitor: this has been going on for about 3 months already
Xandra - S: Allow me to check on your order for 1 to 2 minutes. Please stay online and I'll get back to you in a while.
Visitor: if you can't process a refund, PLEASE RETURN THE ITEM IMMEDIATELY
Xandra - S: Hold on for a moment as I further check.
Visitor: I need to talk to a manager if you can't handle this matter
Xandra - S: We do apologize for these inconveniences. Upon checking, this has been approved for refund. We just had an error processing your refund. Apologies. We cannot process your refund through reversal. We have three options for this. May we know your preference among voucher, LBC remittance or bank tranbsfer
Visitor: see that's what I meant, a number of agents keep on telling us that the only way is through reversal. and now you're giving me a different option
Xandra - S: We do apologize for the confusion. There has been an update just last March 21.
Visitor: I can't decide that for you, since i'm only representing for Mr. Dean Toro
Visitor: what I want you do right now, after this chat, i want you to contact MR. Dean Toro either through his email: dean.[protected]@specializedoutsource.com or you can call him at this number: [protected]
Visitor: please give him an update on this
Xandra - S: I understand that you want me to contact Mr. Dean for this concern. The easier way of refund I believe ion your end is LBC remittance so you may get the money in cash.
Visitor: as what I've said, I'm not the proper person to make that decision, since i'm not the owner of the account.
Visitor: to tell you frankly, he doesn't want a refund he'd rather have the item returned than a refund
Xandra - S: I understand. Would it be okay if I just call him within this day. To be transparent, we only cater chat for this but would it be fine if I call him after my shift?
Xandra - S: We're sorry to inform you that due to a system migration that will be implemented, the replacement option will temporarily be unavailable, and we will only process refunds for returned items. If you wish to still get the item, I highly recommend that you reorder the item.
Visitor: that would be the only option ms. xandra is to talk to him
Visitor: why will we order the item? if the item was ours in the first place? we just want it back, that's all.
Visitor: it would be better if you email him rather than calling him through his number,
Visitor: as they have bad signal in the area where he resides
Xandra - S: I understand, However, this was already approved for refund by the Returns team so we can only have it processed.
Xandra - S: I will email him regarding this Ma'am. No worries, I will personally handle this case.
Visitor: right after this chat, please email him immediately
Visitor: one more question, if we get the refund, will we receive the full amount?
Xandra - S: I will, Ma'am. Once we got his preference, we will process his refund. Processing time frame for this will be 1-2 business days. Is dean.[protected]@specializedoutsource.com your valid email address?
Xandra - S: Yes, you will Ma'am.
Visitor: yes please, send him this chat transcript also to his email address
Visitor: this is very urgent, as this have been going for about 3 months already, please do take this seriously.
Xandra - S: I completely understand. Please be informed that the transcript will also be sent to your email donna.[protected]@specializedoutsource.com since this is the email address you have input in this case.
Visitor: okay
Xandra - S: Thank you for understanding. For now, is there anything else that I can help you with?
Visitor: please have this case handle by a supervisor
Xandra - S: Noted on that. Rest assured that this will be taken care of.
Xandra - S: For more information about Lazada's refund policy, please refer to our Help Center page at http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans.
Xandra - S: Are we all set for now?
Xandra - S: I believe we are. I will now be closing this chat session. We would appreciate if you could provide us your feedback on how well I served you today. Should you have further concern, please feel free to contact us again. Thank You for contacting LAZADA Philippines. Have a great day!

If you have further concerns or feel that you are not fully satisfied with the solution we provided, you can click on this link (www.lazada.com.ph/contact) and hit the **LIVE CHAT** NOW button to speak with another Lazada Customer Service.

Sincerely,
Xandra | Customer Service | Lazada PH

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Then on 3/26/2018 received this email saying they would be giving is a refund but couldn't credit my credit card so I needed to take a voucher: 3/26/2018: Dear Mr. Dean,

We hope this email finds you well.

This is regarding with your refund for the item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under the order number [protected].

In line with this, we would like to inform you that this has been escalated and our Payments team is already working on your concern. It seems like the refund through reversal to your credit/debit card is no longer available for this order. We would like to know your refund preference among the three options, store credit voucher, LBC remittance or through bank transfer (if this, kindly relay your bank details such as bank's name and branch, account name and number and the type of account). We can have your refund through these options instead.

We are hoping for your immediate response on this matter.

Again, we do apologize for the inconveniences we have caused you. Hoping for your understanding and patience on this.

Sent earlier is the conversation I had with Miss Donna. Thank you and have a nice day!

Sincerely,
Xandra | Customer Service | Lazada PH

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Then on 4/2/2018 I received this email with more excuses why I have not received my refund and that it would only be a few days: 4/2/2018: Hi Dean,

Good day from Lazada Philippines!

In line with our conversation earlier. I understand that you would like to ask for refunds.

Here is our chat transcript:

(11:11:20) Visitor Follow up Case No. [protected]
(11:17:47) Visitor why is it taking so long?
(11:24:18) hennessy - c Hi, my name is Hennessy. Let me assist you with that concern about the follow up./
(11:24:47) Visitor Please
(11:25:20) hennessy - c Sure maam. One moment please. I will check it here.
(11:25:44) Visitor Thank you
(11:25:59) Visitor This has been escalated numerous times already
(11:27:15) Visitor As you can look up in the history of this case, last time I talked to janrich he says that he would send me an update, but as of now there's no update coming from you guys
(11:28:02) hennessy - c Is this for the refund Donna.
(11:28:04) hennessy - c Refund Amount: 10, 499.00?
(11:28:41) Visitor wait let me check
(11:29:20) Visitor yes, we would prefer that you would send the voucher to Mr. Dean's email: dean.[protected]@specializedoutsource.com
(11:32:03) hennessy - c Suer maam.
(11:32:08) hennessy - c Sure Maam Donna.
(11:32:36) hennessy - c I will send you what we have requested here.
(11:32:36) hennessy - c Order Number: [protected] Customer Name: Dean Toro Customer Email address: dean.[protected]@specializedoutsource.com Refund Preference: Voucher Refund Amount: 10, 499.00 Request: Customer would like to change his refund preference from reversal to voucher.
(11:32:41) hennessy - c Is that right?
(11:32:46) Visitor So, are we going to receive that today?
(11:32:51) Visitor yes that's correct
(11:32:56) hennessy - c This will be within 24 to 48 hours.
(11:33:02) Visitor we requested that last week
(11:33:03) hennessy - c Let me take care of this for you.
(11:33:08) Visitor PLEASE
(11:33:31) hennessy - c Yes maam don't worry. Apologies if this has already been requested since last week.
(11:33:47) hennessy - c The reason of delay because of Lenten season holiday.
(11:35:54) Visitor So, by wednesday Mr. Dean would have receive the voucher, correct?
(11:36:05) hennessy - c Yes maam Donna.
(11:37:01) hennessy - c Let me do this for you. What I can do is to coordinate this to the refunds team to make sure that they will process the refunds of voucher.
(11:38:13) Visitor PLEASE.. as we have been trying to resolve this issue since January
(11:38:36) hennessy - c Maam. I am very sorry for this long wait of the refunds.
(11:38:48) hennessy - c But rest assured that this will be fixed within this week.
(11:40:17) Visitor Okay, is there a time frame on when can we able to talk with a representative?
(11:40:43) hennessy - c You can talk here as long as you want maam.
(11:40:46) Visitor when is the system migration going to be complete>
(11:40:49) Visitor ?
(11:40:59) hennessy - c That will be within 24 to 48 hours maam
(11:41:25) Visitor the system migration?
(11:42:38) hennessy - c What system migration maam?
(11:43:39) Visitor this is what Janrich said: I understand however due to high volume of our refunds queue and there had been a system migration that is why there's a delay with processing with your refund.Janrich - E
(11:44:06) hennessy - c System migration is like a system glitch.
(11:44:17) hennessy - c That causes the delay.
(11:44:46) hennessy - c But no worries. As I see here the details has been sent already on the refunds team.
(11:46:40) hennessy - c Are we still connected?
(11:48:22) hennessy - c Since I have not heard back from you, I will now be closing this chat session. If you need help in the future, feel free to contact us again. Thank you for contacting Lazada Philippines. Enjoy your day! For your future reference, you may visit our Help center: http://www.lazada.com.ph/helpcenter/?spm=a2o4l.cms.0.0.7a823eb4vKEAP3

Best regards,
Hennessy | Customer Service | Lazada PH

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Then on 4/ 12/2018 I received this email with the same old exuses and no action: 4/12/2018: Hi Donna,

I hope this e-mail finds you well. As a summary of our conversation, you have concerns regarding the refund status under order number [protected] for the item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card.

We would like to inform you that your refund has been verified but as per our team, since cybersource is no longer available, we were advised to ask you for your alternative refund preference and you opted for voucher ( store credit ).

We forwarded your concern to our payments department so they can generate and provide the voucher for your refund. Kindly anticipate separate email after we are done with the process.

We hope for your continued patience and understanding about this matter and we apologize for any inconvenience this has caused you.

For more information about Returns and Refunds, please refer to this link: https://www.lazada.com.ph/helpcenter/returns/?spm=a2o4l.searchlist.header.7.abc710ajcoZ3X#answer-faq-return-ans & https://www.lazada.com.ph/helpcenter/refunds/?spm=a2o4l.other.0.0.7cf10b21Ux7pk7

Have a nice day.

Best Regards,
Regine

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Then on 4/16/2018 after a follow up call: 4/16/2018 email Dear Donna,

We hope this email finds you well.

This is regards to your inquiry about the status of your refund via store credit voucher. Please be informed that we will make a follow-up with our payments team regars to your refund details. Kindly anticipate a separate email from our payments team once the process is completed.

You may also visit http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans to know more information about our Refund Policy. You may also get in touch with us through our Chat Support at www.lazada.com.ph/contact/.

Best regards,
Edelyn

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Then after another follow up on received this email on 4/19/2018: Hi Dean,

Good day.

Thank you for calling Lazada.

We feel and understand you since we are a customer as well. We apologize for the inconvenience this has caused you.

This is regarding our conversation with Ms. Donna, we informed you that the refund via voucher from the item ASUS Expedition GeForce® EX-GTX1050TI-04G 4GB GDDR5 OC Edition eSports Gaming Graphics Card/Video Card under order number [protected] was already approved for refund and please be advised that it was already in process. Once processed, kindly anticipate a separate email indicating the voucher code that you may use for your next purchase.

Hope that this information will be useful.

this link https://www.lazada.com.ph/helpcenter/refunds/?spm=a2o4l.other.0.0.432466cfQwPXfM.

If you have further concerns or feel that you are not fully satisfied with the solution we provided, you can click on this [link](www.lazada.com.ph/contact) and hit the **LIVE CHAT** NOW button to speak with another Lazada Customer Service

Best regards,
Angel |Lazada.ph |

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After telling me they could not credit the credit card and that they had t issue a voucher, I received this email on 4/ 23/2018: Good Day.

This is regarding your transaction under order number [protected]. You may check your email or spam folder for the refund details. Your refund was automatically reverse back to your credit/debit card. You may check it to your issuing bank. It will reflect to your account within 5-15 banking days for the credit card and 5-45 banking days for the debit card.

We appreciate your understanding and patience with this matter.

For more information about refund, please refer to this link: http://www.lazada.com.ph/helpcenter/returns-refunds/#answer-faq-refund-ans.

Best Regards,
Grace

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Then on 4/28/2017 received this email stating they sent the refund with instructions, which is another lie: 4/28/2018:Dear Dean Toro,

Good day from Lazada Philippines!

We are glad to inform you that your refund-related request under Order #[protected] has already been processed. A separate email was sent by Lazada Philippines to the registered email address in your Lazada account with instructions and complete refund details.

Should you have further concerns about refunds, please fill in the form through this https://www.surveygizmo.com/s3/4291441/Refund-Inquiries for quicker assistance.

Sincerely,

Then after another call on 4/28/2018 received this email: Thank you for calling Lazada.

We are sorry to hear that you haven't received your voucher under order number [protected].
Please be advised that we are working for the concern that you raised from us. Once feedback has been provided, we will give an appropriate resolution for your concern.

We hope for your utmost understanding about this matter.

For more information about Lazada Philippines, you may visit this link: http://www.lazada.com.ph/helpcenter/

Best regards,
Reina

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Then I received this email on 4/29/2018: Dear Dean Toro,

Good day from Lazada Philippines!

We are glad to inform you that your refund-related request under Order #[protected] has already been processed. A separate email was sent by Lazada Philippines to the registered email address in your Lazada account with instructions and complete refund details.

Should you have further concerns about refunds, please fill in the form through this https://www.surveygizmo.com/s3/4291441/Refund-Inquiries for quicker assistance.
Never received an email with my voucher and so now back on the phone and received this email: Thank you for calling Lazada.

Then on 4/30/2018 after anther call they sent this email:

We are sorry to hear that you haven't received your voucher under order number [protected].
Please be advised that we are working for the concern that you raised from us. Once feedback has been provided, we will give an appropriate resolution for your concern.

We hope for your utmost understanding about this matter.

For more information about Lazada Philippines, you may visit this link: http://www.lazada.com.ph/helpcenter/

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So still being jacked around.

Now all I want is my voucher number and stop with the games;

I have been in frequent discussions with Lazada now for over 2 months trying to get an explanation as to why I have not received a refund for an item that that I returned and they acknowledged receipt of (Order number [protected]) . Eventually I note that the 'my returns' section has been updated to show that the return has been rejected. So where's the explanation then?! The answer is that no one knows! Nobody can provide an explanation as to why Lazada are holding on to my refund or an explanation as to why the refund has been refused. I hasten to add that Lazada haven't returned my item to me...not that I want it but the seller could sell it again. Bit like a fairground ride really...round and round.
This is just one of many complaints I have regarding Lazada. I think that I am reluctantly going to have to give up on this one...obviously I will steer clear of them in the future. These people who spend big money using Lazada are taking a great risk! As a foreigner in Philippines you look on the website and assume that you are dealing with companies like Amazon and Ebay and will get the same service. YOU DON'T! If you want to save yourself a load of hassle...DON'T USE LAZADA PLEASE unless you are prepared to lose your money. It's a gamble folks!

Im so disappointing of what happened of my item order from lazada... it's paid off already using Master card and the item declared missing as I went to main office Surigao City. and I received email said its delivered. Very stupid service please give my money back as a refund of the item missing... the lady I spoke there said it was stolen by a workers who working also there and said its under investigation. heres the tracking number of the item [protected].. can you please pay attention this concern... Tanx.. you can contact my phone number [protected]

Good morning! I would like to request you to check tracking [protected]. Apparently, on March 3, I only received one pair out of the 2 pairs of shoes I ordered from Lazada. Upon checking with them, the item is tagged as delivered, so this is with LBC at this point for sure. The last day of delivery should have been March 12. It's already March 14. Please let me know what happened and when I'll get my order.

Here is the specific item for your reference - Loafers Korean-style autumn new style women casual shoes (pink)

I received my item on 19feb and due to the battery not able to charge. I request for exchange and the item was send back on 20 feb. Till now 12 march i haven get any reply back on my items. I have send enquires via live chat agents many many many times. All agents asked me to wait but no further follow up. All asked me to wait but no one took up the responsibility at all. Please help.

My items os [protected]

My order number is [protected]. I am truly disappointed with the Lazada Malaysia's seller "Beffen".

As attached with the previous reply by "Beffen" who promised will look into my TV Box problem and will replace a new one if cannot be fixed. But until now still no one from "Beffen" contact me at all.

I have been very patient to wait for the seller to response.

LAZADA Malaysia, can you seriously look into this matter without any further delay please? I have just emailed the attachment details to [protected]@lazada.com.my and [protected]@lazada.com.my today too.

Until now you are not refunding and giving credit memo to the bank! This happen last dec.01, 2017, It was an unauthorized transaction. I'm humbling asking for your immediate respone to my complaint in Lazada, Its been how many months after the fraud transaction amounting to 71, 999 using my credit card on dec 01, 2017 and yet they did not refund or issue credit/cancellation memo that my issuing bank need to reversed it to my account. I dont have any transaction made by lazada, i do not have account to them. They Did not give me any information about their process. They told me that they will refund it but Until now they are not responding to me. the penalty is now incurring in my bank since i will not pay for the things that I did not buy.

Hi, This happen last dec.01, 2017 i received a text from Eastwest bank that my credit card was used for online transaction in Lazada. Which i did not do, it was an unauthorized transaction. i do not have any account or any Order from lazada. unfortunately the bank said that it is a valid transaction due to the OTP! That is very unfortunate now I also reported this immediately to lazada but until now they did not do anything they always said that it is already in the fraud team. its been 4 months. i did not pay the bank that is why it is incurring penalties i always coordinate with lazada they told me that they will refund it until now they havent resolved the issue! Please help
me

Once in the past two weeks I have ordered from Lazada paying with my Visa debit card. I have not used that card anywhere else online. Today there was 38, 000 Thai baht taken from my account in small amounts ranging from 350 baht to 12, 000. I believe someone from your company has hacked my bank account and stolen my money. That is the explanation I got from Bangkok Bank. I have had to cancel my card and now must wait for 7 business days for the bank to sort this out. In the mean time, I am broke.
Please investigate this.

I bought a camera from lazada ph by full payment instead of cod, ended up receiving nothing but an email saying my items were delivered. Asked their customer service and they said need to wait for 24-48 hours. After 48 hours, they said still need another 24-48 hours.

lesson learned:
1. DO NOT PAY BEFORE RECEIVING ITEMS
2. LAZADA CUSTOMER SERVICES ARE FULL OF LIES

January 26 nag order ako ng battery sa lazada at binayaran ko to sa aking paypal account at tapos ko mag order sabi nila maghintay daw akong +15day kasi ipina sea travel daw, pero mag iisang buwan na wala paring delivery na dumating kaya cheneck ko sa LBC tracking page ang order ko at nagulat ako kasi sabi nila "Your shipment was not delivered due to payment issues during delivery. Please get in touch with us through our official customer care channels." kahit bayad na ako sa dilevery bakit ba ito nangyari masasayang lang ang pera ko..paki tingin ang picture yan po ang proof of paying ko sa kanila pero hanggang ngayon wla paring dumating

date of the incident -16-12-2017
client number- order no [protected]
invoice - [protected]
fulll description
I was purchasing my iMac retina 5k desktop. I receive all goods and I receive my tax invoice are totally different from the platform asking me to fill both address.
delivery address - 26B JALAN PAUH KIJANG 3/3KU BATU BELAH 41050 KLANG SELANGOR
billing address - 21 JALAN SAMARINDA 21 TAMAN EMAS BATU 3 1/2 KPG JAWA 41000 KLANG SELANGOR

when I ask for lazada please change the address they mention unable to change already after purchase the stock and delivery - What for lazada show us the platform to edit delivery and billing address?this is not works make me confusing. If the billing address can't fill the address please move out do not let customer to fill. Right now I wanted to claim my gst also can't unable to change lazada mention. I may going to report to gst department Malaysia by law gst department mention can change the address if the original tax invoice are wrong key in. But lazada mention unable to change. I really don't understanding a small issue to change address also can't.i also doing my own business and pos Malaysia berhad previously also key the wrong address but they can edit back for me please help me solve this case. End of January I may submit all my gst claim and tax invoice thanks .

regard kenny

My order number is [protected] (Bluetooth Headphones, Wireless Headphones Bluetooth 4.1 Earbuds with Mic Sport Stereo Headset, Sweatproof Earphones - intl ). I ordered it last December 1, 2017. It was supposed to be delivered on December 8, 2017. Since I was not around, we agreed with the courier to just re-deliver it on the 12th. I waited on December 12, 2017 but no package arrived. On December 15, 2017, I received a text message from Lazada informing me that the item will be delivered. I waited and still no package arrived. When I tried to track my order, I was surprised to know that they change the delivery schedule to December 16-23, 2017. I waited but still no package arrived. I already escalated this concern to four of their customer service representatives (ALi, Jingle, Xandra and Alvin) but to no avail. much to my dismay, my other orders, which i placed almost last week of December, already arrived. but this one is still in Limbo. The couriers could not even give me answers. They gave me contact numbers of who could possibly answer my query but have not received a single reply. I can't help but think that this is just a scam. They will make it appear that the order has not been delivered so that customers will be forced to re-order another (For COD Basis). Crap! This is just crap!

Ref. to my order no. [protected] dated 27/11/2017 from Lazada Thailand, for a Fuji Xerox Printer, and a Fuji Xerox toner.

However, on receival of the merchandise, the printer was correctly delivered, but the toner was of a different brand and model. Consequently, the toner was returned on the same day via the 7-11 convenience store on 30/11/2017.

To this date, 3 January 2018, I have not received any refund or any significant update on the returned goods progress despite several follow-ups to the Customer Service Call Center, emails, or chats.

I have been given the runaround and standard customer response on every encounter with your center.

Therefore, my question is; will I ever get my refund back ? If yes, when ? And how does Lazada plan to prevent such incidents in the future ?

I ordered an item from Lazada (order #[protected]) on December 12, 2017 which was a christmas gift for my son. The initial date of delivery was supposed to be anytime from Dec. 15 to Dec. 23. Come December 23, the item has not been received so I followed up. Was advised that item was with the courier (Ninja Van). Was given the tracking number for the shipment, was apologized to, was advised item cannot be cancelled because it was with the courier already and was advised that the item will be delivered on the 29th. I checked with the couriers website and the status was pending pickup. I followed up almost everyday from the 26th on to the 29th because the status has not changed ... was assured by several reps that item will be delivered on the 29th.

Come the 29th, no delivery. So followed up on the 30th and I wanted to cancel the item. I was still advised that I cannot cancel the item because the item was with the courier. Followed up on January 2nd and 3rd and still was advised to just wait for feedback from the courier.

I cannot believe this. My money is being held hostage by the courier. If they don't ever answer then I will never get a cancellation and I will also never get a refund on an item I paid for but did not receive.

I am thinking of consulting my legal options at the moment.

I bought a couple of items from Lazada for the very first time recently and when the products arrived, they were obviously non-originals and just thrown into a plastic sandwich bag. Extremely disappointing to say the least.

I immediately returned the products to Lazada. Although Lazada acknowledged receipt of the products and agreed to process the refund, it has been over three months and my money has not been returned. And they refused to reply to any of my email follow ups.

This is truly a sign of a dishonest, non-trustworthy company and I would never purchase from Lazada ever again. In fact, I'm so annoyed with them that I'm taking the time to post feedback on public websites to warn others not to fall prey to such an unscrupulous company and I'm warning all my friends as well.

I ordered this phone last December 11th using my credit card which supposed to be a xmas present to my son. I raised the issue on your live chat since I already received the OTP for the other 2 phones but not this specific order ([protected]). Ive spoke with 2 supervisors specially Sara who promised to get back to me a few times to give an update but until now she did not contact me back. As you can see the order supposed to be delivered or ready for pick up from Dec 13 - 24 but until now none is really working on this just false promise! I cant even cancel and refund my payment because it is in shipped status!

Omorder kami sa lazada ng 18k saudi gold bracelet with a weight of 1.50 grams.. Pero pag recieve hindi tugma sa kung ano nakalagay na description.. Nung tinimbang nasa 1.1 or 1 grams lang! Manloloko kayo you mislead people and agad po namin binalik since nagbayad kami ng 5k para sa 1.5 grams na item only to found out 1 grams lang! Sobra kayo manloko, mandaraya hindi po namin pinolot yung pera binayad sa inyo kung saan lang at ang item na yan pang regalo sana sa kapatid namin sa pasko pero.. And we ask for a refund sa lazada pero binasura nila yung reklamo namin at ayaw ibalik ang pera namin.. Everyone should know this.. Patagal ng patagal nanloloko na ang lazada at ayaw pa ibalik ang pera namin.. We will spread this to all groups online and lastly we will file a report sa dti sobra sobra na kayo lazada

Booked above product on 16 Dec'17, paid and confirmed, email also received. At time of ordering the seller had 3 in stock and immediately after my order I clearly saw 2 in stock.

Was to be delivered between 21 & 27 Dec. Had Chat with Lazada on 21st to reconfirm delivery date because it was to be a surprise XMas gift.

Suddenly on 22nd Dec without any reason, Lazada sends email saying my order cancelled due "customer orders" and they effecting full refund.

I immediately got on Chat and had a very long Chat (over 45 minutes) but the Lazada rep simply spun circles. It was pathetic. They simply asked me to reorder leaving me in a multiple quandary.

They assured me the Supervisor will call me but nothing.

My money was locked up, it was almost XMas eve, no other Seller had same price.

I will NEVER use Lazada again for sure. Many other BETTER online stores to use.

BYE BYE LAZADA. GOOD RIDDANCE TO YOUR RUBBISH SERVICE AND YOUR FRUSTRATING WAYS.