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Lazada Southeast Asia
Lazada Southeast Asia Customer Service Phone, Email, Contacts

Lazada Southeast Asia
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1.2 305 Reviews

Lazada Southeast Asia Complaints Summary

15 Resolved
289 Unresolved
Our verdict: If considering services from Lazada Southeast Asia with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Lazada Southeast Asia reviews & complaints 305

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A
11:14 am EDT

Lazada Southeast Asia Complaining about the Hub Supervisor

My son is an IC in Lazada CON HUB. The manager supervisor Carmel Matunog gives him a trip with different areas eveey schedule trip. How can he perform and get KPI if everyday his area is different? Not everyday because they will not give him trips everyday. For the past 5 months he wasnt able to work everyday. Sometimes only 2x a week.

Desired outcome: PLEASE CALL THEIR ATTENTION

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11:50 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Lazada Southeast Asia Failed Rules

Hi, This is a full exposure to The break down in lazada system when its runs with people who dont flexibilty of actually working and doing nothing.

a) When you break a rule indirectly or directly, instead of a warning first, they straight give points.

b) Points are still given if item is sold out(It took me mths to realize that u need to deactivate the item. If not, they can still give u penalty
after mths that it is sold out.

c) When u look at their contract, its seems that they don't have any idea that there is a possibly that their rules and regulations may need to
be improved over time. They are ignorant to the fact and as the site, it is hard for them to understand that they may actually be wrong.

(As regards on this, warnings are provided through the growth center and the penalty is also included on the Marketplace agreement and policy.)

d) everyone one in a while they overcharge and and are not a perfect site. We need to constantly check that they are doing it right or wrong.

e) Feedbacks - the entire system is a mess waiting for trouble to take place. The automatically put 7 days return. Which customer takes advantage
and buy items and when they realize they didt do enough, they blame seller and say product is defective.

If u do a dispute, it takes them a while and WHEN buyer loses the appeal, they still are allowed to give seller negative feedback. So may companies
chose to refund as lazada has chosen to allow sellers take revenge on the sellers with negative feedback. And when u fight for that issue, they
want us to contact the buyer to change his mind. Which means, LAZADA does not care about its sellers.

Now it comes with communicating with the person in charge,
It takes ages for someone to put a name in the email. After demanding for it, i get this person.
Michelle N | Partner Support Associate

In Many Situations, when u become to big of a company, you know that when the company refuses to reply back with a call back and only reply with
fix words.

I have already forwarded your response with our respective team. Rest assured that we will get back to you once we received feedback from them as soon as possible.

Now what's the thing that does not click?
how is it that u give a penalty for mistake for a duration of 1 Year
how is u give penalty for non-active item?
how can a person post something that has a negative word and gets approved and penalty later

I agree that most of my deals USED to be from lazada, but because of the penalty and the sales focus on the monthly basis, revenue has dropped.
If u google up, their review aren't that great. And all this is after it was acquired by Alibaba.

And problems are fixed only when its made public.

So, in short.
Michelle N,
I think you're in the wrong Sector. Copy Paste won't help you or your employer.

Not Sincerely
Jaidev
Barely A Member of Lazada

PS, I will put in Effort, Though i am not being paid to post in in whatever platform i see fit
Let see how long it takes for u to stop ur automatic replies and salary being paid without checks

Desired outcome: Change of rules

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2:40 am EDT

Lazada Southeast Asia Refusal to refund and poor customer service

Lazada did not deliver that I purchased using Lazada Wallet. Their commitment is that if refund is via Lazada Wallet, it will only take 24 hrs. This is not true and their chat reps just disconnect chats and refuses to refund my money or escalate my concern to supervisor. Not recommended

Desired outcome: Moneybacm

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8:56 am EDT

Lazada Southeast Asia WIDRAWAL of my money

I ordered a phone, cashed in 7500php on June 6, 2021 to my Lazada wallet and I was attempting to process the payment but it was unsuccessful. I called your Customer Service and asked what happened to my order. He said the item was no longer available and he told me to request a withdrawal instead. He processed the withdrawal request on June 6 and said it will take 7-10 business days only but 10 days has passed and I never received an update or callback. I contacted CS via chat and the rep said he would follow up my withdrawal request. Days has passed again and nothing happened. I tried contacting CS via chat again and while I was typing my request they just ended it. I spoke with Sheila, a supervisor, who I thought would help me. She requested another 7-10 business days and promised to give me updates but she was lying. I didn't receive any update from her. This is very unprofessional. I then received a call back from a gentlemen and he assured me I would receive my money within this week. He was very confident and told me that my withdrawal will be released within that week.

Unbelievably terrible customer service. You kept lying and do not pay attention to customer's request.

One of the supervisors sent me an email with the following statement:

Please expect for the LBC remittance code to be sent to your registered email address on or before July 23, 2021.

Regards,
Maria-Supervisor
Lazada Philippines Customer Care Team

Up until now, my money is still held in your system.
June 6, 2021 was requested but it's already August 1, 2021. Almost 2 months. This gives me stress everyday.

What is the progress?

You keep saying "let me follow up", "this one is escalated." You repeat that million times! Please! I need an action. I've waited for too long.

I almost gave up. This is a big headache.

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4:06 am EDT
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Lazada Southeast Asia Slow delivery service for 292951109108700

As stated and committed by lazada, 30/7 is last allowable delivery date. However when I checked on my status thru cleo and lazada fb, I was told to wait for another 3-5 days.. Else cancellations and refund will be performed after 15days, this is cheating customer and not acceptable

Desired outcome: Delivery must reach by 30/7/21

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9:22 am EDT

Lazada Southeast Asia Return rejected for wrong reason and dispute management team was unprofessional

I am very disappointed with the negative experience with this seller (Alexis) and Lazada Dispute Management Team (DMT), when I returned 1 Kate Spade handbag due to product mismatch from picture posted. Hence, I am writing here to raise awareness on such issues so that buyers are aware:

1) It is very disconcerting to know that sellers can post misleading pictures and not address such return in good faith.

2) Lazada seems to have a platform for dispute management. But in practice, there is no effective communication/understanding as we are not able to click on a response or write email to the team, and they would eventually reject return for reason that buyer did not respond, though I have repeatedly called the call centre whenever I wasn't able to click reply.

Given the above negative experience, I would never buy from such a platform who do not look into customer's interest in good faith. Buyers Beware!

Pls refer to the following sequence of events:

9 Jul: I received one Kate Spade bag I have bought from a Lazada seller, Alexis.

When I noticed that the bag comes with 2 tones (with a white base), which differ from the picture (which comes with 1 tone), I clicked return within the 1st hour of receipt and contacted the seller and informed her that the product does not match what was shown on the platform and send her the 2 contrasting pictures. The seller rejected my return request and claimed that they do not return due to change of mind and indicated for me to raise a dispute.

10 Jul: I raised a dispute, with clear indication as above.

11 Jul: Dispute Management Team (DMT) asked me to show evidence. I tried to click on the icon, but was unable to proceed. Hence, I called the call centre and spoke to Mr Ralph. I asked if this is because DMT did not receive my pictures and do not have a clear understanding. I was informed the pictures were well-received and Mr Ralph also agreed that the pictures were different, though he deferred to his DMT's decision. I asked for DMT to call me or retract the message as it would be unfair to reject my request for the reason that I can't click on to respond.

Subsequently, I tried to click on again in the evening and was surprisingly able to click on to reply.

12 Jul: DMT asked me to show evidence again.

13 Jul: As I was not able to click on to respond again, I called the call centre and again spoke to Mr Ralph. He mentioned his DMT colleague, Ms Michelle, is looking into my request and would reply soonest.. I asked for Ms Michelle (DMT) to call me as it would be unfair to reject my request for the reason that I can't click on to respond.

14 Jul : DMT rejected my return as I did not provide evidence in time. Again I was given 4 days to raise dispute, when I tried to click on, there is no way I can respond.

I was very upset at how badly and unprofessionally Lazada DMT manage such disputes and called the call centre and asked for Mr Ralph to get the DMT to call me by this week. Again, there is no reply from DMT.

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10:07 pm EDT
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Lazada Southeast Asia Money never come back

hello,
I always not recieve my gcash back sincecjune 2..
4088php...

On June 2, I order a electric scooter, on lazada.

Brand new Eswing es09 electric scooter
Order tracking # [protected]
Price 4088 php
Placed on 02 June 2021

My paiement was successfully

Your paiement of 4, 088 php to Lazada PH has been successfully processed on 06-02-21.06.05.53 Pm Ref N* [protected]

On 03/06 03.32 they delete it, without reasons

ITEMS ARE AVAILABLE FOR SALE WE SELL ALL BRAND NEWS ITEMS PM US ON. ESSENGER @RUDY LAURE

We only accept pay. ment via G'Cash directly to courrier service account.

Order status tracking #[protected]
Status: REFUND ISSUED
Placed on 02 June 2021.06.05.52

Since June 2, never recieve my money back (4088php)

Case lazada number [protected]
Case lazada number [protected]
Order No. [protected]

I DONT RECIEVE MY MONEY BACK

Thank you
Francois PERRET
[protected]@gmail.com
+[protected]

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4:46 am EDT

Lazada Southeast Asia Unsubcribe to emai notifications

Team,

I need to unsubscribe from all of Lazada, s email notifications. I have not subscribed for in the past and also I do not hold any account in your applications.
I'm surprised to see all your notification emails and it is also wierd to see where the unsubscription link is taking to Lazada online shopping site asking for customer login where there is no necessity to login to your application.

I would need to take an immediate action on this and stop sending emails to the below email id
[protected]@gmail.com

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2:23 am EDT
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Lazada Southeast Asia 3PL Pick Up and Delivery Service

Pick up and Delivery of items are taking longer than expected... The Courier either closed down and they have no options to resolve the issues... All their contact numbers and email address are no longer working... Been following up for weeks now, even the support call center keeps saying they have not received any feedback from the third party logistics so they tell people to wait while they also wait...

Desired outcome: Need a definite time of shipment schedule

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12:07 am EDT

Lazada Southeast Asia Rejected refund for duplicate order

Hi

My kids have erroneously placed duplicate order for the same item twice (from same seller).
Requested for refund from seller but no reply.
Raised to customer service and was advised to reject item when it reaches us.
Did that but was rejected by delivery man.
Complaint again to customer service and was told will provide a satisfactory resolution. Just received response today that it has been rejected as seller already shipped item and we should have checked! This is ridiculous! Pls I demand for a refund! This is really a dishonest seller as I noticed I had purchased with him/her before at another platform and had issues too!
Thanks!

Desired outcome: Successful refund

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3:12 am EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Lazada Southeast Asia Ngọc Bích tree: Lazada VN delivered dead tree in cheap plastic bottle versus alive tree in ceramic bottle as picture advertisement

- I placed an order on line dated : June 5, 2021. Order : #[protected]
- Product : Cây Ngọc Bích for price : 200, 000 VND + 44, 000 VND shipping fee. This order based on the advertisement picture in Lazada website (picture in link
https://www.lazada.vn/products/cay-sen-da-ngoc-bichcay-sen-da-ngoc-bich-i1256278611-s4689438154.html?spm=a2o4n.searchlist.list.1.6f3b3c15dXDEFG&search=1)

- But, they delivered to my door a dead tree on June 9. Totally different with the Lazada picture (Note: all pictures have provide Lazada as evidences
- Lazada promise many time to take it back and refund but nothing happen.

Desired outcome: official apologize and refund

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Update by Manh Duong
Jun 14, 2021 3:18 am EDT

added : from June 9 so far, every time I call hot line : 1900 1007 or e mail : Lazada Vietnam Customer Care : there is a different staff reply that : he/she will pass issue to the person/ department in charge to solve my request within 48 hours.
today T2 14/06/2021 1:30 CH : the latest mail I received said that I should wait for another 48 hours for Laza da respond.

Resolved

Refunded after many complaint mails/calls to Customer services Department, without any apology as per my request. Process of Lazada to solve problem is very slow, bureaucracy and not transparency to customers. In short, I will have never try Lazada again due to this experience.

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8:13 am EDT

Lazada Southeast Asia Unethical business practices

31-May-2021
dispute case# [protected]

Unknowingly made a mistake on an item (paid a 10kg price for a 5kg item) and received a 5kg item. I tried to request for a refund but was refused on the basis that "correct item was delivered".

Unethical, third-world business practices. Customers make mistakes too and there should be a recourse made available. Vague, misleading information on main website. The Customer service is basically useless and redundant as unable to prioritize customers.

Desired outcome: Refund

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4:11 pm EDT

Lazada Southeast Asia Fraud transaction - displeasure on how your office has handled my reports

Was a fraud victim last November 2020 and have reported immediately to Lazada when I found out we unknowingly gave sensitive data to alleged "bank person". Have called both bank and you to help us cancel the transaction. Have received varying responses by different customer service representatives but still did not reverse the transaction. Can you please advise on where to send all the proof of conversations and responses from your end so I can start to sleep in peace?

Desired outcome: Reverse the fraud transaction and return the money credited

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10:39 pm EDT
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Lazada Southeast Asia Electrical GRILL

I ordered an electric grill and received an electric sandwich maker instead not what was in the photo that I wanted!. Been talking online with lazarda chat agents many times and nobody can help me! I tried to fill out the return form online 6 times but everytime I get to where I have to send a photo I cannot do that on my laptop? Hope you can help me fix this problem as I am a good customer

Desired outcome: Want what i ORDERED !!! not what the SUPPLIER wants me to have ,or a REFUND

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4:33 am EDT

Lazada Southeast Asia Refunds for cancelled orders not yet received

Hi, please refer to the reported cases below and take immediate actions for refund. It has been more than 15 days every time I contact Lazada help centre they just keep me saying the case is filed and will update you within 24-48hrs and still I haven't got the refunds.

I have complained to lazada help centre more than 3 times in the past 2 weeks and no proper refunds is made yet.

Case: [protected]
Item Name: LadyMuse Womens Short Sleeve Printed Maxi Dress Casual Loose Kaftan Baggy Long Dresses ZANZEA
Order Number: [protected]

and

Order Number [protected]
Item Name: READY STOCK Plus Size Fashion Casual Women V-Neck Short Sleeve Long Floral Print Slim A-Line Dress
Order Number: [protected]
Refund Amount: 8.80
Refund initiated Date: March 27

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9:04 am EST

Lazada Southeast Asia Dispute handling not professional

Lazada customer service and dispute centre,

Your way of handling dispute is really not professional and you just wanted to quickly close the case.

The seller replied with the following.

Comments:Evidence was provided by seller, postscript:Hi, the first time customer return the phone to us is due to a software issue, which she upgraded the operating system not in tandem of the recommended procedure and the fingerprint software was lost. This, we already solve for them . Now, she claims there is a sound issue which we need to investigate the cause before we can advise on the next steps. That is why we need her to sign on the service form and return us the full set which include all the accessories. .

You did not even verify with me on the above and you just quickly reject and close the case within 4 mins (See below)? Is this how Lazada handled dispute for all cases? My statements on the whole process have been consistent since day one when i contacted lazada while the seller claimed that i did a software upgrade only after numerous emails.

Firstly, I did not upgrade the software and the fingerprint was not working from the day I received it. The software upgrade was done by the seller side. If i was the one who did the software upgrade and the fingerprint software was lost, do you think the seller would still be willing to send the handphone back to china to get the technician to install the software again free of charge? Secondly, the seller wanted to charge me when i went back to him again later on the other problems surfaced.

Below is the detail of the events with the seller:

15 Dec 2020: I received the phone on 15 dec and the first problem came up. I wasn't able to use the fingerprint security feature. Immediately i inform Global Tech on that same day.
18 Dec 2020: I went to their shop to return the phone with all the accessories
30 Dec 2020: I contacted the personnel to ask for the status of the phone.
5 Jan 2021: Global Tech informed me that they will check the status and confirmed that i can get it from their office on 7Jan.
8 Jan 2021: I collected back the phone but did not notice the screen protector was not there.
14 Jan 2021: I sent chat to them again on another problem I faced. The problem is when calling/receiving a call, I am unable to hear the other party which mean the phone receiver is faulty. I didn't find out this problem until someone called me.
There is no reply from the seller thru the chat.
15 Jan 2021:I contacted Lazada [[protected]] on this issue.
25 Jan 2021: Lazada [[protected]] replied that I can bring the phone down to their shop to fix it.
27 Jan 2021: I went down to the shop and the seller told me that there will be a service charge as the warranty of 30 days is over. I told the seller that the phone was faulty from the day i received it. You can see the timeline from the attached file. The first time i went down to hand over the phone and the day i collected it back was 3 weeks apart. And just a day before yesterday, I found that the earphone connection is not working too. I am unable to hear anything after i plugged in the earphone.

In total, i have found 3 problems ever since i got my phone on 15Dec and there could be more as I have not tried all the features. I have been to their shop 3 times (the 1st and 3rd were to pass them the phone, while the 2nd were to collect it back).

I do not agree that it is beyond return policy (7/14 days), there is no chance for me to do so as the handphone was with the seller from
18 Dec 2020 to 7 Jan 2021, a total of 20 days.

It is very obvious that the seller is trying to go around the return policy and also the 30 days warranty period.

There has been no issue with my other purchases except for this seller.

I am extremely unhappy how this dispute has been handled as Lazada is siding with the seller.
Is this how Lazada treat their customer?

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11:58 pm EST

Lazada Southeast Asia Lousy Service for online shopping

Parcel getting delayed and delayed and delayed
Customer Service never provide solution instead just steering around the garden by giving empty promise, then break the promise again and again.
Keep on emailing the "automated" email to please customer saying Lazada is concerning customers! But the more automated email without solution you get from Lazada, the angrier you are!

Desired outcome: Solid solution from Lazada

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2:31 am EST
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Lazada Southeast Asia There is no customer support

Let me go through this in time sequence order. Firstly, on my mobile phone when I click on a Lazada product Google Play Store launches. I cannot stop this behavior and the site does not work. Next, when I tried to complain I found out that there is in fact: No customer service chat or email. There is a phone number or a chat bot that is falsely represented as an agent. Then for all my trouble I can no longer log into Lazada without email verifications. Stupendously annoying. I want an email address for support, and I want Google Play to not be launched on my mobile, finally I DO NOT want to have to verify my email on every log in.

Desired outcome: Fix my log in, Do not launch Google Play without permission

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N
Not AI
Kuala Lumpur, MY
Jan 24, 2021 6:42 am EST

1. The attached image found on search engine cannot be found on Lazada's platform when I clicked on 'visit site' of the item. No item of such price and weight.

2. I am also faced with problems similar to you with my account profile issues. I want to be able to contact a customer's service via email, AI agent CLEO won't be able to resolve my problem. I want to be able to access to Lazada on website platform not to be kept directed to apps platform.

Thank you

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M
5:00 pm EST

Lazada Southeast Asia Refund withdrawal

Lazada Indonesia are refusing to deposit my Lazada wallet balance into my bank account, Im a foreigner living here with a valid Kitas and an Indonesian bank account, they referred me to Dana who gave this response:

Regarding your request to withdraw your balance to bank account, Tony informs Ms. Tshabalala that 'Send Money' feature can only be used if you already upgraded your DANA account to DANA Premium which can only be done if you have an Indonesian KTP (ID Card). If you still have a DANA balance, please use the available balance for the following services:

Online transaction at Lazada to buy products such as: e-commerce, mobile credit/data, PLN (Electricity), PDAM (Water), etc.

Buy cinema tickets through TIX-ID application.

Buy shopping vouchers through Ramayana application

I don't need any of these services, only my money, please assist me in any way you can because I want my money back. My email address is: [protected]@gmail.com/ +[protected].

Desired outcome: I want to withdraw my money from Lazada wallet

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2:38 am EST

Lazada Southeast Asia Poor delivery and returns

Lazada order [protected]- 4 items purchased on 11th Nov.

1. Baseus 15W Visible Qi Wireless Charger - not working, seller accepted to return. but up to today (24th Dec) more than 4 weeks still no pick up. Lazada not able to trigger a return pick up successfully (feedback due to technical failure!). Meijie from Lazada is following up but still no closure.
2. 6 Inch Brushless Electrical USB Fan - failed to deliver (possibly lost by Cainiao in China)
3. 90 Degree Reversible USB Cable - failed to deliver (possibly lost by Cainiao in China)
4. Ultra Boost Shoe - delivered with external packaging severely damaged

Desired outcome: Prompt refund for item 1. Baseus 15W regardless of Lazada's internal technical error.

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Phone number

+63 2795 8900

Website

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