Lazada Southeast Asia
reviews and complaints

My first order
Seller CONE NINI on Lazada.

https://www.lazada.vn/shop/cone-nini?spm=a2o4n.order_details.0.0.13225d0aCDSfMX

I ordered badminton shoes and when the order was delivered, it was a pair of NIKE shoes.
The seller was late to deliver and just sent any pair of shoes, it appears that it has happened before, I contacted the seller many times to complain, they just said 'cancel the order'.
Lazada.vn have done nothing, the seller even cancelled my refund not once but twice.
Lazada.vn appologise but do nothing.
Spoken to them 4 times about this? Poor customer service.

Order details:
Order #[protected]
Placed on 16 Dec 2019 19:39:12
Paid by card xxxx-6001
Authorization Code 051516
Total(VAT Incl.)₫838, 900

I am in dispute with the seller, lazada.vn have set up a meeting within 48 hours. This has gone on for 4 weeks with no refund from the seller.

My second order
From a genuine seller on Lazada Mall - ZUZG Store.
I ordered a USB 'C' docking station - USB Loại C HUB Đế cắm USB-C sang HDMI Dock Điện
https://www.lazada.vn/catalog/?q=zuzg&_keyori=ss&from=input&spm=a2o4n.officialstores.search.go.3ed36780d6pgDQ

Order # [protected]
Placed on 02 Jan 2020 22:13:34
Paid by card xxxx-6001
Authorization Code 016055
Total(VAT Incl.)₫1, 075, 800

The seller was annoyed that I gave 1 star, I did this because the item never worked and almost broke my phone trying the charging USB type 'C'.
The seller said their products re real and not fake, they cancelled my refund.
Iam going to speak with a specialist Lazada customer service to resolve the matter.
Its gone on for weeks, the seller should have just accepted the score and refunded.

Overall I have over 100 orders on lazada.vn, I only have trouble when I need to send things back.
Lazada.vn has a poor returns service, they do not chase up the sellers.
It appears that lazada.vn do not want to upset the sellers at the expense of the buyers (who pay the bills).
A poor service has left me looking for a new online site.

I already paid for the Item, I ordered 2 pairs of shoes and one pair shoes is missing. I was just t advised the to file a refund request. No direct assistance given. They even failed to acknowledge the concern properly, not even once was I informed why I need to do refund for all I'm asking is the item to be shipped to me for I was expecting it and I already paid for it.

I have filed shipping fee disputes because Lazada charges me 8 times higher shipping fee than the amount paid by my buyers. However, Lazada resolved and closed the dispute without any reason (see attached files for details). I followed up with Seller Center CS but to no avail.

I would like Lazada to refund me ASAP & promise not to charge the same in my pending orders for delivery.

Seller center customer service doesn't seems to be helpful as until today I see that it continues to do the overcharging in my current SOA 12.02-12.08, 2019) Hoping that this page can help me please.. Thank you.

I was scammed sept 16, someone pretended to be from starhub and uob, they said I won in changinrewards, since i am a starhub, changi rewards and uob user i believed. I gave my otp because the guy pretending he was from uob said i need to give otp for them to be able to transact money since it was a big amount. When i realized i was scammed it was too late they got my money already, i immediately called uob and filed police report. Uob told me someone used my account to purchased from lazada. I immediately called Lazada but they dont want to cancel and told me they will wait for the investigating officer and once it is proven that i was scammed that they will refund my money even if the transaction is already completed. I have been following up with them calling and writing them email. But in the end they changed their words saying they cant return my money since i gave my otp which they knew from the start. And now i kept emailing them i called them
Also but no one is responding to me already. No reply on emails, the last person i spoke to in their call center said she will ff up the case and send me email but they never send an email its like they are completely ignoring me. They knew i was scammed the first day it happened i evern emailed them the police report and asked them to hold the order made from my credit card but they didnt cancel.

Hi, im writing in with regards to the merchant (prompt pay) on lazada thailand. Product was purchase on 11/11/2019. Ten days later i sent a msg to seller only to get a reply he doesnt have enough product. So i waited without complaints on the date he suggested on sending. Today on the 25/11/2019 seller canceled my order making me lose the promotion discounts and seller increase the price of the product. Seller doesnt honour the deal making me the buyer on losing out. He just doesnt want to sell the product with discounts. Wasting my time and money.

I comment about the product I received 6 days ago which was a cage for a puppy. I do understand the size but feel disappointed when I put my puppy inside and can escape. Not strong enough to call it as a cage. How am going to say if this is a cage, If even a puppy can escape to it. Today I received a message from gigglesph and I'm shocked when she responded me rudely than apologizing since I couldn't use the item. You'll find it below how she respond to a client. Making more problems than resolving it.

Order number: [protected]

Items received with top cover damaged. I requested the seller to take back the item and fix/replace with the new one. Unfortunately, they asked us to send from Shah Alam to Perak. I bought things online which expecting door to door service. Please help to settle this case as the seller very irresponsible in taking liabilities of the damaged items..

I ordered on 9.9.19. But seller never ship out my order until today 24. 9.19. Seller had approved my request for cancellation as he had no intention to ship out my order. But Lazada officer keep extend period of delivery, from 20th to 23th then 24th. And still not allow cancellation until today. Please assist me in this matter and action should be taken against the seller as wasting a lot of my time in live chat, call and email. Complain in Facebook also no reply.
From
Joycelyn gan
[protected]
[protected]@gmail.com

I recently made an inquiry regarding the whereabouts of my order and my comments on their facebook page was ignored and filtered so nobody can see. Until now my order was not delivered its been few weeks delay! That would be my last purchase from lazada, because buying from them is very stressful. I would rather pay more for a stress free purchase! Don't buy at Lazada!

This is my first time order from Lazada and this will be last time also.
I am very disappointed for your service.
When I order, it tells me I will able to receive the item between 13 to 16 of Sept.
On the 13 of Sept I receive sms that it will deliver to me on the day. At the end of the day I didn't receive it and I check the status, it shows rescheduled.
I call Ninja van and only tells me there is an issue on the item. The item is under investigation and will reply me on 16 as it is the last day for promise delivery.
Until Monday no one call me and I have to call back for update. I ask what is the issue and the only thing I get back is to keep waiting for the item to be deliver to me without a exact date.
On the 14 of sept I order from shopee and I am able to get it at 17 of sept.
Until today still no news about the item I order from Lazada.

I'll make this short. Lazada looks like a reputable online company but is no different then scammers doing business at your local palengke (market). And I feel bad for their customer service call takers who receive the angry calls from irate customers. And all you will ever receive from their customer service is pre-written responses from commonly asked questions and complaints. If you have a specific issue that you need answers to then forget about it, you will not be helped. You are gambling your hard earned money when you shop with Lazada.

This is not the first time this has happened. They have the WORST customer service, they have rude registered sellers that get away with being rude to customers, they do not value your time or effort trying to correct their website's mistakes, and their service is just crap.

They make you suffer for something THEY did wrong.
Last year or early this year while I was checking out an order their website GLITCHED and had an error, I was paying online and they debited me but CANCELLED my order. It took them 5 MONTHS to give my money back, and that's with me following up with their hard-to-converse- with "representatives" who never offer a solution.

Since then I have switched over to a different online shopping site unless I necessarily have to buy directly from Lazada, but I never choose online payment anymore.

One single last thing I did appreciate is that they offer discounts for mobile load credits, so obviously to avail that I have to directly pay online, until just a week ago, same thing happened again, their website did the modus of glitching, cancelling the order, but charging to me card immediately.

Now I did not get what I was surely buying, and they give me the same run-around they gave ne not too long ago -- I have to wait 45 DAYS for it to come back to my account.
1. I should not have to wait for something that isn't my fault.
2. You did not give my my item, you cancelled my order against my will. You are SCAMMING me, and are stealing from me.
3. Your representatives do not listen: They NEVER APOLOGIZE, they do not care about the predicament your faulty website puts customers in as victims, they do not even take note of the correct email address you want to receive updates to despite it being clearly repeated and clarified all through out the chat conversation. They also refuse to escalate, despite the customer doing their best to remain calm despite this horrible service they are being provided with. I was clearly promised a phone call from a manager -- OBVIOUSLY THAT WAS A LIE. I was promised a call first thing on MONDAY, it's not SUNDAY AND MY PHONE IS SILENT.

I want to take this complaint to a higher up. This is unacceptable and this is STEALING.

I share this bad experience of shopping online at Lazada Indonesia.

As usual I only shop at Lazada Indonesia's online store. Usually safe and no problem.
Because I was interested in a special discount on 9-9, I bought 5 items in one order ((Order [protected]) and 1 more item in another order.

A few days later I received a notification that one of the items will be sent on Tuesday (Receipt LXRP-[protected]).
After I waited all day at the office, no order arrived on that Tuesday.
Then on Wednesday I received a notification back that the second order had also failed to ship, and would be rescheduled for the next day. Until Thursday I receive a notification back that the delivery failed, and the item will be returned to the Seller.

It was very strange if the LEX ID courier came to my office twice, without meeting me or my other colleagues. Because since Monday I haven't been out of the office at all!

From the Log Security book at Gading Riverview, I also found no record at all about the delivery or arrival of the courier from LEX ID for shipping this order outside office hours.

For me this is serious, and clearly detrimental to me. Moreover, with several other orders that have not yet arrived. Will all experience the same thing? Why did I bother taking the 9-9 Promo Event?

If this were true, I would feel that I was lied to and cheated by Lazada. Why is the 9-9 Promo held and I have to make a (virtual BCA) transfer for a mere lie?
I am not willing to accept a refund, because I have lost time and feelings.

At the moment I have given reports to CS LAZADA for 2 times 24 hours. Hopefully the best way out for me.

Bought two items on Lazada Malaysia 9.9 promotions.
Entitled for a discount for buying two items from the store and also a discount for purchase more than RM500.
One item dropped off when i proceed to check out (not sure why but not because of unavailable), i have been directed to payment page for single item.
I then search the missing item and add it into the shopping cart and check out for second attempt, failed. Finally managed to check out the item in the third attempt.
Contacted seller but seller said they cant do anything with system error and directed me to contact Lazada customer service.
Approached Lazada customer service live chat, asked me to explain the situation but after all, he just replied to apologise for any inconvenience caused. Inconvenience? to them my loss of the entitled discount is just inconvenience.
After a long chat, he then only offered me a voucher worth not even half of the entitled discount.
throwing all the excuses and apologies, even mentioned that there were high traffic on payment gateway during the sale peak and errors are very normal, many of their customers also entitled the same problem.
What a customer service, pushing responsibilities to buyer.
the promotion is subject to your luck, if buyer happened to encounter system error and lost the discount, too bad but they could just show their sympathy but nothing else.
Cant believe that this is a sale platform. Not responsible and excuses givers.
Treat buyers as beggars when comes to any problem arise.
Moreover, customer service claimed that i was hogging the line when i repeated my situation and dis-satisfactory.
In a more-like-threatening tone told me, i can always cancel & refund the whole purchase.
Didn't see from any point that their customer service is helping to resolve problem, but just pushing customers away by claiming them hogging lines and trouble maker.

I have been trying to replace my Cuisinart Griddler which is not working since the day has been delivered to my address in 16 of August 2019. Customer service is not qualified to deal a problem like this, recently it's been escalated another customer care agent but still no solution, there is even no satisfy communication with me, I am extremely upset and don't want to believe that the store who provides the product is only store they work with, they could find a way to solve my problem if they care enough...

I have been buying from lazada for the past 10 + years. Recently I purchase and item and it was defective. I returned the item immediately - [protected]) but the item was returned back to me because I selected the wrong reasons for return. I choose "not as advertised" as against lazada claim that it should be "defective". After interacting with lazada customer service "live" chat I was asked to do a 2nd manual return and a given return warehouse address by lazada. I did that. But the parcel was returned to me.[protected]) I again went to "live" chat and receive an email instructing me to make a 3rd manual return and was assured this time by lazada that the return warehouse will be alerted. The parcel was again returned to me.![protected]). Again I contacted lazada and was told to do a 3rd return with lazada given receiving address. I did exactly as that. And to my horror the parcel was returned to me the 4th time.! And today I receive an email asking me to make a 5th manual return. Lazada is a scam and makes their loyal customer run around. You are cheating your loyal customer and frustrating your loyal customer. (lazada malaysia case number [protected])

Order number from Lazada: 224362012939193

27/6/19 Received good
5/7/19 Returned good due to poor quality
11/7/19 Shop confirmed received good, Lazada email to me"your concern is escalated"
15/7/19 No reply from Lazada noone replied my email
16/7/19 No reply from Lazada email
17/7/19 -do-
18/7/19 called Lazada Live chat spoke to Amirul Lazada, he said"investigating"
22/7/19 no reply from lazada email, shop help to email Lazada to chase for refund
23/7/19 received email from Lazada"refund will be make in 3-5 days"
1/8/19 NO REFUND RECEIVED, call Lazada Cindy"wait 48 hrs for feedback to higher dept"
5/8/19 NO NEWS WHATSOVEVER FROM LAZADA!

Dear Lazada,

I got a message that the above delivery would be made at 12:01. I waited, but nothing happened. No phone call... nothing.

Then I got an email saying delivery was unsuccessful. But I was at home, and nobody called.

I am a little skeptical that this really was an unsuccessful delivery and not actually really driver error.

1. There were no calls to my phone. If you call to 0319 and press the bell, it directs a call to my phone
2. I tested my phone afterwards. My other phone is a Japan phone, and the call from Japan came in no problem
3. I tested the call up system from the elevator also, and there was no problems getting the call to my phone.

Could it be the driver didn't know how to call up? Although the directions are written on the 1F of the elevator hall.

The proceeding customer service was awful;

1. First person I spoke to said they would investigate and get back to me in 10 mins.
I waited 25 minutes and no call.

2. The second person said they would investigate and get bask to me in 15 mins
I waited 25 minutes and no call.

3. The third person said they would investigate and get back to me in 1 hour.
This made me angry and I demanded to be called back earlier

4. Amazingly 2 mins after this call the delivery was re-scehduled.

Not a great experience…

A. Train your drivers or make sure they are trained on how to use different types of systems that you will come across in Singapore buildings.

B. If you are going to say you will call back in 10 minutes... Call back within 10 minutes. This is not the first time. If you don't have anything to report, call back and tell your customer that you are still looking into it.

Your action on the above ruined my day and my schedules...

Steve Burson

Hi my name is erica rublico from puerto princesa Palawan, here's the tracking number of the product [protected], this product that I was complaining about is a tender love wipes pack of three from lazada. I dont have any problem before on my packages because the delivery partner was ninja van and they was able to deliver my packages with the same address i've provided with this product that i was complaining about. I hvae received an email from lazada regarding the package and i didnt know that the delivery partner for this product is LBC, the issue is the address I was provided is out of LBC's service area, how can I get my order ? Please help me, I ordered that for my baby.

I want to complain about the order which I made. I purchased three items on COD basis. The items were supposed to be delivered on July 11, 2019 at my home address. Unfortunately, I was not present to receive it due to hectic work schedule. I was in another city for work. The courier/delivery guy called texted me and informed me of the delivery. I politely told him that I could not receive it on the same day because I was in another city for work but I could receive it the following day. He told instead that the delivery is due on that day and ask another person to cover for the payment given that I was not around to receive it personally. He already assumed that I refused to receive it because I have no money to pay for the items. Very insulting. But that is not my issue, I have the money to pay for what I bought only that it is physically impossible for me to receive the items because again, I was in another city. Even if I travel back to my home purposely to receive my package, I could not make it until late in the evening. Instead of understanding, the delivery guy named Jaymar Diaz was rude and insisted on the delivery because it was due that day. The following day, a Friday, the personnel from the Davao Hub called me up sometime in the afternoon and told me if they could deliver it on Saturday. I told them that I could receive it on Saturday but if they have time, they could also deliver it that day (friday) as I was just at home. The personnel told me they will deliver the item. I waited whole day until in the evening but no package was delivered. I just found out through the Lazada app when I tracked my package that it was sent back to Manila. I was very disappointed and mad because I waited whole day for the package, cancelled all appointments, and they did not deliver it. Instead, they even sent back my package to the seller. I tried contacting the Delivery Hub at Davao but they were always out of coverage and could not be reached. On Saturday noon, 11 am, the Davao Hub finally answered my call and when I inquired about my parcel, they confirmed that it was sent to Manila. This time I was furious. Why would they send back my item when they did not even deliver it for the second time? When the personnel asked the delivery guy why my parcel was sent back to the seller, the delivery guy said that he could not locate my home. This is impossible because: first, I ordered from Lazada an item last month and they were able to deliver it. Now they could not locate my house? My house is in fact very easy to locate because I have ordered a hundred times online and the delivery was made. Second, if they could not locate my house, why did the delivery guy not call me up and asked me where my exact location was? The personnel said I was out of reach, but this is A LIE and very much impossible as I was online the whole day, my cell signal was full, and I was even waiting for their call but no call and no delivery was ever made. My conclusion is that the delivery guy NEVER delivered my item but instead lazily sent back my item to Manila.