Lazada Southeast Asia / system error and no refund made

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.

Lazada Southeast Asia

Sep 11, 2019

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