Lazada Southeast Asia review: They do not give my refund or even return the item back to me

I ordered the phone on October 13, 2023. It was actually a gift for my sister's birthday. The phone arrived on October 14. We immediately checked the phone and found out that it was defective. The sim tray wouldn't come out. We tried everything we can to open it but it didn't really work. So, we decided to just return the phone since it's not working properly. We request for a return/refund the day we received it. It was picked up by the courier to deliver it back to the store. But to our surprise, they rejected our return/refund request. They also declared that they will ship back the item to us. Lazada has this policy of easy return/refund if the item is defective for a month if the item was bought from the LazMall. But sadly, Lazada itself did not comply to their policy.

After being rejected by the store, we immediately contacted the store to talk about what can we do about it. But they're not responding up until now. We even contacted the Lazada Customer Support to report the case but they also can't do anything. We're so disappointed by this. They said that the seller did not pick up they're phone call. We reported it multiple times already but there's still no progress.

And the worst part is, they still have the phone. They don't even ship back the phone to us. Or even refund the defective phone. We've been continuously contacting the seller but there's still no response. So we don't really know what to do about this. They won't ship back the phone or don't give my money back. This is clearly a theft right? What can we do about this? Lazada can't help me with this case and it's so disappointing.

Please help us.

View 0 more photos