Lazada Group Reviews 63

Bad customer service on return/refund.

I’m sharing my experience with a return dispute on Lazada Philippines so others know what to expect.

The item I received did not function as advertised. I filed a return request within the stated window and followed the platform’s instructions, including submitting photos/videos and all required details.

The return/refund was denied, with the reason given as: "Buyer unable to provide proof." What other proof do you require? I believe I sent adequate and reasonable proof (three photos and a video). I also contacted customer support through the chat, but the responses were vague, short, and ignored my concerns like I was talking to a chatbot instead of a person.

My concern is both the process and the result. Based on my experience, the burden of proof on the buyer is very high, and even when documentation is provided, decisions can feel one-sided, unclear, and unreasonable. The policies around this seems to be anti-consumer and pro-seller. This is not the right move, Lazada.

What I’m asking for:
1. A clear explanation of the decision based on the evidence submitted
2. A fair review of the return request, not just "Rejected"
3. Timely resolution consistent with stated policies

I’m posting this to document the experience and encourage more transparency in how disputes are handled.

Now let me enjoy my very expensive paperweight... And never buy from Lazada again.

DO NOT USE THIS COMPANY !!! Ordered from them took forever to receive product and they sent the wrong item. Although they made the mistake they wanted to charge ME to return the item to reorder. NO REFUND WAS OFFERED!!!! AGAIN DO NOT ORDER FROM THEM!

I purchased a Lenodi electric pot. When I received the product it wasn’t the one I wanted, so I filed a returned right away.and It was rejected due to not enough reason to return. So I decided to just keep and use it. I tried to boil eggs for 15 minutes at it was still cold. I sent more pictures and I was still rejected the refund. I was just disappointed that’s Lazada won’t protect consumer’s right. How can I trust ro order from them any more? So I’m fling to order from shopees from now on

DO NOT SHOP AT LAZADA....
MANT of the things sold there are FAKE, and NOT original brands, even they show pictures of real brands, you will receive COPIES......
Ver, very strange the Government and the big brands just accept this.......

This company has no support at all. After one succesful order I forgot my password. I was not able to reset my password again. I called the support. They created a ticket. 1 week later ZERO RESPOND! This company is crap!!!!

Advertising is bait and switch.
Sellers on Lazada advertise a product coupled with the price of a different cheaper product. This also makes the search function useless.
For example -
Quest 3 128g is advertised at B16990 but once you open the site you find that the price is for a completely different item from the same shop.
Lazada know this happens and seems to support it. If you are not careful you could click and order and end up with the totally incorrect item. Then Lazada will support the shop because they support dishonest and misleading practices.
Lack of honesty lack or morals!
Do yourself a favour and go somewhere else.

Nightmare & Horrible lazada experience. Review Lazada Dispute Agent & Seller who Scam lazada Buyer.Seller deleted Buyer factual Review to hide their scam mistakes

Lazada Dispute Agent IGNORE Buyer's supporting solid valid evidences

1) airways bills clearly state customer should receive 2kg x9(see photo taken by Buyer & Delivery man.

2)Screenshots of Seller advertisements & Seller own product description both stated 2kg/pack(kindly note the Seller has changed the advertisement & product description completely when Seller got to know about the dispute.)

3) lazada Chat screenshot clearly shows Buyer asked Seller before ordering "i pay $6.24=u give me 2kg 黄小米，correct?"Seller reply
"Yes, that is correct. The price for 2kg of 黄小米 is $6.5 Please note that this is a non-sticky variety." 4)Video taken when unboxing and photos proof that Buyer only received 9x1kg/pack, NOT 9X2kg.

4) photos & videos of what was actually received by Buyer

Lazada Dispute Agent closed this case  BLINDLY & unfairly with an email reply(see email screenshot)saying "Buyer unable to provide valid proof". While Buyer already submitted screenshots, lazada Chat, video, photos taken by delivery & Buyer addressing Seller's advertisements Scam, cheating Buyer in lazada chat, Seller providing misleading product descriptions information..etc)

See Screenshot Email Reply  by Lazada dispute agent is extremely unprofessional, not honest. Lazada Dispute Agent did not address Seller's scam advertisements content & encourage Scammers like this Seller to continue scam freely on lazada platform without legal action or stern warning to Seller.

Lazada Dispute Agent allow Seller to cheat Buyer via lazada chat. The Dispute Agent DID NOT enforce proper guidelines & encourage Seller to act irresponsibly for their replies to Buyer & allowing Seller to NOT honor what they say to Buyers.

Lazada Dispute Agent successfully chase away many loyal lazada customers by providing unfair resolution, encouraging Seller to scam & cheat customers by closing dispute cases with untruthful resolution reasons in favor of Scammers Seller.

Lazada dispute agent from lazada encourage Seller to post misleading scam advertisements on lazada.

Lazada dispute agent chose to ignore evidences,videos, screenshots of chats provided by buyers & knowing once the case is close, the Buyer can never re appeal again for their case.

Why Lazada internal team helping Seller who scam customers hide their wrong doings by deleting Buyer's honest 1 star review?

Tis Lazada Seller is extremely unprofessional, not honest and hide their misleading advertisements by changing the advertisements post & the product description from 2kg to 1kg on lazada after Buyer informed Seller regarding the appeal.

Seller also blacklisted Buyer and very rude to Buyer via lazada chat. And did not honor their initial reply to Buyer.

Seller also didn't provide any valid evidence to address why they posted 2kg/package advertisements but only deliver 1kg/package to Buyer. Seller did not address why Seller cheated Buyer in Lazada chat. See chat screenshot

Seller deleted Customer 1 star review with the help of lazada internal team to hide their scams(see screenshot of Buyer's review which was deleted by lazada as unable to find this review on Seller platform) As a result, Seller 5 star rating is fake since seller can delete 1star rating from Buyer as and when Seller get rating less than 5 star.

I sincerely hope Lazada can improve and hire professional Dispute agent that will look into every case & all evidences submitted in objective manner & offer a fair resolution.Lazada shouldn't delete Buyer's Review. Otherwise I rather shop in other online platforms

Lazada should also set proper guidelines to Lazada Sellers that they must not post scam advertisements & must not cheat Buyer on lazada chat. Such Seller must be given stern warning & ban from selling from lazada if they repeatedly scam & cheat the 2nd time
Order number 137382210484114

Terrible customer service. Put an order in for a few items . Order was cancelled apparently to non payment. Our bank confirmed it was paid to a Lazada we have sent various confirmations from our bank to show it was paid . Lazada customer service not interested won’t even consider looking into it on their side . Now not responding to our messages and we are out of pocket . Shocking customer service

The worst possible customer service. Days on chat, phone and e-mail going round in circles. A complete shambles of a company. AVOID.

THAT COMPANY HAVE THE WORSE CUSTOMER SERVICE I EVER GOING THRU YOUN CAN NOT CONTACT SOMEONE YOU TRY TO CHAT ASK ME A SIMPLE QUESTION I ALREADY STOP BUSINESS AND STAY AWAYS ANY CHANGES NO I HAVE A LOT OF STUFF IN MY CART IT WILL BE DELETE NOTHING TO DOE ALSO THERE SUPPLIER CANCEL THE ORDER REIMBURSE TO LAZADA WALLET IMPOSSIBLE TO OPEN CAN NOT CHANGE MY PHONE NUMBER TURN AROUND AND AROUND THAT IS THE DEAL

UPDATE: 28 June 2024

Khoerul, a manager at Lazada, followed up on my case.

He closed my case without dealing with the contents of my email that I sent on 24 June 2024.

What sort of “manager” makes assurances and refuses to keep them, shutting down an email correspondence without resolving the issues within?

Zero sincerity at all; it is no wonder the service at Lazada has plummeted the way it has when managers behave in such a deplorable manner.

Escalate my complaint to a higher echelon without delay and arrange a call-back. This is sickening.

Order Numbers:

124102140572195

124102140772195

124111909572195

Highly Incensed Lazada Customer

DATE: 15 June 2024

Atrocious customer service is now a sport at Lazada. Save yourselves!

For the hell that Lazada has repeatedly put me through in the last couple of days, they do not deserve a single star.

I connected with Russ yesterday, who repeatedly refused to assist and connect me to a manager. After one hour and forty-seven minutes, a “Hardy” (with a fake American accent) claiming to be the manager finally came on the phone, and he was immediately beyond rude and antagonistic.

Hardy was utterly unapologetic, stating that it was his day off (Why are you at the Call Centre then?), and that was why he refused to take my call and thought it fine to make me wait for almost two hours. Within a minute of taking my call, he ended the call abruptly while I was in mid-speech (like Irish on 13 June 2024), without assisting me in the least because I questioned his atrocious treatment.

I then connected with Arc, who put me on hold for one hour and six minutes, staying absolutely quiet, before he also abruptly ended the call.

How is this the standard of the Lazada Call Centre in this day and age? Such agents and managers only sully the brand. Managers ought to set an example; Hardy’s outrageously disrespectful behaviour and attitude towards Lazada consumers diminish any hope of receipt of decent service from CSOs, who will emulate him and render such behaviour acceptable. I know I am not alone from the numerous complaints written in a similar vein all over the internet.

Lazada’s service is so exceedingly horrendous, Lazada has to know and is doing absolutely nothing about it. Sickening hubris and complacency.

I am now requesting a pick up of ALL items I purchased during the 6/6 Sale under my account. I spent hundreds during the 6/6 Sale. Since Lazada wants to brazenly and repeatedly treat its customers with such utter disrespect and disdain, I will take my business elsewhere.

Steve, a supervisor I connected with on 13 June 2024, gave me the assurance that the manager, John, would give me a call-back within the day. I received no such call-back. All my calls with Lazada are fully recorded.

Steve sent me an email with no case number in the subject and the following ridiculous message that disallows me from being able to properly follow up via email in spite of being grossly inconvenienced twice with my call with Irish, dated 13 June 2024, lasting 1 hour 6 minutes and my call with Albert and Steve on 14 June 2024 lasting 1 hour 38 minutes, respectively (Such abhorrent inefficiency; no surprises for long waiting times to connect):

“This is an automatically generated email - please do not reply to this email.”

I am utterly disgusted by the repeated atrocious handling of my issues. I immediately sensed Steve was patronising me, especially when he did not sign off in the email, dated 14 June 2024, that he generated, and as it turns out, it is indeed the case.

This entire debacle began because of Lazada representatives’ refusal to honour the free pick-up service of the following transactions:

Order Numbers:

124102140772195

124111909572195

124102140572195

Escalate my issue to a higher echelon without delay and arrange an immediate call-back from a manager from Lazada Singapore.

Highly Disgruntled Lazada Customer

#Lazada #LazadaSG

I think they try to scam and cheat the customer! I saw a garden set of table and 2 chairs for a good price! Asked a friend to order it for my Thai condo. Order came quickly but it was only 1 chair that came and not the set. When I looked again, when you open the item description it automatically selects a chair for the price and not the set. It’s an illusion set up to trap customers - it trapped me anyway! Customers — BEWARE OF THIS COMPANY!

I try to pay, but Lazada are using a telephone number from last year.
Lazada are getting Sub-standard on a regular basis

Please bring a proper UX designer... Very hard to use!

This is the 4th time in 2 years Lazada has locked my account for so called safety issues. I have purchased over 50 items equalling more than ₱250,000.

Once they have even deactivated my account. When I contacted them they said I requested my account to be closed. This is something that I never did.

My account was suddenly disabled without reason or explanation.

CS and Help Center on recovering my account has been a painful experience.

I have been a Lazada user for 3 years now, but Lazada in the Philippines has been consistently been degrading

I have good experiences so far.
They have good and simple orders tracking system and very easy to use.

Account locked for unknown reason suddenly without any notice. Was using it for past 2 years.

I was prompted I couldn’t make any purchase anymore because I wasn’t following t&c which they did not specify.

Explanation does not even make sense:

“ On behalf of Lazada, I thank you for your interest and use of services of Lazada.vn during the past time.

After checking information, Lazada regrets not meeting your shopping needs for one of the following reasons:
1. Request from a customer about keeping confidential information. (HOW MUCH VAGUER AND UNHELPFUL CAN LAZADA BE??)
2. Customer's purchases are not for personal use or are not final consumers. (WHAT??)
3. Customers overuse the discount codes. (WHAT DISCOUNT CODES??)

For security reasons, Lazada would like to refuse to answer specific details, hope you sympathize.“

fast deliver and fast shipping , keep it on