Lazada Customer Service Issues

My sister purchased a Samsung A32 4G phone from LazMall. Unfortunately, the item I received was defective. I've been observing the phone for a week now, and it has been overheating while charging (even when turned off), overheating when opening an app, experiencing glitches, and shutting off with battery remaining. I want to return the phone and obtain a refund for my sister. What steps should I take to resolve this issue with Lazada?

I believe I have fallen victim to a scam. Hello, my name is Ammar Alfian, and as a university student, I recently encountered what I suspect to be a scam. I received a WhatsApp message from an unfamiliar individual seeking to recruit new staff members. The process involved clicking a link provided by their customer service, which redirected to real shops selling their products. Strangely, payment was only required after adding items to the cart and taking a screenshot, without actually checking out. Following this, full payment was necessary, with the promise of a refund of the full amount along with an 8% or 15% commission as a 'salary'. I am unsure if this 'affiliate program' is legitimate or fraudulent. If it turns out to be a scam, I seek guidance on how to recover my funds and would like to share my experience to prevent others from falling victim to the same scheme.

I ordered three parcels from different shops in China. I informed the delivery person about not being able to receive them due to an emergency appointment. He mentioned it would be rescheduled. Later in the afternoon, around 5 pm, someone from Lazada called, but I couldn't answer as my boss was on the other line. They texted, but after my reply, there was no response. Two days later, I discovered that the parcels had been returned to the sender. I am worried about the embarrassment this has caused. I have several orders on my account since 3-27, totaling around 20 parcels. I hope for a resolution to this issue promptly to avoid any inconvenience for the seller. Thank you.

I have submitted a complaint to Lazada regarding Order [redacted][redacted] with Kerry Express for failed delivery despite us being present at the address. The seller is jWgooshop, and the item is QQMAX Mate40 Pro + Smartphones (2 pieces) to be shipped to 54-56 trok bavornrungsri, tanao road, [redacted], phra nakhon/phra nakhon, Bangkok, [redacted], huai khwang/huai khwang, Bangkok. Kerry Express claimed delivery attempts on 9 May [redacted] without contacting us, which we refute. This has caused inconvenience as previous deliveries to the same address were successful. I have evidence of successful past deliveries and contact details of delivery personnel. We urge Lazada to rectify this failure promptly by not using Kerry Express and arranging delivery through LEL Express or an alternative to save the order. I await a swift response for a satisfactory resolution.

I encountered an issue with my Lazada Order [redacted][redacted] through the delivery service provided by Kerry Express. Despite being at the delivery address, I received a notice from Kerry Express stating that they attempted delivery but no one was present. The item, which is a QQMAX Mate40 Pro + Smartphones from the seller jWgooshop, is important to us. The shipment address is 54-56 trok bavornrungsri, tanao road, [redacted], phra nakhon/phra nakhon, 曼谷/bangkok, [redacted], huai khwang/huai khwang, 曼谷/bangkok. We had contact persons available at the house during the alleged delivery times: Barry Maramis at [redacted] and Siriphong Hannumphondee at [redacted]. Our frustration stems from the lack of communication from Kerry Express or Lazada regarding the failed delivery. We have a history of successful deliveries to this address, which adds to our confusion. We have proof of successful past deliveries and detailed information that supports our claim. We are seeking swift resolution and hope to avoid cancellation of the order. Your prompt response is appreciated as we plan to update the seller, jWgooshop, on these challenges soon.

Good afternoon. I am a regular user of Lazada and have always been satisfied with your service until recently. I made a purchase last month, order number [redacted]25228T for a blouse, but despite it showing as 'Delivered' on my account on the 6th, I never received it. I tried to contact the seller through chat, but their responses were unsatisfactory. This is not about the cost of the item but the principle of the matter. It is frustrating when vendors do not respond promptly to customers. It is important to me that issues like these are handled efficiently. I hope Lazada can help me resolve this and deliver the blouse I purchased.

I frequently shop on Lazada but have concerns about online safety. While browsing their site, I keep receiving alerts about redirects and expired certificates from my security programs, particularly related to Alibaba's hosting division. It appears that Alibaba provides hosting for Lazada, but their certificate is expired. Renewing it would ensure a safer online experience for customers like me and prevent us from switching to other sellers. This issue is easily fixable by updating the certificate, which I believe a company like Alibaba is capable of doing. Addressing this problem would alleviate a lot of frustration and reassure customers about the safety of shopping on Lazada.

Hello, I purchased two refrigerators from the seller sade01 on Lazada in Thailand for [redacted] Thai Baht each. The items I received look significantly different from the ones displayed in the pictures. Upon opening the package, I was shocked by the discrepancy. I have applied for a return on Lazada and uploaded photos of the items. However, the seller's customer service has not responded to my request yet, even though it shows that they have read the messages. I am contacting you in hopes of getting assistance in contacting the seller sade01 for the return process. Thank you. Sincerely, [redacted] June 9, [redacted]

Dear Lazada, I recently placed an order with Cognoa International Inc for a Pro 15 Probiotics costing Php [redacted].00. On June 12, [redacted], at 12 pm, I received a package with an official receipt from Cognoa International, but unfortunately, I did not find the Pro 15 Probiotics inside. Instead, there was a cell phone case wrapped in bubble wrap. My concern is that I paid [redacted] pesos for a product that I did not receive. I was expecting the Pro 15 Probiotics. Could you please replace the incorrect item with the Pro 15 Prebiotic that I ordered? Also, is it possible to track the delivery person who made this mistake? Thank you, E.P. Sacramento

I bought a water filter machine from Lazada with order number [redacted]. Upon receiving the item, I noticed the activated carbon filter was broken (I have a video from unboxing to the discovery). I tried to process a refund but the option was hidden, so I had to request a refund instead, providing a clear reason and photos of the damaged filter. Despite no response, on 5/24, I chatted with a consultant (Cuong). I sent him pictures of the defective product and expressed my wish to return it, but couldn't generate a return order. After canceling the initial refund request, I still couldn't create a return order, so on 5/28, I spoke with another consultant (Cuong). He assisted in initiating the return and provided the return label GHNCR[redacted]VNA. Later, on 5/28, I received a message stating the return was not eligible. After contacting a new consultant (Ly), the reason provided for the rejection was unreasonable. I then sent a video of the unboxed item to support my complaint. Despite continuous follow-ups, as of 6/11, I have not received any response from Lazada and I am frustrated with the situation. I seek assistance through getHuman to help resolve this matter promptly. Thank you, Thuy

LEX PH has scammed me twice in connection to Lazada Philippines. They delivered an item earlier claiming it was from Lazada under my wife's name. I paid for it assuming it was legitimate. However, when my wife returned home, she had not placed an order. The order details are as follows: Order no. [redacted][redacted], Tracking no. MP[redacted], Store name: Wish Trader Store, Seller address: Santa Rita, Olongapo City, Zambales, Philippines. Upon checking with Lazada, we found no record of such a store. The item delivered was a picture frame worth [redacted] pesos. I question LEX PH on how they acquired these items and why they were delivered to us. It appears there are many scam connections to Lazada Philippines involving LEX PH, which can be seen on Facebook. I have contacted Lazada America to address this issue with Lazada Philippines due to numerous scams. I hope you can understand my concern as a Lazada supporter who does not wish to be scammed again.

Dear David Hammill, Hello from Lazada Philippines! Following our recent conversation, I wanted to provide you with a summary of our discussion regarding the pricing of the item from Lazer Music. If you require further assistance, please visit www.lazada.com.ph/contact. Alternatively, you can engage in a live chat by clicking the LIVE CHAT NOW button to connect with another Lazada Customer Care Specialist, available daily from 6:00 AM to 9:00 PM, except on holidays. Warm regards, Customer Service | Lazada Philippines I was assured a follow-up call from a supervisor, which I did not receive. The agent mentioned that Lazada does not take commissions, but Google indicates that Lazada takes a 5% cut on sales from LazMall. I felt misled by the representative. In [redacted], I have purchased 95 items over 2 years. However, due to these discrepancies and the lack of response from a supervisor, I have decided not to continue using Lazada.

Subject: Urgent Alert Regarding Scam Impersonating Lazada Partnership I am reaching out to Lazada to report a serious issue of scammers impersonating Lazada partnership. These individuals falsely claim to be Lazada partners and lure victims by offering to boost sales for sellers. They then deceive victims into joining their team and persuading them to make large payments for a product supposedly on Lazada. Importantly, these payments are not processed through the Lazada app, but rather via a 3rd party transferring funds from the victim's personal bank account to another unknown account. This fraudulent activity puts victims at risk of losing significant amounts of money for non-existent products. I urge Lazada to take immediate action to address this scam and protect customers from falling prey to these schemes. By increasing vigilance and raising awareness about such fraudulent practices, Lazada can safeguard its reputation and maintain customer trust. I recommend posting a public announcement on the Lazada main page and implementing measures to educate customers about online scams. Thank you for your attention to this matter. Stay safe and take care.

Hello Team Lazada, I placed an order on June 27th for a "12 cm Egg Dumpling Leather Frying Pan Non-Stick Pan Mini Omlette" with order number [redacted][redacted]. I chose to have it delivered to a drop-off location at 872c Tampines Street #01-07. The delivery was made by NinjaVanSG on July 3rd. Upon testing the product, I noticed a plastic smell when cooking, indicating a fault. I immediately requested a return and was provided a QR code for the process. Unfortunately, the drop-off location team was unable to scan the code and refused to accept the return. I attempted to find an alternative drop-off location on July 4th but was unsuccessful. The product was also poorly packaged, which was disappointing considering my previous positive experiences with Lazada. I am eager for a prompt refund. Online shopping should be convenient, and dealing with complex refund procedures is not ideal. Thank you, Sameena

I would like to report receiving unsolicited orders to my address multiple times a week from your site. I haven't placed any orders with you. Each time a delivery driver arrives with strange items wrapped in plastic or bubble wrap, such as a toothbrush or a rock taped up in a box. I'm concerned about my privacy as I haven't shared my details with your company. Why am I receiving these random items from Lazada? My account details are as follows: Name: Cathy B. Contact number: [redacted] (I receive messages on a different number not associated with Lazada). Please assist me with resolving this issue. Thank you.

On Sunday, July 11, [redacted], I received a delivery notification on the Lazada app. Due to it being a family day, I contacted the courier, Leenard Joshua Espaldon Sesaldo at [redacted]5, to reschedule the delivery since we would be out. Despite my request, he wanted to leave the item with a neighbor, which I declined. He then proposed leaving it at the guardhouse, but I refused, reminding him of his responsibility for any loss or damage. I recommend reducing Sunday and holiday deliveries and advising couriers to check receivers' availability. Thank you.

**Issue With Delivery of My Parcel** Tracking Number: MYSUA[redacted]89 Delivery Partner: LEX MY Driver's Name: Subramoniam A Apparau Driver's Contact: [redacted] I encountered an issue with my recent delivery. The driver requested me to come down to collect my parcel, which was heavy. Due to being COVID-19 positive and just recovering, I was unable to go downstairs. I asked him to leave it at my door, but he refused, opting for a Failed Delivery status. Subsequently, the system marked my address as invalid, leading to the cancellation of my order by LAZADA. In the past, drivers would bring parcels directly to my door. Why the sudden change? I rely on online shopping while unable to go out, so being asked to collect my items is inconvenient, especially considering the availability of parking spaces and a lift in the area.

Dear Sir, I am greatly disappointed with the seller's service. I placed an order on July 12th, and despite being asked to wait for 3 days, I have not received any reply. Despite numerous messages sent, I have not been provided with the Activation code as promised. It is frustrating that the seller falsely claims the item is packed. My attempt to contact Lazada for assistance was also unsuccessful, waiting for 30 minutes only for the call to be disconnected when it was finally my turn. The seller insists on sending the code via Whatsapp rather than through the chat, as advertised. I am concerned that this behavior could be a scam targeting buyers, and I am now seeking a refund and request that this seller be blacklisted to prevent others from falling victim to their practices. I eagerly await a response and can be reached at [redacted], as my previous attempts to contact Lazada directly have been unsuccessful. Regards, Zubir

Hello, I purchased a tablet from KcOnlineStore777, but the tablet I received was of poor quality as the battery runs out quickly and is unsatisfactory. Consequently, I returned the item to the seller without clicking on the return and cancellation option. Now that the seller has received the item I sent back, it has been 10 days, and I am still waiting for the seller to refund my money. On the other hand, Lazada requested me to drop off the item at Poslaju, but I made a small mistake because I returned the product first to the seller, then I clicked on the return option after I had already sent the item back to the seller. This means that I used my own money to pay for the return shipping to the seller. So, what should I do now? I have tried messaging the seller, but they seem unwilling to deal with me further. I HOPE THAT LAZADA CAN PROVIDE GOOD COOPERATION Thank you

Hello, I recently purchased a tablet from KcOnlineStore777. Unfortunately, the tablet I received was not of good quality as the battery runs out quickly and does not meet my expectations. I have already returned the item to the seller without pressing the return and cancellation button. The seller has confirmed receiving the tablet I sent back. It has been 10 days since the seller received the item, but I have not received a refund yet. Lazada has requested me to drop off the item at PosLaju, but I made a mistake because I returned the item before clicking the return button after I had already sent the item back to the seller. This means I used my own money to pay for the return shipping to the seller. What should I do now? I have tried contacting the seller via chat, but it seems like they are avoiding further communication with me. I hope Lazada can assist me with this matter promptly. Thank you.