Lazada Customer Service Issues

I need assistance with my delivery. The delivery guy mentioned was unsatisfactory - [DIOSDADO MAICO JR- PHILMOVERS] LEX PH. My husband was home all day waiting for two items. One item, a weighing scale, was successfully delivered by [MECO MAKAPANGALAN ESMANI] LEX PH. He texted me earlier and waited in front of the apartment, good job. Also, [Joseph Agcon Manasan] LEX PH made multiple successful attempts despite the confusing package details. However, [Diosdado] only made one unsuccessful attempt without prior notice. I contacted your customer service representative, Kevin, who advised to wait until 7 pm, but a notification came at 8:45 pm stating the delivery failed due to the wrong address. I don't want him handling my upcoming four important deliveries next week. I expect better communication in case of emergencies. I rate this delivery guy 0 stars.

On June 4, [redacted], I ordered a piano and stand from the seller Guru Mehar. Although the piano was marked as delivered on June 8, I did not receive the stand, and the piano was missing the adaptor. I have been in daily communication with the seller for over two weeks about this issue. They suggested I order another large item so they could send the missing items with it. Even with the new order, I still did not receive the stand and adaptor. Yesterday, they requested proof that the items were not delivered, which seems unreasonable to me. I just want my missing items to be sent to me, including the piano stand and the adaptor/power supply that were supposed to be included with the piano.

I placed an order in early May with an estimated delivery date of June 4. According to tracking, my parcel reached the San Pedro Sortation on June 4 with LEX Ph as the delivery partner. It's now the end of the month, and despite several later orders being delivered, this one is still pending. I've contacted the seller and spoken to CLEO multiple times, but there's been no progress with the logistics. I even inquired about canceling the order. Can you please assist me with this? The tracking number is PHHKG[redacted]4 and the order number is [redacted][redacted]. I appreciate your prompt attention to this matter.

Good afternoon. I recently received notification that my cellphone order from Lazada has arrived in the Philippines and has been handed over to LBC. Unfortunately, I have had previous bad experiences with LBC as a logistics partner where a similar situation occurred. The parcel supposedly arrived on June 2nd, but I was not informed by LBC until June 4th when they returned the order without notifying me. I only found out when I tracked it using LBC Bansud. It seems like parcels tend to encounter issues at LBC Bansud. I am concerned that I may not receive my current parcel. I hope you can assist me. Thank you.

I placed an order on Lazada on May 5, [redacted], from an overseas seller. The item I purchased has been stuck in the same status ("will be handed over to our logistics partner") for the past two months. The expected delivery date was June 5, but as of July 5, I have not received the item. Despite multiple follow-ups with their customer service team, they have been unable to provide me with a clear reason or update on the status and location of my item. On June 15, I decided to cancel the order, but they have not been able to process it yet, citing a delay in obtaining approval from a specific department. I paid for the item with my credit card through BDO installment and now need to request a payment reversal. Each time I contact them, they ask me to wait for 24-48 hours, but it has been three weeks of continuous follow-ups without any progress on the cancellation. I seek assistance in resolving this issue after facing numerous setbacks with their customer service. Thank you for any help you can offer in this matter.

I placed an order from China on June 23, [redacted], and it appears to be at the Consolacion delivery hub, experiencing delays due to ECQ in Cebu. My frustration stems from the fact that my delivery to Lapu-Lapu City should not be affected by Cebu City's quarantine status, especially when both Consolacion and Lapu-Lapu City are under GCQ. The estimated delivery date passed, and with nearly a month gone by, I am eager to receive my package. I urge the company to address this issue promptly and aim for delivery within the week. The tracking details are below: Tracking number: PHX[redacted] Estimated delivery: July 22, [redacted] Origin: China Destination: Philippines Courier: Lazada LeL Express Delivery Type: Standard Estimated Delivery Time: July 2 - July 22, [redacted] Days in transit: 14

Hi, I recently ordered a mixer from a seller on Lazada. Initially, they requested a down payment of P1,[redacted] which I sent via cash. Subsequently, I was informed by the CEO of the company that cash on delivery and down payments were not accepted. I then had to pay the full amount plus shipping fees, leading me to send an additional P4,[redacted] and P2,[redacted] via gcash. After being promised the item would arrive the next day, I received another message from a different number requesting P3,[redacted] for customs fees. This confused me as I was assured the item was already prepared for shipment, so why would customs be involved? Upon requesting a refund, I was told to wait for 2 weeks. However, after just 1 week, the seller asked for an extra P1,[redacted] for an express refund, which was unexpected as we had initially agreed on a 2-week wait. They now insist on payment before issuing the refund, despite my suggestion to deduct the fee from my total refund. I feel unsure about this situation and would appreciate any advice.

I am concerned about the whereabouts of my order. Lazada or LEX contacted me on Saturday, July 11, [redacted], at [redacted]3, stating that my package would arrive this week and took note of my location. They assured me that the courier would call me before delivery. Today, I received conflicting notifications from Lazada. First, that my delivery was scheduled for today, then later that there was an unsuccessful delivery attempt without any contact from the courier. I have provided all necessary details in the rescheduling form sent via email. My contact information and location should be clear in your system. I urgently require this package for my work, particularly during the ongoing pandemic. I reached out this morning at the provided number, [redacted]3, and received no updates. The tracking information lists the courier's name as Wilbur Delos Cientos Oceanwave from LEX PH. Please investigate this matter promptly.

Dear Lazada, I am reaching out as a final attempt to resolve a lingering issue. Despite multiple attempts through emails, calls, and interaction with Cleo, your assistant, as well as contacting the fulfillment partner, R&X Power Tools, I have not been able to resolve my concerns. Unless addressed promptly, I am considering ending my business relationship with Lazada and discontinuing use of your services. I placed order number [redacted][redacted] last September for a Makita welding machine part #MMA-[redacted], fulfilled by R&X Power Tools, which came with a 6-month warranty. Unfortunately, I discovered the device was faulty after the warranty had expired. Upon notifying R&X Power Tools, I offered to cover the return shipping and repair costs but received inadequate support. Despite numerous attempts to communicate and resolve the issue, I have faced challenges accessing return procedures and obtaining assistance. I urge Lazada to step in and facilitate communication with R&X Power Tools to reach a satisfactory resolution. My attempts to repair the machine locally have been unsuccessful, and R&X Power Tools has been uncooperative. I have incurred losses amounting to P6000. and seek assistance in securing R&X Power Tools’ contact details for further discussion and resolution. Sincerely, Jim C. Talisay City, Negros Occidental

Hello, I made a purchase on July 15 for gifts for my parents. It is my dad's birthday tomorrow (July 30), and I also got my mom a desk lamp. Unfortunately, my order is currently stuck at the San Pedro Logistics Facility. The order status changed suspiciously fast from "packed by seller" to "arrived at Logistics Facility" without any updates in between. The seller keeps giving me excuses, mentioning they contacted Lazada customer support but only provide updates when I ask. They assured me I would receive my parcel yesterday, but my status still doesn't show "out for delivery." This situation feels like a scam. I would appreciate any assistance with this matter as I was hoping the gifts would arrive in time for my father's birthday. Thank you and stay safe! 🙏

I have ₱2,[redacted] in my Lazada wallet. I bought an RF machine that was delivered to me with a defect. I returned it, and the supplier received it, but the refund didn't go back to my Lazada wallet because my account number is no longer active. I can't access or use the return funds in my Lazada wallet. I called customer service, but all I heard was music playing all day during the three times I called. I got frustrated. When I chatted with customer service, someone assisted me and promised to email me the remittance code from LBC within 10 days for me to refund the cash return to my Lazada wallet. However, after waiting for 10 days, I didn't receive any email. I tried to chat with customer service again, and they told me to wait for 72 hours. After 72 hours passed, I still didn't receive any email from them, unlike when I make an order and get a confirmation email. I am only asking for my refund, which is not Lazada's money but mine. Please find a way to return it to me. I need my cash return.

I received my parcel from Lazada on August 10th in the late afternoon. Despite my initial trust in Lazada, I was disappointed when I discovered that the item I purchased was missing from the package. I only found some freebies and the receipt from Fun Mobile inside. When I contacted Lazada's Chat Specialist, I was told that an investigation was necessary, with the implication that the seller may be at fault. I disagreed with this assessment. I reached out to the seller directly and also provided the Chat Specialist with a screenshot showing that the seller had sealed the package but had not used the fragile sealed tape, which was how I received the parcel.

It has been 9 days, and I am yet to receive any feedback from the seller regarding my order with tracking number #[redacted][redacted]. The seller has not responded to my messages. I need assistance in understanding the issue and arranging a refund if the order cannot be delivered. I am requesting Lazada to process a refund since I have not received the shoes and have not had any communication from the seller.

Dear Customer Support, I am writing to report unauthorized transactions on my debit and credit cards. On August 20, [redacted], there were 4 fraudulent transactions made: $[redacted] on my DBS debit card ending in [redacted] to Lazada, and three separate $[redacted] transactions on my DBS credit card ending in [redacted], also to Lazada. Additionally, there was another unauthorized transaction for $[redacted] on my UOB credit card ending in [redacted] to Lazada. I have already made a police report and informed DBS bank. Today, on August 29, a bank officer advised me to contact Lazada to cancel these orders. I kindly request your assistance in investigating this matter and appreciate your prompt response to prevent any further unauthorized transactions. For further communication, I can be reached at [redacted]. Thank you for your attention to this issue. Best Regards, Christine T.

Dear Madam and Sir, I am Mercedes G. Germono representing Mr. Masahiko Katagiri. Mr. Katagiri noticed unauthorized charges on his credit card from purchases on Lazada's website. Despite being listed as a buyer in Lazada's system, he has never used his credit card on this site. We understand the importance of security policies at Lazada that require purchases to be made by the credit card holder, which clearly was not the case here. In order to track down the individual responsible for these fraudulent transactions, we kindly request your assistance in providing the shipping addresses associated with these purchases. For verification purposes, we are willing to share the Credit Card Holder's ID and bank information. Additionally, we have payment records indicating transactions with Lazada, which we can forward to your designated email address. We appreciate any prompt support or communication from your end regarding this matter. Thank you for your attention to this issue. Sincerely, Mercedes Germono

I am concerned about the courier service I am using. Several of my customers have reported issues with their deliveries through Lazada's courier. They have shared that the shipment is delayed and it is affecting their overall experience. I am troubled by these complaints as I strive to send out orders promptly. I am seeking assistance in reaching out to the courier to address these concerns. Any help in resolving this matter promptly would be greatly appreciated. Please get in touch with me at your earliest convenience.

I placed an order on 5/8/20 for [redacted] pieces of 3-ply face masks, but instead, I received a piece of plastic. When I tried to request a return through the Lazada app, it was denied because the items were marked as delivered on 28/8 with a fake receiver name, and the return period had passed. I attempted to contact Lazada through live chat, but only received unhelpful automated responses. Additionally, I have a few other orders that are missing, even though the Lazada system shows them as delivered, and they were all handled by ABX courier services. I have been a loyal Lazada customer with a good order history, but this August, I have encountered numerous issues with my orders. I have also tried reaching out for assistance when receiving email notifications of deliveries, but no one responded to help me. I hope that Lazada can address these issues and restore my confidence in their services by providing real assistance instead of automated responses. Thank you.

I placed an order with the order number [redacted][redacted] through the San Pedro sorting center. It was supposed to arrive today, September 17, which is a Friday. However, the platform now shows it as "PROCESSING" and the seller informed me of a "FAILED DELIVERY." I reached out to the seller for clarification on the situation. I am disappointed as I received deliveries from Entrego and LBC just last Saturday, September 18, [redacted]. The two Android tablets I ordered are essential for online classes starting on Wednesday, September 23. I rely on Lazada for my purchases and appreciate their service, but this experience is unacceptable. I hope they can address this issue promptly. I have updated my home and office addresses, so I am unsure why this problem occurred. I urge Lazada to improve their tracking platform to avoid such discrepancies in the future. Your assistance in resolving this matter would be greatly appreciated. Thank you. Sincerely, Medelyn

I am having trouble with the tracking number provided for my order. The status has been stuck at "item packed" for over 10 days now, even though the expected delivery was on the 14th of September. The tracking information indicates that the item has not even been shipped out yet. I have already confirmed with both the seller and customer care that it is Lazada's responsibility to ship the item, which is currently still at Lazada's warehouse. I really do not want the item to be canceled and would like to prevent any automatic cancellation. Could you please expedite the shipping process? I purchased the item at a discounted price, so if it gets canceled and refunded, I would have to pay more to buy it again. I am also requesting an update on this issue. Thank you.

I provided Lazada with the following information that remains unresolved. Regarding: CS Chat Summary | Refund | Case No: [redacted][redacted] | For additional remarks, kindly respond to this email. I sent this email on Sept 9. I have confirmed with my credit card company that Lazada has not refunded the money as promised within 10 to 15 business days. Please clarify why Lazada is failing to fulfill its commitment. Thank you.