Lazada Avis 

Very poor service.

We have ordered an item that came in defective and I initiated a return only to realise they needed a video. So that return couldn't be sent in. I went to do the video after I settled my chores and you know what, I couldn't do the refund any more. The product arrived in a wrapped up form without a box was a ominous start. I had ordered a 3M product but this came in without a box although there were pre-adhered 3M adhesive tapes.

The item has scratches and a dent mark. I think we are scammed by the seller. And with lazada doing this kind of customer service, it looks like they protect the seller.

Update 15 aug

Had a horrible time with lazada online service that goes in circles. My returns was not allowed and I asked if returns could be done through the live agent. I have yet to receive an acknowledgement email about this conversation online.

I asked why the returns option disappeared when it's only been less than 1 day, in fact in a matter of hours. This live agent by the name of "Zoe" said my request was rejected because there was not enough information. But the fact was the request didn't even go through because I was short of the video. The submit button wasn't allowed. So how could it be rejected when it's not even submitted?

Then now the system says I cannot return because my returns is done beyond the 7 day time frame etc.

Hello, this was received just yesterday. I did return with the video but the system closed on me. To be blunt, it looked like it closed on me because they don't want to refund.

Zoe, lazada agent, told me to contact the seller. But the seller told me to contact lazada.

Returns and refunds is not hassle free but a horridly problematic one. Probably done by front end people that the top people don't know. Because this is ruining lazada reputation. How can you do this blatantly wrong service, when customers cannot return damaged goods by closing the window for returning?

Missed another point, the seller dismissed my question if they could refund me direct. They just posted a standard message asking if we have collected our order...

So you see, we are officially sticked with a damaged item.

Trust pilot should allow pictures to be posted up. Then people can see the exact picture of the whole thing.

I hope the top people of lazada gets to read this. I even offered to return at their building.and they refund me on the spot. But the agent skipped it..

Latest update:

The acknowledgement email came in but with a copy of a truncated chat history. And claims I disappeared.

But it says 'fear not' and suggests it redirects you to redmart. You go with it?....

I ordered a new garment steamer through Lazada and even added warranty, and instead I was sent a visibly used product in packaging that was obvious it was not new.
I tried to reach out to seller, but messages were not showing. I reached out to Lazada’s customer service, where I was told to request a return through their platform and then bring it to a pop station - despite the product being delivered to my address. Customer Service did not want to help. Kept referring me to their returns policy - despite being complicit in scamming me, by selling me a new product, but sending me a used one.
They finally agreed to reach out to seller for me, and would then update me over email. Within one hour, I got a reply from Lazada saying everything they’d told me in the chat; Log a return and bring it to a pop station.
Zero consumer protection or care from Lazada. Smells like a huge scam!

a bunch of con man is a more appropriate description of this company. The 7 days free return is never honoured. Once you buy, you are at lost end. The customer service is a group of headless chicken and totally not organized. I will give zero star if possible.

Useless customer service, seller cannot fulfill the order but status changed to delivered. And they said they cant do anything about it.
No qc on product listed..allow fake supplement, scam seller deliver unrelated item.

The refund policies are a scam. Bought item that is supposedly refundable, item was also damaged on receipt, but due to "system error", the refund cannot be raised. Support delayed my ticket for weeks, only to reply that I have lapsed the refund period. Scam company that grossly disrespects its customers and the law. I am bringing my business to Shopee, and I have had no problems with refunding via Shopee.

Will give zero star if there's one !!
It took damn long to get anyone via hotline or online chat. The Customer Service speaks bad English and does not understand customer well despite repeating my issues many times. All they care is their Customer Service rating by highlight their name again and again!
I asked for Case reference .. was promised TWICE that they will email me and update accordingly. Till now, there's no Case ID given nor any news of my overcharged bill. On top of it, LAZADA deleted my online conversation !!!

My $5 digital coupons expired and according to the T&C, auto refund will be initiated. However, when i called and spoke to a CS agent, Zeiana, she said there is no refund BUT on courtesy, she can only return with a $2 voucher. I told her I can’t accept that and asked her whether she can accept If she is me. To my surprise she said she can! Ha! This agent is lying straight without blinking her eyes!!!! Either she doesn’t understand or she is a true hypocrite!

It is very bad for Lazada not to honour what is be promised and worse of all have such an agent representing the company, who is unable to help customers to solve the issue and yet challenging customers!

One of the worst platform I experienced in Singapore. Useless customer service. I use Philippines Lazada is 100 times better than Singapore Lazada. My case is ongoing for last 2 months, still no outcome. Please don't use this platform.

worst return experience!! I bought gopro Pro 12 and return item unopened. The return process does not move at all without me calling them multiple times and every time I have to wait in line for 40mins. I have provided all the evidence , still asking to submit evidence everyday. This took over a month and still isn’t close to being resolved. Worst customer service experience I ever had!! Would have never made the purchase.

There is only 1 live chat CS agent left, Zoe for both Lazada and Redmart.

She never create a case no.to follow up on cases. Just chat for fun and disappeared for good.

What kind of people does lazada hire?

Lazada, be prepared to close your business for good.

Ditch them for good.

Useless and incompetent customer service, unable to handle refunds and returns. They used to be so much better. Now it’s just bots and zero resolutions.

Horrible service
I had to dispute a defective product, I presented video evidence that said product had been defective. I fought all the way to the manager, and in the end.
No refund, nothing. Just telling me the seller proved that the product was defective.
4 calls, all delay. no action taken.

Horrendous return experience!! I bought AirPods Pro 2 and returned them unopened. The return process does not move at all without me calling them multiple times and every time I have to wait in line for 20mins. This took over a month and still isn’t close to being resolved. Worst customer service experience I ever had!! Would have never made the purchase if I knew Lazada was this unreliable and didn’t stick to the contract of sale!

Account hacked, notified of fraudulent purchase by email, no clear way to report fraudulent activity and suspend account- telecom after on hold for 30+ mins. Promise that would be referred to supervisor and action taken. No response and 2 days later second fraudulent purchase .. account was not blocked. subsequently have deleted all payment details and changed password -- can not delete account because activity being investigated, did receive auto mail telling me my issue resolved -- a farce and asking for positive feedback -- no faith in customer service nor ability to limit material loss by taking prompt action. DO NOT TRUST WILL NEVER USE AGAIN

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

Despite numerous phone calls and emails it appears impossible to return faulty and in my case misleading merchandise. Will never use this platform again and warn others to avoid at all costs!!

Lazada has the worst customer service on earth. The calls are not answered and the agents cannot resolve problems. My item for refund shows pending collection but 13 days has passed and no one from Lazada or Ninja Van has contacted mt to collect the item. Ninja van says the return request had to raised from Lazada. The chat bot is USELESS. Worst nightmare dealing with Lazada customer service- incompetent and inefficient with average waiting time of 30 mins

Lazada customer service is the worst I have ever come across. My goods were not delivered as promised and the seller KeKe.sg clicked that it was delivered so that I will not automatically get a refund. I've been trying to get a refund since 31/05/24. It has now been almost a week just trying to get an answer. I contacted 4 customer service officers, Melissa, Remille, Josh and Yenna. They just go through the motion on their list asking all kinds of questions . They do not actually listen to your concerns. All my emails to them went unanswered. I had provided proof that I had screenshots of my conversation with the seller KeKe.sg that showed that he willingly clicked that the goods were delivered when it was not. This is so that I automatically will not get my money back. I requested to speak to their manager but I was denied. I was given all kinds of excuses.
1) Their computer system was down and they did not know when it was going to be repaired. 2) Manager is busy and cannot answer my call. He may or may not call me depending on how busy he is. 3) We cannot send you an email to say that you will get a refund etc. I find this online buying platform very dodgy now. I was never like this when they still had local staff to attend to you. It seems like they have outsourced the customer service to the Philippines. I will think twice about ordering from Lazada again.

Too many bad companies in Singapore. For example:
Lazada
AIA Healthcare
Fitness First
Rip off restaurants
Unhelpful apartment lease agents
So I am quitting Singapore.
These companies are bad for Singapore. The Singapore government should do something about them - shut them down.

lazada has extremely bad customer service and they are defrauding customers indirectly. I have a very bad experience with them and lost more than 150bucks buying items from them and never received them. They dont bother responding and rectifying the issue and takes no ownership of the service they are providing.