Lazada Avis 

Overall experience with Lazada has been pleasant thus far. Everything functions as expected.

Features
Incentives such as coins (when you review items) can help you get items for cheaper, even more so when it’s on a special sale.
There’s an ‘Ask the Buyers’ feature that comes in handy when needing more information before purchasing a product - past buyers will be able to answer those questions. It’s a nice community thing that I’m all for.
Lazada CHOICE lets you get discounted add-ons (upsell) when you buy x amount (I’ve thus far encountered Buy 5 Get X)

Website experience
Fair. It could be a bit hard to search for items compared to the app but everything else was alright. UI isn’t cluttered by any means and it sticks to a simple grid system, but it does look messy and overwhelming at times when the rows are stacked a little too close together, a little more breathing space would be nice.

App experience
Pop ups can get annoying especially when you open the app for the first time in the day. You’re invited to play games (Lazland), unlock exclusive vouchers by cracking eggs (LuckyEgg), spinning wheels for chances to win things… it can get pretty overwhelming.
Tabs are easy to navigate: Home, Fashion (Taobao Fashion), Messages, Cart and Account.
For Taobao Fashion and they’d have Buy X for -X% off and Free Shipping.
Via popups, it’s easier to collect daily and weekly vouchers compared to the website.

Reviews
Review quality have taken a bit of a downward turn when Lazada started providing phrases and words — which I believe it was meant to help reviewers if they’re at a loss for words (e.g. dumb as rocks and can’t string a few sentences together) But now people could just spam these phrases and be done with it. So it does get a bit hard to make a purchase from a vendor when you’ve no quality reviews to go by.

Games
When you’re passing the time and have nothing better to do, some games aren’t too bad.
MergeBoss, GogoMatch, LazFun, Crack & Win, CapyBistro and StyleStar.
I’ve only tried MergeBoss - addictive
and GogoMatch - you’re able to earn some LazCash which shaves off cents off your purchases.

Product catalog
Pretty vast when all things considered, though it may not compare to Shopee in terms of product catalog scale as Shopee has more vendors with more options but I still find most of what I need on Lazada. Certain vendors such as indie shops and artists have a higher likelihood of being on Shopee than Lazada.

Cancellations, returns and refunds
I’ve only made cancellations and requested for returns or refunds within reason. With sufficient photo proof and acting promptly (+ being sure to return products in the state which it came in), I haven’t had issues. Lazada has allowed me to return items and refunds have been relatively prompt.

Tracking and shipping services
All good at the time of this review.
Parcel tracking is constantly updated and couriers would send me a message when my parcel has been delivered.

LAZADA KEPT DEDUCTING FROM MY SALES AND TO PAY FOR THE PROGRAM THAT I DIDNT EVEN SIGN UP FOR. EVEN I HAVE DOUBLE CHECK EVERYTHING AND MAKING SURE I STOP ALL THE AUTO SIGNUP THAT THEY DID WITHOUT MY KNOWLEDGE. NOW THEY SAID I HAVE OVERUSED THEIR CREDIT AND IT WILL BE DEDUCTED FROM MY SALES. BASICALLY THIS IS STEALING! AND I AM DOING CHARITY FROM SELLING!!!! HOW FAIR IS THIS?

Simply useless

Very very poor service and poor customer service. 10 plus years with them but such useful service

LAZADA Malaysia has poor customer service and they also had hold of your money even the item wasn’t received by the customer, refund and cancellation by scammed seller, was tolerated. Customer has the right to get their money once the item wasn’t received but it takes months already I haven’t received my money. It’s only a small amount but the trust is the issue here . I can’t put my trust anymore.

I have requested Lazada customer service to arrange pickup from my location for over a week but nothing happened except for empty assurances.I am considering a switch to other alternative online platforms eg. Shopee ,Temu etc.after a terrible experience with Lazada.

I HV bn writing 9 times at least with each n every detail n I dnt get the refund. They play musical chess and keep creating new case no's until my original case no disappear so no case to claim. Hot line play musical chess from one to another. I have proof of all my correspondents are are willing to supply to any com or review with all my proof . Why deal with Lazada n get refund issue. I used them 7 years n stopping now...frightening....

I had been using the platform without problem for several years. Items ordered, order gets delivered and I mark as delivered after checking the items, and platform will pay the seller. If I do not mark the item as delivered, it will be automatically marked as delivered and the money will be released to the seller after a certain period of time.

There has been several times items are out of stock and the sellers would inform me to file the refund upon receiving and I got my money back without a problem.

My recent problem occurred when the seller sent an incomplete parcel, where I then filed a refund upon receiving. The seller told me to cancel the refund claiming that they’ve sent a replacement for the missing item. Trusting the seller, I cancelled the refund request and later found out from the seller who blamed the logistics for losing the item and there’s actually no replacement being sent out after I asked for the tracking information of the replacement item.

I tried again to raise a refund and was denied by the platform even after going through customer service. (Twice)

Hence, with the platform AND the seller holding no accountability for this issue, I practically paid for something I did not receive and there’s no way of getting the money refunded.

Update on 29/3/2025:
Seller did made a reshipment from their warehouse and that item arrived this morning. I did receive the purchased item eventually.

However, my experience in the refund process made me realise the amount problematic aspects in this e-commerce platform. The platform is not impartial and showed to be protecting the sellers more than the customers. If the seller refused to refund the money, the platform will protect them instead of customer's wish for a refund.

Hence, purchase with caution on this platform.

AN EPITOME OF THE INFAMOUS SOUTHEAST ASIAN FRAUD. Ordered a high value item from Lazada in the Philippines. The seller, turned out to be located in China, instead of the item i ordered sent a useless worthless piece of plastic of unknown purpose. I opened a claim with Lazada, sent that plastic piece back. Lazada refused to refund siding with the seller. In all indications Lazada colludes with fraudsters in China to scam buyers. Please stay away from that cabal.

SCUM... I ordered a product , told me would arrive 2 days later and the product never arrived.
Lazada is a scum, now I don't know how can I get my money back which probably I will not be able to do it.

I ordered four identical items, but Seller only sent me two! Instead of categorizing this as a ‘missing item’ issue, their incompetent agent, Nabila wrongly labeled it as a ‘wrong item’ case. How does that make sense when the items I received are correct but incomplete? Now, they expect me to return one item before they take any action—this is completely illogical!

Nabila CS is an irresponsible and unethical customer service agent who only wants to close cases quickly without caring about customers' rights. Lazada’s poor handling of this issue, constant delays, and refusal to take responsibility prove how unreliable their service is. If you value your time and money, avoid Lazada!

La página es un verdadero fraude, era vendedor aquí y luego de algunos pedidos entregados y pagados ellos jamás me devolvieron mi dinero invertido, contacte servicio al cliente y solo pedían más dinero, tener cuidado esto es un fraude total.

Force users to install Whatsapp for verification. Can't it just send verification code to email or via SMS? It is very stupid

Customer reviews on Lazada are not often helpful. The reviewers gets coins to write something. So they write anything just to get the reward like: got the package. It was delivered quickly. Looks good etc
Then to get more coins they take meaningless photos of the product box.

Amazon does not reward customers for silly reviews so reviews on Amazon are genuine, detailed and helpful. Plus Amazon reviews can be updated anytime in case the buyer wants to add his opinion after owning and using the product

Lazada should stop rewarding people for reviews that are meaningless.

I notice Lazada now prompts reviewers with phrases of praise that they can use if they can't think of their own words. This is even more meaningless

Lazada customer service is getting worse and worse. I ordered an item and it allowed for change of mind. I applied for a refund within a day and the dishonest seller sent it to dispute and stupid lazada took the side of the dishonest seller. What does change of mind mean if one cannot return the item within a day and it was even clear that the advertisement lies about the product. Disgusting company

The original return airwaybill for an item was defective on the Lazada app. When trying to return the defective item after speaking to the helpful seller, the return was accepted and drop off to our closest point was selected since per the map, it was only 1km away. Lo and behold the closest drop off for J&T courier ended up being 6.2km away (20 mins by car) with the other locations on Lazada app being permanently closed. When we reached the courier the return airwaybill in the app did not work. Immediately on 2Nov we contacted Lazada for a new return airwaybill. Spoke to Evelyn. Told to wait and new one will be sent in 2-3working days. 4Nov spoke to Eliza. 12Nov spoke to Rose since new returm airwaybill still not received. Emphasised the last date of return in the app is 13Nov. Rose managed to get the airwaybill sent within the day as promised but when we tried to use the airwaybill again did not work! Finally spoke to Sita 13Nov and still no resolution. Even refund is not allowed, cannot speak to manager, unable to switch from drop off at courier to pickup from site. Frustrating trying to wait for customer service to respond, waste of time and petrol travelling. Very disappointed as long time customer. Will be switching to competitor platform for purchases.

For all those who have been scammed by Lazada’s sellers complain to the FTEB, address and below. Their email address is on their webpage. My message to Lazada follows:
Please advise your CEO that your company has been reported to the Fair Trade Enforcement Bureau (FTEB), as it is about time Lazada Philippines did something about the high number of scam sellers, advertising branded products but delivering counterfeit and fake items, you have your system. You have on your database hundreds of products for sale, at prices, it is obvious they are scams so why are you allowing this and why are you not doing something about it? So many items are being advertised that are so cheap they cannot be real. Mobile Phones for under a P100 are just one of the many examples. I for one, (and this is my formal complaint to the FTEB) purchased an OPPO phone for just under P1700 and that turned out to be a fake. To get my money back, I have to wait 5 days for the seller to agree, and if he does not then a further wait until the seller agrees to the refund, and if he does not I have to wait a further period for Lazada to investigate. Even then the refund gets put into my wallet, not a cash refund to my bank account. Disgraceful as this is, in my opinion, putting into the wallet, is getting the customer to use the money to make further purchases rather than giving the option to send it immediately to the purchaser’s bank account.
LAZADA should carry out checks to assess their sellers' honesty and integrity. I have identified many so I think by looking at buyer’s reviews and complaints, they could easily identify and hopefully block them.
I have asked the DTIs (PH) Fair Trade Enforcement Bureau (FTEB), being the proper agency that has jurisdiction to investigate and can best handle my concern. I am also recommending anyone who has similar problems do the same to make Lazada do something about all the fake products being advertised as other genuine branded products. I will publish their details in every media outlet so people are pre-warned. Their email and address is as follows

1-3F UPRC Bldg.,
315 Sen. Gil J. Puyat Ave., Makati City
Telefax: (+632) 7215.1165
Cellphone: (0917) 137.3796

Wanted to pay into Lazada wallet so I didnt expose my credit card information. Got the barcode from Lazada on 13.10.24, went to a 7-eleven, paid RM500 into the account and got a receipt. Checked Lazada and didnt appear in the wallet. On checking the next day, still no credit in the Lazada wallet. Checked with RAZER from 7-eleven and was told the amount had been credited in Lazada. Checked again this morning and RAZER confirmed paid to Lazada. Got an email from Lazada to say never received the money!!!!
This gives me the impression that I have been duped and cheated. Never faced this problem with ShopeePay.

Have been liaising with Lazada’s customer service agents numerous times to cancel my order which has not been delivered at all within reasonable expected timeline but to no avail. Just wasted more time liaising with another agent Zoe in the evening on 9 Oct 2024 who even lied saying will help place a cancellation request and an email will be sent for this purpose to me. But no email received and order still shown as outstanding to-date!

This is the best online plate form to buy things . They describe the item in detail. Size colour weight and photos.