I am a regular shopper with Lazada Philippines, I gave up hope of receiving any competent conversation from their Customer Support long ago, and here are just some of my recent experiences that not just serve to demonstrate their incompetence but that they are also dangerous instructing their customers to transport hazardous materials regardless of what the consequences may be.
One … I had ordered an 'American Legacy' brand of convection oven and I particularly wanted the American Legacy model, I specifically paid more for it, because I knew it to be one of the best models available. What the seller actually shipped to me was a 'Micromatic' branded model and when I complained they lied to me that both brands are exactly the same model and it, Micromatic, is the only model that they stocked, when I subsequently checked the then American Legacy brand listings they were all fraudulent, thay were actually for a Micromatic brand.
So getting on to Lazada and going thru all the questions and answers, pictures etc. they asked that I return the item, I live on an island where we only have one branch of LBC and the tricycle fare to/from is PHP500 so we don't want to be wasting journeys to and from.
I agreed to return it so asked Lazada for a 'Micromatic' returns label which they couldn't provide because I had never ordered a Micromatic, I had only ordered an American Legacy, I explained that LBC will not accept such a fraudulent discrepancy but rather than act to avoid such a situation they encouraged me to commit fraud by taking it to a different branch of LBC, we only have one branch!
Lazada simply cannot provide a returns label for an item that wasn't ordered.
Two … Similar to above, I had ordered 10 x 16 meter rolls of electrical tape but what the seller shipped was 10 x 8 meter rolls, they had tried to cover up their fraud by concealing the description on the item label but the barcode identified the truth.
Once again Lazada asked that I return, I explained regarding the discrapancy between return label and actual item that I knew the local LBC wouldn't accept and to cut a longer story short a refund became discussed.
50% of the order was equivalent to PHP110 which I told Lazada I was prepared to accept, they tried to fob me off with just a PHP100 refund and it was only when I stood my ground that they explained that they couldn't refund me the exact amount, that they can only refund in multiples of PHP50 so had to refund me PHP150, is this stupid or what!
Three … I had ordered a spinning mop & bucket that was to include two additional head refills, it arrived missing one refill for Lazada's response to be, as per standard, to take a picture, I had to question of Lazada if they were serious, that they expected me to take a picture of something that I don't have.
They decided upon a partial refund instead!
Four … And this is a classic:
I had ordered 3 x 405g jars of a vinegar based pickle but what the seller actually shipped was 4 x 270g jars, regardless that 3 x 405g = 1,215g whereas 4 x 270g = 1,080g, a shortfall of 135g for which the seller offered no apology or recompense and instead suggested that I should consider myself lucky that I received 4 jars rather than 3, but the seller had inadequately packed and all 4 jars were leaking, even as I unwrapped the package the stench of vinegar was overwhelming.
So it was back on to Lazada who, as per standard, insisted upon a return for me to explain that there were two 'stand out' problems regarding that, (1) that they are unable to provide a returns label for 4 x 270g jars so LBC will not accept and, (2) that vinegar is an acid, a hazardous and corrosive substance and LBC will most definitely not accept a package that is leaking such a corrosive substance.
This has already been going on for some two months already and it seems that each time I contact Lazada's 'Muppet Show' I am asked to take pictures, it is explained to me that the returns window has closed and time and time again I find myself needing to explain.
I have asked of several Lazada 'Muppets' if Lazada has provided them with any training whatsoever regarding the transportation of hazardous material and to a man every one of them has declined to answer with, most recently, the muppet of yesterday terminated our chat rather than answer the question, they are clearly under a directive not to discuss the training that they have and/or have not received.
Somewhat fortunately for the nation of the Philippines I am trained regarding hazardous materials, not immediately but if an accid such as vinegar leaked on an airliner then it could eat its way thru some cabling or serve to weaken the airplane structure and, thru a lack of training, Lazada are encouraging us to transport such hazardous materials, telling me that if one LBC branch won't accept it then to try a different LBC branch.
This dispute has been going on for some two months already, I actually have it in an email from LBC that they will not accept the leaking vinegar, and still there seems to be no resolution in sight from LBC.
LBC aren't just incompetent, THEY ARE DANGEROUS.
Answering to the question being response in my first review.
ORDER# ************** (this order# is from my original purchse which I already returned)
ORDER# ************** (this order# is my new number for the reordered item for my replacement)
Note: please help me by informing the RETURN AND ORDER department to please UPDATE my account especially my MY RETURN and MY ORDER for me to know what are the details and what is really happening for the sake of TRANSPARENCY.
I placed my order dated July 27,2018 and paid via credit card for my order ONEPLUS 6 128GB DUAL LTE (AMBER RED) A6003 VERSION. The seller is PRIME 88 and their unit/item is worth PHP 34,188.00 The shipping fee is PHP 1006. 00 but since I have a voucher coupon I was deducted PHP 200.00. In other words I paid PHP 34,994.00.
August 04,2018 (Saturday) 2GO EXPRESS texted me to anticipate a delivery within the day. Before I continue my story, I want to mention that I am a loyal shopper of LAZADA. If I am not mistaken I made less than or more than 50 successful orders but this is the only one it troubles me a lot. In my last account I got 4 0rders, the phone and 3 oneplus 6 accessories. I have maybe 4 accounts but I forget such my email and the password associated with it. You can search through my full name so that you can see all my orders.
Going back to my story. 2GO Express came and deliver my 2 order ( ONEPLUS 6 128GB DUAL LTE AMBER RED (SUPPOSEDLY) ana a 1 case). I am so very excited about the phone. I told the delivery boy that I will open the package for ONEPLUS 6 mobile phone in front of him to witness if ever it is not the actual item inside the box. Upon unboxing, we are surprise because the box is not intact and when we open the box, the content is soap (tender care) and "dalawang turnilyo". The delivery service told me to go with them in their office to report it. They gave me a form and I stated their what really happened and the actual content that I received. I signed it and also the 2 personnel from the delivery service signed also. They told me that they will forward the report the their HQ.
I successfully returned the item via LBC dated August 07,2018 and AUGUST 09,2018 it reflected in my account under MY RETURN that it is already received in their warehouse. August 11,2018, a CSR-agent named Janine update me that my RETURNED case is in a status of REPLACEMENT.
August 14,2018 Janine update me again and gave me my new ORDER# for my replacement. The same day PRIME88 (seller) chat me that LAZADA already ordered to them another item which is ONEPLUS 6 128GB DUAL LTE AMBER RED but due to availability of stocks prime88 only have A6000 version and agreed to that version because I don't want any delays anymore. Janine emailed me also that day also confirning if I am okay with A6000, and I confirmed it and agreed again.
August 15,2018 Prime88 chat me that the item is already shipped via 2GO express.
As of now while I am writing this, my account is not yet updated, my account under MY RETURN is still PACKAGE RECEIVED in status and yet Miss Janine already told me that they are into REPLACEMENT already and PRIME88 already shipped and Janine already gave me my new ORDER# but the new order (replacement) is not yet reflected in my account under MY ORDER.
I chatted with one of the csr-agent and told me to wait for the update. Update is very much important so that if ever I receive a wrong item again I could file an online return form if it reflects in my MY ORDER that it already DELIVERED, given the fact that I have only 7 days to return to the item start from the day it delivered to me. (Sobrang nakakainis sa part ng pag return kc since first time ko magreturn, nagpabalik balik ako)
Ito na lang masasabi ko since nagpaadvice ako sa Vice Mayor namin dtilo na isang abogado. Kung maling Item na naman ang matanggap ko sisiguraduhin ko sa pagkakataong ito na magpa fike ako ng legal case for LAZADA, LAZADA EXPRESS, PRIME88 at 2GO EXPRESS. Kumpleto ako sa documents, photos, screenshots, emails convo, chat transcript Sent to me via email, my card info na nabawasan ako sa purchase ko with LAZADA and others. Makukunan ko din affidavit ng family ko, pinsan at kapit bahayIna nakawitness. PAO o public attornry office ay handa akong tulungan ng libre.
This coming delivery, bubuksan ko muna ang package ng di pinipirmahan ung receival Form. Kinausap ko na rin na ivideo at picture rin ng dalawa kung pinsan da pag unbox ko sa package sa harap ng magdedeliver. Pag mali na naman ang item dko pipirmahan at diko tatanggapin yun package, issauli ko.
Sana naman sa mga mandurugas jan sa hanay nio, gwin nio naman ng tama ang trabaho nio. AKALA ko EFFORTLESS SHOPPING? Eh trinutrauma ninio ang customer nio mga walang hiyang mga magnanakaw. Kung sino man ang gumawa nito dapat managot.
Hi Rene E, may we know the order number of your item for us to check it? We are continuously working on making our services better. Thus, we wont tolerate any untoward incidents to happen again. For more questions and updates, you may reach us via our Contact Us page at http://bit.ly/2u8lDFO. You may also reach us via our Social Media accounts such as Facebook, Twitter, IG, Youtube and Google+. Regards!
Forget lazada i"d rather buy on the mall
Uninstall my lazada Apps and Remove Browser bookmark on Lazada
Hi Melvin Z, may we have the item name of the items you are pertaining to so as the shipping address so that we can check the shipping rate on our end? We are continuously working on making our services better. Thus, we won't tolerate any untoward incidents to happen again. For more questions and updates, you may reach us via our Contact Us page at http://bit.ly/2u8lDFO. You may also reach us via our Social Media accounts such as Facebook, Twitter, IG, Youtube, and Google+. Regards!
STRIKE #1: Item (TAROT CARDS DECK/GAME) was ordered on February 23,2018. Paid PHP655.00 thru Alipay via 711 in Amorsolo Street, Makati, over the counter later that same day. However, Lazada informed me almost a week later that the item was already OUT OF STOCK with the seller. I immediately demanded a refund via telephone call to their Hotline [02-*******]. Lazada Customer Care Service referred me to the Alipay PH Customer Service [02-*******]. Dun ko lang nalaman na *magkaiba* pala yung customer service ng Lazada at Alipay. So sa Alipay CS agents ako nag-correspond thru email. As per the agents' request, I emailed three [3] proofs of my identity (i. E., my GSIS UMID card, my Driver's License with LTO receipt dahil di pa available yung mismong renewed ID card & also my e-passport). I emailed my personal documents & bank details (BPI Savings Account) to Alipay on March 3,2018. Then, I had to wait for a MONTH for Alipay/Lazada to return my money thru bank deposit. Di man lang nag-acknowledge yung Lazada or Alipay na natanggap na nila yung pinadala kong email messages with attachnents. Literal na parang iniwan nila ako sa ere. Ako yung pursigido na tumawag parehas sa Lazada at Alipay Customer Services dahil parang walang pakialam o initiative yung mga agents nila na gawin ang dapat nilang gawin para maibalik agad yung refund ko. FINALLY, after I made more than thirty [30] emails & phonecalls (follow-ups), my money was only refunded to my BPI Savings Account on April 3,2018. Actually, kulang pa nga ng dalawang piso (PHP2.00) yung sinoli ng Alipay/Lazada sa akin (PHP653.00 imbes na PHP655.00). Pero pinalipas ko na lang yun dahil maliit na amount lang yung mistake nila. But ang hindi ko talaga ma-take ay bakit SOBRANG TAGAL. Hindi ko maintindihan ano bang problema ng Alipay/Lazada sa pagsoli ng pera ko, dahil unang una, *wala* naman akong natanggap na item dahil sa seller pa lang, out of stock na pala.
STRIKE #2: I ordered a STAR WARS DESIGN BAG last April 12,2018. It is so *clear* from the photo & description posted on Lazada that the bag's design is Star Wars. However, on April 14,2018, I received a very ugly orange bag instead of the Star Wars design I ordered. My payment method was COD; I had to leave the cash with our maid because I went to church that morning. Pagka-uwi ko, dumaan na pala yung delivery man ng Lazada. Pag-bukas ko ng package, gusto ko talagang IHAGIS sa sobrang galit. MALING MALI yung hitsura ng pinadalang bag ng Lazada. Ang layo-layo talaga sa Star Wars design na naka-letrato ay naka-paskil dun sa original ad. I immediately called Lazada's Customer Care Hotline twice that same afternoon [02-*******] & was advised by the first female agent (named Raul Leth) to fill up the RETURN FORM in the Lazada app. However, the Return Form wouldn't submit, so I had to call the Lazada Hotline again. The second female agent (named Salve) confirmed to me that my Return Form was indeed submitted to their system. She then dictated to me the RN (Return Number) & instructed me to write down both my Order Number as well as the Return Number in a clean sheet of paper, tape it on the original packaging, then bring the wrong item to the nearest LBC Branch.
On April 15,2018, I brought the wrong bag that Lazada sent to the LBC branch in Cash & Carry Mall in Makati. The wrong bag was still inside its original clingwrap & the dark blue Lazada plastic packaging. I made sure all the labels & official receipts from the seller were included inside. I wrote down on a post-it my personal details (full name, address & cellphone no.), together with the order number, return number given by the agent, then the reason for the return (i. E., wrong item sent). I then taped the post-it on the original Lazada dark blue package plastic. At the LBC counter, the clerk made me write down the same info on the official LBC shipping sticker. Then she stuck the sticker onto a large LBC white plastic pack, then placed the entire Lazada package inside it (i. E., wrong bag inside the Lazada blue plastic package was then all placed inside the official LBC white plastic package). Afterwards, I was made to sign the LBC package with my signature & date twice, then the clerk told me to sign the official LBC receipt several times, front & back. The clerk then instructed me to immediately call the Lazada Hotline & give them the LBC tracking number on the upper-left side of the receipt.
On April 16,2018, I called Lazada Customer Service Hotline again & informed the agent (named Jane I) that I had already returned the wrong bag sent yesterday at LBC. She then asked for my personal details, order number & the LBC tracking number. She then told me that upon Lazada's receipt of the LBC package & the completion of its quality evaluation of the wrong bag I returned, they would contact me again regarding my demand for refund.
On the evening of April 17,2018, I chatted live with a Lazada agent (named Tracy E). I asked if Lazada had already received the wrong bag I returned last Sunday morning (April 15,208) thru LBC. According to Tracy E (agent), the LBC page wouldn't load, so she asked me for both the LBC package tracking number on the official receipt & also for the Return Number of the return form I filled up last April 14,2018 (Saturday). Honestly, I found Tracy E's request a bit *strange* because as you read above, I got my Lazada Return Number from another agent (named Salve) during my second phonecall to their Customer Care Hotline the previous time I called. Anyway, Tracy E asked me to send her a photo of the official LBC receipt. However, the UPLOAD button in the Live Chat wouldn't work, so Tracy E said she will send me an email instead. Dun ko na lang daw i-attach yung letrato ng LBC receipt pag nag-reply ako sa email niya.
On April 18,2018, I received an email from Lazada. The subject line is: "We have received your return request for order
On April 19,2018, I received another email from Lazada. The subject line is: "We have received your return item(s) from order
An hour later (still that same morning; April 19,2018), I received another email where Lazada said: "We are glad to inform you that your refund for your said order amounting to PHP695.00 is already in progress. Please anticipate a separate email from our Payments Team within 2-4 days."
Immediately upon checking the My Returns section of my Account in the Lazada app, there is a notification which states that as of: "19 Apr 2018 - 10:13, We are reviewing your refund request." Then at the top corner, it states: Refund money via LBC Remittance." Then right below that is an RA Code: RN
Note that I specifically requested many times both to their hotline & live chat agents & also in the written return form & the return questionnaire that I prefer to have my payment (which was COD) refunded thru deposit to my BPI savings account. In fact, bank deposit is specifically among the refund method choices outlined in both the return form & the return questionaire. Kaya nagtataka ako bakit yung pinili ng Lazada na refund method para sa akin ay thru LBC remittance. Saan nanggaling yun? Bakit pa nila pinapapili yung buyer/customer ng refund method choice, kung hindi naman nila susundan. In my case, walang malapit na LBC branch sa bahay or sa office ko; talagang sasadyain ko pa pumunta sa LBC para lang makuha refund ko. Same story nung sinoli ko yung wrong bag sent nung Sunday (April 15,2018); yung pagbalik lang sa Lazada ng wrong item ang dinayo ko sa LBC. Hay kainis. "EFFORTLESS SHOPPING" yung tagline nila, pero GRABENG EFFORT naman para makuha refund mo kahit wala ka namang kasalanan o pagkukulang sa Lazada. Not everybody has a lot of free time or extra money para i-go thru yung mabususi at matagal na returns & refunds process ng Lazada. Sobrang nagsisisi na talaga ako dahil Strike #2 na Lazada sa akin. Hindi ako OA na reklamador o maarte, pero customer service is soooo bad. Buti kung freeloader o nanghihingi lang ako ng libre galing sa Lazada.
Yesterday (April 21,2018), I received two [2] consecutive emails as well as a text message from Lazada informing me that my refund was already available thru LBC remittance. They specified that I fill in the LBC encashment form using the following info they provided:
Sender: LAZADA PAY-OUT
Receiver:
LBC Remittance Number:
Amount: PHP695.00
NOTE: Show Lazada's emails & SMS at the LBC counter.
ALSO NOTE: Bring valid government-issued ID with photo when claiming at LBC.
Sabi rin sa email ng Lazada na valid hanggang FOURTEEN [14] DAYS lang simula dinisburse yung refund. After that, wala nang habol si customer/buyer sa Lazada.
This afternoon (April 22,2018), dumerecho na ako sa LBC branch sa Cash & Carry Mall sa Makati para kunin yung refund ko. Like nung time na sinoli ko sa Lazada yung wrong bag sent nila sa same LBC branch, napakalaking abala para sa akin dahil yan lang ang pakay ko pumunta ng mall. Pero wala na akong ibang free time at ayaw ko nang patagalin yung sakit ng ulo ko.
So pagkarating ko kanina sa LBC branch, nag-fill up na ako ng Encashment Form. Then nung nasa counter na ako, sinabi ng female cashier dun na pakisulat yung ORDER NUMBER ko dun sa Encashment Form. Buti na lang sinulat ko na lahat ng info na yan dati pa (i. E., Order Number, Return Number, LBC Package Tracking Number) kaya hindi ako nangarag lalo. Take note na hindi binanggit ng Lazada sa email nila na kelangan susulat mo pati yung Order Number sa Encashment Form. Just be prepared bago ka pumunta sa LBC to spare yourself additional stress.
Then, nainis ako dahil after ko i-submit yung Encashment Form at valid IDs (GSIS UMID at LBC official ID card), sabi ng cashier na hindi daw niya ma-connect yung server nila sa LBC sa refunds account ng Lazada. Kelangan daw "bumukas" yung connection kundi hindi nila mapro-process yung refund request ko, kahit kahapon pa nag-email at SMS yung Lazada na ready for disbursement na yung refund ko sa LBC. WTF DI BA? Ano yun, nagsayang lang ako ng oras pati pera na dumayo sa LBC para sa wala.
Dahil napansin nung cashier na super bad trip na ako, sabi niya, "Ma'am, kung willing kayo to wait, tatawagan ko po ngayon yung Lazada." So pinaupo niya muna ako tapos nakita at narinig ko na tibatawagan niya paulit2 yung Lazada (not sure kung sa Customer Service Hotline din siya tumatawag, o may ibang phone number ang LBC na derecho sa Lazada).
Anyway, after wasting another twenty [20] minutes of my time waiting for Lazada to give LBC access to its refunds account, tinawag ako ng cashier at sinabi na ok na yung connection nila with Lazada. Thereafter, nakuha ko na yung buong PHP695.00 pagkatapos pirmahan 2x yung resibo ng encashment. #SAWAKAS #NATAPOSDIN
Ang napansin ko sa both STRIKES #1 & #2 ay kung gaano ka-UNCOORDINATED yung iba't ibang personnel at departments ng Lazada. Wala ba silang CENTRALIZED na database para sa mga customers' information? May sasabihin yung isang agent; iba naman yung sasabihin ng isa pang agent. Sobrang litong lito na tuloy yung customer. Wala rin coordination yung Lazada sa co-companies niya, tulad ng ALIPAY at LBC. Ang impression ko kanina dun sa cashier ng LBC ay hindi sila nino-notify or binibigyan ng full instructions ng Lazada kung paano mag-handle ng proper refunding procedure. Naranasan ko na rin na paikot-ikutin ako ng Lazada pati Alipay nung unang beses ako nag-request ng refund (see STRIKE #1 incident).
As you can see, relatively *inexpensive* lang naman yung mga hinigi kong amounts for refund (PHP655.00 & PHP695.00). Kung tutuusin, I could have simply turned a "blind eye" & let both incidents slide. Pero I want to teach Lazada a lesson even in a small way, that IT IS NOT RIGHT to simply take the customer's payment, but delivering the wrong item or sending a defective item or not delivering within the stated time frame/estimated date). NO MATTER HOW "CHEAP" THE ITEM IS. The price of the item is immaterial & irrelevant anyway, because we are paying customers & we have the *right* to expect efficient service from Lazada in exchange for our hard-earned money.
While I am extremely THANKFUL that I got my second refund thru LBC remittance much quicker than the first refund thru Alipay (1 week versus 1 month), I am still dismayed that an online selling company as big as Lazada seems to be so unprofessional & inefficient in handling common customer concerns such as wrong items sent, defective/fake products or cancelled sales. Literal na MADUGO ang entire process of return & refunds. Personally, it was a big hassle for me to go to LBC myself to return the wrong item sent then to claim my refund there, even if I had no fault. Waste of time & money because of Lazada's carelessness. Hindi lahat ng customers ay may free time, extra money at mahabang pasensya to go thru all that I experienced.
*** THE END. Thanks for reading. ***
[UPDATED with the details of the actual LBC disbursement process of my second refund; April 22,2018. 6:05pm. Sunday]
P.S. I should mention here that an identified male person claiming to be part of Lazada's Customer Service (I forgot to ask his name & he did not mention it) called me up last April 17 or 18,2018. He said that he read my negative review of Lazada here on Site Jabber & that he will "escalate" my request for second refund to their Returns & Refunds Department. He asked for my Order Number, Return Number & the LBC Package Tracking Number of the orange bag that I returned last April 15,2018. Then he requested that should I receive my money back, could I remove or delete my negative review here. I said NO, because it is my right as a costumer to voice my valid concerns not because gusto ko lang "manira" sa Lazada, but because it was so exhausting & complicated to go thru Lazada's entire returns & refunds process.
Hi Veronica, we understand your disappointments and we appreciate that you reached out to us. For us to settle this matter the soonest, may we know the order number that is associated with your concern?
For more questions and updates, you may reach us via our Contact Us page at http://bit.ly/2u8lDFO.
You may also reach us via our Social Media accounts such as Facebook, Twitter, IG, Youtube and Google+, LIVE Chat is available from 8am-5pm Mondays-Fridays. Regards!
Where is my order?
I paid already and i still didnt receive my $#*!ing order. What is this a scam?
Nag order po ako ng wawawei 8803 Kids Potty Toilet Training(Pink) iba pong item ang dumating ang mas masaklap pa sobrang dumi po nito at sira pa..
Hi jenelyn m., we understand how you feel about this and we sincerely apologize for the inconvenience this has caused you. For further assistance may we ask for the order number so that we can check it. Thank you.
So disappointed!
I have been waiting for my item and made sure that someone is at home all the time to receive the item then i received an email from lazada saying that i refused the item. Paano ko e refuse ang item na hindi naman i deneliver... liar pala yung 3rd party ninyo, why need to put the blame on us?... palagi ako bumibili sa lazada esp pag christmas para pang gift at palagi nalang ako nadidisappoint. I kept on trusting lazada sa mga christmas gift ko but why cant u give a service that i deserve as a loyal customer?
Natanggap ko yung other item same day na nagemail kayo na ne refuse ko yung iba, i am a responsible customer, hindi ako magoorder kung e rerefuse ko lang din so pls be a responsible seller too.
Dont just cancel an order right away without even knowing if renifuse nga namin...
Ggggggrrrrrrrrrrrrrrrrrrr...
We're sorry to hear about that fe p. May we know the order number so that we can further check it?
Cancel my ORDER # *******. Accidentally ordered.
Hi RS M,. Thank you for accepting our call. This concern is now resolved.
Courier shld give their contact number to customers for faster delivery
Hi leah, please be advised that we do not have the direct contact of rider to deliver the order but no worries because each of our courier have their customer service hotline if you want to make a follow. Also, our customer service hotline (02) 795 8900 is available everyday from 6am to 12 midnight. Thank you. ~ Spencer
Good pm. bakit po declined ang oreder ko? Nagbawas sya sa paypal fund ko.
Order # *******
Thank you for accepting our call Ashlyn M! This concern is now resolved. :)
Hi Harry P., we do understand how you feel like a customer and we appreciate that you reached out to us. For us to settle this matter the soonest, may we know the order number that is associated with your concern?
For more questions and updates, you may reach us via our Contact Us page at http://bit.ly/2u8lDFO.
You may also reach us via our Social Media accounts such as Facebook, Twitter, IG, Youtube, and Google+, LIVE Chat is available from 8 am-5 pm Mondays-Fridays. Regards!