Lazada SGReviews 197

I bought $75.38 Bobbi Brown skin serum from Lazada. The item came in different from the display, old, manual expiry sticker, bottom broken and seller refused for refund. When I called and dispute seller refuser, Lazada said seller rejected because I have opened the bubble wrap. I am shocked to hear that from Lazada (supposed to have common sense). Then the replied by asking me to return the item to seller then the seller will decide on the resolution. Ridiculous! Read Lazada response below:

Please be informed that we have reviewed the dispute 3030xxxxx2. Please return the item to the seller to evaluate the product and decide on a resolution.
Resolution reason: Seller is unable to perform replacement
Please select the shipment provider and handover the item to the courier within the next 5 days by going to one of the below links.

Lazada has worst customer service and blame customer when items go missing because their courier didn't deliver n took items for themselves that we proved with evidences attached but still blocked our account when we spend thousands at lazada within 3 months.they expect us to put up with 12 midnight and 210am delivery and texts by their zto courier and expect us to find things in late morning when we wake up to go afternoon shift work.items were removed by town council or janitor or neighbour or even taken back by their own zto courier as zto and speedpost courier dumped broken and empty boxes with no items inside at public utilities box at common corridor and lazada still blame us,don't want to refund and block our account.lazada act like mafia and dbs banks dont want to raise dispute with lazada so I think lazada could be government backing to have such high nose attitude towards customers and also blocking customer account using their software and don't care what customers say after the blocking.their singpost courier broke our letter box trying to squeeze wall paper in made our letter box cannot be open by normal keys and still lazada blame us for not receiving furthur items from singpost courier at letter box.very unreasonable and always side with their courier so I think Customer Service poor

My order did not come after a mth wait and it still showing as "out for delivery" in the lazada system.
Contacted help service on 10Jan and was referred to their resolution team and was told the system will automatically cancel the order and do a refund on the 14Jan.
On 14Jan contacted lazada again about the item still not cancelled and the resolution sent me a email indicating a waiting period of another 15days.
They must be kidding or sleeping.
No real actuon tacken and solution given.
The resolution team is totally ineffective.
Today is 15Jan and the order is still in my system "to recieve".
Lazada is a total joke!

PS. I can show all the email and chat with your agents as proof.

Lazada do not deserve even 1 star. They used to be a great platform to shop at, but not anymore! They prioritise money more than the well-being of its customers.

I bought an OSIM uPulse Mat EMS Leg Massager after reading about it on its website on 11 November 2022. I am suffering from leg pains for almost a year and on the website, OSIM promises that the mat will combat various leg problems including pain relief. The mat supposedly "utilises Electrical Muscle Stimulation that delivers muscle-deep invigorating massage" (as quoted on OSIM's website).

I have tried it numerous times at the highest intensity level and I did not feel anything at all. I reached out to OSIM, and the customer service person said that my feet is too dry and I need to wet my feet. On OSIM website, there is no mention about it not working on dry feet and they fail to mention that the mat does not work for everyone.

I then wrote in to Lazada regarding my situation and was assured that my issue will be looked at. After going back and forth for several weeks, the final decision was made that the mat is in working condition, and since it's not a faulty item, they will not issue me a refund.

I've highlighted my issue several times that it has nothing to do with a faulty mat. My issue is that the mat is incompatible with my feet. I even tried to do damp my feet, although I find it to be ridiculous and I still don't feel anything even when it was set at the highest intensity level.

On 13 December, I received an email from your dispute team and said they've rejected my claim for a refund because they found that mat is in working condition (again missing the point that the mat is incompatible with me), and OSIM will ship the mat back in 3 to 5 days.

First of all, both OSIM and LAZADA are missing the point that the mat is incompatible with me. I have sent them videos of it and I am at my wits end to prove to you that it is incompatible and it doesn't deliver the results that OSIM promises on its website. How else can I put this across so that you can understand me?

Also, as OSIM has rejected my claim for a refund, and they were supposed to return me the mat in 3 to 5 days as of 13 December, I still have yet to receive the mat. What is going on?

Service is good, delivery is fast, good pricing, return refund processes is also allowed. Overall I think this is the best marketplace for shoppers who prefers fast delivery option and quality product services.

Lazada is fine but it allows sellers to deceive customers. I recently bought some Gillete razors. It was clear that these razors were in fact used razors that had been cleaned up. This is not right and the seller should be struck off. I recently also tried to buy a diffuser. I was sent a filter. The seller said that was what I paid for when clearly a diffuser was advertised. There must be rules and regulations to monitors sellers.

I am still recovering from the shock of the day when an agent called me back in not the most polite manner and questioning me why I gave a Low rating. Is that how we need to be challenged? Almost out to kill tone?

Terrible service. My refund case is pending since 5th june22 with Lazada and each time i call to check the status it just doesnt move. All customer service executives (Candy, Jayson, Amy) lie to the core and severe by the 48hrs SLA on the email, chat and calls but no action has been taken yet. All i do is keep calling everyday and keep repeating my story. I dont even have the item as i have already returned it and i dont even have my money back since over a month now. One word... TERRIBLE CUSTOMER SERVICE

I order 8 pairs of adimax slippers from Lazada SG and they sent me wrong model slippers and submitted for refund and waited for 3 weeks customer service staff never call me to update refund status and one custoner service staff even cut off my line when i talking to her, hope my refund can process faster order number #*******2526 hope management team can help me look into this matter

Their customer service is a joke. I called 5 times and they simply cannot help me.
Told me to message the seller personally. They are useless.

I could not make a purchase on their website, because a payment method cannot be added. Cannot pay by paylah because there is no QR code. Tried to check-out/purchase using different browsers - did not work. Took me a few tries on their app. I think I kept trying because it was the weekend, and I was feeling 'kindly'. On any other day, I would have given up, and used amazon instead?

BOUGHT 2 XM TV AND 4 DAYS AFTER MY EXPECTED DELIVERY DATE CHECKED WITH THE APP STILL SHOW WAITING FOR DELIVERY PICK UP. CONTACTED SELLER AND LAZADA END UP LAZADA INFORMED SHIPPING WEIGHT EXCEED! IF THE WEIGHT EXCEED THEN WHY AM I ABLE TO PURCHASE 2 SET AT 1 ORDER? IF EXCEED WEIGHT AFTER I PURCHASE WHY WASNT I INFORM AND I NEED TO FIND OUT MYSELF AFTER 4 DAYS OVER OF EXPECTED DELIVERY DATE AND 8 DAYS AFTER PURCHASE DATE! END UP GIVEN ONE SOLUTION EITHER I CANCEL AND WAIT FOR REFUND AFTER 15 DAYS OR PURCHASE AGAIN NOW PAY AGAIN AND WAIR FOR REFUND ALSO! NO HELP GIVEN EVEN ITS THEIR END MISTAKE AND DELIVERY TOLD NOTHING CAN BE DONE UNLESS I WANT TO WAIT BUT NO GURANTEE WAIT HOW LONG OR NOT SURE CAN BE DELIVERED!

On 25 Deb 2022 I made a payment of S$82.29 for purchase of a door peephole camera. 5" The reply from lazada that they do not have stock & order was cancelled from their end. The amount of money was NOT REFUNDED to me till today ( 14 Apr 2022). This clearly reflect the moment of truth of lazada. PLEASE DO NOT MADE ANY PURCHASE FROM lazada. The management has NOT responded to me yet after calling them 3 times

They go around in circles, and pushes everything to the "higher management" when asked for an answer. They will also only "put in request" when you ask for anything. Nothing gets done when you contact them. Call them and they will bring out the Karen in you.

Merchant refuses to honor order and lazada allows such practice. Ask lots of questions and did not follow up with merchant

Am gin thye honey comb lover, this yr they don't sell tis item at Q10 so no choice but buy from red mart. Very nice packaging but when checked items, felt so terrible that 1 of my cny biscuit all broken up, probably need a spoon to eat them... who willing to spend $15 for such thing.

I had informed Lazada regarding a number of billings on my credit card which were not reflected in "My Last Order" account history. Lazada's account history is a worst e-commerce nightmare. Their out sourced customer service were a frustrating lot, cant be bothered to understand issue and kept sending generic replies. Going down to their empty office is equally hopeless, lone receptionist said everyone is WFH and will call back. They are not proactive in assisting non complex enquiry for billing details, as such I let the police handle them.

Poor Customer service in providing solution where the problem are due to the online purchase system:
1) order some items and paid by voucher $50 and credit card, later Lazada refund in voucher value $39 due to 1 item unable to deliver.
2) Trying to use voucher to redeem and order but not successful, called and write email to show screen shot, Follow with many calls and repeated story to CS staff, finally re-issue another voucher code.
3) Trying to order again, this time voucher apply and redeem successfully (shown on screen on the app, yet when proceed to order. System reply "oops... order not succesful.
Summary: error on online order platform yet the CS staff reply email: "you will not be able to use any vouchers or coins during checkout", "Lazada would not be allowing you to utilise any voucher on our platform with no appeal allowed".
My complaint: error was from Lazada side with poor online system yet CS staff forbit m to utilize the voucher. I request them to refund $39 to my credit card. Waited 1 week, no reply. I had many emails and calls with them but answer by different staff and escalate to no where, merry go round. No solution until now and no reply, follow up after 1 week.

Order 2 dulux paint but only come 1 the other 1 can is loss try to call lazada customer service to ask them my 1 more can of paint I didn't receive on time the customer service office told to do refund but at my side I can't key in the refund at all as my parcel still at logistic. Lazada send me email say the my items is on the way is been more then a week the my items didn't reach me I do check the ninja van Track Orders but my order was cancelled by ninja van. Call dulux office the GM will check for me at list dulux paint do something on it but after all I don't think will get back my $$$$ just take it as a scam... I WILL NOT SHOPPING ON THIS STUPID LAZADA ANYMORE... Shopee are still the best they won't ask Q&A when the items didn't reach on time they will just do fully refund. Shopee still the best shopping site