Lazada Reviews 

Customer care is set up for the sake of it. Send feedback, no response. Call direct line, call is not picked up just put you on hold until you give up. Chat robot is hopeless. It’s quite clear Lazada is not interested to be better even though user platform and service is already at such low base.

We bought something but it was broken so we needed a refund and we haven’t got one in 5 months.Huge scam

Please don't buy from them. I ordered Nescafé Gold Cappuccino, but I received regular Nescafé Cappuccino. I tried returning the product, but the seller rejected my request and told me to buy another one, saying they would collect the returned product at that time. I then contacted Lazada customer care, and they also told me to do the same. I explained to the Lazada representative that I trust Lazada and bought the product through their app, so if there is an issue, Lazada should take responsibility instead of having us deal directly with the seller. However, they said it was the seller's policy. I asked Lazada customer care, 'If we face such issues, what is your role, and what support are you providing to customers? I trust Lazada, and any issue should be Lazada's responsibility, but you are asking me to buy the product again to resolve this issue

I ordered a pillowcase from lazada and chose the postal delivery option instead of the standard delivery option. Big mistake. The seller messaged me twice on the platform that the product was out of stock but I did not realise as the order was already updated as packed and shipped and so on. When the updates reached "delivered" I found it weird that there was no photo proof of delivery like the usual, so I thought it could be due to the delivery option I chose. But when I checked my mailbox, it was empty. Attempts at getting customer service to liase with seller and delivery service to investigate which party did not fulfil their responsibility were to no avail, only get same repeated response. The agents don't do anything except said that item is already marked as delivered. They even rejected my refund request. So like so many other users, i paid for no item. Happened to stumble upon this platform today and decided to share my experience so that other users can be wary.

I have 2 order mention that delivered but is send to other address , liaise v them and over 3 days also not respond … even refund also ask waiting only … my 2 items total $210 , is really too lousy

I just read the reviews from the many customers affected by Lazada's poor response and low service level. I am currently facing a similar situation of waiting for my item to be picked up for return and each time I called, they had said the same thing that the matter has been escalated for "investigation" and to be patience. It's coming to 2 weeks now and the item has been waiting to be picked up for return. I have always trusted Lazada to be reliable and a good shopping online platform. I hope they will give me the benefit of the doubt. I will have to escalate this issue to the various social media and alert all my followers to highlight my poor experience with Lazada if they fail to provide me the help and protection as their long time loyal customer.

Sales are good, if they can actually fulfill orders on time.

Customer service is useless, they can’t do anything except mark your ticket as resolved even though nothing is being done.

Terrible customer service - can’t address my concern, no status update, rude reply

I recently had a terrible experience with Lazada. After purchasing an item for over $800, the Chinese seller sent me the wrong product. While the seller was willing to accept a return and refund, Lazada's customer service has been incredibly frustrating.

Despite repeated requests, Lazada has failed to arrange a pickup for the incorrect item. After two weeks of waiting, they unexpectedly canceled my refund request and marked it as received. When I contacted customer service, they claimed they hadn't arranged the pickup and it was the seller. This contradicts their previous assurances over the phone and chat (which I have records for).

I've contacted customer service almost daily, but I've received the same unhelpful responses and excuses. They've even provided conflicting information about their "higher department" and the availability of supervisors or managers.

Based on my experience, I strongly advise against purchasing from Lazada. Their customer service is unreliable, and they seem more interested in avoiding responsibility than resolving customer issues. safe your money for other platforms

Review of Lazada’s Return and Refund Process and their customer services VERY VERY BAD N EVIL

I recently had a very disappointing experience with Lazada. I ordered a study desk but received a mini bed table instead. Initially, I wanted to use a pick locker to return the item, but because the table was too bulky, I requested a pickup instead. Unfortunately, this change did not reflect on the Lazada app.

Lazada instructed me that I could request a refund within 7 days, but I was supposed to be given 10 days to return the package. Despite this, they delayed the collection, causing significant inconvenience. Instead of receiving a refund to my original payment method, I was given LazCash as compensation for my grievance. However, this does not fully compensate for the $47 I lost and does not address the inconvenience and frustration I experienced.

Throughout this process, customer service repeatedly assured me that they would follow up and that a manager would call me, but I never received any updates or calls. Their promises turned out to be unfulfilled, leaving me feeling deceived and frustrated. Additionally, many of the chat conversations on the app were marked as resolved even though the issues remained unresolved. It feels like Lazada can manipulate the status of these chats arbitrarily, which adds to the frustration.

To make matters worse, Lazada is now shifting the blame to the seller, claiming that the seller rejected the refund. This is extremely frustrating, as it feels like Lazada is avoiding responsibility for the poor handling of the return and refund process. It seems that Lazada's business ethics allow sellers to change items to their whims and shortchange customers without proper accountability.

The combination of delayed collection, unfulfilled promises, misleading chat statuses, and the shifting of blame to the seller has made this experience deeply unsatisfactory. While I appreciate the compensation in the form of LazCash, the handling of the return process and customer service experience were far from acceptable.

**Do not buy from Lazada.** Their handling of returns and refunds, along with their customer service, is deeply flawed and has been a source of significant frustration for me.

It would be beneficial if Lazada improved their return and refund process, as well as their customer service practices, to ensure that customers receive timely and fair resolutions.

Overall, my experience has been extremely frustrating, and I hope Lazada will address these issues to provide better service in the future.

Bought a yoga mat from Lazada seller BFYI. Received it completely different colour and size which it much smaller. Missing yoga bag as well. Raised refund request but told to return the item. Tried message seller many times with no reply. Seller even removed the yoga mat listing immediately. Contacted customer service Zoe.... told to get seller agreed then can get refund. There is no way to contact seller as seller just ignored all my messages. As I am not familiar with return item to pick locker process. Ask to arrange pick up which they don't agreed. Obviously this is seller's fault for sending the wrong item but I was penalised. Have to take the trouble to wrap back the item and bring it over to return. Very disappointed with Lazada. No support given by customer service agents. They are a bunch of useless people ...Zoe,Don,Brian....only sending emails telling me the same thing copy and paste over and over again. Can't find solutions. Very good in marking problems resolved eventhough issues not settled. No email follow up with the issue. Very frustrated and disappointed.

Take note of two live agents going by the names Cynthia and Zoe. Especially Cynthia. Highly unprofessional and super poor customer service. Lazada has not learnt their lesson and continued employing such low quality staff.

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.