I had used Lazada many times in the past and was very happy with them, however with the problems of my last order and the Poor Service from Lazada Philippines I will probably never use them again.
On the 25th of March I ordered 3 items that I needed urgently, all seemed to be going well with all 3 items stating “Your package has been packed and is being handed over to our logistics partner.” on the 26th of March.
From that point nothing happened with 2 of the items until the 2nd of April and then finally one of them changed it status to shipped. While one of them was not shipped until 13th of April despite Lazada stating “Get by Tue 27 Mar – Wed 04 Apr.”
It is now the 16th of April and still the item has not been received and as the item is marked as out of stock on Lazada I will be very surprised if it does arrive as I suspect the seller has no stock.
What has really annoyed me is the customer service or more the lack of customer service. I have contact them many times and not once have they been of any help besides telling me they would check with the seller.
Each time I am told it will take them 24 to 48 hours to checkout the problem each time I get an email saying “Item ordered is still scheduled for dispatch. We apologize for the inconvenience. Your request have been escalated to the right department. We will revert back to you as soon as we have more information.” which tells me nothing.
What I have also learnt is you can not trust the seller ratings on there website, the reason being the seller has 100% shipped on time rating even after them not shipping my item on time and Lazada being fully aware of it.
Lazada seems to not want to take any responsibility for the delay blaming it all on the seller, while the problem may well be with the seller, Lazada should police their sellers.
I worked with a company in the UK that sold a lot on Amazon and learnt Amazon has very strict rules on how sellers behave, not dispatching on time will get a seller removed from Amazon as will lack of communication, clearly Lazada does not set the same high standards Amazon does and does not care about customers in the same way Amazon does.
It has now been 22 days since I ordered and still I do not have the item I ordered.
Very Poor Service from Lazada Philippines.
It is now day 23 and I just received this email.
Sorry, your order # has been canceled because of one of the following reasons:
Customer details provided in the order (name and/or address) is incomplete.
Our couriers tried to contact you because your address cannot be located but were not able to reach you.
You and/or any authorized representative were not available to receive the order.
Consignee was unknown at the delivery address.
Your payment was not ready upon delivery.
You were not able to pick-up your order at the SM Collection Point for five (5) days.
Your delivery was canceled at your request.
Lets go through them one at a time.
- Customer details provided in the order (name and/or address) is incomplete.
Strange as they have delivered to the same address many times before.
- Our couriers tried to contact you because your address cannot be located but were not able to reach you.
We live just inside the gate of a subdivision and the security knows us very well. The phone is on 24 hours a day and there has been no calls or text messages from them.
- You and/or any authorized representative were not available to receive the order.
We have not left the house for over a week and even when we do my mother is in the house, in other words there is someone at home 24 hours a day 365 days a year.
- Consignee was unknown at the delivery address.
Everyone at the delivery address knows me and there is only 3 adults live here, myself, my husband and my mother. How can they not know me?
- Your payment was not ready upon delivery.
The payment has been ready since the day it was ordered which was the 25th March. I wish I had something to pay for.
- You were not able to pick-up your order at the SM Collection Point for five (5) days.
Not applicable as it was meant to be delivered to my house.
- Your delivery was canceled at your request.
I have never cancelled anything I ordered online.
It seems to me that they are trying to put the blame on me for non-delivery after they have failed to deliver in 23 days from the time of order.