Lazada 11.11: The Big Sale 17+

When item ordered were not delivered within time frame as promised, the tracking website could still say that several delivery attempts were made. When overdue delivery was finally made at 7 pm , we interviewed the courier and found out that the item delivered was only picked up a day before, stayed with the courier for a day because their courier’s delivery van was “colored coding”, thus it was their first attempt . Window given for delivery says “ anytime within the next three days, do they expect person authorized to receive delivery to be on stand-by for 3 day 24 Courier do not call nor leave message, we have to call all unknown missed call coming in our cellphone. We even tested back to unknown numbers saying pls come during office hours. Worst is that after complaining to the customer care, all their answers are what they were trained to do “ within the box- although they are quite fast in sending you summary calls which also were all “patterned” statements not addressing your concern. Request for assistance to talk to person in authority to help customer is NIL. , reason given is that they have many calls to attend. Was referred to live chat who
are no different.

Five stars to Lazada for the quality of products and selection offered.
Where I see some improvement needed is on pairing items together for the customer to put in the cart with one click. Example: I bought a Redmi Note 11 Pro Plus, as I could not find the proper case and glass size because of not being familiar with the website; I chatted with someone online to help me find the right items I needed. However, the 3 in 1 suggested was the wrong item, so I wasted money buying the faulty product and repurchasing the right with another shipping fee. All that confusion can be eliminated by placing the additional items needed next to our purchased products. Common sense: Since a cell phone requires a case, tempered glass for the screen, and camera lenses, why not pair all items as a complete package? If the customer does not like the combination, at least he will appreciate the information to look for a different color or material; it all means, more sales, and happier customers.

I have had to return items twice. The first time LAZADA failed to give all necessary info but told me that was all I needed. When I got to LBC they wanted me to take the package back. It was too inconvenient since I had to travel by tricycle so I left the package and contacted LAZADA. Repeatedly I was told I didn't need any further info for LBC to process the package. After talking with the Lazabot, which I hate, I finally got a real person to send me the info LBC wanted.
The second time, I received an item I did not order and the second part of the order didn't arrive (I had ordered two of the same item but LAZADA makes it two orders). When I arrived at LBC I was told there was an error in the info which I had printed from the LAZADA (LBC shipping label). LBC accepted the return package. When LAZADA sent a message to me that the return had been received, they would give me credit for only one item even after I told them I didn't receive the second item. I have had one email and one phone message asking me how many items did I receive. A phone call I received asked me why I didn't return two items. Finally, after speaking to at least five different people, the issue was resolved.
The staff which helped me were always polite and friendly and wanted to help. But, I think LAZADA needs to get organised and quit using that Lazabot.