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Update by user Apr 14, 2020

No any response yet after i summit my complain

Update by user Apr 13, 2020

11 APRIL 2020Re: A complain regarding my order and refund from Lazada I would like to complain regarding my order which I made on 28/3/2020. I ordered a laptop from Lazada under a company called Hub-express.com.

It was 2020 Acer Nitro 5 15.6 FHD Gaming Laptop. The price was RM2330.00 when I added to the cart in my list.When I add in the cart it did not mention anything about tax and insurance. For futher info I message the seller which his number was in the Lazada to order this laptop. The seller ask me to fill up a form which was sent by whatsup the particulars was stated as below Full name:Email:Delivery address: Item you want to buy:Tel:The seller who whatsup me his number was (011-2862****) his name was Khairul Faris and he is the boss of the company when I asked him.

The seller ask me to do payment through bank to bank. The seller told me after I done the payment he will provide a invoice or a receipt as proof of payment and he also told he will provide a tracking number to track the shipment.i ask him when I can receive the laptop he told me within 1 day I can receive the laptop. The seller ask me to pay RM2200 for the laptop, because the seller said it was Lazada birthday discount and also free shipping. The seller he will provide me free gift such as wireless mouse and also a bag.

I trust the seller and purchase the laptop by filling up the form which I mention above on 29/3/2020. The seller ask me to do payment on the bank details he send through whatsup was as belowCIMB BANK ACCT NO : 763033****ACCT NAME : KHAIRUL FARIS BIN KHAIRUL NIZAR The seller ask me to do instant payment after that snap a picture and whatsup him for faster confirmation. I made the payment on 29/3/2020 the amount I paid was RM2200.00 from Maybank to the seller account. The next day on 30/3/2020 the seller whatsup me and told me my item was put on hold due to I have to pay for tax and insurance fees which was not mention to me during the order I made.

The seller also told me that they are delivering the item outside of the state to make sure the item receive safe to my house. He ask me to to pay RM1500.00 to his same acct which I mention above and the seller told me that he will refund the money back. I still trust the seller and did the payment through Cimb bank to his acct on 30/3/2020.After I did the payment, the seller told me that I need to pay another RM1500.00 due to the package have been moved to customs bonded warehouse (Airport Customs Authority). I ask the seller why should I still pay another RM1500.00 he said it was the clearance fees and the amount will be refund because they are facing issue of MCO.

The total amount I pay was RM3000.00. I ask the seller where is his company he told me it is in Kedah, I was afraid because I paid such a huge amount but the seller told me it is licensed by government and the seller promise he will refund the money back once I recive the laptop. The company which was mention to me by the seller was (Hub-express.com). after that the seller ask me to check my email for the updates.

In the email which was send to me was inform that I need to pay another RM6000.00 because they did the mistake I only ordered 1 unit but they packed 5 unit under my name and address.The seller told me I need to pay the amount RM6000.00 and it will be refund as he mention for the amount RM3000.00. I told the seller I don’t have that amount of money to pay but the seller said they have no choice still I have to pay the balance otherwise I will not get the laptop. I told the seller it was not my fault then why should I still have to pay. The seller still force me to pay the balance amount because it will be delivered to me so I have to pay the amount.

I told the seller to cancel my order due to I cannot pay for the balance amount. I ask the seller to refund the money I paid earlier the total amount is RM5200.00. The seller did not respond to my whatsup. On 31/3/2020 the seller whatsup me I still have to pay the RM6000.00.

I told the seller I don’t have money to pay but the seller still force me to pay half of the money RM3000.00 instead of RM6000.00 after that the seller did not respond to my whatsup.On 31/3/2020 night the seller whatsup me and ask whether I can receive SMS from my phone. On 1/4/2020 morning I reply the seller that I can receive SMS from this line. After that the seller ask me is there any other number, I ask the seller is anything wrong the seller said he want to to do a refund activation. I told the seller I have a another number but I don’t use it much.

The seller ask me to whatsup him the number. I still trusted the seller and gave him the another number. After that the seller said I will receive a call or sms from shopee for a code and send the code to the seller. There was 2 code I receive 587468 and 802323.

After I gave the code to him the seller did not response to me, I whatsup the seller and the seller ask me to wait. I waited for the whole day for the seller for the refund but I did not receive any refund. I whatsup the seller again to ask about my refund but the seller told me I still need to pay the balance money RM3000.00 instead of RM6000.00.I told the seller I did not have money to pay and the money I saved for my brother treatment. I ask the seller to refund my money back but the seller still ask me to pay.

After that the seller did not response to my whatsup and my husband call him but he off the call. I trusted the seller and pay because I am a regular customer of Lazada but this is the first time I was cheated by the seller and did not get my money back RM5200.00. I really need the customer care of Lazada to help me on this matter.There is only 2 ways for the solution 1)Please kindly cancel the order and refund all my money back that is RM5200.00 which I pay for the laptop, tax and also insurance or2)Please kindly deliver the laptop and I don’t to pay any additional money anymore. If the laptop will be deliver to me I must still get back my money which I pay for the tax and insurance the total is RM3000.00 I trust and comfort to buy from Lazada platform that why I ordered the laptop.

It already 2 weeks I still haven’t get the laptop and my refund. Please kindly help me to look to this matter and I understand due to the MCO there is limitation of staff. Please kindly help me to look to this issue I will really appreciate for your help. I have all the proof with me I will attach together with this letter Thank you.

Please kindly call me if anything I will be waiting for your reply thank you again.My name : Dalvinder My contact : 016492**** This is the email which was send to me Attention This is Muhammad from Postal-express This is your tracking details. The company official website is: https://postal-express.com/ and your parcel shipment tracking code number is:PEX-090376****There is a little problem with your pending package shipment. Firstly, the customs authority insisted not to release any portion of the items for shipment, since all the items are attached with a single airway bill. It was brought to our logistic management noticed that the Laptop box contains total of 5 pieces of “2020 Acer Nitro 5 15.6 Laptop FHD Gaming laptop ” and we immediately contacted your shipper supervisor for the mis-packaged items clarification.Your shipper's supervisor was finally able to confirmed about the mis-package units.

He said their inventory staff mistakenly ticked 1 MOQ unit order on 5 pieces of 2020 Acer Nitro 5 15.6 Laptop FHD Gaming laptop which is 5 units instead of her to tick 1 basic order on the item which is just one unit. He further explained that the store MOQ order is 5 pieces of any particular product.Nevertheless, the customs authority did not allow our company logistic management to cancel the shipment, because all the items has already been documented and noted with the customs board authority.

The customs authority said we need to make Tax and Insurance Fee of MYR6000 on the whole items since it of commercial quantity before the shipment can be officially authorize to commence.Meanwhile, here is the full illustration of your total refunds upon the package delivery (MYR3000 + MYR6000) = MYR9000 and 5 pieces of “2020 Acer Nitro 5 15.6 Laptop FHD Gaming laptop " will also be delivered to you.I will personally advice you to keep the remaining 4 mis-packaged units Laptop with you after the package delivery, and once you received back your refunds successfully, you will return 3 units back to the delivery man and keep 2 units to yourself, thereby you attain 1 free unit as a compensation for the stress and inconvenience this might have caused you since they are the one that caused you this problem by there mistake of units items packed.We will be able to confirm you with the package ETA upon the package shipment authorization by the customs authority. Yours Faithfully

Original review posted by user Apr 12, 2020

How do i send the letter i type in the microsoft word because i written eveything what happen and have other proof to summit together please kindly help on this matter my email (dalvin1188@***.com) please provide a email which i can send the letter and also other document thank you

User's recommendation: Always be carefull while purchasing anything from online.

Monetary Loss: $5200.

Preferred solution: Full refund.

Lazada Malaysia Cons: I did not receive my product or refund.

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We same situation...same person same hp and same no akaun...


1 - Lazada already reminded, be mindful when engaging in off-platform communications so as to avoid any unrecorded transactions 2 - Please do not provide your personal data, communicate or make payment outside of Lazada's official website/app. And now you blame Lazada? Seriously.............

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