Lazada Malaysia - They canceled my first order, Lied about time of refunds, and after 1 MONTH, 5 emails and 12 calls to their customer service I'm still waithing for refund
Lazada company is made of LIES. Everything this company claims on their website or advertise is ***.
I have purchased 4 items from them on November 2014 (with delivery times of 3-5 working days).
When I checked their online tracking system Less than 24 hours after my purchase, I saw that they canceled one of the items with no explanation. So, I called their customer service and after staying on the hold they told me that "THE PRICE ON THE WEBSITE IS NOT CORRECT BECAUSE THE SALES DEPARTMENT FORGOT TO UPDATE THE PRICE AND THIS ORDER HAS DELIVERY SURCHARGE THEREFORE THEY CANCELED THIS ITEM FROM THE ORDER, AND I WILL RECEIVE REFUND FOR THAT ITEM, THEN I CAN PURCHASE ANOTHER ITEM".
I waited for 5 business days to receive 3 other items of my order and guess what?! THERE WAS NO DELIVERY. I sent emails and called them 4 times and their answer was as simple as that: "WE ALREADY PROCESSED YOUR ORDER, SO IF YOU HAVE ANY QUESTION REGARDING DELIVERY TIME OF YOUR ORDER CALL OUR COURIER COMPANY" WTF is this answer, when they claim any delivery time on their website they are responsible for that and they are the ones who have to call their courier company NOT me!!! any way after 3 calls to their F**ing courier (GDex) which did not show up for 3 days after giving me a time of delivery (in GDex customer service was a *** Indian girl (based on her accent) rude to me..yelling at me over the phone saying: "OK, we are BUSY, we will send you the items, just wait") items arrived after 11 business days (15 days)!!!,
I have called and called and send emails to receive my refund for cancelled item (AGAIN: one item was canceled by LAZADA). in first call they told me that refund is initiated and I will receive it in 2-3 days and they sent me confirmation email. again I WAITED FOR 3 DAYS, of course no refund was in my bank account. I called the company again and they respond "WE ARE PROCESSING YOUR REFUND AND YOU WILL RECEIVE IT IN 3-5 DAYS" and when I asked why 3 days ago you mentioned 2-3 days and sent me email, now you are telling me it is not initiated yet, THEIR ANSWER: "sorry"
I waited another 5 days, AGAIN no refund, called the company and the same story happened. After 8 days I received a SMS from Lazada mentioning "YOUR REFUND IS BEEING INITIATED AND YOU WILL RECEIVE YOUR REFUND IN 1-15 WORKING DAYS". Called again, same story again and after all the headache I got my refund after 13 days.
As one of my orders was canceled, as they told me, I purchased another item (December 8th). Again item did not delivered on time and guess what, this time when item arrived it was DAMAGED. I was lucky that when the courier company (Again: GDex) delivered the item we opened the packaging and here we go "DAMAGED ITEM", I did not accept the item, so the ITEM WAS RE-PACKED BY GDex STAFF AND SENT BACK TO THE COMPANY.
(to make it CLEAR: after 1 day on GDex online tracking system it was mentioned "DAMAGED SHIPMENT" and returned)
I sent an email to Lazada, explained the situation and asked for refund for the item (I knew with this company I will have headache again). after sending the email, I called the customer service and explained again that item was damaged so it was returned by their own courier.
Just to make story short, it's been already ONE MONTH that I asked for refund, I have sent 5 EMAILS (no response to any one of them) and made 12 CALLS to their customer service (I HAVE THE NAME OF EACH CUSTOMER REPRESENTATIVE THAT I TALKED TO AND TICKED NUMBER FOR ALL EMAILS). In first call I was told that "because item was damaged during delivery and I did not received the item I will have my refund in 2-3 days (SOUND FAMILIAR, yes??). As usual I knew its a BIG LIE. I waited for 3 days and then called again and again and again (Just to mention I have spent more that 200 RM on calls made to this company not to mention the headaches, waiting, and LIEs that I heard). Calls number 2-5 had EXACTLY SAME dialogue:
Lazada: How can I help you?
Me: explaining the situation (my order number, etc)
Lazada: please hold until I check your order
Me: waiting on hold
Lazada: Sir you asked for refund, we are still waiting for GDex and the item to return then we will process your refund
Me: THE ITEM WAS SENT BACK TO YOUR COMPANY BY YOUR OWN COURIER, DGex, IN ONE DAY AND IT IS CONFIRMED BY GDex AND YOUR COMPANY
Lazada: Let me check again
Me: on hold
Lazada: Sir, Yes, we initiate your refund today
Me: Thank you
when after 15 days and 6 calls nothing happened I start to call again and this time they start to tell me some other bullshits:
"RIGHT NOW I SENT AN EMAIL TO DGex TO CHECK THE STATUS OF THE ITEM AND WHETHER ITS BEEN RETURNED OR NOT. SO I WILL CALL YOU BACK TOMORROW AND CONFIRM THE REFUND"
this is the *** they are telling me for a month and none of the customer representative called me back. no emails, no calls, no sms, that's it. every time they tell me this bullshits and I ask why you all say the same thing and no one follow the matter nor call me back, they simply say "I will call you".
People DO NOT buy anything from these LIERS. After 1 month still they Don't refund my money and just play game with me. after 1 month they say they need to confirm that item is with them. what the F**k is that. I have called the GDex and they told me the item has been returned last month and it is clear on their website but LAZADA just lie to me and they say they need to confirm. and every time they say wait for one day and we call you back, that's it. NOTHING.
LAZADA MALAYSIA is a SCAM.
Reason of review: Poor customer service.
Preferred solution: Full refund.
I didn't like: Customer service, Slow delivery, Late refund.