Refund/Replacement Process - Worst Customer Service Experience
Just started to using Shopee only 1-2 months ago. No issues with cheap purchases through the site though. Customer support is absolutely nightmare beyond imagination. I purchased a product from a seller (2nd hand) outside Shopee. Product had issues & I contact the manufacturer. Manufacturer agreed to replace but only through Shopee as they are tied up. I raised the case on 16th July & have discussed (spoken for hours) with ~7-8 agents to collect product from my address and do refund/replace to me & not the original Order ID. Created 4-5 enquiry tickets and tickets will surprisingly auto close within few days even though no closure from customer (myself). Shopee team always mention that escalation is done and looking for relevant team & request me to wait 48 hours (16th July until 5th Aug). Still issue not resolved. After so much pain, I managed to get Shopee to take back faulty product from my address on 22nd July. Until now, since I failed to convince Shopee to refund/replace, I got exhausted and requested them to at-least return the faulty product to my address. There are more tickets created where it was mentioned as "escalation in progress, warehouse follow up, process of identifying relevant service team". Typical copy paste with slightly different words. Still awaiting to from Shopee to at-least return the faulty product... Not sure in the long run, will I consider doing transactions in Shopee. Rules/Processes are not hard/fast and shall be adjusted for legitimate cases like in my situation. I have no means to get the 2nd hand seller to assist with in the refund/recovery process. on the other hand, Shopee stick to rules/process. As a customer, I am caught in between. Last but not the least, product is around $35 worth and not few hundred/thousand. Hope this situation doesn't happen to another customer.