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Most reviewers were let down by their experience overall. Consumers frequently expressed deep frustration regarding unhelpful customer service agents who offered conflicting answers, repeated template replies, and consistently refused to provide meaningful assistance when issues arose. Shoppers also noted receiving defective products, alongside extremely frustrating experiences where refund requests were repeatedly rejected or severely delayed.
However, some people mentioned serious issues with severely delayed shipments, unfulfilled orders, and items that were never delivered by third-party sellers. Buyers additionally pointed out that tracking packages was frequently impossible, while online dispute resolution processes completely failed to protect consumer interests.
I am writing to lodge a formal complaint regarding the forfeiture of unused voucher value following a supplier-initiated order cancellation.
I used a $100 Lazada voucher across two orders that were checked out at the same time. The first order, amounting to $43.40, was successfully fulfilled. The second order, a dish rack priced at $61.93 (to which $58.80 of voucher value was applied), was cancelled by the supplier due to product discontinuation. When the second order was cancelled by Lazada, I received a refund of only $0.65. As such, the $58.80 portion of the voucher applied to this order was never realised by me.
I contacted Lazada customer service multiple times regarding the reinstatement of the unused $58 voucher value. The customer service officer, Nabila, stated that she was the senior agent with final authority and refused escalation or to provide a reasonable resolution, citing general voucher terms and conditions. She further stated that my case fell under “partially refunded or redeemed” orders and cited an internal policy that vouchers or gift cards cannot be revalidated once partially redeemed, as shown below.
This classification is factually incorrect. The order was not partially refunded; it was fully cancelled by the supplier. The transaction to which the $58 voucher value was applied was voided in its entirety due to supplier-initiated cancellation. I respectfully submit that the cited voucher terms do not expressly address supplier-initiated cancellations and are intended to prevent misuse or abuse arising from customer-initiated cancellations. In this case, the transaction for which the $58 voucher value was applied was cancelled through no fault or action of my own. Treating this voucher value as “consumed” results in Lazada retaining value without supplying goods or services, which is inconsistent with fair trading principles.
Furthermore, the explanation provided by Nabila on 20 January 2026 stated that the policy applies “starting immediately.” This policy was not part of the voucher terms at the time of use and should not be applied retroactively. My order was made on 31 Dec 2025 and cancelled by the seller on 1 January 2026, prior to the said policy commencement date, and therefore, this policy does not apply to my case.
I am not requesting a refund of a consumed voucher or a revalidation of the original voucher. I am requesting reinstatement of the voucher value that was never realised due to supplier's non-performance. As a reasonable resolution, I am requesting reinstatement of the unused $58 voucher value in any appropriate form (voucher reissue, discount code, wallet credit, or equivalent).
I request that this matter be reviewed by the complaints or resolutions team with authority to override frontline policy decisions.
I bought a power bank from Lazada, twice. Your mail to me showed Xiomi Power bank on two occasions. When it was delivered the first time, I got a power bank pouch. The second time you delivered 2 power bank plastic covers. Very dishonest sellers. It amounts to cheating.
Bought console with issue. Returned wait for refund .Told by seller they received check and agree .now show validating so ask seller now is waiting for them or lazada to approve. No reply .it show till 21/01 23.59pm give answer .pay fast refund wait long long ...kindly deal cash on delivery with them very disappointed....
Poorly made web and mobile UI, extremely SLOW delivery times, lying about delivery times and slow refund process. Use shopee instead of this joke of an e commerce service.
UNACCEPTABLE SERVICE FROM LAZADA – FORMAL COMPLAINT
I am extremely frustrated and disappointed with Lazada’s handling of my case.
I purchased a Lazada voucher via ShopBack and used it to place an order. Lazada later cancelled the order because the seller (Dr Kong Backpack) failed to dispatch the item. This failure was entirely on the seller — not me as the customer.
Despite this, Lazada forfeited my voucher, unfairly penalizing me for a seller’s mistake.
I have contacted Lazada numerous times and spoke to multiple agents — Mazia, Ahmad, Hairi, and Aziz. Each interaction resulted in empty promises and no resolution.
What is completely unacceptable is that when I requested escalation, the supervisor outright refused to attend to me. I was denied escalation to higher management, refused any meaningful assistance, and left hanging with no accountability or follow-up.
This is a serious failure of customer service. Customers should not lose vouchers due to seller failure, and refusing to attend to a valid complaint shows a lack of professionalism and responsibility.
I am now formally demanding immediate contact from Lazada management or someone with real decision-making authority to resolve this issue ASAP. Continued silence or refusal to act will leave me no choice but to escalate this matter further.
Lazada, this experience is unacceptable and has severely damaged my trust in your platform.
Lazadas refund system is lengthy and complicated I gave up in the end I returned an item that was not as advertised, I inquired about my refund I was told it would go into my bank within 3 to 7 working days after waiting I got in touch again and was told something entirely different after hours of messaging and them trying to get me to jump through hoops I gave,I was happy with site up till then and there are trader's on there who have misleading ads. I always pay Co,d and check items this time I didn't I would advocate if you do use lazada then pay cash on delivery but open your package and check before paying.
Very poor refund experience, they sided with the sellers more than buyers when it is obviously a wrong/no delivery
Used to like Lazada over other platforms. Not anymore ! Twice i ordered items from Taobao through Lazada; items damaged, wrong colour delivered, no item delivered and Lazada just couldnt understand and processed just partial refund. They fail to read carefully what customer ordered and what are delivered or not delivered. Nor do they seek to clarify with you. Time to move on to another platform! Plenty to.choose from!
Ordered iphone on 24 Nov 2025, delivery was arranged on 25 Nov 2025. Seen good right?!
Yes, we received a message at 8am for the delivery, arrived 6pm and parcel threw on the top of the shoes rack outside the unit with whatsapp photo.
Doesn't lazada have any protocol set for high value item?!
Lazada Supports Sellers of Fake & Dangerous Products—Buyers Beware
I am extremely disappointed with Lazada’s handling of my return dispute involving a seller called Morten, who provided a fake and defective product. I purchased a Tefal induction stove, and upon first use, it immediately tripped the power for my entire house which is a serious electrical hazard.
After testing multiple sockets and appliances, I confirmed the new stove was at fault. When I requested a return, the seller refused, citing “insufficient proof.” I explained the item was both unsafe and likely to cause bodily harm or fire, but the seller insisted I demonstrate the hazard just for a refund—completely unreasonable.
Worryingly, Lazada’s support took the seller’s side and demanded the same impractical proof, showing little concern for customer safety. In addition, I discovered that other buyers of this stove have taken it to Tefal for inspection, only to be told by Tefal themselves that it was a counterfeit product. This confirms that fake goods are being sold on Lazada, and the platform is unwilling to protect buyers in cases of obvious fraud.
Lazada’s dispute process clearly prioritizes sellers over customer safety, and I find their handling of returns for hazardous or counterfeit goods to be irresponsible and deeply frustrating.
I bought a backpack from Lazada 11.11, and was scammed.
I bought a backpack from Lazada 11.11 promotions.
The backpack was on 50% discount.
Softly after the promotions, I noticed the backpack was not shipped out by the seller even after 1 week.
After reaching out, they said its out of stock.
In the meantime, the same bag is on sale on their website at full price.
I reached out to Lazada, which claimed it is still being sent out. After reaching out to them for 2 times, they insisted its still in transit.
In the meantime, the seller kept insisting its sold out. And they dared me to make a complain about them.
In short, Lazada is totally dysfunctional. The sellers there know it, and they are all crooks.
Don't buy through Lazada. My experience with Shopee was 1000x times better.
Order cancelled about 20 minutes after order acknowledgement
Purchased a pair of branded running shoes and car wash / wax from Lazada during 2025 11.11 sale. After payment, received acknowledgement via email that order is confirmed with delivery date at around 10.25pm. Shortly after at around 10.50pm, another email from Lazada notified me that Order is cancelled due to system default reason!!!! How on earth do you accept an order and then cancel it without clearly explaining on reason for cancellation?
Strangely the goods were delivered on 14 Nov and I retract the earlier allegation of Lazada not honouring the sale. However they still need to figure out why an order cancellation was issued after order acknowledgement.
Lazada is no longer a reliable platform for purchasing items, making your buying experience less than ideal. Most sellers advertise that the item seems very good, but once you receive it doesn't have any quality. A return refund is also not very good. I prefer Shopee.
My case number 154096484501005. This recent purchasing experience got me wonder what happen to their service quality. Bought something on 18 Oct, items not picking up by lazada courier on 23 Oct. Which is the last date of delivery. Contacted live agent Goz, Selin and Yun on 3 different occasion on 23 and 24 Oct, all promise follow up and nothing happen. Worst the last one ask me do i still want the order. Guess they want me to cancel and case close. Is it so hard to get your courier that you would prefer me to cancel the order? This is the first time i encountered this with lazada. So disappointing. No progress whatsoever, no updating..
This has Utterly Disappointed with RedMart and Lazada Customer Service one of the most…
This has been one of the most frustrating experiences I’ve had with RedMart. I ordered two cartons, but only two bottles were delivered. I requested for a replacement delivery instead of a refund, and the customer service agent promised to call me back within an hour — yet no one ever did.
After waiting over three hours, I called again and spoke to another agent, Priya, who claimed that a refund had already been processed. I told her clearly that the system still shows “pending for review”, which means no action was taken. It’s obvious the first agent didn’t even record my request to arrange a new delivery, and Priya herself didn’t bother to verify the system properly.
Now they keep saying they are “pending reply” — but from whom exactly? It’s ridiculous that no one can simply check the order and see that two bottles cannot possibly equal two cartons based on the payment receipt.
This level of service is completely unacceptable for a platform like RedMart and Lazada. The lack of accountability, poor coordination, and zero follow-up are beyond disappointing. Please fix your system and train your support team properly — customers deserve better than this.
The worst experience as a customer trying to get a resolution from Lazada. The horrible and poor lying customer service staffs on this platform is beyond words. I received a smaller quantity of an item that was supposedly to be a higher quantity. When asked to address this directly, they admit it's their mistake and worse even knowingly insult my intelligence by saying Thank you and when I told them I will get Lazada to intervene. I called 3 times and spoke to Lazada CS and they have the Gall to tell me they will call me back and NEVER did. The last call even made my blood boil. They merely told me to return the item and get back the refund. This inconveniencing me further to drop it of at the location nearest to me, using my time and money. My advise go to Shopee. They are the best at customer resolution.
I was cheated, and Lazada helped the seller cheat!!!
Lazada provides insufficient consumer protection for missing items or substituted items.
I recently purchased from Global Pet Company through Lazada Singapore, three boxes of dog supplements (a total of 360 capsules). A pack of 30 capsules was missing from one box.
When I requested a refund or replacement of the missing items, the seller Global Pet Company became aggressive, calling me a liar and scammer. They refused to provide any CCTV or photograph evidence that they shipped full boxes of the items purchased. They simply highlighted that they pay Lazada’s sales commission.
Lazada instead placed the onus on me the customer to provide photographs of the missing items, which I did to show what was actually in the box. But Lazada found that this was not enough, and rejected my complaint in favour of the seller. How does one show something that was not there?!!!
I was cheated, and Lazada helped the seller cheat!!!
I received my order with missing items. When I submitted a refund request, the seller was rude and accused me of being a liar and scammer. The seller did not provide CCTV/photographic proof that all the items were shipped, but Lazada rejected the refund request.
I have been cheated, and Lazada helped!!!
The worst on line order in my years of ordering online. Firstly, delivery date was never met. Secondly, I sent emails after emails to lazada and got absolutely no response. Then I tried calling lazada several times and couldn’t even speak to anyone! Then I was advised that my account has been frozen!!!! There is absolutely no way anyone could speak to a lazada “customer service”. I have written this order off and will never EVER order anything from lazada again!! And I’ve advised my circle of family and friends that lazada cannot be trusted.
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