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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 used to use lazada all the time they were really excellent but lately nothing but problems and their customer service has gone rapidly downhill. I am waiting for them to refund me on a parcel that never turned up, when I rang them it took 30 mins to pick up the phone! They used to answer straight away, also I noticed that my products state they were shipped when I know from seller they had not been picked up by courier which I feel is suspicious as lazada cannot issue refund when goods are in transit, when I told them I felt that this was a dishonest and fraudulent way of keeping my money they changed status so I could request refund very quickly. At the moment its under review I am not holding my breath I will get the money, they did give me a $5 voucher but who needs this hassle? I doubt I will be using lazada going forward its easier to just go to the shops and buy it to be honest plus I don't feel like a valued customer anymore 😕 I am so glad I listened to my husband he said never spend more than $50 on lazada per transaction and always go in a store for those big ticket items - wise words from a man that works in finance!
call the customer service hotline however once connected, the line goes to feedback automated voice asking for feedback on service received instead of operator attending to me. No operator attended to me and yet the call was forwarded to automated voice asking for service feedback. Called many times, the same situation occurs. Customer service not reachable. Log-in account unable to do so. Security verification did not send the sms link within the 5 mins. Soon after, unable to log-in. Very low class service. A simple matter becomes complicated and frustrating. Never expect such ridiculously bad service in this modern times.
Kindly refrain from buying Fitflop from Lazada, bought two pairs, both have quality issues. Another thing, Lazada is not helping at all!!!
Lulu shimmer peeling off after three months and less than ten times of usage, at first Fitflop said it's leather and hinted that I didn't take proper care, after another pair got issue, wrote to them again, Fitflop said Lulu shimmer is PU!
Second pair, Walkstar webbing, wore only once but the glued area is tearing off!
I have one pair of Fitflop which I've bought four years ago, only normal wear and tear, not much problem after four years!
Wrote to both Fitflop and Lazada countless of times, but nothing constructive and Fitflop is only willing to replace Walkstar webbing which is the cheaper pair!
Now both pairs under storage because I will never wear them again, not to mention Lulu shimmer is absolutely ugly with the peeling off!
I gave both pairs the same treatment with my four years' old Fitflop, so don't say I didn't take proper care!! These are not $5 sandals!!!
Don't waste your money or time on Lazada or Fitflop through Lazada's website!
When delivery came wrong usually we blamed Lazada because we buy from their platform. The facts actually is due to the dishonest seller and the dishonest delivery staffs Plus Unknowledgeable Customer TEAM
Recently, again I try test trusting sellers in Lazada. Yes I order quite a number of items from Lazada after what they had refunded into the Lazada wallet. But again, some uneducated seller trying to cheat and rejected my refund. I want to buy a SOFA COVER and saw their adv heading wrote: Sofa Cover Elastic Universal Single Two Three Four Seater Combination. So I bought it thinking sometimes their cutting may too small. So I ordered a four seater sofa cover rather than a three seater sofa. But WITH SUCH DISAPPOINTMENT it came only narrow piece not even able to cover the seat area. Only the length can cover because I order the 4 seater size. Feedback to Seller telling me is correct. because it for the seat only??? Huh? SOFA COVER became for the seat only????Sofa cover not meant to cover the whole of the SOFA??? FOR YOUR INFOR the seat area it should be called SEAT COVER NOT SOFA COVER. But they rejected to refund .Because They want me to bring down to their shop and have to pay them more for exchange!!!??? I told them I saw same material 3 seater SOFA COVER are only the same pricing. Why do I have to add more money and have to go all the way down to do exchange of their mistake??? They finally rejected my refund/return. The Customer Team Group Garren WITHOUT surname send email telling me that the rejection is due to not sufficient evident????!!! What the hell is she talking??What evidence did she need? She think she is the prosecutor in court? Asking for evidence? I already given her proof she still said not sufficient evidence? I think because they don't want to admit their mistakes because they can't tell what is SOFA COVER/SEAT COVER/CUSHION COVER. So after today all my ordered stuff had been delivered, so I decided and already deleted my payment Methods. but I cant delete my Lazada Account. Need to ASK LAZADA to do it? Delete account also need their consent in order we can delete the account to stop acquaintance with their platform??
Bought a shockwave therapy machine for about $200. Description seems genuine. On arrival it works like a heavy hand held massager that you can buy for 10% of the price. It also could not turn off automatically and there is no off switch so had to cut the mains socket. Customer service gives you the run around. They can send you an email to say they reject and the same person says they have taken over the matter and will look into it 4 mins later. Clearly a tai chi motherhood apology and run of the meal "service". Better to ask the bank to stop/dispute payment. Never buy from them again. Such a nightmare. Can give them the negative publicity they clearly deserve to protect others.
They now say they escalated, took back package which I gave them in pristine condition. I did not open at all when they first rejected. As usual no reason just return it again. I didn't even bother to open it again after the first time. Now I see their reason for rejection is package quality check failed. Very unscrupulous.
Purchased a storage shelve recently, main frame was bent upon received. Photo sent and requested return and refund. But the process was extremely unpleasant. The seller and the delivery company were tying to proof that nothing goes wrong in the process of delivery. I am still not sure if my return request would be "kindly granted" by the seller. How are the customers protected?
Lazada doesn't care whether Items are delivered or not.
I bought a Aqara D00 digital door lock during 9.9 which cost me $725 with installation. The seller sent me a piece of black plastic with a label sticking on it stating my name and address and the name of the item. They just throw it outside my door. Then the seller said item delivered and payment was automatically released to them. I requested for a refund from Lazada stating the reason with a video and photo of the piece of plastic but was rejected. Seems like Lazada isn't interested in doing a honest business nowadays.
Big company forcing customers to buy items and rejecting my refund request. I requested a return, with the reason "change of mind/ style not suitable" and its been rejected because the box was opened. It was a pair of sneakers, what super powers should I have to know whether the style is suitable without trying on the item. I requested return the very same day it was delivered. I have called customer care, chat with agents and everyone has just been messing me around. Horrible treatment of customers
As I had mentioned earlier that Lazada sent me a wrong item until today they have not settle to refund me my money> How can that be my problem when they didn't even sent me the multi-purpose rack!!! They said sent back to seller. Sending back to seller? Before they can refund me back? the plastic stool they didn't even bother to come collect and they initial said "SHIPPED BACK" !!?? I had called their hotline today 31st August, 2023. They said need two days? again have to wait........................Let see what happened after two days...........Just a small amount to do refund yet taking so long.....................
Purchased a Lazada voucher but unable to work. Reached out to customer service to see if they could fix it. Took 1 week to reinstate my voucher by which time I had already made my purchase. Requested to refund but "resolutions team" kept insisting the voucher was valid. "Resolutions team" didn't reply emails as well, as though their answer was final.
I have purchased from various online shopping. Shoppee, Ebay, Amazon and so far the customer service has been okay.
Lazada Singapore is really bad in their customer resolution when it comes to issue dispute.
Do not buy from Lazada - You will regret by their customer service when you encounter issue with your product No one will help you
Just want to let online shoppers to beware of Lazada Singapore poor customer service. I have shopped with Ebay, Amazone and Shopee their customer service has been great
It would be a good website but unfortunately their delivery partners are a disaster (I guess the cheapest around). Most times they leave your house without even trying to deliver your parcel (they don't ring the bell or try to call you).
For most deliveries I end up spending hours following up with Lazada's useless customer service who keeps repeating condescending sentences which don't answer what you say. They also seem to have the policy to never compensate their clients even when they're clearly wrong.
Order A Multi Purpose storage Rack on the 4th Aug 2023 was arrived on 22ndAug. To my surprisingly. What delivered to me is not a multi Purpose rack. Is Just A PLASTIC STOOL. Immediately Call their line and was told to return via email to me. Wait for their schedule. at the moment I also got a damaged phone to return and had arranged on Wednesdays. But again shock they came on Tuesday a day before Wednesdays' as I already told them only Wednesdays onward they can come to collect the refund item. They came on Tuesday asking for two return items? ??? So they came back on Wednesday's and collected the refund Phone. Next day they came again, telling me that they want to collect another item. But that was not confirm what day they will come to collect back the second wrong item. There is no arrangement. So to play safe I didn't give it to them. I just gave the refund phone as arranged for Wednesday's collection. I wrote to them again, to sent me a confirmation email that they will come to get the return item(Stool) but till today after sending so many emails and chat SMS. There isn't any response from them> and still no money refund back for the multi-purpose Rack. Checking on the seller websites review. Saw so many are also had encountered same issue like me receiving a wrong items all also receiving a plastic stool .. Something really not right.
I ordered a Xiaomi smart band from Lazada for my wife, but it wouldn’t link to her phone. I contacted Xiaomi customer support and they suggested changing the phone’s regional setting to “China”, but I’d already tried this and it made no difference.
I therefore started the “Return” process with Lazada, which went smoothly until I was surprised to see the page asking me to upload a photo; I uploaded a screenshot of the error message on my wife’s phone. The page then prompted me to upload a video, which seemed bizarre given the nature of the problem; as I had no choice, I uploaded a 2-second video of the aforementioned screenshot, but then I received the error message "Oops, something went wrong". I repeated this process around 15-20 times over two days, but always received the same error message.
I therefore contacted Lazada customer care, who sent me a detailed instruction sheet on what to do. The problem is, they were telling me to follow exactly the same process that I’d been trying to follow for two days but which was not working (as I’d told them). I informed customer service about this, but never received any further response from them. So, I’m left with a useless smart band.
I contacted Xiaomi again and asked them if they could help. The representative I chatted with said they’d try, but as with Lazada, I never heard from them again.
In conclusion, two takeaways:
- NEVER order an item of any value from Lazada, as their returns procedure apparently makes it impossible to return an item.
- NEVER order an item of any value from Xiaomi – better to order from a quality manufacturer via a reputable web seller such as Amazon.
Lazada delivery partnership service is a poor service,they always say they attempted to deliver but unsuccessful,this is my third order in Lazada but always attempted to deliver but unsuccessful even I’m waiting here my order to deliver the whole day. They must not waste the time for the costumer for waiting to deliver their order and at the end of the day we can see unsuccessful delivery.
Horrible experience with Lazada. I returned goods that are not conforming to the description and now they are holding of both the goods that I do not want and the money, close to S$100
THE. WORST. CUSTOMER. SERVICE. EVER. BUYER BEWARE!!!! Lazada Singapore is truly the worst platform to make any purchases. As many reviews already stated, there is zero consumer protection. They allow fraudulent and shady sellers in CHINA on their platform and zero recourse if products are faulty, fake or missing. Customer service promises refund but it never happens. I will never buy from them again! Shopee and Amazon are phenomenal, especially compared to Lazada, so nothing is lost.
Bought some Natracare Sanitary Pads from a seller called NatureCare on Lazada, arrived out of shape and seals completely broken. After a long exhausting negotiation, Lazada finally agreed for return/refund yet they never came to pick up the return parcel. Made millions of calls to the customer service, all they were doing was procrastinating. Two weeks have passed and still no logistics shows up. It’s their strategy to keep stalling until buyers give up.
Given the series of awful shopping experiences with Lazada, I’m very sure that Lazada has no consumer protection mechanism at all! Customers are left on their own the minute orders are placed. And Lazada doesn’t care about how many bad reviews they are getting. Is there any law to regulate e-commerce platforms like this??? Does Singapore have any Fair Trading Act???
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