Ninja fault, item lost & no refund
I have placed an order with Lazada and Ninja Van is the company that help to deliver my parcel. I have selected my collection point at 7-11 Blk 492 Jurong West St 41 #01-72 S(640492) at the point of my order. Waited for more than a week and keep tracking my items. It indicated that my item is reaching the collection point. When i reached home at 11.25pm & checked my email. Saw that there is an issue with the collection point and they have last min decide to deliver to my place. They have taken & shown the photo of the parcel that was placed on my shoe rack between gate and door (address printed on the parcel belongs to the collection point and not my home address. There is also no indication of my name). I cannot find the parcel. It was lost I told them via email. Roots of the problem that result in the lost of the parcel: 1) Last min (eleven hours) then they informed that there is issue with the correction point via email (For last min change, they should call or drop a message via whatsapp instead of email, who will access email when you are always on the move). ***We are unable to deliver your Lazada parcel NLSGD48314093 to the requested Ninja Point as self collect service is not available*** 2) If the correction point has an issue why do they have it as a option for buyer to choose. 3) If there is a last min change of delivery address. They should change the address of the parcel to my address (otherwise, whoever saw it will thought it was sent to the wrong address and discard it) or at least indicate the buyer's name. 4) Now the parcel is lost and gone. It is obvious that there is something wrong with the operating system and Ninja Van should take action to refund me the amount when i put up my refund request. 5) They said they will check and revert. Fair, i said ok. A few of them have called me asking me the same old questions and asked did I receive my item as they have already sent over the item. I repeated the roots of the problem (as stated above). This is ridiculous, it is crystal clear that there something happened from the collection point to the delivery procedure. Ninja should acknowledge & bear the responsibilities and stop asking me to give them more time to check. Resolve their own internal issue and refund the item amount to me. I have told them to stop calling and asking me the same questions. I have given them 1 week to check. Have told them that if I have not receive a refund by today, I will write them a review of my unpleasant experience. If they call me, I hope to receive a refund outcome. Till date, they remain silent. This will not end here. If Ninja Van is not going to refund the amount to me. I will have to bring this matter to CASE Singapore.