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3.7
Poster increased review rating.

Update by user Jul 07, 2020

product is delivered but past delivery date.

Original review posted by user Jun 07, 2020

I'm using parcelsapp.com because they are more accurate in giving the status of my parcel.

3 days before the lead date, I had contacted the customer service because I'm sure that my parcel from china wouldn't arrive at the expected lead time because they are stuck in china's customs. The customer service kept reassuring me that they will do their best to send my item on the lead date.

And then the lead date came.

I was frantic because lazada's website was late on updating my parcel. It has already checked my parcel via customs and will be handed over to the courier, last june 1, but it only updated on june 2, together with the previous updates from may 30th.

I'm browsing the help center and they have this tool called "delivery date adjustment checker". I punched in my order number and my order wasn't there, which I assumed would be there because it's already past the lead date, and there were no adjustments either. I coordinated with the customer service again and they told me that they would forward it to the courier and gave me a ticket number for future reference, and told me that they will give me an update after 48 hrs.

I tried to give it more grace time, and contacted the customer service when more than 48 hours had passed. I still didn't have updates with my parcel and it's stuck on "handing over to lex PH". I had ordered A lot of items from china, and they arrived earlier than expected because i ordered it just few weeks ago, compared to this parcel which i ordered over the past month. Sure there are problems with the customs, but it seems suspicious that my parcel is stuck with the customs, or handing over to LEX, since it was a mobile phone.

Reading previous statements from people with the same situation as mine validates it more because they also ordered an expensive product.

The customer service wasn't as reliable as I would think because, if they would not give me updates regarding my product, it's as similar as me waiting for my product until it updates itself. They also wouldn't give me alternative ways to contact LEX PH personally, and telling me that they have ways other ways to do it.

Currently, my parcel is 34 days in transit, and products from china that i had ordered had only 9 days shipping time at most, putting into consideration the extended quarantine.

The country is already under general quarantine, and I supposed that shipping times would be more urgent if there were items that were stuck in the customs because barangays weren't as tight with their conditions regarding quarantine anymore.

Contacting the customer service further would be a joke at this point because all they do was reassure you that your parcel will be delivered immediately, and not be alarmed as the consumer regarding the condition of their parcel being stuck. I know that they are doing their best and i understand that they had a lot of stress regarding the global pandemic, but i hope that they would be more helpful and engaging with the customer they talk to.

Preferred solution: Deliver product or service ordered.

Lazada Philippines Pros: Seasoned sale, Product price, Easy shopping.

Lazada Philippines Cons: Courier service, Customer service, Late delivering.

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#1873911

Hi Sir/Ma'am, we understand your disappointments and we appreciate that you reached out to us. For us to settle this matter the soonest, may we know the order number that is associated with your concern?

For more questions and updates, you may reach us via our Contact Us page at http://bit.ly/2u8lDFO.

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