I am a very DISSATISFIED lazada CUSTOMER.
Let me explain with a time line.
Main Item: [On the Way to Local Sort Center (package is on its way to our sortation center) since Nov.17 ]
Xiaomi Redmi Note 9S Global Version Note 9 S 6GB 128GB Smartphone Snapdragon 720G Mobile Phone 48MP Quad Camera Cell Phone
Free Item: Received
Payment Status: Paid thru Lazada Wallet
November 11, 2020: Placed an order in a store from LazMall. (Xiaomi Asia Store)
November 16, 2020: Order left China
November 17, 2020: arrived in Philippines, underwent local customs clearance.
November 17, 2020: (19:49) On the Way to Local Sort Center.
Package is on its way to sortation center
November 23, 2020: Received the FREE ITEM of the order.
December 3, 2020: Made a follow up on the main order. Chatted with CS RESIEL. said that the order is SUBJECT FOR CANCELLATION. sent me a follow up email with a line that said, "We have just received confirmation from our logistics partner that your order will be delivered no later than <;;;;&amp;amp;amp;gt;".
There is an assurance that the order will be delivered but no specific number of days.
December 6, 2020: Received a call from TS REYMARK promising that he will expedite my order. (Fraud. Empty promise) FOLLOW UP 1.
December 12, 2020: Chatted with CS APRIL. I asked about why my order's status is not appearing on the tracker.
Requested to process the cancellation. CS said that she will give me a voucher but SHE DID NOT. FOLLOW UP 2
December 16, 2020: Chatted with CS CHLOE. Made another follow up but the CS said she made another follow up to the case..
FOLLOW UP 3.
December 20, 2020: Received a phone call from CS VIENITA. Sounded enthusiastic while pitching that she is very sure that I will receive my refund in 15 days. That is January 3, 2021. She even confirmed the date.
Gave me a P200 voucher with a 1 month expiration. I am very angry because SHE CLOSED MY CASE EVENTHOUGH LAZADA DID NOT RESOLVE MY CASE.
January 3, 2021: Tried to contact CS thru chat but CS NELDELENE-T hang up on me when she learned that I am a complaining customer.
January 3, 2021: Chatted with CS ADRIAN and promised that he will give me a call in 24-48 hours. I told him I will wait for his call in 48 hours but again I did not receive any update. FOLLOW UP 4
January 5, 2021: Chatted with CS Christian but only received same response.
Said that he will again make a follow up. FOLLOW UP 5.
January 12, 2021: no cancellation. no refund. no update..
January 19, 2021: Still waiting for any update (phone call) like what all of this incompetent people kept on telling me.
I have talked to a lot of agents but no one ever solved my case, one even closed my case without resolution.
You always say that you will make a follow up with to no avail. This is a very poor customer service and I hope nothing like this will happen to other customers.
I NEED MY REFUND ASAP.
Monetary Loss: $200.
Preferred solution: Full refund.
Lazada Philippines Cons: Refund process, Incompetent customer service, Expensive shipping fee.