I ordered a mobile phone worth Php 5,499.00 last May 22, I paid it with my smartmoney debit card. After a few hours, customer service called me to verify the order, and told me that it will be proccessed once the payment have been confirmed, I told them that I paid using a debit card so the money were already transfered to them. After several days, I called them to follow up my order, but the customer service told me that they are still verifying my identity because it appeared to their system that the name in the card is not the same as the one I registered to them, so I sent them picture of the card that I used, scanned image of my passport, pictures of the exact sms sent to me by the card company, all proofs of my identity were already provided by me. I'm refunding my money but their customer service called me again. She said that they were going to refund my money but It will take 15 days before they can issue a refund and If I decided to go for my order, it will just take 10 days for them to deliver my order. So I decided not to refund the money. She said that they were going to update me about the status of my order. After several days again, I emailed them to follow up my order, they replied to me and said to open my line because one of their customer service rep will call me. I waited the whole day but they they didn't call. The next day, I received a call from them just to inform me that the item I ordered is out of stock and they will not be able to make a delivery and asking me to choose another item to replace my previous order. I asked them how many days it will take before I can received my new order if I decided to order a new one , customer service representative replied that it will take again another 15 days for them to deliver. I'm so pissed of their poor customer service, i decided to refund my money. They said that they will refund it right away. That conversation was on may 31. Now it's June 2 and it was already 11 days since I ordered that cellfone. i haven't received the refund until now.
I'm so pissed I cannot think. I just paste the copy of my recent email that i sent to them here.
Your customer service representative told me that someone have already emailed me to inform that you run out of stock of the cellfone that I ordered (Cherry Mobile Nova). I did not received any email even my spam folder doesnt have your email. Your representative also told me that if I choose a replacement for my order, it will take again another 10 days or more just to deliver my new order.
I saw in your website the other day that you're offering it with a discount, and it's in stock status until now. Your website is misleading and you are causing incovenience to people.
Please process my proof of cancelation as soon as possible so I could refund it at smartmoney. You are the worst onlne store I have encountered and your service is very poor. If you continue this kind of business practice, sooner or later someone will write negative reviews to your store.
Please expedite my case and refund my money. I don't want to have anything to do with your store anymore.
PS: Email the Proof of cancellation or certificate of cancellation to me as soon as possible or Just send the money to my smartmoney account using smart padala facilities or pay at any bdo branch >> 5299 **** 0**7 6**5
This is the exact email I sent to them, but they didn't bother to answer me. I have sent them all froofs of my Identity, passport, picture of my smartmoney card, transaction details from the card company sent to me via sms. I don't know whats delaying them in refunding my money. I strongly advised everyone to stay away fro their online store, don't even bother to check what they are offering. You will be very disappointed with their very poor customer service.
Product or Service Mentioned: Lazada Philippines Delivery Service.
Monetary Loss: $126.