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Update by user Aug 23, 2020

So, I did receive the money from the wallet, had to go to LBC to pick it up, wallet is still frozen, still cannot purchase anything unless I get COD. But, wait, it gets better, I had another product, that was returned because it was stuck in a distribution hub for over a month, so Lazada cancelled it.

And the refund was processing for over a month, I paid for the product with my debit card, not the wallet, so finally yesterday I received an email, they sent me a coupon for the cost of the product and put in my wallet, which was frozen by them, and now I cannot withdraw it.

Their policy is to reverse the charges if bought with a credit or debit card, but they decided to put it a wallet that they froze. I used to like Lazada, now I won't buy anything there, and I would not advise anyone else to, and if you do, never use the wallet, it's a trap.

Original review posted by user Jul 30, 2020

I know how you feel, I have been trying to get my money back that they have stolen from me. I had a seller cancel and order, not me, and I paid through my wallet, when they refunded the money I was told I could not withdrawal my money because I cancelled the order and I would have to use that money to purchase other products.

However, I did not cancel the order the seller did, and I should not be held responsible for their actions. So I requested a withdrawal of funds, they said they could do that, but it would take 10 working days, it has been over a month.

I lost 11,879.10 pesos. I have talked to customer service numerous times, all have told me they have escalated the request and I would hear from them in 24-48 hours, I have never heard from them.

User's recommendation: do not use Lazada wallet.

Monetary Loss: $11879.

Preferred solution: Full refund.

Lazada Philippines Pros: I have toi say they have a lot of pros, I have used them for years.

Lazada Philippines Cons: No refund and constantly being lied to, Never use the lazada wallet.

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We do understand how you feel as a customer 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?

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Order number: 296107****43170 Item: Dewalt-DCD796M2: 18V Brushless Hammer Drill Driver 2 4.0Ah Batteries [107057****] Concern: customer received the refund but he can't use it for used for purchasing, customer want's to withdraw the money from his Lazada Wallet Resolution: As we have discussed we will follow up your request to our back of house. Please do expect for an update within 24-48 hours. (it has been since June) case #205000****320669 case # (205000****991005) Thanks


I have tried your live chat, and still nothing is done. I am told it is because the escalation team has done nothing, maybe you all should change their name.

I just want my money back, it is not Lazada's to keep. And I really do not think you understand how I feel as a customer, I feel that I had money stolen from me because a seller decided to cancel the order.

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