I’m a Lazada shopper for years. Not that I shop very often but as I checked my account, it turned out I had a total of 8 items ordered from Lazada since 2013, these were the orders that I placed using my account, not counting those that I ordered as a guest, which I think would also be about 5. One of these orders was cancelled without my knowledge but I was informed of the status of it later on.
The most recent order I made had a missing part on it, the USB which makes everything else completely useless. Whether it be a blessing or a curse, I learned so many lessons, and I hope these lessons can make me a wiser buyer in the future.
1. Always check the reviews
This doesn’t just apply to Lazada orders but to all online orders that we make. I was too careless not to check the review because I was so confident that I won’t have any issues with Lazada, I was wrong. Had I checked the reviews, I would’ve known that the supplier I was about to order my product with doesn’t provide a good service.
|The first comment was mine, of course. But if I was too wise to check the reviews, I would probably be hesitant to order – lesson learned.|
2. Buyer Protection (BP) VS Satisfaction Guaranteed (SG)
Another thing to check is these two. I believe most items have buyer protection guarantee, which will give you 7 days from the date of receipt to return the item back and get a refund. Satisfaction guarantee gives you 7 more days, so you have a total of 14 days to return your products back. Knowing whether the item has a 7 or 14 days return policy is easy as they’re just beside the photo of the item.
|Lazada Buyer Protection (BP) VS Satisfaction Guaranteed (SG)|
|My order under Lazada Buyer Protection (BP)|
3. The New Lazada Return Policy
Now you might think, we’ll that’s not a problem, you have 7 full days to return it, that’s a lot of time! That’s what I think so too, until I learned about the new Lazada Return Policy which is the ONLINE RETURN. As per
one of the many CS reps I spoke with, Lazada now:
|This is what your order status should be in order for you to be able to file for an online return. In my case, the order status was only changed to delivered “1 WEEK AFTER I GOT MY REFUND”.|
A. Does not send a return slip along with your package. Which means you will have to wait for your item to show as
DELIVERED, or the ONLINE RETURN FORM will not be available.
B. LBC staff are not aware of this recent roll out. LBC is where you send your returned items. I was rejected once when in LBC Ever Gotesco Branch because I didn’t have the return slip, even though I already told them I was just advised by the rep to take it to them. I felt humiliated, people were looking at me, I had to leave the place right away. So on my 2nd attempt, I made sure I printed all the email correspondence that I had with Lazada as I was too persistent not to leave LBC without making sure they process my return.
4. The Lazada Customer Service Reps
Being a customer service rep myself, I know how stressful it is to deal with difficult customers. Which is why I tried to maintain my composure when talking to them. They were helpful and I got my refund, the only thing to note here is that I had to call them 4 times before my issue got resolved. Of course, I also understand the escalation process since we also have that at work, but 4 calls to get my issue resolved is upsetting for me.
1st call – I was told to wait fill out the online form and wait for my order status to show delivered. I called the day after I got the package. That gives me 6 more days to return.
2nd call (Thursday) – I told them that the my order was still showing SHIPPED instead of DELIVERED and I still couldn’t fill out the online form. I was advised to just take the item to LBC and they will do the return for me even without the return number (that’s when I was rejected by LBC – Sunday).
|My return date was extended by a day. I printed this and took this with me to LBC|
3rd call (Monday) – I complained that LBC didn’t accept my return and that it was my last day to return. my order was still not showing delivered. At this time, I didn’t want to be a headache so I still didn’t ask for a supervisor. I know how difficult it is to escalate a call, specially in call centers. It’s also time consuming as some supervisors let their customers stay on the line for long. I was given 1 day extension to return and was ASSURED that the package will show DELIVERED by today. That didn’t happen, but at this point I don’t really care, I just wanted my money back. I didn’t want a replacement, even though I like the product, it’s super cute and thin, but I don’t want to deal with them anymore. Buti nalang at Php 799 lang ang item na ‘to, but of course, I’m not gonna let that amount go!
4th call (Tuesday) – package still showing shipped and not delivered. I was told to take the package to LBC and use the order# instead of the return number. I had her send me an email so I can print and present it to LBC, also told them that LBC isn’t aware of this new policy (of course, the CSR can’t do anything about that).
|Another email I printed of the advise to take the package to LBC even without the return form|
Are the reps helpful? Yes they are.
Are the reps polite? Yes they are.
Are the reps quick to resolve the issue? No, they’re not. (and I understand it’s part of the escalation process).
Was the issue resolved? Yes, it was but it took me 4 calls (with a minimum of 10 mins per call for the issue to be resolved, that makes it 40 mins minimum talk time with the Lazada reps).
Lesson: You’ll get help, just not RIGHT AWAY. You’ll have to keep calling in order to get the resolution that you need.
Tuesday – Finally, my return was processed in LBC San Mateo branch. I released a huge sigh of thanks that finally it’s done! I treated Nate and I out for an afternoon snack in one of the local bakeshops near LBC.
Sunday – I got an email about my refund to be redeemed at LBC.
Tuesday – I got my refund.
The following week, my order showed DELIVERED, at laaaaast! The week after I got my refund. Yahooo, haha!! *insert sarcasm here*
Was everything worth it? Well, I would say, it is. 799 is still 799, I won’t let them take that when I don’t have my product. But it was certainly a stressful process.
Have you had any issues with your online order? How did it go? I’d like to know your story. 🙂