Update 1: I have got my item on 2nd January, delivered by Marketplace Operation guys Prasad and Chris.
Update 2: Got the call from Max Bittner (Lazada CEO) about what happened, he apologized for the screw up and promised they will upgrade their service to serve customers better.
Update 3: Hans-Peter Ressell (Lazada Malaysia CEO) called me and said he will refund (he did) the iPhone for screwing up my first Lazada shopping experience. In addition to that he invited me to visit their office and warehouse to understand that they work hard to make Lazada a great online shopping experience. He also asked me to soften the blog post a bit (I rename the title from a far more vulgar version).
On 16th December, I have ordered an iPhone 5C 32GB Blue from Lazada.
As of today, I haven’t get my item yet. As of 2nd January 5PM, I have got my item, delivered by Prasad and Christopher, they are from Marketplace Operation team.
Delay is tolerable, but an extreme one is not. I have fed up calling their customer service, because everytime I call I hear new excuses, new stories, new lies. None of their calls are congruent with each other, I am truly, truly fed up with a team of amateur liars that Lazada employed to serve us.
Friday 20th December – 10AM
I have got an e-mail saying that item has been shipped. At first I thought, oh Lazada is pretty on time, as they stated on the product page that the product is estimated to be delivered within 6 – 8 days.
But there is something wrong, if I go to their website and check my order status, it’s stuck at Order being processed at warehouse as opposed to being delivered. So what’s that e-mail for?
I didn’t get my item on Monday, so I have decided to call their customer service to check the status again.
It was a guy picking up, he says that he needs some time to check the status for me and promised me that he will get back to me.
That guy didn’t get back to me, good job wasting 2 hours of my life.
I decided to call again, this time was a woman picking up. She replied that the item will be delivered by Thursday.
“You sure it will be delivered by Thursday?”
Again, as expected, the item is not being delivered.
I tried to call the customer service but the auto responder says that it’s closed. Frustrated, but I gonna wait until tomorrow morning.
CS#3 was a guy. He says he checked with the warehouse and item will be delivered by 6PM.
Fri 6.15 PM
Again, no delivery. I called again and it was a woman picking up, I have decided to go douchebag on her, I really wanted to know WTF is going on and show them that I am not a good bully target. I have just paid RM1800 and I deserve to be treated like a customer.
“You guys just said that it will be delivered by 6PM today! WHERE IS MY ITEM?”
“Sorry sir but the warehouse has not been responding the whole day, we try to get to them but they are not replying to us.”
“Then where the fuck am I going to get my stuff?”
I am really pissed, for a couple of reasons:
- Lazada Malaysia seems to have serious communication issues within their company, as if the Customer Service and Warehouse are rivals. They don’t work together.
- The customer service did not do their best efforts to get the “warehouse” to reply
- Lazada Malaysia is full of lazy useless people that don’t care about their customers
For the 3rd time, I didn’t receive my item. I have just sacrificed my day out to cave up in my house and wait for my phone. I seriously think Lazada should pay me back happiness.
This is the last time I called them.
Apparently it was the same woman that picked up my call last Tuesday. This time she said the following:
“We have our own delivery team”
“It is not possible to schedule a delivery sir”
Then when I tried to ask her to deliver it:
“The product is from Satu Gadget, we are going to check with them now.”
I took things into my own hand and decided to check with Satu Gadget, apparently they did send out my phone to Lazada on 18th December. But Lazada has not been sending out my phone for what, 2 weeks? For real?
Lazada, good job giving me such a negative-number-of-stars experience, I will never buy from you again.
You are the first online store that pissed me off so much that I need to write a blog post to talk about you, your shitty team of customer service representatives and your unresponsive warehouse that slack off and don’t get punished for doing so.
There are plenty of others who are seriously unhappy with Lazada:
- iPod failed to ship in 73 days
- Rose Wong and her missing Sony Xperia
- Eyriqazz and his missing items