My complaint:
Lazada takes the cake for being the worst online shopping experience of history. Especially regarding to quality control and product exchange.
I have recently purchased a Samsung phone from Official Samsung store listed on Lazada Mall. Within the first 3 to 5 days of use, the phone started to heat up very badly even during simple tasks like web surfing. The screen started to freeze and have a significant delay of 3-4 seconds for each interaction. I have the video proof of this malfunction.
I then contacted Samsung store and showed them the video, to which they immediately apologized and requested me to exchange or refund the faulty product. When the faulty product arrived back at Lazada, Lazada claimed that the product does not have any faults because their “technician” swiped left and right a few times and the screen responded (also have video proof of this).
Afterwards, 3 separate Lazada representatives contacted us, insistently demanded us to take back the faulty product. They only read 2-3 lines from a script repeatedly and refused to answer any questions regarding the exchange process, their office address, further ways of communication, etc.
They threatened us that if we do not accept back the faulty product, they would sell it cheaply to other parties, and we would lose the money paid via Visa card (again I have recorded audio).
Not to mentioned that I was also blackmailed by a Lazada seller to cancel the exchange process or they would come to the address I listed on Lazada and “deal” with me (I have the screenshot).
I must ask, what kind of corporate culture and customer service blackmail and coerce its customers?! I have never experienced this on any online shopping platform and it completely baffled me.
Suggested solution:
-Properly follow the official return procedure listed on the company website.
-Honor the promised return policy towards customers.
-Properly train customer service to answer inquiries and transfer the line to related parties when needed. Stop reading the same 3 lines from a script.
-Immediately fire the employees for coercing and lying to customers.
