My complaint:
Dear Sir/Madam,
I am writing to file a formal complaint regarding a non-working/damaged item that I received from Lazada. Enclosed are all the relevant evidence, including photos, dates of arrival, correspondence, and images of the damages, to support my claim.
On February 7, 2024, I placed an order at Repor Lazmall Shop and paid the total amount of ₱37,292.00 it was paid full via credit card ending 3003
On February 12, 2024, I received an order (Order Number: 784087679723092) from Lazada. Upon opening the package, although it initially turned on, the item failed to function properly even after following the provided procedures. on February 22, 2024, I contacted the seller with a video demonstrating the item’s malfunction before requesting a return.
The courier initially attempted to pick up the return items on February 22, 2024, but rescheduled to February 23, 2024. Despite not having the original packaging, the courier assured us that any packaging would suffice. Accordingly, we prepared the item for return.
However, on March 1, 2024, Lazada notified us that our return request had been rejected , and the item was returned to us. Upon inspection, we discovered significant damage to the item, including broken glass, scratches, cracks, and dents, rendering it unusable.
We ly contacted March 5, 2024 Lazada Customer Service via landline call and email and provided them with photos of the damage . Subsequently, we also contacted the seller, but they refused our request for resolution, despite our evidence absolving us of responsibility for the damage.
On March 7, 2024 and March 8, 2024, when we followed up with them the case status they can provide it. And March 8, 2024 we received an additional email of rejection from Lazada.
Enclosed are several photos documenting the condition of the item upon arrival, along with screenshots of our correspondence with Lazada and the seller. These materials clearly demonstrate the extent of the damages and serve as evidence of poor handling or shipping practices.
As a loyal customer, I am deeply disappointed by the lack of quality control and care in ensuring that items are delivered in satisfactory condition. This incident not only inconvenienced me but also eroded my trust in Lazada’s services.
I kindly request immediate action to resolve this matter. I expect a full refund for the damaged item or a replacement sent at the earliest convenience. Additionally, I urge Lazada to implement measures to prevent similar incidents in the future.
I trust that you will prioritize customer satisfaction and address this issue ly and professionally. I am willing to provide any further information or assistance necessary to facilitate the resolution process.
Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution.
Sincerely,
Esperanza Garcia
Suggested solution:
Not satisfied with Lazada as they can't protect their consumers.
