Lazada complaint: Useless return process

Complaint from poppy__ reported on 11 January 2024 about Lazada

New complaint
Complaint pending
Complaint resolved
Complaint closed

My complaint:

Terrible return services, such an awful experience.

I bought a product on lazada and didn’t like it so I requested return refund on 21 Dec. I chose pick-up as the delivery method for return as the item is pretty big, hard to take it to a post office. Then, there’s no in-app notification nor MSM, whatsapp, NOTHING, notify me when this will be picked up and returned. The courier came once when I’m not at home, then I missed that delivery. And that is the only time they came, later on I tried to contact the courier they saying they don’t have such return order anymore. So I went to Lazada to check what’s going on, while I was told to wait. After 2 weeks, and various times of contact, they said to rescheduled a return for me, yet still, no update, no one came, parcel still here. What’s more, the Lazada system has canceled my return request since it’s pending to long.

Excuse me??? Each time I try to contact them, all I get is our resolution is working on this with priority. Is priority in Lazda means after a customer complain 10 times you manage to get one return rescheduled? I was so pissed and called see if I can speak to any other department to resolve this matter as now I couldn’t even initiate the return myself, the order was closed for me somehow, but all I kept getting is still waiting for resolution team. This is so ridiculous, I’m so unhappy with this, this is extremely unprofessional and disappointing.

Suggested solution:

Still not, still waiting for the so-called solution, been almost a month now

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