My Lazada Order Experience and How to File a Lazada PH Complaint

This blog will talk about my recent Lazada Order Experience and how to properly file a complaint if the same thing will happen to you.

Last November 11, Lazada had its 11.11 sale and I purchased two JBL Go speakers and was promised that the items will be delivered between November 15 – 20.

Unfortunately, the item was not delivered on the promised date so I tried to reach them via their customer support. Their live agents are available from Mondays to Sundays, 6:00 AM to 9:00 PM.

Customer Support Link: https://www.lazada.com.ph/helpcenter

I reached to their customer support agents and told me that the items were delayed due to massive orders during their 11.11 sale so I have to wait until November 26. Understanding the situation, I patiently waited until November 26 unfortunately, no order came. Frustrated, I messaged them again via live chat and insisted to talk to their supervisor. 

You can request a supervisor to call you over the phone. Agents are not allowed to end your chat conversation. 

So I talked to one of their supervisors and she claimed that the item was lost during the shipping process and they are currently investigating the issue. 

Frustrated with what happened, I reached out to DTI to properly file a complaint. DTI’s email is: [email protected] I sent an email to them providing all the details including screenshots. The next day I received an email from DTI and forwarded my concern to FTEB – Mediation, a department in DTI who handles these types of complaints. After reviewing my concern, they emailed the President/Managers of Lazada and included me in their email conversation.

Finally, I received a call from a Lazada representative. Here are some points that I figured out:

  • The agents who are assisting us via live chat are not connected directly to Lazada. They are actually a 3rd party company (sort of BPO I guess). They have a very limited access to Lazada resources. 
  • It is best to escalate your concern to DTI immediately if there are lapses on Lazada’s end.

My concern was finally addressed via refund and we had an amicable settlement. 

10 thoughts on “My Lazada Order Experience and How to File a Lazada PH Complaint”

  1. Can you please share to me the explicitly the steps and needed to do, who to call or email? I got a complaint to lazada since they didn’t honor the buy i made but I have enough funds in lazada wallet to do so. please i need to reclaim my money. thanks

    Reply
  2. I also brought 2 speakers though Lazada. When delivered both were defective. After some negotiation it was agreed that I return the speakers for replacement. I returned both and after some time received a refund for 1 speaker. After some back and forth with Lazada Customer service It was agreed that I should have been refunded for both speakers and was promised a complete refund. That was over a month ago and I have heard nothing despite several email from me. The return was Initiated 19 June 2019. It is now 25 Aug 2019. I will try the suggestion of the DTI.

    Reply
  3. @Shakespeare, THANK YOU SO MUCH I EXACTLY HAVE THE SAME EXPERIENCE AS WHAT YOU HAVE. I FOLLOW YOUR SUGGESTION I JUST SENT EMAIL TO DTI AFTER I READ YOUR BLOG.I WAS REALLY UPSET MINE IS ORDERED AND PAID CASH THROUGH MY INTERNATIONAL DEBIT SINCE 30TH AUG NOW 3RD OCT STILL ITEM WAS NOT DELIVEREDSELLER SAID ITS WITH LAZADA, LAZADA SAID ITS WITH NINJA VAN, NINJA SAID STILL WITH LAZADA. CANT CANCEL SINCE MY ORDER WAS ALREADY IN SHIPPED STATUS.
    I CALLED TO DTI YESTERDAY BUT A LADY TOLD ME THAT I NEED TO SEND A REPRESENTATIVE TO FILE A PERSONAL COMPLAIN. I FELT HELPLESS UNTIL I FOUND YOUR BLG. I HOPE I WILL GET RESPONSE SAME AS WHAT YOU’VE GOT. I WILL WAIT for THEIR RESPONSE. THANK YOU.

    Reply
  4. hi thanks for this blog. luckily i have stumbled on your site and we have the same issue. i already emailed dti and hoping for a positive response.

    Reply
  5. Hi, thank you for this information. They are giving me a run around with my lazada wallet withdrawal. Very poor customer service! Horrible experience!

    Reply
  6. Philippines – Reviews and Complaints

    I purchased a tv from Lazada on December 20th. I paid by credit card. It has been over 21 days now and I still haven’t received this. This was shipped locally so I should have received this 2 weeks ago. I call Lazada everyday to tell them I want a refund but I get denied everytime. The people that work for Lazada doesn’t know anything. I get a different excuse Everytime I talk to them 😡
    3 minutes ago

    Reply
  7. Eto po ung case namin sa lazada nakakaiyak

    Dear Lazada Lazada.com.ph

    Two cases
    Order id # 264002825733006
    (Isang order ID lang Ginawa namin separate shipping)
    Pero dalawang Tracking number.

    1st tracking number na nireceived namin sa lazada na RTS
    *Tracking NLPHSO0013753983
    At nirefused nila BAYARAN DAHIL INVALID DAW MGA PROOF NAMIN AT SABI DAPAT DAW NIREFUSED NAMIN SA COURIER UNG RTS……😡😡

    2nd Tracking # NLPHSO0013753981
    Nirefused namin ireceived dahil yan ang suggestion samin ng humahawak ng account namin sa lazada. PERO NGAYON NGANGA WALA KAUPDATE UPDATE SAMIN!
    So ano ba talaga gusto niyo mangyari?

    My god!
    Wala kayo hustisya!
    Kaya may mga courier na gumagawa ng kalokohan kasi alam nila siguro style niyo.
    Di niyo babayaran ang seller !
    Wala man lang kami hustisya sa ginawa ng courier niyo.
    Meron kami video bago namin iopen!
    Ano pa ba gusto niyo? If irerefused namin paano namin malalaman na wala laman ung loob if di namin ioopen? Gago ba kayo? ( sorry to say sa word na to kakagalit lang. )
    Ung una niyo cases na accepted namin kasi naopen namin ung items matagal.
    May video kami bago iopen kaharap pa ang rider niyo na nagreturn samin!
    Wala kayo pakialam sa seller ang alam niyo lang magdeduct ng commission!
    Pero eto case na to di namin maaccept! Di biro ang halaga nito sana naman bayaran niyo!!!!
    Di pede hindi niyo bayaran to !!!!
    Di man lang kayo pwede tawagan or puntahan para ipakita sainyo ginawa ng kagaguhan ng courier niyo. Gago ba kami para kami ang kumuha ng items sa loob? Which is kami ang seller? Ggrrrrrr! 😡😡😡😡

    NAWALA SAMIN Php13600
    Di madali kitain yang pera na yan dahil lang sa panloloko ng courier niyo. Tapos kayo wala kaaction action! Wala kayo kaawa awa sa seller. Okey lang sana kung maliit na halaga yan!

    Reply
  8. THANKs for your informative blog. I did send an email to the said DTI site but i didn’t get a response from them. It has been 5 days since I send the mail and think No reply is coming.
    My question is do i need to direct it to a particular dti officer for my mail to be attented to? To you know that officer? My complaint is regarding an NBA league pass Full season subscription which lasted only a month.
    Like you i went through the whole complaint dept process to no avail. What I really wanted is for dti to investigate such deceptive scheme by digital sellers on lazada. The refund is secondary as i feel i may not be the only victim to the transaction.
    Hoping to hear from you soon.
    Thank you.

    Armando s. Garcia

    Ps. Sorry for the all caps typing as can’t figure out how to switch in keyboard.

    Reply

Leave a Comment