I purchased a new Samsung phone COD from a seller on Lazada last week. The seller gave my information to a friend
who sent me a scam package with a dinky, old phone like the kind you used 20 years ago. I tried to open the package
before handing over the 10,000 baht to the delivery driver but he wouldn't let me. The package was in a Lazada box with
Lazada packing tape all around it. Inside was the real Samsung box, shrink wrapped to look like it just came from the
factory, but that's where the real stuff ended. I immediately tried to call Lazada but they don't have any operators on
the weekend (this was a Saturday) so I had to do online chat and upload photos of the whole mess. I was told to wait
2 business days. Hearing nothing, I called them on Tuesday and they told me to contact the courier (Best Inc.) because
they had no notification of a package being sent by Lazada. Best Inc. has refused any responsibility, saying they only
deliver parcels-they don't know what's inside. Trying to locate the sender is impossible. Fake phone number, etc.
If you think you are going to get a thorough investigation, forget it. Lazada doesn't bother to contact the courier or try to find the sender.
After a week of back and forth with operators and supervisors, they are still trying to use the courier angle to deflect
responsibility. I filed a Police Report on Friday and they even called Lazada. While I was in the police station, I got an
email from Lazada saying my order was cancelled due to "Seller has violated Lazada standards" and I would be getting
a refund notice within 24 hours. Of course, that never came. Yesterday, I contacted Lazada again and they have no
record of that email. How convenient. Instead, they doubled down on the courier angle and refused my refund when they are totally responsible
for this whole mess. Only the Lazada seller had my order information and the onus falls on them for not vetting their vendors.
Trying to get the person who made the decision on the phone is impossible. Like most major companies, Lazada has a wall of
protection to keep customers flailing at the gates and hopefully, they give up and go away. You have to go through the usual maze
of automation to get a human and that person only repeats the company line. Be forewarned about Lazada. If you have a problem,
it will take a lot of work and they will do everything to deny your refund. Even getting scammed by one of their sellers will not guarantee
a refund if they have any lame excuse they can trot out. They are not here for you.