Lazada seller promised I will be able to return an item - not responsive after sale

[Jonathan99]

 I was in the market for a new laptop. I saw one on lazada but was worried to order it as the reviews online for that model were mix. I talked to the seller of the laptop via chat, express my concerns about ordering something online that I am not able to test before. then I asked him if he is willing for me to open the laptop and test it after receiving it - and then if I am not happy with it - to be able to return it to him for a full refund. he answered yes. then I asked again to confirm - again a full yes for him. he just said this had to be not later then 7 days. 

 

cool.

that made me relax about it, also the seller is an established store on lazada with many positive feedbacks. I went ahead and order the laptop.

 

I got it a few days ago, and the online bad reviews about this model were truth. I told the seller via chat I want to return it and asked for his address so I can mail it to him. he asked why, I explained the reasons to him and then he went silent. Haven't heard nothing from him, I can see he read my messages, but he is not replaying.

 

what am I to do here? was I naive taking his word he will accept the laptop back In a case I won't be happy? I guess lazada won't help me ?  as their policy is "returns only in original unopened condition" so I guess his tactic here is for me to give up and stop bothering him and just keep the laptop.

(the store seem to be a physical store in chiang mai. (i am far away in the south at the moment)

if lazada won't help me, can I do something legally to him? I have all the chat logs of him stating clearly I will be able to return the laptop to him If i am not happy with the purchase. this must be binding in some way?

Thanks for any help and advice  

Edited May 2, 2020 by Jonathan99

[CharlieH]

There is an area in your "orders" where you can click "return" he then has to accept and you will be given a label to print and attach to return it to the seller.

If he fails to respond to your return request within 7 days it will be escalated to Lazada.

 

Or you can contact them at that point.

[garrya]

Every seller on Lazada comes under the 7-day money back guarantee.

Just open a return request and Lazada will assist you. Shouldn't be a problem.

7!!! days

[Jonathan99]

Just now, CharlieH said:

There is an area in your "orders" where you can click "return" he then has to accept and you will be given a label to print and attach to return it to the seller.

If he fails to respond to your return request within 7 days it will be escalated to Lazada.

 

Or you can contact them at that point.

 

Just now, garrya said:

Every seller on Lazada comes under the 7-day money back guarantee.

Just open a return request and Lazada will assist you. Shouldn't be a problem.

7!!! days

thanks guys, 
is this true even if I opened and used the item? I was under the impression the 7 days money back policy is only for items that has not been opened and used? this is why I reached out to him before the sell and asked him if he will be willing to accept the return even If I used the laptop in order to test it

[rascalman]

I have had issues too! Forget money back they want to put it in some kind of wallet to use later! That is difficult to even do!!!

They are a failure at customer service you lose! They got your money and do not care!

[CharlieH]

12 minutes ago, Jonathan99 said:

 

thanks guys, 
is this true even if I opened and used the item? I was under the impression the 7 days money back policy is only for items that has not been opened and used? this is why I reached out to him before the sell and asked him if he will be willing to accept the return even If I used the laptop in order to test it

Not in this case. How did you pay for it ?

[Jonathan99]

Just now, CharlieH said:

Not in this case. How did you pay for it ?

what do you mean "not in this case" ? I paid with a credit card 

[CharlieH]

1 minute ago, Jonathan99 said:

what do you mean "not in this case" ? I paid with a credit card 

Not open and used is usually for things of  hygeine related or consumables.

 

Credit card is good as you have a backup if you have issues and the money will be returned more quickly back to your card.

[Jonathan99]

Just now, CharlieH said:

Not open and used is usually for things of  hygeine related or consumables.

 

Credit card is good as you have a backup if you have issues and the money will be returned more quickly back to your card.

great so I should just open a return case with Lazada then i guess 

[Why Me]

Just call Lazada on their helpline (excellent English support). They'll help you. Of course you have to run a laptop to see if it's any good. That's not an issue.

 

And, of course, the seller will try to fob you off as much as possible. Ignore him. Go straight to Lazada.

 

I had a similar situation last year with a 20k+ Samsung S10+ where the seller kept trying to convince me it was a new set when it clearly wasn't. Got on the phone with Lazada and had the product on its way back in 24 hrs. Refund to my CC soon after.

 

I hope you used a CC. If you paid cash then I believe you have to advise them re a bank ac. to refund to.

[CharlieH]

Yes thats the first step. Then wait for the response and go from there. If the return accepted when its delivered you get the refund back to your card. If not then contact lazada after 7 days response time.

[thequietman]

42 minutes ago, rascalman said:

I have had issues too! Forget money back they want to put it in some kind of wallet to use later! That is difficult to even do!!!

They are a failure at customer service you lose! They got your money and do not care!

Nonsense, you set up a wallet and then you nominate a bank account to send it to.

 

All easy and straightforward, unless you are special needs. Then, you might need some help.

[Puchaiyank]

Tax write-off!  

[superal]

Have used Lazada many times for items up to 20,000 baht . Always pay c.o.d. and have had only 2 problems . One was an xxl shirt that I could not get on , neither could the wife so she gave it to a nephew , the second was gas bottle trolleys for the kitchen which were too small , returned and a credit made to my wallet .

 

One thing I have learnt when buying from Lazada is the warranty / guarantee period and terms of replacement or repair that could make it a pain to change an item and lets face it 7 days as a warranty is nothing and to me shows a lack of confidence in their product . A well known commodity will carry its own manufactures warranty e.g. a TV commonly 1 -3 years though the lesser known cheaper TVs can be on a 7 day warranty . A friend recently bought 3 water pumps  . First one lasted 6 months ( 3 month guarantee )  second pump the same but inside the 3 months so he sent it back to Lazada  who said the pump was in poor condition and had been damaged and returned it but it was not the same pump , completely broken where as my friends was in new condition but no serial numbers to challenge them on the no name , no brand cheap Chinese pump . Never learnt his lesson and bought a slightly different pump again from Lazada which lasted 1 month and when he complained and wanted it changed he found out it was only a 7 day guarantee which he missed on the item description .  There are cheap no branded items on Lazada so it is buyer beware but having said that they have been a good reliable outlet to me that is easy to order and pay for items but just be on the ball when selecting a purchase and its T & C s 

[ezzra]

Lately and for too may times now sellers on Lazada advertise items for sale they don't have or get the money and never reply or response to messages, so i have wised up now and opt for the COD option that way i don't fret and get annoyed if the above is happening...

[superal]

14 minutes ago, ezzra said:

Lately and for too may times now sellers on Lazada advertise items for sale they don't have or get the money and never reply or response to messages, so i have wised up now and opt for the COD option that way i don't fret and get annoyed if the above is happening...

COD is the sensible way to shop at Lazada but that paying method will mean there are less articles to select as certain sellers will not allow COD for some reason . Me thinks if they had confidence in their product they would use it so maybe it is a way for the buyer to filter out the dodgy companies . Once you have parted with your money on line and there is a problem with the purchase , trying to get your money back can take weeks if not months plus often many phone calls answered by non coherent so called English speakers .

[86Tiger]

My Mrs. uses Lazada pretty regularly.  But she will only use the cash on delivery vendors and will not hesitate to refuse delivery if item is not as she thinks it should be.

 

Once I tried to get her to purchase item for me from vendor that did not have the cash option.  She says "Tilak, this Thailand. Can not believe shop send if have money first."  She hasn't been taken yet, so I don't argue.

[Ventenio]

once a Thai friend asked them to send the "real picture" of my item.  I didn't know that was a thing, since the original picture wasn't some stock photo.  Then sent a totally different picture.  crazy.  

 

shoppee or whatever and facebook marketplace, had the best luck

 

i remember back in the home country.... "oh, there's a 20 percent re-stocking fee."  of course there is...

[izod10]

On 5/2/2020 at 4:53 PM, Jonathan99 said:

great so I should just open a return case with Lazada then i guess 

Use lazada Facebook to complain