Lazada send defective Item

[BalKayan]

I buy Thermo Pot from Lazada. The Item come defective. I request for return and refund. I attached the photo. The water keep come out even not press the dispens button. Lazada reject the refund by sending a video from seller where seller show another same item by press dispens button and water flow on press of button. 
My point is I buy from Lazada and not from the seller. 
I already buy another Thermo Pot from Homepro.
Now Lazada and seller send the Item to me. 
I feel like my money is grab by Lazada.

[Thailand]

You bought from the seller who uses Lazada as a platform to sell their goods.

[kingstonkid]

You do not buy anything from LAZADA.  You buy from an individual that is selling something.  LAZADA is only the website and the company facilitating  the sale.

 

With anything that you buy from Lazada you have the right to return it immediately if it does not work when you receive it.

 

You also have the right to refuse to accept it when it is delivered to you.

BUT there is a time limit to returning.

[Eff1n2ret]

The return process is very simple and doesn't cost you anything. What you paid for the goods is credited back to you within a couple of weeks at the most. 

[richard_smith237]

Something strange in the explanation: 

 

You can send the item back (within 7 days of delivery) and claim item is defective. 

Thats it. Post a photo (no need for a video) .

You can select for a courier to collet the item, all you have to do is repackage and print the return label. 

 

And... regardless of what the others are saying, you are purchasing ‘through’ lazada and they are usually supportive of their customers.

 

I returned about 6 items last month. One of them ‘counterfeit’ and the seller (in china) objected but had no grounds and had to issue the refund. 

 

Try for the refund again, claim defective item - it should be simple. 

 

 

[EricTh]

That's the problem with buying online. You never know when it would be defective or whether it's what you want.

 

It's better to buy from physical shops if you can find the same item.

 

 

[BalKayan]

2 hours ago, kingstonkid said:

You do not buy anything from LAZADA.  You buy from an individual that is selling something.  LAZADA is only the website and the company facilitating  the sale.

 

With anything that you buy from Lazada you have the right to return it immediately if it does not work when you receive it.

 

You also have the right to refuse to accept it when it is delivered to you.

BUT there is a time limit to returning.

I returned the product same very day. Now Lazada send the same product after repair by the seller, is on way to me. My money is with Lazada. feel help less. really disgusting. seller post video after repair the product and say its working well. Lazada support the seller.

[BalKayan]

2 hours ago, Eff1n2ret said:

The return process is very simple and doesn't cost you anything. What you paid for the goods is credited back to you within a couple of weeks at the most. 

Lazada after get back the product, send msg. " seller reject the refund" . seller send the product after repair. I want refund. Lazada only listen to their seller party. Its not at all easy at Lazada. 

[richard_smith237]

1 hour ago, BalKayan said:

Lazada after get back the product, send msg. " seller reject the refund" . seller send the product after repair. I want refund. Lazada only listen to their seller party. Its not at all easy at Lazada. 

Have you gone to live chat with lazada ? - try that.

 

Its odd that they are rejecting a refund because the seller objects (IF you are within your 7 day period since delivery where you can reject for any reason). 

 

 

 

[Moonlover]

1 hour ago, BalKayan said:

I returned the product same very day. Now Lazada send the same product after repair by the seller, is on way to me. My money is with Lazada. feel help less. really disgusting. seller post video after repair the product and say its working well. Lazada support the seller.

I see nothing wrong with the action of the seller or Lazada. You returned a defective item and the seller is now sending you a replacement item, having first demonstrated that it works. That's what warranties are for.

[richard_smith237]

27 minutes ago, Moonlover said:

2 hours ago, BalKayan said:

I returned the product same very day. Now Lazada send the same product after repair by the seller, is on way to me. My money is with Lazada. feel help less. really disgusting. seller post video after repair the product and say its working well. Lazada support the seller.

I see nothing wrong with the action of the seller or Lazada. You returned a defective item and the seller is now sending you a replacement item, having first demonstrated that it works. That's what warranties are for.

Ah... I get it it now. 

 

Op purchased and received an item through lazada. It didn’t work. He returned it because it was faulty. 

He then purchased another from HomePro.

Lazada Seller refused the refund, fixed the item and returned it. 

Op now doesn’t want the ‘repaired item’ because he already purchased another. 

 

Question OP: How long has it been since the initial delivery ? (more than 7 days(

What was your initial reason for returning ? faulty item ? or did you chose another reason ?

 

 

[impulse]

29 minutes ago, richard_smith237 said:

Ah... I get it it now. 

 

Op purchased and received an item through lazada. It didn’t work. He returned it because it was faulty. 

He then purchased another from HomePro.

Lazada Seller refused the refund, fixed the item and returned it. 

Op now doesn’t want the ‘repaired item’ because he already purchased another. 

 

Question OP: How long has it been since the initial delivery ? (more than 7 days(

What was your initial reason for returning ? faulty item ? or did you chose another reason ?

I'm not supporting Lazada's vendor on this because I don't have enough info.  But it's a good cautionary tale... 

 

If possible, get one transaction done and dusted before you go out and buy a replacement.  Of course, sometimes you need the goodies right now, but if you can hold off...

 

Edit:

 

In a similar vein, I have a niece who will buy 3 or 4 different models, with the intention of returning all but the one she likes the best after inspecting them.  But that's Amazon.  So far, she hasn't had any issues, but she's loaded anyway so if Amazon ever decides to deny a refund based on her history it won't hurt her at all.
 

Does anyone have any experience where they returned something bought through Lazada just because you changed your mind?

Edited March 23, 2022 by impulse

[RayOday]

I am sorry to hear of your issues with Lazada BUT I am not surprised. I am a self proclaimed official brand terrorist against Lazada. I have taken my losses, deleted the app, don't visit the website and I feel happier, healthier, financially better off from the perspective of value, and appreciate regaining my dignity. Lazada is the worst Omnichannel provider in Asia. They are similar to Agoda in that they support fraudulent sellers, perform inadequate vendor compliance, hide from responsibility as just IT platform providers, and they excel at abysmal to no customer service. Their sole intent in driving profits is to drive traffic. Vendor compliance and customer service is too costly. Just as long as they can drive sales traffic and their  financials haven't slowed then why add cost. The executives are paid well. At some point the sheeple will run up the platforms customer churn #s and they will set a retention metric yet it won't encompass the breadth of client dissatisfaction. You want to see some BS? Search for a product, any product, then filter for domestic Thailand as the ship from location. You will find that >70% of the items will be a preorder and delivered in >10 days. Why? Because the fake sellers only group requests and order from China and then take a cut. Why not just use AliExpress or some other Chinese cross border Omnichannel provider? Lazada is owned by Alibaba yet operates significantly worse than their China counterparts. Omnichannel in China can approach order to fulfillment in 2-4 hours to over 150 cities and you can choose to pick up in store, locker, alt delivery, or delivery at home or office. Distributed order management systems find the nearest inventory and ships at the lowest cost and per client preferred delivery location. They also have robust vendor management and product integrity programs. Everyone is aware of China's reputational burden of fakes. Well Alibaba, JD.com and others took this on years ago and fake items are a much lower percentage of issues compared to the past. Lazada is China online shopping 10 years ago. Lazada has the means and ability to operate well. They choose not to. We in SEA are still developing. Leave Lazada and at some point they may wake up. Defections occur 1 at a time. Defections do add up and over time and they can make a difference. It cost more to regain clients that are lost than it would to satisfy their shopping experience. They don't see that as long as their algos keep driving site visits and dwell time. You want to read how disconnected platform executive management looks at their business? Read the March 2022 MIT Sloan Management Review. There is a self agrandizing article by Omri Morgenstern COO of Agoda. The topic is finding the right metrics. Customer care is an afterthought. They do not value the point of human contact. Lazada doesn't operate in the Americas but Agoda does. Agoda's Better Business Bureau rating is 1.03 out of 5.0. Customer satisfaction is not a priority. I compare Agoda to Lazada as they operate very similarly except the backend warehousing, logistics, transport, and last kilometer delivery. They both don't care. Write off your hot water thermos, delete Lazada, take a walk on Rama 4 in Klongtoey/Phrakhanong and find one in a wholesale restaurant supply shop. Competitive pricing, see the item you are buying, and live happier. Fuqq Lazada.

[sandyf]

15 hours ago, kingstonkid said:

With anything that you buy from Lazada you have the right to return it immediately if it does not work when you receive it.

That is not true. You must request a return and Lazada will check with the supplier before they authorise the return. The seller has so long, a week if I remember right, to respond to the request from Lazada. If they do not respond in that timeframe Lazada will then automatically issue a credit and you keep the goods.

Been there and got the T shirt.

[Moonlover]

36 minutes ago, sandyf said:

16 hours ago, kingstonkid said:

With anything that you buy from Lazada you have the right to return it immediately if it does not work when you receive it.

 

36 minutes ago, sandyf said:

That is not true. You must request a return and Lazada will check with the supplier before they authorise the return. The seller has so long, a week if I remember right, to respond to the request from Lazada. If they do not respond in that timeframe Lazada will then automatically issue a credit and you keep the goods.

Been there and got the T shirt.

I have returned several items to Lazada for a variety of reasons. In every case the return has been authorized immediately. The seller does of course have the right to inspect the returned item before authorizing a refund or replacement as the case may be.

 

In this regard I have always been satisfied with the outcome.

[Moonlover]

51 minutes ago, RayOday said:

I am sorry to hear of your issues with Lazada BUT I am not surprised. I am a self proclaimed official brand terrorist against Lazada. I have taken my losses, deleted the app, don't visit the website and I feel happier, healthier, financially better off from the perspective of value, and appreciate regaining my dignity. Lazada is the worst Omnichannel provider in Asia. They are similar to Agoda in that they support fraudulent sellers, perform inadequate vendor compliance, hide from responsibility as just IT platform providers, and they excel at abysmal to no customer service. Their sole intent in driving profits is to drive traffic. Vendor compliance and customer service is too costly. Just as long as they can drive sales traffic and their  financials haven't slowed then why add cost. The executives are paid well. At some point the sheeple will run up the platforms customer churn #s and they will set a retention metric yet it won't encompass the breadth of client dissatisfaction. You want to see some BS? Search for a product, any product, then filter for domestic Thailand as the ship from location. You will find that >70% of the items will be a preorder and delivered in >10 days. Why? Because the fake sellers only group requests and order from China and then take a cut. Why not just use AliExpress or some other Chinese cross border Omnichannel provider? Lazada is owned by Alibaba yet operates significantly worse than their China counterparts. Omnichannel in China can approach order to fulfillment in 2-4 hours to over 150 cities and you can choose to pick up in store, locker, alt delivery, or delivery at home or office. Distributed order management systems find the nearest inventory and ships at the lowest cost and per client preferred delivery location. They also have robust vendor management and product integrity programs. Everyone is aware of China's reputational burden of fakes. Well Alibaba, JD.com and others took this on years ago and fake items are a much lower percentage of issues compared to the past. Lazada is China online shopping 10 years ago. Lazada has the means and ability to operate well. They choose not to. We in SEA are still developing. Leave Lazada and at some point they may wake up. Defections occur 1 at a time. Defections do add up and over time and they can make a difference. It cost more to regain clients that are lost than it would to satisfy their shopping experience. They don't see that as long as their algos keep driving site visits and dwell time. You want to read how disconnected platform executive management looks at their business? Read the March 2022 MIT Sloan Management Review. There is a self agrandizing article by Omri Morgenstern COO of Agoda. The topic is finding the right metrics. Customer care is an afterthought. They do not value the point of human contact. Lazada doesn't operate in the Americas but Agoda does. Agoda's Better Business Bureau rating is 1.03 out of 5.0. Customer satisfaction is not a priority. I compare Agoda to Lazada as they operate very similarly except the backend warehousing, logistics, transport, and last kilometer delivery. They both don't care. Write off your hot water thermos, delete Lazada, take a walk on Rama 4 in Klongtoey/Phrakhanong and find one in a wholesale restaurant supply shop. Competitive pricing, see the item you are buying, and live happier. Fuqq Lazada.

I wonder if anyone has actually read this diatribe. Personally I didn't get beyond the second line.

[RayOday]

5 hours ago, Moonlover said:

I wonder if anyone has actually read this diatribe. Personally I didn't get beyond the second line.

Best of luck with your choices. 

[sandyf]

5 hours ago, Moonlover said:

 

I have returned several items to Lazada for a variety of reasons. In every case the return has been authorized immediately. The seller does of course have the right to inspect the returned item before authorizing a refund or replacement as the case may be.

 

In this regard I have always been satisfied with the outcome.

I would agree, in the majority of cases returns have been dealt with immediately. It is possible reputable sellers have allowed Lazada to proceed without reference, particularly within a certain price range. I have also had goods go back for checking before the refund has been authorised.

In the case where the seller did not respond I think the item was counterfeit and the seller may have sold a batch and done a runner.

[BalKayan]

On 3/24/2022 at 9:33 AM, RayOday said:

LAZADA send the repaired product. I did chat with customer care. they keep support the seller and keep say they will contact me in 2-3 days time.
The total time from first delivery to second time delivery is only 7 days now. 
Lazada is concern with only seller. Lazada dont at all care for the customer.
I get the lesson that - buy from Lazada means you throw the money in drain. feel sorry to use dirty words.

 

[BalKayan]

On 3/24/2022 at 10:24 AM, Moonlover said:

 

I have returned several items to Lazada for a variety of reasons. In every case the return has been authorized immediately. The seller does of course have the right to inspect the returned item before authorizing a refund or replacement as the case may be.

 

In this regard I have always been satisfied with the outcome.

Haha...... they send the repaired product and it is delivered to the reception counter at my condo building without the knowledge of me. 
Chat with customer care say the product is working after the seller repair this. so no refund and no return.
You are lucky , you will get shock one day for sure.

[Calvin1976]

Only shopped and bought from Lazada past 2 years, maybe few hundred orders accumulated.

Ever received an empty envelop for a pair of sneaker which already paid, just refund it without any problem.

 

 

[userabcd]

Such electrical items it is mostly better to buy them in the stores. They are easily available everywhere.

 

And if buy online use only the reputable big brand stores and the items should have positive reviews.

Edited March 25, 2022 by userabcd

[BalKayan]

On 3/23/2022 at 11:30 PM, richard_smith237 said:

Ah... I get it it now. 

 

Op purchased and received an item through lazada. It didn’t work. He returned it because it was faulty. 

He then purchased another from HomePro.

Lazada Seller refused the refund, fixed the item and returned it. 

Op now doesn’t want the ‘repaired item’ because he already purchased another. 

 

Question OP: How long has it been since the initial delivery ? (more than 7 days(

What was your initial reason for returning ? faulty item ? or did you chose another reason ?

 

 

The total days from first delivery and return is only 7 days now. Lazada send the product after repair the same and this delivered yesterday. ????
I wonder , how Lazada can force for you to accept a defective product after Lazada get the money. 

[userabcd]

21 minutes ago, BalKayan said:

The total days from first delivery and return is only 7 days now. Lazada send the product after repair the same and this delivered yesterday. ????
I wonder , how Lazada can force for you to accept a defective product after Lazada get the money. 

During the return process you contact Lazada and fill in their online form.

 

They then contact the seller and then Lazada replies what you must do with the package for return/repair/refund.

 

What did Lazada say about repair or refund in the online communication?

Edited March 25, 2022 by userabcd