Scammed on Lazada. No refund.

[LALes]

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.

[scubascuba3]

What was the seller rating like? product rating? how many followers and products?

[BritManToo]

You need to view the Lazada delivery tracking pages.

Pay COD using bank transfer at the gate.

 

Not really Lazada's problem if you didn't.

Police report is the way forward, online fraud is very serious.

The police can easily track the money trail back to the fraudster.

Best will know the Thai ID and the bank account details of the fraudster.

[hotandsticky]

I never had any issues on the one occasion that I requested a refund from Lazada.

[Lacessit]

4 minutes ago, BritManToo said:

You need to view the Lazada delivery tracking pages.

Pay COD using bank transfer at the gate.

 

Not really Lazada's problem if you didn't.

Police report is the way forward, online fraud is very serious.

The police can easily track the money trail back to the fraudster.

It depends on where the seller is located.

I always look at that,  if they are outside Thailand I go no further.

[ThailandRyan]

7 minutes ago, BritManToo said:

You need to view the Lazada delivery tracking pages.

Pay COD using bank transfer at the gate.

 

Not really Lazada's problem if you didn't.

Police report is the way forward, online fraud is very serious.

The police can easily track the money trail back to the fraudster.

Best will know the Thai ID and the bank account details of the fraudster.

If in Thailand.  A friend ordered and it was a China individual with no ties to Thailand except through Lazada.  I tend to use Shopee............never had an issue with any items ordered, but then I look at the sellers ratings and read the reviews some of course are fake reviews but then you can see through the shysters. 

[LALes]

Seller was listed as being in Udon Thani.  Too new for a rating.

3rd party courier is Lazada's excuse.  Not their problem, they say.

They are conveniently forgetting that the only way the 3rd party

got my order info was from one of their sellers.

 

[dddave]

Users on this forum frequently recommend COD for online purchases but this is a good example of why it can lead to larger problems. 

Generally, you are not allowed to open a parcel and inspect the goods before payment.  Once you have paid on COD,  that constitutes acceptance of goods and is difficult to contest.  With COD, you actually have less recourse than with pre-payment.

 

I have never had an issue with Lazada refunding on substandard merchandise as long as I had paid through their system. 

I also tried buying one of those B1000 super phone deals on Lazada just to see what the deal was and I got exactly what the OP got, a 4 1/2 inch phone from 10 years ago.  The seller did not want to approve the return but Lazada overuled the seller and I got my money back. 

 

[Chris.B]

"The seller gave my information to a friend "

 

What information and why? ????

 

[Liverpool Lou]

There's something not right about this OP. 

 

Based on my experience of a number of refund requests (all successful), problems with purchases on Lazada and requests to return for a refund are always dealt with without any issue.  What reason would there be for Lazada to act the way the OP claims if his refund request is legitimate or he's not providing the full story?  It does not make any sense.

[BritManToo]

2 minutes ago, Liverpool Lou said:

There's something not right about this OP. 

 

Based on my experience of a number of refund requests (all successful), problems with purchases on Lazada and requests to return for a refund are always dealt with without any issue.  What reason would there be for Lazada to act the way the OP claims if his refund request is legitimate or he's not providing the full story?  It does not make any sense.

You didn't read the OP carefully.

This item wasn't purchased through Lazada, seller cancelled the order then shipped outside the Lazada system. Which is something Lazada always warn about.

[Celsius]

Always pay with a credit card. 

 

I always received a refund from Lazada, but frankly I never claimed one with a big ticket item.

 

Sellers usually drop off the parcel at Lazada authorized pick up centers and there is no way you should not be able to track this or request a return from Lazada platform. Why didn't you just request a return? There is no need to chat with anyone, just upload the pics, select the reason for return and send the item back free of charge to the owner. 

 

I also sold a few items on Lazada and am very familiar with their return process. In all honesty it is actually better than Amazon.

 

 

 

[LALes]

The seller did not cancel the order.  Lazada cancelled the order after their investigation.  Their conclusion that

the seller violated Lazada's standards is correct.  Yet, they refuse to take responsibility.

[Liverpool Lou]

9 minutes ago, LALes said:

3rd party courier is Lazada's excuse.  Not their problem, they say.

So you did not get the usual order confirmation from Lazada as soon as you submitted the order?

[Liverpool Lou]

3 minutes ago, BritManToo said:

You didn't read the OP carefully.

This item wasn't purchased through Lazada, seller cancelled the order then shipped outside the Lazada system. Which is something Lazada always warn about.

So it seems, he didn't make it exactly crystal clear, though, in my defence!

[Celsius]

2 minutes ago, BritManToo said:

You didn't read the OP carefully.

This item wasn't purchased through Lazada, seller cancelled the order then shipped outside the Lazada system. Which is something Lazada always warn about.

Yes, confusing post.

 

Not Lazada problem at all.

[LALes]

7 minutes ago, BritManToo said:

You didn't read the OP carefully.

This item wasn't purchased through Lazada, seller cancelled the order then shipped outside the Lazada system. Which is something Lazada always warn about.

The item was "purchased" through Lazada's website.  I agreed to COD with Lazada seller.  He never sent it.  Whoever did, got my info from Lazada.

[Liverpool Lou]

7 minutes ago, LALes said:

The seller did not cancel the order.  Lazada cancelled the order after their investigation.  Their conclusion that

the seller violated Lazada's standards is correct.  Yet, they refuse to take responsibility.

"Lazada cancelled the order..."

Perhaps you should have mentioned that in the OP in the first place to save confusion.

[owl sees all]

Only once in over 80 purchases have I been disappointed. That time I thought I was getting a fishing reel and got fish hooks instead.

 

Always look at the ratings. I always pay COD.

 

Just ordered a 128gig flash drive.

[LALes]

You didn't read the OP correctly.

[Crossy]

Some bickering posts have been removed.

 

@LALes was this a "delivered by seller" item perchance?

 

 

[Liverpool Lou]

3 minutes ago, LALes said:

The item was "purchased" through Lazada's website. 

The inverted commas around "purchased" indicate that it wasn't purchased in the usual meaning of the word.  Could you clarify what actually specifically happened with this order that you are claiming Lazada scammed you on?   Based on the confusion, my bet is that Lazada did not scam you, at all.

[LALes]

1 minute ago, Crossy said:

Some bickering posts have been removed.

 

@LALes was this a "delivered by seller" item perchance?

 

 

It was a 3rd party courier.  Best Inc.

[userabcd]

Why so complicated and such a long time. Your only point of contact is with Lazada.

 

If the item you received was not what was ordered or displayed on the web page then you open the lazada website, fill in the request for refund with photos and explanation, they approve, you print out the return label and deliver to cornier to return to Lazada.

 

No email is required, everything done on the Lazada website though your account. Lazada refund into your wallet.

 

Usually action taken immediately after the package was opened and refund by Lazada in a few days.

[Liverpool Lou]

7 minutes ago, LALes said:

You didn't read the OP correctly.

I don't know who you're addressing that to but I sure did read it correctly.   

Could it be that you didn't compose the OP correctly and that you expected others to be able to guess what you actually meant to post?

 

Since your OP you added on that (a) Lazada cancelled your order and (b) now mentioned that it was a 3rd party order. 

Anything else you should have disclosed originally?

[Crossy]

3 minutes ago, LALes said:

It was a 3rd party courier.  Best Inc.

 

Yes, I realise that, what I was referring to was this on the item sale page.

 

 

[Crossy]

@LALes It might be beneficial if you list out exactly what happened as bullet points There's a lot of information in the OP and later posts which seems to be causing confusion.

 

It does seem that you ended up outside the Lazada system at which point their protection ends ???? 

 

And everyone, please stop the bickering of the thread will get closed.

 

[LALes]

10 minutes ago, Crossy said:

@LALes It might be beneficial if you list out exactly what happened as bullet points There's a lot of information in the OP and later posts which seems to be causing confusion.

 

It does seem that you ended up outside the Lazada system at which point their protection ends ???? 

 

And everyone, please stop the bickering of the thread will get closed.

 

Lazada is denying my refund because it was not their delivery.  I say they are responsible for my order information being leaked to a 3rd party.  Lazada admits that their seller violated their policy.

[Dmaxdan]

Lazada has a very efficient return/refund procedure on their website which includes an option for fake or incorrect merchandise. Once you trigger this and the seller doesn't respond within 7 days then Lazada themselves will deal with the problem. 

Forget contacting the seller or calling Lazada, just use the system in place. You can even have a courier come to you home who will print a label and return the package free of charge,

[OneMoreFarang]

What do you expect from Lazada?

Should they look in every package which will be delivered?

Lazada is a service for bringing buyers together with sellers. And they handle the payment.

Box is sent, box is received. That is about as far as what Lazada can initially do.

If there was any fraud going on then go to the police - as you did.

 

And before any of this: Look at the seller. Does he have a good rating? Does he have a rating at all? How many people bought that item already? Any good or bad reviews?

And last but not least: Is the price too good to be true? If you want to buy a phone which cost normally i.e. 10k then don't expect to buy to for 8k.

 

Until now I bought likely more than 100 things on Lazada, probably more. I think I only got one time delivery of a wrong item, and that issue was solved quickly.

IMHO Lazada does in general a good job.