Hi guys

 

I really need some help dealing with Lazadas appalling customer care team whom after 5 months refuse to accept any responsibility for their glaring mistakes even though the facts prove my case.  They will not even respond to my questions.

 

5 months ago I bought an Tefal Air Fryer and a Luxury Massage chair at incredible prices but it turned out the seller was a fraud, sending a small charm in the post with a message that my "real" order would come soon.  It was obviously a scam designed to make me wait until the returns period has ended.  I contacted Lazada and cancelled the orders, receiving my money back (at 12.12 am) which was approx 8,800 baht.  This money was recieved into my wallet.

 

Coincidentally that same morning at 12.30am  I ordered pressure washer from Lazada for 2,346 baht which I paid for it using a QR code from my bank account.  Days later I returned that pressure washer for a refund as it was not powerful enough.  After it was collected by Flash Delivery I was informed that an "early refund was approved" but on checking my account I could not see it.  After talking with customer care I was informed it might take a few more days.  A week later I contacted them again and they told me that the refund had been approved and that I had already received it.  I informed them this was not true and I told them I already had 8800 baht in my account from the 2 previous refunds and the amount had not increased (by 2,346 baht) but they said "according to the computer you have received it and according to their system "a portion of the refund had already been spent".....

 

I then asked them to show me what items I had ordered that they claim I paid for with these refunds and Lazada simply refused to make a statement telling me that I can check my own purchases and wallet refunds.  I informed them that I had indeed already checked and could find no purchases related to the refunds but they kept giving me the same stock reply over and over again "the computer says you have received the refunds and furthermore a portion of the refund have already been spent".  When I queried them again they sent me a printout of my purchases made in May, which clearly showed that I had spent less that 8,500 which was the amount in my wallet I had accounted for.

 

So I took the time to break my account details to them.  I had received 2 refunds (air fryer/chair) and that money in my wallet had been used to pay for the purchases totalling less than 8,500 baht.  So that left a discrepancy of 2,346 baht that could not be accounted for.  I used the screenshots from their system and their own printouts to prove my case and it was irrefutable but still Lazada gave me the same formulaic responses and would close my case time and time again.

 

After 4 months of constant back and forth I finally got a phone call from head office and I tried to explain my case.  I said said that unless Lazada can show me the purchases they say I made with the funds they allege I have then I cannot explain the exact error of their ways.  Dutifully the customer care agent said he would invesitgate and get back to me.  10 days later and still nothing so I reminded them and finally got an informative reply :-

 

"I apologize for the delay in responding.

After reviewing your reply, I am still unclear about why the refund on 13 May 2025 – 12:18:34 (Refund Success, amount 2,285.96, transaction ID: 1007761189516171) is being counted.

Please note that immediately after receiving this refund, a purchase was made on 

13 May 2025 - 12:30:28 (Purchase Success, amount -2,346.79, transaction ID: 1003130626516171), which was subsequently refunded on 20 May 2025 (Refund Success, amount 2,346.79, transaction ID: 1003130626516171"

 

Bingo - Lazada had incorrectly assumed that the refund I received on the 13 May at 12.18 am for 2285 baht (for the air fryer)  had then spent (for the pressure washer) at 13 May 12.30 am for 2346 baht when in actual fact the pressure washer was not paid for by wallet funds, it was paid for by bank QR code.  And when the money was allegedly refunded it should have gone into my wallet.  The wallet amount would not have stayed the same at 8500 baht, it would have  increased trhe amount to 10,736

 

I thought this would be simple enough for Lazada to clarify but 5 months later Lazada have ignored my requests and refuse to escalate the case.  In my last encounter when I spoke to them they were extremely rude and impolite, ignoring my questions in customer chat and then shouting at me in capital letters when I insisted on a reply.  I have never been impolite of rude to them although I have expressed impatience.

 

So my question is, does anyone know I can escalate this case without having to deal with the same impertinent and rude customer care(less) advisors.  My case is irrefutable, the facts are there to see but I feel the loss of face and accountability is too much for them to bear when they can simply refer to what the computer says and then simply ignore my case.  I cannot even click on the "remind agent" button and if I send any messages I am informed the case is closed and to deal only with the "live chat" team - who rudely refuse to escalate the case even when I provide corroborating proof

 

Appreciate those that made it this far and I would really appreciate any help as I am tired of Lazadas dishonest, deceitful and deceptive behaviour

You could try posting about it on their social media accounts. Public visibility sometimes triggers faster resolution. Doing so in Thai might be better.

You could also try filing a complaint if that doesnt work:
https://www.ocpb.go.th/index_en.php
https://complaint.ocpb.go.th/

It sounds like you and Lazada are not a good match...Try Shopee....I would rather take a loss than return stuff because of the hassle....In 6 years of weekly orders I have returned a grand total of one order... 

I recently just dumped Lazada after years shopping with them and switched to Shopee. I wish I'd done it years ago as they're superior in every way. Only 'bad' experience on there is when I ordered a plastic storage box which wasn't as described. They picked it up the next day and the money was refunded to my bank account the day after that.

 

BTW avoid plastic storage boxes on there. All shops selling them are selling inferior products which don't match the pictures 🙃