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

 

Yes consumer protection board  and in future pay by COD when at all possible.

16 minutes ago, johng said:

Yes consumer protection board  and in future pay by COD when at all possible.

Thank you for the advice, I am compiling my case for OCPB.  And in future I will gladly use Shopee who are cheaper with a highly efficient customer care team - kudos to them

Lazada customer service has recently changed, more AI bots and minimal real people. I'm using Shopee more now but no doubt they will be the same sooner or later

7 hours ago, JustAnotherFarang said:

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

Nowadays it's quite straightforward to find the solution to any problem related to a company.

 

You're not happy with the response given by the "customer service team"?

 

Then, identify the executives truly in charge. It's easy thanks to social networks like LinkedIn.

 

Go upper within the hierarchy and contact the Marketing Director, the CEO, or whoever involved in the process. If you're still not satisfied with the response, contact the regional CEO, the global CEO....

 

It happened to me. I had an issue with a sport equipment. I contacted the CS. After 2 weeks, still no answer, I reached the Mktg D & the local CEO. Nothing happened. Therefore, I sent a message to the regional CEO. Less than 2 weeks later, I received a new equipment free of charge.

1 hour ago, Fab5BKK said:

Nowadays it's quite straightforward to find the solution to any problem related to a company.

 

You're not happy with the response given by the "customer service team"?

 

Then, identify the executives truly in charge. It's easy thanks to social networks like LinkedIn.

 

Go upper within the hierarchy and contact the Marketing Director, the CEO, or whoever involved in the process. If you're still not satisfied with the response, contact the regional CEO, the global CEO....

 

It happened to me. I had an issue with a sport equipment. I contacted the CS. After 2 weeks, still no answer, I reached the Mktg D & the local CEO. Nothing happened. Therefore, I sent a message to the regional CEO. Less than 2 weeks later, I received a new equipment free of charge.

Very good post 

I had a problem with Amex .. American express 

They took money from my CC 

All the call centre went to the Philippines this went in for months 

Finally I stood outside AMEX head office on Australia at 5pm knocking on car windows coming out of the staff carpark until I found the CEO 

 

On 10/21/2025 at 3:36 AM, johng said:

Yes consumer protection board  and in future pay by COD when at all possible.

 

My Thai landlord never pays in advance for anything with Lazada. Only COD. 

 

 

COD for me, though no issues with any online vendors ... yet.   Just don't want parcels left at the door, out in the elements.   Although the ones that wife pays for, are dropped over the wall, if not home at time of delivery, as they call whether COD or not.   ThaiPost,  he just stacks them on the wall, never calls, though we hear him arrive, if home.  

 

I think the wife planted bushes on the inside of wall simply to cushion the deliveries.

I have several issues with Lazada, although not receiving timely refunds is not one of them.
1.  Receiving items that were obviously returned items from previous purchases as they lacked plastic wrapping, remote controls, operating instructions, were obviously repaired, or the foam packing was in back-to-front;
2. The store's address is in (for example) Samut Prakan and then, once you've paid for the item, the delivery date quoted blows out by five days because, in fact, the item is coming from China, and then it is extended again so the two day expectation goes out to eleven; and
3. Selling items branded as Samsung, OPPO, or such and then an item arrives which is either not even close to that brand, OR as in the examples, the item received is branded "Sansung" or "0PP0".

But, back to the OP.  I purchased in 2018 or so, through Lazada a 400 piece tool set for, I think, 1200 baht.  I wasn't expecting the best quality but, considering my DIY skills, the tools only needed to be used in an emergency or basic repairs as there are plenty of skilled people around here who I can pay 500 a day. 
Anyway, after delays in packing, then shipping, then at the departing country's export warehouse, then arrival into Thailand, and the "sortation centre" before it finally got to Flash or Kerry or whomever, it was weeks.  When the item finally turned up, the package was obviously a baseball cap.  I didn't open the package.  And when I went to request a refund, and review the item, the store didn't exist.

On 10/21/2025 at 2:54 PM, JustAnotherFarang said:

Thank you for the advice, I am compiling my case for OCPB.  And in future I will gladly use Shopee who are cheaper with a highly efficient customer care team - kudos to them

I have tried many times in the past two years to get into Shopee as I find Lazada's sellers very dishonest, and they just make it so difficult I have given up trying. Highly efficient care team????

I pretty much stopped using them due to the same problems I’ve had with them I now use TEMU and I noticed with them they take care of your problems almost instantly with no problem with that other company that my problems I found was it would take forever for them to finally say oh yeah we see you’re right but what can we do about it now or they would just keep sending the same type of form response so I just pretty much 99% of my stuff I don’t order for them anymore TIT

use a credit card so you can dispute a charge...

On 10/22/2025 at 10:00 AM, KhunLA said:

COD for me, though no issues with any online vendors ... yet.   Just don't want parcels left at the door, out in the elements.   Although the ones that wife pays for, are dropped over the wall, if not home at time of delivery, as they call whether COD or not.   ThaiPost,  he just stacks them on the wall, never calls, though we hear him arrive, if home.  

 

I think the wife planted bushes on the inside of wall simply to cushion the deliveries.

Don't you get a 'phone call prior to delivery?

 

20 minutes ago, Muhendis said:

Don't you get a 'phone call prior to delivery?

 

 

I always use COD, but in the few cases it wasn't available, I didn't receive a call and the parcel was just left outside my gate while I wasn't home.

I never had a problem with Lazada. In fact they dealt with the seller who sold me a fake Jabra headset (admittedly, I got Jabra to confirm it was fake in writing), as well as cancelled my order automatically when seller was considered fraudster... if it's too good to be true, right?

Only time their protection worked against me was when seller used own delivery, and item was received but somehow Lazada wasn't informed and cancelled the order, and refunded it. As seller was great otherwise (communication, product was also excellent) I then made transfer to seller directly while waiting for refund, which happened a couple of days later.

 

Then again - I don't continuously cancel orders, nor do I return things, although sometimes I do have a buyer's remorse on impulse buy. I've also gotten misled by their "recommendations" for the same product I was looking at, but at a lower price or faster delivery, just not reading carefully that it had several items under same listing, so I ended up buying a lower model, unaware until after opening the box. Then again, I own up to my mistakes.

On 10/21/2025 at 1:57 PM, JustAnotherFarang said:

I really need some help dealing with Lazadas appalling customer care team

I never deal with Lazada customer care. 

 

I purchase items on my credit card, if my purchase doesn't arrive or wrong item arrives (I received the wrong refrigerator once) I just pop into my kasikorn branch, customer service help me filling out the form, I discuss issue with Bangkok, then go home. 

 

Money has been returned in only a few weeks time. 

 

BTW, after receiving my money for wrong refrigerator delivered, the vendor did not pick up the fridge they sent. It's now out the back of the house, used as a beer fridge 🍺

24 minutes ago, Muhendis said:

Don't you get a 'phone call prior to delivery?

 

Yes, and drivers are trusting, if not home, will drop over the wall, in proper spot, and wife will pay via online, sometimes immediately, sometimes not, but within the hour.  So they don't need to wait at house for payment to clear, as sometimes we aren't at same location. 

 

They send me or her the barcode to pay.  She pays, as I don't do scan paying.  She has one account with small balance for online, scan, QR paying.

Used COD with Lazada here in the Philippines for years. Never ever received a phone call!

You just request a return based on the wrong item sent as soon as you get it.  The vendor has 3 days to respond.  If they don't Lazada automatically processes the return.  The refund is processed once they recieve your return.

 

Make sure to take photos when you get the item and a screenshot of their conversation would be good too.

On 10/21/2025 at 2:57 PM, JustAnotherFarang said:

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,

 

Rookie error.

 

If the price is too good to be true, it probably isn't.

 

The OP has my condolences for having to deal with Lazada customer service, because it is often frustrating.  That's why it's best to avoid the situation up front.  I used Lazada for literally hundreds of purchases, with 100% satisfaction.  But I diligently avoided ordering stuff at prices that were too good to be true.  Like 500gb SD cards for 100 baht and high end phones for 3,000 baht.

 

Buying online can be a good or bad thing just for those reasons. Good deals are hard to pass up, if you're receiving the exact items you're paying for. I haven't had much trouble from Lazada , instead from a couple delivery services working for them, when they said an item was delivered when it wasn't. It did get straightened out eventually.

 

It's always the best idea to buy things in person, and getting the warranty in writing, although that means some things will need a truck to pick up.

 

Getting things COD is better than with a credit card, although the latter is easier. This way, you can look at what you've purchased and return it there and then. Shopee is pretty much the same as Lazada, as you don't really know what you're getting until it arrives, as you're dealing with many different sellers outside of those two that sell on those platforms.

 

I've heard a few times where people received items that weren't the real deal, and had to go through the trouble of trying to return and get a refund. Talking to Lazada isn't too hard, as they have English speaking operators, and they'll usually fix the problem. Shopee hasn't been easy to communicate with, although I never buy expensive things online from anyone for the reasons you described. 

19 minutes ago, KhunLA said:

Yes, and drivers are trusting, if not home, will drop over the wall, in proper spot, and wife will pay via online, sometimes immediately, sometimes not, but within the hour.  So they don't need to wait at house for payment to clear, as sometimes we aren't at same location. 

 

They send me or her the barcode to pay.  She pays, as I don't do scan paying.  She has one account with small balance for online, scan, QR paying.

Sounds good.

I, like you, am also not a scan payer but my wife is so I simply transfer funds to her bank so she can do the QR code payment.

When we are not at home, our local village store does the honours.

I will only do COD.

So much anxiety caused to so many people and so many hours of their lives wasted while lining the pockets of the few. 

26 minutes ago, impulse said:

Rookie error.

 

If the price is too good to be true, it probably isn't.

 

concur 100%

On 10/22/2025 at 6:15 AM, save the frogs said:

 

My Thai landlord never pays in advance for anything with Lazada. Only COD. 

 

 

COD. Makes little difference because the couriers won't wait around while you open and check the box. Got a box containing wet wipes instead of what was ordered.

I have found Temu are better. I sent a photo and they just credited my account. With the binoculars l bought the lens was knocked out and the account credited, no return necessary. I managed to get them apart and push it back in. 

Sounds like you cancel and return many things, and are expecting quality products for peanuts. You are on the wrong site. Best go directly to the store for any big purchases. I use my QR code without any problems. I know it’s also an age thing because I have to order some things for my partner. To afraid of getting their info taken and at that age I can see why, but I get notifications from the bank on every purchase and they called me once to ask if I used it on Facebook, which I did not, so they cancelled it. To each their own, but if you are concerned about the quality and looking to spend a bit, go to a reputable local store. Lazada is great for many things but you still need to do some research. I have sent back probably 3-4 things over the past few years. Probably could have sent more back, but if it’s cheap and pretty much my fault, I just give it away or in the bin it goes. Definitely not worth the headache. 

I've used Lazada for online purchases and delivery here in Thailand for around 20 years, and I've NEVER has any problem with them. I've even returned a few items to them with no problem and a complete refund. 

11 hours ago, jcmj said:

Sounds like you cancel and return many things, and are expecting quality products for peanuts. You are on the wrong site. Best go directly to the store for any big purchases. I use my QR code without any problems. I know it’s also an age thing because I have to order some things for my partner. To afraid of getting their info taken and at that age I can see why, but I get notifications from the bank on every purchase and they called me once to ask if I used it on Facebook, which I did not, so they cancelled it. To each their own, but if you are concerned about the quality and looking to spend a bit, go to a reputable local store. Lazada is great for many things but you still need to do some research. I have sent back probably 3-4 things over the past few years. Probably could have sent more back, but if it’s cheap and pretty much my fault, I just give it away or in the bin it goes. Definitely not worth the headache. 

 

Even Amazon might give you a hard time if you return too many items.

But some people abuse the returns. I actually met a woman who bought a bunch of stuff for a wedding and was planning to return it all back after the wedding. 

 

I bought a fridge. I just went to Big C. I'm guessing there are cheaper models on Lazada, but why take the risk with a purchase like that? 

 

When paying COD, refunds are more complicated because they go to a Lazada account. I pay with CC and get refunds on the CC.