Lazada Buying Experience:

[TallGuyJohninBKK]

Ya, but it's not Germans who are handling, processing and delivering your orders.... or not doing so, as the case may be.

[keemapoot]

Ya, but it's not Germans who are handling, processing and delivering your orders.... or not doing so, as the case may be.

Not sure if you have tried e-commerce sites other than Lazada, but in my experience Lazada is the best in Thailand, and yes, it has German pedigree and management methods. It is nothing like Thai-originated e-commerce sites.

[IMHO]

Ya, but it's not Germans who are handling, processing and delivering your orders.... or not doing so, as the case may be.

Do you really think they have gone from zero to market dominance in just 18 months, virtually wiping out long standing competitors like We Love Shopping, LNW, Ratuken etc without very well tested and rehearsed procedures and policies, and a lackadaisical monitoring and policing on how those are implemented?

If so, I'd like to hear your thoughts on why they have succeeded

[TallGuyJohninBKK]

Not sure if you have tried e-commerce sites other than Lazada, but in my experience Lazada is the best in Thailand, and yes, it has German pedigree and management methods. It is nothing like Thai-originated e-commerce sites.

On being the best in Thailand in terms of e-commerce, is that supposed to mean something even remotely positive?

On being nothing like Thai-originated e-commerce sites, actually, if you read the majority of the comments above by those using the service, it seems to be quite a lot like Thai-originated sites in terms of customer service and being not quite straight with its customers.

I haven't bought from them. But I'm reading a lot of not-so-good comments here from people who have.

And actually, in terms of Thai e-commerce, comparing what Lazada customers report here in this thread, I'd say that Tesco Online is FAR more customer friendly and efficient -- albeit in delivering a smaller but still significant range of products.

What do I mean by that:

If you have a delivery appointment, they show up within the scheduled time almost all the time, and if they're going to be late, they call ahead.

You have your choice of pay online in advance, pay cash on delivery or pay by bank card on delivery on everything they sell.

If they're out of stock of something, they'll deliver a similar/alternative item that you can accept or reject.

If anything is not satisfactory for any reason, they'll take it back and subtract any charge immediately. You also have the option to return an item to their stores within a certain number of days. No questions asked.

When you call them, they answer the phone promptly, and usually can resolve any issue within the same call.

One thing I will say about the general poor tone of many of the comments above. With a lot of the posters, they're not always clear whether the actual seller is Lazada itself, or various 3rd party vendors, which may also account for some of the problems being posted here. But either way, it's still a purchase being done thru the Lazada platform.

Edited December 21, 2014 by TallGuyJohninBKK

[keemapoot]

Not sure if you have tried e-commerce sites other than Lazada, but in my experience Lazada is the best in Thailand, and yes, it has German pedigree and management methods. It is nothing like Thai-originated e-commerce sites.

On being the best in Thailand, is that supposed to mean something even remotely positive?

On being nothing like Thai-originated e-commerce sites, actually, if you read the majority of the comments above by those using the service, it seems to be quite a lot like Thai-originated sites in terms of customer service and being not quite straight with its customers.

I haven't bought from them. But I'm reading a lot of not-so-good comments here from people who have.

They were over-subscribed in their recent huge $250 million dollar funding round and investors are A list PE and venture firms. They are not in the habit of throwing money at sh!tty companies. To raise the kind of money they have in today's private equity environment you have to be the best, and they are. There are market-specific constraints, and investors understand that. Thailand and Vietnam will take some time to get up to standard, but Lazada is still better at it than anyone else in Thailand right now. And, they have a first-mover advantage over Amazon in these markets that will lead them to move quickly up the learning curve.

[IMHO]

And, they have a first-mover advantage over Amazon in these markets that will lead them to move quickly up the learning curve.

Uh huh. I can still recall the predictions of outright dominance Ebay TH was going to bring to the TH market. Game over they all said. What a spectacular fail that was.

Lazada have amassed enough insight and support since their TH launch, that they have created a real barrier to entry for the likes of Amazon. Which means Amazon would more than likely just acquire them if/when they want this market - which is exactly what the Rocket guys want too I expect.

[keemapoot]

And, they have a first-mover advantage over Amazon in these markets that will lead them to move quickly up the learning curve.

Uh huh. I can still recall the predictions of outright dominance Ebay TH was going to bring to the TH market. Game over they all said. What a spectacular fail that was.

Lazada have amassed enough insight and support since their TH launch, that they have created a real barrier to entry for the likes of Amazon. Which means Amazon would more than likely just acquire them if/when they want this market - which is exactly what the Rocket guys want too I expect.

Yup. Good comment. Especially in Vietnam, e-commerce is even more complicated and convoluted than Thailand. I fully expect Amazon to just buy Lazada for SE Asia, it makes perfect sense. That is probably the play the that Summit Partners and the rest of the investors are planning on rather than an IPO. SE Asia is a tough place for global players to conquer from scratch, and having a scrappy start-up do the trench fighting is always the way to go.

[Cheesekraft]

never heard of Lazada before, checked them out and the have the Microsoft Surface Pro 3 for cheap! (only ~10% more than newegg) I almost bought it; then I see it has "no warranty". Whats the deal with this?

[thedemon]

never heard of Lazada before, checked them out and the have the Microsoft Surface Pro 3 for cheap! (only ~10% more than newegg) I almost bought it; then I see it has "no warranty". Whats the deal with this?

Surface Pro's have a worldwide warranty from Microsoft for one year which is tied to the device irrespective of where it was purchased, even second hand and is transferable. The only exceptions are when the device is sold in a market that has additional consumer protection laws in which case the warranty period may be longer.

Worldwide though, actually means any country in which the Surface Pro is officially sold. But that does includes Thailand.

In the event of a valid warranty claim your device is not actually repaired but replaced by either a new or refurbished unit. You first register the service request online and Microsoft arranges for the device to be collected by courier with the replacement delivered back to you within about 10 days.

The only warning Microsoft make about international claims is that the replacement device will be equivalent to what is sold in that region i.e. language settings.

It does actually work. I've made a claim.

So go ahead, if it's what you want. Which model are you considering?

[SheungWan]

I assume that if one orders a TV through Lazada only the box is delivered, but not set up and tested before one signs off the delivery?

[lopburi3]

I previously answered that yes TV is a box delivery and up to you to set it up - I have done 2 in last month and very happy with them and very easy to do. As my cost was much less than other sources very happy with this - when previously buying from Tesco or Big C it was also a box - that I had to transport from there salesroom on my own. Lazada is much cheaper and transport is free. I have made several dozen orders in the last year and all have been delivered within specified time frame. With items from Lazada warehouse often arriving the next day. But obviously people will have issues from time to time and expect I will also - but to date have been very impressed and everything has worked and been as described.

[arjunadawn]

I ordered from Lazada for the second time this month. I guess I forgot my first experience or it was uneventful. I was very dissatisfied with this last experience of a number of items. Invariably a number of pics of the item wanted lack scale so its not possible to imagine, for example, a shoe rack would be so small that only barbie doll shoes could fit on it. Or, the materials were so poorly manufactured that I lacerated my hands on two different items assembling. The shelves for the bathroom have been up less than a week and they are approximately 50% rusted. The only worthwhile item was the stationary vanity mirror with one side a magnifier. I was simply displeased with nearly every single item. Having shopped Aliexpress, DHgate and Amazon I had reasonable expectations of a similar standard; there was no standard. I would not order from them again.

[IMHO]

I assume that if one orders a TV through Lazada only the box is delivered, but not set up and tested before one signs off the delivery?

Correct.

If you want that level of service from online, directtoshop.com (Home Pro) do it. A couple of years ago they had very sharp prices on TV's, but not so much now. They do however deliver from the nearest store (to wherever you are), and will send a couple of guys set it all up for you.

Edited December 21, 2014 by IMHO

[lopburi3]

I ordered from Lazada for the second time this month. I guess I forgot my first experience or it was uneventful. I was very dissatisfied with this last experience of a number of items. Invariably a number of pics of the item wanted lack scale so its not possible to imagine, for example, a shoe rack would be so small that only barbie doll shoes could fit on it. Or, the materials were so poorly manufactured that I lacerated my hands on two different items assembling. The shelves for the bathroom have been up less than a week and they are approximately 50% rusted. The only worthwhile item was the stationary vanity mirror with one side a magnifier. I was simply displeased with nearly every single item. Having shopped Aliexpress, DHgate and Amazon I had reasonable expectations of a similar standard; there was no standard. I would not order from them again.

That seems to be products you bought rather than service however. They are a discount source so some products will be such but description does normally include full size details but do agree photo alone can be misleading as to size. The assembly cabinet I bought was far better than any I have obtained from chain stores and assembly was exact and no glue required. You can buy junk - but at least it is at junk price. But you can also buy many branded and good items, often at a very good price.

[keith101]

Weird that they don't care to offer an English website also ?

Do they know how many hundred thousand (millions ?) foreigners are living here, most with money ?

i use Lazada all the time and they have an English option website , at the top of the page on the right is the language option . I receive their newsletter via email which will give that option also . they give you a delivery time of how many working days but i always get it earlier and i live up north .

[lopburi3]

Yes but the English is very limited as most information is still in Thai. But at least you get the menu and some information in English. Unfortunately they provide newsletter and discounts in Thai only, yes they have item listed in English but that is about it, and they can not be Google translated - so you have to guess. And then asks for feedback in English but supplies questions in Thai. Still a work in progress in some respects. But at least there system allows you errors when ordering and to make corrections and explains when a discount is not available. By far the best buying system in Thailand in my experience. Example below.

[IMHO]

Yes but the English is very limited as most information is still in Thai. But at least you get the menu and some information in English. Unfortunately they provide newsletter and discounts in Thai only, yes they have item listed in English but that is about it, and they can not be Google translated - so you have to guess. And then asks for feedback in English but supplies questions in Thai. Still a work in progress in some respects. But at least there system allows you errors when ordering and to make corrections and explains when a discount is not available. By far the best buying system in Thailand in my experience.

Assuming you can already speak enough Thai to understand the basic words around transactions and promotions, it shouldn't take more than a few weeks of semi concerted effort to be able to read these types of ads. The vocabulary used is pretty small.

[lopburi3]

There comes an age when learning language is not a viable option - for some of us that was from a very early age.

There is no valid reason for not translating the discount information on a dual language website. Why should the customer be tasked with learning Thai to read what is posted as an English website option?

[IMHO]

There comes an age when learning language is not a viable option - for some of us that was from a very early age.

There is no valid reason for not translating the discount information on a dual language website. Why should the customer be tasked with learning Thai to read what is posted as an English website option?

Hehehe, OK

As for English versions - can you name a single, TH/EN site (Apple and Google excluded) that *is* done right?

I'm not saying it's right to be crap, just saying that crap is the standard

Edited December 22, 2014 by IMHO

[lopburi3]

Agree - but can always hope for improvement.

[Pib]

Yeap, when a site has an English language selection I expect at a minimum the great majority of the language and ad inserts to the appear in English. Lazada does a good job in this department with the exception of many of their ad inserts which are in Thai and are graphics-based ads that Google Translate cannot translate. And even with Lazada Google Translate does a lot of word translation work (non graphics based words) for Lazada.

But hey, this is Thailand with 99 percent of business' customers being Thai so it's somewhat understandable most Thai web sites have little English...I expect they rely on Google Translate to do the English work for them.

[keemapoot]

If the language issue is that big a problem for some, and google translate in their chrome browser doesn't cut it, you can always go to the Lazada.sg - Singapore site to read the product descriptions in English. If they don't have the exact model, just copy the product number, and google it for reviews, etc. not a big deal.

[Pib]

If the language issue is that big a problem for some, and google translate in their chrome browser doesn't cut it, you can always go to the Lazada.sg - Singapore site to read the product descriptions in English. If they don't have the exact model, just copy the product number, and google it for reviews, etc. not a big deal.

That's what I've done sometimes...like trying to figure out what their Mastercard 10% discount on Monday ad really said to include any important fine print. But a person shouldn't need to go to a company's website in another country to view English if the company's website has an English language selection.

[SheungWan]

I was looking at a particular TV on offer from a third party vendor on the Lazada website and clicked on the 'other offers' button. Under 'other information', it showed Lazada offering a one year warranty, but the others not doing so. Does this mean in practice that only items purchased directly from Lazada have an active warranty provision? PS the Lazada price for this item in question was higher.

[lopburi3]

No. Other firms will provide the normal manufactures warranty card for TV.

[umbanda]

Lazada is great, in prices, selection and with an amazing service! This is my 3rd purchase:

Yesterday, Sunday morning, I order an ASUS 7" Phone/Tablet with 2 sims, GPS, etc, etc for about 4000THB with free case.. Great price!

I was worry that I may not get it before Christmas to gift to my wife....and I was thinking in pay for express delivery...but... An hour later I received an e-mail from Lazada saying that the order was already packed. Later on, another e-mail saying that the order was on the way to the local warehouse, and will be on my door today or tomorrow.

[harrry]

No. Other firms will provide the normal manufactures warranty card for TV.

Not always. Many of the third party products are grey imports and thus no warrantee It is clearly stated so it is not cheating, I do not buy items marked Imported for this reason. If they are from Lazada itself they have full warrantee as do the stuff from IT City or Tesco.

[dddave]

A bit off topic but Lazada related: My GF wanted to buy first smartphones for her sister and nephew who live in in Isan but did not have very much money to spend; a total of B5000 for the 2 phones which doesn't go very far in retail shops.

I went on to Lazada and found an obscure brand: TELEGO W408, 4.5" screen, 1gb RAM, 4GB ROM, Android 4.2 for B1650. Knowing Lazada's liberal return policy, I ordered one figuring if it were crap, I could return it as I had one other phone I had bought before.

I also ordered a DOOGEE DG301 Voyager which a friend had already bought and really liked: 5" screen, 1gb RAM, 8gb ROM, Android 4.4 B2690. I figured the nephew would like the larger screen. Total paid for both: B4340, well below her B5000 budget.

Both phones arrived within 5 days and we both used each for a couple of days to try them out. I already knew about the Doogee, I'd seen my friends. The build quality is great and the phone functions very well at all levels...even the camera. The screen is only 480p but is clear and bright. Battery seems to run very efficiently...still had 40% after a full day's use.

What really surprised me was the Telego W408. Nice build quality, didn't feel cheap at all. Good screen, also 480p but very clear and bright. Pages swiped smoothly and all other functions worked properly. Battery is only 1600 mAh but lasted for a full day with room to spare. Rear camera is 5mp and decent, not great. Front camera ok for selfies. Easily as good as many phones in retail stores for more than twice the price.

They already have the phones and are really happy, which means my GF is also very happy, which means I can be happy also.

Edited December 22, 2014 by dddave

[SheungWan]

No. Other firms will provide the normal manufactures warranty card for TV.

Not always. Many of the third party products are grey imports and thus no warrantee It is clearly stated so it is not cheating, I do not buy items marked Imported for this reason. If they are from Lazada itself they have full warrantee as do the stuff from IT City or Tesco.

Re the item I mentioned above, the third party vendor is not stating that the item is imported or that it does not have a guarantee. The 'other info' section is blank. It is just that the Lazada directly supplied item explicitly says that there is a one year warranty.

[SheungWan]

No. Other firms will provide the normal manufactures warranty card for TV.

Not always. Many of the third party products are grey imports and thus no warrantee It is clearly stated so it is not cheating, I do not buy items marked Imported for this reason. If they are from Lazada itself they have full warrantee as do the stuff from IT City or Tesco.

Re the item I mentioned above, the third party vendor is not stating that the item is imported or that it does not have a guarantee. The 'other info' section is blank. It is just that the Lazada directly supplied item explicitly says that there is a one year warranty.

Correction on the above: Under specifications the third party vendor states 'no warranty'. So that's that then. Well not quite as some say 'no warranty' and some say nothing, and some specify 1 year warranty same as Lazada direct.

Edited December 23, 2014 by SheungWan