LAZADA RETURN AND REFUNDS

MY LAZADA EXPERIENCE

 

A. Planning

I never order anything online except for pizza. I have been browsing the app I installed for months and never really decided to order. I'm ok just window browsing for items that I was interested. I never really felt the need of ordering anything since I can just walk to a nearby mall if I wanted to buy something. This time was different and I was pretty excited since it is the first time I would order from Lazada (literally online, for items / gadgets). Honestly, I have an online shop but I said to myself I would never order online  but this time I made an exception (and regretted it).

I browsed Lazada and carefully studied the specs for the phone I chose. I clearly remembered it is 8GB ROM Quad-core and 2gb RAM which are the two primary reasons I chose that model (Onda v701s) under shop HELLOTRONICS. In addition to that, it is rated 4.5/5 stars with more than 40 positive reviews. To summarize, it says long battery span, superb HD resolution for playing videos and fast delivery.

So after thinking hard, I decided to purchase it, and since it is Cash on Delivery, I have nothing to lose, right? (Very wrong)


B. Ordering


After reading all the reviews and checking all the specs of the product I wanted, I placed my order used the coupon (roughly 250 pesos off). A confirmation message was sent to me both via email and text. It's a very prompt delivery, and the item arrived within 2 days.

 



C. Delivery
 
It was delivered by LEX or Lazada Express. The rider was very polite even when it was the second time he tried to deliver the item. I placed the order Sunday, and expected delivery is Wednesday, but they arrived as early as Tuesday and unfortunately I wasn't home so he needed to return day after. Most riders (especially from other courier) would blame you for not being home during the delivery day even if it's not your fault,but LEX rider was very patient.

Before handing out my item, he asked me to pay for it and sign a form that I received the item. 

You might say, why not check item first before paying. Apparently, even the rider is still there and you want to immediately the return item, proper procedure should be done for return. (See E. Lazada Return and Refund)


D. Product Review
 
The item is inside the box, which is barely covered thinly by bubble wrap. The box really looks beat up, and the only seal I can see is a sticker. It is not even vacuum-sealed and it seems like the item is NOT BRAND NEW at all.

 

I surveyed the box and examine it, and upon reading from the bottom description of the box, it only has 512 MB RAM. 


 

I checked the bottom box compartment where additional accessories are placed and it only has usb cable (not even wrapped in a plastic) like when you buy new one, and there is no ADAPTER CHARGER present.

 


I immediately logged in and to make a review regarding the products I just bought from HELLOTRONICS. Lo and behold, product details unavailable and and the url address only redirects to LAZADA homepage. How convenient is that?



This time I felt like I'm being cheated. How can a big company like LAZADA do not even implement quality check at all. I would have understood if the item came from the original supplier, but it came from LAZADA warehouse. This looks nothing like BRAND NEW. Same model yes, but it doesn't have the same specs (RAM)they stated. Even if they try to attempt to cheat me by convincing me it's new, the least they could do is complete the accessory so it would not be obvious that this is a second hand or returned trash. How can I freaking use the phone if it has no adapter charger. (Yes I can buy an adapter charger, but there is no english manual to even check what's the proper voltage is). Anyway I tested it for few hours, battery span of 1 to 1 hour 30mins browsing only (contrary to their feedback of 1 day), and it keeps on restarting everytime. 


E. Lazada Return and Refund
 
This is unacceptable. Not only they probably gave me a defective second hand or returned item, but they said I'll be getting 2GB ram but isn't.

I decided to return it. I don't care if it takes a decade but they cannot just cheat on me like that.

Btw, RETURN OF ITEM IS FREE. NO NEED TO PAY SHIPPING FEE.

First you must check if you are eligible for return. Apparently, I fall in more than one category. (ITEM is NOT AS ADVERTISED, and MISSING PARTS/ITEMS). Hell you can even play the card CHANGE OF MIND. They would ask you how would you like to be REIMBURSED. They can either offer REPLACEMENT (well unless they can magically make it 2GB RAM, no way I would risk it), via VOUCHER (and buy items again from Lazada, no I have trust issues now, especially because of this experience) or REFUND (either by your bank of choice or LBC Remittance).

 

Second, you need to LOG IN on your account. Click your account, go to my Orders, click the Item you want to return. They would ask you to fill up the return form and you must print it. If you have no printer available, make sure to copy the "Return Authorization Code" which you need once you dropped your item in LBC.


 


Third, pack it the way you received it. Make sure to include the "Acknowledgement Receipt" (this was given by the rider together with your item). Also bring the printed form and hand it to LBC employee. Any nearest branch would do, they would know what to do next. (Which I suspect that they receive lots of returns to Lazada)

Fourth, wait for your reimbursement. I chose BDO since I already have BDO account, but still they reimbursed it via LBC Remittance Center, so make sure you have valid ID. Mine was processed immediately (within 2 days) probably because they are guilty of FALSE ADVERTISING and sending me "used" items. I even prepared myself into having headache and calling LAZADA for follow up or to fight for my refund, but luckily it didn't came to that.



 
To summarize, buy in LAZADA or at any online store at your own risk. It's up to you if you would believe their product review or you may check other reviews for that products on other website. Of course, it would always be better if you buy a gadget in an actual store so you can test all you want and check the quality. Do not be blinded by big discounts, because there is a possibility that you won't be getting what you paid for, or if it's actually brand new product or not refurbished.

Will I order again, despite LAZADA's good service? (Easy to order, easy to refund).I don't know. I just don't trust the products being sold there.