Hi guys, just sharing my experience with Lazada here,

I am not sure how Lazada operate but clearly they need a lot of work on their logistic and customer service department.

I ordered a smartphone about 1 and half month ago, the entire process was basically a mess.

> Packaging the parcel was delayed by the seller which I believe was due to high volume demand or MCO
> Stuck at the LEX warehouse for about 2 week, called and messages their live chat, always promise me second day delivery
> After 2 week parcel finally move, but it was suddenly handled over to Urban Despatch, WhatsApp to Urban Despatch, same promised by Lazada but parcel no way to be seen
> About 3 week had passed (Even passed the 5 day potential delay due to MCO), I was frustrated with the entire waiting so I try to contact their live chat, for 3 days the live chat keep on stated their live agent was unavailable <- WTF?
> Finally managed to reach out to Urban Despatch, this time they give me their delivery personal direct contact number based on my area. Contacted their delivery personal and told me to wait
> I finally lost my patient and called Lazada customer service for cancellation, waited for 1 an hour plus finally managed to contact them, request for cancellation, told me the initiation for cancellation take 5 working days, fine, I'll wait it
> Suddenly Urban Despatch delivery manager give me a call and told me that they miss out my parcel, they could immediately send the parcel to me even on 10PM (Why when I ask their customer service they told me they work until 8PM only? Now suddenly became so efficient????). Told them that I had requested for a cancellation so they should just return the parcel to Lazada
> After few days with no update on my refund, try to give a call a to Lazada customer service for a second chances to stop the cancellation and just send me the goods, one personal told me that it can be done unless the parcel is still with Urban Despatch, one personal told me it can't be done because it had cancelled, but still try my luck with Urban Despatch but they claim the item had been deliver back to Lazada warehouse
> Finally after a month, I received my refund. Story End.
> NO, unfortunately the story did not end there. After few more day suddenly LEX delivery man called me for collecting the parcel, I was baffled and found out it was the missing parcel. Told them that I had request for a refund (Even received it at this point) and they should send it back to the seller
> After a week, without warning, they try to deliver the item again, this time I was not at home and my family accepted it without my knowledge.
> Give them a call, email and live chat(suddenly it work again after I cancelled the item), ask them what am I going to do with the parcel, told me that they will send me the Airway bill to send back the parcel. Waited for a week, no update, follow up with them again via email, call and live chat. Still no update
> Today's the third I follow up, and I am tired with this entire ordeal which is making me troublesome for no reason. If still no respond from them, I will just keep the parcel in my warehouse(Learn from them) and wait until God know when suddenly they remember for their missing parcel.

Lazada/Urban Despatch really need to improve their service, like a lot.

*Side Note, both me and the seller was located in KL, so it make me even confuse that how this entire missing thingy could even happened in the first place*



This post has been edited by arthurhkt: Aug 27 2021, 12:44 AM

It happens with me at shopee as well. We cancel parcel after the expected delivery date. Got our money refund, few days later the item arrived.

It was some rm 15 cat food, I just keep it instead of the hassle.

I have a positive experience with Lazada and their own LEX Delivery services.

The problem lies with Urban Despatch whereby they have a terrible logistic system, i.e. late tracking update, poor pick-up/arrival schedule, etc., the list goes on; as whenever any of my order is being routed to Urban Despatch for handling, I will always encounter issues like these.

The most recent was me returning an item purchased on LazMall. Urban Despatch was contracted to pick-up the item from my location, however Urban Despatch did not pick-up my item for more than 7 days; until I personally complained on their Whatsapp/Call number, and they've picked up the item few hours later.

Until just of yesterday, another Urban Despatch rider called me up twice to request to pick-up the same item, which I've handed over a week ago.

At times like this, our local logistics system are overwhelmed with online orders, it is natural for Lazada to outsource deliveries to 3rd party logistic companies as it is more cost effective and flexible to scale up their delivery services without incurring heavy cost.

What we can do is to continue to file complaints against Urban Despatch to Lazada, that way Lazada will enforce their delivery QA/QC to improve Urban Despatch.

same lol.. my parcel is vape liquid.. bought at shopee, usually arrive in 3-4 days, but this 1 parcel almost 2 weeks stuck at ninjavan warehouse, until shopee automatically cancel the order and refund my money.
seller says will asks shopee and ninjavan about the issue. then go silent. few days later the parcel arrived. i'm confused as hell that time lol. ask seller again, same answer - will ask shopee and ninjavan. go silent until today. issue happens in mid june lol. item worth rm40.

Too bad mine was a RM1k stuff, don't think they will just let go like that LOL

I do have a positive experience with LEX, most of it.

Most of the time the delivery is punctual without hassle, but this is the perhaps one of the most disappointed experience I had with Lazada as a whole, not to mentioned the way Urban Despatch and Laz customer service handle the entire case is really grinding my gear.

Do hope my "nagging" will help them to improve

If I ask the seller definitely they will ask me to send it back to them, but they are quite far and the only reason I ordered from Lazada is due to convenient and avoid to go out. Nevertheless I will just wait whether Laz team is going to send me the Airway bill, if they don't care about their RM1k item then let them be then.

True, the honest thing to do is, talk to seller ask them to arrange to collect via courier, or they pay u the courier fee to ship back to them.

I'm sure shopee will get involve between courier and seller, either side will have to compensate for the lost.

My friend was a shopee seller, there was once a parcel sent to east Malaysia, shopee got involved, force the courier find back parcel or pay the insure amount.

You get your money back checked.
You still get your phone checked.

If you still need the phone then just use it. If they chase you for payment, then play the chicken game with them until you feel good liao then only pay them.

sometimes i also have this problem , but i will contact seller and transfer payment to them

Hi arthurhkt, do you still have Lazada's customer service number? Can't find it anywhere on their website... Their Live Chat isn't working either. Thanks in advance...