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.