Lazada CEO Allegedly Personally Called Customer Who Complained on Facebook

Over the years, online commerce has become the norm of shopping, instead of actually visiting physical stores.

Of course, when it comes to buying things online, there are many problems.

Possible scams, wrong sizes for clothes, wrong phone case models, lost mail. And so many more.

Some of the popular e-commerce sites you may know are Taobao, Qoo10, Zalora, ASOS, Shopee and Lazada.

Unfortunately for Lazada, they’ve been under fire recently for quite a few things.

Wrong Item

This is one of the biggest fears of shopping online, besides it getting lost in the mail.

On 4 May 2019, Facebook User Howard Teo uploaded this on Facebook.

Basically, it’s an uber-long rant on how he got scammed on Lazada.

In case you’re too lazy to read his post, here’s a short one.

In A Nutshell

Basically, he had ordered 3 foldable keyboards (to be used for phones; pretty cool, indeed). When he received the package, it arrived like this.

That definitely does not look like 3 foldable keyboards.

Refunded for Two

If you were him, you’d definitely demand a refund. And he did, but the outcome was not ideal.

His order was marked as delivered on Lazada’s website, which prompted him to start a live chat with a customer service officer.

According to Howard, the agent was apologetic and promised to escalate the issue internally. (That’s what they all say but nothing gets done at the end of the day)

He was also told that he would receive an email over the next few days.

And he did receive one but was only refunded for two out of three of his orders.

How was he supposed to get refunded for his last order?

Return for Refund

Here’s the catch. In order for him to get the refund for the last keyboard, he would have to return the phone ring that he got.

In fact, when he asked about it, he was told that only two out of three of the orders were incorrect. And like all of us, he was angry and insisted that he only got the phone ring.

The agent then told him to initiate an order return on Lazada. When he did so, he was allegedly asked to return it to Singpost or Ninjavan.

Huh?

First, having the wrong order. Second, having to return it yourself?

The agent told him again that they would escalate the matter. (See, all talk but no action.)

He gave enough time to Lazada to get their act together, but many problems still remained. He proceeded to express his frustration through his Facebook post and warned other shoppers who wish to shop on Lazada.

Well, guess what?

CEO Allegedly Called Him

On 6 May 2019, he updated the post saying that the CEO of Lazada called him. Not only was he given a full refund, but the listings of the products he brought was also taken down.

Lazada’s security team is also investigating the sellers.

Maybe it’s time for the e-commerce trend to die down a little. Or maybe people should be nicer and stop trying to scam other people of their money.

Just so you know, Lazada Group CEO is Pierre Poignant.

One can only wonder how many calls he’d have to make a day. Or maybe it was because the Facebook post got viral? #justsaying

Lesson of the day: sometimes, complaining online works. Just ask Monica Baey.