Lazada lost two of my parcels worth RM3K

11
Lazada website
Lazada website

This is turning into a series of me talking about NinjaVan, and now Lazada.

Before I go on, Lazada has been pretty reliable for years I’ve been shopping with them, and this is kind of an isolated case for me, but then to lose two items worth RM3K+ in the span of a month, is really something for me.

I mentioned before about how my parcel went to stealth mode.  Well, I also mentioned I was asking for a refund, and re-ordered the item, which now is not a secret because I eventually had to spill the beans to my wife that I was getting her a new phone, which cost above RM1.5K.

Anyway, the first order is now in the process of being refunded after it cleared all investigations, and I obtained the confirmation email below.

Lazada refund email confirmation
Lazada refund email confirmation

The second order I made of the same item, was from another online store on Lazada, and things looked pretty well until it reached the delivery part.

Here, the item was marked as ‘Pending Pick-Up’ by, yes you guessed it, NinjaVan.

NinjaVan pending pickup
NinjaVan pending pickup

The status of the parcel remained in such way for quite sometime, that I finally e-mailed them, inquiring about the status of my parcel on 20th October 2017.  The order was placed on 13 October, so I believe I was pretty patient considering online shopping and delivery doesn’t take so long.

The reply I got from NinjaVan is that the parcel hasn’t been picked up from Lazada, but weirdly, Lazada’s system confirmed the item is already shipped.

Lazada shipment
Lazada shipment

I escalated the problem to NinjaVan after Lazada confirmed with me that the item has been shipped, to which NinjaVan replied “they are not able to do anything because they don’t have the item in hand“.

This got me annoyed, and so I asked why both parties are not taking responsibility over my order, and both seem to be pushing me back and forth.  The reply I got from NinjaVan can be seen below.

NinjaVan email response
NinjaVan email response

Again, I escalated the issue to Lazada, and Lazada told me that the wait time was still within the delivery time frame, and assured that I will get the item on time, which is on 27 October.  Mind you that the item was supposed to be delivered on 23 October, but Lazada pushed it to a latter date after sending me the email below.

Lazada email of delay
Lazada email of delay

As the email read, I am to contact NinjaVan for delivery related issues, and so I did, but NinjaVan said they have not obtained the manifest, and hence they can’t help me.

I waited until 27th, and when the weekend passed, I called Lazada up, and I’ve yet again filed another refund request to Lazada because the item was still not in my possession, and it couldn’t be tracked by either side, hence to me deemed as ‘LOST’.

At this point, I was pretty fed-up with the wait, the ding-dong and the constant need for emails and calls to ask what’s happening to my parcel.

So, for the purchase of my wife’s new phone, I’m heading to Shopee, a new online store which seemed to be doing quite well and is considered a huge rival to Lazada. They are also offering prices at kaw kaw low now as promotion to their store.

You can download their Android App or iOS App to find out yourself, because I did, and I am ordering it from them this time around.

11 COMMENTS

    • It is indeed disappointing esp since it was during the MyCyberSales. But Lazada now doen’t have much discounts. Their discounts are pretty selective though they are one of the bigger online malls in malaysia.

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