I am extremely disappointed with how Lazada Philippines has handled my refund dispute and Merchandise Protection claim.
I purchased an item through Lazada, only to discover that it was not functioning properly. I contacted the seller for assistance, but they failed to provide meaningful help or respond to my messages. I therefore filed a refund request and submitted evidence of the item's malfunction.
What followed was months of delays. I waited two weeks for a courier to collect the item, but nobody arrived. I raised a dispute and repeatedly followed up before the item was finally collected. It then took approximately two months for the returned item to reach the seller, followed by several more weeks of waiting.
After all that, my refund was rejected on the grounds of "not enough proof."
When I contacted Lazada's live support, I was told to contact the seller, despite the seller's lack of communication being the very reason I had raised a dispute. I was passed between agents, and one agent even ended the conversation without resolving my concerns.
I also purchased Merchandise Protection. However, when I attempted to file a claim through the Lazada-provided link and PGA Sompo's own website, I encountered the error "Failed to load claim types," preventing me from proceeding. I have already emailed PGA Sompo about this issue.
At present, I have returned the item, received no refund, and been unable to proceed with the insurance claim. I have spent months trying to resolve this through the appropriate channels, yet I still have no satisfactory resolution.
This is probably the final time I'll be using Lazada