Note: This review is a retelling of my personal experience with Lazada.com.ph or Lazada Online Shopping Mall. This is not a paid review and does not reflect the sentiments of any of my associates or my employees and businesses. All opinions stated in the following paragraphs are all mine.

I’ve been curious about the Lazada Online Shopping Mall for a while now, especially after seeing their TV commercials and Facebook Ads. So to satiate my curiousity, I ordered a small product from their online store.

Here’s some information on my order:

  • Samsung Galaxy Note 10.1″ N8000 16GB with 3G and Wi-Fi (Deep Grey)
  • Bought with a Mastercard Credit Card (not mine)
  • Availed discount for using a Mastercard credit card

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Ordering

After deliberating on what to purchase from Lazada, I decided to order the Samsung Galaxy Note 10.1 on 24 Dec 2012, 2AM. Later in the day, I tried to call their hotline and found out that they don’t have work on a holiday. There was no notice of that on their website. I called again and found that my order was taken 26 Dec 2012 instead.

After 48 hours, my order was still in Processing status. When I asked about why my order was still in Processing status, they said that they would need to do some verification on the credit card I used. They would supposedly send an email within 48 hours. No email came.

When I called them in the morning of 28 Dec 2012, I was able to speak to their customer service representative named Kent and I inquired about my order. He said that the item is still in process and the earliest delivery date would be 02 Jan 2013.

In the afternoon, I received an email from Lazada again asking me to send in a copy of the credit card I used for the purchase. I promptly sent them the necessary files. Afterwards, I received a confirmation email that they received the files I sent.

The next day, 29 Dec 2012, I called them again at around lunch time to follow up if they did indeed received my documents, and also to check if they already verified my payment. Worryingly, they told me that they haven’t since their finance department hasn’t updated their records. Around mid-afternoon I received an email letting me know that they have indeed received my scanned documents.

I called them again to ask if they have a definite schedule of delivery, since I can’t wait all week at home just for them. And, most of the time there’s no one home since we usually visit our parents and go on client meetings. After a minute of being put on hold, the customer service representative could not give me definite date or time. She did mention that I will revive an sms or a call from the courier a day before the delivery. That somehow calmed me down.

On January 2, while my wife and I was having lunch before a business meeting, I received an sms and a call from the courier of Lazada that THEY WERE ON THEIR WAY TO OUR CONDO. I was surprised and caught off guard because the customer service representative said that they will sms or call me a day before, NOT on the day itself. So to avoid rescheduling the delivery I rushed home to received my package.

To make the long story short, I signed off on my item. I asked the courier why they didn’t sms or call me the day before. They replied that they got the item that morning and wanted to deliver the parcels as soon as possible. They didn’t know about the policy on informing the clients a day before the delivery.

The Item

The parcel was delivered by 2GO Couriers. The box of the tablet was well bubble-wrapped. It had the printed copy of the billing statement.

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when I checked the box inside all that bubble wrap, I noticed some discoloration and stains on the box. The corners of the box were also banged up. The seals were still intact, which was a relief.

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I then checked if I got a local unit. To check this, I looked for the NTC sticker. Fortunately it was there. If the NTC sticker wasn’t there, I wouldn’t be able to claim local warranty from Samsung service centers.
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In all, the package was complete and intact.

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Comments and Observation:

Positives:

  • Customer service representatives have been courteous.
  • Delivery was within the given time frame (3-5 days)
  • Very good payment security. The credit card verification may have been tedious but it was all for the security of the transaction.

Negatives:

    • No work on holidays. Most online stores I’ve shopped in at least has a message telling their clients that they don’t have work on holidays. And, since they’re online, there is the expectation that they are open 24 hours a day, 7 days a week.
    • Unorganized back office operations. There’s no single system for tracking the orders. Customer Service Representatives don’t know what the finance department is doing.
    • Lack of communication with their courier. They should coordinate effectively with their courier and at the same time constantly monitor whether orders are on time for delivery so that customers won’t be caught off guard.
    • Their website doesn’t give real-time update on order status: 22 days after I received my item, their website still say that my order has been paid but not shipped.

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Conclusion

Overall, my experience with Lazada was ok. There were some hiccups along the way but I believe these negatives will be addressed. Lazada is still in its infancy. It will take some years before they can be as efficient as Amazon.com, but they’re on a good start. I just hope they can sustain it.

That wraps my Lazada experience. How about you, what’s your Lazada story? Share your stories in the comment section below.
Thanks!