Just to share my current horrible experience on Lazada.
I bought an E6N smart TV from Hisense's official Lazmall online store@Lazada on 25 Mar 2025. Strangely, my order status was swiftly changed to "Delivered" by Lazada on 27 Mar 2025. Yet, no delivery of the TV was made to me, and Hisense did not get in touch with me either why they changed the status. I waited one week and still nothing. So I decided to raise a refund request on the 2 Apr. According to Lazada's Refund Policy:
Refund for items not received. Refund is processed immediately if the customer did not receive the order despite it being marked as 'delivered'.
I got a shock when my refund request was quietly rejected on 4 Apr. They did not get in touch with me at all. I only found out when I looked into the app itself. Their reason was simply that the item was in the process of delivery as per their check with seller. That's it. Thereafter, they disabled the Refund function in my account so that I can't raise another refund request regardless of the situation.
I attempted a few calls to their hotline but had to wait up to 20 mins each time, and still no one picked up my call. I approached their CS online repeatedly to cancel the order, but was always brushed off with the typical "we will check first" replies. I also approached Hisense online and they were very very very hard sell and insisted that the order status change was not under their jurisdiction. And they even casually told me to relax and raise the cancellation request with Lazada again.
So now, both sides are pushing it to each other, Lazada refuses to honor their own Refund Policy, and cancel my order and process my refund. The CS online acknowledged their Refund Policy but also shared that they have no authority to process my cancellation and refund. All in all, it sounds like a scam to me. So for those who are planning to buy from Hisense or Lazada, do tread carefully.
Update#1:
5 April 2025:
I made a police report today for Lazada's fraudulent handling and not honoring their own Refund Policy.
Update#2:
6 April 2025:
After Lazada CS re-enabled my Refund button in the app for me yesterday and specifically instructed me to mention the police report in my 2nd refund request, Hisense CS on Lazada suddenly msg me today with a mouth-watering offer (meaning Lazada definitely alerted them about my police case).
They offered to send me their latest 43" Q6N 4k TV with Qled screen with ready stock at no extra charge. This is a more expensive and better model than the E6N that I paid for. That or they can approve my refund request resubmission.
My decision:
I chose the refund instead. Some of you might stone me for not choosing to have the Q6N TV, but I did what I believe is best for me. And I think greed often leads one into a scam.
So Hisense told me that they will instruct Lazada to approve my refund request. Now I shall wait and see.....
Update#3:
8 April 2025:
2nd refund request still not approved. I then spent 2 hours with Lazada's online CS agent followed by another 1 hour with the CS agent from the hotline. Subsequently, the refund request got approved. Henceforth, shall never support Lazada or buy from Hisense ever again.
