LazadaPH Review: Ensuring Customer Satisfaction

Shopping online is a popular practice nowadays. No wonder a lot of online shopping sites are coming into business left and right. But the fact is, not all of them can give you the high quality of service that you are looking for. With that, I must admit that I am very picky with the sites I stay loyal to. One of which is Lazada– the Philippines’ online shopping mall.

 

Personally, I have not encountered any problem with the service of this company. But in my research, I have read about the experience of some clients who had issues. Nonetheless, the good news is that at the end of the day, the complaints were fully resolved and the clients were happy.

Wrong delivery

One of the complaints I read about is wrong item delivery. That means that the client ordered an item from the site but upon delivery, learned that the wrong product has been shipped. This is actually an issue that is not exclusive to the company. In fact, this is an inherent problem with online shopping itself.

Though I have not experienced this, I know for a fact that there are really instances when wrong items are delivered. This can be considered as a form of human error especially when there are bulk orders or during peak season. For me, this can be forgivable to a certain extent.

But then again, it would be very wrong if the incident happens often. That means the site does not have proper quality control checks in place, and they do not have high regard for customer welfare.

In the case of Lazada Philippines, it is very rare that I encounter this complaint. So I consider this one of those few unfortunate accidents. Plus, the best thing for me is the fact that the company did everything it could to correct it.

Complaint resolution

Based from the post, the issue was immediately addressed. Once the client relayed his dilemma, the customer service representatives from the company made sure that they were on top of the matter. They assured him that they will get the correct item in the soonest possible time. More than that, they gave him updates every time he needed the latter.

The client was also able to avail of the company returns policy.

Safety net for customers

 

This is what I am talking about. In cases like wrong deliveries or some other complaints, clients like us should have a fallback. In the case of Lazada Philippines, they have a comprehensive returns policy.

As the complainant experienced, the return shipping of the wrong item was shouldered by the company. The same is true for the delivery charge for the new item. And for the inconvenience caused by the incident, the company willingly gave an additional freebie to the customer.

This just goes to show that the site accepts that it is not perfect—because not one site is. But at the same time, it places safety nets for clients like us to make sure that we get the quality of service that we deserve.

for more related post:
http://www.kurizutin.com/2013/01/lazada-philippines-fastest-growing-e.html
http://www.iamthecoffeechic.com/2013/01/worry-free-shopping-at-lazada.html
http://hoshilandia.com/2013/01/5-advantages-of-online-shopping/