UPDATE: JANUARY 22, 2015
Yesterday, one day after I raised hell on Twitter and published this post, Lazada Philippines’ Head of Customer Experience gave me a call to rectify the situation. RJ was very apologetic and explained that though the company tries to make sure of the quality of products they sell on the site, they can’t always be on top of everything and questionable items still manage to makes its way online.
I accepted his apology and I am glad that they reached out. To be frank, had the shipment not been delayed and had their customer care folks done a good job and not sent me canned response after canned response, I would have probably been calmer online.
This is what Lazada Philippines has done to correct the situation:
1) Taken down the BaByliss Pro Nano Titanium Hair Straightening/Curling/Waving Iron listing from the site.
2) Sent me an authentic BaByliss Pro Nano Titanium Hair U-Style Curler. RJ personally picked it out to make sure what I was getting was the real thing. It was delivered to me today and I have compared it to the one listed on the BaByliss PRO US website and the ones used in several Youtube videos and it checks out. Yay!
3) Offered a Lazada Philippines voucher because according to RJ, what I experienced is really not how things go with them. I declined the voucher because really, all I want is that darn iron. I am pleased with how their Customer Experience and PR teams are handling my situation so I may not completely write them off. I am still cautious, of course.
Several folks have shared their own experience with Lazada Philippines; some bad, some good. I am aware that no online retailer is perfect and that things don’t always go as smoothly as they should. I think that as more Filipinos turn to the internet to buy stuff and are under the impression that what they are buying are genuine items, companies should try their best to be more vigilant about quality control and counterfeit items. After all, we should be able to transact online with confidence.
Arvi, their head of PR, has also reached out and asked to meet with me in person. If my schedule next week permits, I will! I also hope that those who are currently waiting for refunds get their situation sorted out.
This is what I get for being too lazy to walk ten minutes to SM Aura and exchange a few words with a Watson’s saleslady.
I try to avoid unnecessary social interaction so when possible, I do my shopping online. Late last year, I decided 2015 was going to be the Year of Getting Back to Cute for me. The plan? Get lash extensions (I did, but I ripped them out last night so I’m back to falsies), work on my skin, work on my weight, and start styling my hair.
On the first work day of 2015 (January 5), I went on Lazada Philippines, combed through their hair tools catalog and— after lots of internet research and badgering my co-worker who had the same straightener— purchased and paid for the BaByliss Pro Nano Titanium Hair Straightening/Curling/Waving Iron.
“What a steal!,” I thought. “I get to save 56%!”
BaByliss products were on sale at SM Department Stores around that same time and while the LazadaPH price was slightly higher at PHP1999 (they were going for around PHP1800 in store), at least I didn’t have to get off my butt. At checkout, I got a voucher so I ended up paying PHP1799. Plus: free shipping.
Lazada Philippines promises you’ll get your item within 1-7 days if you’re in Metro Manila. I got my item TODAY, January 20, because it took them 5 days to get the goddamn thing from their warehouse in Soldier Hills, Muntinlupa to 2GO’s in Paranaque. It took 2GO another 3 days to get my package from one warehouse to another. By the time the thing was out for delivery, the 5-day weekend had already started. But by day 8, I already mentioned (very rudely, as I was frustrated) getting a refund, which they ignored.
This finally arrived today:
I opened the package and was immediately suspicious. I consider myself a pro at cheap China shit (I order .99 cent stuff from China eBay all the time) and this thing reeked of exactly that. I paid PHP1799 for something that wouldn’t even cost USD7.99!
I started googling “babyliss fake packaging” and noticed a definite difference in the original box and this one that sat on my lap. My co-worker also said her original BaByliss had some sort of protective foam to keep your hands safe from the heat and this one didn’t.
And then I noticed it:
How dare they.
After making me wait 15 days, they sold me a fake product.
I’ve been emailing back and forth with Lazada Philippines customer care for a refund and it’s been nothing but a headache. Seriously:
Fuck you, Jaymark, and your incoherent canned responses and your crimes against the English language. (You, too, Charmaine.)
On the product page, Lazada Philippines claims that the BaByliss straightener I ordered is “100% Genuine product”, yet I received a cheap China knock-off. I’m not even going into the possible dangers of using this thing!
Lazada Philippines also claims that “all purchases on Lazada are guaranteed to be genuine, new and free from defect” and that they only have “trusted sellers” and “are committed to ensure that you shop with confidence on Lazada. All sellers listed on Lazada have passed a thorough selection process in order to guarantee you a high quality shopping experience.” Obviously these are all lies since I (and a handful of others) have received fake items from them!
Even more frustrating is that I, the customer who was wronged, have to be the one to go to a 2GO to send this fake item back! Why can’t they be like Zalora who goes to you to pick up your returns?!
I also expect more drama to deal with because…
My PHP1799 may mean nothing to Lazada Philippines but it means a lot to me and I have all the time in the world to give them hell for it. (Thanks for teaching me that, #GIRLBOSS.)
Fuck Lazada Philippines. Don’t buy from them. Tell your friends NOT to buy from them.
My former boss, Tonyo Cruz, also advised me to file a parallel complaint via the DTI. DONE!