Lazada Philippines Customer Service Phone Number

Phone Number of Lazada Philippines is (02)795 8900 .
As far as the historical background of the Lazada Philippines is concerned it has been originated on March in the year of 2012. Lazada Philippines is an online shopping website put forwarded by the Rocket Internet GmbH. Rocket Internet has introduced Three operational business ventures in the Philippines and among them Lazada Philippines is one of the top rated online retailer and gadgets in the country. The primarily motive of the Lazada Philippines is to provide the customer luxury of effortless shopping. Lazada Philippines is privately held company and its headquarters are based at the Metro Manila, Philippines.

Key products And Services Of The Lazada Philippines


  • Lazada Philippines offers lot of Home appliances which include cooling and Heating products, Housekeeping products, Large Home appliances and much more .

  • Lazada Philippines deals with other day to day life products of highest quality like Cameras, Computers And Laptops, Consumer Electronics, Mobile and Tablets, Watches and Jewelery, Health and Beauty, and many more products as well.
  • Special Promotions Sales, Selected Sellers, and Best Sellers are some highlight factors of the Lazada Philippines.

Contact Corporate office, Call at: +63 2 795 8900

Social Media Networking links of Lazada Philippines


Customers can get the more and desired information about Lazada Philippines on below social networking pages:

Facebook link of Lazada Philippines is:
https://www.facebook.com/LazadaPhilippines

Twitter link of Lazada Philippines is:
https://twitter.com/LazadaPH

Google+ link of Lazada Philippines is:
https://plus.google.com/+LazadaPhilippines/posts


Lazada Philippines Address


The address of Lazada Philippines is Salustiana D. Ty Tower, 104 Paseo de Roxas, Makati, 1229 Metro Manila, Philippines.

Lazada Philippines Website


The Website of Lazada Philippines is www.lazada.com.ph.

Lazada Philippines Customer Support Service Phone Number


The customer support phone number of Lazada Philippines is (02)795 8900 (Click phone number to call).



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The postal and official address, email address and phone number (helpline) of Lazada Philippines Service Center and Lazada Philippines customer service phone number is given below. The helpline of Lazada Philippines customer service phone number may or may not be toll free.

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Lazada Philippines Phone Number Customer Service

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Lazada Philippines Source of Knowledge


www.facebook.com/lazadaphilippines/info?tab=page_info
en.wikipedia.org/wiki/lazada_philippines
www.lazada.com.ph

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Lazada Philippines Customer Service Number Delineated Here With Complaints and Reviews

Customer care male
Mr. Peter Ernest Hallam CallsOct 21, 2024

Mr. Peter Ernest Hallam On Phone To Lazada Philippines Service
Order ID 9018 8363 4068 362
I have sent an email of Friday with a photo of proof of delivery from J and T Express. The Tablet would not charge. Please send we a full refund. Thank you.

Reply
Customer care male
Mr. Nardion Manso CallsJan 18, 2023

Mr. Nardion Manso On Phone To Lazada Philippines Service
My order 591942371357784 - raised to matrix appliances is not yet delivered. The seller is not replying to my chat messages. I raised two related complaints yesterday, but I have no idea if you have received it. Kindly investigate this issue.

Reply
Customer care male
Mr. Nardione Manso CallsJan 18, 2023

Mr. Nardione Manso On Phone To Lazada Philippines Service
Further to my previous complaint, as per chat instruction from matrix appliances, lazada +63 945 448 2680 will call me thus payment was done thru Gcash. I reported this issue to cleo as fraud or scam. I need your support, thank you very much.

Reply
Customer care male
Mr. Nardione Manso CallsJan 18, 2023

Mr. Nardione Manso On Phone To Lazada Philippines Service
My order from matrix appliances is not yet delivered. In my account the status is TO SHIP, in the track order the status is TO PAY and SHIPPED, in the courier ninja van status is PENDING PICK UP. I have attached proof of payment to Lazada wallet thru Gcash. This issue was reported to lazada cleo and to the seller, but no action was done. I need your support to solve this issue.

Reply
Customer care male
Mr. Nardione Manso CallsJan 18, 2023

Mr. Nardione Manso On Phone To Lazada Philippines Service
Regarding my order at matrix appliances is not yet delivered. I had so many chat messages to cleo and to the seller, but I did not receive a clear reply, no action done. I noted on cleo order status it is TO PAY and SHIPPED, in my acct status it is PACKED READY TO SHIPPED, in courier ninja van status it is PENDING PICKUP. I have attached proof of payment to Lazada cleo and to matrix appliances, but still no action. I need your support to solve this issue.

Reply
Customer care female
Ms. Rosebelle Bahian Bonte CallsSep 21, 2020

Ms. Rosebelle Bahian Bonte On Phone To Lazada Philippines Service
Hi good day I wanted to call you because my order was failed delivery and it was returned to the supplier now it says its refunded and we have checked with the bank its not yet arrived on my bank account can you please check it for me? Its been few weeks now we we're waiting please response.

Lazada Philippines Phone Number Customer Care Service
Reply
Customer care female
Ms. Medie Byrd CallsJul 23, 2020

Ms. Medie Byrd On Phone To Lazada Philippines Service
I bought a 65 in curved TV for 23k and I payed at 7eleven and the customer care person said it was a error on his end send 23k again so I did that is 46k i sent i have recites that it went to lazada and it says i didn't buy anything so i would like my money back my name is Medie Byrd contact number 09087417032 I will get a lawyer if I have too, but can you please call me.

Reply
Customer care female
Ms. Khristine CallsMar 26, 2018

Ms. Khristine On Phone To Lazada Philippines Service
Good day,

I received a message via text and email from LAZADA regarding my order stating that today my order will be deliver. However, up to this very moment I did not receive any of my orders yet. PLease help me with my concern. Thank you
Khristine Almirante - 09975904540.

Reply
Customer care female
Ms. Evangeline Co CallsJun 18, 2017

Ms. Evangeline Co On Phone To Lazada Philippines Service
Order number 344297297. Until now still on processing.

Reply
Customer care male
Mr. Miralino P. Agad CallsJun 17, 2017

Mr. Miralino P. Agad On Phone To Lazada Philippines Service
Item Tuxun Q7 mini karaoke wireless bluetooth microphone w/mic,
complain DEFFECTIVE BLUETOOTH AFTER CHARGING, .

Reply
Customer care female
Ms. Irma Penoliar CallsJun 15, 2017

Ms. Irma Penoliar On Phone To Lazada Philippines Service
Hi Irma Penoliar of Makati City forgot to include my celfon earlier. Please contact me on 09975178009 regarding my complaint about the scandisk 32G that was NOT included on the package with order 377443997. Only adapter was found. Order was placed last June 14 and delivered before lunch time by Richard Gapasin. Kindly refund my payment. First time i ordered online and got frustrated. Will send the item to LBC to return the item.

Reply
Customer care female
Ms. Irma Penoliar CallsJun 15, 2017

Ms. Irma Penoliar On Phone To Lazada Philippines Service
Sa kinauukulan,

Umorder po ako ng micro SD na 32GB scandisk last June 14, 2017, dinala ng nagdeliver na si Richard Gapasin ang item ngaun bago mas alas dose ng tanghali, sobrang tiwala at excitement dahil first time ko umorder d ko na binuksan sa harap nya at nagbigay ng sobra sa dapat ko pang bayaran. Para lng malaman ko na pagkabukas ko ng package ay wla ang SD card, na ang laman lng ay adapter, sabi ko pa baka nilagay na sa loob pero wala din. Maliit na halaga kayang kitain, pero ung tiwala wala madaling mawala. Pakibalik na lng sana ung binayad ko kung di rin lang maibibigay ang item bukas June 17, 2017. Laking abala imbis na nagpapahinga at nagaasikaso ako ng mga anak ko, nandito ako sa computer shop nagtytype ng complain at mamaya pupunta pa ng lbc.

Reply
Customer care male
Mr. Briane Mendez CallsMar 19, 2018

Mr. Briane Mendez On Phone To Lazada Philippines Service
Hi. Goodday Nagtext na sa akin ang LAZADA na ngayong araw na to darating ang order ko March 19, 2018 pero wala pa rin. I eveb escaped my class para lang may tao sa bahay. What if pag deliver nila walang tao na?.

Reply
Customer care male
Mr. Crispin Castro CallsJun 27, 2018

Mr. Crispin Castro On Phone To Lazada Philippines Service
This is Crispin Castro who purchased 2units of Phoenix Wintab eight last June 26, 2018 with Tracking No. : 203176858980905, one was already delivered yesterday June 27, 2018 via LeXPH with SO0003535683. I was expecting a copy of Sales Invoice which is the usual procedure when delivering an item, but I did not receive any, your courier just let me sign in a piece of paper. How can I claim for the warranty of the unit if in case there will be a problem. I am asking if I can have a copy of the Sales Invoice which was supplied by PC Worx, kindly email the soft copy on my email address if they can not provide a hard copy. This is my email address - crispincastro1966@gmail.com. Thank you.

Reply
Customer care female
Ms. Cynthia Garan CallsJun 25, 2018

Ms. Cynthia Garan On Phone To Lazada Philippines Service
Good morning. Ask ko lang po kung nasaan na yuong order ko noong June 20, bayad ko na po yuon through credit card. Until now wala pa din po ang order ko na kpads. Order number 202987040000928.

Reply
Customer care male
Mr. Carl Darryl Conde CallsMay 16, 2017

Mr. Carl Darryl Conde On Phone To Lazada Philippines Service
For order 372973738 Casio G-shock GA-100-IA2. It delivered without aluminum box with G-shock logo as signed of originality, but it only has a cartoon box although it was mentioned item was coming abroad, but seems not original. The seller was Elegant store. Please investigate where is the aluminum box of this watch.

Reply
Customer care male
Mr. Carl Darryl Conde CallsMay 16, 2017

Mr. Carl Darryl Conde On Phone To Lazada Philippines Service
For order Number 372973738 item G-shock men's black/blue dial resin strap watch GA-100-IA2. Received, but not in original packaging. The box aluminum with G-shock original logo is missing. It was delivered in cartoon box only. Due to this it reflects not genuine. Please need to investigate.

Reply
Customer care male
Mr. Mark D. Aranduque CallsJun 17, 2018

Mr. Mark D. Aranduque On Phone To Lazada Philippines Service
I ordered an Arctic Air at Wiser Online Shopping using Lazada Online Shopping. I received my ordered yesterday, June 16 via LBC. I paid the exact amount of P3748. 00 to the delivery agent. At first, it was packed on good condition by the LBC, but to my surprised when i opted to open the box, the item's box was not perfectly sealed. I began to initially began to use the cooler together with my friend, but by diligently adhering on the manual, but its not functioning, for numerous attempts already, no power has manifested. We tried it over and over again, but nothing happens. I texted already the sender's mobile number thru text, but until now they did not reply. I emailed them on their gmail account and fb page with photos of the items on it, yet all my efforts were useless. Mark D. Aranduque / 09493439413/ care of BJMP Silay, CEO Compound, Brgy. Mambulac, Silay City, Negros Occidental.

Reply
Customer care female
Ms. Stella Diaz CallsOct 07, 2017

Ms. Stella Diaz On Phone To Lazada Philippines Service
My complain is i've been to much of having problem every time of my order came. Return my money in this order number 359767385 I know you are able to check which item you didn't deliver contact you lbc in calinog to order them to return my money my receiver did pay for how much your total of my order and it is 11, 975. 00 so tell me how are you all going to solve the problem. ? my order didn't come two black tupper cabinet cubes storage and one black tupper cabinet storage 16 cubes. Please response me as soon as possible its very important matter or else I'm gonna call Erwin tulfo to solve this problem. Thank you.

Reply
Customer care female
Ms. Deborah P. Orantoy CallsOct 06, 2017

Ms. Deborah P. Orantoy On Phone To Lazada Philippines Service
Dear Sir/Madam,
Good Day
I just want to know the status of my order of Gemini bracelet for women. I haven't receive any message from your office. Thank you.

Reply
Customer care male
Mr. Marlon Gonzales CallsMay 31, 2018

Mr. Marlon Gonzales On Phone To Lazada Philippines Service
Can you deliver my last item later glabs large.

Reply
Customer care female
Ms. Ruby Reyes CallsMay 30, 2018

Ms. Ruby Reyes On Phone To Lazada Philippines Service
My cellphone number is: 09209470685
I returned an item last April three, 2018. I received a message that. "in good faith, you do not need to return the item and we will be giving you a refund voucher. " to that effect. But i returned it anyway bec. I received the message after i returned the item. To this date i have not received the voucher. I have made several purchases already, but i do not recall receiving any voucher number.

Reply
Customer care male
Mr. Anthony Villanueva CallsJan 28, 2018

Mr. Anthony Villanueva On Phone To Lazada Philippines Service
How can I cancel my order. I want a another.

Reply
Customer care male
Mr. Rolando Colintabo CallsSep 05, 2017

Mr. Rolando Colintabo On Phone To Lazada Philippines Service
Wala pa kasi ung order ko nung August 30 pa ang dating dapat September five pa ano ba ang cp number ng lazada.

Reply
Customer care male
Mr. Mate CallsSep 04, 2017

Mr. Mate On Phone To Lazada Philippines Service
Hi Good DAy, can we return our ordered item?
reason: DAMAGED ITEM
item description: BIKE HUB FOLDING DISPLAY REPAIR STAND T FLOOR. Received date: September 4.

Reply
Customer care female
Ms. Rosalyn Amba CallsSep 04, 2017

Ms. Rosalyn Amba On Phone To Lazada Philippines Service
Hi po complaint ko lang po yung deliver sa aken ngayon lang po kay Rosalyn Amba , 09150480258 kulang po ng isang isang item po na bag. Sana po maayos po yung complaint ko.

Reply
Customer care female
Ms. Judith P. Trinos CallsMay 06, 2018

Ms. Judith P. Trinos On Phone To Lazada Philippines Service
I received a text message from LAZADA informing me that my refund for order 200680483614519 has been sent to my email, but unfortunately i can not access it

can you please send in this email instead: rctpogi@gmail.com.

Reply
Customer care male
Mr. Stephen Bergeron CallsJan 04, 2018

Mr. Stephen Bergeron On Phone To Lazada Philippines Service
I ORDERED THE GAS STOVE TABLE. GOT REPLY WOULD BE DELIVERED TO MY HOUSE BETWEEN DEC. 27 AND JAN. three STILL HAVE NOT RECEIVED ORDER AS OF TODAY.

Reply
Customer care male
Mr. Renato Linsangan CallsJan 04, 2018

Mr. Renato Linsangan On Phone To Lazada Philippines Service
Since December 14, 2017, I have contacted Lazada through its Customer Care more than 15 times through both chat and phone calls. The product I purchased is defective and has not been used. It has a one-year local warranty. To date, Lazada has not provided the name and contact number of the company that would perform the service warranty. It provided a service warranty link once on December 28, 2017, but the link was wrong. I have communicated this to Lazada, but it has not provided me with another link. I have also asked its Customer Care Representatives for a supervisor, but no supervisor would want to speak with me. I do not understand why it's taking so long for Lazada to provide me with the information I need.

Reply
Customer care female
Ms. Janese Lariosa CallsJan 02, 2018

Ms. Janese Lariosa On Phone To Lazada Philippines Service
Good Afternoon Can i ask why my order until now not yet deliver? the delivery period is Dec. 18-Dec. 26, 2017. Thank you
this is my contact number 09552872821.

Reply
Customer care male
Mr. Luis Valiente CallsDec 22, 2017

Mr. Luis Valiente On Phone To Lazada Philippines Service
May i know the status of my order accoustic string guitar order number 355646111. CONTACT NUMBER 09497989623.

Reply
Customer care male
Mr. Raymond Olson CallsDec 21, 2017

Mr. Raymond Olson On Phone To Lazada Philippines Service
I returned order number 3465577961 via LBC on Dec 15. It was the wrong color, but mainly the instructions were in Chinese which I cannot read. I understand that your poli9cy on returns is within 24 hours after you receive them. When can I expect a refund? I can be reached by email or 09176321999. Thank you.

Reply
Customer care male
Mr. Alex F. CallsAug 21, 2017

Mr. Alex F. On Phone To Lazada Philippines Service
I bought a OnePlus five Black, 128 Gb, 8Gb paid 30000+ peso about two months ago. On 25 July I received an email about my item having been delivered, but I didn't get anything and my money was never returned. I contacted Lazada five times since then because even in my account the item is marked as delivered, but never once received any reply or any help. They ignored me completely. It is clear that Lazada people stole it since they changed the order status.

Reply
Customer care male
Mr. Mr. Nestor S. Maneja CallsAug 14, 2018

Mr. Mr. Nestor S. Maneja On Phone To Lazada Philippines Service
Good day. Please kindly assist my Refund to be remitted directly to my BPI Bank Account Number. Please kindly see my relevant Email message regarding this matter addressed to Customer Support. Highly appreciated your good service and support. Thanks and Regards.

Reply
Customer care female
Ms. Marietta Radovan CallsAug 10, 2018

Ms. Marietta Radovan On Phone To Lazada Philippines Service
I just want to know if Lazada refunded me of 194. 00 for order 203785974874492. Pls. Give me the details when and where did lazada deposited. Or I nedd to claim at Lbc what is the tracking number?

Marietta Radovan .

Reply
Customer care male
Mr. Joel Mari Alcala CallsOct 03, 2018

Mr. Joel Mari Alcala On Phone To Lazada Philippines Service
I would like to know where is my refunded debit money because its already been past 45 days when I complaint and return my item in your office. The item is 1000pcs/lot 125KHZ EM4100 RFID Card EM ID CARD TK4100 Reaction ID Card for Access Control Attendace-intl that worth PHP 1, 484. 00. And it says in my status progress bar is its been refunded last August 11, 2018, but I didn't receive anything.

Reply
Customer care female
Ms. Cecilia Wilson CallsSep 26, 2018

Ms. Cecilia Wilson On Phone To Lazada Philippines Service
I ordered the set of enlighten kojic and it should be ten pieces. When the delivery came yesterday of course I paid the full amount of 1, 498 and when i opened the package i was very disappointed to find out it was only nine bars.

Reply
Customer care male
Mr. John Bert CallsApr 25, 2018

Mr. John Bert On Phone To Lazada Philippines Service
Hello mam and sir ask ko sana yung free shipping fee, totoo ba yon mam? Dalawa aking inorder. Malaki yung shipping fee. Akala ko free yung shipping. :(.

Reply
Customer care male
Mr. Ramie Getonzo CallsDec 17, 2017

Mr. Ramie Getonzo On Phone To Lazada Philippines Service
Hello,

I would like to ask. I was received the item two days ago order 362713271. The content of the item had 2pcs batteries for free. But when I was check in actual do not have any two batteries included in the delivery. How I claim the two batteries? CP 09194151760

Thank you and hoping the claim accessories I will received before December 22, 2017.

Reply
Customer care female
Ms. Nelca CallsDec 06, 2017

Ms. Nelca On Phone To Lazada Philippines Service
I ordered about three items of wardrobe, but unfortunately I only received one item with a transaction 791011028621 and I paid the full amount of 2, 039. 97. The following day the exact three wardrobe has arrived. We went to LBC and they advised us to get a returning number from you (Lazada). Please send us ASAP a reply. Hoping for a fast solution.

Reply
Customer care female
Ms. Elina Bondoc CallsAug 03, 2017

Ms. Elina Bondoc On Phone To Lazada Philippines Service
I have ordered two x Nutriblast nutrient extractors on July 29 if I am not mistaken. One (1) item came on August one in the afternoon. I told the delivery boy that I ordered two and I am not going to receive the item because I specifically said I ordered 2. I asked him where the item came from, he said it came from Bacoor Cavite. He then called somebody and informed the person on the other line that I ordered two x Nutriblast and that I am not going to take the item he brought. After their conversation, the delivery boy said that the 2nd item probably could have come from a different seller that is why it was not delivered the same day. He said that I could take the item first and wait for the next one. Then I took it. Until today, the item did not arrive yet and after checking my account order details, it says 2xNutriblast was delivered on August one and from Morganstar Marketing. How could this have happened?.

Reply
Customer care female
Ms. Emy Lim CallsJul 30, 2017

Good day I have an account with Lazada Philippines under my maiden name. Last month I returned a defective item then by July Lazada confirmed it as processed. I am requesting Lazada to approve that my account name and my current full name (married name) is the same since all my valid identifications are already under my current married name so that I can process any refunds or claims. What do you suggest on this case? Can I offset my return to my new orders? Actually I have pending orders, but I kept it on hold due to this. You could reach me thru my mobile number 0920-4998354. I would be looking forward to your immediate response on this matter.

Reply
Customer care male
Mr. Bill Gorman CallsAug 03, 2018

OK, I understand. I came here to post a very reasoned complaint. But here, in your complaint forum, where I type in a box that counts down characters starting at 3000, I type my very reasoned complaint, upload two photos that are not recognized by your form, and upload two images to demonstrate my complaint. I click on "Post Complaint and I am greeted by a message in red saying "only 1000 characters allowed". At this point I realize that Lazada Philippines is administered by a fucking (Is that allowed? It's spelled /spelt correctly) madman. So my complaint has morphed from well-reasoned 3000 characters to less than 1000 characters, calling out your Chief fucking madman Administrator. Try to incorporate world-wide acceptable business practices, so your buyers have a reasonable chance of securing a reasonable merchandise transaction. Want details? Restore my original 3000 character complaint with customer copy. Yours Truly, a very disappointed customer who could have been one of your best.

Reply
Customer care female
Ms. Rhodora Bernabe CallsJul 31, 2018

Ms. Rhodora Bernabe On Phone To Lazada Philippines Service
I received two separate deliveries for same item at the same time. I was forced by courier to pay for both. I want to return item and be reimbursed for 1. It’s jo malone nextarine blossom worth 788 delivered at 97 Chico st project two today July 31.

Reply
Customer care female
Ms. Brenda Dela Rama CallsJul 19, 2017

Ms. Brenda Dela Rama On Phone To Lazada Philippines Service
I've been waiting my refund since May 2017 until now there's no feedback. I already wrote my follow-up letter to refund department, customer service and one mote department for three or more times yet i didn't received any feedback.

Reply
Customer care male
Mr. Jheda J. Sales CallsApr 09, 2018

Mr. Jheda J. Sales On Phone To Lazada Philippines Service
I WAS DISAPPOINTED THAT THE ITEM THAT I PURCHASED IS INCOMPLETE. I HAVE ORDERED ONE USB FLASH DRIVE AND ONE T SHIRT. BUT UNFORTUNATELY THE DELIVERY MAN HANDED ONLY THE USB. IT WAS SO HAPPEN THAT I WAS NOT THE ONE WHO RECEIVED THE SAID ITEM. I AM A CONSISTENT COSTUMER SO KINDLY DELIVER THE ITEM T-SHIRT THAT I ORDERED BECAUSE I HAVE ALREADY PAID IT TO THE DELIVERY MAN. THANK YOU
Jheda J. Sales MY MOBILE NUMBER IS 0921-4454336.

Reply
Customer care male
Mr. Wilner CallsJul 23, 2018

Mr. Wilner On Phone To Lazada Philippines Service
I ordered two items on-line to be paid cash on delivery. I already received one item thru lbc, but the other one haven't receive yet which was shipped thru Ximex delivery express and i kept tracking, but as if it's not moving and the promised delivery was july 17 and it's already july 24. Tried to chat with a live agent here, but no live response maybe it's recording and tried calling the contact number, but no anwer. Thanks.

Reply
Customer care male
Mr. Max Delos Reyes CallsJul 10, 2017

Mr. Max Delos Reyes On Phone To Lazada Philippines Service
YOU EMAIL ME THAT MY ORDER IS ALREADY DELIVERED BUT I DONT HAVE RECEIVE ANY ITEM, PLEASE SETTLE THIS CONCERN OR INVESTIGATE BECAUSE AS OF TODAY I DON'T HAVE RECEIVE OF YOUR DELIVER, THIS IS NOT MY FIRST ORDER AT LAZADA.

Reply
Customer care male
Mr. Ronald Dominic Sebastian CallsJul 03, 2017

Mr. Ronald Dominic Sebastian On Phone To Lazada Philippines Service
Having just lodged one complaint, I am now convinced that there is a huge communication breakdown in Lazada's customer service department, as Brandon told me that the item purchased would be collected from me, while Salve says that I have to return the item to one of your offices. This is certainly going to be a mission for me as I do not know Manila well enough and do not drive, beside bthe additional cost that i will have to inccur to do this. Totally disappointed and will not make any further purchases through Lazada. Thank you.

Reply
Customer care male
Mr. Ronald Dominic Sebastian CallsJul 03, 2017

Mr. Ronald Dominic Sebastian On Phone To Lazada Philippines Service
Someone named Brandon called me last Thursday regarding a purcchase i was not satisfied with and offered to have it picked up for refund. He has not yet contacted me regarding this. The order number for this purchase is 346891697.

Reply
Customer care user complaints