Customer Expresses Dismay After Receiving Rock Instead of Laptop
A male customer has expressed his disappointment and frustration after receiving a rock instead of a laptop.
Recently, Nattan Dela Cruz, a Facebook user, shared a frustrating experience of purchasing a laptop online. Instead of receiving the gaming laptop he ordered, worth PHP 47,000, he was shocked to find a rock in the delivery pouch.
The customer ordered a gaming laptop from Lazada on May 7, 2024, expecting its arrival. The package arrived on May 9, 2024, but it was delivered in just a simple pouch. Since Nattan had several orders due to a sale, he did not realize the importance of the delivery method.
When Nattan opened the package, he discovered a rock instead of the laptop. Stunned and dismayed, he immediately began the process of requesting a refund from Lazada. His ordeal with the refund process becomes a nightmare.
Despite providing extensive evidence, including CCTV footage of the delivery, unboxing videos, and detailed pictures, his refund requests were repeatedly rejected by Lazada due to “insufficient evidence.”
On May 10, 2024, he followed up with Lazada, who initially claimed no additional evidence was needed beyond the pictures. On May 11, his refund request was rejected without an option to appeal.
The disappointed netizen provided all the evidence again, including CCTV footage, hoping for a resolution. On May 12-13, continual follow-ups led to more frustration as Lazada repeatedly rejected his requests, maintaining that there was insufficient evidence.
He expressed his disappointment, showing how he had previously trusted Lazada for high-value purchases without issue. However, the process was incredibly stressful, and the responses from Lazada’s customer service agents were dismissive and unhelpful, redirecting him to the “refunds team” without offering real assistance.
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Desperate for a solution, Nattan decided to bring the issue to the Department of Trade and Industry (DTI), hoping for a fair resolution.
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