Taguig, Philippines
Level 2, Building B7, Bonifacio High Street
N/A
I have reached out to their customer service via email and their responses are so robotic. Recieved a wrong item without any tag or brand or price. Demanding for credit and free shipping on next order since shouldering of another delivery expense is unfair. Customer service is now ignoring my emails. This has been ongoing for 3 weeks more or less. Even their google play reviews are controlled. I cannot see my review on another device/user. Very poor customer service.
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I know every experience varies, and I understand the one-star reviewers. I have been shopping at Zalora for quite a while now, and they haven't disappointed me. Although, Zalora's clothing line is not the best because when the item is received, I noticed that it's a bit off from the photo being advertised. These include the sizing and quality of the material. Hence, it can be improved. Just recently I had an issue with my order because it took forever to arrive, but when I contacted them the response was timely. Along with my order was cashback that took a while to post, and again, they took care of me and responded to my concern promptly. As I have mentioned, Zalora has done me no wrong so I'm giving it a 5-star review. However, I agree with some negative feedback about the need for improvement with their apps. I think a eview\ tab should be added to each item. Also, the communication with the Seller (since we're dealing with a third party) is a MUST and Zalora doesn't offer that option. Otherwise, Lazada, BeautyMNL, etc... are doing great because of the options mentioned they provide.
I have purchased a few clothings on Zalora. Never had any issues except that in person clothes can be a bit off quality-wise and that is really majority of the challenges customers face online because we can't really see it in real time but when it comes to buying clothes online I trust Zalora than Lazada and Shopee. The trick really is, know the material that you are purchasing. If it's cotton, georgette, polyester, rayon, wool, silk etc..it does make a difference. Sizes too can be challenging but just the same measure yourself or better yet make sure you know very well your measurement. It really depends where the item is made from including shoe sizes, it matters. I was a bit wary of trying Zalora. So far I have to say that delivery takes time, it depends where the items are coming from, quality is good. Entrego's service is good. I get to track my shipment and I receive notification as to when I can expect delivery I did a couple of returns and exchange, it was swift. My advice is never pay via credit card. CC payments can be a pain. For me I find it better to pay COD. I was refunded via wallet credit, which is not an issue. The reason why I gave them 3 stars is because I think Zalora still need to make their service better. Sale can be very confusing as there are a number of codes that doesn't help make buying easy.
Not happy with their service when it comes to refund. I've ordered an item last May 31 and until now haven't received it yet I paid for it already through my credit card. I can't even cancel the order as it stated it has been packed. Almost 2 months now and I demanded for a refund but customer service said they contacted the seller and I need to wait for the seller to respond before they can do the refund. If you're a professional online store, you deal with your supplier and not let your client wait until your supplier responds. What if the seller doesn't respond and I think it won't. To all buyers of zalora, don't use credit card but instead use PAYPAL as they will refund your money right away if you show proofs or use COD. Lesson learned.
I’ve done a lot of online shopping and Zalora is the MOST disappointing thus far. The lack of customer service is appalling! Getting in touch with them is extremely difficult! Where else have you seen a website or shopping platform that does not indicate phone numbers??? Complaints are handled by chat box and NO ONE gets back to you! A parcel was routed to an entirely different city. When customer service associates finally reply, they’d tell you different things! One said we will be refunded, while a certain Anne promised to have it re-dispatched! Few days later when I tried replying to the same messenger thread to ask for updates, the message would not send anymore as if it was blocked! HORRIBLE EXPERIENCE! NEVER AGAIN! LAZADA and BEAUTYMNL do it wayyyyyyyyyy better!
The CS agent is very helpful . Thanks for helping me.
Almost a month now but my products are not delivered yet. It's paid! Yu have not been responding to my messages. Been trying to follow up. Refund my money. Your service sucks!!!!!
TRIED MSGING U EVERYWHERE AND YET NO ONE IS REPLYING I HAD A PROBLEM WITH MY RETURN PACKAGE. THIS IS SO FRUSTRATING
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