I wish to explain my unhappiness with Lazada's refund procedure.

I bought the product shown in this image. It indicated that I would get 3 bottles of the sanitizer. At the point of purchase, I was not asked to select the type of bottle, so I was misled that the product is for 3 bottles.

The invoice from Lazada also conveyed the same impression.

When the product was delivered, I received only the small bottle of 120 ml. I told the seller that the product that I bought was for 3 bottles.

The seller said that I was mistaken and I had ordered only the small bottle. (I would not pay $16.90 for this bottle, as other suppliers were offering bigger bottles for a lower price).

The seller rejected my request for a refund. The case when to Lazada dispute staff.

The staff asked me to show evidence. I uploaded the order that I have received. (The website had since been changed to indicate a choice of product, but the 120 ml was for a lower price).

Lazada rejected my request for a refund three times. The kept asking for more "evidence". They refused to accept a copy of their own invoice.

I pursued this matter because I felt that the seller was dishonest. I am disappointed with Lazada for taking this stand.

I asked for the matter to be referred to their higher management. There was no reply.

Tan Kin Lian