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  • Lin H
    Long Read, but worth it I promise
    So I've been a customer of Zalora since 2015, and I think the amount I've spent on the platform can add up to more than $1000++ (not much on the scale of things, but still quite an amount). Zalora has great items sold, with a multitude of brands too. After purchasing from Zalora for months and months and months with positive experiences, my firm (one of the largest legal firm in Singapore, no jk) was looking for a gift for one of our esteemed senior partner. Me, being a Zalora fan, recommended we utilised Zalora to buy the item. At $200++, we will have free delivery plus the assurance of 1-3 days of delivery. Of course, just my luck, the first time I'm using this platform to purchase a corporate gift, Zalora let me down.

    1. Purchased the gift on the 28th of December, Thursday. Understand that New Year is around the corner, we will have a long weekend and expected the purchase to reach by the following Tues, or latest Wed.

    2. On the 29th of December 2017, Friday, the app showed that all was clear - the order was received, verification done - and that they had started shipping. Well, this exceeds expectation! If shipping was on the 29th, I was looking forward to receive it by the 2nd, Tuesday. But no.

    3. On the morning of 3rd Jan, Wednesday, I received an sms notification saying that my Zalora package will be reaching me on that day itself. Since it's not a personal purchase, address was to my office. And I waited..and waited.. and waited until 7.30pm. Zalora hotline was obviously closed, so I went home for the day.

    4. On the morning of the 4th, Thursday, I gave Zalora a call again, and one of the staff helped me expedite the delivery. After 4pm, the delivery came. Now the fun begins:

    The packaging was crumpled, and dusty. Almost like it was squished sometime back. Opened up the packaging only to find the box was squashed. Not a single straight edge. Opened up the box to find the actual product.....logo was smudged.


    Zalora is a legit re-seller. I'm buying a branded item off them, and the logo is smudged?

    5. This cannot be. So again, a long process of calling..and calling..and emailing..and emailing the service staff, which brings me to today, the 5th of January, Friday.

    6. After the horror of an item I received, the customer service crew helped me arranged for a one on one exchange. It was supposed to be "high priority". After numerous calls...item is still not here for me to exchange. Now is 4.40pm. Friday. My event is starting in the next hour.

    I'm having an exclusive partners dinner, where we were supposed to present this gift to our SP, I have to go to the event venue, but I'm still in my office waiting for a rider that just never seem to be coming.

    Best thing is, despite all their failed promises this week, Zalora still have the cheek to ask me how I feel about their customer service.

    If someone from Zalora even bother coming to this forum to have a read, I just have one question : why.. why is it when it's an important purchase that you decide to let me down.

    Is Zalora then a blacklisted company for me? Maybe, maybe not. Will I ever use Zalora again? I'll probably delete the app from my life for a while before succumbing back to the platform. But what a sour taste it had left in my mouth.
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