Lazada was accused of a virtual promotion, refusing to pay guests a Huawei Watch 2 6Gb watch worth 6.4 million dong

Recently, ICTnews received a complaint from Mr. NQC in District 2, Ho Chi Minh City that he ordered through Lazada Huawei Mate 20 phone with Huawei Watch 2 watch, but when receiving the goods, Lazada did not deliver the promotion as a 6.4 million smart watch. He made a complaint, but Lazada only agreed to give a voucher of VND 100,000, VND 500,000 to buy goods, not promotion goods as for sale.

Photos of orders that Mr. NQC has ordered.

Specifically, according to the information and photos that Mr. NQC provided to ICTnews, he ordered 225255441753603 on August 8, 2019, the order was a phone “Huawei Mate 20 gave Huawei Watch 2 watch 6GB RAM. 128GB ROM 24MP set of 3 Camera Leica “with a promotion price and a gift of 9,960,900 VND. On August 9, 2019, he received the goods, outside the package, clearly stating that the sender is from Lazada Vietnam, the name of the goods The phone and promotion watch were on the label, but when he opened the box, there was no promotion bonus, a 6GB Huawei Watch 2 watch worth 6.4 million. Contact Lazada’s customer service department, he was advised by the consultant “I temporarily receive the goods and do not use within 48 hours for your side to check and confirm again.” But after 48 hours, NQC n system several times through the customer care call center that nobody solved. Then he used the phone always can not wait for more.

Until August 13, 2019, a representative of Lazada called him to announce: “The product does not have a promotional product included and offers to give Voucher 100,000 VND” but he did not agree. On August 15, 2019, Lazada will send a confirmation email of the non-delivery promotion and offer to give Voucher VND 500,000 or he can return the goods (with the condition that the goods must be 100% new, but the phone I used it, so I can’t return. Disagreeing with Lazada’s virtual promotion, he complained to ICTnews asking Lazada to fulfill his commitment to customers to return him the promotion watch as the order that he ordered successfully.

Orders without promotions included as for sale.

After receiving the complaint, ICTnews contacted the media representatives of both Lazada and Huawei Vietnam to have a satisfactory explanation to the customer.

Representatives of Huawei Vietnam confirmed that Huawei has implemented promotions to buy phones “Huawei Mate 20 get Huawei Watch 2 watch 6GB RAM 128GB ROM 24MP set of 3 Camera Leica” on all sales channels. Huawei has delivered enough sales promotions for sales channels to give to customers. Lazada is a sales channel like Mobile World, or another supermarket or store.

Regarding the case that Mr. NQC reflected to ICTnews, Huawei representative said: “Will contact Lazada to find out the reason why the promotion is not delivered to customers.”

As for Lazada’s media representative also told ICTnews, after receiving feedback from ICTnews, Lazada proposed a solution that is not to return customers the promotional watches, but will contact customers to reclaim the products. The product was purchased and refunded to the customer, even if the customer already uses the phone.

Also according to Lazada, the customer orders but does not receive promotions is due to the display error of the system. Due to customer dissatisfaction, Lazada handled it by taking back the product and refunding the customer.

Chat conversation between customer service staff of Lazada and Mr. NQC