神樂君
Anything can happen
I walked over to check and was stunned. Surprise! Aren't you surprised? Isn't it unexpected? I was super, super, super stunned. I doubted my eyes and if I had ordered wrong? It's not my first time ordering pet food, but it's the first time I've seen a case of being given the wrong item/placed incorrectly. I talked to the seller and sent pictures, saying I was stunned that I ordered 503 and they gave me a box of masks. Later, I called customer service to inquire. The agent first confirmed my issue and asked me to wait a moment, possibly to check something. After a few seconds, they returned and confirmed with me whether the masks were bagged or boxed, and if they had labels. I said they were boxed and had nothing, just the bare product. They said they would handle it within 3 days and notify me via SMS. When I didn't receive a message by Wednesday, they directly told me to process a return and refund, and informed me that the refund option was 'item not received' (I forgot the exact wording, my memory is bad, but I know the general meaning). They then reconfirmed with me if I had taken the item out. I said yes, it's in my hand. They told me they would open a new locker, C1-01, for me to place the item in. Over the phone, they confirmed with me if the locker was a single compartment. I said it was empty and a single compartment, not connected. So I placed the item inside and closed it, and that was the end of that. Finally, the customer service SOP process is to ask if you have any other services or questions, and then end the call. There's an evaluation to fill out, and that's it for now, waiting for subsequent processing notifications... It's so messed up, all because of Shopee's eco-friendly packaging without boxes. In the past, I even saw shipping labels when I received items. If there's a problem with the product, it's best to contact Shopee customer service first for the clearest and most complete information. Asking the seller, they don't know anything, and once the product is shipped, it's as if it has nothing to do with the seller. This is the experience I've gained from encountering this many times.
2026.10.11 PM 5:12 · View Count 15
Lv.1
菲恩
OMG, I was so excited but ended up getting masks, that's just ridiculous! The customer service process sounds like a real hassle too. Hope the refund goes through smoothly. You really went through a lot dealing with such a screw-up.
Lv.94
minisheep
I'm used to looking for places with people around.
Lv.46
森嵐
Maybe the person stocking the shelves put them in the wrong place? When I picked up my order recently, one slot that was supposed to have two items had three, and another slot that was supposed to have two only had one. At least it was all the stuff I ordered, so I didn't really mind.
Lv.61
IvanChan
Separating orders and items feels like it could easily lead to mistakes.
Lv.34
神樂君
AuthorI bought an eco-friendly, box-free package, and ordered 3 pairs of shorts along with other items. However, only 2 pairs of the shorts arrived. Eventually, Shopee said that one pair was lost in transit. It's ridiculous that just one item was lost; why not all of them? (The items came in a plastic bag, and there was no label with buyer information or anything similar.) After waiting for 3 days, this was the result. That item was initially processed as a partial shipment with partial payment, and after a long time, it was directly moved to the 'lost item' category. I'm speechless! At first, I naturally asked the seller via chat, but their response was that they had shipped it, the problem wasn't with them, and I should contact Shopee. So, the seller requests payment from Shopee, and if the buyer has an issue, they should contact Shopee directly instead of the seller? This implies that the seller believes the responsibility for shipping issues lies with Shopee's logistics and handlers. Are there no rules or regulations for these kinds of mishaps? Allowing these problems to occur repeatedly without making any changes... I can only say that returns and refunds are very convenient, but buyers end up with an empty order. If they give it, they give it; if not, they say it's lost, without suggesting reordering. They make it seem like it's up to you whether to buy or not, giving a 'whatever' attitude. It feels like your order is not important. This is different from physical stores, where they still care about service and customer satisfaction.