We all know about Zalora and how it's been dubbed as one of the leading e-commerce sites we have in the Philippines. Being a reputable brand, I think it's normal that we expect a lot from it from product quality and customer service, to shipping and delivery. I've been shopping from their site way back in college and that's where I get branded clothes for discounted prices. With me thinking I know Zalora even with my eyes closed, I've come up with a few things I love and hate about the business.
Starting with the good...
They are an authorized dealer of authentic branded pieces. They carry different brands whether luxury or local brands and you can choose from over thousands of items to complete your daily OOTD.
Sales are everywhere. There's always sale going on on top of already discounted items.
They have wide selection of products from fashion to beauty. They do not just sell different fashion finds, they also have accessories, makeup and skincare items which is nice because our skin is the best thing we can wear.
30-days unconditional return and exchange policy. If something does not fit, or you just suddenly had a change of heart, you can simply return an item by dropping it off at any select 2GO or LBC branches or have it picked up from your doorstep. Do take note that this process may take up to a month before you receive your refund. On the brighter side, you can also file for an exchange if you think you just need a better-fitting size.
Swift shipping and handling. Items arrive in good condition, securely-packed and transit time is short. You'll get both text and e-mail notification about the status of your order.
Express/Next Day Shipping has been made available. Zalora had this what you call as Free Express Shipping. Basically, you are entitled for the free next day delivery feature for one full year for only P500. I believe this feature will be automatically added to your cart when shopping and you have the option whether to remove it or not. I took advantage of this last January when they offered full rebate.
***How to take advantage of this? Pay an extra P500 upon checkout and wait for the e-mail 1-2 weeks regarding the status after purchase. Zalora will send you rebate in an increment of two (2) P250 worth of voucher codes that you can use at the webiste with no minimum purchase required.
Different modes of payment available. You can opt to pay through Paypal, credit or debits cards, GCash or even Cash-on-delivery. The choice is yours!
User-friendly website and application. Shopping at Zalora is very smooth. You can filter categories by size, color, brand, price, etc so you won't have to go through thousands of items if you are only looking for a specific product to buy. The only times when troubleshooting is needed is when they are on major sale and the site is crashing like crazy.
Price and availability glitch. I had my worst buyer experience with Zalora. The first time was paying for two (2) Beauty Blenders. Everything was okay until they informed me that only one item has been shipped as they ran out of stock. Also, there was a time when I bought a maroon Nike cap (originally retails at P1,300 on the website) and they had this coupon that entitled buyers to 35% off. Thinking this is a really exclusive deal, I eventually carted the item and paid only P845. Upon receiving the item, I saw the original price tag indicates the item is only P900. Even with the 35% discount, I felt like I was deceived. You can only imagine my frustration. I could have gotten it for a much better deal had it been priced accurately, don't you think?
Poor customer service. Replies from customer service takes time too. Not only particularly to this situation but I had this problem even before. For the scenario mentioned above, I did reach out to them for a resolution. The customer service representative I spoke to said that they would give me a discount code as a compensation for the inconvenience and later on retracted her words, saying that I should just disregard the e-mail sent and that I just had to return the item for refund. Is this how you're supposed to treat a customer? I don't think so.
Does not cater to petite body sizes. Since I have really small body frame, I just hope that they would sell more XXS-XS items since most of the clothes I love from the website have limited size available.
With all these in mind, I can tell that the pros still outweigh the cons so I'm pretty sure I'll still shop at Zalora. I've thought of writing this because right now, I'm eyeing a Nike shoes that I'm planning to buy on payday. :D What's in your recent Zalora haul?
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