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Customer service is practically non-existent—don’t waste your time. I lodged a case on 12 Feb 2025 over a missing in-game bonus. As of 26 Feb 2025, it’s still unresolved.

Agents keep giving the same template responses without reading the full case—just the headers.
They repeatedly ask for information I’ve already provided.
At the end of each chat, they claim to have escalated my case, saying it will take 1-4 days.
Instead of addressing my latest query, they send another template response, then extend the resolution time by another 1-4 days when I follow up.
A common delay tactic is ignoring questions until the system auto-closes the case—some agents even close it themselves before resolving the issue.

There’s no way to escalate complaints to supervisors or managers since you can only contact them through customer service.

The app’s poor user experience, unclear promo T&Cs, and terrible support are overlooked because of the low prices. Buy at your own risk.

The customer service is purely for show. They don’t bother to read the case log and repeatedly send template responses, regardless of what you tell them. To make matters worse, they close your case before it’s resolved or before you even have a chance to respond. Every time you reply to their questions, they extend the case by another 2–4 days. And when they have no real answer, their go-to tactic is simply to end the chat.

The platform isn’t very transparent with their billing. The total price at the preview page is very different after you click Checkout. Sometimes shipping and/or vouchers discounts will be removed at Checkout, so pay attention. The explanation they gave was voucher T&C.

Then why was I able to apply the voucher to the product in the first place? If it’s not a valid voucher, I shouldn’t be able to use it. This is definitely a platform issue. They designed it so you think you are getting all the discounts but when you checkout it’s a different story. This is classic bait-and-switch and it should be illegal.

Pay extra attention to the price breakdowns when you shop at Shopee.

Another issue is they partner with unprofessional courier service (SPX Express). Some of the couriers dispatchers don’t call when delivering even after being instructed to. Some just leave your package outside for all to see and don’t bother attempting second or third deliveries like other couriers do. Good luck if you lose the package because the dispatcher will just take a photo of the package and deemed it delivered.