Souq.com
Reviews and Complaints

I would like to write a complaint regarding my order . It was placed november 30, 2016 and expected to be delivered after 5 business days .i kept on tracking my order and it would be ship trough aramex company (tracking number: [protected]). I recieved SMS last dec 5 and fill up necessary information for the delivery schedule.( december 7, 2016 anytime) im expecting about it but so dissapointing the delivery scheduled was changed to 11/12/16 without prior noticed even SMS or email.so i dont have a choice to wait a couple of days again until now its really frustrating 13/12/16 but my order is not yet delivered. My other order that was placed starting december i received already but why my first order is not yet here!? Please do action about it .thank you

I placed an order in souq last December 3 with shipment number [protected] and it was delivered to my place on December 6.
I found out thet the item is not working so i contacted the costumer service and the seller emailed me that i need to safety unlock the blender before using it but there is no such thing as safety unlock in the item and there is nothing written on the manual about how to safety unlock. So since the blender is not working i want a refund and return the item

Be aware!

Never buy anything from souq
Authenticity issue
Perfumes are already opened
My 7 i teams are still pending, they already deducted money from my credit card but about delivery God knows better! More than 50 emails and calls since last 3 weeks, every time due to high demand your requested material is not available with the seller.

I requested many times to talk to supervisor and manager, they replied with 24 hours you will receive response but 24 hours didn't passed even after passing 2 weeks.

VERY POOR SERVICE AND NOT CAPABALE TO FULFILL CLINET REQUIREMENTS.

I APPRECIATE AMAZON EBAY SERVICES, WHENEVER I PURCHASED ANYTHING 100% COMMITED.

THIS WAS MY FIRST AND LAST CHANCE WITH SOUQ.

I ordered order from souq at 21 nov., recerived 1 item out of 3 after 4 days, courier came with 2nd item wrong (2 instead of 1 bean bag) I asked him to back with it as I ordered only one not two & communicate customer service immediately about the case & representitive told me she will activate my order to receive it right, wait 4 days & didn't receive anything, called again, reply was we will return money in your account to can order it again for you, wait 3 days again & called again, reply was we have no idea regarding that, I will order it now for you & will follow up with you on daily basis, no follow up, lying all the time, no communication, I did complaint & call everyday then I received mail that ticket closed as problem solved although no problem solved, then I received 2nd thing in order after 2 weeks from order & third thing was confirmed to receive it thursday 8 dec, I didn't so, I called again, reply was sorry saturday 10 dec isa is last due date, but as usual fake reply & I didn't receive, called again, reply was sorry you have to order it again & pay on delivery or through online payment (Although I alrady paid online before), she told me we will cancel it & you have to order again, after calling daily from 24 nov. Till 11 dec & paid all money in advance, I got the reply that we will cancel & you have to order & pay again, really shocked from disrespect of customers & lying on them on daily basis
I will not try to deal with you again but I need plz my stuff today as confirmation from you that it will be the last due date

My order is missing by souq.com from 24-11-2016 and delaying my refund process.

Order no : [protected]
Purchase: [protected].00Am
Cancelled: 23-11-2016 9.00 Am (within 12 hours)
I am really upset with your process on my order no. : [protected]. I cancelled my transaction within 12 hours of purchase. Unnecessarily you shipped item to your Alquoz Store.
Today almost two weeks are passed but item is still with Souq.com Alquoz Store. Yet not returned to seller. Yet not received refund.
If item is lost by your store, i know still souq.com will take responsibility and souq.com will arrange refund. But I have to bear your internal investigation process time. Why I should bear such your internal delay when i cancelled my item immediately

I have ordered for a phone on 3rd Dec 2016, the device has still not come to my doorstep. I had received a message from souq stating that the device will be delivered on 8th Dec 2016, but the device is still not received. The phone is made in china and in the time taken by souq to deliver the device, I could have gone china, bought the phone from there and traveled back. I don't understand why we (customers) have to pay for the deliver charges if the company responsible takes their own sweet time to deliver the item. Neither do I understand their way of conducting business. Businesses gain good popularity through satisfied customers not by making the customers regret their choice. If souq.com is to ever see this complaint, I urge you to speed up the process of delivery of goods to customers and also request you to stop trying to fool customers.

5 Ticket #
[protected]
[protected]
10's of phone calls
and uncountable email

and still this multi million company can't deliver my phone

they give me wrong tracking number

they claim I refused to receive the phone which was a total lie because they sent the phone to a different city

and still I can't give me true honest professional;
explanation

Promises and lies and they automated the ticket system to close it after 48hrs regardless if it is solved
Total unprofessional of handling and people are trained to repeat the same sentence and they don't read email

Louai Masoud
[protected]

I had ordered for 6 products through souq.com [white Friday sale], which has led to a nightmare.

I received 5 of my products from the re's al Thor collection point on 05.12.2016 I.e. as per my request where i was confirmed on all 6 products being ready to be collected when i called them up.

However, i requested the Ras Al Khor collection point to deliver the missing item to the Karama center collection point as the same is more convenient where i was told call up souq and they shall do the needful.

Hence, i rang up and asked for the same just as i left where was offered a free delivery to my office location to which i accepted.
Though on not hearing from them i followed up on the 07.12.2016 to my surprise being told its ready for collection at the Ras Al Khor point i stated to them the offer given to which i agreed the agent said let me check and confirmed oh yes! it is stated and shall be delivered to you tomorrow i.e. 08.12.2016. On not receiving the product until afternoon i called back to get the same response its ready for collection, where i repeated myself over agian and the agent Miray did not want to understand the situation and was going on repeating her to have it collected and indirectly blaming me for not undertsanding when requested to be connected to the manager i was given excuses.
After a while i ring up again to speak to Eshtakab [i assume] who again did not will to understand and mentioned to me any such offer by their agent is not mentioned under my shipment, though accepted to transfer to the manager though hanged up the call.

Eventually i have not received my product and am going in circles with these agents, which clearly

Date of order: 28-11-2016
Delivery date as per Souq message: 30-11-2016
Shipment# [protected]
Mobile# [protected]
Description: I have placed an order on 28th of November, 16 and I have received a mobile message that the shipment is out for delivery on 30th of November, 16 at 03:00 pm so please be available at the delivery address. I did waited that day till 06:00 pm at work and I left the money with the security to pay for it if it came while I am not there. Thursday I brought birthday cake to celebrate the colleague's birthday expecting that the bean bag is already here. I was so disappointed that nothing was delivered. I called Souq.com and they said sorry for the message but the order can be delivered maximum up to Monday 5th of December, 16. I called the shipment company and they said they will deliver it on Monday between 10:00 am to 01:00 pm so I brought again a cake to make a surprise party with the gift. Nothing again was delivered.
I called Souq again on Tuesday, they said they will contact the shipment agent to deliver it today then the shipment agent called me to inform me that the delivery agent will contact me in 48 Hrs to deliver it. I was so angry and I requested an immediate delivery on Tuesday maximum by 04:00 pm and they said they will contact me again and as expected they did not.
Today, I called souq again to complain about it and they said we will contact the shipment agent and feed you back and this is the best we can do.
Is this the way customer care should react ? If i were in charge of this customer care I would make sure that the shipment is there on Monday and send an apology's note. unfortunately, you have the worst service ever.

Desirable resolution: I want the gift and two birthday cakes with an apology note.

Thank you for ruining the birthday twice.
BR,
Walaa

I placed my order for 5 (Classic black by jaguar for men - eau de toilette, 100ml) on 23rd of november. Until now I didn't received my package. They replied to my complain but took no real action.

I requested to cancel my order to refund my money. But instead of canceling my order and refunding the my money they replied.

— dear valued customer,
Thank you for contacting souq.com customer services team.

We apologize for the delay delivery, shipment was received by dhl
We will send them a request to speed up the delivery
Also you can contact with them on [protected] or +[protected] to arrange for delivery
Thank you for using souq.com

Mohamed haroon
Customer service agent
Souq.com – saudi arabia (Ksa)
Tel : [protected]
On thu, 1 dec at 10:24 am, *** wrote:
Hi,

I am very disappointed due to delay of shipment and poor customer service. Please cancel my order and refund me the money.

Order number: [protected]

Regards—

Dear Sirs,

Since several months, May-June, I bought from this website a smartphone Moto X play dual sim, but both sim cards didn't work. So, I asked for return, but you returned it back to me saying that it's an usage abuse, although I didn't use it! And I tried to call you to explain this and it was so bad and unprofessional service, too many calls and each one has a totally different reasons to explain why you returned it back to me. It would be better to tell me that something is not working and offering repair it even paid, cause you know well that Motorola doesn't have an official office here in Egypt.

I'm still have the phone, not repaired. I'm not satisfied at all about the service after Buying, and Sadly it's hardly to buy something from you agin or recommed you as a trusted seller.

Mina

I purchased iphone 7 through Souq Saudi Arabia and received my phone via DHL on 01 Dec. Shockingly there was no Sim Ejection PIN inside and when I managed to open the tray, it already had a SIM inside. What is going on? I paid SAR 2, 999 for a new phone not a Used one! Please replace this with a new one or refund my money immediately...!

[protected]@hotmail.com
Phine: [protected]

They sent me a totally different model and they do not want to refund the difference in costs.

very irresponsible in selecting their sellers.
the seller i got it from is named Tech-Land

i ll never buy from them again

From: souq.com
Sent: Wednesday, November 30, 2016 9:23 PM
To: [protected]@hotmail.com
Subject: Re: [#7283295]

Hello Mr Ahmed
Please be informed that the seller tell us this model is the same model and the same price so if you note need it we can return it

If there’s anything else we can do, let us know and we’ll be happy to help.
Thank you,

On Wed, 30 Nov at 1:08 PM, Ahd_shawki wrote:
Kindly be informed that I attached the picture of the home theater I received from you with the raised ticket
And the picture defines well that the model I asked for is totally different and much expensive
The seller is either not professional or Souq does not refine the sellers selection
Kindly revise with your supervisor the subject of refunding the price difference on my credit card or giving me free shopping voucher from Souq with the price difference as a final act of proving Souq reliability and customer care.
--
Best regards,
Ahmed Shawky
Automation Engineer

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Wednesday, 30 November 2016, 10:47AM +02:00 from souq.com [protected]@souq.freshdesk.com:

Hello Mr Ahmed
Please be informed that the seller tell us this model is the same model and the same price so if you note need it we can return it

If there’s anything else we can do, let us know and we’ll be happy to help.
Thank you,

------------------------------------------------------------------------------------------------
On Wed, 30 Nov at 12:25 PM, Ahd_shawki wrote:
Dear support team,
Kindly be informed that I did not get any feed back regarding my ticket.
Thank you very much
--
Best regards,
Ahmed Shawky
Automation Engineer

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Friday, 25 November 2016, 10:16PM +02:00 from souq.com [protected]@souq.freshdesk.com:

Hello Mr Ahmed
we will check and feedback you again

If there’s anything else we can do, let us know and we’ll be happy to help.
Thank you,
------------------------------------------------------------------------------------------------
On Fri, 25 Nov at 3:22 PM, Ahd_shawki wrote:
Kindly be informed that I do not want to return the package
It is a downgrade model that the one I previously requested
I only want the price difference to be refunded
I sent u a price screen shot of the item I got by mistake in your market
And u got my payment slip
So kindly refund the difference
Or even give me free shopping fron ur market within the requested refund
--
Best regards,
Ahmed Shawky
Automation Engineer

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Friday, 25 November 2016, 00:49PM +02:00 from souq.com [protected]@souq.freshdesk.com:

Hello Mr Ahmed
we received your complaint on (25/11/2016) about the item

Please be informed that We have initiated a return request for your items
Please ensure that the item is placed in the original box and the respective return Airway Bill is
attached prior handing it over to our courier personnel.
All items (including any accessories) must be returned, to enable us to process the refund.
Once received, the payment will be processed for refund.

If there’s anything else we can do, let us know and we’ll be happy to help.
Thank you,

I have placed my order no. [protected] on 24 nov 2016. My delivery date was on 28 nov 2016.I have almost called more than 30 times to souq but all in vein and fruitless, very bad customer service. Several promises and confirmation that the item will be delivered and someone from escalation team will call me but nobody from souq have the courtesy to call. Yesterday I happened to call ur floor manger and after his promise the item will be delivered today but still I have not recieved it yet and status is same as day 1 when I placed the order. I am very disappointed by this attitude of souq because you take money instantly from the customer and don't bother to deliver goods and nether anyone in souq will able to tell u regarding when you will recive the goods

My Order placed on: 24 Nov
Order ID: #[protected].
I never faced such an irresponsible service from any online stores.I took off from duty and sitting at home for the delivery because I received email saying that the item is delivering yesterday.Today I received a foolish email says that the delivery date is not yet confirmed.Do you people think that we are fools for paying extra for delivery in this kind.I repeat I never had such a bad service and you guys don't give importance to customer

I ordered online for some products on Black fridays deals and pay through my Credit Card, after that i keep followup with them on ragular basis for delivery of my order, Order date was: 24-11-16 and delivery in suppose to be on 2-11-16, I recieved few items on 26, 27 and 29, rest two orders containing many things is not received yet. Their customer service staff is so rude and not able to handle customer in a right way, they only apology for delay and say it is not possible, when I make complain on Phone thrice, they told that you will be contacted soon by your our representatives but no body call me yet and they always push me to cancel the order to get your amount back.
and saying item is not available with our seller and we are follwing with Seller, my question is If Souq do not have something to sell then how they put it on their website to sell? Its fraud.

Kindly take measures to handover my ordered items to me as soon as possible. Order No: [protected]/[protected].

Regards

I had a terrible experience with this company and they gave me nothing but headache. Ordered a pair of heels from Souq and received the wrong size.
And also I was not satisfied with the quality so I decided to return them for a refund. When I contacted customer service they refused to give me a return label and I had to ship them back at my own expense!
Return process was a real nightmare!

Dear Souq,
I am a loyal customer for souq for the past 3 years, i was always satisfied by the quality of service i am getting from you till i purchased this item with damage protection plan, the conditions of the insurance and protection was never sent, was only available on the website
few weeks after purchase the phone screen was broken accidentally and here only the suffering started, the process is taking so long to pick up and return, long story short i got the phone fixed screen replaced, i didn't doubt the quality of the service and started using the phone normally
two weeks ago without any accidents or physical impact the screen was separated from the body from one side, as clear in the pic, i placed a return ticket, as usual it took them 4 days to pick it
after picking up i got a message that it is rejected by warranty and another message that the returned shipment was accepted for refund which was not true and very confusing, after several phone calls with the customer care i understood it was rejected by apple warranty then it should be sent to another technical personnel (help bit), the customer service representative informed me that i can't use the insurance policy for the same problem twice (broken screen), he said they received an email about it, then he said he was unsure if it applies to me or not since this rule maybe was applied after the date of my purchase, since the terms and conditions were never emailed i was never sure if it was the same on the site or it was modified later, anyway the customer service representative words raise lots of question marks for me
soon after this phone call i received another call from helpbit stating that the screen was broken and that i should pay 550 AED for repair, i went there, raised my doubts about the policy, they said they will check and come back to me
after the promised fixing it with discount after listening to the phone call they came back to me and said they will only fix it for the 550 AED
i requested the phone in the same condition i handed it over to them and i got it back
now the important part, i took the phone to a service center i deal with in JLT (celmetro)
they confirmed two things, first the screen on the phone is a cheap low copy not original (replaced under souq warranty in may [protected]),
the second thing is that the reason for the defect now is the low quality of the screen which is not 100% compatible with the phone, it may get separated again from the phone chassis depending on the quality of the glue

i lost any confidence in the quality of the products you are selling and in your promises and customer service and after sales quality

2 weeks ago l was bought one nokia 6131 via souq online within 3 days they given me the item which was not good so l returned the very next day the man from souq came and took it, untill now they did not give my refund, this is my order id [#7189529] Order ID: [protected] also whenever l am asking they are simply sending same message that they will call shortly but till now no action kindly consider me and take my request as needful

Order [protected] was received today and it was completely wrong item. already requested for return. just now i had placed a new order for the same shoes with id [protected]. please do not send me wrong item again and i really need this shoes by 26th nov!