Souq.com
Reviews and Complaints

We order iphone6 from souq.com as a new phone.
It works for two months, then it has no voice and then not charging.
We contact apple stores we find that this phone is used before in 2015 and renewed and has no warranty, then we visit apple store they search for it in their system they found it was registered as iphone silver color " which was my original order, and what I received was a rose gold one, they said that this phone had changed its back to rose gold one.
They refused to service or maintain it .

I need my refund back and souq took this phone, i used to buy goods from Souq and I was counting that you are a reliable company .

Please look into this problem please .

I placed an order # [protected] for Xbox One Adopter which was supplied me for Xbox 360 and same is mentioned on the Box. Why it was dispatched to me when even it is clearly mentioned on the box.

I placed another order for the same with ID # [protected] from another supplier. Now, this time Souq charged me twice. It means, I paid thrice for one item. I know, I will get this amount in my account of Souq but I should be charged again. Mistake, the another mistake, then it could not be refunded.
Actually the amount should have been transferred to my Credit Card which could not be, as informed by Call Center Agent

This is regarding couple of things, perfume and 2 Jars of Honey, the first one (Perfume) they lied to me when they refuse to take the order from the seller, and I waited couple of weeks and finally they cancelled the order . The second order I waited for 8 days and they told me that order is cancelled because the package is damaged and they had to make a new delivery order and after 4 days they delivered the package but when I opened it, it was the same broken package. I called they delivery boy when he was on the stairs he said I'll come the next day, but he came after 5 days and after several phone calls . He took the package. I contacted souq.com.eg to ask for refund they told me they have to check it out before refunding my money back, but as usual they forgot all about it

Hi
i brought Lg G4H815 on Dec 7th.
The box was unsealed.
after first usage itslf battery draining very fast.
i wanna make sure if its orginal pack as there was no seal on new brand. Battery was not packed and is just placed in box.
pls clarify. And i always wanted new brand items. Now iam facing cahrge problm very much . Cant even use this phin properly as chage drains quikly. pls fix It.
hope u ybderstand ma situaion.

For order #[protected] have requested return of specific items on mobile app and kept waiting for a week. To my surprise return was a learning cancelled automatically on app. I called and initiated again.. but same thing happened 3 more times. I dont know if they still take the return seriously or not... but I got a product which have defect or unfit and i cannot buy new one as the website promises only delivery but not a good after sales service.

Still part of return is not picked and I am frustrated as it's been 3weeks and I dont know how I can trust refund from souq if they are so poor with product return. The pick guys dont even call and cancel the return without confirming if you are not at your location. Who does that kind of atrocity just because you have got money for the order already ?

I wish I had just stuck to noon.com and not tried pathetic souq agter poor encounters previously

Dear Customer, your return shipment [protected] was successfully delivered to the seller. Expect to get the refund within 3-5 business days unless the return request has been rejected.
35.66 AED has been refunded to your Credit Card. It will appear in your financial statement in 5 - 7 business days.
I recieved this message on november 27th
Still not refunded !
I don't have a credit card. How i will receve money?

Main order # [protected], sub order# [protected]
Requested for my preferred delivery address. It was supposed to be delivered to be on 9 th Dec 2018 as per online information. but without my information, they changed the delivery condition as self-collection without my knowledge and when I called, they say it's a system error and they can accept the complaint but they are not ready to change the shipment mode and forcing me to come and collect. Asking me to take the pain for their mistake. This shows they don't care for the customer and also don't take immediate actions on their mistake

POOR SERVICE - HELL WITH SOUQ AND Q EXPRESS courier !

Totally irresponsible ATTITUDE towards a customer

hi,

i already made the full payment through credit card. and still waiting for delivery and getting no reply from souq when i will get the delivery. my Order ID: # [protected], Order Placed on: 20 November 2018. still waiting for delivery . souq has taken the money and as well as my product is not delivered and customer service has no clue for my product delivery status...can anybody can help me out for the same. can i get the higher manager number who can tell me about my product delivery

I placed order# [protected] on Souq UAE for a power bank on 23rd of Nov'18. Delivery rep contacted me on 1st of Dec'18 but i was out of country so i told him to put it in the pick up location at Alqouz & i will pick it when i come back. I was surprised that order was marked as delivered! We called Souq to check where is the current physical location of the order but no clue.

I had ordered iphone x worth 3249 aed on 22nd November by paying the money upfront from my credit card and the delivery was promised before 28th november but suddenly they said that the item is being returned back to the supplier for unforeseen reasons, but untill now the item is somewhere with courier company or may be they lost it, so thsy are not able to deliver back to supplier, and for that stupid reason souq is not releasing my refund, and courier company and souq they are just playing with me and blaming each other,
I have raised complain today in dubai economic department, i hope they will do some strict action.

I ordered a TV from Souq 3 weeks ago. It said that the tv was delivered 10 days ago but it has not been. This is a 43 inch tv which i purchased from the black Friday sale. The customer service team have been awful and no help in following up with the delivery driver. They have not even tried to track the TV and keep closing my complaint. Once again I have complained to them only for me to receive no reply.

I've ordered a shoes 2 weeks ago and for the last week I receive a message saying that I'll receive it today and I never did.
I have been calling the courier every day and every morning they promise to deliver it in 1 hour then when I call back they say it has gone to a different driver .
This is my order number : [protected]
Shipment done through : wings
I would actually never use this website again for any purchases.

This is honestly so unprofessional

My delivery was delayed 9 days from the delivery date

Firstly, The delay has not only
caused inconvenience, it has caused a great loss of money and clients due to my inability to commit to a deadline which was due souq's incompetence and disrespect towards the client needs.

I would like to state some of the details of this order. I have called souq call centre 6 times in 3 days, wasted more than 40 aed of phone credit and over 2 hours of my time on these phone calls only to receive false promises of a delivery within 48 hours and representatives assuring me that a manager will contact me within 24 hours, ofcourse none of this happened.
And when i presented these issues to the representative i was shocked to find out that the manager knows of my issue and is blatantly refusing to talk to me or even give me a minute of his" oh so precious " time.

I do not care what has caused this delay but what i do care about is the fact that i can no longer trust souq with any of my future orders and will no longer be using souq services and will for sure advise everyone i know to do the same. Afterall, souq is not the only online selling platform in the UAE and i am confident other platforms will have a bit more respect towards their clients than souq has.

My order has yet not been delivered. It had to be delivered on the 26th of Nov.
Order number [protected]
Tracking number [protected].
Please ensure delivery asap as these are required urgently.
Please let us know the realtime delivery dates so we can reconsider our orders.
Also please let me know if you deliver all over the U.A.E. even in the western region and how much time would it take to deliver to the western region.

My refund has not been sent back on my credit card
If this is not completed by tmrw I will report this to consumer service comparing centre.

It's been over 10 days and my shipment seems to be lost worth 600-700 dhs and no signs of any manager coming in to explaining any problem

It been over 10 days no response has been given via email or by phone call

Dear Sir

Souq is such great platform form for online buying and happy to continue as your valid customer
But the delivery department Q EXPRESS service is much worst
They don't follow SOUQ standard delivery schedule but do the delivery as they wich

Take the example of this order - [protected] ordered in 24/11/2018 souq promised delivery schedule was 27/11/2018 later extended it in 29/11/2018,
Now in 01/12/2019, I called customer service, still, they are not sure that when can they deliver it and we cancelled this order

So please don't damage the reputation of Souq by carrying such worst delivery department
Kindly advice Q express to strictly follow souq standard delivery schedule .
In case due to a high volume of order, if the delivery will be delayed, please give us proper delivery days information when we place an order

Kind regards
Majeed
[protected]

I have ordered around 5 items Order No#[protected] in Souq on 23rd NOV and the delivery has been assured on 27th NOV. I didn't get the shipment till today. As per the tracking details, the delivery date is still showing as 27th Nov.
I have raised the complaint before Ticket Received - [#[protected]] but further there is no response.
Please do deliver the iteams on time as we are ordering the iteams for our day to day uses not for future .

It's been 2 weeks now since I keep requesting to refund the item I purchased on souq. I keep getting massages on my phone that the driver is on his way but no one comes. When I call the call centre number they say that the driver tried to reach me but I was not reachable, so the order was cancelled. I am very much reachable. Regularly checking my phone and waiting for some one to come for the pickup. I made 3 purchases this month all got delivered. How come delivery boys could reach me but not the pick up boy.
Even today I got two massages stating that the driver is on his way. Last massage was at 21: 40 hours. Here it is close to midnight now where is the driver. Wasted my whole day waiting for him.
I know when I call the customer care tomorrow, their reply would be driver tried to reach you but you were not available.

I've ordered a pair of sunglasses from souq and the delivery itself was very late. The ordered pair doesn't fit me well and of low quality. I've raised a return request and has been waiting since long time to get the product. I called them daily and the customer care ex says it will be picked up next day but nothing happens. I'm tired of this. I've ordered other products also which are not yet shipped and it already crossed the delivery date. Pathetic service from souq. Noon was way better and had good service. Souq is losing it's credibility big time and spoiling the brand image of amazon.
Ray ban sunglasses-Order No. [protected]
Other products which are not yet delivered- Order #[protected]

I called just minutes back to know what is the reason why that their courier didn't come yesterday to collect the items that I requested for a return knowing that I received SMS for 2 times confirming that courier will come. Unfortunately courier didn't come yesterday and early this morning I received SMS that courier will come but at this point in time no one came. I received 2 SMS from them today. Since I didn't receive any call from the courier I decided to call the qexpress customer service. To my surprise the representative on the other line is VERY UNPROFESSIONAL! She talked to me as if she doesn't care about the reason why I made a call. She answered my queries in a VERY SARCASTIC WAY! Souq is good online shopping site but it your courier services or customer service representatives are SOOOO BAD then some things will be turn as a mess!

So bad and dis appointed with the QEXPRESS Customer Service !