Soufeel Jewellery
Reviews and Complaints

The picture on the necklace I ordered Is all smudged ... I brought this item as a gift for someone losing there loved ones and the picture has smudged. I was just going to return it but I would like this to be resolved before hand. I have used your company a few times and have never experienced a problem like this and normally highly recommend your services to.. I am hoping it's a one off problem and gets resolved ASAP! Please find the attached picture of the smudged picture.
I look forward to hearing back on how this issue will be resolved.
Kind regards
Kelly clark

I received a email to say they will refund me my money of £21 so I excepted but I havent received the money, I would like to know how much longer do I have to wait for it, your quick to take the payment out me bank but ur not quick enough to give me my money back. So I need that money back.

I've ordered a few things from you and never had any problems so I'm very disappointed that I am having problems now.

I ordered a bracelet with a picture of my late dad on it for my mum for Christmas, it arrived today and when I opened it there was no pic, it was like black on one side, when I placed the order u could see the picture of my dads face, it was fine when I place the order, I wouldn't of ordered it if it turned out the way it did, u can't see anything on bracelet, it was alot of money, I've message as soon as it arrived and not heard anything thing back, my dad died suddenly and mum was married to him for 40yrs and there looking into his death so you can imagine the disappointment and upset when I saw it.
I would like my money back and a address to send the bracelet back to you, but I need that money back, I've been scammed before where I had to battle to get my money back I don't want to have to do the same.
Please can you sort this ASAP

Thankyou
Gemma heyes

I ordered this for christmas for my parents and I never even received a confirmation email like they said I would be getting. I also still haven't gotten an email saying it was shipped with tracking and i ordered this 12/5/2019. I'm really unhappy with the service not only do I have no idea where my item is that I bought but they certainly didnt hesitate to take the money right out of my bank account.

I ordered my husband a custom watch with a picture of him and his father who passed away in July. I ordered this product on December 5th. Order Number: [protected]
I got a tracking number on December 10th and it has been in a "On it's way to USPS" ever since. It's been sitting in that status for 6 days and was supposed to be delivered by now. I have gotten no updates and at this point if something doesn't happen soon, it won't be here for Christmas. My husband will be left without a Christmas gift.

Order no. [protected]
The two charms I received don't fit the bracelet, they have a rectangular whole instead of a round one like it showes on your website. Customer service jesse said the heart charm fits on the bracelet and it doesnt! Now shes is saying that I ordered a diferent one.
Either you are ignoring what im saying or I am really dumb!
Both the heart and the paw charm have rectangular entrances, neither of them fit on the bracelet, as you can see from the picture attached! On your website both of the charms have round entrance, no where in the description or the details they have a rectangular entrance or says it doesnt fit the standard charm bracelet! I am sick of this back and forward emails and me having to keep explaining myself while your customer service ignore what I say! I have tried to contact you on facebook weeks ago and got zero reply! I want a complaint raised and either I get what I paid for (two personalised charms with round entrance) or a full refund for both charms! You are inducing customers in error! Either you send me the wrong charms by mistake or you just coning custumers, either way I want it sorted asap!

Please send what I bought or full refund!

My husband ordered a ring for my birthday, he ordered a Q1/2 (needed a Q but this option wasnt available)
When I tried it on it was too small, we went into our town centre to look at getting it resized. The jewellers measured it and it was a very tight P.

So we started talking to Soufeel customer support asking what can be done as they have sent out the wrong size ring.
After many replies and us having to send pictures of the ring and its measurements. They have said that the size is correct it's a US 8 and is apparently what my husband ordered.
When we looked at ordering the ring there were no Number sizes as an option just the UK sizes.
We picked the option of Q1/2 as I knew I was a Q.

They have said that we ordered an 8 which is P ring size.
We are going round in circles as this isn't right. We didnt order a P. (8US like they keep saying)

I am now without a ring which was meant to be from my Daughters for my 30th Birthday.

Their policies clearly states that when the wrong size/item has been sent it is fully covered under the Return/Exchange. However they are not abiding by this. And instead are trying to blame us.

We are constantly being asked the same questions which we have already answered.
We have already said we are happy to send the ring back.
Or for the £25.00 that we were quoted for the ring to be resized.
However we are still being blamed for their mistake. Whether it is human or system.

All we want is for a new ring in the size we ordered or a full refund.

We arent sure what more we can do as not getting anywhere with their customer support.

Many thanks

This is the third time I've contacted the company.
I brought a personalised wallet with a picture of my dad with his great grandsonon it, the image on wallet was nothing like the picture. I would like a refund or a replacement that looks like the image.
My dad is bald and for some strange reason the image on wallet had hair
My e mail is [protected]@googlemail.com please contact me regarding this matter.

My anniversary is coming up so I ordered a cute picture locket necklace for my girlfriend. The delivery took forever! But I did end up getting my product. Once I got my product I tried opening it to see the picture that was supposed to be inside but the necklace doesn't open! I sent in a complaint but have yet to receive a response. I don't want to argue I just want a refund but don't know how to get in contact with a person. I try calling the customer service number but it always says they are not available. Can someone please help me?

I ordered a wallet on 6/9/2019. It's been over 30 days and I still haven't received my order. I checked the tracking and it says the item is still in transit. I spoke with Bonnie and asked for a refund because I'm suppose to have the item by now. I did NOT select "parcel post" so the item shouldn't take over 30 days. Bonnie refused to refund me and simply told me to wait. After reading the reviews, I'm convinced that this place is a scam. Not only do I want my money back, I want social media to prevent this place from promoting their business online. They are scam artists, con artists and thieves!

Ordered this one month ago as a gift and haven't received it or got updated tracking info. I want a refund ASAP please so I can purchase elsewhere. I have email countless times and have only got a response once which said they take 10 days to make order. Absolutely appalling customer service. Very upset and soufeel have ruined my husbands first Father's Day present. Please get back to me ASAP.

So I have had the pleasure of speaking with someone in customer service named Bonnie. I told her that my order had been promised to arrive to me on June 1 and it hadn't moved from the order status "processing" on May 30 so I sent an email and asked for details she was no help and only sent me an invoice to upgrade my shipping. So I did that and I sent it back to her but not my order says it's being modified. Not only am I losing another day for my package to be here but I am also losing money that I work very hard for. I don't know why else to do or who I can talk to that's higher up but I feel like I am being played.

I purchased a charm from Soufeel on 12th May after miscarrying my son. My first time ordering from Soufeel.

After a week and my tracking order still showing as ‘processing', I decided to try to contact Soufeel to see where my order was and why it hadn't gotten any further in its process.

I submitted a ticket on their website (this is a short message/chat in which they guarantee to get back to you in 24-48 hours with a reply, by email if you have exited the chat). So I left a sort message asking what was happening with my order and how far away they thought it might be until making it to me. I also left my contact details and waited, this was on 22nd May (Wednesday).

After not hearing anything from them, no reply, no apology, no reply to even say they had received my ticket and were attempting to find out what was going on. I sent another ticket on the Friday. Again, explaining in more detail this time that it had been 12 days since I placed my order (Friday being the 10th business day of the order) and that I had heard nothing and wanted a reply to find out where my order was and why it was taking so long.

This order is close to my heart, it has the name I called my son, the date and how old he was on the Jewlry. Anyone that has carried a child knows the bond you have with your baby and how utterly heartbreaking it is to lose a baby. I am someone who is very sentimental towards objects of memory, always have been, I love the nostalgia and just remembrance of memories with loved ones when I see a picture or an object! However the process with Soufeel and trying to find out where my order is has quite frankly been upsetting and I am completely in the unknown. I still haven't received word from Soufeel and have no idea as to what is happening with my order.

I would not order from Soufeel again. I'm extremely disappointed in the service which I haven't received and I would recommend if you are ordering jewlry, please go to a better established company if you want to receive the items you order.

Sincerely, a very disappointed customer.

I ordered 3 necklaces on 2/6/2019 and the website very clearly said it would take 7-10 days. The necklaces were gifts that I needed to have by 3/1/2019 so I ordered well within the timeframe.

When I didn't receive them in 7-10 business days, I called and left messages, sent emails and no one has responded. I received an email on 2/25/19 that they will be shipped to New Jersey in 2-4 business days, then another 4-6 business days to receive them. That is well beyond the 7-10 days promised on the website.

Since then I've been calling, leaving messages and emailing with no helpful responses. My special occasion is now ruined because I ordered gifts from a website that said 7-10 days but now we see that is a lie. Nor are they willing to make the situation right by overnighting them or trying to get them to me in time. No one has even mentioned any type of refund. I can't tell you how dissapointed I am because if I had known I wouldn't get the gifts in time, I would have never ordered from Soufeel.

Hi I have called many times regarding my package that I have not received yet. My package order number is [protected]. The Postal Service said that they have sent it back to you guys but I have not received any kind of help in this situation. I have not received a refund and have still been charged for the item. This is very discouraging as a customer, for the customer service is very poor and has not been available at any time to help me. Please contact me back for this was a very expensive item and I would really like some assistance. It is concerning and I am not wanting to buy anything else in the future due to this bad customer service.

I have ordered 2 of the iPhone 6 cases on December 14, 2018 and due to the difficulty of the phone sizes they have its hard to understand what sizes are which. I emailed twice to see if I am able to size it up to an iPhone 6s but they said I wasn't able to due to personal reasons which I believe is stupid and I should be able to return and get the right size if not could I at least get my money back. Because Im not going to buy knew [censored]in cases and waste more money if I was unable to exchange them for the right size and your company just takes the money like nothing like either let me exchange them for the right size or give me my damn money back.

I have emailed numerous times about the fact they sent my order damaged, it looks as though the person making it just couldn't be bothered and sent it as is, half of the image on my charm is broke off and I want a replacement! It is ridiculous the customer service is useless. Will never buy again! Have used business before so they will lose a valued customer I will also tell everyone not to bother using this company as they obviously do not care about their customers.

Orden #[protected] its been about a month. Note able to speak with anyone after numerous attempts and emails sent. I would like my product or a full refund. This IS FRAUD. I DONT HAVE MONEY TO JUST GIVE AWAY!
Im very disappointed because it was a suprise forma my daughter.
Very quick to tale my money bit no further contact IS able to be made to resolver issue.

I ordered a necklace ordered a necklace on soufeel about 3 weeks ago and it still hasn't came they charged the money and I never got it . It told me it would be here in 5-8 business days they charged me for $7.99 for shipping and $1.99 for shipping and insurance and $19.95 for the actual jewelry and I never got what I paid for I check every day on the order number nothing changes and I tried calling various times and they never pick up

High I ordered 18th December and I was told it was being made and being delivered 19th January but now it says order suspended but you have taken the money out my bank ? I didn't want to cancel it but you have and took my money? I'm finding it hard to even speak with some one to resolve this issue can you please contact me ASAP and let me know what's going on as I have had enough frankly