Souq.com
Reviews and Complaints

Dear Souq,

I have a few comments that I have to say about the weak shipping companies that you work with.
About a week ago, my son ordered from the app and used the (same day delivery) option to receive it the same day. He did not get any call but your tracking system said that it is out for delivery, he didn't receive anything. He contacted the courier (WING) and told them that he wouldn't pay extra for the shipping, keep in mind the item is free shipping and cash on delivery.
The courier gladly said that I wouldn't pay extra for same day delivery.
When the driver came he asked extra money for the same day delivery and I rejected the order and didn't take the package.
After a week, I ordered the same item that he wanted and used my credit card instead. The app said that I will get it on the next day, and it said "your order is out for delivery", but I didn't get anything. I contacted the courier and they told me the driver will deliver until 11 PM, and if I didn't receive i will receive the next day.
I have no problems waiting and being patient but I don't expect this from a big company like you Souq.com ( Amazon!).
I would like to mention that your old courier (QEXPRESS) has a much better service than (WING) and they deliver on the same day or earlier.
My regards,

Hi,
Greetings. In all my years with Amazon I've experienced nothing but exemplary customer service, which made me to come back to it again and again.
However with the same trust and confidence I did a transaction with Amazon's SOUQ.COM. I had chosen Souq.com because it proudly displays, "An Amazon Company"
On 28th April'18, I placed my Order # [protected], for Google Pixel 2 XL. I received my order on 2nd May but due to certain circumstances I had to return it after a week. The seal was NEVER BROKEN or OPENED. The site promises a refund within 5 days. However, now it's more than a month & I'm still sitting with fingers crossed. Numerous requests have been made. (Request numbers, 1315 0611, 1317 9765, 1322 3931, 1328 0985 etc.etc.) and I'm not yet refunded. I spoke several times to the customer service personnel & I was told that one of the managers would be contacting me soon and they are working on the refund. Unfortunately, till date none has contacted me. I curse myself for trusting and dealing with them. Everyday is a nightmare with no response from them.
Amazon.com being a parent company, should take the responsibility and refund my amount of 292 Bahrain Dinars (close to $770). Please guide.

Looking earnestly to hear from you. Thanks.

I ordered a Samsung Printer catridge scx 4521D3, but received entirely different model. I registered a complaint with souq.com for return this item, as per their advice, contacted with their courier team, qexpress Logistics, even after 10 days, item is not collected.

After 15 days, I cannot claim a refund, they are may be waiting to pass the stipulated time period to save the suppliers interest by neglecting their customers.

I never buy any items via souq.com

1 - my first order was placed on 16 june 2018 for 3 items (2 shoe racks + 1 shelve) with order id [protected]. Status said it was picked up from the seller on 17 june and would soon be delivered. I waited and waited despite of the status saying arriving today which is 22 june I still waiting since anyhow it intially mentioned delivery will be on the 24 june. And, nothing arrived. At all.
2 - my next order then was made on 19 june for 2 items (shelve+cabinet) order id [protected]. The same, even if the status said it was ready for delivery since 21 june, I waited and nothing delivered.
3 - another order placed on the same day, 19 june, different transaction. I ordered a cabinet along with another item with order id [protected]. Item picked up from seller on the 20 june and yes, I also wait till the 24 june hoping it will be delivered with my other orders.
Then came 25 june, 26 june and there was nothing! No delivery at all!
I first called qexpress since they are the courier partner of souq. What a bunch of liars! The first excuse they gave was the delivery was schedule but I was unreachable! I immediately knew they are making excuse because the day that they claim is the same day another item from my 3rd order was delivered! And when they got caught, they claim to arrange it asap.
Then, I got a call from qexpress on wednesday, 27 june saying they can only deliver all the items - all the items - on friday, 29 june or after which is saturday, 30 june. The dates came from them. The qexpress agents told me they will deliver on that date.
And, friday the 29 june came - no delivery! No call! Nothing!
I called them at 1pm and the agent told me to wait since it is already dispatched so a delivery person will call me. At 5pm, I called them again and guess what?!?!?! The agent of qexpress, joanne said they cannot deliver anymore as per their delivery team. Reason? Nothing! No reason at all! Imagine those lies!
I still called up souq the next day hoping they can do something. The agent told me, they will have the delivery arranged at the earliest! Goodness! These people do not talk among themselves!
Now, I think it's about time for me to give up.
So souq, make sure that you refund my full payment in cash back to my bank account. Make sure to have it credited to my debit card and not to my souq account because I do not plan to order anything from you!
Oh, and I am only one of 5 people from our office scammed by these souq and qexpress!

This is with reference to my Order # [protected] for Google Pixel 2 XL & Request numbers, 1315 0611, 1317 9765, 1322 3931, 1328 0985. Please note that it's more than a month and I'm not yet refunded. On 24th June'18 I spoke to the customer service personnel & I was told that one of the managers would be contacting me soon and they are working on the refund. Unfortunately till date none has contacted me & the refund too is not done.
I trusted souq for 2 reasons:
i) It's an Amazon company. My experience with Amazon U.S., Amazon India & Amazon U.K. has been nothing but exemplary.
ii) UAE being a highly regulated country, I was naive to think everything would go in a flow.
Only now I realise how pathetic Souq's customer care is. Their delivery is good, no doubt. However the darker side emerges only when there is a refund or any such issue. Then you are simply left in the dark, with no support.

I order jbl charge 3 but they gave me jbl extreme which is fake as well.The express who made it is q express. It is not acceptable and very dissappointed about the service.I wait for a weeks then this is what happened.Worst experience ever. I want to return this item as well. ID:1053021479212 delivered date is june 26, 2018. I dont know to whom i can contact to return it. Hoping i can return it.

We purchased a garden clock two weeks a ago with the above reference numbers. The item was delivered damaged and despite daily follow ups we have yet to have our refund and the item is lying at our house for collection. Your after sales Service is lousy and I shall be complaining to the customer protection department to have your license in UAE cancelled. You have no business to be in business

Order number#[protected]
Order Date 02/03/2016
Apple Iphone 6S, 16GB, 4G LTE Silver
SR#[protected]
Amt Aed 2215
Seller: dod_uae
Safdar Hussain

My iPhone got activation locked, unfortunately, I don't remember apple ID & Password. also, don't remember security questions. In this case apple support team need original invoice documentation given by Apple to reseller to unlock the device.
Apple Sr. Desk support manager has refused souq.com invoice as that document not matched with original invoice given by Apple to the reseller. later souq customer care refused to give me original invoice due to confidentiality.
Many times I have requested souq customer care to provide me that documents or send it to apple support directly in order to verify device but so far no response.

souq reference number [protected]

I purchased a mobile phone from souq.com on 13.06.18 delivery dates been as 17.06.18-19.06.18 as of deadlines I have contacted Q express service for what I got an answer "will be delivered tomorrow" same on 20, 21 of June. On 21 I spoke to Mohammed supervisor of CS and been promised same day from 1 pm to 5 pm. When I called got answer on 23.06.18 today on 23.06.18 I made a call and same answer was waiting for me. The present was ordered for a birthday which has passed by 5 days and I'm totally not needed this gift anymore.
Zero service, empty promises and zero actions been taken. The worst service I've ever faced.

Ordered an item on 5th june, received item on 13th june. Item was not suitable therefore called souq.com on 14th june to arrange returning item. Was informed that system was down and could not process as system had not updated. Called on 18th, 20th and 21st to be promised by julietto, marwa, mohammed and ahmed that a manager would call. No call. Disgusted and really disappointed with the level of customer care from souq.com. They claim to be ‘hassle free returns' however this company is the worst i've ever dealt with. I wont be purchasing from souq.com again.

I purchased an air conditioner of 1.5 Hp and the installation fees was included (as attached photo-screenshot) in the offer.
after delivering paying all price and shipping fees, they told me that there is a problem that the installation is not included and there is a mistake on the offer. I issued a complain and no response!
Is that accepted?
Details:
Complain Ticket Number: [protected]
Customer Number: 8822827
Order ID: 4098061740672
Item ID: 2724451794391

I purchased the product from souq.com on 21st may be an amount of 299 aed at the time of payment website got error and charged twice. I raised the complaint on 22nd may and followup till now 21 st june but no response, eery time I called the customer service they given ticket no but no one is followup on the ticket simply create the ticket on every time I called the customer service and told will forward to concern team, but no one give the solution yet, really I fed up with souq and I never expect from the souq like a cheap third class experience. Below are the ticket details for one complaint they given 5 ticket but nothing is resolved for one month,

Ticket no ;
1, #[protected]
2, #[protected]
3, #[protected]
4, #[protected]
5, #[protected]

yesterday i purchased perfume via souq and paid for the extra service to deliver the product in the same day since i am traveling today. I called souq 3 times yesterday to check on the product since it was not received, and the reply was "don't worry the product will reach same day since you have paid for this service". Yet until now, which is the second day i haven't received the product. This is a very bad customer service and it's as if robbing the client and making him believe that paying for the extra service to receive the products the same day will happen! i am highly disappointed for not receiving the service which i have paid for! that's a shame

I am having the worst ever online shopping experience with Souq.com. I trusted souq because of Amazon. I even logged to souq.com using my amazon user name and password. However, you can't compare the service i used to get at ebay or amazon. The souq customer care department is inadequate to handle customers complaints. I filed a complaints about the Samsung Galaxy Note 8 phone I fully payed and ordered on souq, com. However, it has been now almost three weeks and the customer care didn't call resolve the issue. I complained three times, I escalated my complaints two times and I made a phone call three times. What a frustrating experience... I am going to make a youtube video and tell my horrible experience to people.

Too much frustration and disappointment! Never and ever souq.com service!

Souq
I am facing the worst experience I ever face in uae so far .
I purchase mobile phone and you are failing to deliver the item to me or even to let me go and pick it up by myself, call center service ate failing to help and to provide reason for the failing, keep promising about delivery and promising that the manager will contact you but still only lies .
I requested 3 times to speak with manager and every time they are promising in 2 hours he will call you but still nothing .
I am very disappointed from Souq.com which made me regret to use it anymore and I will be contacting the economic Department to open official case against Souq .

Order placed on: 19 may 2018
Order id: #[protected]
Tv model:- lg 32 inch hd led smart tv - 32lj570u
Seller: msgt modern star (through souq)
Tv got switched off automatically on 17th jun. tv I have started using from 25th may.
Now they are saying there's no warranty on the product. how can someone not giving local warranty as well. fake dealers are there in souq. please take action.

Thanks
Subhashree

The Souq.com app will leave you without your money! Tried to buy an item on 07.05.18, I got charged twice and the order didn't got placed. Today, 19.06.18 I'm still trying to get my money back! If you send emails no one will reply and if you call the call center they'll tell you that they will do their best... From my personal experience, I advise you not to use Souq.com services!

Order id: #[protected]
While I proceeded to checkout my order, my total bill was around 2000 aed. However, it showed later 4000 aed. When I checked for the reason I found out that my orders, samsung a8 and xiaomi, have been ordered twice each even though im sure I ordered 1 each. After trying to cancel my order several times and even getting emails about the cancelled products the total still remained same, around 4000 aed. Please look into the matter and sort it out by cancelling all other items in the order #[protected] except 1 samsung a8 and 1 xioami mi. Jazak allah khair. Looking forward for a positive response soon.
Sincerely,
Uzair hamid.

supposed to be my item will be delivered last Thursday delivery boy called me and ask what time he will come i told him my available time because i noted that too before i ordered 3 onwards he said will be finish 1pm and will proceed sunday i said ok you can deliver it sunday 6pm onwards because ramadan already finished my timings will be change and he says that he will be finished 5pm so he cant make it... as a costumer am i be the one who will strech my timing just to get the order that i will pay? how irresponsible your service

delivery person with mobile +971 [protected] was calling me to ask for address for delivery (he didn't even mention his name). after i reminded him full address is mentioned already and i have received many shipments so far, he kept on calling and sending me threatening messages "you need order or what" ... i wouldn't keep this person for even an hour more in my company... bravo well done...