Souq.com
Reviews and Complaints

Bought 2 pairs of boots from Souq about 2 months ago and I have to return it as the size didn't match. I had 15 days to return the product but I have initiated the process the day I have recever the package. The procedure is that they will send the airways bil then Aramex will pick up the products.
Nothing has been done and I have called them 7 times in 1 month and all the time I get the same reply that they are working hard to solve my issue but they don't send me not even update therefore the is no evidence whatsoever that they are working on anything.
I have no other choice than to involve Consumer Rights Department.
I am absolutely disgusted with this scam and their unprofessionalism.
Do not buy anything fom Souq !

I am extremely dissatisfied with the below standard services and false commitments made by SOUQ. We ordered AKAI 250 litres refrigerator on 30th May 2018, Order no. [protected]

Till date i.e. 5th June the order has not been delievered and every time when we call to check the status of the shipment, their customer service agents lie and blame us that our mobile is switched off, we have given wrong mobile numbers and then ensure that delivery will be made the very next day. I have been hearing this every day and feel cheated. This act of SOUQ has caused us so much agony and pain that we are forced to never consider SOUQ for any kind of shopping in future and we shall also ensure that we share this bitter experience with our friends and family in Dubai, so that they don't suffer similar plight.

Although souq had a joint venture with amazon it should be advancing and progressing with their over all services starting from the call center to the delivery company, if amazon would pin point and realize such disappointing service they would not jeopardize tarnishing their reputation linking their name with souq and lose clients due to words of mouth and lose margin, or if they need to succeed they should immediate corrective actions and audit continuously, please find below the reasons
1- order # [protected] is placed on 25 may2018
2- order should be received between 30 may - june 2
3- call center hardly answer calls for 3 days to feed back on shipment status.
4- shipment arrived on 2 june
5- it was delayed for no good reason
6- it was not the ordered item
7- shipment delivery agent said you will pay for the item
8- I did not accept the wrong item and returned it
9- shipment delivery agent had the audacity to tell me that I will cancel your future orders.
10- I don't care and will not order any item again and will forward a complaint to amazon
11- ebay is far more respectable and professional than you
Already this email had been sent to amazon

I booked my item on the 18 may with a extra charge to get the same day deliver and had bought a diesel watch against order Id1021058176200.on the same day I requested a return.this payment was made on credit card.the item was returned on the 21 may by the courier company.As claimed by souq that refund will be processed within 3-5 working days I contacted the company on the 27may .the staff at the call centre tells me that the system has nt changed the status yet and hence the refund is delayed but he was raising it to finance team and my refund should be in account by 48 hours max.
The money was not in my account and after that I have called like three times and every time I m being told that the escalation team will contact me but I never got anyone's call.i have no idea when I will get my money back I spend on that diesel watch aed 739 including the 10 extra for same day delivery but no response from the team.this is frustrating especially to know that all claims coming from souq is fake and they don't really bothered about their customers.i have trusted souq until now but nt anymore.u guys are bizarre.

Dear Sir or madam,

I ordered the order number [protected], since 15-05-2018 and I did not receive it till now. I called many times posta plus and they lied to me. This order is about a gift I need to take today with me. But unfortunately they lied again and I did not receive my order.

Can you help me?
I don't want them to deliver to me anymore. Do you have any other delivery company?

Thank you for you help

Hi Souq Team,
Not yet resolved, one your call center representative given me an option to cancel the order .
His name is Mehmood.

Expecting more excellency in the service delivery from souq.

Ref. Details of order number and committed delivery date.

Order # : 1084008753907
Committed Delivery date : Arriving 28 May 2018 To 30 May 2018

No body has the clue on the status of my ordered item.
Thank you

Best Regards - Naufal

On May 30, 2018, at 3:25 PM, souq.com wrote:

Hello Naufalve

We are happy to confirm that your ticket [protected] has been resolved and closed.

We would love to hear your feedback about our service using the below one-click survey.

Did I solve your problem? - هل قمت بحل المشكله الخاصة بك؟

Yes - نعم
No - لا

Thank You,

Customer Service Team

Souq.com

[protected]:6626

I chose "same day delivery" on May-19th and not it's May-30th and my item did not arrive.
I opened 4 tickets with their customer service desk and every time I get the generic reply that they are looking into the issue and then close the ticket 4 days later stating that they have not heard back from ME!
Absolutely horrid customer service skills, I thought after Amazon purchased Souq the customer service would be better but I was completely wrong, the customer service is now worse than ever and no amount of complaints or what you say in those complaints even get read.
I'm very frustrated with this service level but I will not stop by posting here, I am taking this to the consumer protection portal UAE gov. and I will post about it on my social media (I'm an influencer) to let everyone one know the amount of hardship they have to go through to actually receive an item they already paid for.

Hi,

My case has been open for two days, i did not get a reply nor got contacted from any customer service agent, the stuff has been delivered the next day while i paid extra for same day delivery, and the guy did not return the money, i will not stop unless i get my right, even if its 1 derham.
To make people pay extra for nothing is something shamefull, and if i do not get a reply from you guys im willing to escalate my case to higher management at Amazon/Souq or whatever.

Thanks

It all started when I sent my LG v10 mobile to fix its exterior parts "back cover, front screen and replacement of battery" in 4/04/2018. They took it and after 20 days of repairing they return it as good as new but they gave me the black version, so a differently new mobile but all my data was on it so there was no issue here.

Then after exactly 2 days, I don't know what they did with the phone but the phone is now completely not functional. It won't work at all, so I sent it back to souq.com and that was on 01/05/2018, at the beginning they told me 4 to 7 business days, after this period they told me more 7 days and today "15/05/2018" they are telling me to wait also for 7 days. On 22/05/2018 they still didn't bring it back, and I send an email complaining about their service and they didn't reply at all.

Finally, at 26/05/2018 return it to me, However, after waiting for almost 2 months, I received my phone without the data in it. It is completely new phone "they changed the exterior the first time and now they changed the interior of the phone" This totally unacceptable especially that they were the reason why the phone "died". I didn't wait for 2 months just for a fresh new phone, I just wanted the data that was on it, the phone is two years old and worth less than 500 dirhams but the data on it was priceless. I tried to talk to any manager, but they kept saying they will call me today, and yet nobody contacted me at all.

I am disappointed on souq.com, I used to by a regular customer and I have different accounts and purchases that are approximately over 15000 dirhams, so seeing how they are handling the situation badly makes me wonder why I bought from souq.com at all.
Note: As a solution, I didn't want any kind of compensation, I just want my money back…

Promised to delivery on 22.05.2018 but not delivered till 27.05.2018. Today 28.05.2018 still waiting. Packet is with WING COURIER and Souq is saying it is with courier company. Very poor service. I called the courier company 3 times. Do not buy anything if you need urgently. Or buy with CAD basis then we can cancel the order if there is a delay. Souq's efficiency is reduced.

Antony

Hi,

On 14th May 2018, I have ordered 2 Sunglasses through souq.com

1. Guess Aviator Sunglasses for men Grey lens, GU0113F-59 C33 BLK-3 (Seller p Qtech General Trading LLC) price Aed175.99/-
2. Guess Women's square Glass Sunglasses-GU7382 45F
On May 15th I got it delivered, Womens Glass and a lip balm, I didn't get Men's glass. I have raised many complaints through call, mail etc but still its not resolved. I have few names listed below for the representatives i spoke with

1. Ms Chona
2. Mr Polaris
3. Mr Mohammed

And I can see that the ticket # [protected] is looking by the agent Ms Maria. Few others i missed to make a note of the name. I made online payment, Please help me in resolving this issue.

I had an online order including 5 expensive items (appliances) to be delivered together on a certain date because I was going to collect all this with other things and ship to another city as I'm moving. On the delivery day, no one showed up until 4 pm, on the app the shipments should be delivered on time! So I called the customer service to check with them when should I expect the shipment. Guess what, they told me on the phone that one of my items (refrigerator) is not available and the shipment will be delayed till the next day and will be without the fridge! I indicated my anger as no emails nor sms were sent earlier. They said, as u like, either to accept the delayed incomplete delivery, or cancel it now. Since I was already running out of time I had to accept inconvenience and to rush to find a fridge in the mall. The surprise was, after I bought the fridge, the shipment company of souq called me and said that they have my shipment complete. I told them don't bring the fridge because I already bought it. They said they can't. I had to return the fridge that I bought. When souq people came to deliver, I discovered that they got me a different fridge (different color). I refused to receive anything from souq.com, and I will never deal with them again. Thanks to Amazon for not supporting us! My shipment number was [protected].

I ordered the subject on 23 may 2018 with an extra payment for delivery same day before 3pm. today is 24 may 2018 and I have not yet received the product. I called the courier company +97144043999 using their shipment number 338578265924 and they have no clue what is happened to the consignment. When I told them that I paid for same day delivery they said I should take it up with souq. I was given the delivery guy tel number +971562345080, and he said he was not making the delivery

I purchased a Samsung 55 Inch Curved 4K SUHD Smart LED TV - 55KS9500 + Samsung Curved Airtrack, on the 9th or June 2017:
Here is your order information:
Order Number/ID: [protected]
Payment Method: Credit Card
Items Ordered: 1 (in 1 shipment(s))
Total: 5, 511.00 AED.

On the 6th of May 2018 my TV began to turn off and on under it's own will. I contacted Souq.com and received this reply: Ticket Received - [#[protected]] Inbox x

souq.com
May 6
to me
Hello Gqparham,

Thank you for contacting Souq.com. This is an automated reply to acknowledge your contact, one of our customer care representatives will respond to you shortly.

To view the status of the ticket or add comments, please visit https://support.souq.com/public/tickets/9350391a2325e4c504c798e2ea202f24773238d4fa6ed4157ac46e2d4d252450 .If you need to contact us in the meantime, please use ticket number [protected].

We strive to provide our customers with the highest level of support. Please accept the assurance of our utmost consideration in resolving the ticket.

Customer Care Team

Souq.com
Agent Working on This Ticket
Mohamed Mesbah

I contacted them again on the 8th and 10th of May with no response. I kept calling but no one would answer their phone. Finally I was able to speak with someone on the 13th of May. I explained my situation and the representative expressed that he understood my frustration and would elevate my complaint and issued another ticket:

Ticket Received - [#[protected]]

souq.com
May 13 (10 days ago)
to me
Hello Gqparham,

Thank you for contacting Souq.com. This is an automated reply to acknowledge your contact, one of our customer care representatives will respond to you shortly.

To view the status of the ticket or add comments, please visit https://support.souq.com/public/tickets/92e5c6868c2c6dccb16b75ade7cd9ae3e1a18a803ffd2434c1913fa59695ae87 .If you need to contact us in the meantime, please use ticket number [protected].

We strive to provide our customers with the highest level of support. Please accept the assurance of our utmost consideration in resolving the ticket.

Customer Care Team

Souq.com
Agent Working on This Ticket
Jean Saad Boshra

So now I have two tickets for the same complaint. My TV is less that a year old and is still under warranty. This process should not be so difficult as they should be willing to stand behind the items they sell on their site.

I'm requesting a full refund or a brand new TV.

I buy Akai refrigerator 6 month back and from April the problem started in refrigerator and I contact souq because it was under warranty and they take my refrigerator for repair and keep it for 26 days but once I recieved my refrigerator back still there was a same problem and they damaged my refrigerator also.

Dear sir.

Good day to you.

This is to inform you that my item from souq order ID# [protected] shipment no# [protected] was to deliver on last Thursday 17.05.2019 buy your deliver person abdul [protected].

This is the first time bad experience with the courier service.
He was so rude and spoke to very harssely while I was trying him to make the deliver so easy way to deliver.
I asked him if he cannot deliver I my self will come and take it, he said me location I went over the and called him several time he didn't pick the call.

The again I called him after 2 hours to ask him when he will come for deliver.
He said he will call once he reach to my place, I told him many time not to come before he call me while I'm working so I can be at my place before he come.

He called me around 3.05 pm and asked me where I am then I said I will take around 10 minutes to reach my place. He infromed his working hours is finished so he can't wait.

I really didn't expect this kind of service, and I called many time PARZEL EXPRESS
that didn't want to assist me in a good way.i tried to get contact with the team leader or manager but the way not in the floor.

I have all the call records with me if you need.

I can go to police and make a complain regarding your way of deliver and the way of treating the customer.

I really want to take a good action against him.and also check the call records from your side too the way of customer service.

Waiting for your response.

Thanks &Regards
M.Nalir
[protected]

It has been almost 6 weeks now that I am trying to start my store on your Egypt Market Place with no success.
I am trying to upload my products but failed. I have uploaded a Bulk file with all the products and images and waited that it is reviewed.
When I call the support team they keep on telling me that the content team is responsible to review the sent file and that they will call me in 48 hours.
I have raised several tickets from the seller support section and they keep closing the tickets without taking any action. (Tickets: #[protected], #[protected], #[protected], #[protected], #[protected], #[protected])
I really don't know what to do to get my products reviewed and listed.

Thank you.
Hesham Abdel Rahman
Mob: +[protected]
Account Name: EgyFrance-lingerie
email: [protected]@gmail.com

Hello,

I have ordered and received yesterday a white fan dyson. The white color was 219AED more expensive than the black color...I finally pay for the most expensive one but I have received the black color!

I have already opened the box so I request a refund of the 219AED.

Tracking Number: [protected]
Order ID: [protected]
Name: Coralie Francois

Please find attached my order with the confirmation of the color WHITE.

Let me know if you need anything else.

there was an order ordered yesterday 11/5 with a total amount of 276.17.my order number/ID = [protected] and received a confirmation that my order will be delivered between 14/5 and 18/5 but unfortunately today 12/5 i receive an email that 2 items were cancelled without any yprior notice or any information during my order placement and they were paid?
I need to know what will be the process of this order
- I will receive my money back
- I will receive my order or not

I have made an order for a mobile cover 6 days ago. You have mentioned in your system that the delivery will be done by no longer than 9th may 2018. Today is 11th may and the order is not yet delivered. I called your customer service centre to inquire, I received a careless response that we have forgotten the order and I have to wait another 2-3 day. Your attitude in the response in unprofessional and does not carry any kind of justification. I feel that your response is not to your reputation level. Please make sure to be more loyal to your customer and work on enhancing your relationship with them

Regards

Issam ezzeddine

[protected]