Souq.com
Reviews and Complaints

I have booked one Samsung mobile and charger through souq website on 26/April/18 (Order ID: #[protected]). The amount 1550AED was paid using my debit card. As i found some mismatches in the delivery address given later I had cancelled the item. After 5 minutes i received one mail from souq site confirming the cancellation and also mentioned the refund of 1550AED is processed and will be crediting to my account within 5-7 days. But unfortunately until today (4/May/18 ) I did not receive my money. I had sent so many mails to them but the reply was always the same that they are checking the issue . After 6 continuous mails they replied to sent me the bank statement and i sent them the screenshot of the same within 1 hour . But after that also i did not receive any proper reply from them until now.

The customer service of Souq.com is very poor and no proper followup from their side. Please do the needful to get back my money asap.

Regards,
Visakh
+[protected]

Dear's All

My Self Azhar and I have bought lots of thing from Souq.com even you all can check my purchasing but still I did not get any prize or discount. last receiving item I got a voucher 350 Sr I and today again with two redmi 5 mobiles I received vouchers but I do not need actually for this voucher I need prize or any gift. m not going to book a ticket or hotel. what is this I can not understand. and if there no any prize so m going to close my account thank you

Mobile
[protected]

Order no. [protected] my order is Eternity Aqua Calvin Klein For men - last april 25, 2018. I received the delivery when open I saw wrong item they delivered CK1. Immediately I call to souq to inform the wrong delivery. Customer service give me the telephone number of seller under TMAX Online mobile number [protected]. I call this number u talk to him I told I need the right item urgent he promise he will delivered but he keep me waiting only. I call him many times he said sure he can delivered until 11:00pm iam waiting. After that he never calling back to me. and worst part he block my number. I am complaining to TMAX ONLINE HE IS UN PROFESSIONAL HE DONT KNOW HOW TO DEAL TO THE CLIENT. SOUQ U WILL BE BAD IMAGE BECAUSE OF THIS KIND OF SELLER.

i have order kenwood mixer from souq dubai 14 march 2018 i received asgift i open to use its not powering on i tried to contact customer service make complain ask fir refund its new machine with info they repaired they told machine is working they dispatched when i received its not working i called customer care no response they hust ignore i called more than 100 calls i try to sok manager he just ignoring try to contact customer service simply i wasted my money this how they treat customers dont buy any thing from souq good lesson i will go to souq head office dubai i have attached all the proof images video of the mixer

Respected on line services
I ordered on 26 march 2018 motorola MOTO 360 smart watch from souq.com KSA riyadh. I recieved after 3 days. Shipment no. [protected]. When i recieved watch i surpriced to see packing on the outer packing box there were noon stickers except souq.com. When i used this branded watch? it was very below the expectations.
1- Hanging too much
2- heat up easily
3- Battery depletion very fast.
please refund my money to my souq account.
[protected]

The most incompetent bunch of (UN) professional team and company

My Name is Robin Rappai.I have been a Souq customer since i landed in UAE. recently they have been associated with Amazon and since then I feel the company has gone to dust. you talk to such unprofessional team members and no body has a clue what is customer service is. No one transfer the call to the supervisor and no supervisor call you back. I made 10 calls with an average 30 mins on call to receive a call form a Supervisor or so called there escalation team (Name - Najam). No help from him and again a similar incompetency and no care attitude. I am ashamed to be part of Souq family and I am sad to say that Amazon is really has put itself down. Shame on both of them.

I am trying to order things on SOUQ inEgypt. But I am having problem abiut verifying my mobile number. When I tried to send SMS to verify my mobile number it always show "invalid number" and I have been use this number in Egypt for a while. As you know you Can't place order unless you verify you phone number. Doesn't anyone know how to fix it? Can someOne help?

Hi I ordered a pair of sandles by shoe express... I recieved it today. But I found it defective when I wore it and felt pain in my right heel. I found a visible hard bump on the heel surface as compare to the other piece of pair. So I requested for return. But I forgot to mention that I want to exchange this item with the same kind of new item. So kindle replace it. My order id was [protected].
Thanks.

Hi, we got a Vacume cleaner from you and something was wrong with it after a week. After many un respond emails and several call some one took it. It s been more than a month now and still we don't have the Vacume na cleaner

I will make sure to complain in social media since your service is awful

Is it write to not having Vacume cleaner for more than a month?

Please contact me on [protected] or [protected]

My order number: [protected] placed on 14th march 2018 for a simple hoodie was cancelled by souq.com after 3 weeks because of non - delivery.
I had used a gift voucher of aed 100 to buy the product which became de-activated as it was used for purchase.
Several phone calls and complaints, requesting to re-activate the voucher code have fallen on deaf years.
Souq.com has made me loose my money because of no fault of mine.
They decided to cancel the order since they couldn't deliver.
Very very disappointed.

We ordered osocozy Unbleached prefolds with Souq.com two months ago and they never arrived. Not 1 member of staff could tell me where they were or whether they were going to arrive. I tried to cancel the product-to no avail. I called every day for 3 weeks to be told the same thing. We STILL have no refund and no product-two months later. It is the worst service I have ever experienced.

I returned the product due to missing parts and accessories and they were totally unpunctual as they set a fake pickup times for a 3 consecutive times without showing any respect for wasting my whole day. each time waiting for them and figure out that noone is coming. it has been a week now am really disappointed of the direspect, bad service and unprofessioncy of the company and i decided that this would be my last time dealing with souq

Hi, I have ordered few items (order number [protected]) on 25th March 2018, around 11.50 am, but after the order placed I realized that the Online address already stored was my old address in Abu Dhabi. I have called after one hour to the number mentioned on the Order ([protected]) and given request to change my address from Abudhabi to my new address Abu Hail, Dubai and also my mobile number [protected] (old) to the new number [protected].

I can see the address and mobile number change in the tracking list of wing courier, that the address was changed on 25th March itself.

But the Courier was tried to deliver the order on 27th March to my old address in Abu Dhabi (which I have already given request to change it into new address in Dubai on 25th March).

I have called courier peoples many times to arrange the delivery on 28th March itself, as I'm travelling on 29th Night. They have promised me that, they will deliver on 28th March.

But today 29th March, I could see the tracking status is "out for return", and I have called to courier peoples, they said they have already returned the item to Souq.

I have argued with them that, I have already given change address and mobile number request on 25th March, after one hour I have placed the order, and they wrongly delivered to my old address. They promise also that they will deliver to Dubai address on 28th March, but they returned the items to Souq.

I have called today 29th March, to souq (Ref No. [protected]), asking to track the my order, they said it is already returned but they will try to contact the Courier peoples.

Now my concern is, I'm travelling today night and I have some items in the order to carry to my little daughter, she is 2.5 year old. I can't travel without that item, and its too late to cancel and re-order the same.

I never ever faced such irresponsible courier service in my life. How can they return back the item without delivering to the actual address. More importantly, I have not received a single call from courier peoples, to my new mobile number (I have given mobile number change request on 25th March).

Though the Souq is promising the fast delivery, now its been 5 working days over, and still my order is with Souq.

I had a trust on Souq but if this is the way you treat the customer, I will never ever order any items, if I did not get the delivery today before night.

Thanks
Nabeel Padinhakkara

My email id : [protected]@gmail.com
My new mobile : 00971 [protected]
My old mobile : 00971 [protected] (i'm not using currently)

Souq.com is outdated & very poor.

My own experience...
1. Such a huge brand doesn't have a toll free customer care number
2. You'll not find the customer care number at a glance any where on the website. (means they discourage you to speak to them ?)
3. Lastly if you find the number, they work only on working day & only in working hour...

LoL customer has to leave his work and come to them.

Then my main cause why i tried to reach souq, I had a repair warranty and called them after above all steps, they promised to take return and said a courier company will come to pick, "keep the box ready", waited 3 days every day sms came guy is on his way to pick up but sadly no one appears.

Pathetic in this era of competition and service driven market.

I have very bad exprience with souq. I can't imagine how much problems souq they have.
First of all, I ordered this part on 23/02 I received it on 1/03 and I called customer service on 2/03 to return it due to its not matching as I found on website and they make request to return and refund, I waited from 2/3 till 7/3 in order to return part then finally it delivered back to souq.
After it, I was waited anybody from customer service to call me about refunding but no body calls. Si I called customer service on 11 of March to ask about refund they answer me that its right the part returned but we didn't receive from shipping company "VERY STRANGE ANSWER" we will make another complain to check the part and then we will return your money back.
From this time 11/03 I am waiting my money to return back then I found an email on 19/03 that the money will return to my debt card in 48 hrs.
Today 21/03 I check my debit card I found very very strange transaction, I found that the money not returned back but it deducts again from my balance.
I can't imagine the problem souq is facing, 22 days to return the money and finally the transaction show it deduct again not return.
All I need now all my money to return ASAP the previous transaction and new transaction.
157 EGP for each transaction with total money need to return by is 314 EGP.
My experience from souq:
I will never buy any product from souq in all my life.
Very bad customer service around 1 month to return my money back.
Finally, the result I am spending my time to call customer service & sending this email to find way how to get out from this issue that I involved in with.
My last lesson from souq is i will not never put my debt card number again while buying.
Best Regrads,
Yehia Fakhr

Dear Sir,

I ordered 4 items with Order ID: #[protected], out of four one is defective and one your team cancelled that was my main item(make up kit). It makes my very disappointed when i heard about that my item is cancelled from customer service.
I asked reason they said item is out of stock but when i booked and paid there was still item in stock.
If this way Souq will deal with customers then we will continue online shopping. It seems any time you can cancel the order and can give simple and silly reason that item is out of stock. Its not a reasonable and acceptable excuse. If you have such situation then should not allow to book item so customer can find other solution without wasting time and delaying in money return.
I hope you people consider my complaint and compensate it to encourage about online shopping.

Looking forward to hear from you.

Best Regards,
Muhammad Riaz
[protected]

Dear sir,
I bought a sony experia mobile phone since 10 months ago, however from the first monthi have experienced a defect in the mobile screen During my vacation in egypt, so i waited till my return to ksa to contact souq. Com for fixing.
I contacted souq.com and they collected the mobile for investigating and then they returned the mobile with a feedback that the mobile is rejected by the vendor!
And then i e-mailed them asking for fixing and i will pay related fees as the guarntee is still valid but i got no answer til date!
I decided to contact sony agency in ksa to see how i can fix the mobile where i was surprised to know that the mobile is not supported by the agency as it was manyfactured in UAE .
I am really disappointed with the service level and the act of selling products that are not supported and even they are not giving any after sale service even thougbh the guarantee is valid for two years. I am writing to ask to have the mobile fixed or to direct me to the responsible team that can handle the problem.
Awaiting your prompt feedback in the earliest.
Name: kamelia kamal farag
Mobile : [protected]

I have bought two sun glasses by 26th Feb. Order ID is [protected]. They delivered different items. I had been return the item and they except the mistake and send me the email for refund by 5th March.But till date(15th March) amount couldn't came in my credit card. I am doing follow on . But those guys are not proving me any proof of documents for refund and closing the ticket. I am very disappointed with their customer services.
They are not giving the proper solution . only they are creating the ticket and closing the ticket without resolving the issues.

I bought from Souq Dubai I phone 6s from 27/10/2016 order number [protected] and I used it few months ago, after few months of using it the battery appeared no to charge the mobile anymore and became bigger in size that I thought it may get out of the mobile phone
Kindly find attached the invoice and a picture of the mobile
Please inform me if its a production issue and how can I fix it
Looking forward to hearing from you as soon as possible and please consider this matter very urgent and important

Dear sir
I was order one mobile phone in date 07-MARCH-2018 and i receive in 10-march2018
When i received that product that time item is broken.
Than i call in souq customer care about return he sad to me we will take return your product and give you your money.
Now product is already returned but the souq.com still not refund .
So please I requesting to you please tell him give me my refundable mony .

thanks NAME KADIR TYAGI
Mobile n. +[protected]