Souq.com
Reviews and Complaints

Hello,

I bought a 55 inch Samsung TV from Souq.com (Order Number/ID: [protected]) around 6 months ago and with it I bought 1 year damage warranty. 1 month ago my TV was broken and I called to have it picked up and fixed. I called Souq customer service almost every 2 days and every time new ticket was opened and they said someone will come in 2 days. No one came. Someone came a week ago and rejected to pick up the TV because it was not in a box! (where ca I find a box to put 55 inch TV in?!?!). Then I called the customer care service and even they couldn't convince their own courier to pick it up. When I called back they said they opened yet another ticket to have someone pick it up and they said they will call the courier personally and inform them about the situation and have them pick it up latest tomorrow. 3 days passed and no one showed up. I covered the TV with a bubble wrap just to be nice (again, I'm trying to be nice, not them!) Then I called them 3 more times in the last week. Today, courier finally showed up - but he did not knew he was picking up a TV and he came alone. Then he called his colleague to come and help. His colleague told him that they don't have any space in the car for a TV. They said they will schedule another visit within few days and left. It's been a month since I've been dealing with this issue and souq.com doesn't seem to care about any of this. I don't have a TV for the last month and the service makes me feel like they are enjoying messing with us. It's like a joke!
I want someone to contact me and send a courier to me ASAP!?!?!?!?

Otherwise I will take this issue to court and file a lawsuit for this behavior. I want my consumer rights to be valued and respected!

Thank you!
Batuhan Sert
ahmet.batuhan.[protected]@gmail.com
[protected]

Dears,

My credit card has been used at from an hour ago Souq for an amount of more than 4000 AED in the UAE store though I'm based in Saudi and i haven't used any Souq for the last period.

I don't recall how the process goes but how can an online transaction happen without any confirmation from my side?

I believe that Souq was a safe place to shop at but after this incident i think we should reconsider online shopping!

Ticket number [protected] in cairo

I am fed up with your unproffesional unrespectful service for the refund.
I donot understand what king of team in egypt working in an empty cycle and with lowest capability in handling my case.
The Q express sent me a mail last week that they were sorry that they lost this item in addition to the pepsi and that i should got in contact with you.
I am making a direct complain in your customer service and Mr. Islam Farid who didnot respect the call back requests and didnot keep his promise to solve this case last week. I need an immediate action and refund and a responsible person to get incontact with.
Simpy you lost my item...i need my refund...otherwise it is kind of theft.

I'm a regular& long time costumer of souq/amazon. I live in the remote area of abu dhabi in Ghayathi Western Region in w/c the resources&choices are limited. For this reason I prefer to shop online. Everytime I shop in Souq ALL the time I have problem w/ delivery, all the time I'm at the MERCY of my friend who are going in the City to pick up my item in QEXPRESS in musafah. I have several item now in Musafah outlet and i need to BEG them to hold the item in their store until i found time to go to the city to collect it. What is the purpose of DELIVERY CHARGES if you cannot deliver on my area? The reason I shop online bcz I cannot find time to go to the city. You are Souq and powered by AMAZON one of the biggest online shopping & your post sale service is very poor. I never experience this kind of prob. to other online store, they deliver it right in my doorstep. I'm looking forward for the resolution : CECILE SAN PEDRO ([protected]@yahoo.com)

order #[protected]
- Item ordered Dec 18th
- Message stating item will be received between Dec 20-23
- On dec 26th the order was still not placed
- Dec 27th I cancelled the order since it was a Christmas gift and didn't arrive as the promised date
- I spoke with 4 customer service reps who said someone will contact me... no one ever did
- I received two emails stating my order will be cancelled both emails were followed by another email stating that the item cannot be cancelled
- Souq has taken money from my credit card and will not allow me to cancel the order nor will they deliver my product... this is theft!
- No one has gotten back to me about this cancellation or receiving my order
- All customer service reps have proven to be incompetent and like a broken record on dealing with complaint
- It is very obvious the supervisor or manager on duty doesn't want to talk to the customer as the customer service reps are afraid to pass me onto a manager
- I will never ever again order from this unethical company
-

My first order from souq.com was a pair of shoes.
I got one shoe in size nr. 37 and the other one was 38.
Besides they where dusty and so I returned them.
After some time they came back with the comment that they been worn and so I had to contact them again saying that this was one of the reasons I had returned them and that I did definatley not wear them as the 37 didnt even fit me.
After a long hastle I got my money back.
So after I felt they really care about customer satisfaction I bought a tablet.
It was not working well from the beginning so I wanted to return it.
They picked it up and send me an e mail saying that I would get a reply as within 48 hours if I get the fixed item back or a refund.
After several weeks and many phone calls to the customer care I got the tablet back.
It was still having problems but I needed to use it in order to communicate with my clients until they pick it up again.
One time I was in the waiting line of the customer care calling from this particular tablet it just turned black and since isnt working at all.
I got a text message on my phone that they would pick it up. I spoke to many represantatives and was always told that they sorry and this time for sure they pick it up,
Than afterwards I was told I should contact the company as the time for a complain has passed now.
I said I want to speak to the mannager and was told to wait in line.
After few minutes I was told from the representative that she spoke to the mannager and they would pick it up.
She said to send her the e mails from souq.com as a proof that I opened the case before.
But after again no reaction.
I called again and was promised again the item will be picked up within the week.
Nothing happend.
I called again and told them to please transfer the money to my account and than they can pick the item later as I need the money to buy a new phone to talk to my clients.
They said they cant do this as they need to first collect the item but will definatley do so the following days.
I was forwarded to a mannager mr. Islam fared and he told me he would call me back after few minutes.
Of course it didnt happen.
The tablet is still in my bookshelf and besides the lost money I spend much time and money to call their hotline.
My boss had a very bad experience with them aswell, she bought a adidas t-shirt for her son and it wasnt original.
I contacted amazon mannagement in the us and in shaa allah they will do something about it.
Stay away from souq.com dont know why amazon is making buisness with them, very bad for their reputation.

I brought a cellphone and I didn't like it, I put a request on 12 dec to return it and ur company has picked up on 27 dec. Now when I call to your customer care center to get back my money or I would place an different order. Your representative mr. Abudulha says that I opened the box so I can't get my money back or even I can't order anything else with that money which I already gave to your company. Now you took my money and the cell phone which is absolutely disgusting. I hope your higher management will concern the service your company providing.

I have requested an iphone 6 through souq.com Saudia and after receive it unfortunately i was not in a hurry to use it till more that amonth .
I opened the phone and started to use it, after only 01 day the screen had a dark area and I was suspecious of its quality as i used to use an iphone 5 for more that a year ..
then i installed the updated ios and here comes the Big problem, as after the installation, the device read as it is ( iphone 6 plus ) and more over the serial number and all data in ( Setting - General - About ) have changed and became not matching with the serial number and the model number on the Box and the Back of the iphone .
I have contacted Apple support and after explianing the problem, they assumed that this wouldn't happen if it is an authentic product of APPLE and advise us to check this physically with one of the authorized seller .
I did and as soon as the Technician connected it with the machine, he Confirmed that this is not AN ORIGINAL IPHONE AND ALL THE COMPONENTS ARE FAKE .

I contacted Souq .com Saudia .. the refused to take the iphone claimimg that i didn't discover this within 14 days .

I didn't ask to buy a fake iphone to receive such answer, i paid for an Authentic Authorized i phone and paid for this and now i get a fake one ?

pls advise what to do to get my money back

thanks
Rasha

Dear Concerned,
I had purchased an Washing Machine yesterday morning from souq.com under the order number - [protected] and today without any prior calls i got an email saying that your order has been cancelled. When i had purchased this item it was showing 11 pcs in stock, this means these guys are cheating people and are unnecessary wasting our time as well. I will be definitely forwarding my case to Dubai Economic Department for further investigation.

I bought a phone from souq and that phone is defected, so i registered complain on 12th of December. Since that day i'm requesting to souq call center or Q express to take that product back but every time they have an excuses for me. Every time they promise for tomorrow . That shipment suppose to be back within 4 days as they promise, its already 15 days.
If someone know about any government site or office to complaint about Souq please comment below. Souq has poorest service in online market.

I bought Targus Laptop bag for 495 EGP, and after 35 days of light use, the handles materials came a part.

When I contacted Souq care team they replied by the following:
"Kindly be informed that as per our conversation we can't return the item after this period so we only can return the item within 15 days"

I do not want to return the bag for changing my mind, I want to simply exchange a defected product.

Over and above, Souq care team are trying to close the ticket for 6 times! by sending me :

"We are happy to confirm that your ticket [protected] has been attended and resolved.
If you feel that the ticket has not been resolved to your satisfaction or you need any additional assistance pertaining to this ticket, please reply to this email within 48 hours to automatically reopen the ticket."

And when I am trying to reopen the ticket they keep sending me the same reply (for 6 times!)

https://egypt.souq.com/eg-en/targus-15-inch-prism-ladies-notebook-case-tlt047eu-4587650/i/

You failed after 3 attempts to deliver my son's xmas present on time.

I hope you can provide the refund and a suitable explanation .

You did not deliver the table. I cannot take videos or pictures of it.

You did not deliver the table tennis as promised.

You did not deliver it. Qexpress gave no notice on the first delivery then didn't turn up for the other two. I waited in and wasted two days.

I made a purchase from Souq on 22nd Nov, 2017 and it is 24th Dec today. There is no update on delivery. On their site the delivery schedule is still showing the date of 27th Nov. The servicing team is a bunch of dummies who do not/cannot help you. All of them has one thing to say "we are escalating the issue, you will hear soon from the delivery team". I am an online shopper as being a working Mum, it gets difficult to go for Mall shopping. But with the time and energy going towards following up with Souq, I am actually questioning my sensibilities now.

I've oreder a shippment u der this number #[protected] this shippment supposed to be delivered on 16th of december obviously today is the 23rd and nothing delivered yet and when i call the call center they keep saying will arrange a delivery nothing happens and then they lie and say they called you but your phone was off a very obvious and silly lie because of this hustle i am having in my life out of this very very very very poor customer service delivery i am having from souq i will never ever be a customer to souq ever again and i will pass this poor experience to everyone i know or I don't know u just lost a very valuable customer to ur carrer and also u need to know that way your are ruining your reputition as a massive company i use to like once upon a time i wish i will deliver these things this year as i am hopeless if not be honest enough about it and don't act like thiefs and give me back my money rather than just making me give up one day and you took my money for no reason thank you

Dear Sir
I had request online order from Souq.com based on information about cargo
in the website .
but when the COM arrived and see it, , it doesn't Make hair less wrinkled as written in Cargo description .
so, i had request return it again to Souq
but now, Buyer refuse receive the COM and Souq will return this cargo again to me .

i didn't need this cargo as it does not matching with his description
i hope you can Investigate in such this case and reply to me

Mrs. Nesma
[protected]

A month ago I've ordered a set of three HP color cartridges for my printer and when I opened the yellow one and installed it I discovered that the item is a very very poor quality as there was a lot of lines across the printed paper .
I tried with Souq .com to contact the seller and explain the issue for him and accept the return since these items has a poor quality and impact negatively to their customer and after a ten days of negotiation the issue concluded with no return since the items exceed the agreed return period policy and I fully agreed with them but what I am not agree with is selling and allowing some sellers to sell such items' quality which defiantly scratch the Souq's image and reduce/erase the credibility .
The value of these items exceeding SR 500 but with the current quality I'll not buy it even 100 for the three sets
I hope Souq will look at this issue because if not I will start sharing this bad experience and the previous one through all the channels of social media

My orders were supposed to come 10th of Dec but it came on the 13th. I understand that some deliveries may be delayed. But when it finally came, the courier insisted for the payment first before I open the box and so I did. When I opened it, one item was missing. The courier said that his job was only to deliver the box and he is not aware of the items inside and I fully understand that. But ever since the 13th, I have been calling souq's customer service every single day and they asked me to wait for 48hours and another 48hours. Now is the 20th of Dec and I haven't received a single call from souq. The last representative that I talked to told me that I will be COMPENSATED the amount of the missing item. Refund is far different from compensation. If by the very first day I knew that I will be refunded, I would have never paid at all. If only I was allowed to check my box before I paid, I would've saved all this hassle. If only there was an escalation team who's available enough to address my complaint, it wouldn't have taken this long. Souq.com is an online business and if I'm not mistaken, your service was supposed to bring CONVENIENCE to your customers. I am a hundred percent sure that there was no convenience on this whole experience at all. You should know how to compensate the customers you have hassled with all the time lost just waiting around for an action to be taken when it all just ended up being refunded.

iam very disappointed with souq.com refund system, since 1 month im following up with customer service but nothing had happend. it so pathetic service pls. dont waste your time or money on souq.com if there is any negative rating i could have given that too.
my order no. [protected] returned before accepting it on the same day cancelled online, dated 22Nov 2017.
people don't waste your time and money, in case you want to refund forget it.

date: present days
number: [protected]
email: [protected]@waterclub.ae

Dear Souq & Qxpress,

I am seller from souq.com. Recently I am loosing lots of business because of amazing Qxpress courier!

As the attached screen-shorts, the shipment is ready since the moment I received AWB and I called souq and Qxpress both for schedule the shipment collection at the same date. But at the end of everyday, nobody come for pick up. You can see the timing, it was 10days! Then the order was cancelled!

Me, as a seller, am loosing money, business and trust from buyer

Souq, as a online sales website who have the chance to be NO.1 web in Middle East, loosing profile, business and trust from seller and buyer

Pls check and find a solution, let me know how you can improve

Pls stop loosing business and trust because of the unreasonable reason

On the 25h of Nov 2017, I ordered an iphone 8 plus with facetime online from souq and entered a wrong delivery address by mistake. However, I realized my mistake within an hour and called Souq to change the delivery address. I even raised a complaint ticket for this. The customer services representative assured me that they will inform the shipping company of my change of address.
5 days later I get an email that my phone is delivered however it was not. On calling Souq again I found out that they did not change my address as requested and delivered it to the wrong address. Someone accepted on my behalf on the wrong address. A new complaint ticket was raised for this as I told them its not my fault they didn't coordinate with the shipping company as I had already requested for a change in address.
Now it's been around a month of constant follow ups with them but they keep saying they are investigating. They haven't delivered my iphone nor have they refunded my money. the situation is out of control and no one from their end is responding on the matter. Highly unprofessional behavior at Souq's end with pathetic customer service!