Souq.com
Reviews and Complaints

An order was made on 24 November 2017 with # [protected]
The shipment was sent to me on 10 December 2017 incomplete
I had contact Souq Egypt Customer service has been contacted more than 4 times and I do not get any right answer
The fifth time I found that the missing item had been canceled and returned without my knowledge or inform me
I asked them speak with responsible person more than 2 times but no action
There is a non-current approach to dealing with customers
please reply

I ordered in souq.com by amazon last November 24, 2017 an external hard drive until now I didn't receive. I called them more than 10 times and same answers I got always, they will check in the courier, they will put you in priority, and they will tell you to wait 48 hours. The order expected date is dec.3, which is 10 days from the order date, and I waited, but 10 days is not enough for then, their poor service and communication is ruining the reputation of souq.com which is good before amazon took over, now it is the 3rd week from order date. I want to ask where should I complain properly, if anyone can help me please

I honestly can't believe the terrible service i have received from Souq UAE.
they have now said they have lost my order.
I have paid 1250 add over 3 weeks ago and must have called at least 25 times.
noone has called me back, none knows where my packets are, and they have taken my money! this is the worst customer service ever. I have now been told that i can't get refund until I send the packages back that haven't even received yet.
THIS IS THE WORST SERVICE EVER AND I WILL NEVER BOOK WITH THEM AGAIN.

I ordered some cosmetics and Fine Baby on 28th Nov which was on sale on White Friday. I received the cosmetics but the Fine baby diaper did not come together. When asked courier guy he said another person will deliver it. The guy called as no one at home he promised to make delivery the next day. Since then its almost 15 days I have been calling daily to souq, lodging complaints, but no response at all. only thing they say is we have escalate it to concern team they will contact you. The courier guy also not responding to phone call.

I hv placed an order on 23rd of november and it was supposed to be delivered on 12th of december. 10 days have passed since i hv been waiting and calling every single day and everytime those customer serivce robots tell me in 24 hours there will be a miracle
"i asure u" i will personally follow up" etc.
I hv been also requesting to arrange a talk ith the suoervisor. But after calling for 6 days one day supervisor the great called. Within 3 min he called tbirce as i was in an emergency i couldnt receive. And layer supervisor or may be a ceo or some president who seems to be so busy never called again.
Some one did call and ask (not the supervisor) why am i not collevting mu order from samsa. I told him that i havent reveived any message he said the status shows its there. However when i asked about the vity he said its in some other city.
I am.Sick of calling and asking for supervisor. They must compensate.
They r not even able to tell the status of the order extremly poor service. My order was once 2 days late frpm wadi and they immediately apologized with some compensation. This souq is highly unprofessionals.
Seems the company is running without a supervisor.
No respect from customer

I have had extreme problems with Souq.com
• Two items ordered in the White Saturday Sale 2017 were taken away from me - one order was outright cancelled and the other order was claimed to be returned. In both cases the item was available at the site for a higher price and the souq.com representative told me to purchase it again at the higher price. Such behavior is against the law in Saudi Arabia.
• The souq.com delivery drivers are rude to customers. They deliver orders without signature or ID. They pretend not to be able to find locations and they cancel orders that they don't feel like delivering.
• Souq.com sells designer goods as new when they are actually used.

I live in the Khuzama area of Al Khobar.
The Souq.com drivers try EVERYTHING NOT TO DELIVER.
I am an old lady and I am home all day with my phone beside me.
With the first order #[protected] the driver came and just dropped off the boxes in the street and left without taking any signature from me or asking for any ID. You can see that there was no signature taken if you compare to the next order #[protected]
For that next order #[protected] the driver tried hard not to deliver the order. First he demanded that I send my location on What's App. When I wouldn't do that he kept pretending to get lost. I told him clearly - Please come off the highway at Al Khuzama and make the right at Bank Al Ahli (NCB). Go straight down the street and pass Tamimi Safeway and Al Dawa Pharmacy and keep going straight through the intersection. See the Bokhari Restaurant on the left side and make a left at that street. That is Abu Ishaq Ibn Baks Street. Please call me at that time and I will come out to the street and wait for you.
He went to the wrong location and I had to call him to give him directions again. Then finally he made me wait in the street for 30 minutes. I waited. Finally he arrived and I was pitifully grateful that he showed up.
Now my latest order has been cancelled, supposedly because I rejected the order. But that is not true. I was not contacted to accept the delivery. That order is #[protected]. It's simply a scam not to deliver the order. I asked for the order to be sent back to me but I was told that was not possible. I asked to speak to a supervisor and was told that was not possible. I asked for my funds to be refunded to my credit card and was told that was not possible.
The order that was not delivered (#[protected]) and that was taken away from me was ordered during the White Saturday Sale. I was also cheated out of other items that I purchased during the White Saturday sale. I ordered a Sony Television during the White Saturday sale on order number #[protected]. That TV order was cancelled by Souq.com with the claim that the television was not available. But no surprise. The same day that the order was cancelled by Souq.com I was able to order the exact same television but for SR285 more on order #[protected]. So the "Sale" was just a scam.
Additionally, I have written to the brand holder of Calvin Klein Cosmetics to advise them that the CK BE perfume ordered in order #[protected] came without its outer plastic wrapping and is most likely either used or fake although it was sold as new and I paid for a new item. They should prevent your company from selling their products.
I have never used Souq.com before the White Saturday sale but it has been an education. I will be putting a complaint to the Saudi Ministry of Commerce for fraud in selling.

I ordered a wall clock art canvass and a lunch box heater but when it delivered and paid i opened the box with only lunch box heater inside i did not received the wall clock art canvass im still hoping it will be deliver because i already pay for it..or if it won't deliver i want a refund immediately i felt disappointed i trusted souq.com and planning to order more product but if i can't get my item i will never make an order again from your site

Dear
I made order on 21 Nov and it's due delivery date was 26 Nov and the order was delayed and I called call center and made complain and they told me within 48 hrs your problem will be solved and order will be delivered they send me part of order and still there is missing items which is not delivered till today 11 Dec and I don't know why although item is available on your site
I called several times for two weeks with no respond other than that they say each time 48 hrs and we will solve your problem .
And I think this is not accepted from a big and respected company like you

I make request before 59 hourse for withdraw my money from souq account and received message of 48 hours for transfer in my account but still not received.
And some is pending and not available but order returned to seller befor 5 days

I don't know what's goind on woth souq just sending wrong items and at the time of return just holding my money not transfering to my account

I bought a washing mashine from souq egypt, and it was supposed to be delivered 5/12 and until now I didn't get anything . All I get is direspectful replies from the customer service which is one of the worst ever .
I need to escalate this issue and I don't recommend that anyone deal with this website. They absolutely don't respect their customers at all!

I have orde 4 sony portable speaker in twice 29 nov 30th nov 2 /2 each day estimated delivery time was 6-8 dec first order 7-9 second one between this delivery days i have got hard time from them which is very strange costumer service which is dealing with costumer it is not acceptable. however finally i have got my order on 09th of dec after i received the item it was any other chiness brand small speaker(Margoun Portable Wireless Bluetooth Music Speaker - Red) not the real one which is i order sony srs xb r/3.
after that i call to souq.com and complained, they ask me to return the item and money refund process make me again pain full. i ask to costumer service guy to make me delivery my original order i will accept he also doesn't seem positive to change me my original order . because sony srs xb r 3 is not possible to get in 55.00 aed. again if not why show fake things in souq. in 55 aed sony speaker . you can see now also still available in 55.00 aed sony speaker. again if it is not possible than why they except my order.

please if it possible give me my original order one.

hi i have ordered on 22nd november 2017 during white friday sale.

till today no response from souq team.

i have called 5 times to follow up regarding my order or refund but no one gives answer.

they always says we will arrange call back within 24 hours.

no one call back, no one reply to the messages.

very bad service.

i will go to DED for this.

Souq sold me an Ipad Pro 9.7", 128 GB on White Friday for 1, 699 DHS. Order No. [protected],
I ordered it on Nov 22, the product should have arrived on the 26th.
After two weeks of constantly trying to get in touch with Customers Service, Souq cancelled my order saying it was out of stock. Then said they could either give my money back (which I will loose 14% discount because of my international credit card fees) or I could buy the SAME PRODUCT for a HIGHER PRICE.
I was basically scammed. I invested my money on something they claim they don't have, and now they want to charge me a higher price for getting the same item.
I still want my item, as I don't want to pay more money for the same product. I could have bought from another seller with the same discount, but I opted to buy from the selled dod_uae that was supposed to be trustful..

Dear Concerned person

i have order the some materials from souq.com on 25 November 2017. But still you cannot able to deliver the materials into my destination. This is very bad service i appened through online service .

Also i have given return service of my lenova phone due to complaint happened before the warranty finish . Also not able to pick and make it complaint.Due to my vacation going out of country, i have give my phone to repair by spending my own money.This is very bad service i ever had through online and will not continue.

I don't know if anyone is even looking at the complaints that are being posted here or even the calls that are being made. It is almost 2 weeks that I have been following up on my delivery ( ord 22Nov). Every single time I get told is that we are sending a priority message to the courier company and the item will be delrvd the next day. Bad service. They obviously cannot handle the white friday sales !

I am writing concerning to refunds my money from souq company.
I have attempted to resolve this matter by phone through customer service team, but the issue has not been settled to my satisfaction.more than 10 days calling to speak with customer service but no one help or give the correct answer .

On November 23st 2017, I received a call from Bank and told that I purchased to souq which I was not. Then I noticed some one trying to use my account . This is kind of cyber thief.Immediately i block my atm, unfortunately I was not able to contact Souq team since it was very late night around 10 pm. Day after on Friday November 22 nd I called to Souq Team in order to cancel the transaction. I was talking with more than 2 customers service team and I've been told that they are going to call me back.

Then after not receiving a call all day, I called back on November 24 rd 2017 . I spoke with one of the customer service supervisor, his name is farid and explained the situation.
After sometimes he understood with my situation and souq will do the investigation. In 2 hours I received a call from souq team and I have been informed that transaction is cancelled. He said the money will return in next 3-5 days working day. He even advise me to make a report to police office, which I did on the next day.

Today it's been more than 10 days and I still not receive my money back. I called back yesterday evening and still did not get a proper answer from the customer service team. keep calling and from souq always answer someone will call you back but nerves call back, Seems like they don't communicate each other every day calling I need to keep repeat a whole story to all the customers service I was talking with.
I would be very thankful to you if you could look into the matter as to why this delay has happened and provide our refund at the earliest.

Your promptness in this regard will be highly appreciated.
Thank you

Nguyen minh/ [protected]

I made an order last November 25th, first it was mentioned if i use my Visa i am entitled to some discount, and once i entered my Visa no the total was reduced as informed, however the amount charged over my credit was the same before reduction; Liars (screenshot saved), second one of the items was missing, i sent them three messages for it but they kept say amount refunded to my wallet on souq and the bloody application doesn't have "wallet" item

during the white Friday i have purchased many items from souq.com one item was set of 2 watches not received and already paid and till today i 'm not able to know what is going one
as well one item DVD for PS3 requested received for PS4
this is not acceptable and need to have thees items the soonest since i'm leaving for vacation
Dear Valued Customer,
Thank you for contacting us,

We would like to inform you that we will follow up your request with the concerned department.

Don't hesitate to write to us again for further inquiries, as you can also contact us on following number [protected]
Thank you for using Souq.com
Re: [#[protected]]

I made an order in Nov. 23rd using my Visa Credit Card and it was expected to be delivered in Nov.30th. I called souq.com made a complain in Nov. 29th complaining that the order has not been shipped yet and i will not be available this week to recieve the order and the souq.com representative confirmed that it will be delivered on Saturday Dec.2nd but the orders has not been shipped till today Dec.1st. Also, i called again in Dec. 2nd, and the representative told that a concerned manager will call me within 30-60 min. And he never called. I was forced to postpone my travelling date due to the order delivery delay. This is in addition to the email complains that were never been replied to (ticket [protected] & [protected]). I am really pissed of your service quality and ur awful complain handeling. N.B the order has not been shipped till date
Waiting for ur feedback!

I have ordered items on 24/11/2017 and the delivery date was supposed to be 2/12/2017 and since then i keep on calling more than 11 times and I only hear lies from the customer service team, the item is not delivered and the courier doesn't have a specific day for delivery despite the promises I receive from the customer service agents and the Manager who apologized and promised to deliver the items yesterday or maximum today and its not happening.

Shipment History
Date/Time
Activity
Location
Friday, 1-Dec-2017
02:56 PMReceived, READY FOR DELIVERYAbu Dhabi Hub
02:20 PMReceived, RECEIVED AT HUB CONFIRMEDAbu Dhabi Hub
02:20 PMReceivedAbu Dhabi Hub
02:20 PMReceived, READY FOR DELIVERYAbu Dhabi HubFriday, 24-Nov-2017
08:37 PMCreated, CREATION CONFIRMEDDubai Hub