Souq.com
Reviews and Complaints

I bought a handbag from Souq.com on 22nd November 2017. They delivered the product on 23rd November. I was not happy with the size of the item so I requested a return on 23rd November. As advised in Souq.com return policy, I opened a return ticket, prepared my package and then called QExpress to let them know that I have an item to collect. Since that day, I am calling QExpress and Souq everyday to check when they will come to collect my return. Everyday they are telling me that they are very sorry and they will create an urgent request. It has been 13 days and still no progress. I am advised by a customer service agent that I need to go drop the package myself. Clearly this is the reason people are doing online shopping. Never trust Souq.com, they never care for their customer once they sell the product. I am not shopping with Souq.com ever again.

Ordered items on 24th Nov, Delivery date mentioned 2nd December.
2nd December I call and I was informed one item is not ready despite it shows ready for shipment on their online portal.
I asked to remove the item, CS said it will delay the shipment by 1-2 days. I agreed.
3rd December I file a complain as item was not removed online, I call to follow up, item still in order, they said AGAIN they will remove it but there will be a delay AGAIN.
I received official e-mail saying item was removed.
4th December I follow up by phone as item is removed to check on delivery date. I was told it is within 2 days.
5th December I get an SMS saying delivery date is delayed to 13th December! And no, item was not removed.
I file another complain online, I call, I try to escalate, but it seems they just don't care.

The feedback is that due to high demands on black Friday they are very busy.
Funny enough I ordered another item from souq.com on 2nd December I received it today :))

*note I choose all items "fulfilled by souq" to ensure I don't get delays in shipment, but it seems it doesn't mean anything to them.

Amazon, Shame on you acquiring such a company and put your name on such a service.

Any Luxxe Products being sold lower than AED300 (Luxxe White, Luxxe Slim and Luxxe Renew) is considered as fake.. The company, Frontrow International, who directly distributes the products to the sellers have a company policy for this.. Attention SOUQ.com, maintain your credibility by making sure that the said products are not lower than AED300. Thank you.

Such Bad Service is running by Souq about CSR and CS Manager always they say our manager will call but no body call me and no body care what we buy because i pay online and no body care if you pay online best policy Pay on Cash if delay return items i will say very poor service running by souq they just make people fool to buy online but no action i have more then 5 complain till now i not receive any call from manager and any message from manager. on delay i cancel by order and will update all my friends not to go souq for poor service.

call me any time i will give you all detail how is your customer service..

03.12.2017 @ 2:50 PM

I am complaining the guy named MOHAMMAD YOUSRI. He's very arrogant guy! I'm just asking for the delivery status of my item. I am always buying in souq for more than 2 years because their customer representative are always friendly as well but this guy.. STUPID GUY MOHAMMAD YOUSRI and this is the first time ever happened to me. He doesn't have any customer service attitude! WORST CUSTOMER SERVICE! HE SHOULD UNDERGO MORE TRAINING.

Everlast MMA kickboxing gloves ordered Nov 26, delivery Dec 3 A's scheduled.

Package label had correct item I therefore paid 101 dhs cash as arranged to driver

Package contains no gloves but a computer mouse.

I called the driver immmediately, he told me contact the call centre and he would return tomorrow.

Mennah at the call centre gave me a story about the cash going back on my account: I said I want the correct item- the MMA gloves- delivered tomorrow.

I want the gloves delivered in 24 hours, or I want the actual cash handed back to me.

I actually want the gloves, that is my preference.

Yours is the worst service I have come across so far.
Placed an order close to 1000dhs 10 days back, you give a certain date of delivery while placing the order and then have disappeared. The order never arrives. Its like become a routine for me to check with you guys on a daily basis. and your customer care team is the most incapable and team with no authority. You guys find no shame in keeping your customers in the dark and treat them like nothing. Thank you for the experience, please learn somethings from the other successful online portals.

farhan shoukath here
i ordered so many products from you and iam happy with your service but last some products have some missing parts like order no is [protected] mirror with removable magnifying mirror but i got only led mirror there is no magnifying mirror so plz send me that magnifying mirror i paid 40sr for dat .and second order no [protected] self stirring mug i ordered blue you send me white mug whats this nonsense just send me blue mug

I just received my order which I really appreciated. However I was not notified that my order will be deliver in advance as i was expecting it on future. It was my dayoff and since I am evening shift, normally i will wake up late, could be afternoon. I woke and received an email that my package had been shipped. So i was not informed in advance at least make it the day before it shipped. I woke up at 1240 ish and received a missed calls from 11:30. Normally, my phone is on silent. I should blame myself to that and I called the delivery man as I believed he waited for 1 hour. I met the delivery man and he gave me an attitude and shouted on to me. I even apologized first when he open the car window but is that how it supposed to be? What if I was at work at that time and I could definitely missed my order or it might cancelled. I didnt got the name of the driver as he was shouting on to me. What kind of service is that? I sincerely apologized to him at first and he still shouting on to me and felt embarrassed to people around us.

I bought a Philips shaver from souq as per adv on the app
I discovered that it is fake and not made by Philips
This is a cheating case by Souq Egypt and no one from the customer service care about this, other than to get back the product
My concern is to get the original product and to have a legal action against their seller
Thanks for your understanding and prompt action

They took double payment and didn't return back the lowst customer service department not qualified people very helpless the quality of products are not the same as described and my money didn't come back even it was taken by there system without my approval and still they don't want to return my money back after sales service also bad they took delivery fees and didn't install the items and they want extra fees for installation I complained many times and no body is caring really very low standard

I did an order on Souq on November 22nd. Expected delivery date was on Nov 25th.. They called me on Friday 23rd for delivery at office, which is not normal since it's weekend. I asked them to either deliver it on Sunday or deliver it to my house..I called Q-express on Monday to ask about the shipment as it was delayed (was expected yesterday).. Bug surprise as they told me that I called them and cancelled the order.. after insisting and asking them to send me the records of my calls, they finally admitted that someone from their teams did a mistake and cancelled the order. and they apologised and offered me a refund of the money i paid..which is not logic as the shipment was intended to be a gift that i purchased during Black Friday and the item is out of stock now. I insisted to get my item as i paid for it already on Nov 22nd.

They raised a case internally to check what happened with my order and where is the shipment now.. I called yesterday and no updates. the delay is 4 days now.

I also opened a case at Souq, but no news yet.

Qexpress did a big mistake and will never trust them anymore..

Good day I hope you are all fine.

I know part of this complaint is not for you but still you can take a look at it since Q express is one of your delivery company.
Actually the reason for this is to raise a complaint regarding my shipment. Maximum delivery time that I was informed from your website is November 26, but unfortunately it wasn't deliver which I understand because of the numbers delivery. So I was expecting it the 27th, I also received a message that it is out of delivery already, I've waited the whole day and it didn't come. So I called Q express CS, I was assured that they guys will deliver it the next day 28th, okay I understand again but unfortunately it didn't come. I was so disappointed because you guys keep on telling me the word "tomorrow you will receive your shipment" I was also informed that someone from your team will call me since I really need it badly. So yesterday one of your driver called me but unfortunately I wasn't able to answer it since I was at work and it is already late but even though I called the number back right after 15 minis. So he said he will deliver it to my place that night, we even talked about the directions and landmark of my address so he can find it easily. My parents waited but I just learned that nobody showed up. I call today tracking my shipment but Maria from your CS told me that I will receive it tomorrow. Like seriously?! I don't think I am impatient or something. I believe it is your shortcomings already not mine. The items is even intended for a gift but unfortunately the birthday is way over. Nobody seems to be even helpful every time I called. This is the 2nd complaint I raised through sq but nothing happens, it a shame on your part as well since the blame will be directed to you not to q express. Thank you so much.

Order ID: #[protected], The courier brought just one item and another item
Xerox WorkCentre 3215NI Multifunction Wireless Laser Printer not came ! I asked the courier where is it ? He told me that sir sign here I will check and bring it . He went to his car and didnt come back to my office. I called him where is my item why you didnt bring and took my signature and talked to me lie. He said that I am not working for souq.com and call them ! what is this ? how we will trust souq.com !

I bought a mobile phone Hawaii H5 2017 from souq.com
The device has a problem with the camera app that doesn't respond. I called the customer service who told me the process is that they send someone to take the device in 48 hours and 24 hours they received it and send it to the seller to check the problem in 48 hours. They returned it back to us and called us to say they repair it. 2 days later the same problem shown again. I called them back. They started by saying they didn't send it to the seller, they check it by themselves and found no problem. (How come I am wasting time to call them while no problem?) Then, they asked me to go to the repairing center to got a certificate said that the device has a problem. I went but they asked for another certificate from souq after reusing at the beginning to give us the certificate. Is it possible to go through all that headache because I trusted what supposed to be a good reputation company! Please I want my money back .
P.s. there are dozen of complaints on Facebook pages of similar problems

-Order ID: # [protected].
-Order Placed on: 23 November 2017.
-SHIPMENT 1 OF 1 - Expected delivery: Sunday, 26 November 2017.
-Till today 28 November 2017 order is not delivered.
-Customer service are not supportive also complaints department can't contact with them and don't give any attention or help to their customers.
-I decided to pick up my order from Aramex branch to save 2 days for delivery, to deliver within 3 business days instead of 5 business days.

Order #[protected]

Shipped by: Qexpress

AWB: [protected]

This item was supposed t be delivered on 24th Oct. I called q-express customer service on 25th I was told there is a delay and will be delivered on 26th, on 26th again when I called the same response I was told it will be delivered on 27th on 27th the same thing today is 28th Oct and still the item is not delivered.

This is highly unprofessional behavior from the customer care of Q-Express they cannot keep on changing the date of delivery and seem to be least bothered about customer.

I strongly suggest you change you shipping partner else you will start to loose customers starting from me.

I've bought a kindle paper white through the Order ID: #[protected] since July 2017. Afterwards, I've noticed the appearance of white horizontal lines in the screen which is making the text lines not clear enough. However, I approached Souq.com customer service via phone and they collected it and after around one week I received it again without any change. Moreover, the lines defect which I'd complained against increased and appeared vertically again. (refer to the attached photos)
I contacted Souq.com customer service one more time and they informed that the problem was described as physical damage, I argued that the statement Isn't accepted as there is no physical damage on the devise and the defect is some how common in some kindly devices (you may google it for further information) - refer to the attached link: https://www.youtube.com/watch?v=Rari3Q6OV0M

Again, souq team collected the device one more time and they've sent it back as it is without any explanation !

I'm really disappointed as I bought the kindle from a trusted company (Souq) and actually my problem isn't solved till date. There is a defect in the device and you ignored my repeated complains. Therefore, I need an urgent action from your side.

regards,
Mohamed

I had returned my device with order ID : [protected] on Nov 2nd to claim my warranty( only 11 months passed for 2 years warranty). I have been following up very closely with SOUQ the return validation and processing.

SOUQ tells me to contact HELPBIT and HELPBIT say they are waiting feedback from SOUQ. Both the teams are playing with my case with out giving me proper clarification or conclusion.

Its has become my routine to call SOUQ and HELPBIT, every day its the same status with out any conclusion. More over SOUQ team says i need to have patience even after waiting for 25 calendar days.

Hi,

I had purchased (9) perfume bottles from Souq as per order No. [protected] - order date 22/11/2017. The order total was AED. 606/-, however my credit card was charged AED. 615/- although the shipping charges were free. Also it was mentioned that if I use my Visa Card, I will receive a further discount of AED. 50/- which I did not receive. Can you please see your way, to pay me the difference of AED. 59/-. I think the problem was that I ordered (3) Kelvin Klein 'Truth' @ AED. 59/- each and they confirmed only two were available. However, they have charged me for three.