Souq.com
Reviews and Complaints

hii,
I bought a Lenovo phab 2 - 32GB - 3GB RAM, phablet through souq.com on 15.11.2017 with following details,
Order Number: [protected]
Shipment Number: [protected]
till yesterday phablet was working fine BUt it got Switched off previous night suddenly and after that it's NOT getting ON . A Lenovo logo is appearing and disappearing while charging the phablet, but it's accepting the charge. So pls replace this faulty phablet or kindly return the amount and do the needful to me.

With regards,
Arshad iqbal

Hi,
I had ordered a pair of badminton shoes. My order number is [protected], which was promised to be delivered today, 22/11/2017. However, upon not receiving any information on the delivery, i contacted the customer care and inquired about the delivery status. Only then did they contact the dealer and get to know that the item is out of stock (and they had to cancel my order).

At least this should have been followed up on and informed to me earlier, not the day of the delivery ! This is the first time I am using this site and I am extremely disappointed at this unprofessional behavior from your part. I will not order from Souq again.

Hello,
I'm from Egypt and my last order number is [protected], I received only one Molfix instead of two. Since the order is sent I've been calling the customer service of Egypt and I had the worst experience, from 12 of November till now they are saying within 48 hours we will get back to you! They didn't send the Molfix till now or even refunded the amount paid. I'm extremely disappointed from the service this time. Please proceed with an action to absorb our anger because we paid for something and we didn't recieve it till now! It should be a simple thing and I didn't try big orders till now with Souq and seems I will reconsider after this experience. Thanks

We are extremely disappointed and angry with the treatment we have received from souq seller support. All matter aside, all my complaints aside, the most offensive thing is that when I am calling now my calls are being slammed shut and disconnected by the representatives. They say they are transferring the call then drop the line and twice they just disconnected after hearing my matter. This is not the way to run a multi millionaire business. Sellers are the reason your company stands and this is not the way to treat them.

Now coming towards my matter, a customer returned the item we shipped to them and the reason was that we shipped the wrong item, which was not true as the item was exactly as mentioned in the description. Now when the item came back to us it was completely destroyed and in unsaleable condition. we complained against the item and requested for it to be sent back to the customer and transfer money to us. I waited for weeks to hear from them and when they finally replied to our email they asked for picture proof of the item (which i had already sent too)
Now it was a little unclear to me as they said they want picture without the box and I was skeptical as we have never received a request like that so i sent the pictures again of the damaged box. Now if they see properly on the box it says the name of the item that is mentioned in the description. However, just because I did not send the correct images they asked they decided themselves that we are lying (even though we have sent and mentioned that the item was correct and sent pictures of the item) and they refunded the money to the customer and accepted return from our side.
For ever little mistake or delay made from our side they call us hundreds of times and send hundreds of emails. but for this little thing they could not send one more email saying no we need images without box? What kind of process is this? You are saying that we are lying? There is no respect for sellers and no proper channel for the sellers to make complains.
We want the money and we want the item taken from our office. Very disappointing service. Will definitely take severe action against this!

Dear Team,

I have placed my order (Vogue, Stackable Mirrored Shoe Cabinet - Walnut 5 cabinet) on 9th of November as per the call center and souq website I was suppose to get delivery on 11th November
no email or contact from souq on 11th so I called up souq customer service on 11th to ask where is my delivery they told me you will receive with in a bracket of 9:00 am to 11:00 pm and I dint got the delivery on 11th
so I followed up and called on 12th December they apologized and they gave me the no of courier company to follow up.i ordered through souq and I need to follow up with the courier company 1st case
2nd case on 13th November with out informing me the order got cancelled and there was refund done to my account (note - without informing me)

I called souq again on 13th November and spoke with MR.Ahmed to know why my order is cancelled they told me because of unavailability of stock my question is it should be informed before making any transaction or cancellation for me.

after that the agent told me to book another request as on site the product was available so I went ahead and booked another (Vogue, Stackable Mirrored Shoe Cabinet - Walnut 5 cabinet) on 13th of November and as promised by the MR.Ahmed I got the delivery on 14 of November
the story dosent end here as the delivery happened on night on 14th I dint got time to check the delivery I checked on 15 and guess what is been given to me instead of 5 cabinet they gave me 3 cabinet of shoe rack

and then I called up customer service spoke with MR. Islam Farik floor supervisor and explained him everything on 15 evening around 6.20, I was told we will give you call back with in 15 minutes but that dint happen i called up again after 1 hour i was fed up to explain each and every agent same story again and the agent was not willing to give the phone to MR. Islam farik then i spoke to Ahmed who already know my story of delay and then i went ahead and explained him whole story and on 16 that's today some one will come and pick the 3 cabinet who rack and refund will happen as promised by MR.Ahmed.

in between this i feel cheated as without informing me the order was cancelled
and if stock is not there team should contact me and tell me that 5 cabinet is not available instead we will give you 3 cabinet that would have been easy for us but instead i have to call and lodge complaint and then agents are telling that may be the 5 cabinet not in stock hence 3 cabinet sent to you(clearly pathetic service from souq, bad customer service experience, wrong commitment/information)

waiting for the refund to happen and the 3 cabinet shoe rack to be taken back from me.

Regards,
Deepak.kohli
Deepak.[protected]@gmail.com
[protected]
[protected]

Dear all,

Good day.. unfortunalty we are sending such feedback about Souq egypt as there is delay to solve the issues that we face and no follow up also the account manager is always unreachable as they told us (19932) that there is an hassle in managing the accounts and we dont know who is the account manager then said that the account manager will contact us within week! And no show..

so we started to follow with the call center to get a updates but it wasn't useful as agents give different answers so we submited a complaint on the portal and got email that they will finalize the issues after 48 hrs.. and no feedback till that moment..
So seeking your support to investigate and solve the below mentined issues:

1- #[protected] we sent to the account manager as the box returned empty without the item

2- #[protected] returned before delivery unsealed with fingerprints on the device screen

3- #[protected] & #[protected] both are cancelled items but not from our side and reflected on the account as a cancellation and after checking with 19932 some said from the courier branch and some said its from the customer side and some from our side
4- #[protected] delayed to be delivered to the customer from the courier and broken.. while the delay wasn't from our side and we got negative feedback reflected on the score

[protected] delivered broken to the customer.

Its not the 1st time to afford mistakes like damaging or loosing items (please refer back to the history) but we shouldn't afford the device price nor shipping fees
Last call with the call center agent (ahmed mahmoud) I was following up on the cases he said that he cant check more than 3 cases and was very aggressive..
Its very wired to face all those problems with no support from the call center & account manager specially that we are Dealing with Souq.com, so we are seeking your co-operation to solve the above cases ASAP

Unfortunately I discovered 6 months after I bought the Nikon D750 camera and the 24-70 mm lens that they are probably defective or even fake.While using it lately some problems started coming up..So, I searched over the internet what to notice to make sure that you have a genuine Nikon..and what I discovered is that the sticker with the serial number on the box of the D750 body only that souq.com sent me belongs to a D750 24-120mm lens kit.Plus the description of the product above the bar code that mentioned that this was the kit, was erased nicely with a black marker.Furthermore the Nikon warranty card was nowhere to be found.Something is clearly wrong.In addition the box of the 24-70mm lens was also missing the sticker with the serial number.Although I noticed those "imperfections" when I first received the package, call it enthusiasm, call it stupidity I didn't act.. I wouldn't expect an almost 3500$ buy to be defective or even fake..Of course after a week of phone calls to souq.com hotline still waiting for a reply from a person in charge..

My order was returned by seller i have not returned it and now status of my order is returned. And now i did not want it any more please don't deliver it again also in not responsible for it and i will not pay for it now .i have not returned it it was returned by seller i hope you will do the same as i want it was cod method i want you to let it be where it is please i don't want it now

ID [protected] I received delivery message on today morning and call from delivery person on today 28.10.2017. That time I was on Carrefour burdubai and I request him to wait 10 minutes. He agreed and I reached with in 10 min time on my delivery address of Al waqas restuarent but I did not found him. I call to his number and he told me to come to another location in of McDonalds which is totally no relation with my delivery address. I asked him wy you are not delivering to my agreed address, he replied he found no parking space. I walk to Mcdonalds and I again call him from my phone. He reached me after agreed time as I asked him why you did not wait for me in my delivery address. He argues with bad words and explain in indecent behaviour he cant wait for anyone. He also explains he did not found any parking area for his two wheeler which I feel he is lying because a two wheeler can park smootly in my delivery address. I feel very disappointed in his behaviour and tough attitude to me infront of others on a public road. Because of this I rejected to accept delivery from his hand. Requesting to take necessary action to avoid such things .

I sent bellow mail to souq support egypt they even didn't open it and i raise a phone complaints from 2 weeks also no response.

Hi Souq Team,

Regarding ORDER ID: [protected] I was selling iPhone 8 Plus 256 in 5 Oct 2017 with 23, 999 EGP market price on souq.com Egypt was 23K EGP to 24K EGP and my last call to CS was 19 Oct 2017 to know what's the wrong with the shipment as not delivered for 12 days, the CS agent called the buyer and the buyer confirm that he needs the iPhone and the agent returns to me again to say that no problem the iPhone should be sent 21 Oct 2017 by max to the buyer. SUDDENLY i was tracked the activity at night I found CANCELLED AS PER BUSINESS RULE (the agent didn't mentioned this rules to me even didn't renew awaiting for cancellation as the buyer need the iPhone), I've called CS he was the same guy who called the customer and I told him now I've lose a lot he told me the system canceled the order automatically as long time and not delivered to the buyer, i asked how many days you should wait the buyer answer he told me 3 days (I DON'T KNOW HOW AS I WAS WAITING 12 DAY), finally the agent told me he will raise a complaint to make a compensation and also he told me the service level is 48h to answer me regarding the complaint but the 48h passed without even telling me that you investigating or in progress.

NOW, if you checked the same mobile on souq.com Egypt you will found the market price is 20, 199 EGP to 20, 499 EGP, so i my loss now is 3000 EGP without your 3% commission.

I want to know now what is your consider my compensation?

NOTE: If you didn't reply within the next 24h, I will raise this issue to the upper management is Amazon Worldwide Support.

Regards.

the order id [protected], this order i was return for refund on 9th Oct, still i am not received the refund, i was wasted money for call your customer care couple of times in a day, as last one week. there is no response for anyone and everybody is telling wait 48 hours to 72 hours, from the last 15days, i am totally disappointed and now not satisfied in souq doing like this.Also I was called to seller for confirmation to receive the item, but i dont know why the seller didn't received the item from smsa express.

I am complaining a bout that there is any respect for the seller, there is no any way of communication possible to know who will be my account manager,
At first someone called me and said I am your account manager and so on.
Then I faced a problem of many rejection for my product for reasons thats not true at all. He said I am not your account manager and I cant help you, cal the operation and they will get you one, I called the operation to get me a [censor] account manager they talk in very bad way and then said in 48h someone will call you and untill now 8 days and nobody has call me.
The suffering didn't finish I was hardly trying to upload my product and I sent like 10 complaint mails and need help mails they call to send me a mail that the problem has been solved but truly it not
I upload many product they accept like 8 and they change the arrangement of the images like that so that the client can't even know what I am sellening
They only do calls to send the problem to someone els and so on
During this days I sold 25 product on jumia.com

Date : I bought on 22 of july 2017.
User MHDXQX
I selected this Acer laptop because of the operating system in the description of the product was Windows, but really your company sold this laptop with Linux as the operating system, for that reason I can not use until now. I had written many emails but I didn't get the solution to this problem.
I sent back on september to install the windows system and I received again with the same system.
Order #[protected] Order Placed: 22 July 2017
Payment method: COD
Order Summary
Subtotal (1 Items): 699.00 SAR
Shipping Fees: 0.00 SAR
+ COD Fees: 17.00 SAR
Grand Total: 716.00 SAR
The desirable solution for me is to refund full the payment or to install the windows system.

Very unprofessional. They never kept their word and never did what promised. Which is basically the same.
I got my order and it was defective. I tried to contact them numerous times and it was absolutely hopeless. Yes, I talked to them, they promised to call me back (why by the way? why couldn't you resolve the question at the time I was calling?). They never called me back. When will this be finished?
Terrible service!

I purchased a Christmas tree cost 289aed expecting to recieved this item exactly what in the advertising says.
Christmas tree without decors cost 150aed thats why i decided to get the 289aed with decors included.
But when I received it nothing includes but only the tree!
I always order in souq but for now i started thinking of ordering somewhere else online.

Totally disappointed on you people

Now i am very dis-pointed with souq.com. i was buy many things from Souq.com and i refer many friends but now i ts worst replay i
receive from them. I bought 3 mobiles Iphone 5c from Souq. com on 15/04/2015 and the order Id no:[protected]. now i have a problem with one mobile so i contact with Apple care then they asking Original bill. then i send them bill from Souq.com after Apple care simply said Souq is a not a main supplier and not authorized apple dealer so the bill is not valid. then i contact with souq for original bill or original suppler for that product then i send mail to Souq but the are said "we can't provide original" only we can give purchase order that also need to download with my order list. what is problem to them to give my original bill to me. i will never ever buy anything from Souq and i will inform to all my friends.

On 19th September I purchased a Russell Hobbs steam iron against order [protected], on the 10th October i raised a complaint to the seller of the product reporting the product was defective as it leaked. The seller responded 8th requesting a picture to be sent, which was sent on the same day. Receiving no response i escalated this matter via your dashboard to your CS on 10th October. By the 16th October I failed to receive a call, I called your office and raised a complaint, the cs checked with the seller and told me to contact him directly to discuss. The seller told me that he expects me to return a product to sharjah despite the product being delivered to Abu Dhabi. I have advised him this is not possible, the product is defective he needs to find a solution, I was told by the seller I had to call back Souq and arrange them to collect. I called souq they cant help they are just an intermediary are just a selling platform that offers no duty of care towards their customer which i find astonishing especially since I have been a customer with Amazon for years who are supposed to have bought Souq and the only reason i considered using your service! The CS then contacts the seller again to be told he is on lunch for 2hrs and will revert back and she confirms she will raise a complaint [protected] and someone will return our call after 2hrs. No call, I phone again yesterday to your CS to be told someone will get back to me within 24hrs, again no call. The customer service is appalling, this product almost electrocuted my husband when it was in use due to the water leaking.

Hello,

I need to complaint regarding my purchase order # [protected] . It is a pray paint Machine, the problem is the black nozzle is missing. Please kindly arrange to check this problem. I received these two items last Thursday October 12, 2017; and i just opened this afternoon and i found that this black nozzle is missing or not available. Hope for your kind understanding. Thank you very much.

Regards,

Duani
[protected]

My order number [protected] (brand new iphone 6plus 64 gb) that was bought on february 27th without any warranty card had major problems.

1) while charging phone screen was not working.
2) earphone was not working
3) phone speaker was not functioning.

I called souq.com within a week on 5th of march and launched official complaint and on 7th of march without providing any assistance they closed the complaint.

On 12th of march (within 12 days) from my souq.com account when got no response approached directly to seller he said I can claim warranty from apple authorised service centre.

From that time to till now I have been running after refund even after repairing is done two times wherein seller kept the device for more than 3 moths altogether and I could use it for 2 months in total.

I got pathetic service from souq.com.

I have been to apple authorised service centre and they clearly said this device is not bought in february 2017 and warranty is already over 2 years ago and it can't be repaired without paying 1400 riyal (attached proofs below).

They sent me refurbished device for whopping 2500 riyal.

And from 26th of sep to till now (14th of october) they have my device for the third time.
No refund just they are making excuses for 8 months now.

My first ticket #8277122
My ongoing ticket #[protected]

If somebody can help please!

I have a shipment order of 2 items but the parcel delivered was only one and then I decided to cancel my remaining order due to poor deliverance. So I check many ways how to cancel my order. And here comes the contact us on souq.com. As I open and click the menu it didnt respond but f you click to shop it will respond very very fast. What kind of service that souq.com was trying to implement. I read on internet that souq.com wants a peace of mind in their customers. Where is it now?