Souq.com
Reviews and Complaints

They were good with electronics, received the items all fine, no problems and watches (sometimes some delays but can also be earlier as depend on the seller). But other items don't expect much... received a totally different item from described and Souq couldn't even communicate with the seller to check what happened, I wasted exactly the same and they have a 48hrs response from seller and even after this time they didn't reply and Souq didn't do anything. They would give the money back as compensation to Souq account, even telling them I wouldn't be in the country so I couldn't purchase, I wanted that item as described or money back, cash, but they have their own rules. They always say it will be escalated the issue but no response. They always say they will contact back but never do, I needed to call them all the time, getting stressed as they don't response the issue promptly. Their rules are ridiculous when it comes to customer service, even begging to speak to a supervisor they cannot do it, I needed to open a request to speak to a supervisor and than he would reply in 24hrs! What is 24hrs for who waited already for 3 days...
Items informed to be delivered on a specific day (even like 5 days after the request) and items never come, they would never communicate anything if you don't contact them to check what happened. I informed that was urgent even after the long waiting but still they give same response, maybe tomorrow by the end of the day, maybe by this or that time, but they never contact back or seem to care (didn't received the items by the way, and different sellers). Very disappointed with their services after some time, really stressful situations with them and specially customer services. How can they keep advertising those type of fake sellers or items, don't bother to check further... or don't even give a feedback or contact in anyhow their customers. Ridiculous.

I bought a car last month from souq. The car delivered to us was in a broken condition with steering wheel wire broken, battery burnt. The next day I coordinated to return the product but souq as well as seller are not giving any refunds. In fact I have all ed the call center more than 10 times. No action is being taken.
I have requested them repetedly to provide pictures but no one seems to be addressing the issue.

I bought an acer laptop about five days ago, when I opened it I found out that it did not have windows and the hard disk is corrupted, but it's installed with linux. When i emailed them they told me that they would solve the problem but it's still hasn't been solved. I accidentally threw the package box without opening the laptop, now they keep putting the blame on me claiming that, they wont take it back unless i have the box. Now where am i supposed to get it . And why do they have to sell a laptop without windows and hard disk corrupted.

Dear Sir,

I am very much disappointed to inform you that the package has not so far been received by me.

I have paid full amount on 27th Jul and updated the delivery address online to deliver it in my current office. Despite that the courier has gone to my previous address.

Second day according to the courier he has tried contacting me on my cell and did not get through though my cell is always on. I do not understand what is happening. Making some excuses and not delivering the package!

As I need the delivery today, please make sure that the package is delivered today.

Looking forward to receive your earliest action.

Regards

Please note that I have not received the item I ordered which is a wall mounted cereal dispenser. What is delivered is a normal cereal dispenser and not as per the specification or brand what I ordered.
Kindly arrange to either delivery the correct item or to refund my amount.

Looking forward to your positive reply and cooperation.

Best regards

Neetha

-Purchased Samsung S7 edge Mobile on 08-04-17 (order date)
- Contact [protected]/ [protected]
- since 15-07-17, suddenly Mobile camera is NOT working completely
- reset has been done at once but not recovered
- request exchange with Samsung S8 edge (with Midnight Black, Dual sim) and let me know how much I have to pay extra or just repair it.

Enclosures:

1) Present condition of snapshot in camera
2) copy of purchased receipt

I have ordered Abdominal Muscle Exercises Machine, PRODUCT INFORMATION & SPECIFICATIONS was Brand : Other, Sporting Good Category : Outdoor Recreation, UPC-A : 00SASP000004, Item EAN : [protected]. But i received other than above mentioned. Furthermore find attached file complaint conversation history between buyer & seller to easy understand.
Based on this raising complaint to Souq Customer Service. Kindly advise the procedure of returning back. Awaited your feedback.

ORDER ID:[protected]
this website is looting people. they are giving away old products claiming them to be new on the website. the apple warranty is expired on the product. it was originally sold in 2014 when i checked on the website. i got some warranty from al waha warranty co. i dont know what to do with that. i opened the box. i found local earphones which were not original. even the charger and cable seems to be duplicate. i neglected the fact because i was leaving for india in 2 days after the order was delivered. at the riyadh airport i started facing network issues. i thought it is my sim problem. after reaching india i changed my sim and it still doesn't work. the sim card works on other mobiles. i filed a complaint and they closed my complaint ticket #9851136 without solving my issue.

Dear Souq

Order No: [protected]
Item: Huawei Mobile Phone
Model: Honor 7 - 16GB - 4G LTE - SILVER
Item Code
www.souq.com
Payment: Credit card
Delivery Date: 17.05.2017
Returned date: 23.05.2017

* We again received item today 23.07.2017 @ 12 noon hrs.
- initially we returned this item because we did not like the product and we wanted to add more money and a different mobile. that was our primary intention, secondly the mobile phone had issues when we used on first day.
and when we complained and returned the item, souq is forcing us to accept which is totally unacceptable as per customer return policy and consiumer protection.
- Item re-Delivered 60days after return date (what does your return policy says?)
- we found photos inside the mobile phone and some indicating they were taken in the bed room. Can't understand why mobile phones are being tested or checked in the bed room.
- we cannot gurantee how long this phone was used in the bed room.
- Souq initially had said the mobile phone photos had been sent by the supplier to them. can we see them as well for double checking.
- we continue to reject this item as there are so many issues surrounding it.

- Item bought but due to complaints on defects and issues raised to souq.com we returned the item.
- Item returned within the specified period as per Souq terms and condition.
- Spoke to souq.com representative and they confirm that item received in same condition as shipped but only the package seal broken.
Our question here is how can you buy a package online without opening it to check and confirm if it is what has been bought”
- Only when item was returned that souq.com made us to understand that it was from a third party. We paid money to souq.com and not to a third party. So we do not have any contractual agreement with any third party.
- We also returned the item on the fact that there was no warranty.
- Souq.com is refusing to process and refund cash paid for the item.
- After spending much time on the phone, Souq.com representatives have not been very cooperative towards the resolution of this issue.

We asked them to prove that we do not have the right as customer to return and get a refund of this item.
We complained item was defective. After being returned to souq.com, they claim item is ok.
Ok on the basis of that we do not want the item for what soever reason anymore as it is our right as customer to return and report that item is defective and ask for a refund of our money paid.

Its been 60days since item was returned and they are not refunding our money. we continue to reject this item

anticipating your prompt respond in resolving this issue as we contunue to protest this item. we do not want.

thank you
Veronica Boyo
[protected]

Hy,
I have made an order from this website and they have sended me the wrong item with the same name and the classifications of this product is not same as said in the website and I have contacted them and they said they will take back the item from me and they will transform the refund to my souq.com account and I can make another order with it or I can transfer it to my bank but none of this is possible to me and I asked them for 50 compensation as they can't give my money directly and they are not ready for it, They said they can only give 25 compensation and there is nothing for me to buy for that rate and also in the package there is another item that I didn't make an order of and I been trying to message them but they doesn't reply to me and please find a solution for this...

By Ihab
My order number : [protected]

Hello, I was living in Dubai and my experience with Souq.com while living there was beyond great! My orders used to arrive very quickly. Very professional people and they know what they are doing. I returned to Egypt and I am appalled at the level of service here!

First experience; I ordered 2 stove tops. They reached my place way beyond the expected delivery date after multiple follow ups from my side and unjustified delay excuses from the customer service team.

Second experience (still going through it without solution till now); I ordered a painting on the 2nd of July. They kept chasing the supplier (or so they told me) until they got it on the 9th of July! From the 9th of July to-date (19th of July), the painting has not arrived to my home place. I have called several times and sent/escalated several complaints. Every time, someone from the customer service calls me to take my home address (although it is on the system already) and promises me to deliver the painting the same day or the following day max. Nothing happens. I send another complain and I receive another call with the same content. I then receive calls from people from the Logistics department asking for the address because the address taken by the call center does not reach them! Then I receive another call saying the driver cannot locate my address without even trying to call me for clarification if that was even true!

The most recent thing just now, I received another call from customer service asking for my address again! I am really really beyond frustrated. I cannot believe this is the level of service I am getting from you. I am angrily surprised to what extent things are at mess within Souq.com egypt. It seems departments are not talking to each other. There is no synchronization of systems, people lie or hide information to cover mediocrity. I am very upset, angry and frustrated. I need this painting delivered to my house ASAP and I need you to interfere to study how the logistics cycle works in Egypt that such a mess does not happen again to me or to any customer who really rely on you to satisfy their needs that sometimes are seriously urgent.

Thank you
Sally Abou Ouf
Mobile: [protected]
Email: [protected]@hotmail.com

Asslam walekum,
Sir I order one mobile phone having order no. [protected] in this order no. I order one plus bullets also which I received but the other nokia phone order cancelled and they said amount will be refunded within 5-7 days. Then I make another order for this phone which has order no. [protected] and again this order has been cancelled from souq.com now again I have to wait for my money upto 5-7 days. So this is not correct I asked this customer service of souq that dont refund the iind order please provide me the product with another seller so they are not agree with this. As if seller doesnt fullfill customer requirement why they are keeping the availability of product. So my concerned is that the amount should be transfered upto tomorrow or they have to provide me this product with another seller.

July 7 I order rear case of note 4 spigen case of note 4 and the battery of note 4

I did not open the case... And I paid it. Suddenly when I open the plastic the colors of that case that I ordered is not match... And also the battery I ordered is for note 4 battery.. I disappointed because I received S4 galaxy battery... This is the worst online shop... I didn't order here again.

Dear sir/mam,
I have placed an order of a mobile phone from Souq.com (Egypt) on Monday July 3rd 2017 with ID number: [protected]. I was informed that the expected delivery date is Sunday July 9th 2017. It is now Monday July 10th 18:18 and still my order is not delivered. I need to inform you that I might not be available at the delivery address as I have other obligations and the stated delivery date at time of purchased item has already passed. This is unacceptable.
Kind regards,
Alaa Azmy.

I ordered 2 mobile holders for cars - Tracking no. [protected] - and received confirmation on July 2 that the items were shipped. I received the order on July 3 with receipt of the two items. I paid the full amount of the order (LE 288) without opening the bag. When I opened the bag, I discovered that it contains only one item. I called souq.com to complain and we agreed that they will send me the missing items within 48 hours. Now, after 4 days I called souq.com again to check. I was surprised to learn that nothing happened and that I have to go to souq.com again and re-order the missing item. This is very bad customer service and I would like to get my money back to order from another site.

Souq.com owes me 129 Egyptian Pounds.

Thanks

hello dis is lucas
Hi i bought the jbl extreme from souq.com from seller called dod_uae. All a month the jbl extreme was ok suddenly i heard a different or an unusual soud which was not expected (like damage speaker). so returned the same product to souq.com on i think 8 or 9th of June 2017 which was received by saller dod_uae on 15 june as i got text massage.
sou.com promised me to deliver after 14 days depending upon repairs of taken time.
i called souq for query about my product they said it has been sent to service center which i do agree, its been delayed by the seller which i got response from them.
My question is... wer is my product and whr is the status of it, y it is takin lg so long to repair and if it is under repair? then y i dont get any update ? y i have to cal everytime i want answers.

I ordered for an item named"Baby car seats child safe cars seats child car seat as picture color[[protected]]" which worth Aed-99.95 which had given as offer price.But i received another item.dat is multi function baby cushion which cost Aed-55 which is shown in the site.kindly return or refund on urgent basis.ur quickest action will be highly appreciated. I have attached the pictures of the one which i ordered and the one which i received.

I bought an xbox one from souq and when I received it it wasnt working and just rebootibg and tried booting it up on many ways like coneecting internet and not then I contacted souq and they said they'll take it to check it themselves but when they took it they sent it to the seller to check it and said it was working although it didnt work when I tried it which mean he might have done something to it and I contacted their costumer service multiple of times but they did nothing.

I ordered on souq.com on 28 june and they said ill get my order by 1 july saturday but then I get my order on tuesday 4 july and the delivery guy calls me and says I need the location to come, he reaches the location and calls me on 6:52 and I called back on 6:54 and he doesnt pick, then again I called him and picked up and says I cannot come to deliver your order because I m out of tht area and says to wait 2 mins ill call bak then I call him 15 time and he picks up 16th time and says I cant come. He hardly waited minutes in my area and blames me, I have been waiting for order for more the a week and now he says it has been delayed this is not a way, I need it by today anytime even at 10 o clock or 12 o clock I dont care I need it today
Thnk you
Hopefully u will take action
Delivery boy's phone number:[protected]

I ordered two baby car seats. One was delivered 3 days late than it was meant to. Order number/ID [protected]. Was meant to be delivered on 27 June 2017 but arrived on 30 June 2017! Another problem was that I ordered a baby seat and there was 1 left in stock, order number/ID [protected], I bought it and the next day I receive an email that my order was cancelled because it was out of stock! The website should not state that there are any products left if they can't deliver! It inconveniences the customer a lot. Please take action

Regards,
Aman Singhala