Souq.com
Reviews and Complaints

I made an order code (#[protected]) and I received an email like 3 days after in my junk mail! telling me that the order was canceled due to seller's inability to deliver even though I never receive any email from Souq.com in my junk so why this one? and I only got to see it 1 day before I was supposed to receive it, their website wasn't updated with the available stock, it's not my fault! I sent an email complaining about this situation to the customer service of Souq Egypt and they made one of their representatives call me at 5:00 am! It is completely inappropriate to call a client at that time and they sent an email to confirm that it was their representative who called at that time!

This was my first experience to deal with Souq.com and it will probably be my last if there wasn't an appropriate apology and a compensation such as getting my next order free of charge if there is a next order.

Thank you

Ordered a television 5 days ago. Arranged somebody to be at my place for the delivery. AGAIN no delivery. Kept calling. They said that the package hasn't been shipped yet. Without communication from their side my friend waited 2 days. This is the 4th order in a row that didn't arrive on time. Today, again without information when I checked the track and trace I saw that the order has been cancelled. I called them again. They said that it's out of stock. While yesterday evening it was still on the website.

Hi
My Name is Velma placed an order for specific items in colour, price and quality as shown in the Souq.com website. the items were to be delivered on Monday the 29th of May and the other n the 30th of May, 1st of all the order delayed no one called or even bothered to reach out, even after i call souq .com three times, they eventually asked me to call the delivery company who said the order will come today 31st May . True enough my order came i paid full price only to open the package to find out what i ordered and paid for is totally different from what i received e.g i ordered for 9kg dumbbells set for 121AED what was delivered was totally different from what was on their site and its a 6 kg set that was going for 93AED, Just imagine its 3 kg short but still paid for the full amount, 28AED difference! Haram, i also ordered for an aerobic step that was going for 93AED what was delivered is totally different and also is going for 72AED (21AED difference! finally i aslo ordered for a medicine ball of a specific colour and quality for 63 AED what i received was totally different, keeping in mind that you have to add 12AED for shipment and 4AED COD for each order and to top it all i sent emails and photos about my complaint, called souq.com four times today MARK you NO RESPONSE, NO APOLOGIES even from the supplier called "EMANSE"". This is totally HARAM especially knowing that when you dont have a product just be honest and say you do not have instead of selling substandard quality items just to get rid of your products, i am very disappointed just but to say the least Souq.com just ruined my day. Kindly look at what i ordered and what i received in the pics below. This is to educate everyone about the fraud going on with some suppliers @ SOUQ.COM and the fact that no one has reached out from SOUQ am sure they are used to such and continue entertaining their clients being ripped off!.

I have a collection of vintage eyewear usually oakley products that I sell from time to time. In the past I avoided souq.com because of their commission charges but just at recently started to list my items there. I have made two orders fairly quickly and as per souq policy, the money that i made after commission is frozen for 15 days, which on their website it states is only 3 days. Furthermore, at first I was told that the money is in my souq.com account and I can use it to make online purchases from their website, with a buyer account under the same username. Unfortunately that is not the case. I can only withdraw the money and have it sent to a bank account: Which only I don't have one. Now, the money is sitting in my 'souq.com' account as magical figures, and I'm out of two very good pairs of sunglasses that have been shipped to the buyers and I cannot get my money. If I want my money, I would have to involve a third party who has a bank account and have it transferred there, which would take another 7 working days. So time taken for me to gwt ky monwy 15+7 =22 working days. After reading soke of the comments here against souq.com, I've realised that the website is a sham. And needs to close down. If Amazon does not completely shuffle its operations and rebrand it, its just invested in a sinking ship.

I used this cream according to the instruction. It burned my face and I have the photos to prove it. I returned the product and I used it only for four days and they rejected my claim.
"your item has been rejected at the inspection stage due to discrepancy in the item state communicated by you and received at the warehouse. The item is being shipped back to you."

How can they know how my face was burned when they have not yet contacted me? And they product was in no way tampered with or damaged. I made sure of it. This product is sold without any kind of warning. The review I made was not shown in your website since it was a negative one for obvious reasons. This cream is expensive and I believe I was cheated by the dealer. He refuses to pay me back and sent me the cream that burned my face. What exactly do you think I must do with it?

Order id: #[protected]
Return tracking code for this item is: [protected]
Seller: abdul basit (Nbdealz)

I want some kind of compromise to be made about this. I want my money back.

Hi Souq

I have ordered an iPad 9.7 four days ago. I believed that the Souq service is excellent and I will get the device with in one or two days .

I am deeply desperate with your intolerant activities. Today I did several ISD calls to the customer support and created tickets to ensure on time delivery of my orderd item, giving them zero value you guys disappointed me by not delivering my commodity on the agreed time . This is ridiculous and I am considering this as a cheat. I didn't expected this kind of behaviour and cheating even at the time of Ramadan. Please rename the courier service name from Qexpress to slow snail

My order number [protected]
Tracking ID Qexpress [protected]

(Hello sanjith,

Thank you for shopping on Souq.com! We are glad to inform you that the following items you purchased have been shipped. This completes your total order.

Track your Package
Tracking Number (AWB): [protected]
Shipping Service: Standard Domestic Shipping Service
Shipped with: Qexpress
Items Shipped Today - Order ID: [protected]
Huawei P8 Lite Dual Sim - 16GB, 2GB RAM, 4G LTE, Wifi, Black Huawei P8 Lite Dual Sim - 16GB, 2GB RAM, 4G LTE, Wifi, Black
EAN: [protected] | Condition: new
Offer note: 1 Year Souq Warranty)

for the past one week on wards this mobile is not working, its fully dead, please try to co operate with me, i already did a complaint to souq team, but still now i have no response from your team

yors faithfully
sanjithkumar([protected])

There is an inconvenient process for the customer when product is defective. It takes more than two weeks to evaluate the defective product. Product is not working at all, see pictures below. They dont refund money back for a high price purchase. They allow the seller to fix the product and return to customer. Warranty out of discusdion. Why should you go all this inconvenience ? By paying little more in the retailer shop you can avoid all these. Only for low price purchases! 

Ok, so i bought all my Samsung Galaxy from them and all them had problems. The mother board broke on 2 and other issues with others!
Now, they have fixed one and half fixed another and asked me to pay for 2 of them .
They claim different reasons not to honor their warranty and claim payment on the repair .
The most absurd refusal of warranty was that i have tried to fix it with other dealer...wile on warranty! NOT TRUE!
Not only that but also offered a paid service with a dodgy explination!
I have contacted UAE consumer rights and the police and was told they have numerous cases against them ! And i do advice all of you to do the same or not buy any products from them as they are not genuine!

Dear Sirs,

Re.: Ticket 9128488

Further to the email dated 20.5.2017 received from Ms. Beth Tabilangon - Customer Services, please note that the credit card number that was used on your website is: 44739xxxx5810 - Harout Khatchadourian, for the three transactions on 18.5.2017 amounting to AED 3.121, AED 8.331, AED 2.721.

Kindly check who used our credit card without our permission and what goods were purchased and what was the delivery address of the purchaser.

I contacted my bank and they confirmed that there is a fraud in these transactions.

I appreciate your help in this matter.

Thanking you,
Harout Khatchadourian

Good Day!

I spoke with Souq.com costumer representative and she cannot help me because the item is not damage but advised me to file a complaint instead so that I can communicate with the seller. The LG Monitor works fine. However, it's not compatible with my laptop. I ask the seller if I can exchange the LG Monitor to a different Monitor and I am willing to pay the remaining balance.

Thanks,
Galileo

This is starting to get absurd. Every single item is late, even when we pay EXPRESS extra charges for items to be delivered within a day, even that arrived two days late, yet the cost difference was never refunded! Now i ordered an iphone for my moms birthday, it was supposed to be delivered on 10th of may, today is the 13th! I have called on the 10th, called on the 11th, everytime was told that management would call me back. I was advised to call your shipping partner (cause apparently i work now for souq and need to run after your business partners on my own behalf. Nobody called back. I have failed to give my mother a birthday present, you made me look like an idiot, so yes, thank you for that. I have ordered for many thousands of dirhams just in this year alone and i am not placing a single order until management finds a way to compensate for these issues. You charge money for express delivery and don't deliver and don't give refund, what is that?! I think Amazon will be very surprised when they see how you work and that they have overpaid to acquire your underwhelming service.
Who ever is in your management needs to be replaced as the entire service - from how you handle customers to shipping partners is a disaster and needs attention immediately. At the current state you are basically ripping off your customers.

Order ID: [protected]
I ordered a new iPhone 6 and The pack had been delivered today, Thursday. I went to trade line store to get a screen protector but they told that the pack is not original, they checked the serial line & it was fake. Also the included accessories are not original and the device is a used one with defects, not a new one as ordered / as stated on your website

I do request to return the order and refund my money

Hi
I had ordered 2 rackets, delivery boy called and dint agree to deliver at the right address, in return he told he cannot come to the right given address because he has other deliveries to be done, as promised by you please send the product to us by 10-05-17 that is tomorrow.
the no i received the call from was - [protected]
Tracking No - [protected]
Order ID: [protected]

Royston
Thanks

To the higher management of souq:

This is to complaint my order made at souq regarding medalan bustier worth AED291. Upon receiving the order, it was so frustrating to see only the bustier without the pump as opposed to what is display on your website. After following the return procedure for 3 weeks, I just did follow up call in the customer service and so disappointing to hear that it will not be replaceable because the item I have purchased is just the bustier itself which was not mentioned on the day I sent the complaint and even took long time. Why only just now they explained that I won't get the whole package as what is displayed which include the pump. It's unacceptable to buy just bustier worth aed291 . Do not put in your website and even leaflet if I customer will not receive what they order. I need proper explanation and urgent action on this matter as I need to do deliver my baby and use it for breastfeeding. I regret that if there is no action will be taken in this issue I'M gonna spread out the bad experienced I had and will never ever purchase anything anymore. Ref. Amelie [protected].

I spoke to 1 of the supervisor and he told they will consider it since its the right of the customer what is inside the box or the item . They left me hanging for 3 weeks that they will gonna refund the miney in the souq account in order for mw to order the proper product i need .without informing me that its not acceptablei received a call from aramex that I have delivery. And obviously I declined it since I don't have any feed back from souq.

I bought Geepas speakers from souq.com ksa. When I received it, there was no power cord in the box. I sent an email with no response. The second day, the LED lights stopped working, so I sent another email and a fhird one and they are still ignoring.
I will have to escalate this issue as I was influenced negatively by this.I had a party so I neede it badly at that time.

Good day. I am Greg Robberts. Client number -[protected]. On 19/04/2017 I purchased a Karcher DS 5600, order number [protected]. Upon receiving it on 20/04/2017, we switched it on and I noticed the retractable electrical cable did not lock in place after extension but retracted by itself, pulling it from the electrical socket. Which is a safety issue, apart from the fact that it is a faulty product. I contacted the customer care department and explained the situation. The operator suggested that I return the product and purchase another machine and would be refunded upon collection of the faulty one. I made another purchase, order number - [protected] on 21/04/2017. I received the new order on 24/04/2017. Upon the delivery I requested the courier to take the faulty one with him, which he refused. I had to contact the customer care center again and collection was eventually made on 27/04/2017. There was no correspondence from them and no refund was made after collection. I contacted them to inquire concerning the refund on 02/05/2017 and the operator informed me that I would not be refunded because of "damaged packaging". Which I did not agree with. I was then issued with a complain ticket number 8931764, via email. A few hours later I received an email to confirm that Souq was not going to refund me. I contacted their customer care department again and this time the operator said that there was no fault concerning the machine and therefore it would not be refunded and I had to accept this machine back, without a refund. It is clear that these two operators reasons for the non refundable product are quite contradictive. This makes me wary to the fact that their intentions are dishonorable and unethical because the packaging was not damaged and the machine was definitely faulty (hence the fact that I made a second purchase).
I would expect my full refund expeditiously from them.
Thank you for your kind assistance!

Dears ...
I buying mobile i phone 5s since [protected], and i have problems

First problem / when i received the mobile the charger not working .
Second problem / i called souq.Egypt and send to me another charger and also not working .
Third problem / the battery of mobile also not working permanent, i mean it working in all day tow hours only,

I called souq /egypt to change the all mobile with another mobile but said its not allow, i need anothe mobile urgently please help me .
Thanks

Ahmed hasanin
Mobile [protected]

Mobile supplied with a defective on off switch, I complained on 25 april, I was told that q express will pick up the defective phone but for the last five days the q express has not picked up the defective merchandise. Every time I call, they assure me that today the driver will pick up but five days have passed and the driver has not come. Its a very sorry state of affairs. The phone is under one year warranty. Please take urgent action and arrange to pick up phone repair it and return. Sincerely sakahuddin tariq

Dear Team,
It seems that I'm getting an automated response from you as this is the second time I send my email and receive the exact same content as below. Please respect your customers minds and look into their issues instead sending what seems to be a genuine reply.
"Thank you for contacting Souq.com
My name is karim, I'm working closely with your issue in order to make sure that it is resolved as soon as possible, your request is currently being processed and I will contact you shortly."