Souq.com
Reviews and Complaints

Hi Team,

I have brought a samsung TV from souq KSA. While the delivery i have not received the bill for it.

My order number is : [protected].

Hi I want to raise a complaint about it and do let me know the contact details for the customer care manager for Souq KSA. i have being trying to contact the customer care and there is no respnse from the team.

As a loyal souq customer, i request you to provide me the bill so that i can use it for services as it is not performing upto the mark.

Thanks.

I have purchased a Google Pixel - 32 GB, 4G LTE, Quite Black, from souq on Order #[protected] on the 11Mar17.
3 days after the item was delivered to me, the microphone of the phone stopped working. I contacted Google, and they asked me to contact the seller in this case is souq.com. they asked me to contact the seller, that is Haran communications LLC. All this process took time till the 25th of March. then this seller took nearly 3 weeks telling me the software has to be rebooted and finally after many days of following them, I got my item AS IT IS, without being fixed. I sent it back and complained to their manager, Mr. Dino who promised to fix the phone in two days and send it back to me.
When the phone was returned after two days, it was not switching on, so I could not check it. I took it home and it was not working.
I contacted souq, with the ticket ID-8752786. and they are saying refund is not possible as the seller says we have spoilt the phone. I am left with no phone since more than a month and yet I am paying the bank the money, and I am not told whether I will get a replacement, my money anything back for what I paid.

Hello Souq Team,

Please find below my feedback as new seller on souq Egypt,
11 April, I received a new sale for my product on souq
11 April, I confirmed the order and the order was ready to be piked up.
12 April, I replied to the same mail i received from souq "[protected]@souq.com" mentioning that I confirmed the order yesterday and need to know how we will proceed, but it seems that this mailbox didn't receive mails however it not mentioned int the mail
" i got this massage "email account that you tried to reach is over quota"
14 April no one called me from the shipping department to arrange the pickup, So I submitted a complain to know why this delay !
from 14 to 17 April a decent mails and replies from customer service but no action taken to speed this up.
18 April Customer start to complain.
Than after more than 7 days overdue I received a call from souq but unfortunately i was far from my phone so i missed it, I called the call center few minutes later to able to reach one of the people who are responsible for shipping but i informed its not allowed, I asked if you can divert my call to them but it wasnt possible too,
So we started the cycle again :)
customer service follow up with shipping.
no one called me.
I follow up with customer service.again
Shipping company called me.
I wasn't able to pick up the call and so on...
20 April seller ordered cancelled because the shipping company cannot reach me !
22 April Customer orders cancelled because shipping company they cannot reach him !
The result Now,

Customer complains and not satisfied.
Seller complains and not satisfied.
Customer service are over loaded trying to satisfy both.

The shipping process is unbelievable !,
I believe that E-commerce business will dominate the market but this experience above is a waste of time for all of us,
Even if it will be more fees to offer a more respectful shipping experience to your customers an sellers it may be a good solution.
(i always ship using my aramex app in less than a minute without even need to make a call).

Please consider this feedback if you really care, Thanks, Have a good day :)

Best Regards,
Kyrillous.[protected]@gmail.com

Dear sir/maddem
I returned my mobile because of not working. So I need replacement and after return my mobile 15 days over kindly update my mobile status
Order details FYR
• Order ID: #[protected]
• InnJoo Pro Dual Sim - 32GB, 3GB, 4G LTE, Gray
• Serial #: [protected]
• Seller: SOUQ COM Est (souq-shop)
MY Contact details:
Name : Shahul Hameed
Phone no: +966 [protected]
Email : [protected]@gmail.com

I bought a D&G perfume from Souq website as a present. When it arrived package was damaged and it looked terrible.
I contacted Souq and told them that I need an exchange because that was a present. They promised to help and told that they need few days do make a decision regarding my case, but they never contacted me back.
I called their office and they said that I need to send them a message describing my case, I did that but received no reply.
I was very disappointed. As a customer I'm not impressed and I will not buy from them again. Not only they sent me a defective product, but they also ignored me when I asked for help.

Very disappointed! Bad service.We bought an item last month middle of march, it was samsung tab order no [protected], unfortunately, something went wrong to that item, suddenly the screen turns to black, so we called souq to ask for repair since it was under warranty, when we talked to your agent, they said that they will pick up in 4 days, but it is already 7 days ago until now nobody pick it up, we called souq many times and they just answered us there is a lot of delivery since they are sale during that time, please give priority to your costumers not only for new one but for your old costumer as well.Since this is not the first time we ordered such an item from you!

I bought a Samsung galaxy note edge from souq.com Dubai. The phone was delivered on the 19th of January 2017, the 1st month and a half the phone was working fine. Then I noticed the mobile getting hot and making a green line on the side. I contacted souq and they said the phone is outside the period of return however they gave me the suppliers number. I contacted the supplier several times regarding the pick up of this phone he told me to try certain things which I did and didn't work. I have been incontact with souq all along and they keep telling me it's a supplier issue they keep closing the investigation tickets without having the phone returned. I'm still sitting with a phone that's faulty and a possible fire or explosion hazard. The contact person is no longer working for that supplying company. This is the kind of true service they render I feel it's criminal the way they operate as it's already April 2017 and I have no use of that phone as I had to buy another phone. I demand my money back as I had to fork out money for another phone

I have replace an order [protected]) on march 20, 2017 with soud.com and I have received the order on march 23, 2017. It was DJI Mavic Pro full package for 5009.00 Dh.
The product was good and everything was included.
On Friday the 24th of march I took the DJI drone for a fly, after 5 mints of flying the gimbal (Camera) started rotating on the wrong direction, up and down and started to vertebrate, at the same time a message appeared on the remote control mobile screen. Says “Gimbal is restarting. Check the gimbal rotates smoothly if restart fails aging”. Then the DJI drone went down and crashed.
So, the drone went down and it has crashed due the gimbal malfunction.
I called souq.com for collection and complain of the issue of DJI drone. My complain was gimbal issue, fix it or replaced because it has one year warranty.
After few days, I called to follow up with my complain, I found out my complain was cancel for unknown reason. So I have to register a new complain.
Then, I have asked to speak with someone who is in charge, someone can listen to me complain and understand the issue.
After two days I got a call from a person name Najam, he was not helpful at all and he would not want to understand my point and the process will take 30 days.
So, I kept calling Soud.com every other day to follow up. Lately, I got email from a person named Polaris. I have explained to him in the email, what was the issue.
I have send to him lots of links/videos/complain for customers from the internet saying some DJI Mavic has issue with the gimbal, but he would not understand my points, and he/supplier wants to charge me for the fix/replacement of the gimbal. (https://forum.dji.com/thread-81628-1-1.html)

Their point it was my mistake because I crashed the DJI drone, also Polaris claims that “If unit camera is malfunction still the person who control the drone can manage to land the drone safely as per the supplier”. I disagreed with supplier.
even if the drone land safely the problem with camera exist.
the drone went down because of the camera, not the camera get damage because of the crash.
I will not pay anything, this should cover by the warranty. the warranty covers the malfunction error from the factory.
if the drone landed safely and the camera has an issue, would the warranty cover it or not?

By the end. It souq.com reputation, is not mind. The service after sales is bad and I may say I am disappointed.

order id [protected]
website - souq.com.sa
issue- refund payment
date -march -08 2017
kindly find attached screenshot for your ready reference
the item was returned by souq.com on 9th march and the amount is in still pending status and unable to withdraw or use to buy other items
so the refund is pending since march 10
after my several follow ups / requests there was no initiative to resolve the issue...
there was a reply stated the item still in the seller
but till there is no action on this regards
so hopefully.

I placed an order for Samsung S7 Edge and got delivered on March 12th 2017. On April 2nd the device stopped working. Subsequently, since it had a Samsung Warranty, I approached Samsung customer care and they guided me to Axiom Care in Sharjah. They replaced the mother board and upgraded to new version. I noticed a change in the look with horizontal green lines appearing on the screen and i was totally unhappy with the Souq.com and Samsung company since they did not replace the phone with a new one.This is giving me second hand feeling, having paid & hardly used
I returned the phone to Souq.com with request for refund on 5th April. They rejected my request and returned the phone back to me on 12th April.
I have now lodged a complaint with DED and awaiting for the feedback.
Never buy any high value item from Souq.com. Gets a feeling of Sub standard item

I will never buy anything from them again, because their service is terrible and delivery is extremely slow!
When I paced my order Souq said that estimated delivery time was 2-3 weeks, but that was a lie and it took a lot longer. My order arrived 4 months later and all that time while I was waiting I was trying to get some information about my order status, but these people were not able to answer my questions!
I had no idea what was going on and where was my order. I'm happy that it actually did arrive, but delivery took forever!
These people are liars and they have very poor service, don't buy from them!

I placed an order for the subject line device on 6th April and received the parcel on 9th Apirl. Up on checking the device was not turning ON and returned the very next day.

Now, Souq customer service came back and stating, that device is working fine. I responded, that the device when I tried was turning ON, it could have been repaired or a different device now the seller trying to sell to me now.
Any how, I lost trust in the seller to continue the trial and error process, what if I find again the same issue and I do not have time to do this activity.
I requested them to refund the amount, by Souq is not willing to do it.

I will be lodging a complaint with DED Dubai

I bought a 25l water heater/urn from a company called absholding via souq.com and within a few weeks it started to leak and after a few months stopped working altogether.
I contacted Souq.com and was told that there was no warranty and that I was now stuck with an item that is useless.
I tried to write a product review in order to warn others that it's cheap and poorly made and they don't offer a warranty.
They sent me an e-mail after a few weeks to tell me the review wasn't published as it was a complaint and didn't meet their review guidelines. I then edited it to remove any negative comments about the seller and souq not offering warranty etc but again I had an e-mail to say it wasn't published as it was a complaint!
Basically you should avoid souq.com as you don't get a warranty and people are not allowed to leave negative reviews about the quality of the products, I will never use souq again even if amazon has now bought them!

Delivery service is very bad and very inefficient this is my first time I deal with souq and most probably will be the last
I received a message at 8:00 am saying that the item will be shipped soon
Till 2:00 pm I get nothing and called the delivery company and they said maximum by 5:00 pm
And called again now and they say maximum by 7:00 pm and they refused to give me the courier's number or to arrange handling the issue
And I am travelling and this is completely unacceptable
Item shipment number is [protected]

Dear Souq,

The problem didn't solve and call center are not supportive at all. I still didn't get my item and I will complain against the very bad service that you gave me on delay, the Career company service is very bad and I called many times since yesterday and still didn't get my item. The supplier and career service is your responsibility I don't know this career company. It's very very bad and when I called them, they keep just talking without any action as same as souq call center. They are keep promising that they will check and call and nothing yet.
I asked them where is it and I will collect it by my self and the said it's in transient (since 2pm till 6 pm) and I didn't get my item on time even till now.

Sent from my iPhone

On 11 Apr 2017, at 9:06 PM, QXL wrote:

Dear Ahmedn82,

Thank you for contacting us, our Support Rep has indicated that your ticket 187078 has been Resolved.

I have ordered huawei y6 dual sim - 8gb, 2gb ram, 3g, wifi, black for an emergency purpose that I need to send it to india. I paid via credit card and got the product on next day. when I opened the pack and checked the phone information it says only 1 gb ram. I just got shocked and contact their customer support they said simply return the item but they will not replace it. I again checked that exact product price on their website and they now increased it to 50 aed higher. so if I want I have to buy it again by giving extra 50 aed. its totally customer cheating behavior. I only ordered this mobile for its price and good configuration. they sent me wrong specification product and its completely their responsibility to replace the item with actual one. I really annoyed and wasted my time. instead of this I could have went directly a retail shop to buy the mobile as its an urgent.

قمت بطلب جهاز تلفزيون [protected] بقيمة 14, 011 درهم لأحد الفعاليات المهمه

و كان الوعد بالاستلام يوم 08-04-2017 و لكن لم يتم حتى تجهيز الشحنه لتاريخ اليوم 09-04-2017
أاسف على اعتقادي بأن سوق يصلح للالتزامات الرسميه

I have order a Television [protected] costs AED 14, 011 for a critical high level event

I was promised to receive it by 08-04-2017 however, as of today 09-04-2017 the item is not even prepared yet and the event is 4 hours away

I am writing to express my disappointment where i thought Souq is professional enough to be relied on

[protected]

I ordered 3 pairs of crocs sandals but unfortunately only two pairs of sandals is inside the delivery plastic bag. I called already from souq.com they said they will contact me within 48hours but until now there is no feedback. I dont know if i can still get the missing pair or it will be forgotten. I hope this complaint board can help me claim my missing order.

I ordered 4 pairs of sneakers and a pair of sandals on the 28th of March with an expected delivery on the 1st of April. However, I received no call from the courier on/after the 1st of April. So I had to call them each day concerning my delivery. I called souq first but they told me it's been sent to the courier so there's nothing they can do. First point, I ordered through souq and they have a right to make sure I get my order; they were supposed to contact the courier to find out what's wrong with my order. So with no help from souq, I contact wing and I'm told my stuff are in the warehouse and they'll give it to the driver. I called them on 2, 3, 4 and 5 the April. Finally, in 5th wing tells me my order has been cancelled so I should contact souq, they have nothing to do. So I call souq again. And my order is cancelled because apparently the courier called me and I never picked up which is a lie. Blatant lie! I have always been calling the courier! Order number:[protected]. Wing tracking number: [protected]

I had purchased a childrens product for 1000aed and the quality was poor and unsafe and i had it returned immediately but they still havent refunded the money and its been more than three weeks. Terrible service. Even the quality of products i had bought earlier from these guys are substandard and cheap fakes. Still waiting to hear from them about my refund