Souq.com
Reviews and Complaints

Terrible customer experience,

the seller and customer service left me for two weeks without even canceling the order and didn't respond to any type of communication.(seller)

Order Number : [protected]

I am glad that Amazon has bought Souq because Souq doesn't value customers at all.

Below is the script of the whole customer experience The Saudi Souq: !

Buyer: Moe Altamimi
[protected]:41
Where is my shipment !?

been two days since the expected delivery date ! not even shipped yet !

Buyer: Moe Altamimi
[protected]:30
...
user-MD3H4R escalated the complaint to Souq.com customer service
...
Ola Dawood(Souq.com Customer Service) [protected]:24 Ola Dawood: Dear Valued seller,
Thank you for contacting Souq.com Customer Services Team.
'
Kindly reply on the complaint within the next 24 hours, otherwise we are going to take the needed action.

Please don't hesitate to write to us again for further inquiries, as you can also contact us on following number [protected]
Thank you for using Souq.com
Wish you a Happy Shopping on our "Everything for you Sale”

Best Regards
Ola Dawood

Souq.com - Customer Service
...

Buyer: Moe Altamimi
[protected]:16
Hey, I am here, what kind of action you are taking ? this seller has made my life worse, doesn't even respond, heshe left me hanging without a TV for two weeks. and didn't even try to cancel the order or anything .. terrible customer service. I want full legal action taken against this seller. I don't know if Souq really value the costumer experience because mine went south.

...

Buyer: Moe Altamimi
[protected]:40
Hello ?

...

souq [protected]:32 This complaint was closed automatically because this item was canceled

...
Buyer: Moe Altamimi
[protected]:29
Reopened.

...

Buyer: Moe Altamimi
[protected]:35
your response of canceling the order without an action against the seller is nothing but a frustration to me.

I would like to see the seller dealt with because selling goods to customers is a commitment.

I am glad that Amazon has bought Souq.com because you guys obviously don't respect customers, which Amazon does giving that I bought products from them.

this is my first experience with Souq and I don't think i am coming back to buy goods from Souq at all. terrible customer service.

...

Ola Dawood(Souq.com Customer Service) [protected]:39 Ola Dawood: Dear Valued Customer,
Thank you for contacting us,

We would like to inform you that your order has been canceled, Because its out of stock from the supplier.

Don't hesitate to write to us again for further inquiries, as you can also contact us on following number [protected]
Thank you for using Souq.com
Thanks all for your efforts and wish you a HAPPY event.

Best Regards
Ola Dawood

Souq.com - Customer Service

...

Buyer: Moe Altamimi
[protected]:12
There's nothing wrong of the product being out of stuck! it happens. or it could be just an excuse made up.

but leaving me out in the dry not canceling the order for two weeks is not acceptable.

Obviously you guys are not going to help! so i'm going to take initiative and try to reach the management of Souq.com to show them how their customers are being treated.

...

Buyer: Moe Altamimi
[protected]:12
user-MD3H4R escalated the complaint to Souq.com customer service

Dear Team,

I've fallen as a victim in a fraud deal from your web site.

I've bought IPhone5s from you last September (Order #[protected]), after 6 months its camera has damaged so I went to Apple Store, Mall of Emirates today and was informed by the following:
this phone's serial is actually for IPhone5C not IPhone5S, the board was removed from its original housing and placed in another IPhone5S cover, thus it is not genuine, therefore, they refused to even support to repair it even outside the guarantee.

I need immediate recovery action for this fraud as this is my reserved right resulting from trusting your website.

Waiting your prompt feedback.

Islam

Dear Sir,

I purchased HTC M8 4 G mobile from Souq.com from DOD_UAE suuplier in Jan-2017. They displayed the item as 4 G but supplied item was 3 G (older version). I realized this when I placed 4 G SIM in mobile. To which I have raised above mentioned ticekt number # at SOUQ but no action so far. I am really shocked with this kind of attitue from supplier and Souq. Regardles of 15 days refund policy, no one can check full configuration of phone upfront. I noticed this defect once I place 4 G sim in my phone and it did not worked. Such thing should not be happened from reputable supplier like DOD_UAE

You are requested to kinldy look into teh matter and rectify the item as it is still under warranty for one year from SOUQ.com

Complaint number 8497686and 8531670
Thank you for understanding

Regards

Dear sir,

Regarding to the mail below, I need an explanation for the below cancellation after confirming the process as per attached mail. I've contacted with a customer service representative and told me that the supplier refused to complete the deal! actually i'm not dealing with a specific supplier i'm dealing with SOUQ Egypt - as a trusted shopping website - . So, I'm claiming this unprofessional and irrespective way of dealing as it's not my problem if your supplier refused or changed prices after confirming a deal with specific price.

Waiting for your prompt feedback.

Thank you and Best Regards

Product arrived in broken, ripped, damaged packaging. It looked like it had been kicked all the way here. The product was not packed safely to ensure no damage in transit and the package looked like it had already been opened​ as well. On top of this, the model delivered, although similar to the one i ordered, was actually a cheaper and older model. The seller was obviously trying to con me. I have seen on buyers comments that this has happened before. What are you going to do about this poor service?

I had just purchased earrings for my gf from Souq.com for the first time. The description of the product stated "Violetta Earrings Made with Swarovski Crystals", Brand Name: "Swarovski".

Upon receiving the product, I was shocked to find out that the earrings were in a box fit to hold sunglasses. Furthermore, when I called to complain, I was simply told that the product would cost much more if it was placed in it's actual packaging "Swarovski" box.

This comes across that Souq.com is not selling the products they say they do and they're simply selling products under reputable brands, claiming that they are branded when they're simply not.

Souq.com made a point of honor to make my online shopping experience I am shocked, on how matters are being dealt with from souq.com, Robotic replies add completely false information to get you out of the line as soon as possible!

Please do not buy from here! any visit to any selling surface is much better than spending a one hour on the phone to resolve delivery issues and other issue about products

I ordered a computer as a gift for a freinds Bday,

Attached are pictures of complains passed to them, with no feedback what so ever!

I think I have just made my last order with Souq.com. Here's why:

I'm just shocked by the appalling customer service I encountered for my souq.com order. A company called Q-express delivers the packages, and is who you ultimately deal with in delivery (probably the most important part of an online shopping service).
The woman who called me to confirm my address was busy chatting with a friend, hence not listening very well to the answers to her questions. The friend continued to try to speak with her. I said her behavior is rather unprofessional, and asked for her name. She then refused to give me her name saying there isn't a problem, tried to hang up without even telling me when to expect my delivery, then told me she will ONLY stay on the line to finish her job if I speak to her as she would like. She finally told me I can file a complaint with customer service, and as I asked her for the phone number to do so, she hung up. She was unapologetic, unprofessional, and only conditionally fulfilled her job. Just wow. Alisa's job is literally to represent the company to customers, as CUSTOMER service, and I'm not impressed. It reflects badly on her company and also the company's partner, souq.com. I've made a complaint, but who knows if it will actually be dealt with. Frankly, the representative was soo unprofessional, I don't even know if my package is going to arrive. After seeing how she dealt with our conversation, I have little faith in the service. If their staff is this untrained or unsupervised, who knows, she may send my package elsewhere!

Even with all the upgrades souq.com is making themselves, an unprofessional partner makes these efforts rather pointless. An online shopping service is arguably only as good as it's courier service. I'm not sure I'll buy anymore from Souq.com, as a result.

I have sent this mail to your CEO and looking foreword to receive feedback within 24 hours or i will go online

From: Mostafa DeifAllah, Vodafone Egypt
Sent: Friday, March 17, 2017 3:46 PM
To: '[protected]@souq.com'
Subject: Complaint

Hi Mr. Ronaldo,

Hope my mail finds you well

I’m writing to you to report an incident took place with Souq.uae and I’m looking forward to solve my problem

10 days ago I asked one of my friends who is working in Dubai to buy a lovely phone from souq ( HTC M9+) and the price was 979 AED and with shipment fees would be 995 AED

He ordered the phone on 10-03 and received confirmation that the delivery process would be within 72 hours, 4 days later he contacted them and they informed him within 48 hours he would receive it
But actually nothing has happened till this moment and when he called them to check the order status they informed him that his order was returned as he cancelled it as per attached which is not correct

I know the phone price has been slightly increased but I can’t imagine that a worldwide company like yours treats their customers with such unprofessional way and ignore the customer experience

I hope to find a solution for my problem and return your big fan and here are all the needed data for your investigation

Order number [protected]
Order date 10-03-2017
Phone type : HTC M9+ ( GOLD )
Contact number in UAE [protected]
Contact number in Egypt +[protected]

I preferred to contact you other than posting this on social media that would make it go viral .

Thanks a lot for your time

Regards,
Mostafa DeifAllah
CC Senior Rep Complaints Management
Operation Business Support, LCM
Vodafone Egypt Telecommunications S.A.E
Mobile: +[protected]
Email: Mostafa.[protected]@Vodafone.com

I buy two mobile from souq.com on 11 February 2017 Order #[protected].
1. one mobile camera broken.
2. second mobile used mobile.
I returned both mobile on 12 February 2017.
I am calling on [protected] since last one month always they are saying wait for 24hrs or 48 hrs only. ticket no:- 8132674
Already passed one month but my money still holding by souq.com.

For the second time I send this Complaint
Dear Sir, Madam
I would like to inform you that I bought from your side a set of observation Cameras, HD NVR Security Cameras Kit (Order no. [protected]) which I sent to Jordan without opening the box, last week when the technician in Jordan opened the box in my house to install them he found a set of 4 cameras instead of 8 cameras which I was supposed to receive - as shown in the photo of the contract (according to my order) -, so I would like you to return them back and get the wright set according to my order
I wonder why you do so, and who is responsible for this fault, the expenses and the time lost due to this fault
Waiting your response to send the right one and take back the wrong one
Thank you
Ahmad Bani Ismail
Phone: +[protected]
E Mail: [protected]@yahoo.com

I have submitted my mobile samsung galaxy s7 edge order number [protected] for repairing at 04th january but till now I am not getting my cellphone back after contacting them they will provide me a mail at 27th february this one

Hello mr. Ajay,

Kindly be advised that the item will be delivered to you by wing under awb#[protected] as it was repaired.

We advise you to have your lines available so you can attend the couriers call in regards to your shipment.

You may also call the wing call center at [protected] if you wish to follow up and arrange the delivery with them.

Now contacting them then they told me like that on 6th march thank you for contacting souq. com.

We would like to let you know that upon checking this order [protected], we see that the item was returned back to the service center as the delivery was refused.
I don't know why its refused & when I am getting my cellphone back please sir do the needful.

I bought a BBQ from you and they delivered it today (Items Shipped Today - Order ID: [protected]). But it is a different than you advertised. Size also not matching with your product description. Kindly take this give me the correct one which I purchased
Ordered - Two wheel and two legs
Delivery - Two Wheel and one leg

thanks

Gihan [protected])

Dear Team,

A disastrous service provided upfront and providing false and misleading information on product shipment (Foreo luna Facial Cleansing Brush and Massager Silicon Vibration Waterproof Pink colour"

Today morning given a call to courier service they informed the product will be delivered b/w 10-1pm maximum 2pm However that was a lie and misleading info from courier service team later they came up with more lie to hide there mistake the product cancelled from customer end due to refusal or acceptance from customer end and yes then again i given call to understand that part act of refusal from my end they changed the statement and said customer mobile was switched off .
Later, I call souq team and even worse response from your end by agent ( Asheley, Zoher and Ishwar ) and even tried contacting Mortaza Team Leader but he is not at all able to attend the call because he is too busy .Sorry to understand whether this so called agent and team leader have professional etiquette causing a reputation issue to organization in total.
All i want to know whether this product will be delivered today or not however the same agent is misleading and having lack of information

I kindly ask the top management to take strict action against mentioned names and i will make sure i can escalate the issue to consumer court and get the compensation for this level of action

Yesterday afternoon I had purchased a8 5.5 inch car hud head up display obd ii 2 speed warning system fuel consumption
I had pay money from my credit card I got the sms from souq. Just now I check my order it's cancelled now I want to know that without any notifications how did you cancelled my order. Now I need this item in same price this is my contact no. +[protected] I need answer

My complain is regards to the unethical behavior of the customer service agent "Sanoop Sreenevasan's" rude behavior, over solving a minor issue, where he directly committed that he cannot solve it without confirming of there is a solution to it or not, my issue was just i needed the confirmation on my mobile via sms, the persons rude behavior had made me very much oppressed and i fell not to shop back from souq, my registered number [protected].

I bought 3 items, a shoes and 2 t-shirts using a coupon + credit card
Souq egypt sent me 2 days later that the seller will not be able to provide the shoes (although I can still see it available and others can still order it), they said that the credit card amount (the smaller part) will be refunded in few days without mentioning any thing about tbe coupon( the larger part of the amount)
I called them and they promissed someone will get back to me with a solution in 2 days, no one called. I called the 3rd day they said the agent i contacted is not available and they left him a note to call me (why should I wait for the same agent!), the day next I called again that no one called me, they said be sure he will call u today, the day next the same occured. It is 8 days till now without even a call from their side, just me chasing with no interest nor respect from their side for my issue.
Souq Egypt

My order information are:
Order placed on: 24 November 2016
Order ID: #[protected]

Items delivered not what i ordered, returned them and still not received my refund (very slow process of follow-up)

Items sent to wrong city by SMSA Express and still status shows that it is in that city. No one is there to inquire from SMSA that why they sent to wrong address.

I requested for refund but around 2-months nothing have happened till this date.
I conveyed my concern to both SMSA and SOUQ but complain is not resolved yet.

I went camping this weekend with my new camping stove. It melted at the front lock/control knob (see pictures). The gas was correctly locked in 2 places as you can see by the pictures. The flame was not visibly functioning incorrectly. All seemed fine. I just boiled 1 kettle. It burned my friend's camping table also (which I now have to replace). Her similar stove was also on the table but did not damage the table. This was a terrible faulty item which caused a lot of damage which I need to be reimbursed for. Please contact me and I will email many photos is damage as the application is stating my photos are too large.

I had paid for an iphone 6 with facetime at souq.com in saudi arabia (order number: [protected] placed on 03 January 2017). Then i immediately cancelled in 1-2 hours before the item was shipped. I recieved a confirmation email that the money has been refunded back to my credit card and will be available to me in 5-7 days. But It's almost 2 weeks now but NO REFUND. I sent an email to souq.com asking for my refund, but there is no reply from them. When will i get my money back ?