Souq.com
Reviews and Complaints

Hi, my name is sharan john, I purchased the above product from souq.com and was shipped to kuwait. First of all I received the product late even though I selected speed ex delivery mode thereafter I opened the box and found that, there was damage on my product and it was mis handled improperly during the shipment.
I have raised my voice fileing a complaint to souq.com but none of the representives have called me. I tried calling but not answering on right times.

Since im residing in kuwait, I can buy online from here itself but due to the best selling price from souq.com I tried out. I was the first customer in souq.com and my 1st order was this product but I should say this, im totally dissapointed and that too, I bought this as a gift to offer my family.

Very dissapointed.

To everyone,

Just sharing my terrible experience.
I have placed the order in Souq with the order number: [protected] then I received an email after 3 days that the seller was unable to fulfill my order. I have placed the order with 4 different items only to absholding seller. Because I saw the item I want at a cheaper price. But after 3 days of waiting, they have canceled my order that I need. DO SOMETHING ABOUT IT. Or give me the seller's information because I want to file a formal complaint against him for providing a low price on the web then after placing the order they will say it's not available. This is so frustrating! Before I placed the order there were 5 pieces available for that item. This is a big Lie.
For your information: "Article 1 of Law No 4 of 1979 applies in this instance. The law states that offering illusory prices to deceive a consumer or party to the contract can be penalized by a jail sentence or a fine not exceeding Dh20, 000. In some cases, the judge might impose either of the two. Actions concerning of illusory promises or false advertisement are taken very seriously by the Consumer Protection Department."

Please take a serious action with this.

Regards,
Mary
[protected]

i am dany thomas.As registered mobile number is [protected].i bought a phone microsoft 950 xl from souq.com. Order was placed on november 6.after a month the phone got a complaint that it was restarting always.so i requested for a waranty claim. the courier took the phone.and i got the phone repaired at january 3.when i checked the phone i was really shocked that its front camera was not working.So i called the souq.com.The customer service they told me that i didnt say about the camera problem.But how can i suppose to say camera complaint because my phone was getting off all the time.The service centre should have checked evry thing.and the customer service took the phone from me the second time for repairing my phone.it was on january 9.
i came for visiting visa.i will be going back at january 25.i am always calling the customer service asking to get my phone as soon as possible. but they are saying about there policies that it will take 14 working days. but i will be going at january 25. please do the necessary requirements.i am attaching what all i have got email from souq
thank you

I placed an order in the 3rd and I was expecting to have it in the 9th. In the 8th I received a message to inform me that I have to wait at home to receive it. I waited and nothing was delivered. I called the call center and the informed me that the due working time is over and will not reach me then (after losing a day waiting). I placed a complain and expected to receive it on time. 9th, I receive the same message and till now 4pm nothing is received. I called the call center many times and nothing happened.
Now, I will not lose another day waiting and hearing same sotories every time I call. I will not take the order if I did not receive it today as it is not an a acceptable treatment or no respect for customers. I am expecting not to receive it because I am punished for placing a complain.

My order is placed under my mobile number [protected]

Thank you for your understanding. I think you have to take proper action for other customers sake.

Regards

Rabab Rashwan

I did not cancel orders. But your staff cancel my orders. But I ask your employees to do nothing. I also want my orders. This is the third time for ordering from your company. And this is the most blatant bad for purchase. The service is very bad ever ordered a product online. I want you to answer why they canceled my order. I hope to have an answer early in debt.

They have the worst selling platform in the world that keeps rejecting listings for vague and weird reasons.
What's even worse is the shopping site. i cannot even scroll down to the bottom of their new home page.
Then there is customer service. They said they will look into an issue and get back to me after one week. One week has become two months now.
This is the problem with ecommerce sites in the MiddleEast. When they reach a certain popularity in the market, they forget about maintaining their quality continuously. Once they get enough money, they forget to maintain that reputation of the brand. Such a low mentality

Terrible experience and awaiting refund and pickup.

Item bought was not even close to the item advertised. This is false and fraudulent advertising!

Called in last week for a refund and was told courier pick up was to happen on saturday, dec 31.
Driver was hours late, so pick up didn't happen and promised pick up on monday - jan 2: between 11am-12pm.

It's jan 2, monday. No one has showed up and courier service has no record of the pick up today.
No email address to complain too and only redirected back to the website
Unacceptable!

They post false promotions, which they are never able to fulfill, on 24th Nov 2016 I order a phone which was promised to be delivered in 2 days, had to continuously follow up with them only to get answer that product is with courier, and when i tried to cancle the order they said you cannot cancle the order when product comes dont accept it, unfortunately product never arrived, after many calls and emails they canceled my order on 18th December 2016, i am writing this post on 29th December 2016 and yet there are no signs of refund. keep away from souq.com if you care about your money.

Do not order from Souq, they are very bad and unreliable! I bought a mobile phone from them and they promised I'll get it within 2 days but that was a lie. One week passed and I contacted them about my phone and they said that my phone was shipped but they had no idea about the delivery date. Then I asked them to cancel my order but they said that was impossible and told that when my phone arrives not to accept it. My order was made over a month ago and still no phone! As I said before they promised 2 day delivery. What a joke of a company!

Bought an Item Elgato HD60 Last October 19, 2016. As the only capture card iv'e seen on their shop so i immediately bought it as i needed it on my camera live streaming. As the item has streaming command and the capabilities for live streaming. When i received the item and tried it on my camera i found out that it has a 2-3 seconds video lag/delay. So i made a complaint and ask to return and refund the item. Item was returned back back last October 26, 2016 Until now there is no action at their hands. But i got a lot of email from their customer adviser and keep on telling that the seller won't accept the refund policy as the item is working properly. It is working properly and no defects but the issue i am getting is the video lag. After a few weeks they keep on saying that they cannot refund the item because it is working properly and they told me that the item is not for video camera streaming as on the item description. But i keep on telling them to check the website of elgato that all the game capture card has common features of stream command that can be work on any cameras for live streaming. I also send an email to elgato website and they told me that return/refund or exchange with same item or latest item that has no video delay. they told me that any seller or store must accept the return/refund. As also read on the souq return policy there is a 15 days return and full refund. So i made a return within 6 days from purchased of the item.
But they won't accept the refund and they keep on insisting that the item has no option for camera streaming.
When i return the item i found at they already selling a new item which is Elgato HD 60S which is no video lag/delay on live streaming so i immediately bought the item hoping that i got my refund on the first item. But until now there is no action from them.
What should i do? How can i get back my money. 909 AED for Elgato Game capture HD60. where is the latest/advanced is Elgato Game Capture HD60S which is only 669 AED.

I am a loyal souk.com customer but my last experience has been terrible and is still unresolved.
On the 20th nov 2016, I ordered a table tennis board but accidentally ordered 2 . I immediately phoned souk.com and notified them of the error.
My account was still deducted and the board delivered. I have been waiting for a month for them to pick the board up and have made 8 calls to their customer service centre. They keep telling me me that someone will call me but it has now been over a month and the table tennis board has not been picked up. No one ever calls and they don't care or bother. Worst customer experience in my life. No management supervision of call centre. They keep closing calls / issues to manage their response time without resolving the problem and thus I have had to call them 8 times to reopen. I have spent a fortune with them in the past but probably will never use them again.

Dear All,

I would like to put your attention on a very very serious issue. Souq.com is the worst company I have seen in my life.
Order ID: #[protected]-- Apple iphone 6s 64GB

Here is what happened with me.

1- After 8 months of purchase from souq, mobile got off totally and was not turning on. I lost all the connection of my bank accounts, official emails and many more. More over because it was not turning on at all, I was not able to remove password from there and I had to send this as it was.

2- It put a note on a paper that I could not remove password because mobile was not turning on.

3-I tried to remove from icloud account but it was asking for authentication code which was sent to device. How can I take that code when device is not on.

4- I put repair request on 3rd of December, 2016 and after 12 Days it reached to souq service center. So I was without phone for 12 days.

5- 13th day, I received a message from souq.com that item cannot be repaired because it is locked by password. They even did not bother to call me. Moreover on paper it was clearly mentioned that I cant remove password coz it was not turning on.

6- Called help line for many times and that day after 50 minutes, it got connected. and they said you receive this item now, and put a request again . I spoke to them and forced them that I will not receive item without repair.The finally agreed and took icloud user ID and password from me so that they can clear the password.

7- 3 more days passed with no updates and no calls. I was keep waiting for their calls and keep called souq.com help line. Everyone I spoke to was saying, I am making request to proceed. ( Perhaps they made 10 request or may be more)

8- Today After 20 days, I called them again and there was a new story. They said icloud user id and password was wrong. our service center guy tried to call you but you did not attend. What a big lie I can ever imagine from people running such a big business. I was keep waiting for their call and 24 hours I was keeping my mobile with me so that I dont miss their call.

9- Today they raised another rquest as usuall to call me again. But I am sure they will not call me bcoz they want to create trouble for people.

What more worst you can expect.

Moral: I will never ever purchase any item again from souq. and will tell everyone to avoid purchasing from souq.

Can anyone tell me please what is the process to file a complain to police. I want to drag them in a court.

Please advice.

Thanks and Best Regards

Shah Zaib Khan

Please note that your supervisors & managers are not fulfilling the commitments then you can imagine about the customer care executives.. Sitting at front! And forgot about customer support...
Souq supervisor at uae - mr mohtaz ([protected]) has committed after 24th day of order i. E on 17th december which he failed and again on 19th december.. Which he failed and even more he has committed on 19th dec 2016 (18:06 hrs) that he will be calling back on 20th december 2016 at morning... But same repeated... Failed!

I dont know now that whether i will be receiving my item or not!
They forgot about my item for which i have already paid!
Now you need to pay the penalty for this kind of worst support!
Rest details are in trailing mail... If any body from souq.com is interested to resolve...

Initially even after request to customer care at souq.com, i have not received any call back from your supervisor as discussed with mr mohammad on 15th dec 2016!

Secondly i don't need your apology and i need the solution as you can also very well go through the aramex website and look at the awb details !As this awb is having same scenario since 13th dec 2016. (I am attaching the screen shot)

So i humbly request your good selves to advise your courier team to deliever to customer at the earliest or else i may be forced to choose my own way to get it resolved which i dont want,

Awaiting for the immediate response and request you to arrange to get a call back from your supervisor,

Regards,
—
Abhishek
[protected]/[protected]

I am old customer of souq.com. I even suggested souq.com to my friends because i am very happy with the items and with the service. And then November 25 i placed my order for Apple Ipad Pro with facetime 9.7 inches. November 29th i received the item. I was very excited while unboxing the ipad. After I opened the item I noticed the defective on the screen.

Then i requested for the return for 8 days no one is collecting the item. Almost everyday i called both customer service of souq.com and qexpress. They keept on telling today or tomorrow. Until I delivered the item to the nearest office of qexpress. December 8 2016 I delivered the item. I wasted my time with so much prostration. I regret that I ordered and trusted souq.com.

Then after 11 days. November 19, 2016 wich is today, i called souq.com customer service and they told me that the item is perfect. As per their inspection team they did not found any defect from the item and they will ship back the item to me. Wich is really ridiculous. What kind of inspection they did. Now my friend told me that i can file a complain to Department of Economic Department. If anyone is having a knowledge about complaining on DED please help me.

Regars

Paul Cantimprate

Hi,

I m old customer for your company and I always get nice items from you,
This is the first time this issue happened with me and I raised this complain since I was very disappointed with your customer service.

I have bought dkny watch (ny8145) on last nov, 16, 2016 and the one I received was very small size on my hand so I have requested to return it and exchange it with bigger size from the same brand,

I raised online request, but nothing happened, I send emails I send notes, I called your call center,
I kept receiving promises and calls from your call center giving me appointments to come and pick it up then no body will show up.
The called me more than 5 times apologizing and saying that they are sending some one but nothing happened till to day date,

Im just wondering why you have your customer service and this kind of policies if noting applicable and the service I receive was very disappointed,

Waiting to hear from you,

Thank you.

Mais alhamwi
[protected]

I've purchased an item from uae.souq.com (wireless earphones).

After using it for some time, it broke down (3-4 months later).

I went to the website to post my feed back, but it got rejected. This was my feedback:

"I got these earphones to use them in the gym. From my experience, the range is less then 10 meters.
Sound and playback volume is OK (average) . I've had some connectivity problems a couple of times.
These earphones stayed with me for 3-4 months and then broke down (could not be detected by my phone).
Would not recommend this product to anyone."

The reason for rejection was: "The product review you wrote does not meet Souq.com's guidelines."

I re-phrased it and tried again. It was rejected again with a different reason: "You wrote a complaint instead of writing a product review."

Basically no matter how I phrase it, they will reject it unless I write a positive feedback, so that everything looks good, and people can continue spending money.

They are liars.

I ordered on souq.com on the 24/Nov/2016; till now i didn't receive my shipment - although from my tracking info - it is at the same city i am located in since 8/December/2016 ...
Till now - i received no call for shipment delivery ...
I call souq and ask them - they say it is not with us - it is now with DHL - Souq telling me to please call DHL - I call DHL - DHL says shipment not with us - it is with a third party - I ask them to provide their number to contact them - DHL says we dont have any ...
I can't blame DHL for this - it is only souq to be blamed as their customer service is the worse ever! they are ignoring me - they are saying in a way we are not responsible - please check with DHL - not professional at all ... I will surely not do the same mistake again and order from souq!

This is the worst place I have ever dealt with, Souq Egypt only steals customer.
I made order on 24 Nov “black friday” to purchase perfume “aqua di gio” then after 2 weeks I found that my order was cancelled by souq without any notification although souq accepted the CC payment and sent confirmation mail that order have been placed and only pending courier.
This is ROBBERY ! They told me that item out of stock but the product is in stock but souq increased its price, and instead that I should pay EGP 350 because of offers on this day I will pay EGP 1, 150 for same item and no offers I can get, Contacted your call center more than 6 times and nothing happens, Only I’m talking to people do not understand anything, If I went to any store on that day I could have get it with the low price without these problems.
Also worth to mention that I purchased mobile charging cable and also I received it faulty not working, and till now they didn’t refund the money back to my CC and Vodafone points that I used didn’t refund also.
I need someone who understand people to talk with.
Mobile [protected]

Hello

My name is Khaled and I ordered and order from souq egypt and the order number was [protected] and I complained about the order that I made on the 25th of November and until now I did not receive the order and no one from the customer service telling me valuable information even they did not care about the customer satisfaction they are telling me what we can do more, you are a big company and you have to see this problem, i am ordering from all the B2C suppliers all over the world no one treated me as you are treating me.

my email is: khaled.ah.[protected]@gmail.com
mobile:+[protected]

regards,

This is the worst company to ever deal with. Aside from their very poor service, they also have a bunch of unprofessional customer service team. Dealing with them is a total nightmare. From delay in shipment for almost 3 weeks to delay in refund for more than 1 week. Every agent said different things. Called the company for more than 10 times in one week but still they were not able to process the refund. You guys are just stealing money from the people. Please give me back my money asap.