Souq.com
Reviews and Complaints

Please consider this as a complaint and as an escalation too

I bought an iPhone 7 with the below order details:
Order #: [protected]
Order Date: 16/10/2016
Order Total: 2, 941.00 AED
Ship to: Ashraf Mansour
Downtown Dubai, St.: Burj Views Blvd., Bldg#:Apt 2016, Burj Views Tower B, Dubai, AE.

My problem is that when I tried to use and activate my phone, I got an error message so I referred to apple support and unfortunately they notified me that my iPhone is locked by a mobile carrier in Hong Kong!
How is this possible as I’m supposed to be buying an unlocked iPhone and I paid the same price as in official Apple store.

Also taking in to consideration that I contacted CUSTOMER SERVICE last Saturday 12-Nov and the feedback was “we will make a complaint for you & contact you with in the next 24 hrs” and nothing happened till now.

N.B: I’m now in Egypt & don’t know when I going back to Dubai.
My Contact # is +[protected]

To whom this may concern.

I have purchased 10 of these anastasia beverly hills kits, and when they arrived, and i checked them, they were all FAKE!
I have the original one that i purchased in sephora, the color is very different, the packaging is different, and i am afraid to use a fake product on my face, as it may have chemicals thay may harm my skin in them.
I would like my money back as i have only purchased it today.

Please contact me via email or +[protected]

[protected]@saudiairlines.com

Thanking you kindly

Order a I phone 6 (new)in UAE, when I tried to set up the phone, revealed that phone was second hand and used as it was already linked to an existing email account . Contacted the company was told to return the product and they will investigate and refund. First of all why would I go through all this drama when I so badly need the product . Second there manner in dealing with the complaint is less then professional . Emails back and forth, delaying the process and don't want to refund . When u call them, senders are scripted and no empathy with customers . For now handset returned no refund after 10 days .

Dear Souq.com Management,

I would like you to rate your own performance in terms of customer service, please refer to the following that arise with Order #[protected]:

Oct. 4 - I placed an order of Samsung Laptop and it was defective so I have to return it.

Oct. 11 - Refund was received amounting AED 1, 234.

Oct. 12 - I placed an order of Toshiba Laptop and Blue Backpack for Laptop to utilize my refund.

Oct. 17 - I made a complaint since I've waited 3 business days which took almost 5 days and the answer I will get from you was “The items was closed automatically because this item was cancelled” Seriously? After how many days? And only after I found out that the seller forgot to remove the obsolete posting they mad. I have decided to return the backpack as well since it doesn’t have any use anymore.
Until now I am waiting for the AED 67 to release by the complaints department. The seller has already given ample time of 3 business days and now we are still waiting for them to respond? How is this justifiable? My flight is on Oct. 28 and until now I haven’t got any item I can give to my family. Time is running out and it’s all thanks to you souq.com.

I recently purchased two iphone 7 from Souq.com. One silver and one rose gold. When the phones arrived, I opened the silver one and found that there was an AT&T sim inside the phone, when I inserted the Du Sim card, the phone displayed a message saying it cannot accept this carrier. I also tried using a vodafone sim card but the same message appeared.

Souq.com sent the phone that was clearly locked to AT&T carrier and it had an AT&T sim inside. I sent a screen shot of the phone to the customer service after inserting a Du SIM card. Even when I google'd the model number it clearly appears to be an AT&T version phone. Further the phone came without any Sim Pin Eject tool. I mean if it's universally unlocked then why was there no sim pin ejection tool? You think Apple Inc. forgot to put one in the phone I ordered?

Also the return policy did not work. Souq.com refurbished the phone by unlocking it and is now shipping it back. It got it unlocked at HELPBIT, an electronics repair service center in Dubai.

Be careful, you dont want to get cheated!

I ordered a" Tommy Hilfiger Mens Cambridge Passcase باللون الأسود" for 119s.r with shipping from "3alababak-Store" using my qitaf points. I tried for the first time they said an error occurred try again later so i tried 2 hours later and it turns out they subtracted the money in the first time without placing the order and when i called customer support they told me to go to STC, which has responsibility in that fault.

The TV which I bought from SOUQ arrived damaged and it was actually their fault.
When I called them and asked for a refund they were not happy about that but agreed.
They said that first I have to send the TV back at my own expense and then I'll get my money back. I did as they said.
It is now over two months and I'm still waiting for my money and can't reach them!
I have all the necessary confirmations that SOUQ did receive the TV. These people are scammers, do not deal with them unless you want to be cheated.

I have ordered Note 7 from Souq.com which i got within 3 days of my order (order no - [protected]) but i came to know about a fault in this phone which is well known by everyone, So i have requested for a return almost 15 days back but there is no update from them till now. everyday i'm calling them for followup. today when i again called them i came to know from 1 of their representative that no 1 has even touch my complain ...i don't know what should i do now but its very bad experience from souq.com.. feeling helpless as there is no 1 to help a customer after their sale done.

The product was delivered with corrupt Windows. The charger and adaptor was not compatible in UAE.
Their delivery sucks, they said 3 days for delivery in dubai and it took 6 days for delivery.

Totally unreliable company to do online shopping.

I've ordered Samsung Galaxy S6 Edge from SOUQ website and when my phone finally arrived I was very disappointed to receive S6 instead of S6 edge. I emailed customer service and asked for an exchange, but they did not reply. One week passed and I decided to call. I explained the situation and their rep said that he understands everything but there was nothing they could do. They said they were not able to replace my phone or refund my money, because there was nothing wrong with the phone. They said that yes model was a bit different but it was actually the same phone.
Even if he's right I really don't care about that. I am a customer, I paid from my pocked because I wanted a new phone and I wanted S6 edge model! I'm a hard working person and I don't have that much money to waste! I'm totally disgusted with this website! Their customer service is the worst I have ever dealt with!

Chasing souq and their famous seller dod_uae for almost a month with no professional response from them. Souq keeps closing my cases and keep claiming that the item has been collected already.. and the seller / courier company keep scheduling a pick up and failing to come. i demanded a replacement, since it is their fault and not mine, plus they left me without an oven for a month, but they keep ignoring. i asked to speak with a manage- YEAH, good luck with reaching that level with them! so very extremely unprofessional, bunch of liars. i hope they close down so people will be saved from their scam..

Order ID: #[protected], returning track [protected]

Dear souq, I was having the problem of focusing (need to readjust the whole assembly repeatedly to avoid blurred images at the corners) and brightness (low lumen) with the projector (it’s a drawback of this model from LG). The projector was not used much, as it was not used for teaching purposes; it was lying on the table only. Then in July, I have requested to return it, they approved it and promise to refund my money. After returning the product their words were changed to “it will be screened by technicians and it will be repaired”. When I asked them again, then they said, those messages were sent by mistake. Why they have approved my product for return and agree to the refund and now after return they are turning back from their words. I need my refund now. if it is regarding policy, souq.com know the policy well, then why they approved a return and refund request.

Return and refund approval:
The following order will be returned upon your request
Hello yusuf4682,

In order to ensure that your package is returned properly back please ensure that you follow the below easy and simple steps:

Step 1 – Pack the item securely and properly

Step 2 – Print the Return Airway Bill (AWB) and attach with the packed package

Step 3 – Contact the courier company SMSA Express Transportation Company at phone number [protected] to arrange a pick-up of your package or if you prefer you can go to the nearest SMSA Express Transportation Company service centre or office to drop-off the package

Step 4 – Once the package is received back by the seller the refund will take place and please allow for several days for the refund to be processed

Your Order Details
LG DLP LED Mini Beam Portable Projector - PH300 LG DLP LED Mini Beam Portable Projector - PH300
EAN: [protected] | Condition: new
1, 399.00 SAR
Sub Total 1, 399.00 SAR
Shipping Fees 0.00 SAR
Grand Total Refunded 1, 399.00 SAR

After approval message

Re: [#6531863]
souq.com 25 August 2016 at 12:35
Reply-To: "souq.com"
To: [protected]@gmail.com
Dear valued customer
Thank you for contact us

We Apologies for the previous answer would like to inform you the all electronic products sold by Souq.com are guaranteed with 2 years warranty from the receipt date .

taking in your consideration that the maintenance process will take between 7 – 14 working days from the receipt date in souq.com warehouse, our maintenance team will check the device to determine the defect and fix it considering that the warranty do not include the misuse defects ( broken screen, poured water, etc…)

​

Dear Team,

I have ordered a Samsung Digi. camera with souq.com on 23 July 2016 I ordered 2 more items with same order, Order ID: #[protected] I have received 2 items after 3 or 4 days, after 7 days on 30 July 2016 I had track my order through souq site and send their a message for delay in delivery but next day on 31 July 2016 souq.com cancelled my order at their end when I reply on their mail for reason of cancellation my order they stated that "seller didn't ship the item, you can make new order" after that I checked on their site the same item is available with raised price. I have all the evidences for same, kindly look into a matter and do a needful.

complaint no: Ticket - [#6356353], Ticket - [#6356766]

I purchased 3 items from souq.com, paid via credit card and specifically mentioned to have it be delivered in my address. After a week i received a text saying I should go and pick it up at a pick up center.
I called customer service and asked them to deliver to my address and instead they referred me to the shipping department. So again I called shipping department and ASSURED TO ME that they will deliver to my address. I waited for few days but nobody from the shipping contacted me so I followed it up again and they said the order was CANCELLEDand if i have questions i can call customer service. I am very upset and disappointed with their service. Nobody tried to contact me frm the shipping and my ALREADY PAID order was cancelled which i wouldnt know if i didnt call myself. Thanks for keeping me waiting souq.com and thanks for the wonderful customer service!

I have been user of souq for a long time, but a recent experience makes me question the genuineness of their certain products
I ordered a branded perfume from them, it was delivered, I checked it and it was not effective the fragrance did not last for even 20 minutes and very dull fragrance, now I am a person who uses perfumes on a daily basis now I was not sure of it was a fake product or if it was an expired one . I checked expiry date and it was nearing expiration. Hence I returned the item.
They informed me that product once opened will not be taken back, but how can I know if a perfume is bad or good without opening it . After many calls emails and complaints on their site it has not been solved, the only offer they give is to send me back the useful product. I have been sending messages to them on twitter for last 11 days and the whole saga is now two months old . But no solution in view. Order No. [protected]

I have ordered samsung galaxy s7 edge and cancelled the order the next day as I ordered the wrong colour.
Souq.com team has promised to refund the amount within 5 to 7 days.
Its been 2 weeks now.I ordered the Item on 15th and cancelled on 16th.
I havent recieved the refund yet.
I have mailed and called the customer care zillion times.
This is a sheer negligience and very bad customer service.
I really wanted to complain to the higher authorities regarding this fraud practices from such big online sites.

I had purchased a Samsung Galaxy S6 device (Order ID - [protected]) with a 2 year damage protection warranty. The damage protection warranty is a service which you can opt for and pay an additional fee for it directly to souq.com.

I had given my phone for repair on 03/04/2016 and post 14 days from that, I received my phone without even it being repaired. The fault with the phone was that the SIM card slot suddenly stopped detecting/reading.

After this, I've been trying to reach someone from souq.com, however no manager or supervisor from this company is able to provide me a reason for the item not being repaired.

The customer service associates informed me that my warranty has become void due to some unauthorized software update. Upon inquiring further on this unauthorized software, none of the associates were able to answer my query.
Even though the warranty is void, I have purchased a 2 year damage protection plan which makes me eligible for a replacement or repair of the phone on any physical damage or malfunction as mentioned on their website (www.souq.com).

Upon requesting to speak to a manager or supervisor, I'm always being said that they are busy and will get back to you within 24 working hours. However, no such call was received from them. (Email proof for the same could be provided)

Furthermore, after making more than 3 formal complaints it was on Wednesday (27/04), that a floor manager by the name of Mr. Sunny spoke to me and stated that he will get back to me within 24 hours with regards to my phone.

Till date, I have not received any call from him.

My phone has not been operational since more than a month now and nothing has been done to get it repaired despite me having a warranty plan in place for which I have paid a sufficient amount.

As a result I had to place a complaint with the DED (Department of Economic Development), and after which I received a call from Mr. Abdul Rahman (Legal team of souq.com). The entire scenario since 03/04/16 was explained to him and it was mentioned by him that you’re phone should have been repaired considering the warranty protection plan in place. Hence, on Wednesday (4/5/2016), my phone was collected by the courier company for souq.com and Mr. Abdul had mentioned that the phone would be repaired and delivered by Thursday (12/05/2016).

Its Tuesday (17/05) already and I still haven’t received by phone. Upon contacting Mr. Abdul on Sunday, it was mentioned that the phone was ready since Thursday however, due to some gaps in their internal process, it could not have been delivered.

Upon contacting souq, it is being informed that the phone would be delivered by the end of this week. I’ve requested for a refund and the same is being denied even though it is souq.com at fault.

Highly dissatisfied with the customer services provided by souq.

I ordered an iphone 6s a month ago. I recieved the item, and it had rust in the back on the apple logo so i decided to return it on the same day. it took them 4 days to pick it up, and i called them to follow up everyday for about two weeks but no hope. I escalated the issue to Dubai Economic Department, that when souq.com claimed that the phone is not damaged and accused me of taking pictures of a different phone. Since then, I've had no help from either Dubai Economic Depart or souq. Although they accused me of fabrication and lying, i decided to take back the phone since its been a month and clearly no one was doing anything. I called them, they informed me that they will deliver the phone tomorrow. Then, I called q express to confirm the time . they said no return was initiated. I called souq twice, they answered me as they always did " we have referred the issue to the conerned department". Ive been hearing this reply all month... Im really fed up and furstrated from this company. No respect for clients what so ever.

I wanted to order an iPhone from Souq and I actually placed my order and paid for it. The same day I found another place with better prices, so I contacted Souq customer service and asked them if it was still possible to cancel my order and the answer was yes. So I cancelled the order and they promised to give me my money back in a week. I'm still waiting for my money and two weeks already passed! I'm so frustrated!

I ordered 2 casio watches(REF-[protected] & [protected] ) for gifting purpose, which was fake & came in poor quality boxes and i returned it same time sent mail on 21st April 12:47pm, they lied of me using 1 watch & refunded only one, now i dont have 1 watch as well as my money & have been chasing them but no reply.my email id-nikhilnair.[protected]@gmail.com & number is [protected].