Souq.com
Reviews and Complaints

22/5/2019
Client name: Hatem Zaki
Souq .com Egypt sent me a different product than ordered. This is maybe the 20 time they do this.
Requested Refund they rejected.
Customer service personnel name: Sohayeb Mohamed. (very rude - not Egyptian)
phone call at 5:00 Cairo Local time.
I attached all other fake products received fropm souq .com. The photos show the details of the transactions.

Hello from egypt.,

I am big buyer on souq egypt, since more than 5 years now., with hundreds of thousands of pounds purchases. Last april., the delivery man who was delivering my order was rude, and did an awful thing too (he peed on the wall of my villa! And sneaked to look through the wall in my garden) I saw that on my surveillance camera., and next time he came again, he talked in a rude way., so I reported him to both qexpress delivery company and souq egypt. Both did nothing until now., I had many orders since then exceeding 30k egp that were cancelled by that delivery man who also lied saying he went to deliver but no one was home! Meanwhile I was checking with qexpress daily about my orders and telling them to send it with another person. I also was checking daily with souq. But nothing worked, and all my orderes were cancelled., I placed them again, and same thing happend again 3 times., and last time, I was frustrated to see in cancellation reason: (fraud customer)! Made new complaints, but no one did anything until now., and all that time I cannot receive any orders I make., asa my orders reach alexandria warehouse, where that reported delivery man is, they get cancelled without letting me know, just cancelled and returned and takes forever to get my money back., as I pay all 100% online. I am reaching to you to solve this problem, and let me know what you do to that delivery man and who is helping him to ruin my orders at alexandria branch., and also who called me fraud! This is my right, and I would go to the furtherst extent to get my right back and my digninty saved.
My registered mobile number on souq is : +[protected] you can check for yourself all I am telling you is true. I hope you solve this problem, so I can go on with my needed orders from souq egypt.

There is a small crack on the screen which is completely under warranty. I do not understand why it is not covered?
What do you mean by warranty if you are unable to fix such small repair ? Request to send some one to collect the item.

This was informed to your customer care earlier and they sent a person to collect the item but I have to leave town for an emergency so couldn't handover the phone so i requested to collect once i'm back in town.

Later Souq.com bought over by amazon.com none your customer care numbers were working.

I appreciate your help and support.

Thank you
Jyoti Raj
[protected]
Show quoted text

Purchased OnePlus 6 mobile phone on 4 Aug 2018 with 2 years souq warranty, From last month I was facing issues with device, as frequent restart screen flickering, apps auto signout... so i requested return/refund on 23rd April 2019.

After 3 days I received a call from souq support saying that device has been sent to seller and you will receive refund in 5-7 days.

On 2nd May I received an email, your return product with RMA [protected] has been rejected.

Till now there is no further update on my product from souq, I escalated 4 tickets but no response yet.

Ticket Received - [#17441007] - Created on 28th April
Ticket Received - [#17606269] - Created on 3rd May
Ticket Received - [#17691045] - Created on 6th May
Ticket Received - [#17809159] - Created on 9th May

It is very disappointing and unprofessional response from souq, service is disheartening customers from future shopping.

I ordered via souq.con an order worth almost 1800 LE make up items, when the order was sent it was composed of seeds jar worth almost 100 LE instead of my order which I haven't received. I haven't received any of my ordered items and neither my money back. Everytime I call them they say they raised a complain and up till now the issue is not solved. They took the wrong order back as a return but they didn't give the money! I want my money back cause this is a theft.
My phone number is : [protected]
My email: noura.[protected]@gmail.com

If my money is not back, I will take a legal action. Cause its been a week. I am tired of this and I call almost everyday literally. The service suck and I won't stop till everyone knows about such a theft if my money is not back.

Iam order on 3 may and as per website i will received it on 4 may buy till now iam not received it due to
1st the shipping is late so we will deliver it tomorrow 5 may
2nd the address is wrong so please connect souq. Com not the shipping to confirm iam call souq and they confirmed on address as per address on application so we make a ticket and the order will deliver tomorrow for sure noting that iam received 3 msg that the couriers on way on 5 may / Tuesday 7 may and today
3rd i received msg on the last msg tomorrow that the couriers will come today and the courier is called me and told me that the address is not same to the courier company and souq so i told the courier that i will cancel said ok as you like and your call canter agent on souq noy helping me any more and its ok to them that tbe order canceled or not and final till me that the couriers mentioned that the order is canceled because i refused to pickup it so what can i do i am very disappointed and shocked from this service

I made an order from souq.com (order number [protected]) and I realized that the shoes is not the size I need so I made a complaint to change the size to be 42 as the order didn't take more that few minutes & I receive immediate response on the complaint that you should wait till you got the shoes then return it and you will get a refund! why you don't help trying to solve this issue even by giving a call to the seller as the size is already available!

Dear all,

This is to inform you that.. Your delivery service was very bad.. Souq is to delivery the product to customer.. Not customer will go near the customer.. To the incident was I went more than half km to collect my order.. Reason from driver he cannot able to deliver the order to customer bcz of no time... And you driver said if we cant come to him he will leave the place after one 1week the order will be deliver.. And me and my friend decided to remove from the souk.com and 200members will stop using the souk.com..

We had purchased an iphone 6 s plus phone from souq.com. The very first week the item emblem was found duplicate. And the screen was blinking when we use the apps. It was returned back and they called us to give the apple id to log in. We provided all necessary information and we rejected the item. The next week the same item was returned back to us. We didnt accept it and we returned it. We asked for refund and till now they hadnt done anything for it.

This is in reference to the order no.[protected] - a Defective & irreparable item.
I received a defective laptop on the purchase. I complained to the company about this but company instead of issuing the refund as per the purchase policy, repaired a damn defective item and dumped back on me.
Now its been 10 months, 3 times I have returned the laptop with different problems .

I want my money back because its the companys fault that they have sold me a defective item at a full price.
I am not interested in your product anymore and I want my money back.

I had orderedthe above mentioned product on 28th April'19 and git it delivered on 30th April'19 and I had paid thru Cash on Deĺivery. When i opened the product to check I found it to be a duplicate one and not like as shown in the description of Souq.com. Also, it was not getting plugged in to my Mobile. Immediate I called the Customer Care and asked for the refund. They told me that the amount paid would be refunded back to my Souq account once the product is taken back. No executive has come to collect the product and I'm going back to India on 10 th May'19. Now when I'm trying to login to Souq App, it taking me to Amazon where I'm not able to find any of the details regarding my purchase of the product Product cost was 65 AED and I had to pay extra 20 AED for Shipping and Cash on Delivery. Totally I paid 85 AED. Request you pls help me get back my money back to me and not to Souq account.

This is the fourth time a product arrives to the wrong address, wrong city.

I have spoken to souq employees 5 times over two weeks about this. And my orders still keep getting shipped to the wrong city - for no fault of my own. My address has not at all changed - and I used to make orders regularly on this address - All of a sudden Souq are sending my stuff to a different city - failing to retrieve it when I complain - and the orders end up being cancelled.

No explanations. No apologies. And no fixing of the problem. I order new items thinking the address issue has been fixed and still same thing happens.

And on my account the address is the same so there s nothing I can do.

I have been such a loyal Souq and Amazon customer - but I am this close to boycotting the whole thing, simply because I am not getting my orders anymore and I dont feel anyone cares to fix this.

i ordered a mobile from souq egypt on 24 april i was expecting to delivered on 27 april but it didn't, , i called the CS and they was sure that i will receive it the next day and they apologized finally their manager told me that it's better to cancel the order as the phone is not in stock and i will lose the time and the discount if i canceled it please help

Customer service from both souq.com and q express is very poor and unacceptable.
No one is providing solution and they are saying not able to locate the delivery guy even .as per site delivery was supposed to be 28th Apr ..only I received messages and till now product is not delivered and not allowing me to collect personally from collection point too ..I requested and complained several times in 48hrs no use ..They are telling the same thing and no response .

Hi.. I ordered 3 products yesterday "Tuesday, April 23rd" and was supposed to receive them today "wednesday" but I didn't.. When I called your customer service agent she was very careless and said there was some delay from your side and that I was gonna receive my order next day which isn't possible for me because of my busy schedule.. And how come they didn't care to notify me with the delay? This is absolutely unacceptable and I wan't my order today!

Purchased a self balancing scooter through Souq.com for my sons birthday present.

When it arrived the specification wasn't as advertised and the remote control was missing.

Would have been happy to accept a replacement remote as my son was still very pleased with it. Contacted souq.com who sent a courier to pick it up. I refused to give it to the courier as he didn't have a replacement and went back to Souq.com

I explained that I had not asked for it to be returned as I had had no option but to give it to my son for his birthday, that despite my disappointment that it was the advertised spec that I just wanted the missing remote.

Souq.com didn't respond, instead they sent a courier round to collect it. Again I asked if he had brought a replacement, again that was not the case so again I sent him away.

I have emailed them several times and spoken to them on the phone, they now just ignore me. Having dealt with Amazon for many years and found there customer service pretty good, it appears I should not expect such professional help from Souq.com.

I bought my phone (order id: #[protected]) from souq 24th of june 2017 and I also bought 2 years extended warranty and damage protection.
In september 2018, the screen suddenly stop working. They told me there is a problem with the pixels and it is a default problem of phone not related to damage. Even though it is not my fault they told me I need to pay 100 dirhams to activate the warranty and I did. They fixed my phone and send it back.
In 1st of april 2019 I had the same problem. Suddenly half of the screen went black and I returned to phone to souq again to fix. 12 days later (21st of april 2019) (without any phone calls) they returned my phone back but the phone was not working at all. (when I gave them only the half of the screen was black). First I called souq they told me the phone was opened by a third party so they did not fix it and gave me back. I told them if I have a warranty why should I send my phone to someone else instead of the place I bought the damage protection and warranty. And then they gave me the technicians contact number (helpbit). I called them and I told them my phone was working when I gave it to you, now it is not working and you are telling me this phone opened by a third party and if you are claiming that the phone was send to a third party that means you sent it because I sent to phone to you. They said it is not their problem they opened the phone and they reliazed it was opened before so they did not do anything and send me back and if it is not working right now that means this is my problem and I need to pay for that.
So they broke my phone and sent it to a third party without my knowledge and they are trying to charge me for something they did.
They are not giving me any solution and asking me to pay if I want to repair or they dont care if my phone is not working because they opened it.
So the thing is I gave them a working phone, I waited without any updates for 12 days and I received a broken phone and asked money to repair it.
The phone is not working at all. I can not even turn the phone on.

I ordered for an interactive toy with battery and sensor touch toy for my kid and they charged me 50 sar and additional of 12 sar and I received a toy in work at condition and the toys which is described in the site is not the same and they are fraud sellers getting money on child's toys it is worst the toy should have hair and it is not the toy that was described in app see the condition

Trackingcode: [protected]
history:

- friday, april 5, ordered the item
- souq shows "arriving this saturday 6th"

- saturday, april 6, no delivery, no call, no update on tracking site

- sunday, april 7, no delivery, no call, no update on tracking site

- monday, april 8, site shows "out for delivery", i'm at the office
- somebody calls at 12pm, delivery guy says he's outside my door
- i told him "why didn't you call before coming, i'm at work, you should have called me at least an hour before so i could have gone home and waited for you"
- delivery guy asks if he can leave the item at my door
- i said "no, if it gets lost, who's responsible"
- i asked that they come back, but when they do, they call at least an hour before

- tuesday, april 9, no delivery, no call, even if tracking & sms "says out for delivery"

- wednesday, april 9, no delivery, no call, even if tracking & sms says out for delivery, and there's already a ticket for complaint
- i filed a leave and stayed at home hoping to receive it today, but i just wasted my leave for nothing

this courier is the worst so far

Hi this is Michelle o Brien, this is for the forth time it's happening, all the products they sent is faulty, I am seriously very annoyed and pissed with the level of service souq is providing, on top the customer service is so bad that people are not even acknowledging the concerns, I would like to specifically complaint about this girl called MARWA who was so rude and harsh on the phone after I asked for the manager, you should have the system of transferring the call to the managers. I am seriously very freaked with the poor service and I want this to be taken very seriously and get my issue resolved, I requested for the return on 6th April 19 and the courier guy dint come till 9;00 pm at night as I was waiting for the whole day, then when I called next on 7th the guy was suppose to come on 8th April 2019 but no one showed up, what do you expect us just to sit at home for your pickup leaving our jobs, I want an immediate response from some on my number [protected] and also the compensation for the inconvenience caused,

Thanks,
Michelle o Brien