Souq.com
Reviews and Complaints

My experience with Souq.com is a memorable one.. I bought a BUSTED Samsung mobile from Souq.com in which I tried to send it back to repair thru the famous QExpress. I waited 10 days calling them daily for a pickup and they kept promising me daily for that pickup. At last, I gave up and asked them for a solution to my agony. their solution was for me to leave my work and deliver it myself to their Quooz store which I ended up doing. the worst part is that Souq.com did nothing about it. I complained and called a lot, asked to speak to a supervisor but no action was taken except these useless mails I received from them. that taught me a lesson NEVER TO BUY from Souq.com and never use QExpress again..

What a useless 1 year Warranty you are giving. I had purchased Dell Tablet on Jan '2015. I couldn't use one time, Software error. Souq.com didn't solve the issue. Poor after sales support. Order Number/ID: [protected] see the below ticket & email communications. http://support.souq.com/.../72a308cb5f60800fbe0eb4387c76ecb9 http://support.souq.com/.../923bbd1bf1872a411b15fa67e8c07cb1

Dear Board, This is the complaint about Souq.com - KSA Let me explain from the beginning. I received product (Iphone 4s) on 05th Dec 15 evening, once I opened the cover, I was surprised that this phone was already used by some one. I have order the new one only not used one. a. 1st Complaint raised on 06th Dec 15 morning itself. b. Return confirmation received from Souq.com on 06th Dec 15, also called customer care to collect the same from me. C. Since 06th Dec I was waiting for to collect by Souq.com personnel. But no one called and no response from souq.com - KSA. d. Again second ticket raised on 07th Dec 15, again got an confirmation from you to collect the product from me, hence once again called souq.com but no one came to collect. e. Once again ticket raised on 08th Dec 15, again got an confirmation from you to collect the product from me, hence once again called souq.com but no one came to collect f. Once again ticket raised on 09th Dec 15, again got an confirmation from you to collect the product from me, hence once again called souq.com but no one came to collect g. I am holding this used product since 06th Dec 15 to collect from me. with return slip I am very disappointed with this response from souq.com. Kindly arrange to take action on this seller. Also kindly help to replace this product as such as possible. your help is highly appreciated Regards, H. Sukesh

I order this item at Souq.com last November but to my surprise upon opening my tracking number in Aramex, the item was delivered already as per below information. But it was delivered to other person and not to me. See below. Saudi Arabia 10/13/2015 5:40:00 PM Delivered fuad Saudi Arabia 10/13/2015 7:51:00 AM Out for Delivery Saudi Arabia 10/12/2015 5:31:00 PM Delivery Address Corrected Saudi Arabia 10/12/2015 5:31:00 PM Delivery Scheduled Pref Dt/Tm: 15/10/2015 - 10AM-2PM Saudi Arabia 10/12/2015 2:47:00 PM SMS Sent to Consignee Saudi Arabia 10/12/2015 2:34:00 AM Departed Operations facility – In Transit Saudi Arabia 10/11/2015 4:20:00 PM Received at Origin Facility Saudi Arabia 10/11/2015 12:45:00 PM Record created. Your shipment tracking code is: #[protected] I have calling Souq customer service many times and informed me that they have provided me a Used Reference number and they told me they will give me new reference number. Unfortunately until now I havent received any response from them and my order was left hanging. I hope that you will find time to resolve my problem. Thanks, Ronald

I purchased Infinix Zero in Souq.com few months ago. I was facing the battery problem in that mobile. So I given for repair. called your customer care on and make request for returned order to repair battery problem under warranty. Delivery boy came and picked up the mobile .I didn't receive any update even after 30 days.so again I call to your customer care and asked about status the CC person said to me as will update within 24 hours No body called from souq.com side Next day I was call to their CC & service executive update me "we credit your amount ALREADY " to concern bank. till now I did not receive amount.I didn't ask for refund till now.No body inform me as this mobile cannot repair. this is worst service from souq.com. I never seen like this in my life

6 Dec 2015, evening 7.15 i received my iPhone from souq.com after chasing 7 days for delivery. This was my first online purchase in UAE and souq.com made it worst. I may have used the phone only for max 20-25 min then put that aside. Woke up with a hope of enjoying my new gadget but iPhone was completely hung up, off-mode & was not responding at all. Filed a return and refund to souq. Hope i will get my money back. And suggestion to all buyers.. Please don't buy any gadgets from SOUQ.COM either they will make your purchase worst. Now i have doubt wether the product are being actual genuiune or not.. DON'T BUY from SOUQ.COM.. ANYTHINGGGGGGGGGG

Hi, I have booked one Lenovo Thinkpad under Order No. [protected] on 28th November 15 & as per system last of delivery was 05th December which is TODAY but unfortunately this product is not yet shipped. When i called souq customer care on 05th December 15 morning to check the status (which was last day of delivery) I was surprised to know that until now supplier (GulfSourcesFzco) has not yet accepted the order. Until i called SOUQ people were not even aware of this & customer care executive told me that i have 2 options now, Either i cancel this order and request for refund or wait for delivery but he cannot commit the time. This is unprofessional from SOUQ end because no one called me & updated me that order is not yet accepted by supplier & it will take time (Only god knows how much time). But when i called them to check the status on 05th December (Last day of delivery) they cancelled the order & sent one simple mail that supplier is not able to full fill the required so i will get my money back with in 03-04 days. Souq.com kept the money with them for 07 days & again they need 03-04 working days for refund.

We have issued order when we first received this item but SOUQ kept denying it and renewing the return date and postponing it so today it has been exactly 1 month, when finally SOUQ came and took it, but it was in their warehouse for about half a month when it was delivered to the seller but the seller rejected it t because of technical issues which we know we didn’t cause, one of the issues was late return as for they have a policy of 7 days however this is SOUQ’S fault because we issued return the same day we got it, after many phone calls and emails the escalation team finally answers us and said that the seller has proof that this item is broken and they provided us with pictures, and we had a video which clearly showed the items current state when we returned it, anyways we had a deal that the seller can return this item back to us in mint condition however it has been and a half weeks and they haven’t so we can’t also accept this item either

Hi. I purchased one mobile online from Souq.com The Item was scheduled for delivery since 3 days, but it is not delivered. I called customer care and requested to pick up the package from their Al Quz warehouse and they keep telling me that they are looking for my package since 3 days! Total mess.

Hi Myself Akbar Khan, I have been purchased an Innjoo mobile from Souq.com on 05-Aug-2015 Order ID #[protected]. Which was detect charging problems. I registered a complaint on 7-Oct-15 and today is 04-Dec-15 but still I not yet received my mobile back to me. So poor service provided by Souq.com, plz don't purchase anything from Souq.com. below is the full detail of order & complaints. Order ID # [protected] Complaint registered from 07-Oct-15 till today 04-Dec-2015 Sr No. Ticket Date Ticket Number Ticket Closed Date 01 7-Oct-[protected]-Oct-15 02 26-Oct-[protected]-Oct-15 03 15-Nov-[protected]-Nov-15 04 16-Nov-[protected]-Nov-15 05 16-Nov-[protected] Waiting for Update 06 18-Nov-[protected] Waiting for Update 07 4-Dec-[protected] Waiting for Update

Purchased a Apple Mac from this, The shipping time time was 3 days. After 5 days and lot of complaints, They ask me to wait another few days.. so cancelled the order. Now they are not sure how much money they will refund. how many time to complete the refund process. The customer service person @(+[protected] has no idea about the language and information of the order process. Very bad, if you face a problem with this people. Do not purchase valued items.

First time to order from souq.com when i recevied my order it was broken then called the customer service and told them that the delivery man still here its broken i think i should take my money back but she told me no u have to send me photo by email then they told me the cant send me my money cash they have to put it in the account i think you are not honest company if u took the money cash i think you should return it the same way you took it very bad customer service i think this consider stealing im glad that this happen cuz i will make sure that every single person i know wont deal with you specially after the customer service who didnt do anything about it except saying cant send you the money its our policy is the policy what dishonest policy excatly very disappointed bad exeperince that was confirmed as stealer souq.com

I placed an order with souq.com yesterday. After making the payment, I realised that the delivery address used was my business address in Dubai when I would actually be at home in Sharjah during that time. You would think this would be an easy fix. Modify my order details. There was no way I could change my address online and when I called Souqs "customer care" team, the man 'helping me' told me that there is no way that they could ask the shipping company to deliver it to Sharjah. Even if I paid the extra shipping fees due to 'company policy'. Now I have to drive all the way to Al Quoz for the sole purpose of picking my orders up (oh yes they are more than one order and they will not hold the products for me to collect them all together. I must make several trips now. I would have been better off going to the mall! So I started to calmly explain to the gentleman on the phone why I think this policy is silly only for him to interrupt saying its not his job to handle complaints and I should go to the website and submit a complaint there. I really am wondering what these so called customer care employees' training is like. Do they even understand the definition of customer care? Souq.com should invest in their customer care employees after all, they are the face of the company.

I have seller account on Souq.com and total value of AED 147, 000.00 is kept with them for over a month now. They said it is due to a system error, after making 10's of phone calls they released some amount has payable, when I requested withdraw for AED 67, 000.00, it took another week to process it. As of now I stopped selling anything on Souq.com and I want to warn people that they use your money and give you nothing, put you in trouble with your banks, legal cases because of delayed payments. I will go file a complain to Dubai police tomorrow and never gonna sell on Souq.com again

i bought an i phone 5 from you, and its not working at all, i m soooooo sad and disappointed about that, even the Charger is not working and i was fine with it, now the screen is becoming Blue and then with colour and then black :( can you explain why ? my phone is off for 2 days, no one can reach me . Why Why you sale this kind of product to customer ?i will tell all my Colleagues in DIFC and i swear to God no one will buy any thing else from you . I m wondering if some one will buy perfume from you, you will burn his Skin . I m working more then 10years in customer services i never seen this before . Now we need to find a solution and as soon as possible for my i phone to replace it, i paid 1500 for that . I don't want to reach the point of cases and courts because i can do it My husband is Local Laugher so please contact me as soon as possible, on my email address because you can not even call me i don't have a phone HARRAAMMMM Much appreciate your prompt reply Best Regards Email : feryel.[protected]@sa.transport.bombardier.com Order ID : [protected]

Sent from my iPad Begin forwarded message: From: Mayank Date: 2 November 2015 at 8:07:10 PM GMT+4 To: "souq.com" Cc: [protected]@gmail.com Subject: Re: Ticket Received - [#3979337] Complaint - Return - Technical issue How is this ticket closed even after so many reminders and calls and promises to collect from your end, please reopen and collect defective item Sent from my iPad On 02-Nov-2015, at 8:04 PM, Mayank wrote: Reminder Sent from my iPad On 01-Nov-2015, at 10:42 PM, Mayank wrote: Still await collection between 1400 to 1700 hrs. Sent from my iPad On 30-Oct-2015, at 11:54 PM, Mayank wrote: Reminder Sent from my iPad On 30-Oct-2015, at 12:49 AM, Mayank wrote: Still await collection Sent from my iPad On 26-Oct-2015, at 7:47 PM, Mayank wrote: Still await collection no contact done by courier for collection Sent from my iPad On 25-Oct-2015, at 8:40 AM, souq.com wrote: Dear Mayanksharmadehradun, Thank you for contacting Souq.com Customer Service. Your request has been received, and a ticket has been created for you with reference ID: 3979337. Ticket Details Subject: Complaint - Return - Technical issue Description: Dear Customer, Thank you for contacting us. We are currently working on your query and one of our customer care representatives will contact you shortly. Thank You, Customer Care Team. Please visit the link below to view more details: http://support.souq.com/public/tickets/14ae4df32c397754c305248f0beb45e467543c05569477127c9712813ca2ea8a Our team is looking into your request and you can expect next to be contacted with either an answer to your question(s) or a solution to the issue(s) raised. Our expected time-frames to respond will vary according to the severity or complexity of the matter being addressed and volume of contacts reaching us. However we assure you that we are working to get back to you as fast as possible and to properly address your questions and concern. You can use this ticket reference ID in any future communication with any member of the Souq.com Customer Service team. Thank you and wish you all the best, Souq.com Customer Service Team 3979337 Sent from my iPad Begin forwarded message: From: "souq.com" Date: 20 October 2015 at 11:33:53 AM GMT+4 To: [protected]@gmail.com Subject: Ticket Received - [#3939954] Inquiry - Return - Return status Reply-To: "souq.com" Dear Mayanksharmadehradun, Thank you for contacting Souq.com Customer Service. Your request has been received, and a ticket has been created for you with reference ID: 3939954. Ticket Details Subject: Inquiry - Return - Return status Description: Buyer called for return update Please visit the link below to view more details: http://support.souq.com/public/tickets/ee10ef3772d89f8b97034357c86935336376bd853f5923f7d25bfa80d8c612ba Our team is looking into your request and you can expect next to be contacted with either an answer to your question(s) or a solution to the issue(s) raised. Our expected time-frames to respond will vary according to the severity or complexity of the matter being addressed and volume of contacts reaching us. However we assure you that we are working to get back to you as fast as possible and to properly address your questions and concern. You can use this ticket reference ID in any future communication with any member of the Souq.com Customer Service team. Thank you and wish you all the best, Souq.com Customer Service Team 393995 Sent from my iPad Begin forwarded message: From: "souq.com" Date: 20 October 2015 at 11:33:53 AM GMT+4 To: [protected]@gmail.com Subject: Ticket Received - [#3939954] Inquiry - Return - Return status Reply-To: "souq.com" Dear Mayanksharmadehradun, Thank you for contacting Souq.com Customer Service. Your request has been received, and a ticket has been created for you with reference ID: 3939954. Ticket Details Subject: Inquiry - Return - Return status Description: Buyer called for return update Please visit the link below to view more details: http://support.souq.com/public/tickets/ee10ef3772d89f8b97034357c86935336376bd853f5923f7d25bfa80d8c612ba Our team is looking into your request and you can expect next to be contacted with either an answer to your question(s) or a solution to the issue(s) raised. Our expected time-frames to respond will vary according to the severity or complexity of the matter being addressed and volume of contacts reaching us. However we assure you that we are working to get back to you as fast as possible and to properly address your questions and concern. You can use this ticket reference ID in any future communication with any member of the Souq.com Customer Service team. Thank you and wish you all the best, Souq.com Customer Service Team 3939954 Sent from my iPad Begin forwarded message: From: Mayank Date: 19 October 2015 at 10:29:24 PM GMT+4 To: "souq.com" Cc: [protected]@gmail.com Subject: Re: Ticket Closed - [#3925680] Negative Feedbak - Order ID: [protected] - Seller:cellsafe - Marketplace Dear Sir/Madam, The article was supposed to be collected by courier today between two and five pm as per my telephone conversation with customer care yesterday but sadly the courier is calling me at ten am in morning when I am not there or anyone from family also not there .So please arrange for courier to collect and return between two and five pm Thanks Mayank Sent from my iPad On 19-Oct-2015, at 1:28 PM, souq.com wrote: Dear Mayanksharmadehradun, Thank you for contacting Souq.com Customer Service. As we have not heard from you for a while; we hope that our solution and response has met your expectations. Hence we are closing the ticket. Ticket Details Subject: Negative Feedbak - Order ID: [protected] - Seller:cellsafe - Marketplace Description: Feedback Comment: Item does not work as described Item Info: Title: Mini 5 Port 1080P Video HDMI Switch Switcher Splitter with IR Remote lym C1183 Price: 3066 EAN: [protected] Offer Note: Buyer Info: Nickname: Mayanksharmadehradun Seller Info: Nickname: cellsafe Response sent: Please visit the link below to view more details: http://support.souq.com/public/tickets/dc838bf85e4342fbf35f812c89bf8f31e099f7035b94f453b71ed29dad914d83 Should that not be the case; please feel free to either call us or open a ticket via the contact us page on our website. Thank you and wish you all the best, Oliver Aramas, Souq.com Customer Service Team Please let us know your opinion on our support experience. HappyAwesome NeutralJust Okay UnhappyNot Good 3925680 Sent from my iPad Begin forwarded message: From: "[protected]@intl.paypal.com" Date: 13 October 2015 at 5:54:52 PM GMT+4 To: Mayank Sharma Subject: Receipt for Your Payment to Souq.com FZ LLC PayPal logo Oct 13, 2015 17:53:50 GMT+04:00 Transaction ID: 4J603756N97385153 Hello Mayank Sharma, You sent a payment of $11.86 USD to Souq.com FZ LLC ([protected]@souq.com) It may take a few moments for this transaction to appear in your account. Merchant Souq.com FZ LLC [protected]@souq.com +962 [protected] x320 Instructions to merchant You haven't entered any instructions. Description Unit price Qty Amount $11.86 USD 1 $11.86 USD Subtotal $11.86 USD Total $11.86 USD Payment $11.86 USD Payment sent to [protected]@souq.com Issues with this transaction? You have 180 days from the date of the transaction to open a dispute in the Resolution Center. Questions? Go to the Help Center at www.paypal.com/ae/help. Get verified - Pay from your bank account and you're 100% protected against unauthorized payments sent from your PayPal account. Log in and click the Get verified link below your name. Please do not reply to this email. This mailbox is not monitored and you will not receive a response. For assistance, log in to your PayPal account and click Help in the top right corner of any PayPal page. You can choose to receive emails in plain text instead of HTML emails. To change your Notifications preferences, log in to your PayPal account, go to your Profile, and click My settings. Copyright © [protected] PayPal. All rights reserved. Consumer advisory- PayPal Pte. Ltd., the holder of PayPal’s stored value facility, does not require the approval of the Monetary Authority of Singapore. Users are advised to read the terms and conditions carefully. PayPal Email ID PP120 - 5d246e9e1fae1

Order ID: [protected] PS4 console we received was Japan specification due to which the Power input rating is showing 100V and Japan power cable. We order in UAE and as per UAE power standard the input power is 220V. The item was not as describe in the Souq site. Souq Call center and the complaint web site team suggested to return the item and amount will be refunded but after many follow up we received an update that they would not refund the amount because box where open. Please note that as per Souq team suggestion the open item was return and had suggest them to exchange PS4 console or sugget how we can use in the 220V UAE standard power unit. We felt cheated and expect Souq to describe item specification onsite or provide right product as describe. Souq Order ID: [protected]

i have recently ordered one of the product (sandisk flash drive) with order no. [protected]. In your website i choose the delivery time between 6.00 and 9.00 pm. The delivery boy had called me at around 5.30 pm which i am unable to attend the call.After that at around 6.30 i have called him, which he refused to deliver the product, which was clearly against your delivery policy.After that i called your customer care officer, did not help me to overcome i situation. You have treated the customer quite unfairly. Really horrible experience.

I have purchased one phone (HTC M8) and used only 2 week, got damaged and now they r saying they cannot give guarantee. After raising the compliant they came and collected my phone for Servicing because phone getting switch off sometimes that time phone was in working condition, then they delivered after few days and went back with out saying anything and I try to open phone is not working. I called 8 to 10 times to their customer service to get a response. They are saying the phone got water damaged. then how it was working the time they collected from my side. They send me report regarding this that document not having any Sign or Seal. Am sure something went wrong from their Technician Side. Please help me regarding this issue *Details Attached

This is what I wrote to the seller: q express has repeatedly proven to be highly ineffective. I specifically stated in my order to be called before the shipment is delivered. I was called by your call center and was told that the shipment is being delivered to my address. I explained to the. Lady on the phone that I wanted to pick up the shipment at the warehouse in musaffah. I was told that the shipment will be there at 2 pm I was at your warehouse at 0430 pm and was told by the receptionist that my shipment was with the driver and if I wanted my shipment to call the driver. She gave me the number of the drivwr. She would not show any intention to assist me. She is very rude. I tried to call the driver for 25 minutes but to no avail. I left your warehouse and after 35 minutes he called me and he said that he is now in the warehouse and that I can come to pick up my shipment. I believe that you need to train your people in how to deal with customers and how to follow procedures correctly. This is the last time I have ordered for souq.com unless the delivery company is changed. I am willing to pay more money if show.com offers a different delivery company.