Souq.com
Reviews and Complaints

I placed an order for a Thuraya SatSleeve for iPhone 5, 5S, 6 on 17/3/2015 and I paid online. The company promised to deliver the item within 2-5 working days but this was not the case, the respond I had from Souq customer support always was : Tomorrow you will receive your order. After 10 days waiting I cancelled the order and since then still waiting for the refund back to my credit card.
I mailed several times to customer support but I am not receiving any response to my emails, I just receiving a confirmation email and a ticket No, NOTHING more. Talking over the phone with customer support the same answer: We will come back to you within 24 hours and again NOTHING, looks like a scam this is the impression I have with this treatment.

Dears, I bought one Injo tablet from souq.com - and withing 15 days i found display is broken - i asked souq .com to fix issue and i will pay for maintenance - Souq asked to deposit 100 SR to fix the display - i did and send back the tablet Thru their delivery guy - i suprised after 10 days they return to me the tablet price only without any communication - i lost 100 SR and this really very bad services - please tell me how can solve this

I have purchased 3 items from souq.com order number is [protected] where the mobile device was returned back due to a problem. the initial mail regarding this was sent on 08/01/2015 and the case still pending. (alomost 1.5 months as of date.) the company finally promised me to credit proceeds within 8 working days which now it exceeds more that 12 working days. kindly help me to get this sorted out as I m highly dis appointed with this company. I was planning to buy so many items for my vacation where I need to think twice for this. if necessary I can attach all the e mails sent to them (more than 10 e mails and more than 15 phone calls)

I am going through very bad experience with Souq.com and ordered new Samsung Galaxy Note 4 which was delivered to me locked for UAE market.
After replacement the 'new unit' worked only for few hours, and now they are refusing to exchange the unit or to refund my money back and I am stuck with very expensive brand new phone which is not working... feeling nothing more secure then buying an used item from flee market... Disappointing

Dear Sir,
I have 2-Orders:
1. Order # [protected] (2-Items), placed: Nov. 27, 2014, Total = SAR 256.00 paid by my Credit Card.
2. Order # [protected] (1-Item), placed Nov. 27, 2014, Total = SAR 157.00 paid by my Credit Card.
As per the feedback that I had received from Souq.com, both Orders had been canceled, for the stated reasons which I've known.
Souq.com had informed me that the 2-Amounts were successfully refunded consecutively to my Credit Card, a total of SAR 413.00. However, until now I haven't received any refunded amount to my Credit Card. I used my Master Credit Card on these transactions, actually I have also a Visa Credit Card, and I'm always checking the available limit every time I used them. Besides, there's no notification that I received from SABB stating that some amount has been credited to my Credit Card. Please help me to resolve or to find out the status of these refunds.

Thank You Very Much and Best Regards,

Mateo Senolos

I have a good experience with Souq.com, and I feel committed to inform other consumers with positive experience as we did with negatives. I bought a treadmill from this website, it stopped working 4 months later.. I was not expecting much from an online shopping website in Saudi Arabia but I gave it a try by contacting them.. They first offer to pay for maintanance but I informed that I have no workshop around me to fix it they issue a full refund!
It might be mormal in the US or other country, but belive me it is not in Saudi especially from an online shopping website.
Thank you Souq.com, I can shop online with confidence.

I am so angry i am a seller on souq.com and i have taken the utmost pride in making sure that AS SOON as somebody orders a product i take it upon myself to drop and deliver it to aramex THE SAME DAY so the customer does not wait!
I make sure the items are wrapped in 2 - 3 layers of bubble wrap and take extra precaution with my products. So far 4 of my products have been returned to me as they are DAMAGED SEVERELY to the point they can not be resold and i am being charged 20 dhs in return shipping fees ?

This is getting ridiculous i have contacted souq.com who advised me to contact THEIR courier company ( yes they advised THEIR customer to contact THEIR courier ) and make a complaint against them ? Upon doing this aramex told me they have NOTHING to do with this and why are souq.com sending me to them ? I am being pushed back and forth and no one is willing to help prevent this from happening! I was also told by their escalation team that there is NOTHING they can do regarding this . We have NO PROTECTION as sellers on this site yet they charge us HUGE amounts of money to advertise there ? How is this fair and where can i make a formal complaint against them? In 1 month i have received back 4 products all damaged and now at a 250dhs cost loss and no one can help me to prevent any future losses ! I have begged and pleaded with their management and customer service to help me get this issue sorted out and yet again i got told today 03/12/14 that another product is being returned BY THE BUYER for being damaged ?

Very very disappointed each and every time i have contacted the customer service i get promised a call from their management team and to date i have received ONE call from a manager who seemed not interested AT ALL and advised i contact their courier. Please could somebody advise some kind of authority in UAE that i make a formal complaint against them in the hopes that they would actually offer us sellers better protection against their couriers mishandling the products we take so much effort into protecting.

I bought an LG G2 from their site, which seemed as a good, but 2 months later, the phone stopped working. It got all heated up, the battery nearly exploded and the screen got bent from that.
When i contacted customer service for the warranty claim via email, they informed me to return it and they will fix it or else refund the full price. Yet later when I called them, they refused to claim it under warranty for hardware maintenance, and said that their warranty only covers software! After arguments, they said they'll pick it up, but it will take 2-4 weeks to be checked!
I don't know, but if you put a one year warranty and say that we'll fix it within 7 days else we'll refund it, that should be the case.
Really really, bad after sales service, rude and the their warranty is just there to lure you in.
Site to be avoided.

The purpose I am writing this is to save new people in Dubai/UAE from getting cheated. Generally, when we read complaints and reviews, we think that this won't happen to us; atleast in case of souq.com as this has become a popular name and it is unbelievable that they don't have a compliance team or any fraud control mechanism. But in reality, they are a botched up company run by mediocre minds whose only target is to earn money. And you can easily find that when using souq.com or dealing with their customer service.

And because of their low quality management, bad reporting service, lack of brand thinking and zero compliance or fraud control, Souq.com has now become a haven of fraud sellers who are selling fake and used items at almost the cost of new. This is mostly happening because Souq.com takes a reactive approach instead of pro-active one. They do not verify the sanctity of products advertised by their sellers on the portal before any complaint is raised against them. If you take the pain to visit Souq.com, you can easily figure this out for yourself; the products are mostly wrongly categorised as New, though most of them has a seller note describing items as either refurbished or used (and I hope you understand that, when they sell fake, they won't mention that). That is one reason, some of the products offer competitive price. And if you call their customer service, they do not have any data regarding the quality of their listing; they would just repeat what the seller has written.

Now, as I have already mentioned the reasons for Souq.com low performance, it will be no wonder that I myself got cheated while buying an iPhone from their site. This was my first transaction and hopefully the last one (since they are returning money only in souq customer account).

They promised a brand new iPhone 5 on the portal and when I ordered the product, I received a refurbished and used one. When I called their customer service, as usual they apologised using plebian words like "Sorry for the inconvenience" and continued with their normal business "Please initiate a return on this". The audacity of their response suggests that they are doing this for long and are not concerned over this. How can they term it as inconvenience, when this was clearly a fraud transaction. Instead of Souq.com and its representatives taking action, they told me that it normally takes 5-6 days to return an item and then after checking back the item, they will try to return the money; not to me.. but to the Souq Account.

I wrote multiple emails and complaints to make my point but to no avail! nobody ever bothered to call me. Souq.com was simply unable to distinquish between a Fraud Transaction and a normal return case. And yes, like any idiot company they are not at all bothered about any legal action? I explained to them that a fraud transaction is legally and ethically wrong whereas a general return policy is a facility you give to your customer. But, this also did not elicit any difference of response from them; I wrote another email with full evidence of how sellers are using Souq.com to sell fraud products, but again no avail.

Let me relate to you how I got myself cheated on Souq.com! Had anybody indicated this anywhere, I could have easily avoided this transaction (So, this makes a good reason to take time and post my case on the internet). In the following points, I have summed up how I landed into a wrong transaction:

1. Wrong Listing: Souq.com lists even Refurbished products under "New" Category. You can find the proof under the attached screenshot. This is a case of false promise. Also see in the screenshot (or visit souq.com) that they have a separate category for "Refurbished items".
2. Wrong Promise by Souq Customer Service: I called Souq.com to enquire what Pre-owned means and if the other products listed as "original brand new" are really brand new on 22nd July. The conversation can be retrieved from the audit log. The call center representatives confirmed that the product I am going to buy is indeed a brand new original product from Apple.
3. Fraud Shipment: I made an order for a Brand New iPhone 5 16GB White & Silver, but to my shock when I received the item, I found the phone is "Refurbished" and it is clear written at the back of the phone. Please find the photos of the iPhone I received attached here. Also, the shipment did not use the apple box, it was a third party refurbishing company called Asurion.
4. Unresponsive: When I called Souq.com to report fraud with their seller, they categorized it as a normal return of product while it was a fraudulent transaction and must have been forwarded to their compliance team and fraud control (Perhaps, they don't bother to have any of these). And no action was taken whatsoever to correct the wrong done with the customer.

With the evidences above and attached screenshots, there should not be any doubt that souq.com is a fraudulent portal thriving on illiteracy of residents.

Regards,
Kamal
Order ID: [protected]

The worst online shopping website ever seen, i bought from them a mobile Samsung Galaxy Grand 2 Duos, the Device was Ok with me for 3 months, then he stopped charging by itself, the problem was related to charging and not to the phone itself. so they told me that 'the item was damage because of water damage it is physical or Hardware damage which we don't cover' ! It has never been in contact with water.! and How do they say "we don't cover hardware issues"? What do Souq cover then? My phone has a warranty 1 Year Souq and they are expected to repair it as long as it is not damaged by me. This is really irresponsible from their part. and they reply also after that ''We only cover software issues.''' ? WAW they cover software they are professional to stole or to recover customers files and private informations, , this is the only thing that Souq.com technical team can DO! they are unable to repair a phone also they are all stupid indians there, , , Anyone can repair his phone my himself if there is a software issue(s).. pfff, I will never dealt with them unprofessional, disappointing and poor team .

DISAPPOINTING : Order ID: [protected], Cannon700D Camera was suppose to be deliver by yesterday . When inquired, was told that its not in stock and would take 7-8 more days, I mean, atleast an intimation would have been convenient, it just screwed all my plans going back home with a gift for my brother . Atleast i could have bought it from outside without keeping any expectation. Even no response to complaints made regarding the same . Really Bad Service.

I bought LG G2 from Souq.com online shopping on 11-07-2014. I ordered for a 4G LTE 32 GB version of the mobile.
They provided me with a 3G version of the phone instead of 4G. Also the phone is having a fake IMEI number of an Nokia Xpress music phone .It have a rooted android kitkat OS instead of stock Jelly Bean OS. These mobile could have stolen from anywhere else..HOW COULD SOMEONE SELL A STOLEN MOBILE PUBLICALLY A COUNTRY LIKE UAE. WHATS THE TRUST THEY ARE PROVIDING?
ANYWAY SOUQ IS A SCAMMMMMMMMMMMMMMMMMMMMMMMMM...

We refer to our order of 27 June 2014 for Mobile and case cover from Souq.com (order number
Order #******** and Order #*******.
After speaking to total 06 persons from both Souq.com and Aramex I am very very disappointed by the customer service you guys are delivering to the potential buyers which is not even close to the standard. The few names that I remember are Mr. Alex, Salman, and Mohamed and Al saif. They all are filing complaints and following the procedures since 03 days now but nothing was done.
The agreed delivery date has now passed. Would you please inform us when we can expect shipment of the goods?
I must stress that we are facing considerable problems since the consignment is urgently required which was clearly explained to all personals from souq.com that I have lost my cellphone and I need phone immediately even I agreed to pay extra if there was an option of express delivery but as per customer care personals “its only 05 days now sir you can wait for 2 – 3 days more”. The Shipment already reached the aramax branch in ras al khaimah on 29.June.2014 as per Souq.com Personals but still on hold for no reasons unknown. It is imperative that you inform us of the earliest possible shipment date.
You have failed to meet Expectations of the buyers and the only solution provided by your own Customer care is to “sir, you can go to the aramax branch and pick up your order by yourself “.
Please look into this matter immediately and telex your response as soon as possible.

Souq.com is the most unprofessional e-commerce site, it seems they think they are too big to care. Placed an order (Order No. [protected]) for a flat screen TV 12 days back - when it was advertised as "in stock" on their website, and continued to be advertised 2 days after I made the purchase. After 12 days and repeated follow-ups, the order was cancelled by them ! Apparently they have suddenly realized after 12 days that the item is out of stock. Fraud is the word that comes to mind...S

Ok the complaint being made is about the scam they have for postage of items. I ordered two handeld
air condition units from the supplier name pickygeeky as they had the item for the cheapest price. When I tried to checkout the system gave me message stating "This shipment exceeds the accepted weight limit".When I emailed souq about this they say it needs to be ordered as two separate items as it exceeds the allowable weight. I emailed them mentioning that these items are not heavy and I have ordered much heavier items from them. To this they reply saying its how their system works which is a stupid answer by one Mr Sunny Malhotra.
.
However the best part is that I was curious so I ordered two units of the same item from another supplier named cellsafe I am taken directly to the payment screen without any weight issue for the two identical items. This is like the biggest joke to their answer provided by Sunny Malhotra. Now the difference is that this supplier sells the item for a much higher price than the first supplier.

What souq.com is doing here is trying to make customers make multiple orders from the same supplier of cheaper items and charge their cash on delivery fee on each item rather than on charge once on the combined order.

Anyway I ordered the items on ebay with free postage and much cheaper than on souq.com which is still a primitive online shop in comparison

Im

This site is a cheat. I ordered a gift for my girlfriend's birthday, and
Wanted it delivered it to her sister they never called for the
Confirmation. I'm from Sir Lanka tried calling the customer service which
the agent hardly knew English this is the ### customer service iv
received. No reply for my emails but the bloody keep sending marketing
mails. NEVER ORDER FROM THIS CHEATS YOULL REGRET IT.

To the entire SOUQ! To the seller of the Coach fake bag to the aramex courier delivery man and to the souq customer service agent (SOLARIS).
This is the worst service I've ever encountered, I ordered a Coach Bag last March 17 and received the item on March 24, I got really disappointed with the item because it's not the same bag that I want from the picture they posted. On the same day I called the seller and the customer service of Souq to take the item back because I want to return it so they promised me 3-5days. I waited and the delivery man came after a week but the he wasnt able to take the item because he's using a motorcylcle and the box wont fit so he'll come back using a car to take the item(how stupid are they not to know what they're going to pick up). 3days later I called again the customer service to ff up and they told me that mobile is switched off, Iseriously guys? I never switch off my mobile bec I'm working in a Hospital and I'm obliged to answer calls esp if for emergency! So the agent told me that he'll just leave a message to the email and note that they should get them item on that day. But then nobody came! So Just now I just checked my account at souq and to my surprise my item says that they got no response from me. I really got mad on this so I have to call the customer service again. And the customer service agent named Polaris the filipino guy wasn't able to answer all my questions and He doesn't even want me to explain my side so he could assist me better. I was about to ask Him why it took them so long to take the item back again after the delivery man failed to get it bec he's using motorcycle, but the agent kept telling me that it will take 15days for the courier to take the item back, so i told he to pls stop talking and listen to me first, i told Him about the delivery man and what he told me that why the delivery man would bring motorcyle he has to bring a car, he just threw the question back to me so I told him just transfer me to His supervisor so he can assist me better but he told that they dont have a transfer! This is hilarious bec I also work as call center agent and this is the first time I heard that theres no transfer and the way he speaks to me is really arrogant, loud and mad. The last word I told him is why has to get mad to His customer, he's supposed to answer my questions. And I dropped the call.

I wanted to cry out of annoyance because really their service is so poor . This is not how the customer should be treated. I dont even know where this complaint would go but I hope the managment would do something!

Cases:

#1 - I ordered a Dahlia Noir Eau de Parfum, I receive Dahlia Noir Eau de Toilette. They have a 14-day return policy, not to mention the simple fact they charged me for an expensive product and shipped something much cheaper. Despite that, they refused to acknowledge the issue or to accept the return.

#2 - I ordered a Galaxy Note 3 phone from them with cash on delivery. On order confirmation they said 5-9 business day delivery (even though on product page it said 2-3 day delivery). I immediately sent an email to cancel and next day called to cancel. Despite verbal acknowledgement, they still sent the product and for another two days pestered me to pickup the package. When I didn't, they told me I couldn't order from them anymore. They supposedly have a 3-day free return policy, no questions asked.

Overall nobody should order from them and pay upfront online. I shudder to think what would have happened if I had paid for the product in advance.

I made a purchase of iPhone 5S on souq.com in Dec 2013. The team shipped a damaged product. They took 15 days to pick up the product from me and now its been more than 40 days that the team hasn't responded the status on my product.

I've sent repetitive reminders requesting for my product but no response whatsoever. Wrote to souq's facebook page but no luck. I even tweeted Mr. Ronaldo Mouchawar CEO of souq.com but even the top boss doesn't care about its customers.

Please be Cautious while buying from souq. They can wow you with its awesome deals but the genuineness of the product is a big question mark.

My issue is still unresolved and I am sure a lot a people are facing the same problem.

Beware! Do not shop @ this website! It's a scam! I have been cheated & no action has been taken despite of my repeated complaints.. I first ordered a versace perfume.. Item was delivered late & I paid cash upon delivery. When I opened the item it turned out to be fake. Afer my negative review, item was returned. After some time, money was refunded to my souq account & with this credit I purchased a shower cream - this was on 22nd november'13. I never received the item. When I checked with souq, I was informed that I had refused delivery to aramex! This is a complete lie. Aramex never informed me about my item & no attempt for delivery was made. I have still not recieved the item or my money back.
Also, on 2 nd dec'13 I ordered a 100ml burberry perfume. I paid for the item upon delivery but when I opened the item the prefume contained only 50ml. I had been cheated by souq.com yet again! Numerous complaints were made to souq via e - mail & phone & everytime i'm promised of a refund in 2 - 3 days. Needless to say i've still not received my money back. My complaints are just ignored since they already have my money. I'm at a total loss. Currently, i'm in the process of taking legal action against souq. For all other consumers out there - do not shop @ souq as they are commiting pure fraud.. Ths is my worst shopping exereince ever..