Souq.com
Reviews and Complaints

Shipment no :[protected]
The status showed that it is out for delivery yesterday. I waited the whole day it didn't reach, no one even called. I bought it as gift for my brother in my hometown. I am going there day after tomorrow, so need my product today itself as soon as possible. I expected the arrival with lot of excitement, but you spoiled it.
Help me out asap...

I have a HUGE COMPLAIN about an order i've received..
Order # [protected]
Item: benefit goof proof brow pencil ...
What i supposed to have was an ORIGINAL product which is made in USA and extremely different from what i got! What i got is a very cheap plastic copy of the product, wrote on it "made in japan", and extremely different from the photos that the seller put on the commercial! I've photos for both the original product (which i didn't got' and the cheap plastic copy.
My email: bassma.[protected]@gmail.com
Mobile: [protected]

check the attachments and you will understand the problem.

In brief:
1- I ordered a bike on 19 of March
2- I received the item 25 March - 2 days late, it is okay
3- Item was not meeting the specification, it is okay
4- in 25 of March I submitted return order
5- we are now in 03 of April and till now no one pick up the item.

every day I receive two message one of them we will come today be available, the other one the agent on his way to your place. and no one show up!

It is very disrespectful, you are wasting my time and my money.
When I call your costumer service team telling me very "silly & offensive" answer! like the agent did know how to reach your place!
FOR SIX TIMES his coming and getting lost!
how they delivered the product on 25 of March (Same address for sure)
why he is not calling?

Being a long standing customer of Souq.com and having ordered a lot of items, I am beginning to question my loyalty, to your brand. Earlier Souq.com never charged delivery fees/ or charged lesser fees (as processing fees), if I was going to pick up my order from your outlets.

Now, I see that whether I get the item delivered to my home or I pick it up at your outlets, I am still required to pay the same AED10. Not only dont I think this is unfair, but I feel this is enough of a reason, to stop using your services for low value items.

Dears,

What's going on Souq.xom service is going worse and to receive the product and to return the same. Bought a watch which was not working it's been 8 days now the product was not taken back by Souq although we have complaint many times. No one is taking action towards the same.. due to their irresponsibility am going through lotto stress since it's a gift for the special one, I could nt make it on this year vacation. What the Souq gonna do with this part..

We have recommended many of our friends and relatives. But now after we will not recommend moreover we will be telling this bad experience about Souq.

Whether this complaint will be take or not I really don't know. But for sure if this kinda service continued then the bad time will start for this company.

No respect for the customer and no importance for the customer it's better to spend in retail outlets directly where we can see live and buy...

Very very worst service

Dear sir
My name is syed md shahid
My order id is= [protected]
I ordered on souq.com on 10th march, and I received on 13 march but this phone ia used so I complain on souq exicutive after that I returned this phone on 14 march. But still I didn't received my amount I called souq exicutive on 20 times all time he told me your refund is rejected we send your mobile to you but still I didn't received my mobile.
Sir please I want my refund not same phone

Dears,
Kindly compensate the below cases in order to deactivate my selling account due to souq.com unprofessional way of handling cases as below :-
[protected] with 315 as per damaged from aramex side
Bearing in mind that case was escalated since 40 days now with no follow up or proper action taken from souq.com side
And please after compensation, I dont want any more orders through souq.com and deactivate my account permanently
Br

I ordered this iron in 9 March after I tested it 10 min after the courier walked away I found the packedge in a very bad status then I tried to use it to found that the water flow from it and the steam is not working only if you make it at the higher level of heating that may burn clothes and the packaged is not sealed and in a very bad packedging I called customer service to tell him all this and make a return order then I found after a week when I call them that they didn't mention all details.then I make a recheck in 22 March..and nothing happens. Then I called Cs several times and at last called them last Thursday to make refund order cause not accepted that I can take this product again after all this time with all this calls then I suddenly received a call today 30 March that they want to return it back to me I called them to retold them with my problem and I can tell you that they are so bad to me every time I called them.not to mentioned that I ordered this item in 9 March cause I really need it for may home usage not for fun.please help me with this bad service.

Good afternoon,

Kindly note that I've submitted a complaint or actually 3 complaints regarding my orders no. [protected] & [protected] from souq.com UAE with no feedback till now. The messenger claimed that he tried to call me while my no. Wasn't available which was not happened, my phone was switched on since 6am. According the messenger updated the status of the order that I'm not reachable. I called your call center several times without solving the issue.
It is of value to highlight that I'm visitor and my flight will be at 3am tomorrow, and till now I didn't receive the orders or even a feedback from you. Due to the fact that I saw that the delivery on souq.com for the selected items will take only one day, I have put my orders.
Given said that and the worst experience I had with those guys, I asked them to ship my order intentionally to my local country in Egypt without charging me any extra costs.

All of that just because your messenger updated a wrong status for my orders. Worthy mentioned that if he just notice that the shipping address is simply a hotel, Dusit Thani, he could reach the hotel and ask the reception at least.

Appreciate your feedback.

Best regards
Ahmed Amoud
+[protected]

Dears, I have encountered a scam by souq.com

I have ordered a western digital my passport (ULTRA) portable hard drive and what I have got is just a regular western digital my passport and there is a huge difference bettwen this and that in terms of everything and in price as well, this is for approx 1400 and the other for approx 700 egp, the normal procedure is a return and getting back my money, but this is a clear scam and I would sue for compensation as this delayed what I need to get and you scammed me, what if I didn't pay attention and having poor knowledge in electronics I would have been a victim of scam, I would raise this to amazon as well as you are one theirs now but clearly you are ruining their image and thats a thing they would not like, I would raise to consumer protection, I would raise to every where unless my issue gets resolved today.

order# [protected]) I sent email about the product I mean worst product, Please inform your team to not to contact me via any sources like emails messages calls etc, I have a flight tonight otherwise I would have return the product. first and last worst experienced with souq.com, I will try my best to stop others to do shopping from souq or amazon.

thank you for your worst and unexpected service from a so called top company, I wish I would have buy the product from road side inspite of souq.

Dear sir,

I purhcased hp - laptop from your website on 1st feb 19. After a month I find little slow in processing & also windows licese shows expired, so I called hp customer care, from there I come to know that laptop is out of warrany.

As per invoice from souq.com, it shows windows license as well 1 year warrenty. So on 13th march. I reqest for to resolve the issue. But 2 time I opened a ticket and all the time it close without informing me.

This is third time I opened the complaint ticket, but still no respose.

Ticket no. 1 - [protected]
Ticket no. 2 - [protected]
Ticket no. 3 - [protected]

For your refrence invoice and hp website pic attached.

Kindly do the needful, and hope you understand value customer time.

Thanks

I have ordered few products from Souq before I was leaving the country VIA order # [protected] Avira Antivirus PRO 2019 and Puma Slipper, I received slippers on March 19, 2019 and on the same date I file a request for return as the quality of the product was not good, before I raise a return request I called to their customer service regarding an issue and I mentioned them that I am leaving the country by end of this month and I want my product to be collected asap and initiate the refund process so accordingly I can close my credit card, earlier they promised me that they will do needful after 2 days their courier person came to pick the shipment and now delaying the process now they are telling me that it will take 7-8 days to process by refund, now today I got my second item in an order i.e. Antivirus PRO 2019 I received fake product as Activation key of the product in showing Invalid and while inside the CD under User Guide manual it is showing 2017 although on the main cover it is showing 2019.

Now I am really struggling with the services and continuous product complaints of Souq as they dont have verified suppliers and then at later stage customer is suffering to get the refund amount on time, please help to get my money refund as earliest as possible.

Horrible company! Do not buy from here. Seller cancelled my order and now it's taken over 4 days to get my refund! With such a large company you should have your business in order to handle customer relations better than this! Even with my voucher to use on souq I refuse to buy anything from here anymore! Youd think it would be better since Amazon bought it...guess not!

I completely regret dealing with Souq and I would definitely make sure to have everybody I know and within the social network to understand how unreliable and what scammers you are before attempting any kind of purchases on your websites. My issue been going on for over 2 weeks now as I bought an Ipad and found that it's faulty when I tried to use a sim card inside of it, it wasn't working plus the sim tray itself doesn't look as the actual apple iPad products sim trays so I took the device to the apple local authorized resellers and they checked the device then confirmed that this device has to be returned as it seems to have a problem and If I wanted to fix it I'll have to pay out of my pocket for it as it's not covered under warranty so I had the Item returned which was within the first 15 days, now it's been almost 10 days yet I had no refund back in addition to that Souq didn't comply with the privacy policy of its customers as I found that my contact information have been provided to the seller and he called me trying to convince me not to return the faulty device back and not getting a refund as he'll buy those damaged pieces on his own expense and send me back the device yet this is completely inappropriate it turns out that souq are not reliable to deal with as they don't respect the customers privacy plus they didn't comply to the returning and refunding policy and they want me to take the responsibility of accepting the device as it is so they are completely bunch of scammers. they also had one of the sales representatives call me telling me that I won't get my money back Stating "as the seller says the device is working fine" (which means that Souq didn't even seek evidence of apple for the faulty product they just don't care if their sold products are functioning or not they just won't give you back your money) plus they told me that I have to wait to get back the device! .. so I'll make sure to post this everywhere and have everyone know the fact that Souq.com are conning people by taking their money and giving them faulty products and when asked to return and refund which is still within the first 15 days of the process they took back the device and my money and shared my information with others without restricting to the privacy protocols so as I had been through this with this company I will make sure to raise a complaint to the higher legal authorities of Consumer Protection providing all the evidence and chat records of the incident and mentioning everything happened and how the customers confidential information are vulnerable with this company plus the fact that the company is scamming people and not obligating to the Consumer Protection Laws and thats of course in addition to the social media posts I'll tend to share with all the evidence and the screenshots of the incidence.

Dear sir,

Order no:[protected]

I purchased above mentioned product from souq.com on 06-jan-2019.
I have Following complaints :-
1- I ordered gray color mobile but delivered golden color one.
2-Due to calling second party can't hear anything from my phone.
3-frequently disconnecting mobile network especially due to my journey to India. Kindly replace my product with perfect one.

For your reference photos are attached

I made an order on 25th feb which was due to be delivered on 28th feb. The issues here isn't that the item is delayed, the issue is that I had to call numerous agents (souq directly, souq shipping courier company, souq customer center) got little action. There is no unified customer journey, the number on my confirmation sms is incorrect and redirects to another number, the agent had all the answers as to why the item isn't delivered but no resolution except she will raise a complaint, terrible attitiude of all staff I worked with which is basically "it's not my problem"

Below product I bought from souq and tried to apply a bit on my mustaches, the moment it applied it really reacted on my health very badly, I ready this product has no chemicals as per the description given below in your website, I trusted on souq and used, it really impacted on my health to core to death, you can see the attached picture which I shared in the attachment.

I have bought many production from you I never face this kind of experience with souq.com with that I trusted as a old customer I bought the below product, I need your immediate response and justification else I will escalate to consumer court, as deadly pestilences are being sold in your website by playing with consumers health.

I have already send email on 24-Feb-2019

Description of the Product as below.
SPECIFICATIONS
BrandVIP
Package thickness24.4 centimeters
Package weight in KGs620 grams
Chemical
Read more
DESCRIPTION:
Three in One Product which can be used as hair color, shampoo and conditioner.

No gloves, brushes or bowls needed.
For Hair, Beard, Mustache and Body Hair
Color lasts for 10-15 days
No Stains, color will not stick on skin
Easy to use like shampoo with hand itself.
Pleasant Fragrance and tear free.
For 5-6 month use
Usage: Wet your hands thoroughly. Please ensure your hair is completely dry without oil & dust. Take the required quantity of shampoo by pressing the nozzle over the wet hands and mix them well to form a white foam. Apply the foam uniformly and massage thoroughly. Wash your hands within 3 minutes from the time of contact using soap or hand wash. Wait for 15 minutes. Then rinse with adequate water.

Brand : VIP
Color : Black
Chemical : No
Type : Semi Permanent
Size : 400 ml
Targeted Group : Unisex
Texture : Shampoo
Color Family : Black
Are batteries needed to power the product or is this product a battery : No
Is this a Dangerous Good or a Hazardous Material, Substance or Waste that is regulated for transportation, storage, and/or disposal? : No
Expirable : Yes

I ordered a Hidesign Viking 01 laptop bag and requested priority handling as it was a gift. Even after following up everyday, the seller processed the order after great delay. Not only did I not get the order in time but I received a totally wrong product ! And this was supposed to be a gift! Souq does not audit its sellers nor does it have good customer service. I am being asked to wait for 1-3 days for return pickup and 4-5 days thereafter for a refund after enduring such bad service. This site is nothing like Amazon which is run so professionally.

I have huawei free buds from souq. Com. I have raised a complain earlier to souq. Com and I received an email saying courier will come to collect the item and this was before 10 days and so far no one had contacted me to collect the item. Please arrange a delivery to collect the item. Please find the below address:
Dubai marina
Yacht Bay Tower

Appreciate your prompt support.

Thank you, .
Dalia
Contact No. [protected]