Souq.com
Reviews and Complaints

I have requested an hair medicine and shampoo on 30/11/2018 and paid 428.99 SAR with my mastercard ending by 6015 .after success of the transaction, the request was cancelled due to lack in stock.
A second operation 0n 15/02/2019, a request was done and paid by the same card with total amount of 334.89 SAR.For the second transaction, i received a part of the command (60 sar), where the second part (electronic kit) was cancelled for the same reason (lack in the stock.)
I still waiting for MY REFUND since 30/11/2018 for the first command, which has not been done, and also for the second one.
please resolve this issue as soon as possible.

Best regards,

I had ordered a Huawei P8 Lite from Souq.com on 14.02.2019 and had paid AED18 extra to get the delivery on the same day as promotions by Souq. But the item was not delivered and nobody called me unless I was getting messeges regarding the delivery and no information to contact back. On the tracking website I can see the update of future delivery by th agent, but no one called/ visited me. Such a bad service since they have promised delivery on the same day and I have paid extra money for the same as demanded by Souq.

Worst customer experience in UAE, I feel humiliated by this company. It became personal now.
I ordered a mobile device on 5th Feb 2019 and I collected the same on 7th Feb, the phone I ordered should be DUAL SIM however I received a single SIM card device, I called Souq on the same day and placed a return request 7th & 8th Feb I received SMSs that someone will come to pick up my item and no one called, 9th Someone called at 6pm and it told the delivery guy that I'm not at the location and he told me will reschedule tomorrow, 10th again SMS received and no one called.
I called again souq on 11th and discovered that thy canceled my return request since then every day im receiving SMSs and no calls and I kept on calling the Contact Center every day some time twice and sometimes three times just to report that no one is calling me and not to cancel the return request.

Again today 14th Feb they told canceled my request.

I feel humiliated by this company. It became personal now.

My first return item request :[protected]
My second item request : [protected]
mobile : [protected]

Ref. Complaint #16415803

Both product and money taken by souq.com. waiting for refund since 20/1/2019. I had never seen such poor quality of service. The only thing they know is;
"Sorry for the delay, Kindly be informed that once I get the confirmation that the amount has been refunded to you, I will get back to you"

Please solve the issue

Zakir Hussain

Al Ain

I am complaining for the arrogant delivery man on souq.com primarily connected to WINGS. Me and my friend ordered same item and same situation we encountered. He was about to deliver the jenga toy. But before i registered on souq i note there if im not at home, they should deliver the parcel on the second address that i stated. The delivery keep on complaining its out of way when in fact ots only 3mins away from my home address. I told him i pay extra for that delivery so he should find ways to deliver that at any cause. He is so arrogant and keep on telling he cannot. Even ask me to meet me instead to the nearest place bec he dont have parking. Next time tell ur delivery man he should do his job bec we are paying. I want him to have a disiplinary actions bec its not good having an employee like that.

after I bought an item form Souq, the confirmation of the product took 3-4 days, and after contacting souq customer service they promised that It will be delivered very soon to wait another 4-5 days to receive an email with Cancellation of the order you should wait another one week to refund your money back !

Souq is becoming totaly unsafe online shopping website, and I cant trust them any more, please be aware of them >>

Extremely disappointed with the delivery of the item. I received the notification 5 days before stating it's out for delivery. I'm writing this from the warehouse and waiting here for more than 2 hours to collect the item and the executive still don't have a correct answer and said I have to wait. This will be my last order globally with Amazon. I'm a regular customer in Dubai and India. The way the customers have been treated here in Dubai is extremely disappointing

Dear Sir,
Please be informed that I have purchased a Lenovo laptop through one of your subsidiaries, Souq.com, with a purchasing order no. [protected]. The order has been delivered on 3rd of January, 2019 but the pack wasn't opened till 8th of January, 2019 for traveling purposes. On 8th of January and by opening the pack, the screen of the laptop was found broken and some part of the keyboard cover was removed. Accordingly, I have contacted Souq.com through their call center and they have sent their representative on 10th of January to take the laptop back. On 17th of January, I have contacted the customer service to follow-up the situation, and their answer was that the costs will be refunded before 20th of January, 2019. On 20th of January, and as the costs have never been refunded; I have re-contacted the customer service to check the reason of the delay but the shocking answer from their side was that the costs will not be refunded as the item can only be returned within two days from delivery, according to their return policy. By reviewing the return policy, it was found to state that "If the product you receive is damaged, defective, counterfeit or not as described on the website, subject to return of the affected product to us within 15 days of its delivery and satisfaction of our assessment and validation process, you will be entitled to receive a full refund of the price paid for the product, along with any shipping fees applied". In light of the previous, you are kindly required to take the proper action in order to maintain the trust of your customers, considering that such situations may have a negative effect on Amazon's reputation.
Your concern & feedback is highly appreciated,
Regards...

i have order two times this phone but delivery boy calls and said yes i delivery but two times he nit delivery my phone what the hell you have this worst service delivery boy nevery comes to delivery costmer is only waiting and waiting stop that souq.com fake news that you delivered the things dont fool public two times my delivery went back i gave my location also but then also he not deliver so worst is souq.com

Souq has collected the phone on 06-01-2019 and yesterday I received an email from souq team that they are returning the phone as they can not repair it as it is not included in the warranty.
I spoke with their customer service and complained they said it is a mistake as they didn't know that my warranty include damage repair.
Five days bqck I received a call from their repair team that they need to deduct 100 aed to repair the screen and it might take another week to repair it.
I am a regular customer with souq/amazon and I am shocked with the kind of service and negligence to their customers.
Two days back they informed me that the mobile is fixed and will be sent to me today while following up with their team they said there is a problem with the courier and they need another two days to send it.
I have asked to speek and raise a complaint with a manager however no action done yet.
What a shame after sales service from souq.com

I gave a delivery note to make my package discreet because I ordered Titan Gel for my friend and I am a lady and I wanted to receive the package in my work place. Not only the package is not discreet enough the courier also disclosed my package to another person within my workplace without asking for any identification. I am very disappointed with this delivery service and I want to know my options because this thing shouldn't have happened if Souq and courier gives attention to their business and shows prioer professionalism!

Jerroffer Sadaya
[protected]@gmail.com

Order:[protected] - Unit:[protected]
The product supplied is a counterfeit as the brittle screen cracked in 3 weeks in my trouser pocket. Can anyone imagine a branded mobile sold without warranty? Souq knows its a fake item and willfully uses its portal to sell such fake items without warranty.
Souq has not responded to my many follow-ups online. Instead has forcefull close this case with the repeated following message:

"This ticket has been closed as we haven't heard back from you for a while after sending you our resolution and response. However, don't worry you can still contact us via the Contact Us page on our website or calling our Customer Services Team

https://support.souq.com/helpdesk/tickets/15910246"

This mobile is lying as waste. The cost of changing the screen is between AED 150-200/-. 50-70% of the mobile cost? Is it worth? I would like souq.com to take responsibility for cheap vendors using its platform and selling copied product without a warranty.

Order number:[protected]
Date:November 27, 2018
Expected date to be delivered:November 27, 2018

I purchased a carry on plain black lunch bag last November 27, 2018 and was expecting to receive it the same day. I paid 18 AED for the same day delivery because I need it the next day. Unfortunately the item was not delivered that day even the day after. I called the souq customer service hotline to inquire about the status of the delivery. I spoke with Arqam Mohammad and told me that the item was tried to be delivered last November 27 but as per the courier I was not there. I was wondering how did they know that I was not available to receive it? I didn't even receive a call which most of the couriers normally do. I'm really disappointed! Then the next day, I received a text message stating that the item is on its way to my place. I've waited until I fell asleep. The next morning I saw 8 missed calls started at 10pm onwards, I did not purchase a product and wait for it the whole night. I'm working here and I need to wake up early the next day. Again, I called souq customer service representative and was able to speak with Ms. Khloud. Same thing I discussed with her and told me she'll make a request or complaint to the courier. I'm really disappointed with the service, up to date the item purchased was not delivered still. I requesting for a refund as I don't need the item anymore.

Hello Souq.com Support team,

I would be appreciated if some could help with my request. As I explained earlier the item which i received from souq.com was defective(order number 1077755848844) and made returned request on the same day 28th December 2018 . From 31st Dec 18 onwards I am constantly following up with the customer support team to collect the shipment but none of the team handled it on a professional manner, customer service team was blaming QXpress and vice versa. I have made a complaint on 31st December 2018 till today I did not receive a proper response from your team members. Additionally also refer to trail follow up email with Ahmed Tabel who advised me to wait 24 hours to resolve this issue but the promise was not fulfilled.

After 6 days (today) when I followed up with one of your team member Ms.Hajira advise me that my returned request got canceled due to a system glitch and she would raise another request to collect the shipment which would take another 4 -5 working days. I requested her to escalate the matter with Qxpress team to collect the shipment as a bullet service but no action was taken.

So hereby I am humbly requesting you to have look at this matter on urgent basis and please do not punish your customers who trust souq.com platform as one of the reliable web stores to purchase products.

Thanks,

Jiji

About one mounth ago I bought this phone l from your store. Abd i've just started using it 4 days ago.
Yesterday i noticed that the phone is not responding to the charger and it's switched off whenever i connect it to the charger.
Also, the charging process bacomes also slower than before.
I am looking forward to your kind response and fast reaction.

Hi,

This is with regard to my orders which I placed on 22 November for perfumes [protected]) and on 24 November 2018 for iPhone 8 (order no. [protected]) . The delivery date for my orders were November 26 and December 1 .

In Perfumes, I got one perfume before the expected date so I was happy that I will get the rest also within time. For Mobile as I was going on vacation from 29th of November I requested the souq team to make my order fast and they promised to help me as I am an old buyer of souq and I was satisfied that they will help me . You can check the follow up call made on 26th, 27th and 28th .

On 29th November afternoon around 1:30 I called souq and ask them about my order there the customer representative Mohammed told me that its in our warehouse you can go any time and collect it, so I was satisfied that it's ready. In the evening around 6:30 when I again called to confirm the store time for collection of order, then the person Peter told me that its not ready and you cannot get it today and after telling him the whole story I ask him to please put it urgent file as it will be of my no use after today and he said ok I will do that and will update you . After 30 minutes when we didn't receive any update from him we call them again and ask him to connect the call to the manager .The manager Izidhin was there I again told him the whole story but he flatly refused to help me and even was rude to me. After all this I went to the warehouse to check

I place order online through souq. Order number [protected]
At the time of palcing order the amount was showing 267.76 Aed

When i receive the shipment the delivery boy said u have to pay 311.

I Show him photo but he said no i am delivery boy. You call contact center i call two times contact center one guy there i tell him my issue he said this is related to finance department he give new landline number to cal there. When i call on that number that number was not working.

Screen shot is attached for your information.

I ordered my product on souq.com on 23rd of November during Black Friday. The item came to me after few days but it wouldnt suit me so i made a return on their webside.
And then the horror started. The company would cancel my return all the time claiming that the driver couldnt reach me on my phone.
So i asked for the delivery company phone number which is QEXPRESS. Its been 3 weekd and a half and still nobody showed up and nobody even CALLED ME to pick uo the item. I keep getting messages at 8 am that the driver is on his way and nobody is coming, Then another message at 4 pm, nobody s coming. I called then few times in a day, they clain that my phone is off even though i keep my phone with me all the time with the voice on.

Everybody can reach me - the bank, my friends. Only the delivery man cant do that. I gave them my landilne number - nothing still. driver claims to call me, he cancels the retururn of the item.

TOTALLY UNPROFFESIONAL WAY OF DEALING WITH CUSTOMERS. DISGUISTED BY THE WAY they want to get the money out of you in case you give up.

Hi Team,

This is in regards to an ongoing issue about my mobile phone (MI Note 4) which was ordered via Souq.com (Order #[protected] ).

I had previously contacted Souq.com to place a complaint regarding the defective functions of the mobile phone (No Network, Shutting Down on its Own, etc). However, I got a reply saying that I am not eligible for a Replacement or Repair Warranty, the reason being the phone had already been opened by me or a 3rd Party for attempt to repair.

I would like to point out that I have been a customer in Souq.com for almost two years and am well aware about Souq.com's Exchange & Replacement Policies and Warranties. So there is no chance that I would open the phone and attempt self-repair or give it to a 3rd Party Shop. This is the first time I am contacting Souq.com regarding an issue and would like to get Replacement or Repair of the phone as i am not responsible for the defects which are present on it.

The replies that I am getting from Souq.com are really unsatisfactory and would like to strongly suggest that my claims be deemed valid and provided with a satisfactory response.

The order [Order ID #[protected]] was placed online on 11 Dec 2018 and was supposed to be delivered on 16 Dec 2018.

The SMS was also received on 16 Dec 2018 as under: -
"Arriving today: [protected] is out for delivery, you will be notified once our delivery associate is near your address."

However, the order was not delivered on 16 Dec 2018.

Now today [18 Dec 2018] again I have received the same SMS but my Order is yet to be delivered. When I called the Customer Service @ +[protected] today at 15:38 hours I was informed that the Order is "out for delivery".

However, the delivery window or tentative delivery timings were not confirmed by the Customer Service.

Is this how Souq treats its customers by taking their money and keeping them in dark without providing any information?
I think I made a big mistake by placing an order on Souq.com.