Souq.com
Reviews and Complaints

Dear Souq, I had placed an order on 29-Oct-18 on Souq.com platform for pre-ordering of Huawei Mate 20 Pro Mobile with a free gift package offer of Huawei Watch GT+Huawei Wireless Charger+VIP Service Card and to my surprise, I received the mobile on 09-Nov-18 without the gift package. When inquired with Souq they promised that it will be separately delivered on 19-Nov-18 but unfortunately as of now 27-Nov-18 I have not received the same. Therefore, you are requested to investigate the matter and deliver the items to me at the earliest. Regards, Raghunath Kunnathoor

This is the worst delivery and customer services I ever faced. I have ordered a mobile phone iPhone 6 on 21-st of November and was promised to receive it between 25 and 27 November. Today is already 27-th and I didn't get it. I didn't receive any message as well. I called your company twice today . One of your colleagues said I get it today. I was waiting for some time and called Souq again because I didn't receive any information about my order. So the lady I spoke last told me she couldn't reach the delivery company but she got email from them as well about the delay...wow that's amazing! First of all what kind of company is this which is not able to contact its suppliers?Definately not trustworthy. And second, if You Ara late with my delivery why don't you care to send a message? How I can know about the delay if I don't call you again myself? And the last, yesterday when I called Souq I faced such a rude telephone operator called Said or Syed who has no idea how to talk politely to customers. The way he was talking I try to explain you shortly. I called Souq from my home phone and I asked to check my order status. I said myself my mobile number and what I have ordered. Your college asked my name. I told him my name, but he asked my last name... well what's this? I already confirmed my mobile number and said my name. What your college is extending my time or he is working in police? I'm not calling you for your colleague s bad attitude. He doesn't know what is it respect. In the end he refused to check my order. Very nice 👍

Hi, I bought the mobile phone from souq order no [protected] which developed a technical problem. Since item was under 1 year official warranty. So, I decided to return back the which was picked up on 19th November 2018 from me. However, till date on November 27, 2018 item has not reached its destination to souq.com
Since then I am daily following with call center and QExpress to deliver my phone to seller to return back the money. However, the services rendered to me is pathetic and unbelievable. Many a times a request your customer service agent to connect the call to any senior who can help me in giving the clear picture about my refund but I always received the standard answer that call cannot be connected.
Even when making a written complaint they will close the ticket without any resolution.
To the brand like SOUQ I have never expected such kind of service. Please look into the matter urgently and share the resolution.

Regards
Mustafa

Almost a month ago i ordered fish food (Order number -[protected]) - 3 quantity from souq. Must after the scheduled delivery date, i get a message that the order is rejected because supplier is not able to fulfil the order. Its pathetic that order is accepted and is rejected later on. There should be adequate provision with the sale offer that if its not fulfilled it should be compensated. Its really weird way of sale dealings, where you collect the money upfront, a contract for sale is fulfilled with a product identified. Now it should not be that consumer is always at seller discretion if he will be able to fulfill the order. Its not a bidding process but a direct sale offer. Beyond that, i have been following up for many many days to understand how will my voucher (the voucher of AED 100 i used to make the purchase) would be refunded. There is absolute silence and no response, whatsoever, from Souq. The services have just gone miserable. There is no direct contact number on website where one can reach. And also the email contact given never responds. I wonder its Amazon acquistion impact that services have just deteriorated. I needed this to be addressed to concerned officials and need an immediate action. This is annoying!

good day,
the complain about item : [protected]

I would like to raise complain about the service delivery.
the drivers who was assigned to delivery the item which I ordered online is not responsible at all, and writing the reports that the costumer is not available on provided address or the costumer is refused to take item, the driver who called me for delivery on Saturday makes me stay at home whole day and stop answering my calls returned my item to the wear house without telling me, im following up by myself with souq.com and I was told that im not reachable or im not at my place to get my order, and till now I been promised that I will get the item today but no one is calling to me or following up, which so annoying and its not professional at all, and the staff who is talking to me from the souq.com or qexpress delivery just keep promising but as I see there is no action.

This souq.com is just pathetic from last so many years m ordering things on souq.com never got any problem except delay in delivery. But dis tym OMG dis people have given me terrible headache with der stupid answers. My delivery date was 22nd but till 26th olso I have not received my delivery when I'm calling dem every day literally d same answer "mam u vl receive ur delivery tomorrow. I have sent email to shipping company. I can't do anything not in my hand" every day same answer from everyone who picks up d call. I dnt know when der tomorrow is goin to come. Every day m calling Dis stupid people but still they don't bothered to do same thing.. Dis is my last tym never ever going to order anything on SOUQ.COM never. Disgusting

Hi Souq

a month and a half ago we bought a two in one lamp from you, when it arrived there was a piece missing, after raising the issue the customer service at souq.com said they would get back to us, a week or so passed and no answer, so we asked to return the product, which we did, however, this was refused because "there was a missing piece", yes of course there was a missing piece, it came missing that piece. After much emails and incessant talks with the very badly managed customer service, they asked we re-send the piece to refund, we did and low and behold, the piece was refused again (despite assurances from customer service), and the piece was returned back to us, and this time the lamp actually came back broken.

A super lousy customer journey, we know sellers default on their products, but overall it was the way that this was handled by the customer service at souq that really topped it, very unprofessional people there, who most don't even know how to speak english properly, so we are there struggling to put our complaint to someone who frankly we are not sure is understanding us.

very very poor and lousy problem solving from souq.com i know you handle loads of shipments per day, but really you just lost a customer as small as i may be and insignificant.

goodbye souq

https://uae.souq.com/ae-en/l-oreal-paris-pure-clay-blue-mask-with-marine-algae-clears-blackheads-and-shrink-pores-50-ml-24873800296/u/

The link above and more items in my cart are supposed to be bought with a coupon of 15% discount ...please tell me why the coupon is not working.
Please help me complete my cart with the discount that you claim is ON as per the link given.

I have ordered a Dash Cam Rexing V1LG and items (order # [protected]) was defective, it won't switch on even the lights are coming on showing power applied. Tried all what manual said nothing happen.. even stay for 3 hours at my car for charging it.. no help... waste of time.
Then return process started 16November2018 and message received confirming my return..
i got a Tracking # [protected] received two message that they coming to pick up the item on 19NOvember2018 one 8:18am and 732PM nobody call and came.
Next day 20NOvember2018 got the same two messages ( 1008am & 0607PM) that they coming, NOBODY CAME and CALL.
THIRD DAY 21NOVEMBER, i checked at souq.com tracking found out that my return was CANCELLED. REASON THEY SAID THEY TRIED TO CALL ME.. I DO NOT RECEIVED ANY CALL, been spending all day long waiting for them to call and come no help.
- now 22 November got same 2 messages that they will come to pick at at 0923am & 1823pm.. nobody still calling or coming..

My 15 days will almost over yet no pick up ..

Time waster and very irresponsible message for you cuctomer

Hi sir I have ordered plenty things from souq almost 2000sr I have ordered but after paying all the amount still my cash on delivery is disable for what I don't knw I have paid what eve the amount was there if the courier takes a different amount not my problem an the next one takes all of it ...I even pay their tips an after all this my cash on delivery is doable how come

Dear sir,
I am Sumon from al khafji.i am order 13/11/2018 a mobile.then after 48 hours Souq.com send me a
Representative number to call this number :+[protected] and collect order.but I call receive Mrs Donia Aqeel And I ask her about my order numbers : [protected] then she told 20/11/2018 order in khafji.
Then 21/11/2018 I asked hers about my order then she told me this order cancel. I ask him why cancel my order then and who cancel my order ? Then she use very bad language in mobile.its really bad service and experience with Souq.com.
Please check and inquire about this order.

Hi
I have placed an order on 12th Nov 2018 and my expected delivery date was 17th Nov 2018. I got few of my items delivered from the order before 17th and the rest are not delivered till now (21st Nov 2018). I have followed up with souq and then followed up with Qexpress 3 times with no proper response or feedback. I would like some action against this laid back behaviour.
SHIPMENT number is : [protected].
Thanks.

I, kaushal Gupta ordere 5 items on souq [protected]) on 11th nov. It was supposed to be delivered by 14th nov 2018. But even after making calls and registering complaints 4 times, the itwms are not yet deliverd by qexpress. Every time i call, the cust. service agent issues a ticket but delivery is not yet done.They say our operations team has some issues. Pathetic service.

I placed supermarket order 7/11/2018
23 items 360 EGP total.
2 items delivered only and 21 items lost with them.
There system reflect that it is delivered but it is not.
Customer service is not responding doing nothing
Now they have stolen 230 EGP from my visa for items not delivered.
Very bad company stealing my money
Order number [protected]
7/11/2018
[protected]@yahoo.com

I am Akhilesh Nigam, I ordered treadmill with order no [protected], which was suppose to deliver today i.e on 17th November 2018 but no product was delivered, I contacted customer service they were only telling that it will be received by 9pm then at 8 I again call, Ms Merna picked and said it's out and will be delivered before 9 but it didn't then I agin called them after 9 pm then they said it will not be delivered today, then I asked them to connect my line to manager but they didn't they kept me on hold for so long and didn't coneect my call to senior, and also customer lady was saying that she don't have drivers number as well, I postponed all my schedule for next day just because of this delivery now again tmrw same is there, who will bear my expense and my suffering.
[11/17, 9:19 PM] RICHA NIGAM: I am very surprised and shocked from souq service, as they are not aware of anything, they are blindly working and don't know there managers name, drivers mane and contact and most surprising one their CEO name as well
Now you all decide what shall I do... They all are behaving very casually... Not at all bothered of what we are suffering
SOUQ bigger name with poor service and also no respect for customers

Order# [protected]

I placed an order for a Samsung mobile phone in October and was promised delivery on a specific date. The delivery did not happen in spite of multiple follow ups and all kinds of promises and commitments made by SOUQ.COM. I cancelled the order after that and I was promised full refund of my money as they could not deliver the item. I have been following up since then through emails and phone calls to the customer service department and have been promised my refund as well a call back from the Manager multiple times which has not happened. I have tried all means of follow up for over a month now, the latest being today when Souq.com responded after 5 mails again with no commitment on date of refund except saying they will follow up with the concerned Department.

I have wasted hours of my time in follow up and no one even bothers to give me a firm response.

I would request that my money be refunded to me immediately.

IAM very upset as I called you 2 times first time I request to call a manger and nothing happened and the next time I called you the reciver listen to my complain and hang up the phone in my face

And I have a problem as IAM staff with adib bank and I supposed to have 11% discount and I get nothing and the bank advised that the problem from your side

Thanks to call me or to refund the required amount 982.8 L. E

Regards

Shrief hashem

I have complaint about this order number [protected] and the item number [protected])
this order expected date for delivering to me sunday 4 november until now today 11 nov. I didn't receive it and I called souq.com customer service they told to me nothing solve to me and I have a big problem for that due to I have a gift for a person and the date for event already 4 days ago and souq.com didn't respect me and I will not deal with souq again.
I need compensation for this situation.
I need reply too urgent please.
my phone number +[protected]
my name :Ahmed samir
my e mAIL: drsamir.[protected]@hotmail.com

I Ordered a melodica and i got a different one with baby blue color instead as they didn't review what they are sending to the customers and the order takes two weeks to be delivered, I called the call center but no one could solve the problem, this is very frustrating and depressing experience
the first time to deal with souq and i wont repeat it again.
Stay away from this company please.

I ordered Mack book 2016, tracking shipment # [protected] in April, I resieved wrong model which is 2015, I send it back as requested, I call to Dubai call center sinse than and no resolution, operators tell me let us check and put me on a hold for 20 min till all my credit on my phone gone! I want you to check why was operator today when I called at 16:20 from my Kuwait number +[protected] - and to punish him! As always he said let me check can I put you on a hold for 2 min, I told him that I calling from Dubai and I am pay money for call, and he put me on hold for 30 min till all my money gone