Souq.com
Reviews and Complaints

Hi, I bought the mobile phone from souq on 22nd Oct with the order no1075076384028 which is not good in quality. So, I decided to return back the which was picked up on 28th Oct from me. Since then I am daily following with your 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. To the brand like SOUQ I have never expected such kind of service. Please look into the matter urgently and share the resolution.

Regards
Nidhi
[protected]

I ordered portable bluetooth speaker on 26th October, as per the system, shipped, on the 27th October, supposedly for pick up in business bay site at my convient time, come 2nd Nov friday, went to pick it up. Still not there, and apparently a ton of customers are facing this problem, because of QEXpress. Delays delays delays. Cancelled the order since it wont serve the purpose anymore, cause im already travelling away, while abroad, recieved an sms on my roaming number a day after, that its ready for pick up? Say what? When you ask the customer service of qexpress and souq.com about it, they would just say that its ready for pick up, (seriously?)then ooh you cancelled, when you asked for the email stating about the cancellation, theyd tell ya i do not know why you still havent received the mail yet. Though its been 3 days, says theyll resend the mail and promises you with compensation for the inconvenience caused. I was promised 3x never once got any from them.
This is a shame being a company associated with amazon.
Btw, my money is not yet returned, only after the seller receives the item i ordered. Which i do not have, its with souq.com now! With their snail and messed up courier system. I wish it was the same experience back in 2011. Switch from QEXPRESS to somethin better and reliable!

I ordered an item (for the first time) and was told that it would be delivered on 31/10, when it wasn't I was then told it would be delivered on 2/11, when it wasn't I was told that I would be contacted withing 24 hours and advised when the delivery would happen, I wasn't contacted withing 24 hours (in fact no-one contacted me at all) When I rang them today I was told that the complaint would be escalated and that it would be sorted out & delivered by 5/11, as of writing (5/11) the item still hasn't been delivered & the latest update from Souq is that they won't know when it will be delivered!

A few things to note here for those of you ordering from this pathetic company
a) they don't keep their promises
b) their 'tracking system' is absolutely meaningless
c) if you ask to speak to a supervisor they always, always, always say that there isn't one available at the current time
d) they never ever give you accurate information

Shipment 1 of 1
Shipped Courier: Qexpress +[protected]
Tracking #

Order placed 29 October 2018
Order Confirmed 29 October 2018
Picked by the courier 29 October 2018
Arriving This Friday 2nd

This entire company is a joke & it's operation is a disgrace to Amazon from whom I've been buying from for the last 15 years. Amazon need to look at the inner workings of this company and make some organisational changes as well as some serious staff customer training otherwise this business only goes one way...downhill!

I ordered beanbag. I was supposed to get it Thursday, November first. Every time I call the shipping company they tell me, you will get it tomorrow and of course it never happened. My order number is [protected]. So far I filled few complaints and I got no response from nobody. It is a sham to do that to your customers. I will never buy anything from souq.com and I will share my bad experience with everyone I know.

i ordered from souq.com on 25th of october, the items were shipped by the courier on 26 and supposed to be delivered on 27th, till now no delivery, i called qxpress 4 days back and they promised to deliver next day but nothing happened,

i called souq.com customer service and they sent a request for urgent delivery but nothing happened,

today i called souq.com customer service and the customer service agent was unprofessional, very frustrated, not willing to help or find a solution and even dont want me to contact a manager to find a solution and when i insisted she put me on hold for sometime then she said the shift has finished and i cant connect you today, , and when i told her this is unprofessional way she answered un politely and she closed the line while im talking.

I submitted 2 separate orders with a total of 5 items and the delivery was supposed to happen last week to Sheikh Zayed Road Outlet Location. I can see on the status of each shipment that the items were collected from the vendors and taken to QExpress Warehouse were the items were sitting for a full week. I opened a case with Souq.com and QExpress, and i was only given excuses. First was the packages were not located, then the barcoding system not working and finally that the Sheikh Zayed Road Outlet location was overcrowded, so the order was placed on hold till the queue clears. The type of problem and level of support you would expect from a startup, not a company affiliated with Amazon.com.

Shame on you. This is ridiculous and completely unprofessional. and you have just lost a customer who has been buying via the platform for 10 years.

I have placed 4 orders yesterday, oct. 28, 2018. Souq.com had shipped my orders in 2 shipments thru qexpress. I have received 1 shipment early morning today, oct. 29, 2018, expecting other shipment to be delivered anytime within the day as per the notification I have received via sms. Around afternoon today, second shipment has arrived, remaining 2 of the 4 orders. I am expecting a medium-sized box as my orders are hairstyler + callus remover + epilator and eyebrow pomade. Wondering why it came in a small box, I asked the courier and he said, it might come in another shipment. When I unboxed my order, I have only 1 item inside & the remaining are missing. I checked for the airway bill & it mentioned complete items. I immediately called customer service to complain. I have requested to return the item hoping souq.com would replace it. Instead, I received an email, saying the amount which I have paid for my missing order will be refunded in my souq wallet as a gift from them. Souq should be ashamed of saying this. It is my money, not theirs. How dare souq tell me it's a gift from them. All I am asking is a product replacement. Let's see how they resolve this issue, otherwise, I will be contacting consumer protection.

COMPLAINT AGAINST COURIER SERVICE- VERY BAD SERVICE

Date of Incident- 29th OCT, 2018
Mobile number of the courier person - [protected]
The courier guy named - HIDAYAT & his driver was supposed to deliver Order ID# [protected]. They called me in the morning when I told them that there is no one at home so they can come anytime after 5pm (the time was already specified on the delivery notes). They called me at 4.45 when I told them that I would be reaching home in 10 minutes, the courier guy just started abusing saying BLOODY STUPID guy and started abusing me. This is not acceptable from a brand like SOUQ.com. Me and my family have been long time customers and the courier people are just spoiling the company name. I want this to be brought to the notice of the management and serious action taken against these people.

Im so very extremely disappointed ... the last 2 packages i recieved they have contacted someone else in the same building to pick them up and pay on my behalf ... and i never recieved any call not even a missed call from your respectful team ...
They used to call me with every package i recieve... why not this time ?

This is my last time i order from souq.com

I need a clarifacation right now ...
This is unacceptable..

I have ordered some items on 9 October 2018, which supposed to be delivered 8 days ago. In the last 8 days, I called daily basis the customer service and I'm not getting anything else just sorries and promises. There is no proper action taken and no follow up was done. This is my worst experience ever. It seems nobody knows the where being of my items. The amount of time I spent on calls and emails it cost me more than the value of these items, which supposed to be gifts but might never arrive. Unfortunately, I can see a lot of similar complaints and it seems the company is not taking any proper action to avoid such cases in the future. I feel also helpless because I don't know what else I could do in this situation. I hope even my case was not done in time but future customers will not experience the same.

17/10/2018

To the Souq Team,

I have ordered Sony PlayStation 4 Pro - 1TB + 1 Controller, and the item got delivered today morning as scheduled, but regarding the product you have dispatched the wrong model which is " SONY PLAYSTATION 4 ".
As a consumer i have purchase a lot from Souq.com, and am very disappointed on this experience .
Kindly provide us the feedback weather you have Sony PlayStation 4 Pro - 1TB + 1 Controller in stock so that i can re-order again.

I ordered sony hi fi speaker but the size and about the price is not good so that why i make this report but they didnt do an action about for my items that i want to be returned.
I want to returned the items so i can ordered the bigger one and good one please make action for my problem so my money will not be wasted.
To contact for more information please contact my #[protected]
Thank you.

I bought an electronic scale from souq egypt, the brand name was (salter)but what i recieved was a fake product so i asked a refund and after many many days they bring someone to take the scĺale back, and i called them.after that they told me that the monry will be back in my account, but also after many days i have no money in my account and wheneven i call them they told me they will contact me in future.

on 7th of October 2018, I have placed the order for a phone for 1694 AED with protection for two years. But the invoice was showing only 1690 the remaining 4 Dhs they put in my souq account wallet which I have not requested for. Now my bank is not giving EMI because the amount is not matching. When I contact this souq they refused to give the invoice for the actual amount of Dhs 1694. This is completely cheating the customers and putting them in trouble.

Dear Concern,

This is Sheeba from Dubai UAE,

I am a regular customer of Souq.com on 7 october i placed order for a toy ride car cost 288 aed order ID [protected], delivery person came to my home on 9 october morning i was in abudhabi at that time he came without any prior information so i asked him to take item back and deliver me the same evening or next day morning but should give me a call prior delivery he said Ok and since wednesday 10 october i am tracking my order calling Q express every day they respond the item will be deliver today i told them i need that item before 13 october and when i call them again Q express told me that my item is MISPLACED, this is unbelievable how can my item be misplaced and today when i inquire and talk to manager then he disclose this thing this is really disappointing if such things happen this will question to the SOUQ credibility and ofcourse im very disappointed with this service and i am seriously thinking if such things are happening i should stop ordering from souq,

I also launch complaint through souq customer service and complaint number is 2077530, Q express complaint number is 2072817

I would like to request to solve this issue on urgent basis ASAP

regards,

Sheeba

Order ID :[protected]

Dear Souq team,

I have ordered 5 pieces of above mention products, unfortunately, The parcel I received only contains 4 of them. I am really disappointed as at least some would have proactively informed me that I am going to receive only 4, not 5 pieces.
Looking forward to a quick refund of my 33.99AED.

Thanks & Regards, '
Sasika Vishwanath
[protected]

I spoke to Dina a lady from Philippines on Sunday before I made my order for the kids bike and I got assurances that the item will be in the box packed to my surprise delivery today with no package. Seller notes are very clear I need someone to get back to me in regards to this matter m so disappointed if you can lie to a client some should call me

Returned item until now no response. Received email that i can withdraw the amount by purchasing once again but no proper instruction how to do because after trying to purchase again there is no such button to settle the payment thru the said withdrawal.

Details are below:

ORDER # [protected]

Item information:
[protected] and [protected]

Amount 235 aed

I need my money back or if not possible guude me accordungly how to redeem this withdrawal method.

This is out of oder for they treat their clients. Now for almost a week delay and they keep saying sorry ma'am will be delivered today ... The same answer every day. Really this should be reported as official complain how they treat clients. This company should be run by Amazon but clearly it is not managed by Amazon. Amazon should take a note on this as its damaging their name.

Hello Team,

Very disappointed as i have a service experience that should be rated to the lowest level ..Very bad experience to be told .. I found the order and for the 2nd time has been canceled from your side and this time after 10 days of ordering it and after showing ready for shipment and only one day before the expected arrival time .. what could be worst from a company like " SOUQ", very disappointed