Souq.com
Reviews and Complaints

Hi Amazon,

I have made an order on 22/9/2018 for a Raspberry Pi board, to be delivered on 25-27/9/2018.
When I heard nothing, decided to place the order again, after filing a complaint on 26/8/2018.
So placed another order on 26/9/2018.
Surprisingly, attempted delivery for this items was on Sat, 29/9/2018, driver called me and told me he is on his way after 30-45 mins, but never came, and didn't call or send a msg as he dosen't have enough money on his mobile!
Attempted delivery on Sunday, went nowhere, and I was promised to get it on Monday.
Nothing received till now.
The first shipment, Egypt Souq told me they do not know what happened as it says it with the shipping company, Qexpress, but they cannot find it. The worst service I have ever seen from an online retailer.

I am a resident of kuwait I ordered perfumes for women, happy by clinique 2 pieces, light blue by dolce & gabbana 1 piece, bright crystal by versace 3 pieces, omnia amethyste by bvlgari 3 pieces but every time I proceed to check out always telling me that an error occurred please try again. For 2 weeks now I can not proceed to check out my orders, can you tell me what to do. I am an old customer ordering perfumes before.

I order two items as mentioned in below pictures but the souq delivery guy give me a box I paid him I didn't check at the same time because I was busy and I believed souq. Unfortunately I open the box and found only the sunglass inside the box the perfume was not there which I have order altogether. Kindly see the below image how they place a piece of paper and make us fool. I want either the ordered perfume or my money back.

Dear Amazon,

I am trying to find any way to solve my problem with souq.com Egypt,
Since one monthI tried to buy a chair and for the third time it came with deffect
And the last one I returned back since five days and I called the company several times t9 returm my fund to my Soyq.com account
But every call they are giving me the same answe " we will send an email to cargo company and we will come back to you "
Today it came with a new feed back "they can't find the chair ?
Is this the way of dealing with customer ?
Is Souq.com is a. part of Amazon ?

Now I should wait untill coming Sunday to check if they found the chair or not ?

Its clear they have a bad management and very slow and routine procedure,

Can you solve my problem ?

Best regards,
Hesham Abo El-Rejal
My account in Souq.com is ; [protected]@yahoo.com
My mobile number : +[protected]

I ordered a BabyZen Yoyo 6+ Stroller with Black Frame & Black Color Pack on 24th September . This stroller was advertised and photographed with full specs of the correct product.

What was delivered to my house was a stroller called Babytime. The advert was not misleading - it was a blatant lie!

Souq offered to refund me but that does not help when the product advertised and paid for was not the product that arrived. I want Souq to send the BabyZen Yoyo 6+ Stroller with Black Frame & Black Color Pack that I ordered and that was advertised on their site.

I paid for an extra fee to get my delivery on time at the same day ! I called the customer service and as per him (his name is Ahmed) the deliver will come 4 hrs after my calls, now 00:48am which passed the date nothing comes !?

I don't understand how SOUQ treating me like this ? I got Twice canceled products which I really need for medical treatment, second I paid more and giving a second chances for souq to deliver my items not time but AGAIN FAILED !

I really need to speak with your manager ! Anyone except your idiotic customer service !

I HAD ENOUGH ! For your unprofessionalism works ! This is BEYOND MY EXPECTATIONS from such a huge company like SOUQ.com ?

So unrespectful, disgrace and disappointing.

Note: I am for sure none of your manager or what so ever going to call me anyway because THAT WHAT SOUQ ALWAYS DO ! [censored]ing their customers.

I bought a gas cooker by 9/9. delivery happened by 11/9.once I opened the package the cooker was defected. same moment I made a complaint and waited for 3 days without any response from the seller. I made return because of defected item by 14/9 and return happened 15/9. During the whole week I kept calling Souq every day to follow up and every day promises to solve the case.
I got the confirmation for the refund only by 22/9.
so overall I lost 2 weeks and now I will start from zero buying a new item, not from Souq for sure.
I hope I get feed back justifying why I was treated with this ignorance from souq.
Waleed Helmy

ORDER ID: [protected]
LENOVO LAPTOP

I have raised so far 7 complaint tickets in this regard. No action or call back. At times receives apology series from your side. I didnt got refund or got back laptop initially I returned. I returned it because, it was not as per described on site and defective.

Several times I requested customer care executives to give supervisor/ GM/ President's contact details to escalate this issue to them, but denied.

If you can resolve this at your capabilities/resources, fix the issue immediately. I lost my patience, its almost 5 months over. Else I will go to Police for the hard earned money paid & compensation for the headache, pain, time and calls I have made to customer care (> 31 calls).

[protected], [protected], [protected], [protected], [protected], [protected], [protected] are the complaint tickets for your kind perusal.

I have been a loyal customer of Souq.com for many years, however when I recently ordered a Samsung S9 online I received an empty Souq delivery box with cardboard and a Souq.com leaflet inside.

I immediately raised my complaint, and was requested to wait until they investigated, as I had mentioned I would raise to Police, but not before they blamed the delivery company, Who Never Called Me to arrange delivery (strange ?) and then the security guards in our building. We had provided a video recording of the delivery box being opened, which still had the seals intact, and the building security offered to share the 8 camera footage if needed. Souq.com have not done their investigation at source.

What Souq.com cannot confirm is that the item was in the box, i mean I received the delivery cardboard box fully sealed, so the problem is at their source. The final email i've received is to the effect that they will not refund or replace the item, so next stop is Dubai Police to raise my case.

Purchased a laptop. It arrived on time but was faulty. Does not work at all. I have a video as evidence. Returned item. Still have not returned money. What's more is I paid in cash but they don't return in cash!

The actual deceptive part is that when you leave a negative review of a product, they reject it. This has happened before too even though the review is only focussed on the product and accurately describing it. In doing so they fradulently and deceptively inflate their positive reviews. Again i have email evidence and the actual reviews.

Deceptive companies should be boycotted and viral videos shared on twitter. It's only way to make a difference.

Tracking number: [protected]

I made a request for sports purposes from Souq.com program on the date 04-09-2018, and as shown in the program that will be communicating with a date 10-08-2018 (order details: Multi utility mat for exercise by 16:48 AED + Iron gym by 38:45 AED), On Saturday afternoon 08-09-2018, the minervar arrived with an incomplete(missing Mat Exercise), and demanded an amount of 81.00AED actually I paid without an invoice showing the amount paid. and when communicating with the customer service and explained the incident I have not received any convincing or logical answers, Waiting on line for more than twice was the convincing answer to the dissatisfied customer.
I asked her for the official email to file a complaint stating، she answered we never have email the only way is on their way, It is the illogical point of a program as Souq.com does not provide or allow the clients to communicate and express what happened or whatever.
The complaint was filed by a customer services employee، about three hours later, the same employee called expressing their regret and apologized.
She says you have only two options. Either the amount refund or you have wait until the program is updated then the missing Item will be provided(Undefined).
After all the above as a customer I have many questions need to clarify them:
How to display a unavailable item?
How prices change between the supply of The program and the receipt of the liquid?What is the fault of the customer who chose Souq.com online shopping for his convenience?

Finally I expect you gonna take the necessary action in this regard and compensate the client for compensation for the bad service he received from Either due to the increase of the agreed price or due to delay and lack of availability of the required item at the agreed time
.
I will be waiting for the reaction by email and as soon as possible

Best regards,

i have placed an order with them around a week now and was suppose to get my shipment today by the latest i have received a call on Wednesday from a delivery guy who was rude and disrespectful to hurry me outside to take the package then when i went outside he was not there and when i called him back he said that he would be coming back tomorrow which is Thursday and just hung up without anymore explanation then on thursday i got a call from an agent at the courier center who was very rude to me stating that i would not be getting my package anytime soon and that they would deliver it next week when i asked to speak to a manager she said there wasnt one available when i kept on insisting she said he would call me within an hour when i refused to hang up and said that my right as a costumer is to have my packaged arrived on the promised day and to be talked to respectfully she said there is nothing she can do to help me i hung up then and called them back again asking to talk to a manager the guy who replied left me on the line then i decided to hang up and talk to souq.com a women replied and told me that i should get my package today and that she sent a message out to them and that i am not the first one to complain about the service of the delivery i hung up at the thought i would be getting my package friday then i got a call from the couriers manager he told me that they would try to deliver my package on friday bs they might not and i should expect next week when i told them that it was no my fault that you keep promising me to get my package everyday the next day and that i should be getting my package on friday he kept saying there is nothing he could do and if i dont like it i should cancel my order and then call souq.com and ask them for a refund i have never had a manager so simply say then cancel your order and get a refund i then hung up and called souq.com the guy who answered to me that he would write a complaint and that i should my order on friday i hung again with the thought i would get my package on friday on friday i called the courier to see what time would i be getting my package today he informed me that i wouldnt be getting it today but i would getting it tomorrow i have been told i would be getting tomorrow since Wednesday and i still haven't received anything other than the worst service ever and now i am frustrated with this service and would just like to cancel my order but souq.com is closed today. There is a whole website with bad reviews on souq.com costumer service if i had done my research i would have not ordered because none of the reviews are good i just saw it was owned by amazon and expected to get the same service they offer in america which is the best i have talked to my friends and they have had the same service and they stopped ordering from souq.com and as i will too my problem has not be resolved at all or anyone tried to solve it they just say they can do anything and that if i like it that is great if not i should cancel my order and i should have done that yesterday when the manager offered that solution to me. I dont think this service is acceptable of any company let alone one owned by amazon.

This is to report about the complete lack of customer service that Souq.com has shown with regards to a recent online purchase that I had made. On June 15th, I had made a purchase of AED 199(Order #[protected]) and as per the terms and conditions was entitled to receive a 15% discount for the use of a specified bank credit card. To my surprise the discount was not automatically applied and I was charged the full amount. Since the order was already placed I wrote an email to Souq.com stating my concern.

a. I received an email stating that I will get the discounted amount credited to my account once the consignment is delivered.

b. Upon receipt of the consignment I realized that I was still not given the credit due and that the ticket number for the complaint was closed

c. I had to then continuously call the helpline . The service agent was helpful and tried to reverse the charges which resulted in a mistake and the full amount AED 199 got credited to my account.

d. Realizing that this was an error of a responsible call centre agent who was only trying to assist me, I informed him of the same again and he blocked the amount promising the 15 % credit.

e. The next day I realized that the credit of 15% was still not available .

f. I had to then call the helpline once again (June 27th) to complain about this and this time around the call centre agent who realized the inconvenience, informed me that I am being a reward in consultation with his manager and credited my account with AED 249 which I could use anytime for a future purchase.

g. On July 8th after everything was sorted out, I once again received an email from a staff member called Ms. Salma Ahmed who apologized for her late response to the first email dated June 15th and informed me that my original 15% of AED 29.75 was finally being credited to my account. However the so called reward of AED 249 was now conveniently withdrawn without any kind of notification or explanation.

h. I have since called and emailed Souq.com several times to be told that my ticket has been closed and none of the agents have been courteous to check into the recorded conversations that were made.

This being a business run by Amazon there was definitely high expectations of their commitment towards a customer. At the time up to this letter (45 days) no representative has bothered to email or call back as promised to apologize for all that happened.

Dear Sir,

I am a regular shopper and all these time I was really satisfied with the purchases. However the below mobile I have purchased and gifted to my Niece in India and was not working properly. When they have taken the unit to the service center, they told the mobile was an used one . Similarly the HTC desire I have bought had complaint but rectified by the service center in india.

Please kindly ensure these kind of product defaults as it give wrong impression on the recipients .

I have brought back the mobile if you want to test it. MY CONTACT [protected]

Gopikrishnan, how would you rate the product you have recently purchased on Souq.com?

OPPO Selfie Expert F1S - 32GB, 4G LTE, Gold
Rate this product: (No login required)

I have order the product 15 days ago. They promised to delivery within 2 days. It has been 15 days. Every day I get a sms regarding delivery. But nothing happens. Few time I got call for the delivery but nothing go delivery. Filled a complained on souq.com but they did dot bother to reply. We have no way to getting our money or product. Suggest not to buy anything from them. It is very risky. Do not by expensive items. But item that you can afford to loose. This happens to me many time.

Souq.com is affiliated with amazon.com... What a shame.

Order id: #[protected]

I receive wrong item Cheaper than my order, i pay 650 aed but the item that i receive just 350 aed
I ask to changer ( get refuse ) i can just return it plus waiting to get my many after 1 week or more what kind of this bad service ( i want to get back 300aed or change my item .
Check picture : - my order with price
- what i receive with price
I payed 650 aed

‏Good day

‏My name is Ahmed Tamim a seller on souq.com Egypt .
‏Account: [protected]@icloud.com

‏Im contacting you because I tried all possible ways to solve my problem with souq.com Egypt

‏2 complain tickets were closed number: [protected]
‏And number: [protected]
‏And that without justification and without a response where the problem was not solved regarding order No.:[protected]
‏(Returned before delivery)

‏A totally different product was returned and I tried to contact seller support by the above mentioned tickets
‏My proof according to the photos attached to the first and second complaints is the shipping label of the returned product as follows:

‏First: the date of printing the shipping label is 20/07/2018 while the product was shipped on 15/07/2018

‏Second: The address shown at the top and bottom of the label, which explains the source of the printing is completely different from the address of my account

‏Third: the type of Shipping label of the is adhesive type and can not be printed from my side.

Fourth: My shipment was accompanied with a security seal no.S0367434 And the returned shipment has no security seal.

‏It is clear that the shipping label that I received as a return is not the shipping label that I printed and delivered, which means that it was replaced by another label and another product.

‏Please take action to return the product or deposit the price to my seller account.

‏Note: photos attached are for shipping label of the returned shipment and product accompanied it.

I placed an order for JBL In-ear headphone on 25/08/2018 . Expected delivery was the next day, 26/08/2018. The delivery boy called and said it is been delivered to the security of the company as I was not present. But none of the securities here have received such a shipment. Mobile no. of delivery guy : [protected].

Kindly help to send me the delivery.

Shipment No. [protected]

I would like to inform you about the staff attitude which I faced today when I went to collect my 3 parcels.
I reached in your office in Sheikh Zayed Road next to Baskin Robbins at 9 am and I greeted the staff by Good Morning and they never greeted back in fact they should be greeting the customer.

The person in the blue t-shirt, I assume from the accent that he was a European, rudely said we start the delivery by 10 am however we have just started and take a token.

The person next to him who took my details and handed over the parcels was very polite and helpful.

The above complaint to be taken to improve the customer service and not to harm anybody's interest, I am a loyal souq.com customer since years now and felt to inform the management their service is not to the standard.

Regards
Mustafa Saif
+[protected]

From 1 week of June 2018 untill now my refund and than return request was not completed despite my continues calls to the help centre to follow up and not let the issue binding from my side. However, handling the request and my follow up was never professional, instead the seller and the help centre kept dealing procedures for no good reason !? I was promised and the end that someone incharege will call me to resolve the issue and never was contacted!? In fact, I received out of sudden an email saying that if I don't receive my phone from aramix it will be liquidated?! And I actually never was reached by aramix?! At this stage, I am not sure what is actually going on as the help centre keep changing their story about refund and return which is making this an issue instead of simple solution?! Please call me if u need [protected] but I am looking to end this problem as soon as possible..