Souq.com
reviews and complaints

I have purchased Ctroniq Snook C11 Dual Sim on may month 2018 for my baby and it was only working for 2 months because of fire liners in display . It get freeze in between. I have purchased this item only because of 1 year warrenty from souq .after a month tabket both the edges was start damaging due to bad quality of plastic. When I return the item to souq they are telling me the tabket corner is damaged and they cannot repair it and it will not cover in the warrenty. I requested them please recheck because it was not fall down and the screen doesn't have any scrachess or damage it's a problem of manufacturing . Still they denied my warrenty. It was really painful when big company cheats customer like this. I am attaching all the proof and I hope I will get repaired .

So I bought this MacBook Pro on souq.com. The problem is that I later found out this was a refurbished MacBook Pro, when I was checking the apple care status of the MacBook. I found out also that they faked the packaging to make it look like a a brand new MacBook. The refurbished MacBooks have a very different packaging from the new ones. The sellers packaging was really cheap and that's what made me sure that this packaging is not legitimate. You can also check if the MacBook Pro is refurbished or not by the serial number. I returned the MacBook saying that this is a refurbished MacBook and that is not stated anywhere. Souq comes and picks it up. I do a complaint claiming that this MacBook is refurbished and it's being sold as a brand new MacBook. I get a call by wing carrier saying that he has a package for me, I was out of the country and haven't ordered anything I was confused. I complain immediately by their ticket service they reply that my MacBook is not in returnable condition. I then reply saying that it's not acceptable it's returned as received, and it's a refurbished item. (That was on the second of August). They reply on the seventh of August saying that they will inform the inspection team. When I came back to dubai, I called wing for the MacBook souq have returned. They surprise me by the fact that souq have took it back. I thought this was a going great. Till this day I haven't gotten any single update on the laptop's status. I have made other complaint tickets. I even called them but haven't reached a thing.

I need to return a package. I have received the wrong order. AS USUAL. I EXPLICITLY asked to pay ON DELIVERY to make sure I got the right package as this is not the first time Souq send the WRONG one!
The delivery guy wouldn't let me check the package before I pay. He made me pay and left as soon as he got the money. 451 AED! I opened the package and OF COURSE it is the WRONG ONE! The same happens to EVERYONE I know. I ordered a repeater 3G and GSM. I got the standard 3G WITHOUT GSM (Same as what happened to my friend, same item ordered, he got only the 3G). And I am travelling TODAY ! Please arrange return TODAY and arrange to return MY MONEY BACK. CALL ME ON [protected] OR [protected] OR call my friend she is staying in Dubai on [protected]. ACT IMMEDIATELY !

Worst e-commerce company ever ! Selling defective products, their after sale service is very bad ..zero product knowledge .. there's nothing good about them .. it's way better to pay the extra 200 aed and get it from a trust worthy place who actually appreciate their customers ! They will lie straight to your face pretending to be managers while they are just normal agents just to try and calm you down ! Amazon policies and customer service guidelines doesn't align with such poor service for sure

I returned the laptop after 14/15 hours of receiving .Because I saw the problem on keyboard so..When I returned they don't tell me anything the send me message by you can get your refund balance on souq wallet.so I didn't call them.then I directly went to q express Al karama . They told me still pending the amount.they didn't tell me anything.. about the product and I called in customer service centre twice in a day...But they told me before yesterday that.. the laptop was scratched !I was shocked because..I opened the laptop when I saw the problem in keyboard and I packed it back ..Same like how you delivered ! They told me that was scratched?How? And I asked them what is the solution? They told me to call me but not yet ... What is the customer service.. you will lose the customer like me that kind of service..
And the important thing is why they lying me..If it is scratched .I didn't see because I just opened it and I saw the problem on keyboard and packed it back as same as you delivered .. because I trusted you guys.. but not now and never..Ever ..Pls do needful.. I hate the lying things in life...

Hello,
Dear souq com employee,
There is a serious issue with your delivery guys and if you don't do something about it, it will lead to a major bankruptcy.
It all started with my previous account, I ordered some perfumes (10 days before Eid) Then the delivery guy called me 1 day before Eid, I sent him my location and stayed home waiting for my shipment to arrive, but it didn't. I called him and there were no respond. Two hours later, I received a message saying that my shipment will arrive after the holiday. I waited til the holiday was over then I went to my account to check on my shipment just to find "RETURNED" and the website blocked my account because I "violated" the rules, but your procrastinating employee got away with it! I was really upset cause I've been waiting forever, so I decided to buy from your website ever again. (shipment number: #[protected]
But again, last week my sister wanted to get a coffee machine from you guys, so I ordered it for her and put my phone number, two days later the delivery guy called me once and I did not pick up cause I was asleep, as soon as I woke up I called him back but NO RESPOND AS USUAL, I even texted him but still zero responds, (I can provide you with his number) then the shipment got returned as usual. (shipment number: [protected])
In conclusion, your employees are unproffessionals and they do not want to work. I will never purchase anything from your website EVER, and I advised all my friends and family to never buy from your website.

Previous account: [protected]@hotmail.com
Sister's account: [protected]@gmail.com

Dear Team,

Kindly consider this as a formal complaint from my End.

I placed an order through Souq for a bed, which was broken after 5 hours from Receiving.

the Order Id is : [protected]

I consider this as commercial fraud as the quality isn't half what was claimed on your website.

I need to return it back and I need a full refund, otherwise i will escalate this case to consumer rights.

we didn't have an internet access to report the issue to you in the same time.

Such a transaction isn't legitimate and isn't acceptable and doesn't comply with the regulation and the policies for your respected website.

I would appreciate a quick response as Iam feeling that i had been cheated.

My name is Ahmed Mahmoud Ahmed Mahmoud
My phone number is +[protected]

Sir,
Order no:[protected]
I have order Sony flash camera in 31 july. But I will open the box after not satisfied, to return the item to received our 2 August. Now before three days I will call our customer service what happen my order item refund or not. There is no response our side. Yesterday I will call our customer service, I have told don't want refund amount just sending my order item only. 7 days I m waiting there is no response.
Any response not come your side I will immediately through hire persons to complain.

Dears
I bout a mobile phone from souq Saudi Arabia ..
And I paid all the price with my master card to fasting my order ...
As i need it urgently before Tuesday because I I will be out of Saudi Arabia..
And now about 48h my order still has no action..I contacted the seller, he told me that the colour of the mobile is not available..and asked me if I approve the black one...I approved ...and also there is no action..
Order no: [protected]

Order No. [protected]
Delivered on 14 July with missing parts, in the same day I submitted return request and called the driver to inform him, no one called me to pick the item, on 21 July I found the return cancelled, I called customer service 2 times to help me and they promised every time to send the driver to take the item but no body come or call..

The return No is : [protected]
Registered phone : + [protected]

Please help me

Thanks a lot

Rania issa

Please note that the I placed the subject order on 2nd August, and the delivery date was between 5 to 5 August. Despite of delivery date, the shipping agent called me on 4 August and requested me detail address, accordingly I explained the address, but he said that the area where live (registered address) doesn't fall in his delivery zone so someone else will deliver the item to you, but I requested him to deliver due to it urgency and he said he will try. After that I called him on his mobile phone more than 3 times but the guy didn't answer me, (is this the way to deal with costumers) the same I reported to customer service through call center on 4th August and they raised the complain and issued the ticket number [protected], and she said someone will call you within 48 hours, but no body called me till 8th August even.
After that I reserved SMSs stating that (Hello, your Souq.com shipment [protected] is out with our courier, please expect the delivery today at your registered address) after I receive one more SMS as follow:
(Your shipment [protected] is on its way to you now, please be available to receive it)
I was waiting at home till the evening to receive my order but unfortunately I wasted my time and got frustrated due fake commitment.
After that I started calling call center from 5th August onwards to track my shipment and to know the delivery status, call center say that you will receive today (on everyday is today you will receive sir our representative will call you for sure today sir prior to delivery he will call.
But I got misled by all you support team even today (8/8/2018) morning around 11 am I called the call center and requested to speak one of the higher authority and they said we will ask our manager to speak within 2 hours it means before 1300 hrs but nobody called me to know what is the issue. Since I didn't receive any call than I called again and surprised that my order got canceled without any prior notice or justification whereas there excuse was that the representative tried to reach you but your is not correct. Than again I asked to speak to higher authority to know and they said that their manager will call within 2 hours time.

Let me ask you, is this the way to deal with costumer where the buyer has to chase on daily basis to track the shipment, it is very worst experience I have ever faced, the support unit not able to resolve the problem with the shipping agent on the other hand shipping agent in defend mode proof his fake statement, the time I have spent on tracking it doesn't worth it.
Appreciate your genuine feedbak after investigating the problem and streamline your system for costumer satisfaction.

31.07.2018

Order number: [protected]

I have ordered 5 different items on souq.com in UAE. As I was travelling I left the message in the customer's notes field asking to deliver all the items on the 8th of August.

While I was abroad, there were numerous attempts to deliver the packages.
Why souq.com is wasting time of their couriers and stressing me about my package not being delivered to me on an expected date?

All I want in the future for souq.com to read their customer's notes, otherwise why there is such an option if you do not use it?

It will save couriers' time and energy, as well as their and my money, as we had to call each other to establish the date of delivery - which was already chosen by me at the very beginning, but someone apparently did not care.

[protected] this the order number.. I selected pick up point in ajman that showing in souq app.. Later I visit ajman pickup point that closed last three months. Then I go to ras al khore they tell to me the item is there but they can't give to me. So I canceled that order but I didn't get refund. I complained so many times in souq and q express. Next I try to legally complaint to police. Because this is cheating. I buy so many things from souq and select pickup point in ras al khor first time I select in ajman because it is near to me, souq app show that pickup point. I expect proper solutions for my problem

I have placed an order of rayban sun glasses there was showing within a day will be received at that time but nobody have called me as I have called them severally since 2 days.. Souq says that they already given to courier company and the courier says that still in store.. Its rubbish... Its very bad experience that I have faced with them ever to believe.. Also this is first n last time I have order them..

Dinesh : [protected]

I placed an order on the 23/07/2018 and it was supposed to have been delivered the very next day. No calls from the courier company nor souq. I informed the customer service at souq that i would only be available at work till 4 pm. they said not an issue. I also informed the courier company. I ddint receive any call nor update. its now the 26th and still no call no update. I'm shocked to see the courier company's update on their website that they have been trying to Contact me numerous times and have attempted delivery 4 times but I was not available.

The courier company is TFM Express. A bunch of unprofessional people.

Souq order: [protected]

To whom it may concern,

I recently bought a mobile phone from Souq.com

The phone is defective and after reaching the official support of the manufacturer, they couldn't help so they advised me to return the item and, even before they knew I did not buy the item from them directly.

On 5th of JUL I raised a claim for return and refund ( ticket # [protected])

I send them all details including chat transcript with the support of OnePlus (the manufacturer)

Souq.com return and refund policy is saying that "If the item you have received is damaged, defective or not as described on the website, you will receive a full refund along with any shipping fees applied"

Now the problem is that I`m not physically in UAE anymore so I`m willing to return the item however from souq.com are refusing to do so.

Regardless of all my e-mails (more than 10) they have closed my ticket.

I managed to reopen it once and followed up with a phone call.

After a short discussion with the support officer - Mr. Ahmed Mustafa I was promised that a manager will reach me back on the phone within 2 hours... after 4 days and few more e-mails (without any feedback from souq.com) I called them again.

This time Ms. Nermine Mohamed, assured me that this time there will a revert from souq.com management again within 2 hours... and guess what I had an e-mail not solving the problem, but when i replayed in less than an hour I received automatic replay that the case was closed "because we didn`t hear from you in a while"

I`m unable to reopen the ticket anymore.

More than 700 USD for a brand new phone that is not working is not so disappointing as the support from SOUQ.COM which is by the way AN AMOZON COMPANY - with big capital letters.

I`m now considering a legal actions against souq.com, as I`m sure they are acting against their own policy

Regards,

Stefan

Dear Sir I have applied for souq return of mu order Order ID: # [protected], I purchased it for new, I won't take it, but the customer care rejected, its my request to to replace it or refund it, I am your continuing customer. You can explore my account. otherwise it would be the last purchased of myself from souq, if you will do a part of this request to be resolved, it will be favour for me.

Hi
I order this item date ( 23/6/2018), frist it supposed to take 3 days to delivered to me .. but i received my order on ( 22/7/2018) so exactly 1 month, how come they take 1 month to deliver 1 item! And through this time between they didnt communities or try to contact me at all .. second thing after waiting this long for item to deliver o received the item glass broken and glue bottel is empty and all glue are ouy if container!

Im 100% not satisfied with anything, and it wasn't pleasant shopping at all.. and regaret spending my money and waiting a time waiting for a damaged item.

Oder id : [protected]

My shipment (No. [protected]) has taken a grievous amount of time to be delivered. It has exceeded way past the "expected delivery date" (Friday, 13th of July 2018) by about 5 days and it only seems to keep going. I have contacted the courier company, Qexpress on two separate occasions on two consecutive days and their outcomes have been painfully unsuccessful. What i have gotten from them so far are two claims saying that my item is "being located within the warehouses" and that it "shall be delivered within 2 to 3 days", both of which seems to be futile and false. I have waited a total of 11 days since the placement of my order (Friday, 6th of July 2018) and 5 days since the anticipated delivery date mentioned above. Please take necessary actions against the seller or the courier company and make my item be delivered as soon as possible.

I am writing this because it is needed to be written and it is very important.
I wanted to list my company cosmetics range on souq.Com in fact they are terrible now. Person answered me was rude and most importantly did not know even as much as i knew about souq.Com's platform and procedures (trust it)... He told that he is working there for 3.5 years!
they then after i calling them for 1 week every day told some one will get back to me, no one did. So they just lied.
Their customer service and call center is unprofessional, rude, and most importantly trustfulness is zero and a waste of time.
Their call center person answering was from ----(of course i do not want to be a resist here) i hope such people that i do now know where they are coming from will be wiped off of our market soon so our market will hopefully will be able to become a better marketplace.
Godless all good work fores around the world.

Nez

yours faithfulness dear hr and recruiting managers that i think you also are not doing well jobs, else such people won't be behind those desks and all good working men and women will be just sitting at home and disparate looking for a job. Make the world a place to be able to live and breath in for the god sake.

Over all i hated my experience with souq.Com.