Souq.com
reviews and complaints

Hi

Pls check my order no [protected] and history for tracking. Souq.com transfered products to shipping company on 26_june and so far i didnt receive it yet.
After long conversations with wings i gt a feed back frm professional courier they can deliver it tmrw. Mentioning it as a headache as the size is big.

I didnt knew abt such restrictions and quite unsatisfied with your services.

Any how i have given my review which souq.com didnt posted in product review.

But seriously pls change ur courier option if you need good business with customer.

i am from uae and i bought a dell laptop from souq.com with following details:
order no : [protected]
dell inspiron laptop: received on 12th June, returned on 18th June.

My reasons for returning this laptop are following:

1. The touch screen of the laptop is not working properly. Sometimes it is working well and other time it is not working at all.

2. The seller advertised the product as it has 1 year Dell international warranty but when I contacted Dell customer support, they inform me that the warranty is only unto 30 Jan 2018.

3. When I received the laptop it was not with factory seal but it was opened and seal was done again as the seller opened the box to put his invoice inside the box. There was no need to open and reseal the box just to put the invoice. Invoice could be provided separately by the seller.

Due to above mentioned reasons I want to return the laptop and want refund of it.
I am attaching some pics in support of my complaints.
Thanks and regards

Good day, I received my order yesterday June 28 2017 at 3:00pm, when I come home after my work I check my order, the casio watch and gschock was okay, but the injoo tablet was defective, the tablet looks like it is already used, I was very disappointed for this, what should I do for this, I want a replacement or I want to get my money back, I am a regular customer of souq.com but it is the first time happens, please contact me because I need a replacement for this item. [protected]

السلام عليكم
لقد قمت بشراء 2 هارد اس اس دى من موقعكم بتاريخ
05 أبريل 2017
و قمت بالاتصال بخدمة العملاء و طلب فاتورة طلب فاتورة ضريبية تم املاء البيانات لموظف خدمة العملاء و رابط و رقم الطلب هو [protected]
و قد قمت بالاتصال مرة اخرى للاستفسار عن التاخير فى ارسال الفاتورة و تم ابلاغى بوجود مشكلة فى الفواتير و تم اخذ البيانات مرة اخرى منى و تم ابلاغى ان الفاتورة ستصل الى قريبا
و لم تصل ف اتصلت للمرة الثالثة و ايضا تم ابلاغى ان الفاتورة سترسل الى و حتى الان لم يصل اى شىء الى
و قد مر ثلاثة شهور على الشراء و طلب الفاتورة الضريبية و لم يعيرنى اى شخص الاهتمام بالموقع حتى اننى طلبت التواصل مع مشرف خدمة العملاء و تواصل معى و لكن نفس الرد سوف يتم ارسال الفاتورة
فماذا افعل حتى يتم ارسال الفاتورة الضريبية و اللتى هى حق لكل عميل
ام ان الموقع لايهتم بطلبات العملاء طالما ان العميل قد اشترى المنتج و دفع ثمنه
للاسف لن اتسوق من موقعكم مرة اخرى و لن ارشحه لاى شخص

هشام سيف الدين محمد
الشرقية - مصر
+20 [protected]

On 13 June i placed order with Souq.com then in same day i received e-mail from them confirming that the shipment will be delivered on 21 June.

I did not receive the shipment then i called the UAE customer service they informed me that sorry for delay we will deliver asap

23 June was last working day due to Eid holyday, i called them again i requested and begging them to deliver the items before Eid but also no proper response they said we will try.

on 28 June i called them after Eid holyday that was 5 days, to raise the third complain for delay and i requested to deliver the items but also no proper response.

During the period from 21 June till 28 June i sent 4 e-mails to them but no any response also i send to their Facebook page but also no response.

They did not respect me and my time, they did not consider the items to deliver before Eid holyday because its gifs to my friends and due to their delay i purchased another items to my friends from local market i spent too much time to wait, call and sending e-mails and they does not care. Therefore I am raising this complain and I will escalate the subject.

I have all proofs for all above facts.

Their number: [protected]

Hi,
I was approached by souq.com to sell my items.
However, the communication is very very poor. I am waiting since over 3 weeks from an answer and no one seems bothered.
I was in touch with. Reymond Magbanua your Marketplace Training Specialist and Atith Shetty your Business Development Manager.

Reymond was very helpful in the beginning but couldn't answer my request for a photo shooting which Atith had promised. He did send an email to Atith, but despite me sending a few follow up emails, Atith was just not bothered and never replied.
Even after telling them I will go to customer service if I don't get an answer... still Atith never replied.
Can I please get a contact who can assist me and someone who actually wants to increase the products on souq.com?
Thank you.
Regards
Anke
[protected]@gmail.com

This wasn't the first time I ordered at souq but this one is a no-no. I was expecting the item to be delivered today as per message. I waited whole day for the delivery but no one came. I called the office and was advised the item was returned back to them since I was not available. It is so frustrating to cancel all your plans just to have it on time then they just give you this reason. Better also guys you call us next time if it's for real that we are not on the said location. pissed off customer here

I ordered a brush kit for 300 le, once i revieved my order i noticed the brushes were fake and i held them, they are fake and not like promised. This is not the first time that something of such happens to me. This time I would like w refund and for someone to take this product as soon as possible back. This is completely unacceptable and this time I will not ignore the situation as I did the previous time.

My I phone is dead automatically
What problems I'don't knew
Am using my phone very carefully
Please help me

This is an emergency! I have ordered my things on 20th july and I still did not got any response yet. My husbands birthday is tomorrow and I was all dependent on souq.com for his gifts. The customer service is not being helpful at all, they are being very rude to me and not at all resolving my problem. I desperately need help it's an emergency please try to resolve this issue as soon as possible

Sir/madam,

This is regarding refund request which is been placed on June 5th 2017.

I have placed refund request on 5th of june and I frequently followed to your representative for the feed back of the item from the seller side . Now (20/07/2017) your representative is telling that the item amount will not get back to you and the item is get back to you soon. So I called your representative for this issue and inquired about the problem they told that seller was inspect the item and he could notify that the item doesn't have problem and working well so they can't initiate the refund.
But in Souq return policy they are telling that if Customer didn't like the item they can return it back to store without failing the package and with out damaging the item.

So I did everything that mentioned in your return policy and they are not returning my money back

Dear Customer Support,

I have a critical situation and need your urgent support, I have ordered a gift (Calvin Klein Euphoria) for my wife last week and it was expected to arrive today's 19th June to Riyadh but it didn't and I am supposed to travel on coming Thursday to Cairo, so hopefully I need your support to follow up and make sure the shipment has been sent for delivery.

request number : [protected].

Regards,
Ahmed Salah
Cell : +[protected]

Dear sir/ ma'am.
I purchased I phone 6s ( AWB: [protected] ) on 08/04/2017 from souq.com. Its display has been fade, it does't fall down anywhere. It started a little color fade on top, then started slowly all over the display. It's battery charge also not sufficient to use more than two hours. I hope you will take an action soon.Please see the images below.

Order #[protected]

I was order a mobile pack which is comes with samsung 8 mobile + samsung level u pro + 128 gb memory card, from samsung store, I need urgent since I am planning to send to my native country so that I order for same day delivery, I got my mobile pack on time appropriate your action. After activating my mobile with loaded with all my data and external mobile cover, screen protector, which is almost 250 dhs expensive with 1 day I was sitting with mobile, after than its almost ready, finally I comes to know memory card which is coming with bundle is not working, so I suppose to made a complaint and asking for replacement, but as per your policy, you r guys are asking for complete return, which is good working mobile and defect memory card, I dont know what is concept is this? So extremely I lost my one full day with around 250 dhs, finally I agree with return, I was agreed with sunday, today is wednesday till now mobile with me, I was calling daily for collection but no one will response, and I cant order a new mobile also,. Since my refund process not yet initiated,

This is the way you treat a genuine customer like me, really unprofessional service and its really unhappy experience, I never buy again with souq.com and I never recommend any of my friends and colleagues.

I have loss more than 250 dhs, for your bad policy and it is completely fault from your end why should I pay for your fault, coz of I am purchasing from you?

Please collect your product at least by today and provide me full refund without any delay.

Hope to hear from very soon.

Thanks,

I bought an item from souq.com and it came as defected item. Since then I have made several calls to souq.com and q express they always apologise and repeatedly give false promises that someone will come to collect the item at a specified date and time.

I always inform them my availability and time for pick up. So many weeks but no one shows up. I sit and wait but none turns up. My time and money wasted.
I need my return and refund ASAP.

False promises by souq and Qexpress. Rubbish customer service. Receive call daily from [protected], the guy promises to deliver and then vanishes. No call picked thereafter by the courier person. Qexpress said that order would be delivered by 11PM which is again proved fake. I need my entire refund to be processed immediately. Kindly take this up seriously else will need to escalate further.

The person in charge of delivery called me and I asked if its okay for my cousin to call him and he said yes. Shortly after my cousin called him and he did not answer. I called the delivery guy again and he raised his voice to me and literally said, "Not anyone call me!". Also I asked him why he said yes to my request in the beginning but to avail. I then explained to him that my cousin is the one who can explain where the house is. He then repeated to me, "Not anyone call me sir". I had to connect the call to my cousin to tell him the location. I have no problem at all spending credit if this is what it is about, but that kind of behavior is truly unacceptable, and I hope that no other customer has to endure such behavior, as it will push him/her away from your business.
The only request I ask from you is to talk to him and to explain to him why he should not talk with customers the way he did.
I appreciate the fact that you have read this complaint and i will provide as much information as I can so you can deal with this issue.
Date of incident: 6/10/2017 (M/D/Y)
My number: [protected]
Order number: [protected]
The delivery guy's number: [protected]

Order placed on: 01 October 2016
Order ID: #[protected]

Item: Jabra SPORT PULSE Wireless

On warranty, souq does not answer positively either on phone, via email or via Social Media. I get the runaround "We will let you know as soon as possible".

The brand distributor claims the seller is not authorized. I can go tweet myself.

The manufacturer takes two days to tell me the distributor is right. I can go ahead and purchase another one from an authorized reseller. Conveniently, they give me a link to find those.

Happy customer.

The courier come to delivery my request, I always open before paying because I had two problems with the Souq, and it took time to solve my case, he simply fought with me and said that I can not see something I was buying. Crazy or what ? I can not see a product that I'm paying for. Third time already, I'll take this to the authorities.

They just want to take their money and leave, careful as it does not provide a reliable service, a garbage service. The customer can not open their own package to check if everything is ok. Caution.

Name : ajil jarba
Email : ajilal.[protected]@gmail.com
Shipment No# [protected]
Phone: +[protected]
Souq.com ticket 9112778

I bought an Item in March 2017 and request to return because of item defect. The item was returned as the service team claims there was a user name and password. I had received it back in May. And requested the return again.
Since the fist week of May and several calls to Souq and the delivery company no one has picked the shipment yet.
Last inquiry I understood there was several requests to change my address. Which isn't true.
The Delivery company keeps updating delivery address without contacting me to avoid ticket escalation.

What a shameful experience this has been.
I've escalated this to the Saudi ministryof commerce. And I will provide proof of all my calls done. And all the tickets open and shut without solving the issue.