Soufeel Jewellery
reviews and complaints

As I delve into the world of Soufeel Jewelry Limited, I find a mix of sentiments echoing through the reviews. Some customers express delight in the personalized pieces they received, praising the intricate details and the exceptional customer service that accompanied their journey. On the other hand, there are voices of discontent, highlighting issues with product quality and delivery timelines. It's evident that Soufeel's offerings have sparked both joy and disappointment among its patrons. As you consider exploring Soufeel, remember that your experience might be a unique fusion of these varied perspectives.

I've seen plenty of charms, but this little travel trailer caravan is probably the coolest, most unique I've seen in some time. Both the car and the trailer have great color and detail. I was even able to hitch the trailer to the car. The trailer looks like something right out of the sixties and the car with the surfboard on the top shouts Beach Boys. These charms can be worn either on Pandora or Chamilia bracelets, but not the old-fashioned style of charm bracelet. Simply select your starter bracelet and begin to collect. They can also be worn on a simple sterling chain if desired.
Many people obviously are selecting charms that do have meaning to the wearer. It's so unique and fun that it makes me almost want to start collecting charms again.
Love Soufeel!

This is the first time to order from this company. I ordered them after Thanksgiving. I started to read some of the reviews and started to get a little nervous. Seemed the only issue what delivery times. I sent an email to the company asking if they knew when it would be delivered? I received a response within 30 min. Explaining in detail where is was and the tracking number and how to use there web site to track it. After that I received emails on where the package was and when it was delivered. Yes I got it 12/17 and I am VERY happy with the product. The pictures look great. The quality is perfect. The packaging it seems varies. I would tell anyone to use this company for your pandora charms. I heard they are opening a warehouse in the US. Delivery would be easier. I can't wait to order more.

So far I have made two purchases and I have received one. I received a bracelet with several charms and they are absolutely beautiful! The quality and detail is superb! They far exceeded my expectations and the pictures online do not do them Justice! One of my daughters has a Pandora bracelet and I think that mine is just as beautiful if not more beautiful than hers! I also had an experience with customer service today. One of the stopper beads that I received in my first order was missing the rubber piece on the inside which enables the bead 2 not move on the bracelet so I noticed that the live chat was available and I spoke to someone on live chat and he was so helpful and is sending out a replacement for me today! I cannot recommend this company enough for their attention to detail and their customer service not to mention the prices are incredibly good for the quality that you are getting!

I decided the best present I could possible give my daughter on her 21st birthday was a picture of her and her dad the very last time they were together I choose this particular picture because the following day after his birthday he went to work as normal and collapsed at work and was admitted to hospital while after sometime weeks had passed they finally turned off the machines that was keeping him alive. My daughter was only 19 years young and she lost her papa her best friend and I no that I as her mam can never fill that void and her step dad can never fill her dads shoes so having this necklace she will always have her dad close to her heart inside and out. On recieving the item even tho arrived two days after her birthday it was a very unique special present which my daughter will cherish for always I can't thank you all for the brilliant work you did in turning a photo into a necklace well done from a very happy customer and a very happy daughter

5 starts so someone might read it... really a one star rating

I ordered 3 pieces, on December 9th, I believe there was a highlight, that said 6-10 business days and shipping to be received before Christmas, yet I still have not received anything. Tried calling your customer care number however, your unrealistic 3hr business hours make it difficult to reach anyone. 9-12 pacific time incase anyone is interested.
Unfortunately, it looks like 3 people won't be getting their Christmas presents this year until after the occasion has past. I can't express to you enough, my disappointment. First Thinking that I was buying from a Canadian company based on the Soufeel.ca website tag. I did a little extra research to find out you are based out of the states ( California I believe) no problem, Then upon tracking my order It said shipping from China, the last up date I have is Dec 14,2016 12:00 am
Leaving parcel center, to CAYVRB China EMS... I am at a loss for words.

What is happening?

Disappointed and disgusted.

I have made several purchase through this company and am very disappointed.
I'll start off by saying, when my Las order finally did arrive - the earrings arrived bent out of shape, irregular/uneven amounts of material were used so they did not match and in pieces with one of the stones DISLODGED completely. The chain for the locket was very poorly soldered, shorter and of inferior quality compared to the one I ordered for my daughter a year prior... The locket itself was smeared in glue and had a very crooked/bent loop which made it sit strangely on the chain. I had contacted customer service regarding these issues but nobody has responded in three days.

When I first purchased a locket for my daughter. It took longer than expected to arrive, which I can deal with, looked prety good at first but after being worn once it had started to oxidise quite badly and was covered in blotches.
With my second purchase, I had sent them an email within 5 minutes of placing the order to correct a typo on one of the items as the payment had gone through immediately and I didn't have time to cancel and reorder. After a long and tedious back and forth - they told me that the item was already in production (on a Sunday New York time) and to make any changes I would have to pay 30% restocking charge on all four items in the order of which only three were personalised, cancel the entire order and re-order. I offered to pay an extra 30% on the item that needed the typo corrected and have it processed as part of the original order or have it engraved on the other side - considering it was "in production already" within 12hrs of being ordered, but was brushed off.
I feel like there was no effort put in to keep their customer happy or even address the problem, just scripted correspondence and an attempt to get more money. Very disappointed and disgusted with the final outcome.

(I would post photos if my phone had enough memory)

Very cheap products and horrible customer service. They claim that there's 90 days return policy, it is not, they basically don't have any return/exchange or any repair policy.

I got 3 watches from them and a few beads over the past year. You can tell the products are made from cheap material. I liked the customized idea so I didnt mind the cheap quality until I had to deal with their customer service.

I don't wear watches often, but the second time I wore one of the watches, there was a huge crack on the glass from top to the bottom from that one time wearing I had. The watch was either on my dresser or on my arm, nothing ever hit it, and I never dropped on the floor or anything hard. I contacted their customer service right away and explained what happened. I nicely said that I did like the watch and asked if I could just have the glass exchanged from them or repaired at a local store that they work with. The customer service lady's response was: "It is been a month from your order day, and you cannot use anything hard to hit it or drop it because it is glass. We do not offer and repair service and do not work with local repair stores ".

So their customer service representative called me a liar about what happened, and told me that there's nothing they would do.
I'm sure they know the quality of their products are cheap and the products easily break. They probably deal with so many claims about the product quality. They just try to get money from as many people as they can so they don't care about your potential future purchases at all. This is probably the reason that they spent so much money on advertisements instead of improving product quality. The watch I bought for $10 from a grocery store for breast cancer is not as fragile as the one I paid $50 from them.

After a few emails, the customer service lady finally said: We can refund you 10% of the purchase price, which is like $5. I said that with that amount I cannot even replace a corner of the glass and her response was: It is the best I can do. Hope you are satisfied with the result.

Soulfeel has the worst customer service I've ever experienced. From the second I contacted them, they attitude was like: You absolutely broke it. There's nothing we can do. You can do whatever you want, you are not getting your money back or getting any followup service from us or even any sincere apologies.

So do not expect any customer service from Soufeel. Once you order is placed, there's pretty much no exchange, no full refund and repair. The so called 90 days return policy is based on their judgement only, and I guess that they will never admit that their products have quality issue once they are delivered to your hand.

I will never purchase anything from Soufeel ever again. Hope they are satisfied with that result from being such a cheap company. I do not know how much money they can save from not giving any proper customer service, but I'm sure they will lose more money from future purchases than what they are trying to save right now. Treating your customers poorly is never the way to do business in the long run.

I ordered nearly $50 worth of product from this service. To say I am disappointed is an understatement. I ordered personalized guitar picks, which I am happy with. They came out wonderfully. However, I also ordered a personalized wallet and a personalized phone case. The wallet...was so ugly. I had an image of my parents "engraved" on it. The "engraving" was pretty similar to the image, however, the wallet fabric was so dark (it did not match the ad) that the image was only visible when in direct light or by reflecting light off of it. The phone case was okay. Poor quality, and they shipped me the incorrect size, then proceeded to tell me that it was all my fault and they could not help me. I know exactly what I ordered (iPhone SE 2020 edition). They shipped me an iPhone SE/iPhone 5 case. The company refuses to refund me or exchange. Very disappointed, will not be shopping here again. All I want is a refund fro the phone case. I will return the case with pleasure!

I have 2 orders that I've gotten no updates on. The first one was a custom engraved photo lighter and velvet bag which was a total of $38.91 and I orderd it on 1//2021 with a order number of ***. I have had no updates other than it was shipped on 2/*/2021 and nothing past that. I had another order which I placed on 1//2021 it contained a sterling silver custom engraved anklet, a personalized custom photo guitar pick, a guitar pick case and a custom photo suprise box, it should have 6 photos in it. The order was a total of $63.82 the order number is ***. This one has been supposedly remaking for quite a while as it is now 2//2021 and I've yet to get any updates whatsoever after calling a multitude of times with no awnser or callback, emailing and texting customer support and they just ignore every inquiry I have. I've had a total of $102.73 come out of my bank account. Also they say they are based in New York but on my transaction list is says "Soufeel Jewelry Hongkong".

I ordered 4 engraved keychains through their website and when I previewed the keychains the pictures I wanted on each keychain was in color. They also showed up in the cart in color. I may have overlooked the engraved photo part of the product description, but if I’m ordering a product that’s supposed to be in a black/gray sketch I expect my product preview to look like the advertised product. If I had received the correct preview product I wouldn’t have purchased these keychains as I am not a fan of the black/gray sketch design.The pictures on the keychains came out horrible you can barely see the images. These were for my best friends kids who passed away. This gift is extremely important and these people couldn’t be bothered to offer me a refund or exchange for a different item. I understand there return policy but they basically told me we can’t help you just because your dissatisfied with the product. Maybe it’s the way the websites designed but this seems to me like false advertising. Every personalization website I have ever used previews the product I am going to receive in the mail. This is the only website I’ve received something different than what was shown to me.

I placed an order and never received confirmation of my order but, yet my card was charged for the transaction. I have tried to call all numbers listed for the company which goes by many names for website addresses/links. Can not ever get someone. Then the online info just circles and thinks and never connects when you try to contact or check order status. This company along with titles for websites like mycustombrickheadz.com, soufeel.com, www.myfacesocks.com,www.mycustomslide.com,myfacegifts.com,photogiftsboxservice@gmail.com, and other ALL USE THE SAME PHONE NUMBER LISTED as [protected]

Mrs Georgina cox 12 Finsbury Close Dinnington Sheffield. s25 3rz. email [protected]@outlook.com phone [protected]. This is the second time I have made this complaint and you have still not done anything about it. I ordered a picture watch and the box it came in is completely damaged, this is a gift and I need this sorting ASAP. I can’t find my order number but you have got all my personal information above. If this is not sorted in the next 72 hours I’m returning all the 5 items I bought from you plus I’m informing my credit card company. Please phone or email or just send me a new picture watch box along with a voucher for the inconvenience you’ve caused me. Thank you.

I had question about the picture's I uploaded wanting to know why I was not seeing them on my order. I have sent an email Dec 18th as of today no response. I have called multiple times and get a recording left message's with no response. Have also reached out to customer service chat on line with no response.. My account has already been charged but yet product has not even been shipped. I would appreciate someone to contact me. Order number KH3989

I ordered a customized Eternal Flower with photo on 11/10 and I was told 8-12 business days but it will be a month by this weekend. I have talked to someone by email and it’s nothing but excuses. I purchased this item as a sympathy gift for someone who lost a child and even paid $4 extra for protection and shipping. Horrible company. I’m so mad.

It is absolutely unfathomable to me that this sort of capitalistic loophole is even possible. I paid more for this shipping than I paid for the product itself. I thought, never mind, at least I will get the product in due time.

I bought VIP Service, Shipping Insurance and Express delivery.

You advertise 3-5 days, and then when I contact the support you tell me that it is beyond your control and that it is my country's problem? As if I live in a rainforest and not in the capital of my country with great infrastructure? Then how can you at all even sell express delivery as a service? It has been way over 3-5 days.

In other words, you used loopholes to scam me off my 35.93 dollars that I have paid for these 3 services, only for it to STILL not arrive and probably will arrive in standard delivery timeframe.

What a shame it was to do business with you guys. I had some hopes up about this.

My mail is [protected]@gmail.com if you have any plans at all to fix this up, which I highly doubt.

I have order items from these people on january 03, 2022 and they said they didn't have the items in stock and they needed to talk to me. I tried calling them back because I obviously missed the called and I have called them twice now, once on 01/07/2022 and another time on 01/10/2022 and all I get is a recorded message saying please leave you info and they'll call you back, but they have not and I don't think that they are going to. If you run a business, don't be shady and call the customers back! I will be more careful shopping online from now on and google companies and check all reviews and what people have to say, but after this experience, I am very leary about shopping online and that sucks for honest retailers because of people like this. I am going to check my bank account tonight and talk to my bank and if necessary, I will go to the police to file fraud and money theft charges agaist these people!

I ordered on the 3rd of December and have still not received an email to say my order has been shipped nor have I received my order even with standard shipping only suppose to 9-14 days. What I ordered is important and I hoped to have it for Christmas and if not then at least have it by the 2nd of January for a gift for my mother and sister but by the looks of things this will not happen. If this isn't resolved soon or I don't hear back I want a refund and I won't be shopping here again I'm so disappointed atm.

I received my charm today it looks absolutely nothing like the one i designed it looks like a 3year old have drawed the picture! I have tried getting in contact with someone and i have had no joy! Its a birthday present for someone whos lost their mother thats before Christmas and it's absolutely disgusting. If i order now it will still be late to receive another one! Im absolutely gutted after order a few times before and loving the charms. Received

I ordered this as a keepsake for my niece who's brother age 26 died suddenly from heart problems. I am so disappointed with the result I feel I could not give it to her and it would be an insult to Mitchell's memory. I really cannot emphasis how upset I am at the finish result it just looks like two smudges on a heart pendant. I would really like to send it back to you to see if possible you can make this the same as you are advertising it.

This company literally is horrible
Never recieved the item I paid for
And then when I contacted customer service they didnt respond for 5 days and when they did they literally called me a liar! Im 75 years old!

I ordered a moon lamp with a picture on it which I sent to you.. the picture which was sent to you to be printed onto the lamp was clear, when we have received the lamp the picture is unrecognisable, I have raised this with your customer service team who have said it's to do with the quality of the picture and have offered 10% refund which is a few pounds which is useless to me, and I cannot gift this lamp as it's not what I was expecting. When printed surely you would have seen the product is not what we asked for as you cannot make out the picture at all! Customer services haven't been helpful with this at all or taken any responsibility when they can also see the item is not as described. Looking into how we can take this further.

I placed in order in January for several items. It is now March and I still have not received the items I paid for. I've contact the seller several times and each time I was told the item was shipped and to wait an additional 3 days. Now that I requested a refund the seller is telling me the items were delivered. Customer service is horrible, it's like I'm communicating with a robot.

I was suppose to finally receivedmy package on February 24th. After being delayed a week due to the weather. The tracking stated that it was delivered in my mailbox. I go check my mail and my package is not there. I call my apartment complex, they do not have my package. I email Soufeel same day, letting them know the issue. Next day, I speak with the postal delivery person who states they couldn't help me. They have been backlogged and so it could be lost. I continue to email Soufeel and all they do is send the tracking information back to me and tell me it was delivered. It has not been delivered and they will not issue a refund or replacement for this item. There customer service has been horrible and I never want to do business with this company again!

I placed an order on the 4th January a personalised surprise box for a special occasion at the end of January. On the 22nd of January I emailed to ask where abouts my order was. I received an email back on the 23rd of January saying that my order had been shipped on the 16th of January. As explained by a colleague it took 5-7 days to handcraft and 8-10 business days to ship. So I thought I would receive my order before the special occasion at the end of January.

On the 10th of February I had emailed again to ask where my order was. I received an email back to say that royal mail had received my order and that I should contact them. I contacted them that day and discovered that royal mail had only received a label from yourselves and no actual order. The person from royal mail recommended I got back in touch with yourselves and asked where my order was or ask for a refund. I sent a reply email that day to sort this out. I have sent multiple emails since then and not received any replies back. I'm extremely cross about this that your team can't even reply back to me or find out where my order is. I am very disappointed in your company as I have used you multiple times and recommended your company to other people saying it was good quality. I am very disappointed.

I ordered on the 31st Jan, its now the 15th Feb and my order is no where to be seen.
I t states over seas! IT DIDNT STATE IT WAS OVER SEAS when ordered just states between 8-10 workings days. its now been 13.
You need to make people aware of things on the site. I had no idea mine was coming from Australia.
Id like my order within the week or a full refund.