Soufeel Jewellery
reviews and complaints

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.

They said the estimated delivery was Feb. 4th and it is now February 14th... on the tracking of the package it says processing: suspended order and i have tried contacting them via email, and have not had a response despite them saying I would receive one in 24-48 hours. I was hoping that it would arrive for valentines as it was a gift but it has not yet arrived and it is too late

The product I received was nothing like the picture on the website, the stickers are peeling off the back, the photo is blurred, there were multiple scratches all over it when I received the item so it was heavily damaged. I have attempted to contact customer services six times now on the official website and no one has bothered to even reply. Very unhappy with the outcome I would like a full refund for the product and delivery.

I ordered my families Christmas gifts from them in November only after being guaranteed they would arrive in plenty of time! I couldn't afford much this year considering the circumstances...so these gifts were all I was able to get them! They wouldn't answer any questions with a legitimate reason, blamed "our country" and their shipping for the delay. Asked and begged for a refund so I could have got my family at least something but they wouldn't give me one! I had NOTHING TO GIVE MY FAMILY! And here we are, Jan 14 2021 and I've been told countless times" just wait 3-5 more business days" Something needs done and these criminals need stopped! They've don't this to so many others and it's alarming! They offered to share other people's order info to compare my issue and when asked why they couldn't provide my order info they dodged the questions! I was charged for stuff without consent and I want my money back! I have no use for the order at this point and I am livid and want them to be held accountable! They are scamming so many people and speaking with so many others they've done this to, we are all prepared to get the word out, and do what it takes to make them stop this! There are countless others who are dealing with this same thing and we are all ready to do what it takes to get them to stop!

Having seen the photo-upload towels on your website, I decided to purchase one for my father. EVERY SINGLE image on your website, depicting what the towel's final-outcome would look like, has the image filling the ENTIRE TOWEL (see attached screen shots). My father's towel arrived with a shrunken, partial photo in the centre of a plain white towel.
I have been in a ‘back-and-forth' email conversation with your customer service department, where the reason for the error keeps changing.
Excuse 1: the photo resolution wasn't good.
My response: the image is an extremely expensive, high-resolution photograph, purchased from a professional photographer (attached as evidence).
Excuse 2: it looks good, other towels on our website show partial images.
My second response: EVERY SINGLE towel on your website shows the image filling the ENTIRE towel.
I'm fed up being fobbed-off on this matter. It was a poorly executed photo-towel.

Order No.[protected]

Hello my name is Ariana Manning. I was suppose to receive my items at the beginning of the month but I was told you had to remake it and ship it out on Dec. 20th but I just checked it hasn't been shipped and its still saying processing re-making. What is going on with my package? Also, I never received my $10 refund to my account

I ordered a personalised moon lamp in October but still haven't received it i would like to know when I should receive it please as it is a Christmas present. I have contacted you countless times and all have just said its in shipment or customs if that is so how long will it be there for . Am I suppose to pay custom fees as that would be in the shipment price I paid

I never received my stuff ..I want a refund and they wont refund me.

I ordered custom socks for a friend's birthday after seeing an add on Facebook. The order was placed on 5/5/2020. I paid using PayPal and the payment was processed on the same day.

The socks have not been delivered to my friend and when I attempt to track the order using either of our e-mail addresses it comes back with nothing - not even a message that they cannot find our order.

We used [protected]@hotmail.com but since that did not return any results I used [protected]@live.com and also had no results.

I would like to know what is happening with my order.

I ordered the picture puzzel's for $51.90 on April 9, 2020 Tried to call them but only get a recording stating to leave my E-Mail and phone nuber which I did. Haven't heard from them and my Pay Pal has paid them for my merchandise. Transaction ID is 8H007917K3930641G. My phone # is [protected] My E-Mail is [protected]@yahoo.com I don't know what else to do, I can't get any responce from them. I'm 64 years old and these are going to be gifts for my family.. Please help me.. Thank You

Awful quality, product not as described and the company is refusing to refund.
We ordered a 3D globe (https://www.soufeel.co.uk/photo-moon-lamp-custom-3d-photo-light-lamp-moon-love-you-touch-two-colors-15cm-20cm-available.html) in early February. Not only the item arrived in March, but the product is not 3D or at all as described.
The customer service is refusing to refund, despite receiving the video and pictures of how far away the product is from what it is described and sold as. Instead of a 3D glove we received a cheap sphere with our picture stuck on top of it in approximate 5x3 cm size of space. The rest of the globe is bare, despite the website advertising it as 3D. PLEASE BEWARE The company attempts to convince customers that the photo they sent being of poor quality, despite the photo being in tact. Our photo's actual size was 10.0MP 2736 x 3648 6.2 MB.

Order a moon lamp Jan 27 and we are in March now changed date a number of time so I called they and emailed they a number of times and not a single person got back to me so I sent them one last email saying if no one wants to get back to I'm goin to cancel my order then they got back to me and emailed me and say its 30% fee to cancel an order and that was the one and only email I got from them this place is a rip off dont ever buy from here..

Hi i ordered an engraved necklace and the money was taken out of my bank on the 11th of February, i paid £26.93 and i never got a confirmation email to say that the order is coming or processing and also i got an email from your team which says as follows :

Hi Jose,

We tried to access your order using the details you've provided, but were unable to locate it in our system. Could you please kindly offer us the follow information so that we can check it for you again.

1. Is there a possibility that the order was placed under a different name or email address?
2. Any additional information such as a screenshot of your receipt or order number?
3. Recipient's name, or email address used in placing the order.

I look forward to your response.

Thank you,

Cherry

I have responded to this email and i have sent a screenshot of the payment that i made and the payment has been sent but i do not have any necklace, i would like to make a formal complaint because i have not got my gift that i ordered and my money has been taken, i would like the necklace please but i do not know what is going on with your system because i really like the engraved necklace

I have been waiting on an order but still haven't received any shipping updates when I haven't received the item and it says it was supposed to be shipped on the 9th of this month, tried contacting them tons of times and they haven't responded, the item was actually a gift for my mums birthday and it looks like I havent bothered buying anything since I haven't received it

I am still waiting for my order I was meant to recieve for valentines day now I need urgently before WED 26TH FEB 2020 this is the first time that I have ordered from your company and I am deeply disappointed I am still waiting for my £8.00 refund too which Cherry promised me. My [protected] When I try to track my order it says In Production and thts what it has been saying. I need to speak to a human not a machine