SOUQ.comReviews 439

As an educated person and a tech savvy online shopper, I am disappointed to say that Souq.com has the worst customer care and service. I was embroiled in a case of defective product. I purchased a laptop and upon receiving my parcel and opening it, saw that the touch pad had an evident physical defect. And from there started my horrible journey with Souq.com. They do not return calls, they do not care about our time and money and worst of all, there is no co-ordination between any parties like seller, logistics and customer care. Each time the case has to be told again and again. All our emails are not replied to. I regret ever having purchased there. I am not going to buy there ever again! It is one month up and I still have no update, no proper response and no idea when I am going to get a closure to this ridiculous parade! Please stay away.

Order ID: #*******291

I ordered twin trundle bed from souq on 22nd of november and took more then a week to deliver. They gave the number for free assemble. We called them after few days they came to fix. Once they open the package it was damage in all the corners. The person who came to assemble himself told me to return the product. I am keep calling them asking to arrange the pickup service. Two days before pick up service came to pickup and told me that the package is huge and they do not have space in their vehicle. Today i called souq customer care and informed the same and now they gave me the contact details to call the pickup service by myself. I asked the agent that why i need to call them since i ordered from souq. Agent replied that if you want to get your things fast then call otherwise up to you. I was very disappointed and wanted to talk to the manager. She replied that she cannot connect the call to the manager as per the policy. I really do not understand then what will be the manager responsibility apart from handling customer complaint. The agent was handling me like that i bought the product for free.

Thank you
Very disappointed souq customer
*******855

I bought some items on 24th of Nov. While some of them delivered till 1st of Dec, the major item with the value of 7000+ AED (all others were related to that one) still is not delivered till today (6th of Dec) although the given date was 2 to 4 Dec when I booked. I have called them several times and also sent several messages and emails to them but so far nobody is taking care of my case properly, and every time I just heard "sorry" with promises not fulfilled.
I strongly do not recommend to buy expensive items from souq. Com because their system is set based on the lowest cost procedure with minimum customer care policies, so they compromise on customer's happiness not to take even simple actions to resolve the customer's issues.

I bought a handbag from Souq.com on 22nd November 2017. They delivered the product on 23rd November. I was not happy with the size of the item so I requested a return on 23rd November. As advised in Souq.com return policy, I opened a return ticket, prepared my package and then called QExpress to let them know that I have an item to collect. Since that day, I am calling QExpress and Souq everyday to check when they will come to collect my return. Everyday they are telling me that they are very sorry and they will create an urgent request. It has been 13 days and still no progress. I am advised by a customer service agent that I need to go drop the package myself. Clearly this is the reason people are doing online shopping. Never trust Souq.com, they never care for their customer once they sell the product. I am not shopping with Souq.com ever again.

If your courier is not serving the customers well, I think you can do something for that. You can change the courier or increase the couriers. But I think your company just simply don't care. You don't know maybe what is customer service. I've been waiting for 8 days for my delivery to arrive and to pick up my defective item. From Q express and wing courier. And souq.com will just tell me sorry for that because it is due to white friday sale. I dont care about that, it is not my fault! Expect after 1-2 days you will receive your item and still no delivery nor pick up. souq.com change your customer service because it is very poor.

I made an order based on delivery time after calling their customer service to confirm the delivery time and they assured me that it will arrive before the date given by the system, but of course that didn't happen.
Called them to complain, and they keep apologizing but doing nothing. A total failure!

This was my message to the Seller:
" Your offer says "Bluedio", which is a brand name and the photos you have in the show are for the Bluedio headset. However, the sent headsets are not Bluedio.
1- It doesn't have the brand name you put in the title.
2- The controllers in the showed figures are totally different from the controllers on the headset.
3- The design is different.
4- Bluedio headset mentioned in the title has a 50mm driver unit but this one has only a 40 mm driver unit.
This type of headsets is easily obtainable with cheaper price in the market and I don't want it.
This is my first time to use Souq.com and I really am hoping it's not going to be my last time."
I sent many messages explaining to that smart seller that it's different and he only replies with one message: " Dear customer, the product is the same as shown'.
No reply from Souq.com representative and even when I reported the seller and his item no action was taken and they even didn't publish my review to the product
So if you are buying a Bluedio headphone from Souq.com you may be buying that same fake one I received.

Bad website.
No email or live chat to contact support in case of problem. You have to call them.
Prices are bad.
No quality control over what is sold and who are the sellers.
Product reviews and seller reviews are implemented in a way to discourage you from reviewing or reading people's reviews.
Filtering and sorting is horrible.
Sellers can put whatever they want in descriptions about products or false advertise and cheat customers and souq does not take any measures.
Finally delivery takes at least 3 working days when lucky but usually upwards of 1 to 2 weeks.
Souq.com is the perfect example of a crappy marketplace you get when there is no competition and they are your only option. When jadopado was still working i would have never bothered with suck a crappy website.
I would go as far to state that aliexpress has better quality control, customer service and protection.
A score of "1" is quite generous lucky them "-1" is not possible.