Souq.com Reviews

Name: Souq.com
Rating: 1.44

1.4 Rating 264 Reviews

9 %

of reviewers recommend Souq.com

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Metrics

1.4

Based on 264 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 56%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5

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Souq.com 1 star review on 23rd September 2024

Liza

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Don't buy anything, they cheated and took my money, I ordered a mobile phone from souq.com on 26th November, after 5 days I received my mobile phone delivered by qexpress, the package was a sealed with a plastic cover and it looked like a new original one,it was a cash on delivery so I paid him and he left, after opening the box I am disappointed because at first look I spotted too much dust inside camera lens when I chek clearly I have seen that not only that dust inside camera glass was also scratched, when I observed more I spotted back cover has also not clean and it has some marks on it so I am sure that that phone was a used mobile phone and they packed very well and give it to me, so I decided to return and I contacted them and file a complaint about defective item, I have done that within 2 hours after delivery, first seller message me and ask me to check for any kind of plastic protective sheet on camera glass, I check that and send the pictures as a proof to show scratches and dust inside, it was clear in the picture that is a problom they accepted it and agreed to return. On December 2nd, 2018 same man who delivered it came for returning, I turn on the mobile phone and show him what problems have, he checks and assured that everything inside was in the box and left with the item for return, I didn't get any update since so I contacted them after 5 days, they said maybe its delayed because of holidays, few more days passed contacted them on 8th, 12th, 16th 18th, 21st, 23rd, 26th in the month of December each time different customer care executives picks up the call and holding call for 5 to ten minutes, apologise for they're mistake and promised me within 2 days time amount will be credited to my souq wallet, every single time they did this. on 28th December It's been over a month spend more than 1 hour speaking with them I started losing demanded them to speak with the manager, they said that their manager will call me within 24 hours so did wait and expected call from their side, they didn't call, I waited for 1 more day expecting call, No they didint call me, So I decided to call them and call them said my problom and he put my call on hold and ask me for same old 24 hours time, and I said " I want to speak with manager right now" he didint say anyting he just hang up call its been over a month contacted them via phone calls, emails, twitter, and facebook still no help, if you dont want to lose money and time stay away from souq.com, such an awfull experience with them Do not buy”

Helpful Report

Posted 6 years ago

“FRAUD SELLERS AND POOR GRIEVANCE MANAGEMENT POLICY - i bought laptop and found it to be a used item and returned it within one week and tried to contact endlessly the souq company for refund - every time a different call center agent will reply without proper policy outline regarding refund and after almost one month i get a mail that item is not valid for refund and u will get your item back. Total foul play in business from such a reputed company. Dont buy please from them.”

Helpful Report

Posted 6 years ago

“Q express is the worst delivery company for souq.com, belive me it will spoil your reputation in the market”

Helpful Report

Posted 6 years ago

“DONT BUY - FRAUD SELLERS Dont buy from souq.com There are a lot of FRAUD SELLERS on this site. I have ordered dell xps 13 9360 and they delivered dell xps 13 9350 It is an older version and there is a huge price difference also. Everywhere it was written model 9360 but the actual laptop was 9350 and I knew it from "windows about menu" TOTAL FRAUD. 99% of the customers wont realize they are being cheated. DO NOT BUY FROM this fraud website.”

Helpful Report

Posted 6 years ago

“I just don't want to judge souq.com yet, for I ordered my item just a few hours ago. I have to say that I am a loyal souq.com customer and I've been patronizing this company for almost 5 years now. But now, I am very, very, very, very disappointed. Here's what happened: I just ordered a smart watch from them for AED 665.00. If I didn't call the courier for the confirmation of my delivery time for tomorrow, I will never know that they couldn't deliver my item in my delivery address because they said that my area is out of service! Seriously!? You should have informed the customer about this or at least put a note in your website the areas that you couldn't deliver the items. And you guys seriously want me to pick up my item in Al Quoz after 5-7 days? You people should think that some people tend to go online shopping to save energy and time and yet, you will ask your customer to pick up their own orders just because you can't deliver it which is your mistake in the first place. This is the first time that it happened. I just wanted as well my full refund then that's it.”

Helpful Report

Posted 6 years ago

“Possibly one of the worst companies for delivery in UAE - always late, don’t care about their customers. Cancel orders for no reason. Make excuses and no compensation for mistakes they make”

Helpful Report

Posted 6 years ago

“Very Bad Service for Damage protection, No proper response from the customer support team. It has been over 40 days till now the item was not repaired. I would not recommend this company for purchasing any product”

Helpful Report

Posted 6 years ago

“Not happy with Souq. They don't even have enough products on board. Amazon does a much better job on their original website. Infact, the smaller companies around the world do better. They really need to expand their range of products, given they are the only ones in UAE. People need more than makeup, you know”

Helpful Report

Posted 6 years ago

“After 11 days waiting for my item to be shipped and calling customer service team who was not able to speak properly and give me information about the item. I was informed by customer service supervisor that item is not available and they have nothing to do. Very bad service, unclear communication, will never order again from souq....”

Helpful Report

Posted 6 years ago

“i AM SORRY TO SAY BUT I FEEL SOME OF THE MOBILE PHONES SOLD ON SOUQ.COM ARE FAKE, I PURCHASED A SAMSUNG GALAXY S7 FROM SOUQ COM AROUND 23.NOVEMBER 2018 AND THE PHONE WAS DELIVERED ON 28TH NOVEMBER STARTED TO USE THE PHONE IN 1ST OF DECEMBER AFTER AND IN AROUND I SAW A BLACK SPOT ON THE DISPLAY WHICH HAS INCREASED SO I CALLED SOUQ.COM THEY, IN TURN, GAVE ME THE CONTACT NUMBER OF THE SELLER WHO SAYS THE DISPLAY IS NOT UNDER WARRANTY YES ITS POSSIBLE BUT WHEN WE ASKED HIM TO GIVE THE DETAILS OF SAMSUNG SERVICE STATION HE REFUSED, NOW MY QUESTION WHY A SELLER IS REFUSING TO GIVE THE DETAILS OF THE SERVICE STATION THERE IS ONLY ONE REASON, THE PRODUCTS HAS NOT BEING IMPORTED BY THE AUTHORIZED AGENT AND NOT REGISTERED WITH RA IN UAE AND IF I TAKE THE MOBILE PHONE TO SERVICE STATION THE TRUTH WILL BE KNOWN, SO MY REQUEST PLS DONT BUY PRODUCTS WHICH THEY ARE OFFERING WITH WARRANTY AS THE WARRANTY IS NOT COVERED BY THE LEGAL AUTHORIZED SERVICE STATION.”

Helpful Report

Posted 6 years ago

“I purchased a 75 inch Sony LED TV. The television worked only for 2 days. It does not want to even switch on. Worst is Souq as any product warranty purchased on Souq does not work with the brand. Sony declined to address any warranty on products purchased on Souq. This is ridiculous for a one-week-old product. Everyone needs to beware of this. Souq products might be fake.”

Helpful Report

Posted 6 years ago

“I was an occasional buyer from souq.com in the last 3 years and onle recently I have been buying on a regular basis. And my wors experience is in the last 3 months. The worst that I feel bad I need to give a star to make a review. Souq.com has deteriorated it's values. Customer service is really at lowest rate. You will only find out that orders were cancelled after week(s) of waiting and you filed an online complaint or inquiry about it. Online -- yes, because there is no number to call. Their method of refund is giving you an authorization that totally USELESS when checking with the bank if any amount of money has been returned to your account. These seemingly automated reply from the customer service are so inconsistent and out of tune (for loss of words to use) that they seemed auto generated they would not even reply to your specific concerns. I requested for a phone call, at least for them to hear my concerns and for me to get a real person to talk to and generate a real action. 4 cancellations of order (which I only found out when I filed a complaint) is not acceptable in a span of 3 months. And refunds that were never returned... that is totally foul. I hope comments like these are not only being read by the company website and those other buyers like myself who are in search for desperate answers to concerns that were never truly addressed by souq.com but hopefully it is being read by the authorities as well like DED, Chamber of Coomerce etc. They company may have been in existence for quite some years in the UAE but unfortunately they seemed to be moving backwards. Not keen on the products and the services that their sellers provide and even their own customer service. Very very disappointing.”

Helpful Report

Posted 6 years ago

“Honestly I was a souq.com loyal customer and this had change the last week due to the worst experience ever. My family and I have spend more than 5000 aed on all sort of items, that being said we had many issues. One of them was the wrong delievered items. The items we wanted were apparently out of stock but not mention on the website and they didn t even call us to let us know or ask what we want to do. What they did is that from their side they did put other articles telling us that if we are not happy we can return it and that they cannot do anything more. I asked them also that i wanted to speak to the manager and the customer service confirmed me that he will call me the same day and now I have been waiting for the last 3 days. They are ignoring my demand. This is really bad and unprofessionnal. I don t know if this happened after they have been taken by amazon but souq.com really went from being a 5 stars customer service companie to less than 1 star. Really dissapointed.”

Helpful Report

Posted 6 years ago

“Never buy from Souq.com. Fake and counterfeited products are delivered at the end. The actual product and what mentioned on website is not there.”

Helpful Report

Posted 6 years ago

“Disgraceful service. The delivery schedule promised is not the case. I had to call 5 times to track an order to hear the same today will be delivered nonsense. 6 days later Still waiting. And the customer service staff are absolutely useless. Poor English and rude. I am a big online shopper and I recommend never ordering from souq it’s a waste of time and money”

Helpful Report

Posted 6 years ago

“Absolutely awful. All breaks down at delivery- have major logistical problems which they transfer time delays to the customer. Never once met the one day delivery commitment. Don’t bother- use carrefour”

Helpful Report

Posted 6 years ago

“NEVER AGAIN! NOT SATISFIED WITH THE PRODUCT , VERY POOR QUALITY! I CALLED THE FOLLOWING DAY TO RETURN THE ITEM WALLAH ITS BEEN 2 WEEKS, I KEEP CALLING THEM EVERYDAY EVEN THE QEXPRESS HOTLINE AND GUESS WHAT?? THE ONLY SOLUTION THAT THEY HAVE FOR ME IS TO WAIT - FOR NOTHING!!”

Helpful Report

Posted 6 years ago

“I made an order which wasn't delivered, then got canceled by the courier who received a missing item and canceled it. Souq didn't even brother contacting me or resubmitting the order. When i called them they were extremely rude and unhelpful and said that i actually have to re-order my self. No apology whatsoever.”

Helpful Report

Posted 6 years ago

“Souq is the worst company i ever seen, poor delivery service, they deliver my items to someone else and until now they didn't find out any solution for me its been a half month, as per them we will get call and notifications before our item arrives but no body called me i checked the status it was showing delivered, i escalated to them opening a ticket #15245852 but they will reply with different different statement finally they decided to give me half money which is loss for me i refused to take, then they told me they are doing final investigation i dont know what they are investigating, REQUEST TO ALL!!! do not pay online you cannot trust Souq) it doesnt look like an Amazon company) I will update you guys if they get back to me or if i get my money back BUT PLEASE DO NOT PAY ONLINE rather pay some more money and get your satisfaction and item on same time. WORST COMPANY AND POOR COSTUMER SERVICE they dont know how to reply they will just paste template in email and reply to your email.”

Helpful Report

Posted 6 years ago

“Your delivery QEXPRESS is very very very worse.. And I had to call 5 times for a delivery.. And was not having any any any use.. Still at 8pm I did not received my delivery am still waiting at my office just for ur deliver... And my duty already finished at 5pm 3 hours wasted for your delivery...”

Helpful Report

Posted 6 years ago

Souq.com is rated 1.4 based on 264 reviews