Souq.com Reviews

Name: Souq.com
Rating: 1.44

1.4 Rating 262 Reviews

9 %

of reviewers recommend Souq.com

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1.4

Based on 262 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 21%
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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Anonymous

Anonymous // 01/01/2019

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

“Had a number of kimwnts where they have taken the order but then not able to fulfil. Trying to get a response from customer service is impossible.”

Helpful Report

Posted 5 years ago

“Please don’t loose your time to order anything from souq.com They never delivered my items and their delivery company canceled my shipment... souq only said really sorry we cannot do anything about it... Really so what’s souq’s reliabilty against their consumers.. ZERO I am really disappointed”

Helpful Report

Posted 5 years ago

“Fake products, I ordered Vans and Converse shoes and both of them are fake. Vans didn't have the inner sole stitched not even glued, it just came off and you see the stitching underneath, The Converse, you just it is fake, sole was uneven, inside of the shoes had bumps. How is Souq allowing 2 different suppliers sent fake goods. I would never order from Souq again.”

Helpful Report

Posted 5 years ago

“I would give souq only half a star. Worst online shopping website ever !!! Their delivery service is amateurish, careless and negligent. I spend hours in searching and filtering the products I want, I make the payment to avoid all the unnecessary excuses given by the delivery boys. I wait for a week and follow up with the service agent only realize that each time I call my order is out for delivery. End of the day I don't receive my delivery. Non of the delivery boys are interested in delivering the shipment. Souq doesn't provide the details of the delivery boy (assuming its outsourced). I completely agree that Souq is disinterested in improving. I am deleting my account and never going to order anything from souq.”

Helpful Report

Posted 5 years ago

“I have tried Souq a few times, and can confidently say their delivery service is very unreliable. Three experiences you can expect if you order with Souq: 1. Delivery appears to be outsourced to independent truck owners that speak very little English, so describing a location or delivery time to them is difficult. Maybe I was just unlucky several times in a row, but the delivery people seem to consistently be unable to find even well known places in the Emirates (i.e. The Greens), and this means extended phone conversations in frustratingly broken English to guide them. 2. Souk always sends an auto-SMS message to your phone on the day of delivery indicating you can pay using a credit or debit card. When (if?) the delivery person arrives, they tell you that actually you can't pay by card, followed by something like "Souq website is lying". If you don't have cash, the order is taken back to Souk. (This happened twice to me with large orders that I was expecting to charge to a card.) 3. No delivery person seems to know how to lodge a complaint about the service, and the souq.com website does not offer a clear way to give feedback, so I don't think any future patron of Souq can expect to have a better experience than what I've described. Souq is disinterested in improving. I am very surprised Amazon would lend its name to this production. I will never use Souq again.”

Helpful Report

Posted 5 years ago

“I have bought several items worth more than 1400 on the dawn of White Friday, however, items I longed for did not arrive even after 15 days although I made several calls to a courier company (QExpress) and Souq hotline. Every time the representative told me that the items are kept in the Dubai hub and are about to be sent to Ajman hub before the delivery. This did surprise me as Souq delivered the rest of the items within a week at most. At last, I got a message which says the order was cancelled due to a technical problem and nobody could give an insight about the delays and issues. I got my money back at last, but this experience left a frustrating and disturbing memory. Why an Amazon company such as Souq can have such an irresponsibility and can't handle the issue within the promised time, instead of a late refund and lost discounts, I would want the items I bought.”

Helpful Report

Posted 5 years ago

“I am a registered seller on Souq, have sold about 5 times in last month. Most of my items are registered as Same day delivery. Items are in stock and ready to be collected by courier on the same day of the received order. However, each time I have received order I struggle to get hold of the courier company to collect. They do not come for collection on the day, not even the next day, they take 3-4 days to collect and after they finally do I keep checking the parcel tracking and guess what: it takes another 4-5 days for them to deliver the parcel to customer! Souq perhaps has no understanding what "Same day delivery" means. I have been calling Souq customer service on many occasions trying to get a courier for collection but they are absolutely unprofessional and unhelpful, their customer reps make me feel like I bother them with my call each time. Souq- absolutely horrible service provided to customers, needless to say it damages ours 'Sellers' reputation and business. Please make some serious changes, change your management, employ English speaking people for your customer call center and start appreciating your customers and clients.”

Helpful Report

Posted 5 years ago

“I have never experienced an awful online shopping experience ever in my life. And this is my first time to write a review because I am extremely mad and I would like to share so that no one can ever order from them. So I ordered 6 items and only 4 items got delivered. Keep in mind that it was all paid for. However when I called they didn’t give me a proper explanation, their customer representative is very poor. They do not repose to my email. They refunded back the money for the items that was not delivered and what made it worse is that they only refunded back the money for one item. What about the 2nd one ??? See how cheaters they are. Moreover, one of the 6 items I ordered Was a mascara that turned out to be absolutely fake. Please do not order from souq. It’s a scam and worse experience.”

Helpful Report

Posted 5 years ago

“I have order item made the payment also till now they do not deliver the item. when I try to call and talk I am not getting a proper response. now they are telling item is on cancel list. no one as informed me before. daily two times make the call. i have wasted my time and money”

Helpful Report

Posted 5 years ago

“Pathetic service, followed the order after two weeks and understood that it is delivered some one but no one knows who it is as no contact or ID except one signature recorded. Souq.com says I need to ask every walking person around building who received it. Is this really acceptable service of an Amazon company?”

Helpful Report

Posted 5 years ago

“Honestly speaking my 2 time experience with souq is a major disappointment, I wish I had read the review before going onto souq. first time I purchased a bike, it came late of course and arrived in a box in pieces, with no instructions what so ever, after using u-tube to put the bike together it was obvious the bicycle was not the model nor color which was purchased, nor was it complete. after a long struggle I returned the bike and was given my refund back. summary of first experience = zero quality control second experience was recent when black/white Friday sales. I purchase and paid for 4 fit bit watches, after 10 days of waiting, today they confirmed due to technical error the purchase was cancelled and a refund will be arranged. the only thing that I can think of is that souq does not care to deliver the discounted items as they probably think can sell at a higher price since in the holiday season. I was left with no solution, money stuck with them and no gifts for xmas! There is a difference sky and ground between amazon and souq and brands work hard and long to build up their name and reputation, so I am wondering how amazon will turn souq around. I highly recommend you buy either cash on purchase which they priorities always or buy directly from amazon.”

Helpful Report

Posted 5 years ago

“They never delivery on time and also will not keep the customer know about it if there is a delay. Also when you call them up to know the status, they don't know anything about the status apart from what we can see in the app / website. They simply give a generic / standard response saying that the delay is due to the "High Demand" !! Poor planning on stocking & delivery and they make the customer struggle. This is my 3rd order and I'm suffering without any update from them and my very 1st order itself was cancelled due to delays. It was a mistake to order from them again !!”

Helpful Report

Posted 5 years ago

“Please place negative stars as option also because I want to rate negative 100 stars. This was my last mistake to purchase from this company. Please have some mercy on customers at least respond to the comments below. If u can’t fulfill the order then don’t do online sales. There is a blame game is going on, courier company blame on souq for not ready items and souq blame courier company that items are ready courier company is not collecting it. I left several messages for a call back but no one called me till now. When I called both at same time they still blam on each other. Pathetic service. Amazon should remove the entire management for this disaster and pathetic service from souq. Souq can’t handle a courier service. Under which law souq kept my money till now I want to know. I am still waiting for my items.”

Helpful Report

Posted 5 years ago

“Souq is really unreliable and has the worst customer service ever, they do not apologize for mistakes and never compensate for my time they waste with their incompetence!! To them if you have an issue with the service just cancel it and do it again, because if you try again “maybe” it will work out for you. 1. I ordered same-day delivery addressed to my office, i called Souq at 6pm and informed that the delivery has not been made the agent to my surprise was helpful and said he can change the address to my home address so i can still receive it on the same day. The courier guy calls me at 12:30am the next day asking if I'm available at the office location, my address was never updated and he said i should just cancel and try again tomorrow. 2. For the White Friday event, Souq will give UberEats vouchers for each transactions, should receive it 4days ago via email, but it was never sent. 3. Bought a fake Anker powerbank from one of the sellers. 4. They use the worst courier services, q-express and wings Unfortunately its the platform commonly used in UAE so i may still have to suffer, they know this, thats why they do not give the customers a great service because they know we have no other choice.”

Helpful Report

Posted 5 years ago

“If there was an option to give no star, i would select that. *Zero customer service over the phone: no sense of commitment and customer empathy, no problem resolution. Whenever you start sharing your frustration with the delay they pretend having technical issues and allegedly unable to hear you over the phone...such an old and lame trick. Gladly the phone conversation is being recorded and hopefully listened to..However, the way they continue addressing the customer, unlikely any management pays any attention to phone etiquette *Self pick up option is useless as items are delayed even more. I don't understand the point as it's supposed to be convenient, however, you end up waiting and following up multiple times and all you hear is apologies..You used to pay for delivery and was frustrated with delays. Now you select Self Pick-up "convenient" option and get ignored even more. Total BS *Since the acquisition by Amazon, the service has turned worse. Online shopping is suppose to be convenient..not with Souq.com though. It's sad.”

Helpful Report

Posted 5 years ago

“Hopeless and good for nothing.”

Helpful Report

Posted 5 years ago

“Highly pathetic level of service. Their service is getting worst everyday. I am flying out, so when i placed the order, in additional to their lead time, i kept margin of 2 days, still this pathetic excuse of a service provider was not able to deliver the items. They are playing blame game between Souq and the Courier with zero focus on actually helping the customers. Really disappointed.”

Helpful Report

Posted 5 years ago

“I am actually a seller, and feel sorry for the buyers. Souq do not know how to run a successful online e-commerce company - I wonder if Amazon know how they are operating. For the past month we have had to wait for couriers to collect, they never turn up, I’ve waited for days and now they fail to enter the products into their system as being collected. We rely on Souq to support our Business, perhaps we might move to NOON”

Helpful Report

Posted 5 years ago

“I always find deals there, their delivery and customer service is appalling. I had once ordered a cream that they kept calling me and asking me what is my address maybe 3 times, after a 2 week delay I asked to cancel. No I ordered 2 perfumes, the delivery guy told me he has no change and will be back. This was 5 days ago and never resurfaced. I filed a complaint online and the customer rep thought I was referring to something else that was delivered on time! Then they call me and ask what time do I prefer for it to be delivered and still no sight of my package! I believe from now on I will use noon.com. tried them twice and they deliver max within a day.”

Helpful Report

Posted 5 years ago

“I placed an order on 21st Nov 2018 and I received message on 24th that my order is on the way but till 25th I didn't receive my order. when I contacted the customer care on 26th Nov they said the driver called you and you cancel the order so we can't revert back your order which is purely a game. when they are unable to deliver some items they are playing like this. i haven't received any call from the driver.”

Helpful Report

Posted 5 years ago

Souq.com is rated 1.4 based on 262 reviews