Thiruvalan B.

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

Dear Thiruvalan,

We apologize with this delay and sincerely regret you have not received your order.
Unfortunately, it appears that your order has been lost on the way.
After reviewing your order in detail, we found out you haven't purchased any insurance during the check-out. Please understand, that in such case we can only compensate you partially.
The shipping company is actually responsible for this loss which is sadly beyond our control.

However as you are a valuable customer for us, we are willing to help you the best way we possibly can.
Here are the best solutions we can offer you in this situation:

1)Reship the parcel
We can resend the same parcel to you. For this, please kindly send us USD 30 so that we can arrange the shipment. We can offer you a tracking number for this shipment and it will take 10 to 25 business days to reach you.We will send you an invoice by email if you choose this option.
Please reconfirm your delivery address one last time:

Consignee name:

Detailed address:

City:

State:

Postal code:

Phone:

Country:

2)Partial refund on your Wallet(Store credit)
We can refund USD 30 as a proof of good will on your wallet and exceptionally reward you with extra points (e.g. If your refund is 1USD = 5 points, 3USD =3*5 points => get 15 points etc).
You can use both your wallet and points to purchase your future products.
Learn more about wallet benefits: http://www.everbuying.net/m-article-id-85.html.
Check out how to use point: http://www.everbuying.net/m-promotion-active-12.htm.

Can you please let us know your decision?
Once again we apologize for any inconvenience caused.
Best Regards
*
Everbuying Customer Service
http://www.everbuying.net/

Please check the above reply from Everybuying and i was tracking my shipment last one month with everbuying and they ask me to wait till delivery expires and now the shipment is out of their hand.
*personal info redacted by admin