SOUQ.com

After buying so many expensive items and calling so many times for warranty and for items to be fixed i have decided to share my experience with souq.com with you guys.
Items bought:

1) Gopro 5 black 1599 aed / 436usd: item should be waterproof up 10m/33ft, it leaked water as soon as i put in water into the lens making it useless. (seller refuses to answer and souq.com customer services are still telling me that they are going to put it as a priority, after 1 week they still havent called)

2) LG 55UH850V 4273 aed / 1163. 5 usd: when using remote control on apps like netflix / youtube the remote disconnects then reconnects then starts lagging making it impossible to use the app properly.( item to be returned)

3) D-link 890L Router 1000 aed /272.3 usd: the router after configuration and setup started disconnecting, wifi light kept flashing back, after many resets/reboots/hard resets firmware updates and many calls item was replaced since it was totally defective... (solved)

4) gopro 3 Black 1500 aed / 408 usd: camera works perfectly, remote doesnt hold a charge till finally remote does not charge at all. Since i use the app i did not return the item.

I will attach some of the emails

I ordered the I mac for my company on 23rd May 2017 and this guys they told us that they will deliver it on 25th May. On 24th May they called us to confirm the delivery of the product and told us it will get delivered on 25th May but 25th May whole day we waited for them and no one appeared with the shipment. Again we called them on 26th May to know the status of the delivery of the shipment but the lady from their customer service told us that it will take another 3 days for the delivery as it is just dispatched from the supplier. While the conversation she told us that we can cancel the order so we cancelled it. So, today 27th May again we got a call from the delivery guy that our product is at the city. So whats this? Is it a joke? I think u guys treat customers as a joke. We used to order from Souq before but it wasn't like that but now i guess u are taking it very lightly. I would like to suggest everyone not to waste their time in just waiting for something which is not going to be delivered to you.

I had purchased one laptop from Souq.com (Order No. **************) on 19-Aug-2014. Specification was slightly different from what they had shown on their website. Hence, as per Souq's 3 days return policy, I requested for return, just next day of delivery. I ordered another laptop from souq after paying again (thought that souq is a reputed company and would honor its return policy).
First of all, they took almost one month to collect the laptop even after calling several times (almost 7 times). After collection the laptop, I didn't receive refund for even one month. When I called souq.com, they said, laptop is not received by seller. Then, I gave all AWB nos. And they checked several times and finally agreed, that laptop was received.
Still I didn't receive refund after 7 months. I called many times and filed complains through their website. They said that payment is done to seller by mistake and they are trying to contact seller.
Since, last seven months, they are providing same reply on several phone calls and emails. All the times, when I call, they say that their person will come back and they never call again and even doesn't reply to the emails now.
Three months back, I discussed with one senior person Mr. Abdul Raafey (critical Complain Dept). He registered the complain as critical (Ticket no: *******) but after 3months, souq is not able to solve their critical complain.
I had bought many things earlier through souq.com but first time when its time to return, they are not respecting their own policy of return. I have wasted too much time in last seven months for calling and mailing souq.com, but they don't even care about customers.
This is really very disappointing service. Request you all to think twice before purchasing souq.com.
I am planning to go to consumer court now. If anybody wants to join me (as I have seen on websites many people suffering through souq), please contact me through email at *******@gmail.com.
Thanks.

I ordered a mobile phone on souq.com order number ************** amounting to 943 AED which should be around 940 QAR ( 1 AED=. 99 QAR)
But they are charging me 979 QAR? I emailed asking why is it so high when it should be lower since Qatar Riyal has a bigger value in exchange than UAE Dirhams. An agent said NO, AED has bigger value than QAR.
I sent at least 4 emails asking the same but no one got back to me and felt like no one cares about my query.

Today 9th of May, I called their customer service at 09:07 am (international call from Qatar) and this guy named Odei or Ode, was rude and sarcastic answering my queries. I asked for a supervisor and right away told me that no one is available. I asked him to get me a supervisor within the next hour but was answered back that he is going to do his best to have someone talk to me. REALLY? And what irritates me more is when he asked me to call again! I am doing an international call and he didn't even have the initiative to say that someone will get back to me instead of asking me to call again!

I ordered a few items for myself for Christmas coz I liked the prices on souq.com, but when I got part of the item 2 were not what i ordered. So now here is where the saga begins... I called and have been calling souq.com since December 23rd for them to send me the products that I want and I would return the wrong items. Unfortunately, they don't do that!
I was told to keep the wrong products as a "Gift" and they were sorry about that. So the 1st customer care person I spoke to was very understanding and put in a request for a fill compensation. Which I received very quickly.
Then I called again and spoke to another person on seeing that there was another wrong product in the box. So the lady "Heba" confirmed with the manager and i was told that i would get a full refund with shipping as it was their fault.
Long story short after calling almost 10 times and requesting to speak with a manager 5 times, NOTHING! INCOMPETENT AND UNPROFESSIONAL PEOPLE.
I have not seen my full refund even after writing to them several times.
The other item that I ordered did not come to me at the expected time and I told them I wanted a full refund of that too. That item cost me extra for shipping and yet again I didn't get it.
I saw a pending amount in my souq wallet but the same amount was not put into my bank account.
The customer care representatives seem to be robots. They read out to you a list of phrases they are supposed to tell every person that calls.
The managers should not be called managers rather incompetent ametures who possess that role.
I will not be buying from this crap site no matter how cheap it is.
Some sellers are horrible and send used items when you chose new items. Also when you escalate a problem... no one contacts you. So whats the use of escalating a problem!
I have had 3 bad experiences with them and will not waste my time again.
Be careful with fake items too as their perfume items are not originals as they say.
This site should also be reported to the Ministry of Consumer Rights for robbing the public.

WORST CUSTOMER SERVICE I HAVE EVER RECEIVED.
PURCHASE OF 2 SELF BALANCING 2 WHEEL SCOOTERS
I bought 2 identical scooters for my sons birthdays. They arrived in the same boxes and were both black. It took us 24hrs to realise that the scooters were actually different as one ran out of charge quickly. On studying the scooters we realised that one was far inferior in quality than the other. We uploaded photos to the seller and asked for their comments. We were simply told that because we had purchased the scooters over their 3 day return policy there was nothing they could do? We escalated the complaint to Souq.com and after 3 days got the same response?!
The reason we hadn't opened the boxes was because we were waiting for our sons to open them for their birthdays. If you receive 2 identical boxes that you have paid over 1,000aed each for you expect them to be identical?
My point: One was of good quality and one was cheap. The seller is clearly a cowboy and Souq.com are allowing this kind of trading on their site?
The seller trades under the name of Bargain-deals.

I ordered a Led TV on 4th July and called in specifically to request for them to deliver it on the next Saturday. However, the driver called in Sunday, Monday and Tuesday stating that he was at the flat for delivery. I had tot ell him everyday that I requested for delivery on Saturday. Finally he did not come anymore. On Saturday morning I called customer service to make sure that the delivery would come on that day. The first person confirmed that it would and that I should receive a text message before noon confirming that. Nothing. I called again at 12:30 asking what was happening and someone else said "No it will come tomorrow.". He refused to put me through to a manager, and simply was saying "I will escalate it, and a manager will call you before 30min". No call after 1h, so I called back to speak to someone else who once again said the same thing. He added "the manager is dealing with 400 other similar complaints madam, he is busy". I asked to have his direct email, which was once again refused. The last person I spoke to told me the delivery would be an emergency one and I would have the TV in the evening. At 9PM I still had nothing so I called and they said it will come on Monday evening. I call on Monday because I did not receive any text message saying anything, and demanded that they cancel this order and refund me because it was driving me crazy that such a simple thing was being made into something so complicated. I was promised a refund with 48h. After 2 days I still had nothing, and the status of the order was not even changed online. I am still waiting for this refund today.
All this to say that I spoke to over 10 different people and all were ridiculously lousy at their job. They could not answer the simplest questions, but funnily enough some were brutally honest. When I first called asking why I did not get my refund, the lady on the line said she would put it through and cancel my order (obviously not done yet) and I asked "So you will not actually refund anything when cancelling the order until the customer calls and screams?", she simply answered "Yes.". In the end this made me laugh, but I highly recommend NEVER using souq.com for an orders.

I completely agree with the person's complaint. My case has been even more simpler.
I purchased a smartphone device (OnePlus 5 Phone) from Souq (Order ID: #*******338).

Within weeks after purchase, The phone was giving me problems as it kept restarting by itself - While using the device and also while it was just kept idle. I made a complaint and the Souq Customer Service Guys collected the device and said they repaired it (By Re-Flashing the Software) and gave it back saying it is working normally.

Within a Week again the device started giving the same problem. I tried re-formatting the phone and restoring to factory settings several times but there is no difference. Now the problem has become so much worse that it keeps restarting several times a day and I am unable to use the device sometimes when I an in urgent need of it. This is a phone which I use for my work purposes and the fact that it was returned to me without being properly repaired has caused a lot of inconvenience to me.

I made a complaint again on 2nd October 2017 regarding the same issue. Till now no one has bothered to call me even though the customer service person on the phone said someone will contact me within 48 Hours. I called you back again after 48 Hours to remind them myself as there was no response from their side. And again, No one has called me back. I then sent them an email and demanded that they take back the device and provide me with a new device or issue me a refund. This device has some hardware issue and it cannot be resolved by just re-flashing the software. I explained this to Customer Service Person when they took the device for repair the last time and they ignored my advice and just sent it back to me after Re-Flashing the Software. I cannot keep wasting my time by re-formatting it again and again and facing the same problem. They just sent an email and said they can only repair the device and apparently the replacement will only happen if the device is repaired 3 times and still has the same problem! What kind of logic is this? So the customer has to keep suffering with the same problem till he makes 3 complaints and the device is repaired 3 times? If they know something is wrong with the device, Why not just replace it or issue a refund?

I have been such a loyal and regular customer of Souq.com and I have purchased 100's of products from them over the years. This is the first time I had a problem with my product and I must say I am really disappointed with the After-Sales Service. I will not be purchasing anything from them after this terrible experience. There are many better websites out there and I urge everyone to stop using Souq.com. They have become arrogant because of the growth in their business and they feel they can make good profits without providing customer service!