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Soufeel Reviews Summary
The company's reputation is significantly marred by persistent issues related to product quality and customer service. Customers frequently report receiving subpar items that do not match their expectations, alongside significant delays in shipping and delivery. Complaints about unresponsive customer service and difficulties in obtaining refunds further exacerbate dissatisfaction, with many feeling misled about shipping times and product quality. While there are occasional mentions of satisfactory products, the overwhelming sentiment suggests a lack of reliability and support, indicating that potential customers should exercise caution when considering purchases from this company.
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I have tried getting in touch with this company numerous times. I get a generic email back saying please wait until we have time to look into the situation. You cannot call or write to them. I think this is a scam! Stay away! I placed my order on December 5th. They took the money out that day. When I track my order online it says processing. Well its been processing for 15 days? I'm just guessing there is no way it will be here by Christmas. Will be demanding a refund!
I order my gift of December 2, spoke to a representative a they stated my order would update in 5 to 7 days. Since then I can't get a response or check the status of my order and it is Thursday December 20th. Im trying to figure out where i will find something equivalent when this establishment to my money and I have not order/
Hi Sara, I am so sorry for that, the item needs 3-7 business days to handcraft then we will send it to you, and it's shopping season now, the shipping will be slower than before, please send an email to cs@soufeel.com, our customer service will definitely figure a way out for you.
I never received my order. They tracked it to say it was delivered, but it never came! My word against there's.
Hi Tanya, I'm so sorry to hear that. As now is a very busy season, the delivery time will be longer than before, Please contact cs@soufeel.com our customer service will slove your problem.
I should have read these reviews before placing my order. I ordered an item on 12/6. They sure did take my money out of my account quickly and now I still don't have the item for Christmas. I have tried the online chat option and also left voice mail messages with no response at all. I will be contacting my credit card to start the process to get refunded.
Hi Trisha, I'm so sorry to hear that. As now is a very busy season, the delivery time will be longer than before, thank you for your understanding.
DO NOT SPEND YOUR MONEY AND TIME
I order from them 2 weeks ago and I haven't received anything yet, try to call them, email them and nothing back! DO NOT ORDER FROM THEM!
Hi Carina, I'm so sorry. Currently our customer service has so many letters to reply one by one, we are trying very hard to reply your email ASAP but it will take some time. If you want to track your order, please click here ->https://www.soufeel.com/trackorder Thank you for your understanding.
Ordered 2 weeks ago & only email I got was for the order # & the payment went through and haven't heard updates on my order Christmas is a week away and I need my order
Hi Megan, I'm so sorry to hear that, please send an email to cs@soufeel.com, our customer service will definitely figure a way out for you.
I placed an order on November 28th. It is now December 18th. My order has yet to ship. When I sent them an email regarding my order, I received an automated response saying they will get back to me. They still have not.
Hi Sara, I'm so sorry about that. The shipping now will be slower than before at this season. Hope you can understand. Your patience will be greatly appreciated. If you want to track your order, please click here ->https://www.soufeel.com/trackorder
I order a special gift for my father (Mum died last year and it was a photo necklace so he wouldn't be without her at Xmas) on 2 December and to make doubly sure we'd receive it before Xmas, I paid over $30 for express post. Here we are 13 business days later and it still hasn't left the warehouse! Disgusting false advertising about postage times!
Hi, Helen. Sorry to let you down. Could you please provide the email address you used to order? Then we can check it for you.
I purchased an item for Christmas on November 26,2018. I was notified on December 16,2018 that my order had been lost! They were not replying to my emails I sent before this issue came up and when I emailed them after I found out my order had been lost Tracy was extremely rude to me! They said I will receive my money back but can take up to ten days, funny how they lose my item but it will now take forever just to get the money back. NEVER BUY FROM HERE!
Hi, Courtney. Sorry to let you disappointed. We have day and night shift in this busy season, too many conversations we may reply you a little late, and we are sincerely sorry for that. Could you please tell us the email you used to order? We can check the status for you.
Ordered a etched key chain and it looks like a child did it. It's an outline face with eyes nose and mouth didn't even look like the picture.
Sorry, Marilynn. We are sorry to let you down. Please send an email of your order number and your problem to our customer service: cs@soufeel.com. Our customer service will definitely figure a way out for you.
My order was placed "guaranteed before Christmas" and here I am still waiting without any response to my emails or phone calls to the company. The personalized necklace was for my mother, with a picture of my father (deceased 3 years now) for her to hold on to and look at. She will not be with me for much longer and this was a big blow for me. AVOID ORDERING FROM THIS VENDOR, YOU PAY AND THEY DO NOT DELIVER AND THEN IGNORE YOU!
Hi, Terri. Sorry for let you down. The shipping now will be slower than before because of the shopping season. Hope you can understand. Pls contact cs@soufeel.com our customer service will definitely figure a way out for you.
I have ordered 3 or 4 times from Soufeel and I cannot fault their service. Amazing quality and precision, fantastic customer service & these make the most wonderful presents! Honestly can not fault them! I 100% recommend!
Hi, Reece. We are sooo glad to hear that. Thanks for your praise and support! We will do better in the future.
Horrible experience, bought my product on black friday... I receive an email a couple of days later informing me that product is being prepared for shipping... 2 weeks go by no updates. When I reach out to their customer service, I'm fed a lot of bu$% cr@p that give them some time for shipping. 2 weeks mind you. Than 1 week after I'm told they lost my product. All this could have been avoided if they did their diligence before. Horrible experience I don't recommend anyone ordering from here. They don't care about their customers just their bottom line. AGAIN DON'T USE THEIR SERVICE.
Hi sorry for that, the shipping now will be slower than before because of the shopping season. Hope you can understand. Pls contact cs@soufeel.com our customer service will definitely figure a way out for you.
I ordered 2 photo wallets the day after Thanksgiving and was advertised they would process in 3 to 5 days and shipping would take 5 days. 10 days later my products hadn't even shipped yet and I emailed. I was told they would Shipped the next day the next day came and went with no shipping so I emailed again I was told it would take time because my items were custom I told them that if it did not ship by December 10th I wanted a refund because it would not make it here before Christmas. They ignored my emails over and over and over again would not respond so I went to their Facebook page I left several comments about how unhappy I was how they did not keep up their end of the deal how they were ignoring my emails and over and over and over again got an automated response that I should check the tracking dye got that then I went to tracking and they had suspended my order without my permission! Tons of other people on the Facebook page we're saying the same thing! I go back to comment again and they have blocked me from commenting just in case I tell the truth to other customers out there! I never did get my order they only offered me a 70% refined saying that that would be a big loss for them! I had to threaten hiring a lawyer to get them to agree to a full refund and it has still not hit my bank!
Hey, Sarah, sorry to let you down. You ordered customized photo wallet, and usually it needs 7-8 business days to handcraft. And at this time of a year, the delivery will take more time than usual. We have day and night shift in this busy season, too many conversations we may reply you a little late, and we are sincerely sorry for that. We have refunded you, and your money will be returned to your account in 2-4 working days. Please have a check.
Perfect service
Servizio efficiente, veloce
Ho ricevuto subito assistenza!
Il gioiello è bellissimo, sono contenta e soddisfatta
Grazie per la vostra lode Siamo così felici che tu sia soddisfatto del nostro prodotto e servizio.
Amazing personalised item. Great customer service. Wonderful shopping experience. Would definitely recommend. Thank you so much
We are sooo glad to hear that and thanks for your praise. We will do better in the future.
What a lovely gift... so thoughtful and personal. Photo looks amazing on the charm. Would recommend 100%
We are sooo glad to hear that you like it. Thanks for your praise.
This watch was beautifully presented with all personalized requests(picture and engraving).
My husband was delighted with it.
The picture has sentimental value.
Thank you so much.
Michelle Sloan
Glad to hear that your husband likes it. Thanks for your support and hope to deal with you in the near future.
Got my nieces name necklaces and they both said it looked like "a thousand dollar necklace" they are absolutely in love with them and so am i!
We are glad to hear that~ Thanks for your support! Have a nice day!
It was my first time ordering from Soufeel. I'm so glad I did, my items arrived on time and I'm really pleased with them. Definitely ordering again.
We are glad to hear that and hope to deal with you in the near future~ Thanks for your support. Have a nice day~
From the business
SOUFEEL designs, manufactures and markets hand-finished and modern jewelry made from genuine materials at the most reasonable and competitive prices. SOUFEEL jewelry is sold in more than 70 countries on six continents through our official website www.s...
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
HI if you ordered customized items, we usually need 3-7 days to handcraft, and at this time of year, delivery will take more time than usual. Currently our customer service has over 10k letter to reply one by one, hope you can understand, we will response you ASAP. Sincerely sorry for this.