SoufeelReviews 915

The items I ordered almost 2 weeks ago were promised to be delivered by Christmas. I ordered Christmas gifts for my 3 daughters, and I found put today ( by calling and speaking to DHL) that my gifts are still in China. I'm furious that there isn't even any way to speak to someone at Soufeel, and no email or notice from the company that my items weren't being shipped. I had to seek out the bad news on my own. When I purchased from this company, they marketed themselves as a California company... but the only part of this company in California is the CEO.

**UPDATE** I have to give Soufeel credit. I was able to live chat with a representative and they apologized for not being able to fulfill the order in the time they committed to. They agreed to waive the shipping fee and refunded one of the two items I ordered (a $25 value). They did tell me it could take 2-4 weeks for the refund to show on my credit card, so we'll see if that actually processes, but overall, it made me feel a lot better about the company. Upgraded them to a 3 star review and will update to a 4 star review pending confirmation of the credit I'm supposed to receive.

As so many others have stated, I paid $19.99 when I placed my order for a photo charm & necklace to guarantee delivery in time for Christmas. It took 9 days before I even had a tracking number. It's now 12/23/16 and it had not arrived, so I decided to call DHL Express directly, which is the shipping company they are using. When I spoke with their customer service department, I was told they were never contacted by Soufeel to pick the order up that was supposedly in China instead of being shipped from California like I was originally led to believe when I placed my order online. You can only send them an email or do online chat with them to resolve the issue, so I've sent an email to try to get this figured out, but it appears I won't get the gifts I'd ordered for my wife in time for Christmas, which has left me as a very disappointed customer, especially when I paid extra to guarantee my order would be delivered in time for Christmas.

5 starts so someone might read it... really a one star rating

I ordered 3 pieces, on December 9th, I believe there was a highlight, that said 6-10 business days and shipping to be received before Christmas, yet I still have not received anything. Tried calling your customer care number however, your unrealistic 3hr business hours make it difficult to reach anyone. 9-12 pacific time incase anyone is interested.
Unfortunately, it looks like 3 people won't be getting their Christmas presents this year until after the occasion has past. I can't express to you enough, my disappointment. First Thinking that I was buying from a Canadian company based on the Soufeel.ca website tag. I did a little extra research to find out you are based out of the states ( California I believe) no problem, Then upon tracking my order It said shipping from China, the last up date I have is Dec 14,2016 12:00 am
Leaving parcel center, to CAYVRB China EMS... I am at a loss for words.

What is happening?

Very disappointed in this company! Saw the items online, placed and order. Paid 19.99 extra to receive before Christmas even thought their site said guaranteed delivery before Christmas. Order has said shipped, go to DHL to track and info says request from China! Website said coming from California! I am beyond pissed this was the only gift I was sending to my mother! They took the money out of my account and I have no clue where the item is! I will be filing a report with the Better Business Bureau! Shame on Soufeel! Now what do I do!

This company should be ashamed of themselves! I placed an order and they gaureenteed shipment on their website. Then I get an email saying I have to pay almost another $14 to make sure its there by xmas even though they advertised it at one price. Now i get an email today and sorry all orders will be delivered after christmas. Are you kidding me? Out of all the presents this was the single most important gift! I'm so heartbroken! Not even an answer from the company and they blame DHL meanwhile DHL says that they aren't haven't delays! Never again!

After reading many reviews and my personal experience I would never recommend this to anyone. They having many shipping issues just continue reading reviews. They messed up my shipping label and this was meant as 2 christmas presents for my sister and fiance. I never recieved a shipping confermation and when i finally could track the package it was to late and already being sent back to the warehouse. You cant contact the customer service via phone they only take messages. I finally got an email from someone only for them to say here is the tracking info however they never took the time to read that it was being sent back to them. I asked for a refund but they wont call or return my emails. Absolutly terrible company. Please save your time and money. The charms look great but what good is that if you never recieve them.

Your site should not offer on time arrivals for the holidays if it can not come through as expected.
I have gotten 100 different answers from Soufeel reps and from your site.
FIRST - I PAID for the order on the 13th - I am not sure why in the world or what kind of system takes 2 full days to put through an order.
SECOND - if it is shipped on the 19th, then it means that it is ready, and what would take so long after it is READY.
Your site, says 2-4 days - your previous email days 3-5 days and now you're telling me 6-10 days.
I HAVE THIS order to be shipped to my JOB! So i need it here as soon as possible. I HAVE NEVER placed any order, even a custom order that has taken more than 5 days.
This is beyond outrageous, it has been damn near 2 weeks and you can't even provide a tracking number?
I need this fixed as soon as possible. What shipping is it with, i will call them myself since your company only gives me the run around.

I have been charged $117.oo out of my account and have been told the following verbatim:
Dear Kim, I'm sorry but your order is pending. I understand the your money has been withdrawn from your account, But we actually did not receive that so your order will be refunded soon. If you want it get your card sooner, I'm afraid that you need to contact your bank.
But if you want keep the order, I can help send a payment link. But please note that it will be late for Christmas.
We appreciate your understanding.
Regards,
Vera

Now how did the company take my money but not receive my order!?
Also in the payment they RECEIVED was a $19 or so payment for express shipping, so now if I get the order "after Christmas" I will have spent roughly $20.00 for NOTHING!

Prior to this happening they took out payments 3 times that I had to call my bank about. But I tried them again because some friends have ordered and have been happy.