If I could give this company a zero I would! I order a product In early December an on their website it had a banner promising orders
To arrive before Christmas needless to say that never happened! When you visit the companies website it advertises being based out of New York which is absolutely false... they are out of China. The customer service
Says the order will be received by 5-8 days after shipping... again false... I have still yet to receive my order... I even at one time during this processed payed to expedite my shipping thinking it would still have a chance on getting this item before Christmas... the took my money only to be informed that it could not be expedited and told they would refund my shipping and have yet to receive that either... Horrible experience... do not order from here!
This company makes products offshore, the service is terrible. They make your product incorrect, and then they tell you that they wont fix anything for free, the only way you can get them to make what you ordered is to pay them 30% of the whole bill. They refuse to refund or fix their own manufacturing mistakes, the customer pays for their mistakes. This company is dodgy and should be avoided!
Hi Nicole B, I am sorry to bring you a bad shopping experience, we will continue to improve. I hope you can forgive me if the service is not good. I wish you a happy life. Please send us your order number so that we can continue to help you solve this issue, thank you.
My charm is the same. The picture is so small and so dark that you can't even see it. I am really disappointed with it. Not to mention that even though they advertise delivery in 2 to 5 business days it took 13 days from the time ordered. I was never able to reach them by phone and no one returned my phone calls when I left voice messages. I would no recommend this company. I was going to order several more picture charms but I will not order now.
Hi Carol, please accept our apology for letting you down. No purchase at Soufeel.com is complete until you are completely satisfied. Our 365-day money back guarantee gives you time to make sure your purchase is completely satisfied. Could you please send an email to cs@soufeel.com so that our customer service can assist you? Thank you! -Tiki
I bought my bracelet and lots of charms from soufeel. They took a while to arrive but they were worth their wait!
I am in love! They're top quality, with the most beautiful collection of charms. Much better quality than I'd expected for the price too. I wanted something within my affordability, and I got that with soufeel.
I would highly recommend soufeel products. I'm still waiting for the arrival of more charms, and I can't wait for them to get here! I will most definitely be ordering more. Thankyou!
I've ordered memorable charm on Jan 22,2016 and had received on Feb 5,2016. I was given shipping update from time to time through 'Track My Order'. I'm very please with the product quality and will definitely place my order again.
I ordered 2 name necklaces on 12-04-17 and they have never came in, was notified that it was shipped back to them. Very disappointed with Soufeel, now im scrambling to find a christmas gift this late into december. DONT BUY
We apologize for letting you down, David! We will improve the process of orders in the future. We appreciate your patience and understanding. Please feel free to send an email to cs@sofueel.com including your order number, so we can look into this further for you. Thank you! - Alison
I purchased 4 personalized bracelets on 10/26/17. The website clearly states orders would be shipped within 3 business days.
As of 11/15, my items still have not been shipped. I have been emailing the company since 11/4 only to be advised that they are still working on it and that the orders are manually completed. All they are doing at this point is giving apologies.
I will not recommend this company to anyone and definitely will not be a return customer. "Sorry" Soufeel as you stated to me.
We apologize for letting you down, Dawn! We will improve the process of orders in the future. We appreciate your patience and understanding. If you need any further assistance, please feel free to send an email to cs@sofueel.com. Thank you! - Tiki
I placed an order on 11/24/2021 and my order has yet to arrive. Tried contacting customer service regarding matters, was sent a false tracking order and they stated I could not have a refund. These items were suppose to be Christmas gifts for my mother who just lost her father and my brother, and a gift for my wife who just lost her father as well. Very sentimental gifts, that I can now no longer gift them. Highly disappointed and upset. Save yourself the time and do not order from this website.
When my order was apparently delivered to my residence and I never received it. Soufeel Jewelry customer service was helping me every step of the way. We kept in contact through email and they were quick at responding to my questions and concerns about my package. Its the best customer service I ever received when something goes wrong. It wasnt their fault about my stolen package but I felt like I received more help than the actual shipping company USPS. Which was amazing.
Thank you for giving us the opportunity to serve you, Liza. We are happy to hear that you love our items, and i will be sure to share your kind words with our teams. Have a nice day!-Alison
I haven't received my order yet, which is not my case. They charged my card a seperate amount from the $53.93 then another $0.45 without my permission. I emailed the company and got a response saying my bank charged me a fee because it is in another country, however I live in California and bought stuff as far as China and never has this been the case. I will not be giving them business don't bother buying anything from here their rip offs
We are really sorry about this inconvenience caused to you, Lexie. Please send email to cs@soufeel.com about your order details so that we can help you look into this further. -Alison
I'm December 23rd 2018 I wrote a review on this company titled avoid. Since then I have had multiple contact with someone named Tracy from the company. After many back-and-forth emails Tracy informed me that they would send me a refund for the cost of my item and don't bother sending back the item as it was a customized watch and they had no use for it.
I'm happy to say that my refund was deposited into my bank yesterday January 5th 2019.
It appears let this company does have a soul after all and then in regards to ordering from them be very explicit on what it is you want and what it is they're giving you.
Thank you Tracy from Soufeel for doing the right thing.
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.
Made a purchase that unfortunately was not working for me. Contacted Soufeel and customer service rep. Tracy was very very understanding, helpful and worked to resolve my issue. I was surprised by the quick response and happy that they stand behind their products.
Hi, we are so glad to hear that. Thank you for your support and understanding, we will do better in the future.
It's almost May and guess what? I still waiting for my package. Every day I track my order and still in the same location, it's disappointing because they have good products but you have to wait like months to receive them.
Hello Diana, 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.
Ordered 4 personalised charms and they were all perfect. A couple of my pictures I used were a good year old but you can't tell at all really good quality. Definitely recommend and will be using again myself. :)
Thank you for your positive review, Alex! Enjoy your shopping here! -Rosa
DON'T ORDER: Ordered a personalized bracelet for my partner for Xmas. It arrived and looked great but the latch broke within days. They sent me a replacement. New latch is working at moment BUT now the coloring is coming off the name tags and looks shocking after 3 days of wearing. So can't really wear either and all they can offer is a refund of 25%. REALLY REALLY DISAPPOINTED!
Thank you for bringing your concerns to our attention Vicki. We sincerely apologize for any dissatisfaction you experienced with our service. We acknowledge that our customer service representative will contact you asap and provide a resolution. Thank you for your understanding and giving us the opportunity to address your concerns. We look forward to serving you better in the future.
I love bracelet that's why I"ve been to a lot of website, and I found out that Soufeel's price is competitive. Quality is good, clasp is unique. Excellent customer service (Tracy). But make sure that you order the right size, because if not, you will end up paying the shipping fee for returning the item, and fee for the replacement.
So glad to hear that! We will do better in the future. Thank you for your suggest.
I ordered a photo watch for my granddaughter to give to her mother on Mother's Day. I am still waiting. Every email says it's been shipped but USPS says they never received the package. And every response to these reviews says email them to see what they can do. Can you give back the missed gift moment? I am still waiting for the Mother's day gift... I went through PayPal and I'm getting my money back... Gift Stealers/ Killers of joy
I'm so sorry about that. You could contact with our customer service, the email address is: cs@soufeel.com They could help you with it.
I've been shopping on Soufeel for about 2 years. I am totally satisfied. I have purchased charms, necklaces, sterling bracelets. I'm very happy with everything I've received. I have chatted with customer service through the website twice and always had good experiences with them. I recommend them to everyone.
Dear Terry,
Thank you for your support and we will always stand behind our items.
We cherish you as our valuable customer and hope you have a lovely day!
Best regards,
3 weeks later, still waiting for my order. They will not respond to my requests for a refund, they sent an email stating they "have too many emails to respond" to me, and their "live chat" is currently unavailable. Convenient that they don't have a phone number listed anywhere.
This is my first time to purchase from Soufeel. At first I had my doubts and a little bit worried. But, I did get what I wanted and the little charms look so cute and they are sterling silver. I ask their customer service about the transaction progress and order status by alive chat and they reply me so fast. I would definitely recommend them to my best friends!
Overview
Soufeel has a rating of 1.9 stars from 905 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Soufeel most frequently mention customer service, tracking number and business days. Soufeel ranks 194th among Personalized Gifts sites.
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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 Eric, I am sorry to bring you a bad shopping experience, we will continue to improve. I hope you can forgive me if the service is not good. I wish you a happy life.