• Soufeel

Soufeel

Overview

Soufeel has a rating of 2.02 stars from 888 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Soufeel most frequently mention customer service, tracking number, and business days problems. Soufeel ranks 156th among Personalized Gifts sites.

  • Service
    156
  • Value
    144
  • Shipping
    149
  • Returns
    115
  • Quality
    131

This company responds to reviews on average within 13 days

Positive reviews (last 12 months): 11.1%
Positive
3
Neutral
0
Negative
24
167
See all photos

What reviewers want you to know

Positive highlights

  • I'm please with the detail work and the exceptional customer service.
  • I found Soulfeel and ordered a photo charm with his picture, The charm came several days ago is absolutely beautiful.

Critical highlights

  • 17 business days later (I'm not counting the weekends)-- no Christmas gifts.
How would you rate Soufeel?
Top Positive Review

“Chrissy”

Nikola E.
1/3/24

Hello Soufeel & customers I'd just like to say thankyou very much for my dog pendant with my girl Chrissy on it. I love it! You've done a great job! Particularly in this Christmas and New Year time period :) This was a Christmas present to myself, I see my furbaby almost every day at my sisters because she's on a property, which Chrissy loves as she's a border collie, I'm in town with my partner, between 5-10mins away from where she is & my family, Lismore NSW, AUS. Have a great 2024 year Niki

Top Critical Review

“NEVER AGAIN - WORST COMPANY EVER”

Julia O.
1/12/24

Worst company with horrible customer service. I ordered a product over 40 days ago, added insurance as well as opted for Express shipping which promised delivery within 10 days. It's been 42 days, the shipping company they utilize doesn't seem legitimate (non existent email nor customer service) and Soufeel's customer service doesn't want to reimburse me although I payed for insurance and express shipping. HUGE SCAM. Don't buy from here

Reviews (888)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (219) photo charm (38) christmas gift (21)
Thumbnail of user juliao347
1 review
2 helpful votes
January 12th, 2024

Worst company with horrible customer service. I ordered a product over 40 days ago, added insurance as well as opted for Express shipping which promised delivery within 10 days. It's been 42 days, the shipping company they utilize doesn't seem legitimate (non existent email nor customer service) and Soufeel's customer service doesn't want to reimburse me although I payed for insurance and express shipping. HUGE SCAM. Don't buy from here

Products used:
Never got delivered

Service
Shipping
Returns
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for reaching out to us about your concerns Julia. We apologize for any inconvenience you may have experienced and would like to work with you to resolve the issue as soon as possible. To identify your purchase and provide the best solution, could you please provide us with your order number? This will allow us to locate your specific order and address any issues you may have encountered.

Thumbnail of user zmkp0360
1 review
2 helpful votes
November 29th, 2023

Don't waste your money, bought 3 projection bracelet. Projection doesn't work, too small to look through, to small to shine a torch through, looks cheap, it's an embarrassment to give as a gift. Customers service is not helpful, won't refund as they are custom. They remove negative reviews from their Facebook so they know that their product substandard. Don't be stupid like I was find someone to spend your hard earned $$ on

Service
Value
Shipping
Returns
Quality
Thumbnail of user cdnborn72
1 review
0 helpful votes
January 4th, 2024

I was surprised but not in a good way when I received my order. The charm was incredibly small and made of cheap plastic. Not worth what I paid at all. Very disappointed

Tip for consumers:
Very unhappy with my purchase!

Products used:
Charm pendant rose gold

Service
Value
Shipping
Returns
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for reaching out to us and bringing your concerns to our attention Dan F. We apologize for any inconvenience you may have experienced with our product. In order to assist you further and provide a suitable solution, we kindly request you to provide us with your order number. This will help us locate and address any issues you may have encountered more efficiently. Once we receive your order number, we will promptly investigate the matter and work towards resolving it to your satisfaction. Thank you for your understanding and cooperation.

Thumbnail of user lisal3637
1 review
0 helpful votes
December 10th, 2023
Verified purchase

I ordered a photo bracelet for a friend whose mother passed away. I received it the bracelet was nice but I am not able to see the picture at all. How do I give this to someone when they can't even view the picture. I have emailed and did chat support and have not received any help. They did say personalized items are not returnable BUT the product was not as described so please refund my money.

Tip for consumers:
Customer service is terrible

Service
Value
Shipping
Returns
Quality
Thumbnail of user nikolae6
1 review
0 helpful votes
January 3rd, 2024

Hello Soufeel & customers

I'd just like to say thankyou very much for my dog pendant with my girl Chrissy on it. I love it! You've done a great job! Particularly in this Christmas and New Year time period :) This was a Christmas present to myself, I see my furbaby almost every day at my sisters because she's on a property, which Chrissy loves as she's a border collie, I'm in town with my partner, between 5-10mins away from where she is & my family, Lismore NSW, AUS.

Have a great 2024 year
Niki

Products used:
Pendant

Thumbnail of user kimberlyo231
3 reviews
2 helpful votes
December 19th, 2023

My package was never delivered. Contacted Soufeel. They were rude & unhelpful. I had to file a fraudulent claim against them

Thumbnail of user kellil101
1 review
1 helpful vote
November 2nd, 2023

I ordered a charm but needed to make a change.I had VIP service automatically added and paid at checkout and still nobody answered. Scam.

Service
Value
Shipping
Returns
Thumbnail of user lubosl1
1 review
0 helpful votes
March 2nd, 2024

Piece of junk with very blurry bad photo quality,no refund no reship offered.also they refused to refund at all,AVOID AT ALL COSTS!

Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for reaching out to us and bringing your concerns to our attention Lubos. We apologize for any inconvenience you may have experienced with our product. In order to assist you further and provide a suitable solution, we kindly request you to provide us with your order number. This will help us locate and address any issues you may have encountered more efficiently. Thanks for your support in advance.

Thumbnail of user vickiw512
1 review
0 helpful votes
January 29th, 2024

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!

Products used:
Both bracelets are not able to be used as was not what was ordered or expected due to bad quality products

Service
Value
Shipping
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

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.

Thumbnail of user ianl381
1 review
0 helpful votes
December 31st, 2023

This company is an absolute scam. I ordered a product and still hadn't received it two weeks after it was supposed to have been delivered. I contacted customer service numerous times and all I got were automated emails and copy-and-paste responses max I asked direct questions about the tracking number and shipping company and was ignored. I asked for the situation to be escalated and was ignored. I reached out via their website and was twice told a manager would call me and I never heard anything either time. The products ship from China and the best I've been able to ascertain is that they use some shady Chinese company to get the products to America and then use USPS once the product clears customs but their shady Chinese delivery company doesn't have a functioning website and it seems like most packages get flagged by customs. It wouldn't be a big deal if they provided more accurate shipping estimates or responded to questions but they don't.

Value
Shipping
Returns
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for reaching out to us about your concerns regarding our order Ian L. We apologize for any inconvenience you may have experienced and would like to work with you to resolve the issue as soon as possible. In order to identify your purchase and provide the best solution, could you please provide us with your order number? This will allow us to locate your specific order and address any issues you may have encountered.Thank you for your cooperation and we look forward to working with you to address your concerns.

Thumbnail of user angelh342
1 review
0 helpful votes
December 8th, 2023

I placed my order November 3rd and was supposed to receive it, by latest, November 16th. I have emailed several times. I have asked them to resend it, asked for a refund, a partial refund. Was sent an email that my package was stopped in customs. That was over a week ago. Extremely displeased. Horrible customer service. Why is there not a number to call? Very ghetto. Do NOT recommend.

Thumbnail of user may.crespo
1 review
0 helpful votes
February 18th, 2024

Placed an order on january 15 (it was a valentines gift for my hubby) and the delivery time mentioned 5-7 days.
Today its March 3rd and still nothing.
I contacted their customer service, and the lady was very rude, they didnt helped me or could tell me when I would receive my items and mentioned, if I wanted a refund, they would only return 70% of my money.

Products used:
Still waiting for my order, i think its a scam

Thumbnail of user rosal263
rosa l.
1 review
0 helpful votes
November 30th, 2023
Verified purchase

I was a little worried with how the product would turn out based on the image I submitted. But after working with the team and providing feedback I couldn't be more happier with what I received. It will make a fantastic gift and it really turned out great!

Thumbnail of user kelisb1
1 review
0 helpful votes
December 16th, 2023

Definitely not what I expected. I've bought a lot of things online and I must say this was the worst purchase I've made. They made it seem bigger then what is was.

Service
Value
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

We apologize for any issues you may have experienced with our product Kelis B, and we are committed to addressing your concerns and providing a solution that meets your satisfaction. However, we are currently unable to locate your order without additional information. Can you please provide us with your order number? This will help us identify your order and help us understand the specific issues you may have encountered. Thank you for your understanding and cooperation.

Thumbnail of user oliviam986
1 review
0 helpful votes
December 11th, 2023

I ordered here to get someone a personalized item and I even paid an extra $25 for express shipping for it to be delivered 2-4 business days. It has been over a month, no refund, no package. I have emailed this website numerous times and they don't even bother checking emails, you get sent to the automated messaging. Whenever I go on the website to see where the hell my package is it says it is still processing. I have ordered from here before and the item I ordered was not at all what was described you can not even see the photos because of how small it was. I know I was foolish for ordering there again but I needed a personalized item. DO NOT WASTE TIME OR MONEY HERE!

Tip for consumers:
F*** this store dont waste your time or money

Products used:
Necklace

Service
Value
Shipping
Returns
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

We are sorry to hear that you are dissatisfied with your shopping experience, and we would like to assist you in resolving any issues you may have encountered. However, we are having difficulty locating your order without a specific order number. Could you please provide us with your order number so that we can better assist you? Our team is committed to providing timely solutions to address your concerns, and we appreciate your cooperation in helping us resolve this matter Olivia.

Thumbnail of user stelanyp
1 review
0 helpful votes
December 22nd, 2020

Chegou bem no prazo, produto lindo e de ótima qualidade, com detalhes, atendimento rápido e eficaz...

Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Obrigado por seu apoio, compartilharei suas amáveis palavras com nossas equipes. Tenha um descanso maravilhoso da sua semana.

Thumbnail of user ciarraw2
1 review
0 helpful votes
February 3rd, 2024

I ordered a wallet at the end of December and payed about 50 bucks for the custom made wallet. It was expected to be at my address on January 4th. January 4th comes and I check the tracking number and it tells me it got to the wrong post office and the post office sent it back because my address was not one this post office ships too. I contacted the post office as soon as I had seen that it was there as it was the next town over only 5 Mintues from me I was going to have them hold it and I could come get it. Post office told me they can't do that and that they must send it back. I reached out to customer service on Soulfeel and described my issue and asked for a refund. They told me they can not give me to contact the post office. I told them I have already done that and the post office can not be of assistance. They also told me they can not give me a refund per " company policy " until the package returns to thier facility. I waited 6 weeks and kept contacting the customer service within reasonable time spans to see about a refund as it should have returned or may of gotten lost in the mail. They kept telling me I have to wait " days " as they put it and they refused to give me at least a estimate for how long so finally after that I messaged them again apparently they got the item back and " destroyed " the item and said that I can get a refund or they can remake it and resend it. But because I've waited so long and didn't want to maybe not get the package again I opted for a refund. They gave me the refund and told me to wait 7—20 business days for the refund to show on my account and they said " if the refund doesn't show in 20 business days to contact my bank or payment provider for further assistance" well we will see considering I used chime...

Tip for consumers:
I think what would be helpful is that any one considering to order off the site should be weary of customer service does not care about you getting your product and they drag out the process of giving you a refund by as long as they can it seems.

Products used:
Was supposed to be a photo custom wallet which I never got

Service
Value
Shipping
Returns
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for bringing this to our attention Ciarra. We apologize for any inconvenience you may have experienced with our company. We want to assure you that your feedback is important to us, and we take it very seriously. We appreciate your patience as our customer service representative has already responded to your email and provided a solution to address your concerns. We understand the importance of timely and efficient service, and we are committed to ensuring your satisfaction.

Thumbnail of user tomsv1
1 review
1 helpful vote
July 21st, 2022

The calendar's position is not the best. The image looks good but it arrived today and was already lacking a portion of the layer on top. Overall, expected a better quality for the price paid, nevertheless I don't feel scammed since I ended up receiving something, but I am indeed disappointed and will surely rethink where to buy my next gift.

Tip for consumers:
You can't relly on the photos they post, better ask someone who already bought the gift you're looking for.

Products used:
Keychain.

Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

We appreciate the additional details of your experience Tomás, Again our apologies for the disappointment we've caused. We'll make sure to communicate your sentiments to our teams. Thanks for your time and bringing awareness to your experience. Please offer us more information, such as your order number, the full name & e-mail address used when makiing order so that we can contact you and help further?

Thumbnail of user rosemaryr191
1 review
0 helpful votes
May 18th, 2022

I am very happy with the moonlamp and the photo looks great, the writing on the back was correct even although I made a mistake in the spacing. My only negative points are very long postage plus the packing box was all bashed and torn, a fragile sticker could have prevented this as I was expecting to open the box to a broken lamp, thankfully it's all intact and actually looks great while lit up.

Tip for consumers:
Just state your experience honestly.

Products used:
Moonlamp

Service
Value
Shipping
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for taking the time to share your recent shopping experience with us Rosemary and we apologize for any disappointment caused. As we're continuously striving to provide an excellent customer experience, your comments were addressed to our teams.

Thumbnail of user madisond57
1 review
1 helpful vote
May 15th, 2020

I ordered socks for mothers day 3 weeks early. A week early and they still aren't here! Order isn't even in the system and they won't answer me. Paypal isn't helping get my money back either. They suck. Don't order from there!

Tip for consumers:
DONT!!

Products used:
Socks

Service
Value
Shipping
Returns
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

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.

Thumbnail of user reemap7
1 review
3 helpful votes
February 18th, 2022

My Husband ordered a bobble head that should have looked like us. However, they messed up on me! We asked for our refund back multiple times but they wouldn't. They kept offering partial and that's not right! Oh and they also said, "you can paint the skin color yourself!" Are you freaking kidding me! This company is a scam! Do not purchase anything from here or you're regret it!

Service
Value
Quality
Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Thank you for taking the time to share your recent shopping experience with us and we apologize for any disappointment caused. As we're continuously striving to provide an excellent customer experience, your comments were addressed to our teams. Would you please let us know your email so that we can contact you to help further?

Thumbnail of user clarkeh1
1 review
0 helpful votes
December 23rd, 2018

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.

Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

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.

Thumbnail of user alliew42
1 review
14 helpful votes
February 10th, 2021

I placed an order for custom boxer briefs for my boyfriend on January 19,2021 and my card was charged immediately but I still have received no confirmation email, no tracking information, and cannot contact ANYONE for customer service help. Unbelievably disappointed and disgusted with this type of service. 10/10 would NEVER recommend people who scam others, especially in a Pandemic.

Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

Hi, we are sorry for the unnecessary trouble to you, if you have any questions, please contact our customer service and send email to cs@soufeel.com we will solve your problem as soon as possible.

Thumbnail of user juanp187
1 review
0 helpful votes
January 10th, 2020

I wanted to share my experience with this website and that everyone decides. I have placed an order on black friday and it arrived on January 5, and when it arrives it is not personalized. So I decided to write to Soufeel and his answer is that I have sent them a photo in black, when in the personalization of the web the photo was perfectly seen. And they DO NOT do anything, they just say that I have sent them a photo in black (when it is false) and that they will not do anything. Now everyone can decide if they want to be scammed

Thumbnail of user soufeelj
SOUFEEL J. – Soufeel Rep

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.

Thumbnail of user allisonb449
1 review
1 helpful vote
October 3rd, 2022
Verified purchase

I wasn't sure what to expect ordering from this company, as there are mixed reviews on every site. However, I was pleasantly surprised.
I ordered a keychain last week (about 9 days ago) and it arrived today. I purchased standard shipping, which should have had the item here in 8-11 business days… it's only been 6, and the product even ended up coming before my boyfriend's birthday (which is amazing as it was intended to be his gift and I didn't think it would come on time).
Customer service was also very helpful, they sent the wrong link to track my package at first, but it wasn't a big deal because replied to my email promptly with the correct tracking site and code so I could find my package.
The quality of the keychain seems pretty good, one thing I would mention is that the exposure on the picture seems to be quite high, but it doesn't affect the look too much (that's my only reason for 4 stars instead of 5). Only time will tell the long-term quality of this item, but for now I am very happy with my product and with the service from this site.

Products used:
Keychain

Service
Value
Shipping
Quality

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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...

Company Representative

Thumbnail of user soufeelj
SOUFEEL J.
Typically responds within 13 days

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2.0
888 reviews
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