Soufeel are undoubtedly one of the worst companies I have ever ordered goods from. At this present time there is an ongoing issue with my merchandise, in that the photo charms look dull, instead of the bright ones represented on their website (all of the photos uploaded by me were clear and were of good quality), and one does not sit properly in the charm. After many emails, tickets raised and online chats no-one is taking ownership of the problem.
In the Christmas email I received from Soufeel they report on having a successful business, but I fail to see why, when they treat their customers with dissent, and are also satisfied with shoddy workmanship and poor quality control?
I also received another email which was entitled Please read the negative comments about us, which had the following text; As you may know, during the recent Christmas season, all the couriers including DHL were overloaded, as there were too many parcels to send every day, therefore, we received some negative comments on our Facebook about the delivery time, even though they loved our products very much. This statement I can only say in my experience is totally incorrect. DHL were fantastic at getting the item to me in the fastest possible time, once Soufeels shambolic and unprofessional operation had gotten the bracelet and charms ready for despatch, many days after they should have been. I am one customer that does not love their products, which is explained in more detail below.
Their customer services rank as the least diligent of any company I have had a problem with. I have had no reply to any emails I have sent (eleven total) and not one answer to any tickets I have raised (nine total). The Live Help is rarely online. When it is it times out after a few minutes requiring me to start the whole process again, calls often go unanswered and on one occasion I tried for an hour, with it regularly timing out and then the Live Help went offline how excellent is that. Even when I manage to have an online chat, the person at the other end does not do what they tell me they are going to do.
Let me now tell you in more detail of my experiences with Soufeel, so that hopefully anyone reading this can make an informed decision on whether to buy from this company or not; I ordered a bracelet and charms from Soufeel to the value of £208.53 on 3rd December 2015. Prior to this I had an online chat session with Jacky from Soufeels Customer Services, in which she assured me that it would be 3-5 days to manufacture the charms, and that it would take between 7-9 days for the order to arrive with me via DHL.
On 10th December 2015 I received an email from Soufeel advising me that my charms had still not been manufactured and that it will still take between 1 and 4 days before they are ready to be shipped. I replied immediately to this email expressing my dissatisfaction and asking for the order to be cancelled I never received a reply to this email, so on 11th December I raised a ticket, this of course went unanswered, but fortunately I managed to get an online chat session with Jacky, who advised me that the charms were ready and would be shipped that day this could not have been further from the truth, and I wish that I had insisted at this time that the order should be cancelled.
On the 15th December 2015 I received an email letting me know that my order was about to be shipped. This was four days after the assurance from Jacky that my order was being shipped on the 11th. Luckily the bracelet and charms arrived in time for Christmas, but only just. They arrived on 21st December, which by Jackys admission should have been around 12th, so some nine days after they should have arrived. By the time they did arrive I was wholly displeased at the service that Soufeel had provided thus far, as I had spent much of my valued time chasing up after an amateurish company.
To make matters worse one of the photo charms was poorly manufactured in that the photo was mounted incorrectly within the charm, and to be truthful the seven other photo charms were not as good as the representation of these charms on the Soufeel website. The photos on the charms that were manufactured for me are quite dull and washed out, when the original photos uploaded to their website were fairly bright and clear.
I knew that this was going to cause me more consternation trying to get Soufeel interested in this problem. I initially raised a ticket, but due to my experiences, did not live in hope that anyone would take any notice of it I was absolutely correct in this assessment of Soufeel. Next day I tried to get onto the Live Help. Europe was online, but it kept timing out. I kept reconnecting immediately, and eventually the persons responsible for their Live Help went offline, about an hour into me trying, without answering my attempts to connect. Next day I was more successful and it only took me somewhere in the region of six attempts, with me putting more and more cutting comments in the subject field. In the script of the conversation Allen quite clearly states that Soufeel are having problems with quality (thats beside the fact that they did not manufacture them within the time scales given to me by Jacky). The online chat appears to be going nowhere, and to be truthful left me feeling more and more let down and disappointed that I had ever heard of Soufeel in the first place. As I had a job to be getting on with I asked that Soufeel email me with what they propose to do. Needless to say no one has contacted me in the last three weeks since this online chat. This did not surprise me in the slightest and I knew at some stage I would have to put together an email and raise tickets to try and get the problem resolved. This Ive done, and over the past week Ive sent an email every day to customer support and also raised a ticket every day. Guess what; no-one has contacted me, so I have started a PayPal dispute and posted this review on various sites.
Update; PayPal will have nothing to do with the dispute, due to the fact that the items are personalised. They say that it is in their terms and conditions that this is the case. They have also taken Soufeel's word that the items were of good quality, without asking me for any proof that they were not. Apparently PayPal's Customer Services trained at the same establishment as Soufeel!