Head Office
Souq FZ LLC,
Dubai Internet City, Thuraya 2 Tower,
Office 1902 Dubai, UAE
Customer Service
Phone: (+971)-4-437 0900
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About Souq
Souq is a Dubai-based e-commerce company founded in the year 2005. One of the fastest growing e-storesย in UAE, Souq deals withย a wide range of categories, from electronics, appliances to apparel. The website features more than 1 million products across 31 categories. Each month, it attracts over 45 million visitors.
As for products, on Souq you can find smartphones, laptops, tablets, televisions, small/large appliances, IT accessories, apparel, shoes, watches, fashion accessories, sunglasses, toys, furniture, perfumes, sports equipments, among others. You can shop by category or brand and narrow search results by type, price etc. The products listed come with detailed description and information on shipping, warranty and returns. Deal lovers have a specific section on the website with ongoing offers and discounts.
Payment for purchases can be made using Visa, MasterCard, Net Banking, Cash on Delivery or installment. All products are shipped within 3 to 5 working days. After purchase, if you are not happy with your product you can return same to Souq within 15 days for a full refund. A return can be scheduled by signing into your account on the website or speaking to the customer service.
If you deal with a specific product, you can sign up on the seller panel to feature your products in the marketplace and earn income. For more information or queries on payment, refund, cancellation, shipping, warranty, or others, reach the Souq customer service.
I have ordered a product ( HUAWEI P40 PRO ) on 26/03/2021 and had received HUAWEI NOVA 5 on 30/03/2021 , They have delivered me the wrong product and i have reported this problem on their customer care number. They replied me that they don’t have stock with them and if the stock arrive we will replace you the product. After a week i message them again that weather the stock is arrived , they told “No it will arrive after 4 days, after 4 days i have messaged them again, they have replied me the same reason ‘after 4 days’… for the past 3 to 4 months i am continuously messaging them and they are not replying me or responding to the message. please do the needful, hope i will receive the product soon.
Hi,
I have purchased iphone 6s through SOUQ but when i visited an authorized center in Delhi to report the malfunctioning of charging port,i discovered that i was a refurbished one.The reason being i have purchased it in 2019 and the the system at Apple authorized center reflects it being sold in 2015,which clearly means that i have been sent a used phone in new packaging .If SOUQ continues to do this it will soon its credibility and people will think twice before ordering.
I purchaesd an item with order id 402-2917889-1722749,Souq (amazon) itself cancelled my order after I have paid for that item.Now it has been 8 days and still I didn’t get any response regarding the refund.Help me out.
Dear Souq,
I have a Kindle e-reader, which I bought through Souq.com last year. But it’s not working well (I can’t go to ‘home’, stuck in one novel). Can you please let me know where in Dubai I can get it repaired? Thank you.
Best regards,
I buy from souq using my visa card and withdraw amount 255 SR from my card but process failed and my cart still have this items I selected and my amount not refund to my card
Kindly reply for this issue
I am a seller at Souq.com. Now really disappointed because of the worst quality of support. Such as no professional response, rejection of ads without reason. If the first ad has an objection then without check or verifies they continue to reject all advertisement.
After proprietorship of Amazone, we consider the service quality will improve but unfortunately it’s become worst.
I love your shopping site but what I do not like about it, is the fact that I can’t get it shipped to my Country. Please can you make that a reality?
Thank you
Why is there no contact email address for Souq.com?
I have a problem which is not included in the FAQ with no way of asking for help.
I changed my primary address then made purchase. Instead of sending them to the new primary address they have been sent to my old address.
TERRIBLE EXPERIENCE. I returned a Canon camera because the Live View Mode was not functioning. After three weeks of waiting and many follow-up phone calls to the Souq Customer Center, the Souq Service Center says the camera is perfectly fine and returns it. It was extremely frustrating to find out that the camera had still the same technical fault. I returned it for a second time asking for a refund. I’m now waiting for one month now and still I don’t have a functioning camera or a refund of my money. The people at the Souq hotline can’t help, they just say sorry and read standard text from the screen. I’m making no progress and the way Souq handles this case is really frustrating. I’m planning to escalate this to the UAE consumer protection authorities.
Hi Souq
I have purchased Seagate External HDD in Dubai, UAE from the online through Souq.com on 27/02/2017.Now its has problem in the read and write and the Souq/seller is not providing warranty.
I have contacted Seagate office in Holland and my product warranty is still exist as per there confirmation also checked only too. And they informed me to contact you for the replacement.
So, Please can you help me to resolve this issue.
Seagate HDD 2tb portable
Order-1062170432453
Serial No: NA8G1RBM
Dear sir
I bought an “Electric swatter Mosquito killer” by order no:- 1033081644177 from souq.com , UAE
Still there is light functioning. But the product is not working. Such a bad product.
What is the remedy?
Dear team,
I am a seller at SOUQ.COM and I am wondering Is there any return policy at SOUQ.COM which enable customer to use an out of warranty mobile phone for 2 months then after 2 months customer easily decide to return the phone because the phone didn’t come with its tax invoice. I provided an e-invoice to the customer which proof the sales transaction however the phone is returned.
1st : I don’t understand under which policy this return been accepted.
2nd : There is no right for SOUQ.COM to block other amount for other sales against sold item which I already collected its amount 1 month before, this is unethical treatment for the issue to block all my balance for 2 weeks because of 1 issue.
3rd : SOUQ.Com return policy mention that “the return of purchased item only can be accepted within 15 days as long as the product are in original condition in which it’s purchased and received”. In my case I sold a new sealed phone and the item returned after 50 days full of scratches and in very bad condition so under which policy this claim had been judged.
4th : I raised a ticket since 09th of Jan on seller dashboard ref # : #16054768 and no single response till now
5th : From my experience with SOUQ.COM in this issue and some previous issues that seller’s and customer’s support divisions are working under isolated islands, for example after the phone returned I got many calls from Seller’s support team and every time I have to explain the story from beginning because there is no files for complaint include every detail about the complaint and one of your team promised that they will collect the phone again from me and turn it back to the customer and so far the phone with me and the amount deducted from my balance of other sales.
6th : How come SOUQ.COM ask for registration of individuals without tax ID and trade license and then you accept the return because there is no Tax invoice.
7th : I hope to find answers for below 2 questions
– What will happen if I withdraw any amount immediately and there were no balance at the time of this return?
– Can I do this as a customer to buy an expensive item to use and then after long time I request the return under any reason? is it possible at your policy?
I hope anyone review this and give me feedback
Hi
I have returned an item last year don’t remember when exactly and I had refund of 65 AED and I filled in the bank form to be returned and nothing came in so far. I have emailed you before and no response. Could you please check it.
Made an order with old details that had been changed and didn’t get the package. So I redid the order using the new details and was given time of delivery through text like always. Unfortunately I never got a call or any delivery. The order is as follows
Order ID 1008725389213
Order date Sunday 23 2018
Good evening, I live in Dubai and is a regular customer. I was so happy when the credit card on delivery payment option became available. It is usually send as a SMS that informs you that you can ask the delivery person if you want to make use of the service. However, it seems that Souq delivery people don’t know about it or just plainly refuse…they then don’t have any change on them, that after they insisted you pay cash! Please educate your delivery staff on the services you offer. Also update the website to include the credit card on delivery payment option. This way the delivery person will know beforehand to have a card machine on hand. Regards.
Dear Souq,
Really disappointed with the shipping process, as I ordered 7 items and they are coming in 7 shipments for which I need to pay AED 10/- for each, which I will not. I chose the option to collect the package by myself and it says the same and that it will arrive in 7 shipments. I don’t care that they’r from different companies. There is one platform “souq.com” and I believe there is a way to receive all goods at one time. This process is really rubbish and not convenient. I will not pay AED 70/- to receive these small items, I’d rather take trouble and go to a store if this is the case.
Please do something to resolve this.
I used to be a loyal customer and fan of Souq.com, unfortunately this is about to change, reason simply being that the quality of support and serious errors in delivering me either:
1. wrong items or
2. not receiving items after confirming order on grounds of non-availability
3. most seriously and based on my most recent experience sending me a faulty ‘supposedly’ new i phone device I ordered, yet worse after returning item one day after receiving it being ‘surprisingly’ told that item was not in proper order and that it was working fine, did not take an expert to tell that any new brand new mobile device purchased would be factory sealed and in power off position both of which were not the case when I received it!!!so it seems Souq would reject either fixing the problem(one year warranty term) or refund also in line with Souqcom policy…
very sad and disappointing experience…awaiting resolution
I have ordered one carpet as part of black Friday sale and I received an email stating that my order no:1096718158163 is cancelled without any valid reason. If you can not supply this item ,why it has been placed for sale? I should have ordered some other item.Please look such matters seriously as it will affect the future customers and I hope your kind action will save the valued customers.
Hi Souq,
I dont understand why you keep sending people this message whenever we placed an order “Now you can pay with your credit card on delivery of your order. You may ask the delivery agent to provide you with this service”, your staff doesn’t have credit card machine!!!! last order i asked for fast delivery, the staff didn’t have the credit card machine, it was my wife birthday, the kids were excited waiting for their mothers gift and your staff has no problem at all to take the product back as I dont have cash, honestly you are one of the best shops I ever used, but whenever I find better I will immediately move because of such conflicts/ behaviors.
Thank you
My daughter purchased some gifts for her best friends Birthday on 13th June expecting delivery in 3 to 5 days. Bday party was on 21st. I get a call on 15th from courier for delivery and I mention my address…. courier says oh sorry I am wrong guy I handle some other area. ok I get a call after 2 days same reply. courier says I will call you in 5 mins still no response I call back to delivery man sorry I am wrong guy I handed it back to the company. I call customer service.. lady said I will address it 20 mins on hold no response. Later I called again the guy comes on line very apologetic and confirmed it will be delivered !! haven’t heard from them yet. I called today morning same story lady puts me on hold for 10 mins. Its a Amazon experience I guess. I was better off as old school go and buy from store its finished. Kids these days want to be digital and this is a pain go through and waste of time and energy. well done Souq.com !!!
I need to change the shipping address for my Order #1053041104417, please let me know how before they ship the items to me. I just placed the order and couldn’t know how to change the address after placing the order. please help
It has been almost 6 weeks now that I am trying to start my store on your Egypt Market Place with no success. I am trying to upload my products but failed. I have uploaded a Bulk file with all the products and images and waited that it is reviewed.
When I call the support team they keep on telling me that the content team is responsible to review the sent file and that they will call me in 48 hours.
I have raised several tickets from the seller support section and they keep closing the tickets without taking any action. (Tickets: #12739375, #12838923, #12840097, #12936833, #12926201, #12838923)
Dear Souq
I am a serious and routine customer of SOUQ. I don’t hesitate to share this fact that SOUQ is the best online shop in this region including KSA.
I want to share my recent experience with SOUQ as it went worse and I am afraid it will surely affect the customers like me. I wrote for a coupon query and I am receiving tickets and I wonder my problem is not resolved yet. Following are the ticket generated as a proof;
Ticket Received – [#11680436]
Ticket Received – [#11682508]
Ticket Received – [#11704588]
Please look such matters seriously as it will affect the future customers and I hope your kind action will save the valued customers. Bcz after such non-professional behaviour i will not be in the position to use SOUQ and suggest people as well.
Looking forward to hear from you soon.
regards
I can not buy with my credit card from Souq.com Egypt, However I live there, and I contact the customer Service, and they did not help me, they ignore my problem, they do NOT work well, and they are very lazy and are NOT helpful.
Hi I live in the UK. My daughter and grandson and son in law live in Dubai. I would like to purchase toys for my grandson on souq and have them delivered to his address in dubai but when I try to register my country is not listed. Also I cannot put my phone number down as again the choice for a UK code isn’t listed. Is it possible to buy from souq in UK and if so could you please tell how I do this. Thank you
Regards
Joyce McKinnon
I have purchased item on 24.02.17 for Aed.205/- out of
that for Aed.100/- I have used Khaleej times voucher
and remaining paid by credit card but today I have found that your debited my account for full amount Aed.205/- inspite of Aed.105/- so please refund the amount of aed.100/-