Why i will never buy from Souq or Jumia again


I’m sure that you’ve seen Souq and Jumia ads everywhere, whether you are on Facebook or on any website i’m sure you came across their ads which contains some amazing offers with HUGE discounts. There is also a big probability that you already receive their daily newsletters with their special offers and deals.

I have to say that these guys are doing very well in terms of online marketing, their customer service is also good not great. However, they are a disaster when it comes to their core business, the products they are offering in terms of quality and pricing.

I’ve been strongly hit by Jumia in terms of pricing, yes, they are very expensive, much more expensive than average market price, on the other hand souq have pretty good prices but many of the products are not authentic, they are just cheap or moderate copies of the original products.

Here is my experience with Jumia, i bought a Roller travel laptop case, a huge one that fits in lots of stuff plus a 17″ notebook for 750 LE. When i opened it i found the REAL price tag, 660 LE… This this is probably the real market prices as everybody know that jumia is already over priced.

Jumia - Rolling travel laptop case real market price

Jumia – Rolling travel laptop case real market price

I complained to their customer service, and just got back a reply offering me a 100 LE voucher when  i spend 300 LE on Jumia, they didn’t even bother themselves explaining the reason of what happened to me. Having escalated that issue to the management, they were very professional, they investigated that issues and got back to me saying:

Dear customer,

I want to personally apologize on the behalf of the whole Jumia team.

This gives you a very poor experience and I completely take the responsibility for it.

The price tag that you saw is different the the purchase price because it is the price for which we got the item from our supplier. This is not the retail price but a price negotiated with our supplier that is lower than the retail price. This is a special price from a supplier to a retailer (Jumia). On this price we have a margin which accounts for the difference of price.

However, I totally accept the responsibility for your bad customer experience. At Jumia we are working everyday to provide our customers with the best experience possible and in your case we obviously failed. I am deeply sorry for this.

As a compensation, please accept a 100EGP voucher with no minimum purchase: XXXXX

I hope you will give us another opportunity to serve you better.

Regards,

Head of Operations

I find their response very professional. In the second time not the first.

On the other hand my issue with Souq was not the price but rather the quality, Got a newsletter promoting Armani’s classic Acqua di Gio with a 25% discount so i decided to buy it choosing COD payment method, next day i got it, i was amazed about the fast service, i got my package with Aramex paid the amount in cash and this is what i found when i opened it

This is how the perfume i got from Souq looked like!! Terrible!

This is how the perfume i got from Souq looked like!! Terrible!

To begin with, this was the WRONG perfume, it was Aramni code 75 ML not Armani Acqua di Gio 100 ML. The package looked aweful, it looked old and had some wrinkles, and the plastic wrap was torn from the top, it seems somebody used it before. Actually when i saw this i understood this can’t be an original perfume so i wanted to make sure so i opened the box from the top and tried the perfume which was just like water and alcohol, a very cheap replica that you can buy for 20 LE not 500 LE.

So i made a complain, Souq sent somebody a few days later to pick it up, they will inspect the item and the return my money back in about 5 business days. The money should be available in my Souq account and then i can withdraw it or do a bank transfer to my bank account. They also said that the additional 15 LE for shipping and COD fees will be returned to me as well.

Long story short, the customer service of both Jumia and Souq were actually good. They responded to my queries within reasonable time and with reasonable answer.

The bottom line here, i’m never buying form Souq or Jumia again, i expect the problem to be repeated again, they have done nothing to prevent these kinds of issues from recurring, they only provided a remedy for me.

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36 thoughts on “Why i will never buy from Souq or Jumia again

    • paul says:

      i purchase a watch from souq.com which defective within a couple of week use. I post complaint and they return the item. After a week they send it to me again with the remark of repaired. When i open the pack found that they did not done anything and the unit is dead and not usable.Before i return, it was working but almost ten minute slow in an hour. But after their repair it was totally dead.I send mail to them but there is no any response from them.

  1. Emad Elsaid says:

    ده انا كنت بفكر انى بدل مانزل ادور اجيب من على اى واحد منهم، بس كده زى الفل، و كفى الله المؤمنين شر القتال

  2. "Kareem" Jumia customer experience team says:

    Hi Mohamed Salah,

    We are sorry that you have experienced this problem with us; please accept our deepest apology;be sure that we have aligned our operations with the suppliers to a very high level now; and yes we had a problem back then but you are never going to experience this kind of hassle anymore;our main every day goal is customer satisfaction,and we believe that customer comments and posts like yours are the reason why we can locate problems and solve them to reach better customer experience for all our customer.

    We really hope that you repeat the online buying experience with Jumia and let us know what do you think.

    • mohsalah says:

      Guess what Kareem? I tried it again and the service just got worse… Horrible experience… ده انتو لو قصدكم تقفلوا الشركة مكنتوش عملتوا كده

    • mustafa al dessoki says:

      على الرغم من ما سمعته و قرأته في هذه المشكلة الا انني قمت بالشراء من جوميا بناءا على سببين الاول اهتمامهم بالرد و الاعتذار و الثاني هو تحمل المسئولية و معالجة المشكلة و متابعة ما يقال بهذا الشأن و تجربتي الشخصية بدأت منذ ساعة حيث استلمت الطابعة الا انها لاتعمل بشكل صحيح فقمت بالاتصال على خدمة العملاء و كان الرد ايجابي و محترم و انا بانتظار ان يتم حل المشكلة و سوف اكتب بامانه ما حدث معي و اتمنى ان تحظى مشكلتي بعلاج عاجل و فاعل لانني اقدر اهمية ان يكون هناك شباب يعمل بجدية ليكسب عيشه بطريقة مشرفة و مساهمتي هنا من منطلق حرصي على المصلحة العامة .. ارجو من جوميا اخذ رأيي بالاعتبار مع الشكر و التقدير

  3. Garry says:

    I think aside from these problems, my main issue is about the product specially perfumes. Are they originals?
    I bought Guess Perfumes, I got it on time from Souq.com but I have doubt of using it unless someone can confirm that this is original.

    • mohsalah says:

      Most of their perfumes and watches are fake unfortunately. You can now it from the quality of the packing material, also it has some codes under the bar code, you can check it online

  4. "Kareem" Jumia customer experience team says:

    Hi Mohamed,I know that you are not waiting for an apology or so,As i have learned “you can confirm” that our CS senior supervisor has offered you a 2 days lead-time to get the watch for you for free but that was not what you are looking for,i totally agree with you that what we promise must be fulfilled under any circumstances,let me elaborate on what happened: Firstly your order has been shipped on multiple shipment because some of the items are being now shipped directly from the supplier as per the new process to save delivery time,hence some orders will contain 2 or even 3 shipments depending on the products purchased,Secondly regarding the out of stock watch what happened is that the supplier didn’t update us withe correct stock of the watch that day,that is why we didn’t take it offline and that’s why you were able to purchase it,our out of stock rate is 1.5% and i am disappointed that our trial to win you back has met a 1.5% chance for this bad experience.

    As you have turned down multiple compensating ideas,please come up with what you think will compensate you and send me on my email you got,and i will make sure it happens in an efficient way.i deeply apologize one more time.

    @Garry we have a fashion experts team who never pass any fake products to be created online, you can try and you can always return the product if you have the slightest doubt that it is fake.

    • mohsalah says:

      >>” Hi Mohamed,I know that you are not waiting for an apology or so,As i have learned “you can confirm” that our CS senior supervisor has offered you a 2 days lead-time to get the watch for you for free but that was not what you are looking for,”

      Yes confirmed, that’s true it was for a birthday of a friend that i’ve missed because of your delay and had to go to a gift shop and buy “Ay 7aga” for him. Have you notified me 2 weeks earlier that the item is not available in stock, i would have found an alternative. It’s hard to fix such kinds of damages.

      >>”i totally agree with you that what we promise must be fulfilled under any circumstances,let me elaborate on what happened: Firstly your order has been shipped on multiple shipment because some of the items are being now shipped directly from the supplier as per the new process to save delivery time,hence some orders will contain 2 or even 3 shipments depending on the products purchased,Secondly regarding the out of stock watch what happened is that the supplier didn’t update us withe correct stock of the watch that day,that is why we didn’t take it offline and that’s why you were able to purchase it,our out of stock rate is 1.5% and i am disappointed that our trial to win you back has met a 1.5% chance for this bad experience.”

      You never get my point, my concern was not that the item was online while it’s an out of stock (although that would be a valid concern), my concern is that you just REALIZED it is out of stock 2 weeks later after making the order! In other words my order fallen through the cracks and you just followed up when i started calling you and sending you messages about why my order is late.

      One more thing that you never apologised for and never mentioned in your message is your RUDE call center agent “Sherif” who shouted at me and hang the phone! he also refused to give me his full name. Don’t you see this as a part of the problem having impolite agents?

      “As you have turned down multiple compensating ideas,please come up with what you think will compensate you and send me on my email you got,and i will make sure it happens in an efficient way.i deeply apologize one more time.”

      I’m not going to bargain with you about the compensation, you offered me a watch which i don’t need anymore so i didn’t accept. I also refused to received the rest of the items, i went to carrefour and bought what i need in 10 minutes.

  5. noob online seller says:

    hahaha, after i read this, now i knew not only me experienced this.
    As a Malaysian student here, i have no choice when i want to buy something online in Egypt. i must go souq, or jumia. about half month before, i bought earphone from souq, really, i feel very excited, when the xiaomi earphone in here is about the same price ni malaysia, about 100le. so, i ordered 1 from them. after 15 f*cking days (a bit long, but i dont care as my earphone safely delivered without no damage or broken), then Aramex delivered it to me. but when i opened it, i was like, ‘dude, what the f*ck, you are kidding me right? u think i’m stupid, right? f*ck you’. what they subscribe was 2nd generation of xiaomi earphone, but what i got was 1st generation one. now i feel cheated, ah, u give me cheaper earphone for a higher price. wtf. i go to souq page and made complains to souq, and look for the seller u sell this earphone. only 63% are positive feedback. i read all comments from costumers. ahh, damn. i got cheated.

    then i go to souq page on facebook and spam comment “why do you let this cheat/scam dealer sell in souq
    http://egypt.souq.com/eg-en/3rafoty/p/

    after i deal with souq, they said they will take back the items.

    yesterday Aramex come back to take the earphone, arghh. if i knew earlier, i wouldnt buy it from souq,
    it’s better to shopping online in Malaysia, as the price is cheaper, fast delivery & the contents are the same as described in the info…

    i wont buy anything from souq again. f*ck you souq

  6. Bassem says:

    I agree 100 percent, I had very bad experience with souq egypt , they have very slow service, and sometimes they forget your order, products are not the same for example I Purchased perfume they sold me eau de toilette. I ordered another product and they wrote that It should be delivered within 3 days and I waited 8 days after that I called them they say it’s out of stock. and they cancelled the order.
    I still don’t know how they train their people and this stupid workflow work for them. maybe they hire boneheaded people or they’re actually stupid in nature. all I know that this business should close down.

  7. Elias says:

    I bought an LG G2 from their site, which seemed as a good, but 2 months later, the phone stopped working. It got all heated up, the battery nearly exploded and the screen got bent from that.
    When i contacted customer service for the warranty claim via email, they informed me to return it and they will fix it or else refund the full price. Yet later when I called them, they refused to claim it under warranty for hardware maintenance, and said that their warranty only covers software! After arguments, they said they’ll pick it up, but it will take 2-4 weeks to be checked!!!
    I don’t know, but if you put a one year warranty and say that we’ll fix it within 7 days else we’ll refund it, that should be the case.
    Really really, bad after sales service, rude and the their warranty is just there to lure you in.
    Site to be avoided.

  8. Choubachy says:

    Let me add insult to injury…

    I trued JUMIA only this year, and I’m never using their services again! Why? They lack integrity, and they don’t even want to address it properly.

    I’ll share the detailed email I sent them a yesterday as a last act of care from my end (like I’m expected to care this much to begin with), yet let me give you the gist of what happened:

    I purchased two separate items on two different days, and I wrote reviews. Something I’ve been doing with Amazon, ebay, etc. whether buying from Egypt or outside of it. JUMIA seems to have a different understanding of what a review is; if a review does not prais me (JUMIA) or the product we sell, it’s not going to be published. I wrote 3 reviews, which had good and bad btw, but NONE of them got published.

    I sent out the following email which they should have replied to already, but seems like they don’t care much.

    Here’s the complete story:

    “Subject: Last try before I go public!!!
    Date: Yesterday 12:37 AM
    To: wecare@eg.jumia.com

    Hi,

    This is my final attempt at receiving a decent enough reply to my complaint before I take this public on social media and, quite possibly, to JUMIA CEOs and Co-founders. Let’s see if the “WECARE” before the domain name is not just a nice sounding email ID.

    This is not a SPAM! Read on, please!

    I used JUMIA services for the first time ever in November, then a second time in December. Both times, I had a good seller/buyer experience. Like I’m used to, I logged in to my account to leave reviews on the products I purchased containing good and bad about the products and the sellers. This is when my agony and frustration began.

    I wrote 3 reviews in total; one on each of the two products I bought, and one on a seller. None of my reviews got published. My reviews are void from any sort of obscene language and/or SPAM, so they should pass content validation. I called the support center to understand why my reviews were not published. The first time I got a reply that the website was under maintenance/update which might have caused this “bug” to occur. I was told then to wait 24 hours and my review will “certainly” be published. 24 hours later… NOTHING!

    I slept on it a couple of days just in case, then I checked to see if my reviews got published on the website. Again, nothing! I published all 3 reviews a second time in case the first attempt didn’t register on the server then checked the website 2 days after and found NOTHING. I called the support center once again and explained the case all over. This time the support representative told me that she would raise a ticket with a team for further investigation. I didn’t hear from any of the JUMIA team on this for almost a week, and none of my reviews is published still! I called one last time to vent out. The support representative had no solution for me, and that’s when the idea of going public with how frustrating this is got to me.

    I received a call from one of your supervisor eventually. She tried to understand what’s happening and offer help. In an extremely UNPROFESSIONAL manner she wanted me to explain to her yet again what is it that I’m complaining about. I had to guide her through a better way of going about this; check with the representative who informed her and use my registered phone number to get all the history which should be available on the system. She did, I have to admit. To make a long story short, she promised me a call back after investigation. A call I never received.

    I called your support center 3 times, and received a supervisor call one time and my question is not yet answered. It’s a simple question, really; why aren’t my reviews published?

    I’m an Information Technology Service Management Transition and Transformation Senior Leader, who also happens to be an End-User Support Information Technology Delivery Senior Leader, at a highly reputable international company. To me, wasting over 2 weeks without feedback from a team investigating a potential bug is nonsense.

    This shows lack of integrity; what I’m getting here is that if a review says all the positive things about a particular product, seller, and JUMIA services it get’s published; if not, it gets trashed! Other online markets [Amazon, eBay, etc.] work on integrity basis which is how they’re successful. I use Amazon services all the time in Egypt or outside of it, and I’m NEVER denied an honest review. I will NOT shop through JUMIA again nor recommend it until this is addressed.

    You can use my phone number to view my orders and track reviews: 01000 840805. You can also contact me on it during weekdays.

    Now, here are the MENACING reviews which never got published:

    Purchase date: 2014.11.29
    Order #: 300752655

    Review:

    “I purchased this power bank for my wife to charge her old trusty Samsun Galaxy Nexus [the last produced by Samsung: l9250] and she’s been happy with it.

    This is my first purchase through JUMIA. The shipping was swift. I got my product in 3 days; very nicely packaged with a good amount of bubble wrap and in a good-size box. JUMIA did an excellent job in making sure the product is delivered in good condition.

    BUT… The product packaging itself, the plastic package which encloses the power bank, was surgically cut around the power button area. It’s not completely torn off and was still sealed from all edges, but there was this very precise cut at the power button area which looks deliberate. As is somebody wanted to test the product before shipping it to me to avoid returns (not a clever idea). I contacted JUMIA about this and they told me they could replace it for me if I wanted to. I would’ve if the product itself was not working properly, so I bared with it. This cut is why I’m dropping 1 star off the rating.

    Here’s what I like about this nifty power bank:

    – sleek design
    – great pocketable size
    – well built and doesn’t feel flimsy when firmly held
    – the aluminum packing gives it a premium look
    – bright LED battery indicator
    – good quality charging cable
    – works ad advertised

    My wife’s phone has a 1750 mAh battery and she gets at least 2 full charges out before the charger dies out. This is a 5200 mAh; 2 charges are fine if remains consistent.

    Last thing I noticed… the same power bank is offered for less on SOUQ. Too bad I noticed the price difference after I made my purchase, so keep that in mind.”

    Prucase date: 2014.12.02
    Order#: 300897155

    Product review:

    “There’s not much to say about the game itself that you don’t already know if you’re checking out this title. This game is superb!

    Shipping was fast… I got my copy in 2 days.

    Packaging was decent enough and made sure the disc was well preserved.

    A head’s up though… I was able to justify the price only when I opened the package. The game came sealed and all, but it says “NOT TO BE SOLD SEPARATELY” on both sides of the box. This game seems to be part of a PS3 bundle and the seller decided to sell the bundle items separately. Not much of an annoyance though provided the price tag. It would cost you more to purchase it from Amazon or the PSN for the game alone!”

    Seller review:

    “I bought The Last of Us for such a good price from IBS Marketplace. Delivery was within two days, and the product came shipped in a nice package.

    I wish I could say the product was entirely not damaged, but there was a slight tear in the plastic wrap around the disc cover (seal was still intact), and the cover flaps weren’t perfectly aligned while closed as if the game was dropped and stepped on at the edge (disc unharmed thankfully). I’m taking away one star for this reason.

    I was able to justify the price only when I opened the package. The game came sealed and all, but it says “NOT TO BE SOLD SEPARATELY” on both sides of the box. This game seems to be part of a PS3 bundle and the seller decided to sell the bundle items separately. Not much of an annoyance though provided the price tag. It would cost you more to purchase it from Amazon or the PSN for the game alone!”

    Awaiting your reply!”

  9. mohamed arafa says:

    http://egypt.souq.com/eg-en/3rafoty/p/”
    انا محمد عرفة صاحب المتجر على سوق دوت كوم
    احنا بنعرض المنتجات كلها وبارخص الاسعار ومن حقك لو المنتج معجبكش ترجعه خلال 3 امام من استلامه بدون اى تكلفة عليك وانا فى خدمتكم واتمنى اى حد واخد صورة وحشة عنى يحاول ينصحنى وشكرآ

  10. Mohamed Taneer says:

    29/03/2015
    I have tried their Perfumes and i can tell you for sure if you are a perfume regular user you can tell it’s not genuine (fake)… all of the perfumes don’t last for long.. i just received my Guess perfume today and it doesn’t last for 5 minutes.

    انا جربت ال يوفوريا الرجالي من عندهم و ريحتها بتروح في ربع ساعة .. و اديتهم فرصة تانية و جبت ال Guess by Marciano perfume و ديه لسه واصلة دلوقتي و للاسف ريحتها ضعيفة جدا و بتروح في 5 دقايق

  11. Mohamed Taneer says:

    Bottom line is that Buying from Jumia.com is a complete waste of money and time you better try what you buy before you buy it, Jumia’s Offers are sure tempting but don’t be fooled by the looks because their core products are worse than fakes… Sorry Jumia.com but you failed many customers with your low quality products and unprofessional CSR agents…

    No more purchases from Jumia.com/Egypt

  12. Omar says:

    Hello guys, I wanted to add on my own experience, though I’m not really going into details.

    i only want to confirm that Souq.com is off the table If you look for quality, you won’t get price cheated, but you won’t get what you’re looking for either.

    But when It comes to Jumia.com, You’d better check out Aliexpress.com, you’ll get anything on Jumia.com with same quality of production for almost half the price, including sale taxes AND across country shipment. Jumia.com is simply too lame.

  13. Nadia says:

    ا bought a fitness item from Jumia . The delivery was fast and in all fairness i am satisfied with both the product and the pricing.

  14. Ahmed Afifi says:

    After reading all this long page with all comments, which is something i rarely do
    but it is really exciting to hear everyone’s experience with the biggest eCommerce websites in Egypt.

    What makes me post this comment, is that almost everyone told his experience with Jumia and souq which was a bad one, come back and deal with them again saying ” i give them another chance ”

    i think if there was another eCommerce retailers to deal with , there would be no second chance, what i am trying to say is that these guys are going to be better when there are more competitors, as long as Customers get back after bad buying experience, they wont care about improving their service

    it is a matter of time.

  15. mohsalah says:

    Great point Ahmed, definitely have new serious competitors and startups in eCommerce in Egypt. That’s the only way they are going to improve their customer experience when they feel that they are losing revenues on the ground.

  16. Hesham says:

    I had same experience with souq.com, i paid them with my credit, my item lost in delivery, they said “we are very sorry for your lose, aramex informed us that they delivered your item, sorry again” . I gave no attention cause the item was flash memory, I think i will ask them for it now.

  17. sheila says:

    I also bought a wiko highway phone and trust me that phone is pathetic. I never got help depsite calling you guys….PLEASE NEVER BUY FROM THIS COMPANY THEY ARE NOT PROFESSIONAL ESPECIALLY IN KENYA

  18. Sabah says:

    ticket complaint Re: [#6592157].
    I was mis-sold “Apple 45W MagSafe 2 Power Adapter for Mac” by Mr. “aneelkumar123” inside http://www.Souq.com/saudi – The item was advertised as the genuine original Adapter. Actually it turned out a counterfeit. Seller – Mr. “aneelkumar123” (Souq.com/saudi) keeps on arguing very rude without thinking about changing his Advert. Seller – Mr. “aneelkumar123” (Souq.com/saudi) does not want to believe that his picture of the item is mis-leading people. Souq.com refuse to correct their product review , actually there is not any !!!. and they don’t publish my true correct views of the product. Turned out now (Souq.com/saudi) is helping Mr. “aneelkumar123” to mis-lead people by selling fake items to them. The “Power Adapter for Mac” I received is overpriced counterfeit. And I just realised that People on Mr. “aneelkumar123” (Souq.com/saudi) site complaining of not receiving there money after returning their items. It has been a month now and I am still awaiting for my replay from (Souq.com/saudi). Unfortunately , I don’t believe that (Souq.com/saudi) is going to return my money or replay to my complaint.

    http://saudi.souq.com/sa-en/aneelkumar123/p/profile.html

  19. Mohamed Gomaa says:

    “Jumia is the worst place to buy anything online, because they have always a fake products with low rates and once you purchase it you will receive an Email telling you that the product is not available on stock, and if you complained they will tell you go to the hell and will not offer any other alternative products
    you may ask me why they put fake product on their web? this is called as the black hat marketing as you put a fake product with a low rates to increase the number of your visitor to the website, especially with Jumia egypt do it a lot because unfortunate most of the Egyptian are not experience with purchase something online.
    please read the reviews about Jumia before you buy anything from them

    the customer service at Jumia egypt are really the worst customer service i have ever deal with.”

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