Soufeel has a rating of 2.1 stars from 890 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 220th among Personalized Gifts sites.
This company responds to reviews on average within 7 days
After receiving Customized items with upside down name on it. They were able to answer my email very quick and sending me new item as replacement! They also give me 10% off back from the order payment. Great service. Perfect quality! I recommend buying from soufeel.
Takes so long that you think you got scammed, just to get a subpar item that's comparable to Wish or temu. Yes it's cost is less then the real deal items but totally not worth the cost.
I have ordered 3 or 4 times from Soufeel and I cannot fault their service. Amazing quality and precision, fantastic customer service & these make the most wonderful presents! Honestly can not fault them! I 100% recommend!
Still waiting on picture puzzles 6-7 weeks later. Automated responses say it had already arrived. After email questioning, I just got an email today that said it had shipped 3 weeks after delivery confirmation.
Call customer service it goes to voicemail. No call back. Ask a question via email, automated response. Online support you can talk to a computer. Same misinformation. Track order. Love to but it never shipped.
Completely worthless customer service. Still waiting on product over 6 weeks later.
Pitiful. Save your time and money. Go elsewhere
Dear, if you have any questions, please send an email to cs@soufeel.com our customer service will deal with it for you quickly, and we must solve all your problems.
Got my partner the wallet with kids pictures wow terrible quality doesn't even look like my children/step child it's the one present that I was excited about and iv just been crushed as I now need to give him this that looks like one child has a masave head and the middle one doesn't look like my son and both have stick legs? Really if u cant do them to excactly what people want why do them at all! Waste of money!
Tip for consumers:
Don't waste of money and won't be satisfied at all
Products used:
Wallet
Hi Lisa, I am sorry to bring you a bad shopping experience, we will continue to improve, I wish you a happy life.
Ordered a photo cube and its total junk. 8 plastic blocks you thenhave to follow these ridiculous instructions to put sticky pictures on that don't line up. They her stuck and are all over the place. Its dot even if you order a finished product. Ive asked for a refund and have been told over and over no because its not their problem. Horrible customer service. They aren't even im the US.
Hi Tammie, 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.
I placed my order on December 8th and it's already been almost two weeks and still haven't received my order nor a tracking number. I'm highly disappointed because this gift was suppose to be for Christmas and Called and no response and supposedly they are not available.
I made a purchase on January 30th for a necklace haven't received a tracking number or my order but they were quick to get their money out of my account. Tried sending emails but no response. Do not order from this company it is a complete SCAM!
Tip for consumers:
Scam don’t buy anything
Products used:
Necklace
Hi Chelsea, I am sorry to hear this news, do you mind telling me your email address used to place the order? We will deal with it for you quickly, and we will solve all your problems.
I ordered a edition from the Spotify collection. I did made this order in start of January and still didn't get it. I understand that delivery can take some time, but what is annoying me is that customer service is not replying to any of mails! This make me think that I will actually never get this product and I lost that money. That's really sad, it's embarrassing for the company to do business like this. And I find my self embarrassed about ordering from this page befor reading reviews because obviously I can see that now from all the reviews on the internet that this page is not serious at all
Tip for consumers:
Don’t order this page is not serious
Products used:
Spotify collection
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.
Ordered the custom bobble heads of me and the misses for our anniversary and it looks nothing like us. I have grey hair and a ginger beard and the misses has brown hair. Good concept but can't recommend
We are really sorry that our products and services do not meet up your expectations. We would like to personally apologize for any trouble it might have caused you. We are absolutely aiming for high-quality customer service and we we will make improvement.
I order a gift for my mother for Mother's Day these people never shipped my order put it on hold saying fraud. Sent me a email saying they need my full card information and photo ID to verify payment. No payment processor ask for that it's either the payment will go through or not. I refused to send multiple times and ended up just asking for a refund they said it's a 30% fee off of my refund lol saying because they processed. It why would you process a order you claim was fraud. Lol I lost some money but at that point I was over it just wanted to be done with them. Customer service ain't no help either smh
We are sincerely sorry for any disappointment caused by this policy. Please know it is never our intention to disappoint, and sorry if we have. We are always evaluating procedures and policies to serve our customers best. We truly value feedback, and we will share yours with our teams so that it is addressed.
I ordered keychains with "our" song on it for our anniversary. It is literally just a Spotify link engraved on a metal tab. It pulls up a playlist of songs that are completely unrelated to our song. We've never used Spotify prior to this so it's not anything we set up in Spotify. The CSR asked me to take a picture of it and basically said, it works for me so you're just out of luck.
Biggest waste of money and terrible disappointment when my husband opened his gift and couldn't figure out why he was listening to a horrible country music tragedy when he scanned it.
Don't fall for their deceit!
Tip for consumers:
Don’t! They don’t consider “it doesn’t work for me” as justification for a return.
Products used:
Spotify link keychain
So sorry for the inconvenience Tammy S. We understand that this item has failed to meet your expectation. I would like to personally apologize for any trouble it might have caused you. I totally understand how frustrated you must feel and I feel sincerely sorry for not being able to provide the best products.
I've ordered an engravable ring and was delivered back in February. Unfortunately, my daughter's name was engraved incorrectly. I informed Soufeel about the case and they replaced my order free of charge.
I should have had rated 5 stars, but because of the long period of production and delivery time I am obliged to only give 4.
We apologize for the delay caused to you, Butchukoy! We will make effort to improve this in the future! We highly appreciate your feedback! Have a nice weekend! -Tiki
I ordered a gift for my daughter in law from this company, and paid for rush shipping. My order was late and they sent me a 10.00 off coupon for their screw up! Now a week after finally got my order I come to find my bank account has been comprised! Charges were made out of China / where this company is located, charges were made on a gaming website called Frontline PC. I would run for the hills before ordering from this scamming company again. Save yourself a headache and do NOT order from them
Terri, we are so sorry your bank account was compromised. Our security team found the cause and fixed the problem on 4/29. Although our website met the latest industry security standards, including being PCI compliant, hackers were able to upload a Trojan virus that intercepted credit card info as it’s being processed. We believe this effected orders placed before 4/29. We can assure you our site is now more secure than ever, and we have implemented the most advance security measures so this does not happen again. Our customers’ security and privacy has always been a top priority so we are terribly ashamed, embarrassed and sorry this happened to you. We were unable to locate your order information based on your name, could you private your email address or order number, and we will help you check the problem. -Rosa
I would like to know why there is never anyone on live chat. This is my first experience buying over the internet I might say not the best experience so far. I can not get a reply to an email I sent in regard to my order which was placed on the 30th November order no *******585 I might add I paid an extra fee to have it shipped more quickly. I feel Soufeel should at least refund me this extra fee. There is no tracking for me to follow as it is after 9 days still in the processing stage.
Over all 5 star for them coz they have solved all my problem regarding custom clearance and special request.
They had paid 70% percent custom tax for my package. Shipping was very fast. Look for asia cs staff name amber and lisa they really extend effort to help costumer service. Charms are delivered in perfectly shape. Really shiny, and pretty..
Hi Penny,
Thank you for contacting us. Customer satisfaction has been a No. 1 priority at Soufeel. We stand behind every product we offer. We're always here to help you out, since your order concerned the clearance and cause extra tax fee. We need to know your order No. And check details, so we could better explain your problem and give you a satisfactory answer. We sincerely suggest you send e-mail to cs@soufeel.com or contact us again by online chatting. We will respond soon.
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
Order never arrived and apparently it's 'company policy' that they can only offer 30% refund. Absolute joke. It's also a Chinese company under the guise of a UK web address. Scroll to the bottom and registered in Hong Kong. First they said it'll take a month to sort out, after a month had already passed. Then said do I want a replacement (they were Christmas presents and it's the end of January, so obviously not!) and so the only offer is they'll refund me 30% of my £85 order, even though my order never arrived!
Please accept our sincerest apologies Ryan G. We are truly saddened by this happening. This situation is beyond our control, words can’t express how deeply sorry I am for this issue. But we will sort this out. Please let us know your order information first. We really cherish and respect every customer. And truly appreciate your trust and support all the time.
Horrible company! I ordered a charm & bracelet from this company and not even a half hour later, I received a suspicious (private/unknown number) call saying that my Visa card was locked. I hung up & called their 800 number and of course it didn't work. Didn't even ring! I immediately called my bank, cancelled my card & reported a fraudulent purchase. Stay away from this company! It really was too good to be true. I'll stick to Pandora... Lesson learned.
There is time difference so that's why we didn't answer your call. Our company is registered in the UK while the headquarters is located in HongKong. Sorry for this inconvenience. But regarding your order problem, we suggest you contact us at cs@soufeel.com. We could check with your order No. And explain further about it. Thank you for your understanding.
I did not receive order and in trying to communicate they gave me a tracking number that was not recognised by Australia Post. They then suggested item must have been stolen and that I would have to pay postage and they'd give me a 30% discount on another item. I will not be sending them more money and I have lodged a dispute with PayPal so hopefully I can refund my money. Would not recommend.
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.
The web site states that the item would take up 2 to 4 days to "hand craft" and then shipping time. I paid for 6 day shipping, and for the "VIP" which was supposed to prioritize my item. 10 day passed without anything so I contacted the company and was told my item still had several days to wait for completion. I then filed a complaint with the Better Business Bureau at which time they stated my item would be shipped on the 16th (a day earlier) and offered to refund my VIP. They then asked me to mark my complaint as resolved. However the item did not ship until the 17th, (the original late date). When my item arrived I gave it to the recipient only to be horrified to see 9 plastic blocks and poorly printed stickers. There is no mention of assembly on the website and the quality of the "photos" is grossly inaccurate. I would never recommend this company to anyone and plan on advising to avoid them
Tip for consumers:
The site shows misrepresentationsof their products, and makes promises They do not keep
Products used:
Photo cube
We are terribly sorry to hear this happened and for any disappointment caused - please know this was certainly never our intent. We very much appreciate you taking a moment to bring this feedback to our attention so we may continue to work to improve going forward. We see our customer service is trying to help you through email, if you need any further assistance or information, please contact us by email, we would like to help.
I ordered a photo wallet on December 9th through this company. The website guaranteed 5-8 days and would arrive before Christmas. Currently it hasn't even reached USPS according to the tracking number. Not only did this company provide false advertising, the customer service was completely unhelpful... asking me to just understand because it is the busy season. I would have never ordered from this company had I known the product would take a month to get! They have not offered me a refund, or a chance to expedite my item!
Hi Sasha, 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.
I am a fan of soufeel especially the memorable charms. So addicted with it. Its not just the charms im inlove with, also the people behind it, the staff! I previously had issues regarding my purchase (maybe my wifi was down), i went to their website (very user friendly website) and saw "live chat" box. There i met Amber. Ive chat with her twice already. She is so patient and efficient. The company is so lucky to have such good staff like her. Keep it up Amber! More Power Soufeel.
Christmas order is overdue, should have been received Dec 17th at the latest. Tried to contact customer service and they are closed until Sunday Dec 23rd. Well... that helps the consumer 4 days before Christmas.
Company should be reported to the better business bureau in your area. And since they are also sold through Amazon, emails should be sent to them about a company they represent!
Also, pretty sure Amazon who prides themselves on great customer service, will not want to be associated with such a poor company.
Hi, Maria. Sorry to let you down. If you ordered customized items, we usually need 3-7 days to handcraft, and then it can be shipped to you. And at this time of year, delivery will take more time than usual. Sincerely sorry for that.
After wearing my bracelet with this charm for quite awhile now, I really love it! No need to take out pictures of the grandkids. I just show off the picture in my charm. It may be small, but it's very clear and so precious to me!
Linda, we are so glad to hear you love the personalized photo charm with a picture of your 2 grandkids inside. Enjoy your shopping here! -Rosa
I filed a claim with PayPal. I'm glad I used PayPal for this purchase. I ordered on December 8. Still nothing after 2 emails. I have ordered photo socks before and I assumed rhisbwas the same site but it isn't. I think they stole the legit sites pictures as their own and they do not even sell them. Probably a Chinese company. Do not buy from them. I am assuming the positive reviews are fake.
Hi, Ginger. I am sorry to let you down. We are Soufeel Jewelry and do not sell photo socks. We are legit site and our brand Soufeel has been founded since 2009, and till now we’ve got millions of satisfied customers all around the world.
I placed an order December 9th figured it would be here before Christmas easily as the website said to do so. I never received my order every time I contact customer support they just tell me it's held up in customs or some random $#*!. This company has no customer service skills, worst company ever. The pricing was ok. Who wants to wait to long for an order. I understand it's a pandemic out there. This company failed to reach out when I said I wanted a refund. No updates on tracking the tracking number they give you is not a us tracking number. I REPEAT DO NOT USE
We’re so terribly sorry for the trouble you experienced! We're always looking for ways to make improvements, so we really appreciate you taking the time to share this feedback with us. Please offer us more information, such as your order number, the full name & e-mail address used when making the order so that we can contact you ASAP.
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...
Hi, Reece. We are sooo glad to hear that. Thanks for your praise and support! We will do better in the future.