I ordered a product for my partner's birthday from them on the 11th June, and paid for shipping insurance and delivery to Dubai. Delivery estimate was 5-10 working days and yet, by 1st Iuly, I had not received the item and the tracking info had not updated since 17th June. I emailed them asking for an update and was told to wait a bit longer. I chased them again on the 14th July as it still had not been delivered and, as it was now past my partner's birthday, I asked them to organise a refund. I received no reply. Then we received a Whatsapp message from their UAE courier saying that we would need to pay further delivery costs (AED32) before they would deliver the item. I raised this issue with Soufeel and again received no reply. Then the UAE courier turned up at our door on 18th July with the item and demanding the extra delivery money, which I also fed back to Soufeel but still have had no reply. DO NOT ORDER FROM THIS COMPANY. I would be more understanding if there had only been issues with the local courier who had went a bit rogue in trying to get extra money from us. My main issue is that Soufeel stopped replying to emails as soon as I asked for them to either sort out the delivery issue or issue a refund - this demonstrates that Soufeel don't care about their customers or about repeat business as they seemed quite happy to reply when initially sorting out the order but ghosted me when I asked for a refund. Have I had a worse customer service experience online? Not that I can recall, and if you don't want a bad experience too then avoid ordering from this company. The 1 star I have selected is more than they deserve...**UPDATE** - On 24/7/25, Soufeel customer service contacted me after I posted this review here, saying they would look into the issues I experienced. To date, I have had no reply back from them after I (yet again) sent them the evidence from their UAE courier.
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