Review Time
Such good service it actuallly made me smile! Bought an (amazing looking - not just my words but everyone I’ve shown the link to because it’s being made) gift and had a couple of queries after placing the order. Received a response from the wonderful Cherry who was professional and patient with me and my questions. Just wonderful customer service immediately followed up my initial question with exactly what I needed and promptly responded to my next confirming I had made an error and she would rectify it for me. So, zero stress an actual person spotting actual errors no AI, no exasperated person answering bare minimum just proper customer service as it used to be (and I’m not even that old!) have already recommended to friends and family and that’s how good they are because as I say the product is in production. All I can say is thank you Cherry asset to a company.
JLSL203408Absolutely disgusting false advertising on cost and delivery paid extra for it not to arrive, absolutely disgusted AVOIDTHESE ARE A WASTE OF TIME !!!!AVOID AVOID AVOID AVOID AVOID….opps I thought they were stars. More lies below no resolution only £50 paid for nothing. TEMU is better 🤣😅🙄
Terrible quality jewlery. Purchased a photo charm for my partner and after just three month it's off colour and tarnished, basically unwearable. Contacted customer support who did reply promptly but only offered a 10% discount on a new purchase as the item is out of warranty. You'd expect a charm to last longer tham three months. Please avoid at all costs and go elsewhere.
AWFUL - AVOID. Created a Father’s Day gift and it was advertised as a likeness - what was created was offensive, not even close and the customer service has been terrible- offering a 10% refund for a lazy, attempt at creating a memorable gift. Have since ordered from a more reputable company and just want you lot out there to know so you don’t waste your money. I have no issue with a company getting it wrong and working hard to rectify a situation - but when a company offers a derisory amount for shoddy work - it’s clear that this is happening a lot and they cannot afford to resolve customer issues. The item that the created was maybe going to cost them £1-2 to make - they sell it at £35 by showing inaccurate pictures of the finished piece - then hide in the shadows when it all goes wrong. Just avoid them at all costs.
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.
Delivery was quick the only positive in this situation the flip box for images is of poor quality the photos do not flick over and stick together, the card has come bent and crumbled with no envelope i have requested a refund disappointing when fathers day is in 6 days
This is my second item to order and I love it. This is the cutest best gift ever. I am going to order one for my son and daughter-in-law anniversary. Only problem I had was with my post office delivering but that is not Soufeel fault but the customer service "Cherry" was beyond helpful and helped me the whole time to make sure it was delivered.
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