Soufeel Jewellery

Leeloow

Hi all, new to the forum and was hoping for some advice.

I ordered some photo charms from soufeel on the 28th November and I am yet to receive them. The customer service from the company very poor.
Original order email states 3-5 days to make the charms and then I paid for the express delivery which said 5-9 working days.

Been liasing with them mainly through their Facebook page as they have ignored all my emails and the ticket I tried to raise for complaint has still not been addressed.

After being told to just be patient, I contact them again this week to be told they have lost my order.
This order contains 3 Christmas presents for my family.
I sent them a message to say they should send my charms next day delivery and they sent me a message telling me to be patient.
Now they are ignoring my messages

Looking on their Facebook page there are a lot of unhappy customers now who will not receive Christmas gifts.

The company uses a UK domain for shopping but is registered in the US.

Wish I had done more thorough research before ordering. I feel very silly!

Does anyone have any advice on how to proceed?
It was ordered with a debit card so I'm not quite sure on my rights.

Thank you

unholyangel

Contact your bank and ask about a chargeback for non-delivery.

robatwork

Never heard of them before but a look at their highly illiterate Linkedin page:

We are the professional jewelry supplier integrated with design, produce and sale. Focus on providing the quality products with reasonable price to all of jewelry lovers and fashion women.

That and their spelling of jewellery and favourite rang alarm bells, and trustpilot gives them a right spanking.Bank chargeback and pop to the local Pandora store - heaven knows they're everywhere now (sorry Morrissey)

Leeloow

Thank you, really appreciate the advice

Leeloow

And I really wish I had done more research first. Live and learn I'm usually more savvy

unholyangel

Quizzical_Squirrel wrote: »

Looks like a Chinese company to me.

Email : cs@soufeel.com

Totop Co Limited

Flat/RM 1202 12/F Tung Chung Comm Centre 438-444 Shanghai Street, Hong Kong

Under this agreement, the payment processing services for goods and/or services purchased on this website are provided by MAIYUAN TRADING (UK) LIMITED, having its registered office at THIRD FLOOR 207 REGENT STREET LONDON W1B 3HH, United Kingdom, on behalf Totop Co Limited

And that registered address is basically just a PO box - a virtual office address which is used by thousands of companies - and in my experience of it on here, its used by illegitimate businesses as a way to give themselves the appearance of being a UK company (ie to dupe customers).

The company is listed as dormant though (the uk one) tut tut.