Poor
Based on 744 reviews
souk + SEPIA2.8Honesty, pricing, process and quality scores appear once 5 customers have rated them.
souk + SEPIA is listed under Malls & Marketplaces in New York, New York.
souk + SEPIA (soukandsepia.com) has 744 customer reviews on Folks Told, with an average rating of 2.8 out of 5.
744 approved reviews, newest moderated first
Lina
Excellent customer service! Kind and attentive!
Reply from souk + SEPIAApr 18, 2022
Thank you for giving us credit for the wonderful experience you've had! You are an absolutely amazing person for this and we shall take care of you and the support you have given us! We do hope you have a pleasant rest of the evening! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
Nelly
I had a little issue with my order and contact them,within some few hours problem was solved. They always put the customers first. I love ❤️ their clothes, very unique. Will keep shopping with you.
Reply from souk + SEPIAApr 18, 2022
Greetings, Nelly! It's a real pleasure being on the receiving end of your outstanding feedback! It makes us feel proud that your concern has been taken care of in a swift manner. It serves as a proof of how topnotch our customer service truly is! When our customers are happy, we are happier! Thank you dearly for your support! We appreciate you! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
T L.
DO NOT order from this company!! It's been 2 months and they still have not processed or shipped my item. You have to email them over and over and while they do respond, I'm unsure of why they don't do that in the first place to let you know about shipping delays or anything else pertaining an order that HAS ALREADY BEEN PAID FOR!!! The responses from this company for bad reviews tries to make it seem as though you aren't a good person because of your frustration in waiting and that you should just quietly wait on a product you may or may not get, because this is a small, "black owned" business. Please...the fact you are small or black owned does not absolve you of your responsibility to your customers as a business!! I will never order from this company again. One and done. Now to contact my c.c company to initiate a fraudulent claim charge, since it appears souk and sepia are going to try and keep my money and not deliver the item. After all, if this was a legitimate company, they would have already initiated a refund after 2 months or sent the product!!!
Reply from souk + SEPIAApr 14, 2022
Hi Tara, It deeply saddens us to learn of your frustrations that have accumulated due to the delayed shipping and possible miscommunication between you and our Gratitude Team. Upon reviewing your exchange with our Gratitude Team, we have a better understanding of your situation and how these emotions came to be. We would like to express our deepest regrets for all the troubles that have come your way due to our lack of control over the shipping issues of your purchase. We wholeheartedly agree that being a small, black led business does not give us a pass to abandon our responsibilities to our consumers. We're sorry for giving you reasons to think that we are not a real company. But as a company that represents the black community, we swear to give you a better shopping experience should you graciously bless us with another chance to serve you right. Good news is, your refund request has been processed just a day after this feedback was submitted. We truly hope that that resolves some of our problems. wishing you a pleasant rest of the evening and a safe rest of the week! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
Courtney R.
Horrible experience waiting two months for items they probably were never going to ship. I also found that the items I was trying to purchase from them was also on Etsy and AliBaba. 😒🙄 This company needs to be shut down.
Reply from souk + SEPIAApr 13, 2022
Hi Courtney Thank you for writing in! We are sorry to hear about trouble you're going through. We will be working a way for you to either get the item or get your refund, either back to your card or as a store credit instead. It`s true that you will find some of our products on other online stores and this is because as a fashion marketplace operating online, curating products involves working directly with merchants, artisans and suppliers who also happen to work with other businesses (i.e AliExpress, Shein, etc). We have no control over our partners` relationship with other businesses as we do not plan to lock them in an exclusive relationship with us so that they`re free to hustle. What we can definitely guarantee you though is that we hold them all accountable for any poor quality items they send to our customers by black listing them from our suppliers/merchant roster. In addition, should you find these items from any one of our suppliers unsatisfactory we`ve made sure that our returns process is easy and our return portal user-friendly, so that you can send these items back and give you the resolution you prefer fast. We even just recently set up Return Bars/Kiosks near you where you can drop-off your returns where ever you are in the country! And, yes, it`s also true that the prices of our products may be higher than those in other stores on the internet, but we can absolutely guarantee that our products offer advantages that you will not find in a cheaper alternative. As a general rule, we try to keep our prices linked to the overall experience with souk + SEPIA and this includes, but not limited to, better technology, fashion board creation, and better customer service for our tribe! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
Yanna Y.
I’ve been aware of Souk & Sepia for some time and follow them on FB and Insta. I finally decided to order something during a sale back around the end of Feb 2022. I noticed the site mentioned shipping delays, which was fine because I didn’t need my items right away anyways. It’s now April abs still haven’t received a shipping update, so I reached out via email. I received a very thorough and apologetic email from Yhen who was very helpful and offered a partial refund on one of my final sale items, and a discount code for a future purchase. The response even mentioned they would prioritize my order and try to send it out sooner. So far I can only speak on the customer service side, but I’m looking forward to receiving my items.
Reply from souk + SEPIAApr 12, 2022
Hello Yanna, We're very sorry to hear about the shipping delay you've experienced. It's almost inevitable for shipping delays to occur during these strange times, but thankfully, Yhen has handled the situation with the right amount of care and attention that it deserves. We're excited to receive your feedback on the item's side of things as receiving praise on the customer service side is one thing while receiving good feedback for our pieces is another. Please let us know if there's anything else we can do for you. Praying that you receive the items soon! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
Dieftha M.
The customer service is excellent but all the clothing runs too small.
Reply from souk + SEPIAApr 12, 2022
Hello Dieftha, Thank you for bringing your concern to our attention. We are just as disappointed as you are for the experience that you've been through. I've gone and checked your order and I see that it's a Final Sale item. This means we won't be able to process a refund as was stated in the website for Final Sale items. What we can do for you instead is process a store credit code for $25 USD for the trouble. We should be sending you the code via a follow-up email shortly after this response is sent. I hope that helps make the experience a little better. You may use the code on everything except Final Sale items as it's already heavily discounted. We hope you appreciate the gesture and give us a chance to redeem ourselves. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
colleen L.
I can’t even put the coat on over my shoulders as they are too close together as well the cut is lopsided - i couldn’t give this coat away to any of my neighbors… goes into the donate bag… won’t order from here again should have read the reviews…..
Reply from souk + SEPIAApr 12, 2022
Hello Colleen, Thank you for writing in! We're sorry for inadvertently sending you an automated review invitation when you have not even received your order yet. Well, thankfully, I see your order has been received on the 8th of this month. Perhaps now would be the best time to let us and other customers know how you liked your item. You are always welcome to send in a new response or simply edit the existing one! We are eager to know how you find the Usakos! You're always welcome to send us your thoughts! Wishing you a pleasant rest of the day. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
Que C.
My experience with this company has been poor because of the lack of communication when it concerns delivery. Communication is necessary and important. I am disappointed in the fact that I ordered an item in January and a part of it was sent to me but the other part has yet to ship and no one will update me. I asked that they reprocess the order and still have not heard anything. I think this will be my last order. I love the product but the lack of communication is disappointing.
Reply from souk + SEPIAApr 12, 2022
Hello QueAndra, Thank you for writing in! We would like to express our deepest regrets for badly disappointing you this time. Our vision has always been to keep our customers as happy as possible. That's has been the goal ever since the establishment of the Gratitude Team. Running a business during a strange time like this was never easy. Shipping challenges are always present and it's hard to tell just when we will fall victim to such. Upon checking, it looks like the order you were referring to was the one with Ibba women's boots. Just to clarify, there actually has been a tracking number for said item and that was sent to you. The problem was it never showed any updates and was stuck in a "Label Created" status. Usually when this happens, the item is already in transit even though there are no existing updates just yet. Fret not as I see that the boots have been fully refunded as of April 10th. We hope you can give us another chance to redeem ourselves. This time, we will make sure your entire order arrives. We also have discounts and store credits waiting for you to redeem! We truly wish for your day to go smoothly. We pray for you and your family's safety. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia
