souk + SEPIAReviews of soukandsepia.com

Reply from souk + SEPIADec 6, 2021

Hi Krystal, We greatly appreciate your honest opinions about us. Given the troubles we have inadvertently brought upon you, we completely understand the reasons behind your sentiments. Things have turned out quite the opposite of what we always hope for our customers and we absolutely want to earn a chance to start over again and leave a better memory for you to remember us by. Demands for up to 80% of our shop items have skyrocketed due to the recent holidays of November which has affected our partners' production, but rest assured, this has been under control now. Upon checking, we see that your order is already on its way to you. We'll send you the tracking link via email after this response is posted. The email will also contain compensations in an effort to rectify this unfortunate situation. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIADec 6, 2021

First of all, we'd like to thank you for your leaving us an honest review. This in itself, is a favor and we shall take this as an opportunity to correct what's wrong. It's a shame that your first order was plagued by this problem. We promise to do our best to make things better. The predicament you are facing is on us and we have no excuse for that. Due to the holidays of the month of November, we have seen a spike in demand on 80% of our items on site which caused the shipping delays. As of now, this has been under control and most delayed orders for November have already shipped out. In fact, there's already movement in your orders and a tracking link is already available. We will be sending the link via a follow-up email after this response is posted. We cannot express our regrets enough for failing to meet your expectations in our shipping timeframe. In the follow-up email, we will provide a set of compensations. You will have total freedom to pick among those. Please do respond to our follow-up email so we can start providing you solutions. Hoping to hear back from you as soon as possible. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIADec 5, 2021

Hi Atolani, Thank you for writing in! We are truly sorry for the inconvenience you had experienced. We know how important it is for you to receive your items in a timely manner and we're truly sorry for the delay. With the holidays especially during the course of the whole month of November, we had seen an increase in demand for 80% of our items. Our partner's production had struggled to keep up, but everything is under control now, rest assured. Upon checking, we see that a tracking number is already available for your order. You should receive an email notification containing the tracking link. In case you haven't I will be sending you a follow-up email and I will include it for you. Also, the purpose of that email is for us to present a range of compensations you can choose from. It will be a pleasure for us to make things better for you. We hope that it's not too late for us to make it up to you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIADec 2, 2021

Hello, Andrea! We'd like to extend our sincerest thanks for bringing this to our attention. With the same sincerity, we'd also like you to know how sorry we are for bringing this stress upon you. Our goal has always been plain and simple, and that is to make you happy which is not the case here. We promise to do everything in our power to make this right. I have gone and checked and I see that you had submitted an order for the Ennerdale jacket in November 6th. Due to the holidays particularly of the past month, we have had a total of 80% of our items rise in demand which caused delays in the fulfillment of our orders. Many of our best sellers, which includes your item, has seen a rise in demand since November. Rest assured, we are working tirelessly to make sure our suppliers are able to keep up with the shipment and that running out of stock wouldn't be an issue. As per the coupon, we hope you can still find use for it in the future as this does not expire. We can also add store credits in there for you to try out other items that you may like without a cost to you. I hope this helps clarify the situation. You will be receiving an email notification once your item ships out. Praying for your safety and hoping for a pleasant rest of the evening for you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIANov 30, 2021

Hi Ashley, We would like to express our deepest regrets for how your experience went with us. Believe us when we say, this is the opposite of what we want you to feel. I understand it seemed insensitive of us to offer a discount when you haven't even been happy the first time you ordered. It wouldn't make sense. But, we believe it is out of courtesy that one of us have offered a discount to you. We never meant to make you feel this way. As per the other pair of Waynes you had ordered, we can process a full refund. It appears that there is a problem on our partner's end and we will find out about it by having our personnel reach out to our partner merchant. Additionally, we can make it into a lifetime discount plus store credits. We will be sending you a follow-up email after this response has been posted. We are free to disclose exactly how much store credits we will grant you, so you can give us another chance to redeem ourselves, without a cost to your funds. I hope we get to hear from you there. Wishing you a safe rest of the day. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIANov 30, 2021

Hi Katie, Thank you for leaving us your honest feedback. We understand your frustration, and we assure you, you have every right to feel these emotions. Fashion board collection means the whole outfits we have put together for our customers, while better technology means that we offer better customer service versus our competitors. As stated in our FAQs, we are an online marketplace working with artisans around the globe who also have the freedom to work with similar brands such as AliExpress, Shein, etc.. Our suppliers have total freedom to choose who they want to collaborate with, which is the reason you could see some of our items in different online stores. I hope this helps clarify the situation. We are eager to make the whole experience better for you. Allow us to extend assistance by sending us your order number and email address. We shall send you a follow-up email once you have replied to our request here in Trustpilot. Looking forward to hearing from you again soon! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIANov 30, 2021

Hello there! It's a shame that your order didn't turn out as exciting as anticipated. We absolutely do not wish this kind of experience for you. I'd like to personally help you out with this issue. All I need is your order number and email address so we can send you an email and present a set of solutions which you have the freedom to choose from. We are counting on your approval of our request for these information via Trustpilot. We hope you are doing well tonight. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIANov 29, 2021

Greetings, Tanya! We utterly respect the work you do, being responsible for a massive group of professionals is not an easy task. We are sorry for causing you to freak out. We never meant to make you feel this way, but we do understand the reason behind your worries. I'd just like to clarify that souk + SEPIA orders take 3 to 15 business to ship and we are still in the first week in processing. Once it ships out, you shall receive an email notification. As per the items being sold in other similar sites, the reason for this is because, as a fashion marketplace with an operating online, 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. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia