souk + SEPIAReviews of soukandsepia.com

Reply from souk + SEPIAFeb 8, 2022

Hello Quia, Regrettable is the word which best describes the situation you had endured. We apologize for the delays in the shipping. These past two months had been quite a bumpy ride for us all, yet we shall continue to pursue excellence in the name of customer satisfaction. The delay was caused by a rise in demand by about 80% of our items from November to December of 2021 causing production delays here and there. Luckily, things have toned down and are under control. This incident has been truly unfortunate, but we shall serve you justice. In fact we have good news for you. It looks like your order is bound to be delivered tomorrow as per the tracking link. A copy of which will be sent to you via email shortly after this response is posted. On top of that, we would genuinely fancy a chance to do you right this time. We will be offering you a set of compensations which you may freely choose from. We hope to hear back from you soon! Thank you for taking the time to read our reply. Have a pleasant evening! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAFeb 8, 2022

Hello Joannie, Thank you for sending good vibrations in! A dose of this is just what we needed to start our day right! Last week had been one quite challenging, but seeing a 5-star here gives us hope and a small yet meaningful assurance that we had been doing our jobs at a satisfying level. We encourage you to keep sending us your wonderful experiences, even the ones that aren't too good are welcome! Please don't hesitate to let us know if you require further assistance. Wishing you all the best this year! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAFeb 1, 2022

Hi LaTona, Thank you for reaching out and bringing your situation to our attention. We are sorry that we have upset you this way, but please know that it's not the kind of experience we want you to deal with especially with us. All your concerns are valid and we understand the root cause of your overall disappointment. Since souk + SEPIA is an online marketplace of curated boutique pieces, we do work with merchants around the globe, and China happens to be one of the countries where our partners operate. However, it's not the only place we source our items from. The list includes Tibet, Thailand, The United States, United Kingdom and Lagos, Nigeria. We get the skepticism about us being black owned. We understand it and if this helps with your investigation, you may get to know more about our founder through this website: https://www.kneela.love/ Also, today marks the 13th business day your order has been in the processing stage so it may take a couple days for a tracking to be generated. But there also have been times when movement has already started and the courier was just late in creating a tracking number. Not to worry, though. We do not wish to give you the impression that we are holding your money against you, we have decided to process a refund and cancel the order. Money does not come easy these days, and we definitely consider this fact. There is no need for you to contact your bank or an attorney. You will receive a notification email regarding the refund and it may take 3 to 5 business days for the funds to settle back to your card. This is if you have not opened a dispute with your bank yet. Hopefully, you haven't done that yet as it will complicate and slow down the refund process. I hope this response has helped. Please do not hesitate to reach out via email should you have further questions or concerns. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 31, 2022

Hi Maia, We are grateful for how you fairly expressed your opinions about us. It was done with such politeness and we appreciate small details like this. To lose your respect and support completely would be a shame, so we vow to resolve this for you. To be honest, we have been receiving a number of suggestions to show the estimated time of arrival (ETA) of each item on our online shop, which is precisely why we have been working on redesigning it for our customers' added convenience, and transparency on our part. Although we do have our ETA in our FAQs page, we openly admit that it would be better to post it along with each item in our website. We completely understand your frustration and we understand what we must do to live up to what our customers deserve. A representative of ours will be following up with you shortly after this response is posted. Once again, we would like to apologize for this disappointing experience. Please don't hesitate to write back should you have further questions or concerns. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 31, 2022

Hi Lily, Thank you for writing in! We are sorry for any inconvenience we may have caused. Despite the things you believe about us, please know that we are a legitimate black-owned and led company based in New York City. We would like to get the chance to make our own investigation to obtain a resolution for your concerns. All you have to do is to provide us your order number and we will be able to confirm your purchase. We'll be able to pull up your tracking link with your order number, so it's going to be crucial to resolving this issue. We are looking forward to receiving your response. Please don't hesitate to write us back should you have further questions or concerns. Wishing you all the best and may your day be as lovely as can be. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 27, 2022

Hi Lisa, Before anything else, we would like to grab this chance to express our deepest regrets for the troubles you have been going through. Upon checking your order number in our system, I see that it was placed on the 10th of December instead of the 5th. Even so, there is no denying that your order has experienced a delay. For that, we also would like to sincerely apologize. We have noticed that complaints about this particular jacket have been increasing, thus, we will be adding the partner merchant responsible for supplying these unacceptably low quality products to the list of suppliers we will potentially be removing from our merchant roster. The same goes for the other item. We'd be more than happy offer a full refund for the items, even the one that has not yet arrived. I hope this helps prove that we are not here just to make money. We want to earn it and deserve it, and since it doesn't appear to be that way, getting your money back is only right. We will be sending you a follow-up email after this response is posted. Some of our products may come from China, but this does not apply to every single piece in the website. Since we are an online marketplace of curated boutique items, we have partners around the globe, namely, Tibet, Thailand, United States, United Kingdom and even Lagos, Nigeria. We are 100% black owned and led. You can learn more about our founder in her website at https://www.kneela.love/. We hope this helps explain the situation. Looking forward to receiving your reply via email. Wishing you a pleasant rest of the evening. With gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 26, 2022

Hello there! First of all, we would like to express our deepest regrets for all the trouble you've been through. We see that this has been your second review with regards to a terrible experience and we feel a great deal of shame from that. Your order number and email address would be lovely to have. It's absolutely pivotal for our investigation, so we can give you the experience you deserve. We hold credibility in high regard and respect genuineness. Our operations revolve around these values and so we have no reason to remove reviews unless it crosses our rights as a company to protect our reputation. We get how you've come to say that we are a scam company, but we assure you that we are 100% legitimate. Please give us a chance to prove our legitimacy and send us your order number and email address. With these, we'll be able to provide you the resolutions you are owed. Would be a pleasure to hear back from you soon! Wishing you a pleasant rest of the evening! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 26, 2022

Hi Harley, We greatly appreciate that you had come forward to share your experience here, regardless of the situation, this is still a chance for us to apologize and correct our wrongs. At the same time, we see this as an opportunity to do you justice, something you are rightfully owed. Our order processing takes 3 to 15 business days which may translate to 3 weeks and since it's been exactly 3 weeks that your order has not seen an update, it's possible that it may have experienced a delay. To find out, we will be needing either your order number or your email address to pull up your order details in our system. Once we have either one, we can start sorting this out for you and provide the necessary compensations as well. We are looking forward to hearing back from you. Wishing you a lovely rest of the day! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia