souk + SEPIAReviews of soukandsepia.com

Reply from souk + SEPIAOct 11, 2021

Hello Sophia, Thank you for letting us in on the issue at hand. It undeniably regrettable that you have had this type of experience with us as we only ever wish you the best possible experience for our shoppers. We'd like you to know that we truly are sorry for the troubles we've caused you and the stress it has brought along with it. We understand the disappointment and there's no way we'll invalidate your points. Having our customers send back unwanted items is our normal way to go about such cases. The reason we need the items back is because it's not even wanted in the first place. To show you that we are willing to bend over backwards to make this a favorable situation for you, you may keep the item. You do not need to send it back. We feel remorseful, but we'll always try to make things easier for you. We hope your day goes well and that you and your loved ones are safe. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAOct 5, 2021

Dear Annoyed Customer, We absolutely can understand your reaction to the incident. We have not been able to deliver to the promised shipping timeframe due to some unforeseen circumstance that we're already dealing with. This has caused some delays and we greatly appreciate your capacity for patience. Right now, we are working very closely with our warehouse partners to speed things up for you. We have the latest update for your order and according to USPS, they are currently awaiting for our partner courier to hand them your shoes and make the final delivery. We do not mean to inconvenience you with this problem and for that, we would like you to enjoy 20% off your next purchase with the code THANKYOU20212 upon checking out. In hopes of a better experience for you, we would greatly appreciate your acceptance of the offer. Of course, you may use this code any time you wish. You can decide whether to use it or not after you have received your shoes. We hope this helps! If there's anything else we can do for you, let us know at [email protected]. We're open for any questions you might have. Wishing a terrific rest of the day for you! WIith Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAOct 5, 2021

Hello Ikisha, Before we start, we'd like to let you know that we're absolutely sorry for the shipping delays. We have been experiencing an unforeseen circumstance which affected our production, but your satisfaction is our utmost priority and we vow to fix this. In fact, we are working really close with our warehouse partners to make sure your orders are delivered as early as possible. Upon checking, the latest update for your package is that USPS is already waiting for our partner courier to hand it to them and make the final delivery. This means that your items have left our warehouse. Kindly allow a few extra days for this shipment to be fulfilled. As a small token of appreciation for your patience, you may enter discount code THANKYOU202120 for a 20% off of your future purchase. We hope this helps! In case you have further questions or concerns, please don't hesitate to write us back at [email protected] With Love, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAOct 5, 2021

Hi Danielle, Thank you for writing about your sentiments. We take that this is borne of the frustration caused by the inconveniences you've dealt with. We would like to extend our deepest regrets for the troubles. We have the confidence to tell you that this isn't the kind of experience we'd wish for our customers. We are grateful for the fact that this review serves as an opportunity for both parties to get a better understanding of each one's sides. Our order processing times are posted in our website's FAQs page which you can check here -----> https://soukandsepia.com/a/faqs Here at souk + SEPIA, we genuinely care for your satisfaction. It is truly unfortunate that we are dealing with an unforeseen circumstance causing us to fall short in the delivering your parcel within the promised timeframe. In response to this mishap, we have been working very closely with our warehouse partners to ensure your items arrive in a timely manner. We are a 100% black-owned and black led company and Kelechi Neela is a real African-American woman. We represent our brothers and sisters and have provided jobs particularly for the members of the black community. For this reason, deceiving our people does not exist in souk + SEPIA's vocabulary. And if that doesn't prove it, we are proud to share that we have been selected by The Muse as one of the 25 black-owned and black led businesses they love in this article https://www.themuse.com/advice/black-owned-led-businesses We would like to clarify that the items take as long as they are to ship because they do come from boutiques from our partners in different locations across the world. We have partners in the United States, UK, Tibet, Thailand, China and even Lagos, Nigeria. You may also find this information in our FAQs, so we encourage you to take a quick look. Your order has been fully refunded, so we'd like to know how you want us to help you further. It would be our pleasure to turn this experience around for you. Please let us know if you need anything else. You can email us at [email protected] With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAOct 4, 2021

Greetings, Kim! We would like to extend our most sincere regrets for the experience you had to go through. We understand the magnitude of the issue at hand and how bad it may affect the way you see us as a company. We would like to explain that souk + SEPIA is a marketplace of lovingly curated boutique items from all over the world. Yes, we do have partners located in China, but we also do have the same from The United States, United Kingdom, Tibet, Thailand and even Lagos, Nigeria. We have accurate size charts for each item in the website so if your pieces don't fit, we can guarantee you a refund for the items you wish to return. We'd also like to clarify that we are a black-owned company and a 100% at that. In fact, we have been featured on The Muse as one of the 25 black-owned and led companies they love. You can find an article here/https://www.themuse.com/advice/black-owned-led-businesses We would like to formally address this issue via email. Our Customer Love Specialist will be with you shortly after this response is publicly posted. We hope to hear from you there so we can better assist you. With gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIASep 23, 2021

Hello Robin, With our deepest regrets, we would like to express the disappointment we feel for ourselves here. We could have gotten a positive feedback from you, but got the opposite instead. Despite that, we're happy to inform you that we have a new and improved returns process with Happy Returns. https://soukandsepia.happyreturns.com/. Please feel free to visit the aforementioned link to start your return. Believe me, it's relatively easy. Just put in your order number and your zip code. Once done, you can select the item/s you wish to return and we will be giving you a Happy Returns booth location near your address to make your return. We hope the information has been helpful. Please feel free to write us at [email protected] should you require further assistance. 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

Reply from souk + SEPIASep 22, 2021

Hi Laila, It is with deep regret that we receive what could have been a 5-star review from you. We do understand that you feel frustrated with what has gone on so far, but we are happy to tell you that there already exists a tracking number for your order. The latest update we have is that your item is on its way to USPS since the 17th of September. We will be emailing you the tracking info for your reference. We're sorry for the automated email you got when you have not even received your order yet. We did not mean to annoy you with that. If there's anything you'd like for us to do to for you, please send us an email at [email protected]. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIASep 22, 2021

Hi Taia, Thank you for letting out your sorrows on us. We are deeply sorry for any misunderstanding on our part as we never intended to make you feel misled. We have posted both order processing and shipping times in our website's FAQs page (https://soukandsepia.com/a/faqs) to make sure we are transparent with our customers. Not to worry, as we have checked your reference number and we see that your order has already been delivered to you on the 20th of September as per the tracking link we have for your order. Our explanation for your items coming from China is that souk + SEPIA is an online marketplace for curated fashionable items from around the globe. We have suppliers particularly in the US, UK, Tibet, Thailand, China and Lagos, Nigeria. But this does not affect the quality of the items we sell as we take extra measures to ensure our customers receive their money's worth for the products. We do hope this helps clear any misconceptions you may have about us as we do hold your respect in high regard. Please don't hesitate to write us should you require assistance. Wishing you a lovely rest of the evening. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia