souk + SEPIAReviews of soukandsepia.com

Reply from souk + SEPIAJan 17, 2022

Hi Ebony, We're oh so grateful for the perfect review you had left for us. We cannot emphasize enough how crucial this is to our success as an organization. We're praying for your success as well in whichever path you take. At the same time, we pray for you and your loved ones' safety. Please don't ever hesitate to write us at [email protected] should you require assistance in any shape or form. We're always happy to help! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 17, 2022

You are a real queen, Queen! A shame we don't have your real name here as we really want to thank you and mention your name. Your words are an inspiration to us and may it echo and reach more people so they'd truly know how dedicated we are in our jobs. Keeping you satisfied is of utmost importance to us, and we understand this is a key factor in a company's longevity in whatever field. You have our eternal gratitude for this! We're looking forward to serving you again soon! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 16, 2022

Hi Michelle, We are deeply troubled by the fact that you had to experience this kind of problem with us. And since we do not want problems for you, we have already issued a full refund for your order. Truly, we regret losing your support, but hope one day to regain it. Through betterment of our processes. this will be possible. We will keep improving until you deem us worthy of your support. Still, are grateful for you had given us a chance to earn you. We just hope it isn't too late for second chances. This time for sure, we will take better care of your trust. Until then! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 16, 2022

Hi Sabrina, Thank you for leaving us a review. We're sorry we could not impress you the way we wanted. We are absolutely willing to see what we can do to make your experience way better. A follow-up email will be sent to you immediately after this response is posted. Please let us know how e can help. We are highly anticipating to solve this together with your help. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 16, 2022

Hi Dominique, Thank you for writing in! Sorry does not even begin to cut it, but we do apologize for the trouble you have experienced as satisfaction is our utmost priority for you. As I have investigated on your case, I see that you had disputed the charge on your bank on the 10th of December, and we are referring to your message via email with one of our Customer Gratitude people. I'd like to express how sorry we are that you feel totally disappointed with your shopping experience with us. This is the last thing we'd want our customers to feel and I must say that I truly understand where you're coming from. Hence, we deeply apologize. Upon checking this order, it has come to our attention that you have filed a dispute with your bank before your request to return the items which resulted in a chargeback on your order. Now, this dispute you filed with your bank has been received by us and we, therefore, have responded to them and are now waiting for their decision if they will honor your dispute. If they approve this, the amount will be refunded back to your account by them. However, please be advised that it will take up to 75 days for the bank to submit its decision. What this means for you is we're unable to process any refunds on our end because of the occurring dispute and we'll have to wait until their decision is made. We'd like to clarify that we already tried to process your refund for the returned items on January 2nd, but because of the chargeback, the system will not allow us to process this transaction as the payment was put on hold by the bank. The only way for us to make changes and process a refund on our end immediately on this order is if the dispute is withdrawn, which you will have to process with your bank. I hope this helps clarify. Please do withdraw the dispute so we can process the refund on our end. Hoping to have this issue resolved as soon as possible. With gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 5, 2022

Hi Tricia, We would like to express our deepest regrets for the misunderstanding and the problems this has caused for you. Our standard order processing time takes, on average, 3 to 15 business days. Sadly, it appears the status remains stuck at the moment, and for this, we want humbly ask for your forgiveness. Stating your intentions to report the charge as fraudulent, we understand the reasons behind this and we are willing to process a full refund back to your original form of payment. We are not denying nor unacknowledging the truth that our items are sourced from various suppliers from different countries, and we have all been honest about that in our FAQs page (https://soukandsepia.com/a/faqs) We shall send you a follow-up email shortly after this is message is posted. Once more, we want to sincerely apologize for troubling you and your New Year. We are willing to find a way to work around this. We expect to get in touch with you in the email, Tricia. Praying for the safety of you and your loved ones this year! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 4, 2022

Wow, Dana! This 5-star review is like a firework to start of our New Year and ward off bad luck at the same time! It really means a lot to us! And as a token of our appreciation, we want to grant you a 25% discount on your next purchase! Simply write our Customer Gratitude team at [email protected], present a screenshot of this response, and ask a representative for a 25% code. We hope this helps! Our Gratitude Team is looking forward to handing you this gift! Hoping your 2022 will be significantly better than the 2021. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 4, 2022

Hi Danielle, Thank you for stepping forward and letting your voice be heard. The importance of reporting these incidents will surely enable for improvements in our processes moving forward. We understand this incident has tarnished your trust in us as a brand, but it won't sit right with us if this case goes unresolved. We shall poise ourselves into creating a better outcome for you this time. We'd like to express our deepest regrets for the inconvenience this has inflicted on you. In no way would we ever want our customers to suffer like this, so we are humbly asking for your forgiveness. Due to an unexpected skyrocketing in demand for 80% of our items for the month of November, some of our suppliers have faced drawbacks in the fulfillment as it had been a struggle to keep up with the demand. We fully admit and acknowledge our mistakes and we hope it's still not too late to fix this. We can absolutely offer you a full refund for your order. We'll add more compensation details in an email we will be sending right after this response is posted. We are heavily counting on your cooperation to resolve this with you. Talk to you in the email! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia