souk + SEPIAReviews of soukandsepia.com

Reply from souk + SEPIAJun 2, 2021

Thank you for writing us your sentiments, Tonette! We genuinely appreciate your thoughts and hold it in high regard, regardless of its nature. We're sorry for letting you down with the shipping time. We didn't mean to make you feel this way, so we want to just say that we are doing our best to cut down the shipping time with the consultant we had recently hired. We're currently working on shortening the whole process so that we can also save you some time. Not to worry, I have checked your order and it looks like it has been picked up by our shipping partner as of today, 2nd of June. It shall take a few more days for the item to arrive at this point in the process. I hope this helps! You're always welcome to write us back in the mail at [email protected] should there be additional concerns you would like to bring to our attention. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 31, 2021

Dear Angela, We appreciate your bringing this to our attention. We are completely embarrassed by this incident and do not wish for this to happen to any of our customers at all. We want to express our regrets and apologies for this experience which you truly do not deserve. Souk + SEPIA is a marketplace of carefully selected boutique items from across the globe. We have partners from the United States, United Kingdom, Tibet, Thailand, China and even Lagos in Nigeria. There is a probability that your orders may come from China as we have partners with warehouses located there, but we can assure you this isn't always the case. We'd absolutely love to correct this and turn things around for you. We can offer a free return for the items plus extra We'd love to get your email address and order number which you can provide via the request we sent you here in Trustpilot. We're looking forward to hearing from you so we can start sorting things out for you. May you have a wonderful rest of the evening. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 28, 2021

Hi Lakeesh, Before we begin, we would like to express our deepest, sincerest apologies for the trouble we had caused you. Please know that we do not wish this kind of experience to any of our customers because we only want one thing: and that is to be able to give our clients memories to smile about. This hasn't been the case so far, and we feel terribly sorry for this. We did not mean to make you feel neglected with your concern and so we have sent you an email with the solutions we have prepared just for you. One of the good news the email brings about is the full refund we had just issued, hours earlier today. We have additional compensational offers in the email which we wholeheartedly offer to you, for all the trouble that's caused. We sincerely apologize for giving you the impression that we are a scam website. If we had to wait close to a month for an item without proper updates, we would also be compelled to think the same. As of now, we are still awaiting a response from the merchant who was supposed to process your order. Rest assured, we have listed them as one of the merchants we will be wary in doing business with in the future. We can assure you that such cases rarely happen and when they do, we make sure you are covered. Hope you'll get to read our response in the email we sent you. Should you have additional questions or concerns, please feel free to address it in our email so we can have a formal documentation of our exchange with you there. We do hope you're having a beautiful rest of the evening. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 25, 2021

Thank you for stepping forward and bringing this to our attention, Shakirah! We absolutely understand your feelings of frustration as we, too, have experienced something of this sort when ordering online. We do feel genuinely sorry for the inconvenience you had went through with this order. Souk + SEPIA is a marketplace of lovingly and carefully selected boutique items from around the globe. The information about the possibility of our items coming from China is available in our FAQs page (https://soukandsepia.com/a/faqs) for transparency with our customers, but I guess it may not have been transparent enough and we also would like to apologize for this. As per the items of poor quality you've received, we're happy to tell you that we grant refunds, no questions asked, for items that did not satisfy our customers. You can rest assured we will inform the suppliers responsible for the incident and will be added to the list of suppliers we will possibly be cutting off of our business. We'll send you an email where we will be asking for a list of items that you're opting to return. We shall discuss the solutions further in the email. We're looking forward to sorting things out with you! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 24, 2021

Hi Sonya, Thank you for stepping forward and bringing this to our attention. Before anything, we'd like to let you know that this type of experience is the last thing we want for a precious customer such as you are. Souk and SEPIA is a marketplace of carefully selected boutique items from across the globe including United States, United Kingdom, Tibet, Thailand, China and even in Lagos, Nigeria which means there is a possibility your orders may come from China, but this isn't always the case. We'd really love to talk to you and sort things out through the phone, but we're only reachable via email and chat for now. A phone channel is something we are currently looking at right now and setting it up takes some time. We're terribly sorry for any confusion caused. We'd like to let you know that we are indeed a black-owned business. As a matter of fact, we have been featured on The Muse as one of their 23 best loved black-owned biz: 23 Black-Owned and Black-Led Businesses We Love on The Muse https://www.themuse.com/advice/black-owned-led-businesses You can check our profile on The Muse: https://www.themuse.com/profiles/souksepia#jobs We're absolutely sorry for the bloody inconvenience this has brought upon you. Rest assured, we have brought this to our supplier's attention. Right now, we're in the process of red-tagging suppliers whose shipments are delayed. Through this process, we'll be able to weed out the suppliers we shouldn't be working with. Additionally, we have sent you an email which details some solutions we're offering just for you. We've also processed a refund for your earrings. You should receive a notification email with regards to this, and the funds will settle within 3 to 5 business days. I hope this has helped. We are hoping to give you a better overall experience and good things to remember. Looking forward to getting in touch with you in the email. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 22, 2021

Hi Denise, Thank you for leaving us your sentiments here in Trustpilot. The importance of such is something we do appreciate as this helps us reflect and become a much better company than we currently are. With regards to your order being shipped from China, we did not mean to keep this away from you. As a matter of fact, we do have this information in our FAQs page through this link https://soukandsepia.com/a/faqs. You will find that our items may come from various parts of the world including the United States, United Kingdom, Tibet, Thailand, China and Lagos in Nigeria. We know that you only meant to pay tribute to your husband's African roots by supporting a black-owned business and we're terribly sorry for causing this distrust. Since you will be moving out in less than 20 days, we have processed a full refund for your orders. We feel regretful for the lack of proper service you have been given thus far and won't stop at nothing to give you the experience you deserve. Additionally, we have sent you an email which contains solutions we are more than happy to offer. I hope you find the time to ready our email. We're looking forward to getting in touch with you there. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 20, 2021

Hi Jennifer, We'd like to begin by saying we never meant to cause you trouble of this magnitude and we feel deeply regretful about it. Our loyalty is with our clients' satisfaction and this never ceases. In our FAQs page, you will find that some of the items may come from China (although not everything does as we work with artisans from the United States. United Kingdom, Tibet, Thailand, China and Lagos, in Nigeria.) https://soukandsepia.com/a/faqs Now, with regards to the the package being refused by the addressee as per USPS, we think this may be because we have recently moved our headquarters in New York City. When we relocated to our new headquarters in New York from our NJ office on the 5th of May, we got into an agreement with our former building manager to allow our partner couriers to drop the returns that were sent to us before we moved and one of our office staff will pick it up twice a week but for some reason, they've been refusing to accept it. We express our sincerest apologies for being one of the customers affected by this. I know you're furious with your experience so far, but we hope we can still redeem ourselves. With regards to the item you received being short of impressive quality, we have been red-tagging merchants which products have been repetitively receiving bad reviews from customers. We absolutely don't want any trouble and we will definitely use this experience to improve the quality of our service. Per your request, we have processed a refund for the three items returned. Refunds may take 3 to 5 business days depending on your financial institution. We have also responded to the email you have sent us at [email protected]. We are looking forward to a better future with you. We know this has been stressful for you, but we see this as an opportunity for growth. We have only been around for less than two years, and we are still growing dynamically. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAMay 31, 2021

Hi Adwoa, Thank you for writing us your sentiments. Believe it or not, we do appreciate all types of feedback as it presents us an opportunity to understand each sides. We are terribly sorry for the inconvenience this has caused. Please know that we do not wish type of experience for any of our valued clients. We have received your return has been refunded on the 25th of May, I believe, by one of our Customer Gratitude representatives, Siena. The funds should reflect in your bank account by now as it only takes 3 to 5 business days for your bank to process the refund. As per the items being similar to the Jacquemus line of footwear, we extend our sincerest apologies. Our explanation for this is that souk + SEPIA works with suppliers/artisans who also work with other brands. As an online marketplace of curated pieces, there will possibly be items in our website available in other stores as well. We apologize for the impression we've given you, and understand the frustration this has brought upon you. We aren't locked in an exclusive distribution deal with a few of our partners merchants in the US, UK, Asia and Africa. I hop this helps bring clarity to the situation. If there is anything else we can do for you, please don't hesitate to write us back at [email protected]. We hope you have a lovely rest of the evening! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia