souk + SEPIAReviews of soukandsepia.com

Reply from souk + SEPIAJan 23, 2021

Hey Ashley! We're ecstatic that you loved our website and you find it to have so much flavor and cool and different styles! Our CEO and the entire tribe will definitely be happy to read what you wrote. We put curating highly fashionable and good quality pieces as one of our main priorities and your review reaffirm the hard work souk+SEPIA has put in every day. So thanks for your kind words. We look forward to serving you again. Oh, hey, we'd like to get to know you better. If you ever feel like posting your image on Instagram wearing any or one of our pieces, please do mention us on your post @soukandsepia as we'd so love to highlight you on our stories! :) Thanks for the love! 😊🙏❤️😍

Reply from souk + SEPIAJan 22, 2021

Hello there Tam! While it feels great to know that you've given us a shot and ordered two different items from us, we're terribly sorry that you have had an issue with the delivery of your items. Feeling disappointed is going to actually be an understatement if I were in your shoes. We understand that we've already refunded your items that were lost in transit back in November 2020 however, we'd like to take this chance and use this platform to give you clarity over what has happened. At the beginning of the holiday season last year, our partner courier, USPS, has experienced an unprecedented influx of deliveries which has swamped the postal service as the COVID-19 drove people to buy online; apart from this a significant number of their workers were under quarantine for testing positive of the coronavirus - all this has greatly affected and impacted not only the speed of the deliveries but also its efficiency. We're really sorry that both you and our company had to experience that but we're hoping that as the peak and holiday season has come to an end - things will be back to normal. Reducing shipping and wait time - in the time of pandemic where people rely heavily on buying stuff online more than ever - is probably one of the most challenging aspects of running an online marketplace such as ours, but just so you'd be updated, we've recently worked and are still working with a consultant to help us improve shipping and wait time issues and manage problems like these. We really hope to see you again in the future, Tam. Thanks for posting the review. While we may never be able to turn back time and change what happened, trust that you have our commitment to improve keep improving and evolving as a business. Until then, please accept our sincerest apologies on behalf of everyone in the souk+SEPIA tribe. Stay safe and sound! 🙏❤️ —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Reply from souk + SEPIAJan 22, 2021

Hi Jillian! We're sorry to hear that you held back from giving us a shot and we can totally see and understand where you're coming from. Allow us to give clarity on the sizing of our products... Yes, quite a lot of our products come from our partner merchants and artisans from overseas - and they're actually spread across Asia and Europe. Some, are from our own country, even- but so far, 95% of the time, our customers haven't had any issues with the sizing of the products in our marketplace. If you feel like seeing it for yourself, check out our IG @soukandsepia, to see the many women in all shapes and sizes featured in our account wearing and flexing our products - just so you'd have a good grasp and be able to tell which of our products may fit your body type just right. :) And should you want to know more about our sizing charts and stuff please feel free to get in touch with us at [email protected] and we'll be more than happy to answer any questions you may have. :) Oh, hey, thanks so much for praying that things get better for this black-owned business. That is so kind of you. Thanks lots! 🙏❤️

Reply from souk + SEPIAJan 22, 2021

Hullo Pamela! So sorry for the holdup in the delivery of your package and to hear that your hat was packaged not well enough. We can imagine how awfully frustrating that could be and totally understand why you'd be totally discouraged to give us yet another shot. We know this is a little too late and that we can't change what happened but you have our commitment to improving the way our hats are packaged properly and delivered in a timely manner. Our partner couriers have faced a historic volume of delivery work, as the pandemic and the holiday season drove and is still driving, people to shop online. It has greatly impacted the speed of deliveries and we're truly sorry that it has been your experience with your order. With regards to your poorly packaged hat, as we have your order details available through your name and the reference order number from the Reviews invitation we sent you - we've used these details and your feedback to call the attention of our partner merchant and revisit their packaging quality assurance process and found loopholes and corrected it and to ensure that there wouldn't be any precedents of what happened. We're keeping a close eye on the corrected process' to make sure that it'll be consistently implemented. Again, thanks for bringing this matter to our notice, Pamela. Without it, we wouldn't have been able to fully grasp the area we need to improve on and evolve as a business. Thank you - oh, and by thank you, of course, we mean, immensely! Stay fab and snug! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com

Reply from souk + SEPIAJan 22, 2021

Hi Jessica! Thanks for taking the time out to leave us a review. Our hats have consistently received great reviews from a significant number of our customers - which you will see on our website's Reviews page - and we're gutted to learn that it didn't meet your expectations. We couldn't pull up and verify your order records through your name so we couldn't tell which of our hats you're referring to but to give you an idea, most of the hats we have on offer especially the best seller ones are made of wool as opposed to it acrylic-made counterparts in the market. Wool because they're water-resistant and moisture-wicking and most of all light-weight. Our aim in choosing the hats to be sold in our marketplace is not only because it looks highly-fashionable but also to make sure that it'll feel extremely light and soft on the skin - all whilst keeping them warm. We're glad that you didn't have any issues with your return - we've always been committed to make our Return process easy and fast and we're happy to know that. We'd like to investigate your feedback further, though, and see which hats you were referring to and to get your feedback on our refund process - if it isn't too much to ask, could you please contact us at [email protected]? We'll work with you to see how we could best address your concern with the hats. Again, thanks immensely for leaving us your review. :) —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com

Reply from souk + SEPIADec 22, 2020

Hello, there! Thanks for taking the time to leave us a review. We appreciate your candidness although we really wish we could see and confirm your email address associated with the order you placed to know exactly how we could help and to know which of our partner couriers to get in touch with about the holdup in your package. We, btw, work closely with DHL, FedEx, USPS, and UPS to rectify delivery issues as soon as we can. We know how agitating it is to see unpleasant reviews from the very company you gave a shot at and trusted with, but just to help you put your mind at ease, and to give you a more balanced and fair look at souk+SEPIA, here's a link to our reviews page on the site where you can see almost 400 verified customers' feedback of our products, and overall brand experience: https://soukandsepia.com/pages/reviews Also, to give you a birds-eye view of who we are, here's the link to our About Us page: https://soukandsepia.com/pages/about-us. And should you need more clarity about our shipping and delivery, refunds and returns, here's the link to our FAQs page: https://soukandsepia.com/a/faqs And if you need any kind of help with your order, we're here to help you, simply email our Customer Gratitude team directly at [email protected]. We want to hear all about your concerns and address them in the most suitable way. We look forward to hearing from you. We hope this clears things up. 😊 Again, thanks so much for your review! Stay safe. 🙏❤️ —Customer Gratitude Team, souk+SEPIA

Reply from souk + SEPIADec 21, 2020

Hello, Marlo! Thanks for leaving us a review. We'd like a chance to investigate the status of the whereabouts of your shipment. How much happier would you be if we at the customer service team can help you find your package and resolve the issue for you? You can best reach us through the touchpoints below. If you could include your order number(s) and the email address associated with your souk+SEPIA account we'd be more than happy to find out what happened to your package: Email: [email protected] Contact Us Page: https://soukandsepia.com/pages/contact-us We're, btw, available Mondays thru Friday during business hours from 10 AM to 5 PM EDT. We're a little slower during the weekends but we'll get back to you as soon as we can. Looking forward to resolving the issue with you. Thanks so much! —Customer Gratitude Team, souk+SEPIA

Reply from souk + SEPIADec 21, 2020

Salut Karli - Merci d'avoir écrit une critique. Nous vous remercions sincèrement d'avoir pris le temps de le faire. Je suis désolé pour la confusion - nous n'avons jamais voulu vous induire en erreur ni vous ni aucun de nos partisans. souk + SEPIA est un marché de produits soigneusement et soigneusement sélectionnés du monde entier. Nos commerçants et artisans partenaires sont originaires d'Asie, d'Europe et même des États-Unis. Cela signifie que certains de nos marchands et artisans partenaires ont peut-être vendu leurs marchandises à d'autres magasins, c'est pourquoi vous avez pu voir un article que nous vendons sur un autre site à un prix inférieur. Nous sommes terriblement désolés pour le malentendu et n'avons jamais voulu vous tromper. Nous espérons que le malentendu ne vous empêchera pas de nous soutenir à l'avenir. Si vous avez des questions ou souhaitez partager plus de commentaires sur la question, n'hésitez pas à nous contacter à [email protected]. Encore merci beaucoup pour le temps que vous avez investi en nous laissant votre avis! Bonnes vacances à l'avance!🙏 —Customer Gratitude Team, souk+SEPIA