souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAJun 1, 2022

Hello Sandy, Thank you for writing about your thoughts on souk + SEPIA as a company. It is true, that we've been plagued by delays recently and have, as you all can see, struggled to fulfill orders due to the effects of the new COVID-19 restrictions in our partner merchant's area. We are resolving this in the form of 2 new upcoming warehouses in California and New Jersey to save everyone more time as packages will be delivered from within the country once both are up and running. We hope you'll be around when these are fully operational so you can get the experience you deserve. We really would appreciate a shot at redemption. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJun 1, 2022

Hello Janet, We would like to express our gratitude for going out of your way to personally write us a review. We are well aware of the shipping delays that have affected multiple customers and their trust and confidence on us, have also been negatively impacted. We know how much y'all have been agonizing about these delays which is why we are in the process of acquiring two new warehouses which will considerably reduce shipping times. We'd like to further apologize for the inconvenience caused by our negligence on the quality control area. We are willing to process refunds for you if you no longer wish to wait for the two other items. We are looking forward to hearing back from you again soon! Please let us know how you'd like to proceed at [email protected] and it would be our pleasure to help you! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJun 1, 2022

Hi Kea, Thank you for writing in! We would like to express our deepest regrets for the chain of unfortunate events which compelled you to believe we are an illegitimate company. Understandable that when such things happen to you, it's only logical to believe you are being duped. Establishing ourselves as a business that cares for its customers' wellbeing, the apologies are of course, wholeheartedly meant. This business was built with customer service and satisfaction as its core which is why we genuinely feel ashamed for troubling you. We know how much the delays have affected our good relationship with our customers' lately so we have been cooking something up for everyone, and that is two new warehouses in CA and NJ. The acquirement of these warehouses will dramatically decrease shipping times. We also make sure to process refunds to customers who are not satisfied with us, so in this regard, we are a real company. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 26, 2022

Hello Haniyah, Thank you for writing us your thoughts and sentiments. We want you to know that we regret the misfortunate experience you had with your first and second orders. Upon taking a closer look at both orders, we see that the first order was a Final Sale item which only cost $39.99. However, it ran out of stock before we could ship it due to high demand which is why we had to refund you the amount. The Final Sale items differ to regular ones because the former are never-been-used purchases that were sent back to us for exchange by customers. That's why it is sold for a relatively lesser price. As per the Accra sandals, the pair's heels really was meant to be unidentical and we have pictures from another customer to further prove our case. I hope you have a pleasant rest of the evening! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 26, 2022

Hello, Kye! Thank you for leaving us your review here in Trustpilot. It may be a little too late, but we would like to ask for your forgiveness. All the trouble we've caused is unintentional, but we take full responsibility for those, nonetheless. Upon taking a closer look at your order, I see that you also had an agreement with Fits for a refund and we hope you receive it as soon as possible. In early January, we have sent a mass email to our customers that some orders are to be backlogged for 6 to 8 weeks. It was even posted in our website's homepage. Soon enough we will have two new warehouses up and running in New Jersey and California to dramatically lessen the shipping timeframes. Future orders will now be shipped from there instead of having it ship from our partner merchants' respective countries. We are excited for this change to take effect, and at the same time, we're very thrilled to offer a much improved service to you, our dear customers. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 25, 2022

Hi Paula, Thank you for writing in! We feel totally bad for how your order went, but we would like to make a further investigation as our order numbers only consist of numbers as opposed to the reference number you have included in your feedback which has a letter in the beginning. We're looking forward to hearing back from you. Wishing you a pleasant one ahead. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 19, 2022

Hello, Grace! Thank you for going out of your way to write us a feedback. We definitely do now wish this kind of experience for any of our customers. We apologize for letting you down this way. However, upon reviewing your order's records, we see that it has begun moving by the 10th of May, 8 days before the order becomes a month old. Standard shipping takes 3 to 15 business days but orders from early January have been stated to be backlogged by 6 to 8 weeks. Luckily, your item arrived less than a month after it was ordered. As per the item's sizing, we want to express our deepest regrets that you received something that doesn't spark joy in you. We would like to make up by providing you a refund in the form of store credits instead as we cannot monetarily refund Final Sale items for the reason that it's already highly discounted. We shall send you a follow-up email so we can get in touch and receive your decision. Looking forward to hear from you soon! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 19, 2022

Hello, Karla! We are deeply ashamed to face you after hearing about what you have to say about the delays. Your feedback is one that we can never really be mad about knowing that delays have been going on ever since the start of this year. We even had that posted in our website's homepage, some orders are backlogged for 6 to 8 weeks with the exception of Final Sale, WEARable Art and Athleisure which only takes around 2 to 3 weeks to ship. We can agree that your experience must be something that isn't commonplace as everything seems to be made quick and easy nowadays. We think it is completely normal for you to have this kind of reaction, but we do not want to make this a normal thing when ordering from us. For these reasons, we are in the final stages of acquiring 2 warehouses in New Jersey and California which will serve as a long-term solution for the delays here and there. We know our customer service is great and all, but we really would like to match that level with our shipping to make this organization truly exceptional. We pray that one day you'll be able to give us a shot at redemption. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia