souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAApr 14, 2022

Hi Tara, It deeply saddens us to learn of your frustrations that have accumulated due to the delayed shipping and possible miscommunication between you and our Gratitude Team. Upon reviewing your exchange with our Gratitude Team, we have a better understanding of your situation and how these emotions came to be. We would like to express our deepest regrets for all the troubles that have come your way due to our lack of control over the shipping issues of your purchase. We wholeheartedly agree that being a small, black led business does not give us a pass to abandon our responsibilities to our consumers. We're sorry for giving you reasons to think that we are not a real company. But as a company that represents the black community, we swear to give you a better shopping experience should you graciously bless us with another chance to serve you right. Good news is, your refund request has been processed just a day after this feedback was submitted. We truly hope that that resolves some of our problems. wishing you a pleasant rest of the evening and a safe rest of the week! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 13, 2022

Hi Courtney Thank you for writing in! We are sorry to hear about trouble you're going through. We will be working a way for you to either get the item or get your refund, either back to your card or as a store credit instead. It`s true that you will find some of our products on other online stores and this is because as a fashion marketplace operating online, curating products involves working directly with merchants, artisans and suppliers who also happen to work with other businesses (i.e AliExpress, Shein, etc). We have no control over our partners` relationship with other businesses as we do not plan to lock them in an exclusive relationship with us so that they`re free to hustle. What we can definitely guarantee you though is that we hold them all accountable for any poor quality items they send to our customers by black listing them from our suppliers/merchant roster. In addition, should you find these items from any one of our suppliers unsatisfactory we`ve made sure that our returns process is easy and our return portal user-friendly, so that you can send these items back and give you the resolution you prefer fast. We even just recently set up Return Bars/Kiosks near you where you can drop-off your returns where ever you are in the country! And, yes, it`s also true that the prices of our products may be higher than those in other stores on the internet, but we can absolutely guarantee that our products offer advantages that you will not find in a cheaper alternative. As a general rule, we try to keep our prices linked to the overall experience with souk + SEPIA and this includes, but not limited to, better technology, fashion board creation, and better customer service for our tribe! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 12, 2022

Hello QueAndra, Thank you for writing in! We would like to express our deepest regrets for badly disappointing you this time. Our vision has always been to keep our customers as happy as possible. That's has been the goal ever since the establishment of the Gratitude Team. Running a business during a strange time like this was never easy. Shipping challenges are always present and it's hard to tell just when we will fall victim to such. Upon checking, it looks like the order you were referring to was the one with Ibba women's boots. Just to clarify, there actually has been a tracking number for said item and that was sent to you. The problem was it never showed any updates and was stuck in a "Label Created" status. Usually when this happens, the item is already in transit even though there are no existing updates just yet. Fret not as I see that the boots have been fully refunded as of April 10th. We hope you can give us another chance to redeem ourselves. This time, we will make sure your entire order arrives. We also have discounts and store credits waiting for you to redeem! We truly wish for your day to go smoothly. We pray for you and your family's safety. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 11, 2022

Hello Nicole, Thank you for writing about your experience! It's quite a shame that you weren't able to leave with a wonderful experience as a first time customer. If this brings comfort for you to know this, we are currently in the middle of overhauling our shipping and merchant partners for a quicker and smoother transaction for both customers and us, the online marketplace. There is nothing to fret as I see that your order has already been refunded. You should already have the funds back to your card by now. It is regrettable that this incident has caused you to see us as a scam company, but we are 100% legitimate. We wouldn't be around for almost two years now if we were. It's just unfortunate that such circumstances are placed in front of us. Give us another chance and we won't let you down. We have store credits for you and discounts should you wish to try us again and give us a shot at redemption. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 6, 2022

Hello Julia, Thank you for bringing your case to our attention! We definitely never meant to let you down like this and we are terribly sorry that your experience has not been the best kind or not what we would have desired for you. Knowing that your order was meant to be a birthday gift breaks our heart that they did not receive your token of love for them. Apologizing would not right the wrongs, but we stil want you to know that we're sorry for the trouble. We have informed our supplier of the extremely delayed shipping and we have removed them from our merchant roster. We also would like you to know that we are in the process of overhauling our system and that includes our partner boutiques. This is expected to positively affect our shipping timeframe as our aim is to ship 100% of our products from the US. We hope to be worthy of your support in the near future! Until then, we shall wait for you to give us another shot at redemption. Wishing you luck in all of your endeavors. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 6, 2022

Hello Sharon, It's a real shame that we have to connect under such circumstances. We feel terrible for making you feel terrible as your satisfaction is what we always aim for. We would like to extend our deepest regrets for troubling you. We take your review very seriously and we think that we must be fair to you as well. We would like to properly compensate you. We shall send you a follow-up email where we can have an in-depth discussion about the compensations we can offer. For every item you received that wasn't a fit, we will generate a gift card code which will depend on the total amount of the items. As for order number #116332, we have processed a refund for the charge. You shall receive a notification email from us regarding the refund. It should take about 3 to 5 business days for the funds to settle back to your account. Your frustration is absolutely understood and we'll do anything we can to make this experience right. We're eager to get this sorted out with you! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 1, 2022

Hi Verona, Before anything else, allow us to extend our sincerest apologies for the inconvenience we have caused you. Rest assured, the representative in question shall receive a coaching session with us. We see that an apology for getting your name wrong wasn't even done, so in behalf of the rep, we would like to apologize. On the 29th of March, it looks like a refund was successfully processed. Your money could be back in your card in as soon as 3 to 5 business days. The stress we've caused you was truly unintentional. We'd like to offer you a gift card for the trouble. We will be reaching out to you in a follow-up email. We can continue to discuss about said gift card there should you be interested. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 1, 2022

Hello Charla, Thank you for bringing your case to our attention! We would like to express our deepest regrets for how your experience with us went. We didn't mean to make upset you with the 20% discount offer, although in hindsight, our representative should know the proper time when to offer it, and that was clearly a bad time to do so. For that, we also would like to apologize. Please let us do something for you this time. Just send us your email address and the order number for the purchase so we can verify the case. Once done, we'll reach out to you via email. You can respond to that request here in Trustpilot. We are looking forward to hear from you soon! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia