I placed my order on December 17th it is now Feb. 22nd. I have not received my order nor have I received a response to the numerous emails I sent. I order boots for 129.00. By the time I receive them it will be summer. I want my money back now. They are a fraud. I will NEVER NEVER NEVER order from this company again.
Response from souk + SEPIAFeb 27, 2022
Hi Yolunder,
Thank you for writing in about your situation. To know of your struggles is just as frustrating to us as it is to you. Everything pleasant is all we wish for you to experience, therefore this news comes as a disappointment on our side.
Luckily, on the very same day your refund request was received, the refund had been processed. One thing we do know about fraud companies is they will never give their customer's money back on the same day they requested for it, but we did it for you with no questions asked. Events may not have turned out as anticipated, but we still hope you can give us a chance one day.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
LK
latoya K.
Have yet to receive my order from January 20th
I placed an order on January 20th and receive part of my order in a timely manner. After not receiving the other part of my order about two weeks after ordering it I sent an email. The response was rather quick. I was told the whole process takes about 3 to 15 days and I would be sent an shipping confirmation. Needless to say it is now February 20th and I haven't received a confirmation or response from two emails I sent. I will not order from this company again. Cute clothes though!
Response from souk + SEPIAFeb 23, 2022
Hi Latoya,
Thank you for bringing this to our attention. We would like to sincerely apologize for the unexpected delay of the second part of your order. It's absolutely the opposite of what we yearn for our customers to experience.
Thankfully, the second part of your order has been refunded right away, per your request. Despite starting out on the wrong foot, we want you to know we're grateful for your having enough heart to admit that our clothes are cute. May you have a pleasant rest of your evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KJ
KJ
I ordered my items over two months ago…
I ordered my items over two months ago and NEVER received my items nor did anyone from customer service try to accommodate me for my inconvenience. DO NOT TRUST THIS COMPANY! IT IS COMPLETE FRAUD!
Response from souk + SEPIAFeb 22, 2022
Hi KJ,
Thank you for writing in! We are terribly sorry for any inconvenience we have caused you. I hope you take a little comfort in knowing that we are serious in finding a solution for your troubles.
We have sent you a request here on Trustpilot with the intention of obtaining your email address or at least your order number so we can check your order details and provide the necessary solutions for you.
Please don't hesitate to hand it out to us as those information is crucial to the resolution of this case. We are looking forward to hearing back from you, KJ! Wishing you a pleasant rest of the evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
YO
Yolonda
I never received my order a $39…
I never received my order a $39 sweatshirt for a friend after she complimented me on mine. She never received it. Customer service is horrible with communication and offered me a #10 gift card of my inconvenience but refuse to refund my $39. Scam site!
Response from souk + SEPIAFeb 21, 2022
Hi Yolonda,
Thank you for writing in! We would like to apologize formally and sincerely for any inconvenience caused. I'm sure your friend would have loved it too had she received your gift. We will do everything we can to help you express your appreciation towards this friend of yours.
We do not want to cause any trouble to you we promise to take full responsibility for this. Having your email and order number attached to this review would have been really helpful as we can check your order in our records and initiate an investigation from there.
Allow us to help you by responding to our request for said information here on Trustpilot. Your cooperation would be greatly appreciated.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KR
Keisha R.
All lies they sent me a plastic jacket…
All lies they sent me a plastic jacket fir for a two year old and still offering coupons.. Straight garbage!!!!!!! Run run run don't waste ya money... Black frauds fraud business's... Owner is a scammer... & if u wanna blame the manufacturer, u should atleast have merchandise on hand to see what your receiving, 2 months to receive a disco jacket.. And they blocked me... Girl save ya money and Google the images and try to buy elsewhere.. But this company is the worst straight trash
Response from souk + SEPIAFeb 21, 2022
Hi Keisha,
Thank you for writing in for the second time. It's a damn shame we couldn't give you an outstanding experience because we really do believe we owe it to you and every customer of ours.
We can't express our regrets enough that you received your item and it looked nothing like what was shown in our website. As an online marketplace for curated boutique items, we have limited control on what our partners send out to our customers. As a countermeasure to this, we do offer an easy returns process so you can get your money back as quickly as possible.
No need to worry as I see your order was already fully refunded by us. We also want to make it clear that our founder is no way near a fraud or a scammer if you will. She is 100% legitimate and you may check her personal website here: https://www.kneela.love/ We are sorry for wasting your time, but this was never in our intention to do so.
Wishing you peace and prosperity for the rest of this year.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
MJ
Mary Jane A.
I loved the clothing on the site
I loved the clothing on the site. So progressive, bold, unique….. maybe. I’ll never know because my order never came! I ordered 3 items (2 accessories and one pair of boots) on January 4, 2022. I emailed requesting order status on 1/15/22. I was told they have 3-15 business days to process my order. I waited and emailed again on 1/24/2022, 1/31/2031, and 2/9/2022 after not receiving my order or even any indication my order was being processed. Each email was promptly returned with different excuses about why my ordered was not processed yet. The last response from the company on February 9,2022 contained so many contradicting statements and excuses that it was clear the company was lying to me. After over a months of assuring me my order was about to be processed, on February 9 they told me it will be at least a few more weeks for my order to be processed!!!!! And offered me a store credit!!!!!!!!!! Why would I want a store credit so I can wait to never receive another order?! It’s really sad because there are other items in my cart but I can’t order anything else from this company after this experience. Some of the reviews say they actually get the order eventually but this is unacceptable. The items won’t even be in season anymore if I get them. I hate to say it, but I cannot recommend this company. Don’t order unless you don’t care if you get your order or not.
Response from souk + SEPIAFeb 17, 2022
Hi Mary Jane,
Thank you for the elaborate explanation of how your experience with us went. Honesty is always the best policy and we know for a fact that we never would lie to our customers. We would like to express our deepest regrets for leading you to think this way.
We have went over your exchange with our Gratitude Team member, Fits and we'd like to sincerely apologize for the misunderstanding. You can rest assured he will be properly coached regarding the appropriate actions to do in situations like this one.
You absolutely have the right to feel how you feel, and say what you want to say. We take full responsibility for this incident. Offering you a store credit when you haven't even received your first order yet was quite insensitive, I would dare say. For this reason, we want to extend our sincerest apologies.
We can offer you a full refund instead should you wish to turn away and move on, but if you're still willing to wait for your items, we can instead refund 30% of the total paid amount. In a follow-up email, we will bring up this offer and see how you wish to proceed. We want nothing else in this world but to do you at least one right by you. Whichever way you want to do it, we shall gladly assist you throughout.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
JE
Jenn
IM STILL WAITING AFTER ALMOST 2 MONTHS
IM STILL WAITING AFTER ALMOST 2 MONTHS. This is just not right. They have cute items but the delivery time is horrible. I'm still waiting on a tracking update, and the communication is horrible. HOWEVER they stay posting on IG. Get your delivery together before you posting all the time. This type of customer service will catch up to your business eventually. #getittogether
Response from souk + SEPIAFeb 16, 2022
Hello Jenn,
We greatly appreciate your honesty and concern for us. It deeply saddens us that your experience had been rather poor and if we could turn back time to start over, we would in a heartbeat.
We want to say sorry for leaving a negative impression on you. To ask you for a chance is too much, but we're confident that we can give you a better experience should you change your mind about us.
Digging deeper into this issue, we have determined the problem at hand. The merchant responsible for your order had ran out of stock of the piece you had selected and had informed us a tad too late. For this reason, we have fully refunded your order.
Removing them from our merchant roster would be beneficial for us and you, the customers, so we have added them to our list of vendors to avoid doing business with in the future. We also would like to add that the people behind our IG and the people sending emails are completely separate from each other. I hope this helps clarify. Please don't hesitate to write us should you require further assistance. Wishing you blessings and resilience!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
JB
Jill B.
Do better. Do much better.
I ordered a coat on December 24 (not expecting it for the holidays) and like many of the reviewers here, didn't receive notification that it had been shipped until several weeks later, although PayPal was charged right away. I understand that the global supply chain is affected by COVID and other factors, so I could forgive the length of time it took to ship, but the lack of transparency about my order was unacceptable. I received an update/apology email 3 weeks later, and on Jan. 27 I received a message stating my order had shipped, and the expected delivery date was between Jan. 14th and 24th. Since I couldn't glean when my shipment would arrive based on this time-twisting information, I decided my order would arrive eventually. On Feb. 5, I was notified that my order was out for delivery and would arrive the next day, which it did. When I opened the package, the coat I ordered looked like the one on the website, but when I tried it on, the first thing I noticed was the pervasive odor of mildew, and that the XXXL I ordered was too small. I'm busty and I normally wear an XL, so when I read the sizing guide prior to ordering, I decided to size up just in case. I could barely button the coat, and the cut was not as advertised. The web image showed an A-line silhouette, which is what made me want to buy the coat, but the cut was much more straight, so it didn't flare from the waist, which was oddly high (I'm high-waisted, so the waistline on clothes usually hits closer to my hip). Overall, this was a disappointing experience from start to finish. I'm returning the coat for a refund, and won't be purchasing anything else from the site.
Response from souk + SEPIAFeb 16, 2022
Hi Jill,
Knowing how awful your experience with us had been so far, it's hard not to lose face. We would like to express our regrets for the series of disappointing events we have unintentionally caused you. It's sad that we started out on the wrong foot, but know that we would never want to lose your trust like this.
We had tried to look up your interactions with us in our email customer care channel, but we could not find any when we looked up your listed email address and order number in our Customer Gratitude email's inbox.
Although the experience wasn't necessarily impressive, we want to say thank you for leaving us something to remind us that we are still a ways to go as a company. Each time you report these incidents, it brings us a little closer to becoming a decent company for you.
Sizing issues have been brought to our attention and we understand it's imperative to be spot on in terms of sizing, so we want to sincerely apologize for that as well. Manufacturing inaccuracies are beyond our control and this may have been one of those cases.
Not to worry, we have at least refunded your order back in the 10th of this month, and you should be able to find your money back in the card you had originally used to purchase. Glad that the return process ran smoothly, though. Once more, we want to extend our sincerest apologies for this mess. I know it's too much to ask, but we hope you can give us a chance to redeem ourselves soon if not right now. May you find yourself blessed and safe.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
