This rating is based on 4 orders experiences. In the most recent, I ordered a coat. I got a jacket. And, since it's a final sale, I've been told can't send it back. But at least I got this order. I am still waiting for a pair of pants I ordered in December. It is now March.
Response from souk + SEPIAMar 17, 2022
Hello Ruby,
Before anything else, we'd like you to know that we are just as frustrated as you are to hear about your struggles. We understand that it is outrageous to have to wait too long for something you've already paid for. We sincerely apologize for our lack of control over this unfortunate event.
Upon checking the status of the order, it looks like it has been shipped out from our partner's warehouse and a tracking number is already existing, but it does not bear any recent updates. For this, we are offering a full refund with extra credits for you to use on your next items should you wish to give us another chance.
As things stand, we do not deserve your support due to the inconveniences we have inflicted on you, although these are completely outside of our intentions. We will send you a follow-up email shortly after this response is posted. Through that, we hope to re-establish a healthy connection with you. May you be safe from harm wherever you go. Please have a pleasant rest of the day.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KG
Kay G.
I place two orders and still waiting…
I place two orders and still waiting on merchandise... Thanks for your response and glad one of the items is on the way from my second order. My first order from Jan 29th is still pending shipment of 3 items.
Response from souk + SEPIAMar 3, 2022
Hello Kay,
We are profoundly sorry for the troubles and for any misunderstanding on the processing side. Upon checking, we see that your order has been placed on the 16th of February. We'd like to take this chance to let you know that our order processing takes 3 to 15 business days.
Upon checking, we see that your order is still on the 12th business day yet it's also bound to arrive real soon! As a matter of fact, it says in the tracking link that it is bound to be delivered tomorrow, March 4th.
We are absolutely thrilled to know that your order will be coming tomorrow! We hope this information has come as a relief to you.
Sincerely wishing your day goes as pleasant as can be.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KR
Korine R.
Extremely disappointed
Extremely disappointed. I ordered $400 worth of merchandise mid January. First It took a month to receive just two of the items, which for their price point, it isn’t very good quality. I wanted all the items for a trip that I am taking in March and due to the long waiting period I asked If I could have the remainder of my order canceled and refunded, which they promptly did. Fabric quality definitely isn’t worth the price and the wait times are beyond ridiculous, but they were fast in responding to my issue and issuing me a refund.
Response from souk + SEPIAFeb 22, 2022
Hi Korine,
We dearly thank you for sharing your experience, although it hasn't been the best kind. As someone who also shops online, we understand how frustrating it feels to have to wait too long for an order that's already paid for so we sincerely apologize to you for the trouble.
As much as we'd love your orders to be in tip top condition, some manufacturing defects are beyond our control. Not to worry, the merchant who was responsible for sending it will be added to our list of vendors to be reassessed in our merchant roster.
We never meant to make you feel bad, Korine. Even though the outcome wasn't as expected, we take comfort in the fact that your concern was promptly addressed and that your refund was processed right away. Hoping all is well with you and as well as your loved ones.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AM
Amber
Like the site
Like the site. I wish it had pics of people wearing the items instead of them just laid out on a surface. Shipping time is a major drawback.
Response from souk + SEPIAFeb 15, 2022
Greetings, Amber! Thank you for voicing out your opinions and giving us your suggestions. Admittedly, our shipping timeframe is an element we would like to polish. We have been working on it for the past few months to offer you an improved service which you all rightfully deserve. If you are read this, I just want to let you know that we have photos of our customers wearing our unique, stylish pieces on Instagram here: https://soukandsepia.com/pages/show-your-style
This is our "Shop Instagram" section found in the website. In case you change your mind about us, we encourage you to check it out so you'd at least have an idea of how our pieces look worn by real people.
I hope these information helps. Don't ever hesitate to reach out when you need us. We're at your disposal! May you have a pleasant evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
LW
Lisa W.
Quality Didn’t Match Prices
I ordered items in December, December 5th to be exact and I just received my items today on 1/25/22. When I first messaged them because I didn’t have a tracking number they told me their policy said they had 7-10 days to get me one. All of the reviews I read said shipping time was an issue but they loved their items so I overlooked it. I also heard that they had a store in NYC, so it seemed legit even though I was charged over $300 with no invoice or sign of items arriving. I ordered the items to have for an event on 1/19/22 so that didn’t happen. I really like the shirt I received but it’s too small and the fit is completely off. Although, the material does feel really good. It doesn’t feel $80 good though. It doesn’t have a tag inside so it does seem like it was made to order. And it was definitely overpriced. The coat was a green short (leather/shearling like) coat but the one I got is nothing like the picture. I did not expect it to be real leather. The collar is shorter and totally different than what was pictured, the size is definitely not a large as it is marked and it shed terribly all over my clothes when I tried it on. Additionally, it’s definitely not the same material or cost displayed in the picture. For the price of the items this shouldn’t be the case. I also have another part of my order that I have not received yet. It also presents as a Black owned, women operated company on its website and social media but the size of the clothes and the fit plus the fact that it shipped from China and took almost two months to arrive to me lead me to believe that’s also deceptive.
Response from souk + SEPIAJan 27, 2022
Hi Lisa,
Before anything else, we would like to grab this chance to express our deepest regrets for the troubles you have been going through. Upon checking your order number in our system, I see that it was placed on the 10th of December instead of the 5th. Even so, there is no denying that your order has experienced a delay. For that, we also would like to sincerely apologize. We have noticed that complaints about this particular jacket have been increasing, thus, we will be adding the partner merchant responsible for supplying these unacceptably low quality products to the list of suppliers we will potentially be removing from our merchant roster. The same goes for the other item. We'd be more than happy offer a full refund for the items, even the one that has not yet arrived. I hope this helps prove that we are not here just to make money. We want to earn it and deserve it, and since it doesn't appear to be that way, getting your money back is only right. We will be sending you a follow-up email after this response is posted. Some of our products may come from China, but this does not apply to every single piece in the website. Since we are an online marketplace of curated boutique items, we have partners around the globe, namely, Tibet, Thailand, United States, United Kingdom and even Lagos, Nigeria. We are 100% black owned and led. You can learn more about our founder in her website at https://www.kneela.love/.
We hope this helps explain the situation. Looking forward to receiving your reply via email. 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
BE
BEATRICE
This is a legit company
This is a legit company. If you are able to shop from their brick and mortar boutique in NYC, I'd recommend it. However, the online shopping experience is a #FAIL!
I'm aware that because of mega companies, like Amazon, consumers have an unrealistic expectation regarding production and shipping.....but 6+ weeks is really ridiculous. As much as I want to rave about this company, I just can't.
Response from souk + SEPIAJan 20, 2022
Hello Beatrice,
This feedback may be a 2-star one, but the beautiful thing about it is that it further confirms our legitimacy as a business. For this, you still have our sincere thanks. Working out a better online shopping experience for our buyers is one of the things we are focusing on improving this year. We understand how valuable your time which is why we cutting down the shipping time is an achievement we are working on. We hope one day you find it in your heart to give us a chance at redemption because we know we owe you a better experience next.
With gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
GL
Gamaya L.
Fair warning - Long shipping
Fair warning - unless you are prepared to wait months for your order DO NOT ORDER from Souk and Sepia. On their website they claim processing is 3-15 business days. That is 3 whole weeks before your order even goes out. Even then, my order wasn’t shipped in that time frame. So much for having my outfit for Christmas even though I ordered a month early. 2 stars because customer service is very responsive and polite. Sadly, this does nothing to help my frustration or disappointment because they can never provide actual updates on progress. S&S - This is what matters, NOT you saying you understand my disappointment. The cordialities and coupons for a future purchase are unneeded if you will please concentrate more efforts into order fulfillment. Here’s a tip - a lot of their items can be found elsewhere using a Google image search. I would likely take my chances elsewhere. Sorry I’ve tried
Response from souk + SEPIADec 27, 2021
Hi Gamaya,
It's a real pleasure having someone express their true feelings about us. This allows for a better understanding of both sides and helps us paint a better picture of your situation.
Although a 5-star worthy experience for our customers is what we aim for our all the time, it's true that we have days where we fail to meet this promise and we're sorry that this is one those days.
Your frustration isn't lost on us. We have spent the year revamping our supply-chain operations while scaling our Customer Experience teams in order to prevent similar bottlenecks in the future and to ensure every member feels supported and adequately informed about the progress of their exciting new purchases.
We are also aware of our items being available at similar online stores. This is because we do not lock our partners in an exclusive deal with us so that they're free to hustle and work with whichever seller they choose.
We solemnly appreciate your suggestions about improving our fulfillment as this is what we have been mainly focusing on moving on to the year 2022.
We're truly sorry for the delay you've experienced. Also, as I was checking your order, I see that you had requested for it to be cancelled. We can definitely do that for you as it is against our belief to hold your own money against you.
I hope this helps clarify things for now. Please don't hesitate to send us an email at [email protected] and we'll make sure to cater to your needs.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
EF
Erica F.
Disappointed
I have ordered from souk and sepia several times only to find the sizing way off. So far I’ve had to return four out of the five dresses that I have purchased because of bad sizing. I am having to pay eight dollars every time that I do a return. I think The clothes would be great if they would actually fit and be true to size But so far I’ve just wasted money
Response from souk + SEPIADec 16, 2021
Hi Erica,
Thank you so much for voicing out your opinions. Reading your review, I truly understand how this experience may have hugely impacted your impression of us as a company. We'd like to express our grief for the inconvenience caused.
Since there is no undoing what's already done, the least we can do for you is to provide you a gift credit in exchange for the return fees you had had to pay several times before.
There's still so much more we can offer and we'd greatly fancy a second chance from you. We have plenty of items you may choose from. Referring to the size chart and checking reviews for the item's sizing to determine your accurate measurements can also be instrumental in your shopping experience.
We will be sending you a follow-up email with the code included with instructions on how to redeem it. I hope this has been helpful. 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
