I ordered a jacket on 12/12/21 and its now January 15 22 I still haven’t received it yet. There’s no number to call, the order status say “unfulfilled” and when you send a message you get an automated message that states, Thanks for reaching out be back in five hours. The clothes on the website are so nice but I wouldn’t suggest ordering them because you’ll never receive them.
Response from souk + SEPIAJan 19, 2022
Hello Tasia,
We've seen a rise in shipping delay cases due to an unexpected spike in demand in about 80% of our items on site. We sincerely for letting you down, but know that this isn't the kind of experience we want for you to have with us. Normally, it should only take 3 to 15 business days for orders to ship out, so we're truly sorry for the delay.
We seriously owe you a resolution and we want to pay our debts to you. We will need to verify your order number to pull up your email and get in touch with you. Please do respond to our request for your order number here in Trustpilot and we promise to find a solution to this problem for your sake.
We hope to get a reply from you as soon as possible so we can begin sorting things out.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
MA
Marie
I should’ve read these terrible reviews.
It has been 1 month since I ordered over $300 in clothing. I have no tracking number & there is no customer service phone number. No way of getting a representative to help either. What a disgrace of a company. Buyer beware!!! Stay away!!!!!
Response from souk + SEPIAJan 18, 2022
Hi Marie,
We would like to express our deepest regrets for the state of unrest you had experienced caused by the shipping issues. This is totally on us and we would like to ask for your forgiveness and patience. We are available via email at [email protected]. Our Gratitude Team is available 24/7 to respond to your queries and questions. Please allow us to provide you the assistance we owe you.
To start, we have sent you a request for your order number for us to obtain your email address.
We are looking forward to receiving your reply soon! May you have a wonderful evening.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
GA
GAJ
As I read other reviews I wish I had…
As I read other reviews I wish I had checked this site first before ordering . Ordered December 5th ,not hearing anything from the company , I asked for a shipping update at the beginning of January 2022. I was told a possible ship date the second week of January 2022, that’s 6 weeks after the initial order . At that moment I asked to cancel the order and be issued a refund. Was told to look for a confirmation email concerning my refund in 2 days after my request . Not receiving an email within the appointed time I reached out again for an update . Still waiting for further information . Very disappointing and frustrating deal with this company . Would not order from souk + Sepia .
Response from souk + SEPIAJan 18, 2022
Hello Gabrielle,
Thank you for writing in and bringing this to our attention. It deeply disheartens us to hear about your misfortunate encounter with us. In behalf of the entire souk + SEPIA Tribe, we'd like to extend our sincerest apologies. Wish we could have done better 'cause we only want the best experience for you.
I had gone ahead and checked your order and I see that your request had been catered by a Gratitude Team member. A refund was posted back to your original form of payment on the 15th of January. It may take up to 3 - 5 business days for the order to settle back to your card. Nonetheless, you will get your money back just as you requested.
The shipping delay issues have now been sorted out and we want you to know that we still want you to have a wonderful memory from us. Should you wish to give us a second chance, we'll make sure that there are no problems, and a discount will be issued for you as well.
When you're ready, just email us at [email protected]. I hope this helps! Please don't hesitate to write us should you require assistance in any form.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
IW
Irene W.
Disappointed shopper
I enjoy viewing this website, as the items are stylish and beautiful. BUT I’ve had a terrible experience with the shipping of the one order I made for a holiday 2021 gift. It’s way into January, no gift arrival to the recipient and no credible tracking, despite emailing with a company rep. “I smell a rat” and along with others, question the validity of this online company. Won’t be ordering from them again and trying to get my money back now!
Response from souk + SEPIAJan 17, 2022
It saddens us to hear about your experience, Irene. A positive encounter is all we want for you each time you purchase with us. We'd like to make sure what you mean by the line "I smell a rat" and clarify a number of things as well.
Before that, we'd like to extend our sincerest apologies if you had experienced any form of delay in your order. The truth is, we had been shaken up by an unexpected increase of demand in about 80% of our products, causing our partners to struggle in keeping up with the supply. It was truly a mistake on our end and we do own up to it. We won't abandon justice for you. We're looking forward to getting a solution for this trouble. We have sent you a request for your order number here in Trustpilot so we can trace your email and get in touch with you there.
We're counting on your cooperation to reach a solution to this problem. We are looking forward to your response.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
MS
Michelle S.
Slow/no shipping and poor communication
I ordered an item a month ago (December 2021) and it still has not shipped as of today (Jan 2022). They are not allowing me to cancel the order but at this point I no longer even want the item. After multiple attempts at communication and inquiring into when I could expect the item, all they did was offer me a 20% off coupon, which is laughable because I have not even received the first order so why would I order anything else. Beware if you order from this company. The ship dates and communication about the shipping is extremely disappointing. I really wanted to support this company but I cannot in good conscience recommend it.
Response from souk + SEPIAJan 16, 2022
Hi Michelle,
We are deeply troubled by the fact that you had to experience this kind of problem with us. And since we do not want problems for you, we have already issued a full refund for your order. Truly, we regret losing your support, but hope one day to regain it.
Through betterment of our processes. this will be possible. We will keep improving until you deem us worthy of your support. Still, are grateful for you had given us a chance to earn you. We just hope it isn't too late for second chances.
This time for sure, we will take better care of your trust. Until then!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SJ
Sabrina J.
Horrible Service
Horrible Service
Response from souk + SEPIAJan 16, 2022
Hi Sabrina,
Thank you for leaving us a review. We're sorry we could not impress you the way we wanted. We are absolutely willing to see what we can do to make your experience way better.
A follow-up email will be sent to you immediately after this response is posted. Please let us know how e can help. We are highly anticipating to solve this together with your help.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
DC
Dominique C.
0 stars if I could select it
I would give this company 0 stars if I could. The online store looks nice which is why I ultimately decided to place an order for 2 items (order #102835). I received the first item in decent timing. The second item I didn’t receive for over a month in a half (after Christmas).
I followed up several times about the second item to no avail and reported the second part of my charge as fraudulent in early December (after 1 month of waiting). I eventually received the item after Christmas. I wasn’t happy with it and no longer needed it (as it was meant to be worn for Christmas) and I returned it Jan 2.
When I followed up about my refund, I was told it would not be issued although I have returned the item according to their company policy. I will be proceeding in reporting this charge as fraudulent once again with my bank.
Response from souk + SEPIAJan 16, 2022
Hi Dominique,
Thank you for writing in! Sorry does not even begin to cut it, but we do apologize for the trouble you have experienced as satisfaction is our utmost priority for you. As I have investigated on your case, I see that you had disputed the charge on your bank on the 10th of December, and we are referring to your message via email with one of our Customer Gratitude people.
I'd like to express how sorry we are that you feel totally disappointed with your shopping experience with us. This is the last thing we'd want our customers to feel and I must say that I truly understand where you're coming from. Hence, we deeply apologize.
Upon checking this order, it has come to our attention that you have filed a dispute with your bank before your request to return the items which resulted in a chargeback on your order.
Now, this dispute you filed with your bank has been received by us and we, therefore, have responded to them and are now waiting for their decision if they will honor your dispute. If they approve this, the amount will be refunded back to your account by them. However, please be advised that it will take up to 75 days for the bank to submit its decision. What this means for you is we're unable to process any refunds on our end because of the occurring dispute and we'll have to wait until their decision is made.
We'd like to clarify that we already tried to process your refund for the returned items on January 2nd, but because of the chargeback, the system will not allow us to process this transaction as the payment was put on hold by the bank. The only way for us to make changes and process a refund on our end immediately on this order is if the dispute is withdrawn, which you will have to process with your bank.
I hope this helps clarify. Please do withdraw the dispute so we can process the refund on our end. Hoping to have this issue resolved as soon as possible.
With gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TR
Tricia
Terrible Service/Order not received
Terrible, terrible experience. I have no idea how they are still in business.
I ordered December 12, 2021 and received no word on my order. After several times following up over the next 3 weeks I was finally told my order would be shipped January 4, 2022. After I advised I would be reporting the charge as fraudulent on my credit card if it was not shipped on January 4th they responded that due to unforeseen circumstances it would be shipped after January 4th. Lord knows what arbitrary date they would give me next. I thought I was ordering from a company in the United States but my research now shows they probably drop ship from international sellers. I would HIGHLY not recommend especially if you need the dress for something specific like I did. I missed having something I wanted for my event and would never purchase from them again. Don’t be fooled by the nice outfits, find another seller please!
Response from souk + SEPIAJan 5, 2022
Hi Tricia,
We would like to express our deepest regrets for the misunderstanding and the problems this has caused for you. Our standard order processing time takes, on average, 3 to 15 business days. Sadly, it appears the status remains stuck at the moment, and for this, we want humbly ask for your forgiveness.
Stating your intentions to report the charge as fraudulent, we understand the reasons behind this and we are willing to process a full refund back to your original form of payment.
We are not denying nor unacknowledging the truth that our items are sourced from various suppliers from different countries, and we have all been honest about that in our FAQs page (https://soukandsepia.com/a/faqs)
We shall send you a follow-up email shortly after this is message is posted. Once more, we want to sincerely apologize for troubling you and your New Year. We are willing to find a way to work around this. We expect to get in touch with you in the email, Tricia. Praying for the safety of you and your loved ones this year!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
