souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAJan 3, 2022

Hi Shenique, Thank you for writing about your experience and sharing it here. We have an undying appreciation for honesty and this is what your review is all about. While we truly wish events could have gone in your favor, our sympathies and apologies are with you for messing up your holiday shopping experience. We take full responsibility in the inconvenience we have caused. This certainly is something we do not desire for any of our customers. The delay was caused by the sheer volume of orders we had for the month of November causing a rise in demand of up to 80% of our items. It's a certainly a "biting more than you can chew" situation causing our suppliers to struggle in keeping up with the demand, so we would like to extend our sincerest apologies for the troubles this has brought forth. Since we do have your email address and your order number, we shall get in touch with you via an email to further discuss the solutions we have set out for you. We cannot wait to resolve this case for you and finally give you one less thing to worry about for this New Year. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 30, 2021

Hi Glenda, Thank you for writing in! Before anything else, we'd like to extend our sincerest apologies for the delayed response. We have simply been bombarded by cases and queries this past week for various reasons. We want to say that we absolutely regret that you had to experience something this inconvenient. For the poor quality item you had received, it disappoints even ourselves, but we can assure you that these things don't happen too often. Approximately in 1 out of 200 orders does defects like these emerge. We are more than willing to provide a refund via a return. Thankfully, you have included your order number in this review which helps us bigtime in terms of pulling up your order. One of our Gratitude Team members shall get in touch with you to provide instructions on how to return your item for a full refund. Despite this incident, we are still hoping to resolve this swiftly and with grace. We are looking forward to fixing this. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 27, 2021

Hi Deltakat, You have our thanks for bringing this to our attention. Apologies for having you wait longer than what's acceptable. We had been bombarded by emails during the holidays and had been working around the clock to cater to each and everyone of our customers. We greatly appreciate your patience with us. We know and we understand how serious this issue is and we are sincerely sorry for the inconvenience we've caused. This is precisely the reason why we are in the works to redesign how we show our shipping information. Soon, for each item we'll show its estimated shipping time. This is to set proper expectations and avoid misunderstandings such as this. We take full responsibility for this delay, though. We'd like to have your email address and order number, so we can pull up your purchase and see what we can do to turn this around. Please accept our request for these information via Trustpilot. We are counting on your reply for us to start fixing our mess. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 20, 2021

Hi Kay, We want to thank you for stepping forward and leaving this review for us. We want to take this chance to apologize for this truly unfortunate mistake. Yes, some of our items come from China as it is one of the countries where some of our partners operate. But we also have partners in Tibet, Thailand, United States, United Kingdom and even Lagos, Africa. We are sorry for any confusion caused. We also can prove that we are a 100% black-owned and black led. As a matter of fact, we have been featured as one of The Muse's Top 23 Black-owned and led business. You can find the article link here: https://www.themuse.com/advice/black-owned-led-businesses Your item may have been a defect in production and have been overlooked for reasons we have yet to know. Not to worry, it looks like your order has already been fully refunded and cancelled which means it's been taken care of. We hope this helps clarify. Should you have further questions and concerns for us, please don't hesitate to write us via email! It's a pleasure to assist you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 20, 2021

Hi Monica, We appreciate your stepping forward and letting us know of your troubles right now. We are truly embarrassed for how your experience went as this is the opposite of what we long for our customers to feel. It's true that some of our pieces come from China because it's one of the countries where our partners operate. This includes Tibet, Thailand, United States, United Kingdom and even Lagos in Nigeria. Knowing that the items you received are of poor quality is as disappointing to us as it is to you. For that, we would like to extend our sincerest apologies. Good thing you included your order number in this review as this serves as a confirmation for the order and through this, we can retrieve your email address. Speaking of email, we will be sending you a follow-up email shortly. We will be discussing the solutions we will offer for you through said email. We are hoping to hear back from you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 19, 2021

Hi Melissa, We're grateful for your sharing of sentiments because this directs us to look at things that need fixing. We are deep in regret for this unsatisfactory experience. Trust that our loyalty lies in your happiness, so we'll do everything we can to convert this into a positive experience for you. I would like to personally assist you in achieving that, but for me to start, I will be needing your order number to verify your order. Once done, I'll do the rest for you. Kindly respond to our request here in Trustpilot. That will be the best course of action for us to take right now. I'll be awaiting your reply. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 16, 2021

Hello Keesha, Thanks for putting this to our attention. Your frustration is something we understand and feel sad for. We only want 5-star worthy experiences for you and we would like to apologize for missing our chance this time. It's true that our order processing is 3 to 15 business days and, yes, your order may not arrive by Christmas and we express our regrets that it may affect your holiday spirits seeing that it's a gift for your beloved niece and sister. We do not wish to spoil your yuletide vibes so we have processed a full refund per your request. For the troubles we have caused, we also would like to give you $50 worth of gift credits which you may soon use should you be ready to give us another try. We promise it's worth the wait. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 16, 2021

Hi Tope, We're utterly disappointed with ourselves for causing you troubles of this sort. Please know that this is the last thing we want for you to experience. Thanks to the amount of holidays in November, we've seen an increase in demand in up to 80% of our merchandise. This has affected the production and caused some delays, but it's been sorted out now which is really good. We also would love to look into this further and see what we can do to make it up to you. In order to do that, we will be needing your order number and email address. We have sent you a request here in Trustpilot for these information. We are willing to fix this with you. We are hoping to hear back from you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia