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
VC
Van C.
Thanks to Dear Yhen is a very great…
Thanks to Dear Yhen is a very great customer service with prompt responses with so much care and helpful. I am very satisfied with all the orders I have been placed so far. The materials is extremely great as a pictures on your website. I am definitely going to introduce it to my friends. Thanks agian Yhen
Response from souk + SEPIAFeb 22, 2022
Hi Van,
We dearly appreciate your business! We gotta say, Yhen has been quite popular with our customers for her high quality customer service. We genuinely care for our customers' satisfaction, and will go far to please you. We absolutely love serving you and hearing positive feedback from you! You deserve discounts for introducing us to your friends!
If you're satisfied with the orders you've made so far, just wait until you actually receive them! You'll surely love us forever! 🥰🥰🥰
Please don't hesitate to write us when you need any kind of assistance. It's always a pleasure to serve you!
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
SH
Sheerah
This Fits just right!
Hi! I just wanted to share my thoughts experience that I had with a great customer service rep named Fits.. she/he was very helpful and understanding. I had purchased once before this experience and had to update my home address, I was very worried because I didn’t put my unit number on the updated information and was afraid my packages would just sit in the lobby for someone to take. Fits replied to me and assured me that everything would be updated and that I basically would have my package delivered directly to my mailbox. I felt the genuine concern and that’s why I decided to write this review, I also will continue to shop souk and sepia not only for the wonderful pieces but for the great customer service experience. Thank You Fits! ❤️
Response from souk + SEPIAFeb 22, 2022
What breath of fresh air this is, Sheerah! For taking the time to share your wonderful experience with everyone, we want to thank you from the bottom of our hearts! Bless your sweet soul, Sheerah! It means a whole awful lot to everyone who is a part of the Souk + SEPIA tribe! Glad that Fits came to your rescue and sorted the address update for your order. You can count on him anytime! Thank you for being sensitive to his genuine concern for you. Being on the receiving end of positive feedback like this is one of the best parts of this job. Should you find yourself in need of help, please feel free to reach us anytime! You may even request for Fits if you wish to be assisted by him. We hope your day is great and your luck greater!
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
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
