I should’ve read this review before purchasing my two items number one it took about a month for me to receive my products. Now that I received the product one of the items that are ordered which was a Gold Earring, was not in the box they end up sending me a silver earring. Then they have the nerve for me to request for me to send it back using their shipping label which already took me a month to get so I need to ship this back just for me to get a refund that is their error? I really tried my best to support black business but clearly they don’t have their stuff together at all I will never buy from them again.
Response from souk + SEPIAOct 11, 2021
Hello Sophia,
Thank you for letting us in on the issue at hand. It undeniably regrettable that you have had this type of experience with us as we only ever wish you the best possible experience for our shoppers.
We'd like you to know that we truly are sorry for the troubles we've caused you and the stress it has brought along with it. We understand the disappointment and there's no way we'll invalidate your points.
Having our customers send back unwanted items is our normal way to go about such cases. The reason we need the items back is because it's not even wanted in the first place.
To show you that we are willing to bend over backwards to make this a favorable situation for you, you may keep the item. You do not need to send it back. We feel remorseful, but we'll always try to make things easier for you.
We hope your day goes well and that you and your loved ones are safe.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AC
Annoyed C.
Why does shipping take so long
Why does shipping take so long? The time frame was not described before purchasing. I still have not received my shoes. It’s been almost a month! If you need something within 2/3 weeks this is not the place to order from. They told me my shoes would process in 3-15 days and could take an additional 4 weeks to ship! Really?! Why?! Are they custom made or something? I have never!!
Response from souk + SEPIAOct 5, 2021
Dear Annoyed Customer,
We absolutely can understand your reaction to the incident. We have not been able to deliver to the promised shipping timeframe due to some unforeseen circumstance that we're already dealing with.
This has caused some delays and we greatly appreciate your capacity for patience. Right now, we are working very closely with our warehouse partners to speed things up for you.
We have the latest update for your order and according to USPS, they are currently awaiting for our partner courier to hand them your shoes and make the final delivery.
We do not mean to inconvenience you with this problem and for that, we would like you to enjoy 20% off your next purchase with the code THANKYOU20212 upon checking out.
In hopes of a better experience for you, we would greatly appreciate your acceptance of the offer. Of course, you may use this code any time you wish. You can decide whether to use it or not after you have received your shoes.
We hope this helps! If there's anything else we can do for you, let us know at [email protected]. We're open for any questions you might have. Wishing a terrific rest of the day for you!
WIith Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
IC
Ikisha C.
Ordered Sept 21st and it still says…
Ordered Sept 21st and it still says shipping and that it had not gone anywhere! So when I do get my item 80$ jacket! This will be my final purchase, I will update my review whenever it arrived😒
Response from souk + SEPIAOct 5, 2021
Hello Ikisha,
Before we start, we'd like to let you know that we're absolutely sorry for the shipping delays. We have been experiencing an unforeseen circumstance which affected our production, but your satisfaction is our utmost priority and we vow to fix this. In fact, we are working really close with our warehouse partners to make sure your orders are delivered as early as possible.
Upon checking, the latest update for your package is that USPS is already waiting for our partner courier to hand it to them and make the final delivery. This means that your items have left our warehouse.
Kindly allow a few extra days for this shipment to be fulfilled. As a small token of appreciation for your patience, you may enter discount code THANKYOU202120 for a 20% off of your future purchase.
We hope this helps! In case you have further questions or concerns, please don't hesitate to write us back at [email protected]
With Love,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
DW
Danielle W.
FRAUD
I placed an order on September 17, 2021. I even purchased the package protection and downloaded the app (Route) to monitor my order. On September 27, 2021, I realized that there had been no updates on my order. No Tracking number or ETA. I immediately emailed their company. I received a response within an hour. Sienna informs that their processing time for an order to
be shipped is within 3-10 days business days (weekends and holidays are not included) and that once my order was shipped i would receive tracking information…..just an fyi tracking information with UPS or USPS can updated once you print a label.
I get they have their own procedure but they have terrible business etiquette. Also they are talking in circles on their website we you review the FAQ. I began to do further investigating on this company and I came across horrific reviews. I immediately ask for a refund the next day.
this is the email i received:
“I am so sorry to hear that you want to cancel, Danielle. However, it appears that your order has already been sent to our partner artisan and is already in production. When your order has gone into production, the souk+SEPIA team is unable to make any changes.”
So let’s reverse a little. Why hadn’t I received any updates to shipping/tracking if something had been updated. I respond kindly and inform Sienna that there has been no updates and that they are a scammers and participating in fraudulent activity and requested a refund again and that i would be reporting them to the BBB. I was also using Route app and there were no updates. I was refunded with a few business days, after i reported them to my
bank.
As I write my review, I checked the website just make sure I keep my facts straight. They have been so kind to update their processing times from 3-10 to 3-15 days. (how cute and ironic). That means you will be waiting 3 weeks for your items to even be packaged.
SO THE COMPANY PREVIOUSLY CLAIMED TO BE “black owned. it was owned by someone name Kelechi Neela. I believe she isa scam artist in review of her personal website and the wording she uses.
The site is no longer being portrayed as blacked owned. It’s changed within the last couple of days. it also emphasizes that it is market place but still providing false information under the about section. You will not get a retail discount. You actually will pay at least a 5-10% markup . Souk and Sepia and the other two companies listed are apart of UJUU. UJUU states that it a brand studio for black and brown consumers. That does not equate to them being black owned, just that their studio caters to the black community.
Also you will not receive your package directly from a factory. They actually mail it to themselves first and rio out whatever other companies tag off and sew theirs on (I noticed because I tried to give them the benefit of doubt and made a purchase prior to this one). Also the item i have is not what was shown online.
Again, Do not order from this company. The are scammers participating in fraudulent activity Shame on her/them for taking advantage of the black community.
Response from souk + SEPIAOct 5, 2021
Hi Danielle,
Thank you for writing about your sentiments. We take that this is borne of the frustration caused by the inconveniences you've dealt with. We would like to extend our deepest regrets for the troubles. We have the confidence to tell you that this isn't the kind of experience we'd wish for our customers.
We are grateful for the fact that this review serves as an opportunity for both parties to get a better understanding of each one's sides. Our order processing times are posted in our website's FAQs page which you can check here -----> https://soukandsepia.com/a/faqs
Here at souk + SEPIA, we genuinely care for your satisfaction. It is truly unfortunate that we are dealing with an unforeseen circumstance causing us to fall short in the delivering your parcel within the promised timeframe. In response to this mishap, we have been working very closely with our warehouse partners to ensure your items arrive in a timely manner.
We are a 100% black-owned and black led company and Kelechi Neela is a real African-American woman. We represent our brothers and sisters and have provided jobs particularly for the members of the black community. For this reason, deceiving our people does not exist in souk + SEPIA's vocabulary.
And if that doesn't prove it, we are proud to share that we have been selected by The Muse as one of the 25 black-owned and black led businesses they love in this article https://www.themuse.com/advice/black-owned-led-businesses
We would like to clarify that the items take as long as they are to ship because they do come from boutiques from our partners in different locations across the world. We have partners in the United States, UK, Tibet, Thailand, China and even Lagos, Nigeria. You may also find this information in our FAQs, so we encourage you to take a quick look.
Your order has been fully refunded, so we'd like to know how you want us to help you further. It would be our pleasure to turn this experience around for you. Please let us know if you need anything else. You can email us at [email protected]
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KK
Kim K.
This is not a black owned company
This is not a black owned company, it's a fraud the stuff comes straight out of China and runs late, do your research I should have read other website reviews first before buying I'm gonna call the BBB and see what I can do about the website saying it's ran by sisters! And when you read the response they will not say they are black run. Now I'm worried I threw money right out the window blank women are not shaped like Asian women. So the sizes would be way off.
Response from souk + SEPIAOct 4, 2021
Greetings, Kim! We would like to extend our most sincere regrets for the experience you had to go through. We understand the magnitude of the issue at hand and how bad it may affect the way you see us as a company.
We would like to explain that souk + SEPIA is a marketplace of lovingly curated boutique items from all over the world. Yes, we do have partners located in China, but we also do have the same from The United States, United Kingdom, Tibet, Thailand and even Lagos, Nigeria.
We have accurate size charts for each item in the website so if your pieces don't fit, we can guarantee you a refund for the items you wish to return. We'd also like to clarify that we are a black-owned company and a 100% at that. In fact, we have been featured on The Muse as one of the 25 black-owned and led companies they love. You can find an article here/https://www.themuse.com/advice/black-owned-led-businesses
We would like to formally address this issue via email. Our Customer Love Specialist will be with you shortly after this response is publicly posted. We hope to hear from you there so we can better assist you.
With gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
RT
Robin T.
So bad with returns
So bad with returns. If your not happy with your item, your stuck with it!
Response from souk + SEPIASep 23, 2021
Hello Robin,
With our deepest regrets, we would like to express the disappointment we feel for ourselves here. We could have gotten a positive feedback from you, but got the opposite instead.
Despite that, we're happy to inform you that we have a new and improved returns process with Happy Returns. https://soukandsepia.happyreturns.com/.
Please feel free to visit the aforementioned link to start your return.
Believe me, it's relatively easy. Just put in your order number and your zip code. Once done, you can select the item/s you wish to return and we will be giving you a Happy Returns booth location near your address to make your return.
We hope the information has been helpful. Please feel free to write us at [email protected] should you require further assistance. Wishing you a lovely rest of the day!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
LA
Laila
I just think its weird and annoying…
I just think its weird and annoying that you're sending out an 'review my product' (or review the site) email before you even send a tracking number, process the order or before we receive the item.
Response from souk + SEPIASep 22, 2021
Hi Laila,
It is with deep regret that we receive what could have been a 5-star review from you. We do understand that you feel frustrated with what has gone on so far, but we are happy to tell you that there already exists a tracking number for your order.
The latest update we have is that your item is on its way to USPS since the 17th of September. We will be emailing you the tracking info for your reference.
We're sorry for the automated email you got when you have not even received your order yet. We did not mean to annoy you with that. If there's anything you'd like for us to do to for you, please send us an email at [email protected].
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TB
Taia B.
First let me start off by saying I love…
First let me start off by saying I love supporting black on businesses. And the fact that they have amazing style and their clothing was one of the reasons I decided to order from them. I made my order on September 4 for my birthday which is October 9. I expected the order to come from Jersey as other people that I know have placed orders and stated this is where they ship from. To my surprise I received an update on my shipping on September 15 two weeks after my purchase stating that my shipment was coming from China! Upset to say the least I obviously will not have my shipment for my birthday being that it’s coming from China and the label was only create it shipment has yet to be made as of today September 16! For the life of me I can’t understand why it takes two weeks to ship in order let alone create a label! By far the worst experience! I will never order from them again and I will be sure to let others now how this process went
Response from souk + SEPIASep 22, 2021
Hi Taia,
Thank you for letting out your sorrows on us. We are deeply sorry for any misunderstanding on our part as we never intended to make you feel misled. We have posted both order processing and shipping times in our website's FAQs page (https://soukandsepia.com/a/faqs) to make sure we are transparent with our customers.
Not to worry, as we have checked your reference number and we see that your order has already been delivered to you on the 20th of September as per the tracking link we have for your order.
Our explanation for your items coming from China is that souk + SEPIA is an online marketplace for curated fashionable items from around the globe. We have suppliers particularly in the US, UK, Tibet, Thailand, China and Lagos, Nigeria.
But this does not affect the quality of the items we sell as we take extra measures to ensure our customers receive their money's worth for the products.
We do hope this helps clear any misconceptions you may have about us as we do hold your respect in high regard. Please don't hesitate to write us should you require assistance. Wishing you a lovely rest of the evening.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
