souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIASep 21, 2021

Hi Nancy, We would like to express our regrets for any trouble that's caused. We would like to apologize for this unpleasant experience. We would just like to clarify that our order processing, per our FAQs page (https://soukandsepia.com/a/faqs), takes 5 to 10 business days, a total of 2 to 4 weeks for your items to get to your doorstep. Upon checking, we see that your order has been ordered on the 8th of September with the latest shipping update on the 19th of September saying your order is on its way to USPS. With this, we're still within the processing timeframe for your purchase. We humbly ask for your a little bit more of your patience this time. Please allow a few more days for your parcel to arrive. Customers should be able to receive an email notification once the items have shipped out, which includes a tracking number. We hope this helps clarify. Should you need more help, simply send us an email at [email protected]. With gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 16, 2021

Hi Laura, We understand how terrible this incident has made you feel. Even we would share the same sentiments should we be presented the same fate. We entitle our customers a hassle-free return with our new returns process. Simply visit this website https://soukandsepia.happyreturns.com/ to start returning your unwanted items. We hold our suppliers accountable for any quality or manufacturing defects for the products. What we do is blacklist these suppliers in our roster so that we can avoid such incidents from happening again in the future. For further assistance, please don't hesitate to write us at [email protected]. Our Gratitude team is more than willing to take care of your concerns and help you get a favorable outcome. We will be looking forward to hearing from you again as we really do want to fix the problem for you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 16, 2021

Greetings, Denise! Without further ado, we'd like to express our sincerest apologies for the trouble we have caused. In some cases the courier may be struggling with scanning a package even though it's actually moving. We've had recorded cases of this departure scanning a parcel. If you've already received a notification for a package shipped, but it hasn't actually reached your doorstep, please allow 2-3 business days or check with your local post office for further clarifications. Upon checking the status of your order, we see that it's estimated delivery would be on the 18th of September. Further investigation shows that your order was placed on the 29th of August which means we are still well within the shipping timeframe of 5 to 25 business days. For further assistance, our Gratitude team is ready to cater to your needs 7 days a week. Simply send us an email at [email protected] and customer service professional shall lend you a hand. We hope this helps clarify. Please don't hesitate to write us should you have further questions or concerns. Wishing you a pleasant rest of the week! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 16, 2021

Hello Olu, Thank you for voicing out your opinions about your experience with us. Surely, we did not intend to give you an experience worth one star, as we are always dedicated to keep you satisfied. We'd just like to verify that our order processing time for shipments within the US is 5 to 25 business days. This means we are still within the order processing time as your order was placed on the 8th of September. Our partner courier has already picked up your order as of the 16th of September. We hope this information has been helpful to you. If there's anything else you'd like to address, please don't hesitate to send our hardworking Gratitude Team at [email protected] We'd be more than happy to cater to your needs. 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

Response from souk + SEPIASep 9, 2021

Hi Selena, Thanks for letting us know about your concern. We are truly sorry for the inconvenience this has caused you. We work with various suppliers across the globe which means we have no control over our merchant partners' relationship with other businesses - and we do not plan to lock these merchants to an exclusive relationship with us - so that they are free to hustle. What we can guarantee you though is that we hold our suppliers accountable for any poor quality items they send to our customers by black listing them from our suppliers roster; we also made sure that our returns process is easy so that you can send these items back and give you the resolution you prefer. We absolutely want to fix this with you as soon as we can. We would like to get your order number to verify your purchase. We will also be needing said number to acquire your email and get in touch with you. There, we will discuss the things we can do to compensate for your troubles. We will be looking forward to hearing from you again soon. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 7, 2021

Hello, Sara! We'd like to let you know we're sincerely sorry for any trouble we may have caused. We understand that this is a serious matter and desire nothing but to fix this for you. We would just like to explain that souk + SEPIA is an online marketplace of lovingly curated boutique items. This means we are working with, and not limited to, just one big supplier. We also work with other brands which is why such cases pop up every once in a while. What we do to help avoid this occurrence is, flag the merchants who are receiving complaints in terms of sizing, quality and other various reasons. For us to unroot the mystery, we will be needing your order number which consists of about five (5) numbers. Our system was not able to verify this order number you had attached in your Trustpilot review. Souk + SEPIA order numbers do not include some letters. We'd love to hear back from you again soon, so we can start fixing everything that requires fixing. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 2, 2021

Hello Cindy, We'd like to express our sincerest regrets for your troubles. It has always been our goal to keep our customers satisfied with our service, especially with how we take care of you all. We had checked your order and it has only been six business days since the items were purchased. We'd just like to clarify that our order processing takes about 3 to 10 business days, which means we still have a couple more days before the deadline. An additional 5 to 10 business days is needed for the shipping. All this information is readily available in our FAQs page (https://soukandsepia.com/a/faqs) Please allow a few more days for your tracking number to update. I hope this helps clarify. Please don't hesitate to write us an email for further questions or concerns. Wishing you a fruitful rest of the week! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 1, 2021

Greetings, Tokunbo! We find ourselves in deep regret for the experience you had to endure due to the poor quality of the items you had received. It pains us because we only want what's best for our customers, and, clearly, this is far from best but we will make sure to rectify this for you as we always have been doing for troubled customers. We just want you to know that we always put things right when necessary. We will be sending you a follow-up email just a few moments after this response has been posted. There, we will discuss with you the things we can do to mend this problem. We are looking forward to getting in touch with you so we can fix things as soon as possible. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia