Exceptional Customer Service and Quality Clothing!
Response from souk + SEPIAJan 17, 2022
Hi Ebony,
We're oh so grateful for the perfect review you had left for us. We cannot emphasize enough how crucial this is to our success as an organization. We're praying for your success as well in whichever path you take. At the same time, we pray for you and your loved ones' safety. Please don't ever hesitate to write us at [email protected] should you require assistance in any shape or form. We're always happy to help!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
QU
Queen
Best customer service ever!
The only reason they received a three was out if their control...the mail delivery system was backed up. Carla, however, one of the gratitude team members deserves a 10. This company as a whole deserves a five out of five. They have to be the most professional company I've come across. You don't have to wait to hear back from them. They take your concerns seriously. I WILL be purchasing from them again.
Response from souk + SEPIAJan 17, 2022
You are a real queen, Queen! A shame we don't have your real name here as we really want to thank you and mention your name. Your words are an inspiration to us and may it echo and reach more people so they'd truly know how dedicated we are in our jobs. Keeping you satisfied is of utmost importance to us, and we understand this is a key factor in a company's longevity in whatever field.
You have our eternal gratitude for this! We're looking forward to serving you again soon!
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
DJ
Dana J.
I love your website
I love your website! And clothes. I wish I could buy everything!
Response from souk + SEPIAJan 4, 2022
Wow, Dana! This 5-star review is like a firework to start of our New Year and ward off bad luck at the same time! It really means a lot to us! And as a token of our appreciation, we want to grant you a 25% discount on your next purchase! Simply write our Customer Gratitude team at [email protected], present a screenshot of this response, and ask a representative for a 25% code.
We hope this helps! Our Gratitude Team is looking forward to handing you this gift! Hoping your 2022 will be significantly better than the 2021.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
DA
Danielle
I’ve ordered from Souk and Sepia twice
I’ve ordered from Souk and Sepia twice. The first time, the shipment came within about a month. Two items were perfect, one dress fit too snug but I didn’t want to return it because I feel like it would be a lot of hassle and many months before I get it back in the right size.
I made my second order on Thanksgiving. It still has not arrived and I’ve been given no expected arrival time. I honestly think this store has some best clothes on the internet, but I’m not sure I’d order again. I want to buy EVERYTHING in the site, but the shipping time is way too long, the tracking is non existent, and if you have to return an item, you never know when you’d be getting it back.
Response from souk + SEPIAJan 4, 2022
Hi Danielle,
Thank you for stepping forward and letting your voice be heard. The importance of reporting these incidents will surely enable for improvements in our processes moving forward.
We understand this incident has tarnished your trust in us as a brand, but it won't sit right with us if this case goes unresolved. We shall poise ourselves into creating a better outcome for you this time.
We'd like to express our deepest regrets for the inconvenience this has inflicted on you. In no way would we ever want our customers to suffer like this, so we are humbly asking for your forgiveness.
Due to an unexpected skyrocketing in demand for 80% of our items for the month of November, some of our suppliers have faced drawbacks in the fulfillment as it had been a struggle to keep up with the demand.
We fully admit and acknowledge our mistakes and we hope it's still not too late to fix this. We can absolutely offer you a full refund for your order. We'll add more compensation details in an email we will be sending right after this response is posted.
We are heavily counting on your cooperation to resolve this with you. Talk to you in the email!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
