I was excited about purchasing from this website but my excitement faded once I tried on my one size yellow jumpsuit. It was too short for comfort (it stopped at my knees😂). Thankfully I was able to gift it to a friend shorter than me. I would like to buy more but I’m scared I will be disappointed again.
Response from souk + SEPIANov 29, 2021
Hi Aj,
Although your first order wasn't as great as anticipated, we'd still want to send our thanks for informing us of your experience. Through this, we are able to understand what needs to be done in order to make things right.
It was a relief to know that you had friend who found use for the jumpsuit. I know you would have preferred to have worn it instead, but still, generosity exemplified.
To get another chance at redemption is all we could ask for, so please let us know what your order number is so we can verify your purchase and we promise to send you an email once we have received your response.
We will offer you a set of resolutions which you are welcome to pick. We will be waiting for your response and hope you and your loved ones are safe.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
EB
Ebony
Hopelessly Waiting to Receive Order...
I placed and order on 11/3 and have yet to receive. I just would like to have a little more clarity on the time between order and receiving. Also, periodic updates or communication in between would be helpful without us, the customer having to prompt.
I hope I haven't been scammed and the jacket is truly worth what I spent. Hopelessly waiting customer................
Response from souk + SEPIANov 23, 2021
Hi, Ebony! I just want to start out by saying sorry for any miscommunication caused. We certainly never wanted this to happen to any of our customers.
We hold a high respect for your time and resources as we understand such things don't come easy for most of us, especially during a global crisis of this sort.
Fret not, because, I could at least tell you that we are not a scam company. As a matter of fact, we have been featured in The Muse's article entitled 23 Black-Owned and Black-Led Businesses We Love on The Muse
https://www.themuse.com/advice/black-owned-led-businesses
As per the updates, we believe your order is still under processing stage. Orders may take up to 3 to 15 business days in processing as was disclosed in our website's FAQs https://soukandsepia.com/a/faqs.
Today marks the 14th business day since your order was placed. Should you opt for a refund, we can absolutely grant this to you, but there is still a possibility that the jacket arrives to your doorstep.
Should you be willing to wait, we can gladly offer you a discount or a more appropriate compensation of your choice. You can always reach out to us via email at [email protected] and we will get in touch with you as soon as possible!
We're looking forward to hearing your decision, Ebony! If we do not get a reply within 24 hours, we will reach out to you instead.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AW
Ashley W.
I typically order from Souk and Sepia…
I typically order from Souk and Sepia but lately I have been pretty upset with their customer service. I placed a rather large order and asked for a response on timeline to receive items and I received no response. I have emailed them 3x. I also have an order for boots for which cost ALOT of money and it have been over 30 days since I place the order and it has not even shipped. As a long time customer of souk and sepia this is extremely frustrating and disappointing. They have such unique pieces but not worth the headeache of spending the money if they are not going to send you the expensive items in a timely manner or at least update you when the order timeline falls after 5-15 day mark. Very very poor business and communication.
Response from souk + SEPIANov 1, 2021
Hi Ashley,
Thank you for writing in! We want you to know that we are deep in regret for inadvertently inflicting an inconvenience on you. These things should not happen to a loyal customer such as you are and we'll do everything we can to make you
Upon checking your order numbers, we have gathered that the boots you order is already being awaited by USPS to be handed over to them by our supplier's shipping partner.
Due to the shipping issue, we will initiate an investigation mainly focused on how things went wrong on our supplier's side to avoid mistakes of this ilk in the future. We shall see to it that you are compensated well enough for the mishaps.
We'd absolutely love to make it up to you. We will be sending you a follow-up email where we can layout our plans to make the situation favorable to you. We'd greatly appreciate hearing back from you then.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
MS
Monica S.
Their social media says artisan made…
Their social media says artisan made but what you get is cheap and poorly packaged made in China. Spent nearly $200 on the site and was excited to buy more items. I checked the measurements and still way off. The suit is XL and is 3 sizes too small. Poorly made. Also ordered a hat and the seams are exposed and it came crushed. All this after waiting several weeks for “artisan crafted” items. Returning and will not order again.
Response from souk + SEPIAOct 18, 2021
Greetings, Monica! We absolutely find ourselves embarrassed for leaving you disappointed due to this incident. We can tell you with full confidence that we are truly regretful that we failed to make a good first-impression on you.
It is important for us to know the condition in which you receive the items because we can trace down the artisans responsible for the defect/s. When cases like this occur, we immediately place the suppliers in our blacklist and shall be eliminated from our merchant roster once they have gathered enough report.
Truth is, we do have partner merchants located in China, but we also do in the United States, United Kingdom, Tibet, Thailand and even Lagos, Nigeria. We do have this information available in our website's FAQs. https://soukandsepia.com/a/faqs
We hope your doors are still open for reconciliation. We absolutely would welcome a return shipment from you. Gladly, we shall process a refund for you when items have been returned.
As long as you still have the original packaging for your items, then you are eligible for a return. Simply visit https://soukandsepia.happyreturns.com/ to commence with your return process.
We hope this response helps! Please don't hesitate to write us back at [email protected] in case you need further assistance. We hope you're having a pleasant rest of the evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
JL
J L.
Not a scam, but wouldn’t recommend
They are not scammers and the website is legit. I received my refund within minutes, however I won’t reorder or recommend them. The clothes they sell are sourced from some generic place that every Instagram boutique uses. After I bought from them I started getting ads from other boutiques selling the same dresses and used the same pictures.
My package also came soaking wet and I wasn’t even able to try on the clothes. I was charged for return shipping which really was unfortunate seeing as it was damaged and I wasn’t able to even try anything on. They did almost instantly refund me minus return shipping, so there’s that. Not scammers, but my experience could have been better.
Response from souk + SEPIASep 14, 2021
Hi J Lane,
Thank you for voicing out your opinions. We would like to express our deepest regrets for what could have been a great first-time experience for you, because we really believe that this is what our customers deserve especially during these times, where everything hasn't been so easy for us all.
It`s true that you will find some of our products on other online stores and this is because as a fashion marketplace operating online, curating products involves working directly with merchants, artisans and suppliers who also happen to work with other businesses (i.e AliExpress, Shein, etc).
This could be the reason why you have seen ads selling similar stuff from what we offer in the store. But this doesn't mean our prices aren't reasonable.
We have no control over our partners` relationship with other businesses as we do not plan to lock them in an exclusive relationship with us so that they`re free to hustle. What we can definitely guarantee you though is that we hold them all accountable for any poor quality items they send to our customers by black listing them from our suppliers/merchant roster.
And, yes, it`s also true that the prices of our products may be higher than those in other stores on the internet, but we can absolutely guarantee that our products offer advantages that you will not find in a cheaper alternative.
We'd love to offer you more than just the refund. We're in high hopes of getting a response for our request to obtain the order number associated with this particular purchase.
Once this has been done, we'll get in touch with you via email and further discuss what we can offer for the trouble. Wishing to hear back from you again soon.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AR
Alexis R.
I forgot I even ordered anything
I forgot I even ordered anything. I’m hoping the quality is good.
Response from souk + SEPIASep 8, 2021
Hi Alexis,
Apologies for any confusion. We certainly do not wish this type of experience for any of our valued customers. Upon checking your order, it looks like it's only been ordered on the 22nd of August. Which makes it the 10th business day when you sent this review.
Our order processing takes 3 to 10 business days while the shipping takes 5 to 10 days. As of September 6th, USPS has been waiting for the item to make the final delivery. We only need a coupe more days to get your items delivered.
I hope this helps clarify. Please don't hesitate to write us back should you have any questions or concerns. 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
DA
Danielle
Fulfillment and shipping unreliable
I ordered items for a wedding August 18th. My one item got fulfilled quickly (a clutch) and it is nice. My other two items (shoes and dress) took a long time to not only fulfill, but it's scheduled to arrive almost a month after I ordered it. I cannot tell if it is a business issue or a USPS issue, but it seems on Sept 1 according to the tracking that USPS is still waiting on the item. All in all, until they get their order fulfillment and shipping times fixed, it's not reliable enough to depend on for now. If you do plan on ordering, give yourself a couple of months in advance to avoid stress.
Response from souk + SEPIASep 6, 2021
Hello, Danielle! We just want to say thank you for letting us know how your experience with us has been going on so far. Since it hasn't been the most ideal of situations, we would like to extend our apologies for the inconvenience this has brought to your doorstep.
We'd like to investigate on the issue and learn more about what possibly caused the delay. We may be able to give light to these queries of yours once we have been able to acquire your email address along with the order number for the items in question.
Before we let you go today, we just want to say that we are looking forward to your response. It will be vital in providing a solution for you. We hope your days are filled with blessings all throughout.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TW
Tina W.
LOOKING FOR MY ORDER! HAS IT SHIPPED?
I ordered my items a week ago and have not received anything than a confirmation. Please advise when you plan to ship my items. I sent an email and I'm also waiting to hear back. I wanted these items for my vacation, but looks like that is not going to happen. Let me know if I need to cancel my order.
Thanks
Katina Williams
Response from souk + SEPIAAug 29, 2021
Hi Tina,
Thank you for writing in! We'd be more than happy to take a look into the status of your order for you. All we need is the email address along with the order number for your purchase and we will do the rest for you.
We are looking forward to hearing back from you again soon! Wishing you a pleasant evening ahead.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
