souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAAug 17, 2021

Hello, JF! We would like to sincerely apologize for the delayed shipping of your parcel. Since souk + SEPIA is an online marketplace for curated fashionable boutique pieces, we're also working with merchants from around the globe. We have partners not only in the US, but also from the UK, Tibet, Thailand, China and even Lagos, Nigeria. This is the reason why some items may take extra time, which is why our estimated delivery time is 5 to 10 business days and 3 to 10 days for processing. All that is available in the FAQs page of our website. We'd really like to help you get an update for your parcel. Please do reply to our request for you order number. This information is all we need to get started. We will be waiting for your reply. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 4, 2021

My oh my! We'd like to express our sincerest regrets for how your experience has been so far. Our sympathy goes with you, and we understand the frustration. We acknowledge that there may have been a lack of proper communication on our part, and we'd really like to fix these with you. To start, we will be requiring the order number for the package for verification purposes. We understand that stating the origin of some of the products has not been very clear, but we do have this information in our FAQs page on the website https://soukandsepia.com/a/faqs We're eager to make things work in your favor this time, as you deserve nothing but the best experience with the money you spent with us. We will be patiently waiting for your response. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 4, 2021

Hi Gayle, We greatly appreciate the transparent nature of your review. We try to do business with suppliers who offers high-quality products, yet sometimes some factors may affect the condition of the products as. This may be due to manpower cutting as part of the COVID-19 spread prevention Not to worry, we can absolutely offer you a free return and a full refund for the items you will be returning. This is an additional measure to avoid the same cases from happening again in the future. We are truly grateful for the chance you're willing to give us. Not everyone is generous enough to offer others a shot at redemption. We will work hard to earn your satisfaction! 🤎🤎🤎 —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 3, 2021

Sincerely, we'd like to extend our warmest thanks for your suggestions, Tabatha! It showcases the willingness to openly communicate and we are truly grateful. Though the Route app is one of the ways a customer can keep track of their package, we also send out email notifications with the tracking link included. From there, a customer can directly find out the status of their package using the tracking number in question. It would really mean a lot to us if you find these information helpful. We are hoping that you be safe, as well as the ones close to your heart. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJul 11, 2021

Hello, Jasmine! It's a shame we had to get in touch under such circumstances. We completely understand your reaction and do not blame you for this. We're terribly sorry for any trouble caused, but we honestly wouldn't want to cause you any of it. Upon checking, we see that your order has been placed on the 30th of July which makes today the 8th business day that your order is in processing stage. There's a huge chance it will get delivered before your charity event on Saturday. Not to worry, DHL is already awaiting for the package. Once it's in their hands, they shall commence the final delivery. We greatly appreciate your praise for the customer service side. Rest assured, your order is moving. Please allow a few more days for the delivery. I hope this helps clarify. Please don't hesitate to come forward should you have additional issues you would like to address with us. We'd gladly serve you. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJul 8, 2021

Hi Adriane, Thank you for writing in about your experience. We'd like to extend our humblest apologies for any trouble caused. We didn't mean to spoil your first time experience, and we're willing to make things right for you. We have forwarded this case to our Order Fulfillment team, and they will help us get an update from the supplier themselves. A representative will be emailing you about it within 24-48 hours. An email has also been sent to you which includes a compensation for the trouble. We hope this helps make things a bit better. We promise to get to the bottom of this. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJul 4, 2021

Hello, India! It's such a heart-warming feeling when your work is praised by the people you're meant to serve and this is exactly how we're feeling tonight. If you hadn't reached out, we wouldn't have had the chance to show you why we receive so much love from our customers. Thank you so much, from the bottom of our hearts! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJun 27, 2021

Hi Dana, While we solemnly appreciate your sharing of experience here in Trustpilot, we also feel quite ashamed that your case has not been provided the adequate attention it deserved. For us, the core of a healthy company is its customer service team. A lot of people may find it difficult to acknowledge, but if your customer service is falling short, you have a better chance at winning the lottery than remaining in business. Rest assured, Carla will be given the necessary coaching session to make her better in dealing with these kinds of situations. We do own up to this error and hope we can do better next time. We would be more than willing to discuss what kind of solution you'll go for. We will be sending you an email after this response has been posted. We will be looking forward to connecting with you in the email. From there, we can discuss solutions with better efficiency. Hoping you and your loved ones are safe right now. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia