souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAJan 3, 2022

What a well articulated message from you, Regina! We have had numerous commendations from customers, old and new, and yours is one that's exceptional! Siena has proved time and again that she's a valuable asset of the company. It's no surprise that she's got you leaving us a 5-star review! You'll find yourself in no shortage of unique, head-turning pieces with us! And right, we agree that through trial and error, we'll be able to figure out a process that will work perfectly for us. We just need a little bit of patience from y'all until then. We greatly appreciate the tips you've been so kind to leave for us. From one entrepreneur to another, thank you! Hoping this year brings prosperity to your business and ours! With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJan 3, 2022

Hi Shenique, Thank you for writing about your experience and sharing it here. We have an undying appreciation for honesty and this is what your review is all about. While we truly wish events could have gone in your favor, our sympathies and apologies are with you for messing up your holiday shopping experience. We take full responsibility in the inconvenience we have caused. This certainly is something we do not desire for any of our customers. The delay was caused by the sheer volume of orders we had for the month of November causing a rise in demand of up to 80% of our items. It's a certainly a "biting more than you can chew" situation causing our suppliers to struggle in keeping up with the demand, so we would like to extend our sincerest apologies for the troubles this has brought forth. Since we do have your email address and your order number, we shall get in touch with you via an email to further discuss the solutions we have set out for you. We cannot wait to resolve this case for you and finally give you one less thing to worry about for this New Year. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 30, 2021

Hi Glenda, Thank you for writing in! Before anything else, we'd like to extend our sincerest apologies for the delayed response. We have simply been bombarded by cases and queries this past week for various reasons. We want to say that we absolutely regret that you had to experience something this inconvenient. For the poor quality item you had received, it disappoints even ourselves, but we can assure you that these things don't happen too often. Approximately in 1 out of 200 orders does defects like these emerge. We are more than willing to provide a refund via a return. Thankfully, you have included your order number in this review which helps us bigtime in terms of pulling up your order. One of our Gratitude Team members shall get in touch with you to provide instructions on how to return your item for a full refund. Despite this incident, we are still hoping to resolve this swiftly and with grace. We are looking forward to fixing this. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 27, 2021

Hi Nicole, We feel honored to be on the receiving end of a 5-star review such as this! Guess we'll take this as a Christmas gift from you. 🎁 One of the biggest blessings a company can get is the trust and loyalty of customers and your message fills our hearts to the brim with gratitude. We'll also make sure that Carla is rewarded for her exceptional work with you! Thank you so much for showing us your support! We will work harder in return! Please don't hesitate to write us back in case you need assistance. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 27, 2021

Hi Gamaya, It's a real pleasure having someone express their true feelings about us. This allows for a better understanding of both sides and helps us paint a better picture of your situation. Although a 5-star worthy experience for our customers is what we aim for our all the time, it's true that we have days where we fail to meet this promise and we're sorry that this is one those days. Your frustration isn't lost on us. We have spent the year revamping our supply-chain operations while scaling our Customer Experience teams in order to prevent similar bottlenecks in the future and to ensure every member feels supported and adequately informed about the progress of their exciting new purchases. We are also aware of our items being available at similar online stores. This is because we do not lock our partners in an exclusive deal with us so that they're free to hustle and work with whichever seller they choose. We solemnly appreciate your suggestions about improving our fulfillment as this is what we have been mainly focusing on moving on to the year 2022. We're truly sorry for the delay you've experienced. Also, as I was checking your order, I see that you had requested for it to be cancelled. We can definitely do that for you as it is against our belief to hold your own money against you. I hope this helps clarify things for now. Please don't hesitate to send us an email at [email protected] and we'll make sure to cater to your needs. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 27, 2021

Hi Deltakat, You have our thanks for bringing this to our attention. Apologies for having you wait longer than what's acceptable. We had been bombarded by emails during the holidays and had been working around the clock to cater to each and everyone of our customers. We greatly appreciate your patience with us. We know and we understand how serious this issue is and we are sincerely sorry for the inconvenience we've caused. This is precisely the reason why we are in the works to redesign how we show our shipping information. Soon, for each item we'll show its estimated shipping time. This is to set proper expectations and avoid misunderstandings such as this. We take full responsibility for this delay, though. We'd like to have your email address and order number, so we can pull up your purchase and see what we can do to turn this around. Please accept our request for these information via Trustpilot. We are counting on your reply for us to start fixing our mess. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 21, 2021

Hi Machelle, Truth be told, we appreciate customers who put in the most honest opinions about us. It helps us determine which parts of our company needs improvement and which parts our customers approve or disapprove of. We agree that it's a pain for you to reach out when the items exceed the 15-business-day timeframe and for this reason this will be one of the things we will discuss as a group in our All Hands on Deck meetings. It's good that we'll be having the opportunity to open up about this issue and later come up with a solution which will make everyone's lives easier. We can instead make the 20% discount a lifetime thing if it please you. Anyway, we also would like to express our sincerest thanks for complimenting our pieces. We're glad that there is a saving grace in the situation and it's sweet of you to squeeze in some nice words for us. It's a blessing, really. In case you need our help, you're always welcome to email us. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIADec 20, 2021

Hi Kay, We want to thank you for stepping forward and leaving this review for us. We want to take this chance to apologize for this truly unfortunate mistake. Yes, some of our items come from China as it is one of the countries where some of our partners operate. But we also have partners in Tibet, Thailand, United States, United Kingdom and even Lagos, Africa. We are sorry for any confusion caused. We also can prove that we are a 100% black-owned and black led. As a matter of fact, we have been featured as one of The Muse's Top 23 Black-owned and led business. You can find the article link here: https://www.themuse.com/advice/black-owned-led-businesses Your item may have been a defect in production and have been overlooked for reasons we have yet to know. Not to worry, it looks like your order has already been fully refunded and cancelled which means it's been taken care of. We hope this helps clarify. Should you have further questions and concerns for us, please don't hesitate to write us via email! It's a pleasure to assist you. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia