souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAMay 10, 2021

You seem to be a first time customer, Tia, and it pains us to know that we couldn't give you a great memory with this experience. I have shopped online on several occasions, and I have experienced problems of this sort many times as well, so I do understand the frustrations you are feeling right now. Sorry wouldn't cut it, but there is nothing else we want right now than to turn this experience into a memorable one in a positive way. We value the trust and respect that our customers put in the line for us and when incidents like this happen, we feel nigh good about ourselves. For this reason, we will do everything to make it better. We have sent you an email which contains a set of solutions and some privileges we are willing to grant you. We'll do our best for you to get the longer end of the stick and promise to dedicate our talents to serve you better this time. We are hoping you'd have the time to check out our email with the subject "Trustpilot Review Follow-Up from S+S" —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 10, 2021

Dear Francine, Thank you for taking the time to let your sentiments be heard. We want to express our deepest regrets for leaving you this type of impression. We never meant to deceive you about being a black-owned and led business. We want to share to you that we have been featured on The Muse as one of their 23 best loved black-owned biz: 23 Black-Owned and Black-Led Businesses We Love on The Muse https://www.themuse.com/advice/black-owned-led-businesses We want to say sorry for we haven't been clear enough about the part that the 3 to 10 business day period is for the processing alone. This information is available on our website with in our FAQs section https://soukandsepia.com/a/faqs As per the whereabouts of your orders, I think you need not worry as your items are already on the way and should arrive real soon. Since we want to keep your items safe, we have sent the tracking numbers via email which also includes the solutions we have offered for you. Also, you are right about the items being shipped from China, but this isn't the case for all of the items in our site. We have partner craftsmen from China, but the same goes for the US, UK and Lagos, Nigeria to be precise. Getting this solved is our number one priority and we literally do not want anything else but to get this fixed for you. I hope you have the time to read our email. Please have a pleasant rest of the evening. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 29, 2021

Dear Tiffany, We are asking for forgiveness for the inconvenience this has brought upon you. This kind of experience will never be something we want for our dear customers. We are here to listen to you, and help you get through this trouble. Regarding our items being shipped from China, yes, that is true. But what is also true is that we also do business with merchants not only from China, but from the United Kingdom, United States and even Nigeria to name a few. Our company is a 100% black-owned We just got featured at The Muse for 23 Black-Owned and Black-Led Businesses We Love on The Muse. Please check the links below: https://www.themuse.com/advice/black-owned-led-businesses https://www.themuse.com/profiles/souksepia#jobs We do not wish to make you feel this way, Tiffany. And for this reason, we have sent you an email with the resolutions we have prepared just for you. We appreciate your taking the time to read our response. We are looking forward to resolving this with you. With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 27, 2021

Hi Nana, Thank you for leaving us a review! We would like to extend our honest-to-goodness apologies for the the terrible experience with the quality of the sweatshirts you ordered. We are serious in our desire to correct things and would want nothing more than to help you get the more ideal outcome. Yes, some of our items come from China as we also work with artisans from Asia, United Kingdom and the United States. We can send you a return label for free to return the items back to us at no cost and we can offer a refund either back to your card or in the form of a store credit plus extra $30.00 USD worth of credits on top of the total value of the items you will be returning. We will be looking forward to receive additional information from you such as the email address and order number associated with the items you are planning to return. Thank you so much and we hope to resolve this as quickly as possible! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 26, 2021

Hi Kwamaysia, We would like to extend our sincerest apologies for any confusion this has caused. The only thing we ever want for our customers is a 100% satisfaction and we're sorry if this hasn't been the case here. Yes, it is true that our standard shipping timeframe is 25 business days, as stated in our FAQs page https://soukandsepia.com/a/faqs We need this much time to prepare the items because some of the artisans we work with can come from overseas like UK, Tibet, Thailand and China, namely. Upon checking, we see that a tracking number has already been provided for your order, just 7 days after your purchase was made. Kindly check your email's inbox for the confirmation. I hope this has helped! If there's anything else you need help with from us, you can send us an email at [email protected]. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 24, 2021

Dear Hawatha, In behalf of the whole souk + SEPIA team, we wand to extend our sincerest apologies for the negative experience you've had with the sizing. Before we ship anything, we make sure our items undergo strict quality compliance, but due to items being produced by the thousands, some defects may slip past us and we're terribly sorry for the troubles this has caused you. Informing our supplier regarding the issues of these specific items will be one of the steps we're gonna take to ensure the incident does not happen to any of our customers again. We greatly appreciate this review of yours for this certainly would make our operations better in the future. As per the items coming from China, yes it is true that some of our products do come from the aforementioned country. This information has been made available in our FAQs page in our website https://soukandsepia.com/a/faqs. Souk + SEPIA is a marketplace of highly fashionable boutique pieces from across the globe from the US, UK to Asia including China. We can process a refund for the items you received. We will be emailing you with a return label included so you may return the items at no additional cost. Also, we will be more than happy to discuss with you further solutions to make the outcome better for you. Honestly, we feel bad for letting you down this time and would really want things to be better not only for you, but for every client we serve and will be serving in the future. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 22, 2021

Hello, Anna! We'd like to apologize for how this incident made you feel. As a fellow consumer, we understand how much anxiety it causes when you don't have a clue where your order is. Not to worry, we are here to help you find the whereabouts of your package. Our order processing time should only take 3 to 10 business days and your order should ship after the 10-business-day period. What we need from you is your email address and order number for that particular purchase so that we may trace your parcel. We have requested these information via Trustpilot. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 21, 2021

In behalf of the entire souk + SEPIA team, we would like to apologize65 for any potential mishap caused. We keep our clients' satisfaction as our number one priority and we feel terrible for your experience. We lay our best intentions into making things work for you. We would like to investigate and take a closer look at the case. We would greatly appreciate it if we can have your order number and the email address associated with your souk + SEPIA purchase so we can ask our Order Fulfillment Team to reach our partner artisan for that particular item you had ordered. We have requested this information here, via Trustpilot. We are looking forward to hear back from you as our desire to fix this matters the most to us. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia