souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIADec 18, 2020

Hi, Sjanee! We'd like to extend our sincerest apologies concerning the issue with buttons of the coat. We pride ourselves in making sure that the products we offer are not only fashionable but more important of top quality for you. So, we hope you will give us an opportunity to discuss this with you further. We'd like to know which coat you were referring to. We take our customers' feedback really seriously and would love to make things right by you if you could give us a chance to delve into the matter deeper. Feel free to reach out to us at [email protected] when convenient. Looking forward to resolving the issue with you! Thanks for leaving us a review. 🙏 —Customer Gratitude Team, souk+SEPIA

Response from souk + SEPIADec 18, 2020

Hello, there. Thanks for leaving a review. We really appreciate your candidness. souk + SEPIA is a marketplace of gently and lovingly curated products from around the world. We have partners in Asia, Europe, and even the United States. This means, customers may receive their orders from these areas and China happens to be one of them. This, too, is the reason why we're incessantly working with our partner couriers to mitigate any factors that are now affecting shipping during peak season and the pandemic. With regards to your concern on refund and return, we'd like the opportunity to investigate your feedback further. If it's not too much to ask could you contact our Customer Service email directly at [email protected] instead? We've gone ahead and notified the team of your feedback and we'll be more than happy to work with you to resolve the issue with your refund and return. Again, thanks so much for leaving us a review. Looking forward to resolving this with you as quickly as possible. 🙏 —Customer Gratitude Team, souk+SEPIA

Response from souk + SEPIADec 21, 2020

Hello Blain - Thanks so much for leaving us a review and making your email address available. This is incredibly helpful for us to help investigate the status of your order and the correspondence we've had with you. We wanted to let you know that we've taken the good element - that being, your giving us the shot & purchasing from our store - and the bad elements you mentioned in your review to heart. We'd like to extend our sincerest apologies concerning your issue and we hope you'd give us a chance to address it. Someone from our Customer Gratitude team will be in touch with you again anytime soon who will be taking care of you personally and we hope to find a solution that makes you smile. We hope to resolve this to your benefit and earn you back as a customer. 🙏 —Customer Gratitude Team, souk+SEPIA

Response from souk + SEPIADec 21, 2020

Hi there Amber! Thanks for sharing your review. We understand your disappointment and can see where you're coming from. We've looked up your order and can see that we've already sent you a Return Label on the 9th of December - we're waiting for it to to be delivered to our office in Newark and will immediately look into the coat you received. The coat is one of our best selling pieces and this is the first time we've received such a review on it thus we'd like to make sure we do the appropriate steps to prevent this from happening again. We've also brought this matter up to our upper management and they're not only apologetic with what happened but they're now actively looking into the matter. Should you have additional feedback on the coat, please feel free to contact us directly at our customer service email at [email protected] and we'll be more than happy to listen and make things right. Again, thanks so much for your review. Your feedback is taken to heart as we know for sure that it'll make us better as a start-up business. Thank you immensely! 🙏 —Customer Gratitude Team, souk+SEPIA

Response from souk + SEPIADec 21, 2020

Hey there Miss K! Thanks for leaving us your review. It sure does feel good to know that you've given us a shot but we're terribly sorry to hear about your feedback on the quality of the item you received. That's absolutely not what we'd like to hold ourselves to when it comes to the quality of our product. We'd like an opportunity to understand more about what happened. If it's not too much to ask could you please send us more information about the product you received by emailing us at [email protected]? If you haven't returned it already, a picture of the product in question would be extremely helpful in rectifying the issue - we'll also be happy to send you a Return Label. We take our customers' opinions and insights very seriously and would like to thank you for bringing this to ur attention. We look forward to making it up to you. 🙏 —Customer Gratitude Team, souk+SEPIA

Response from souk + SEPIADec 21, 2020

Hey there Carolyn! Thanks so much for leaving a review. Just to clarify - we don't block customers' accounts as our system is not built to do this to make sure that everyone's transaction and pertinent information (such as payment information) is protected - as a matter of fact. We took the liberty to look you up in our system and it appears that the refund you requested has been processed on the 7th and as mentioned in the correspondence we've had, which you acknowledged - depending on your financial institution, your refund may be available instantly or require additional days. In some cases, refunds may take up to 10-15 business days. Should you need further assistance and need someone to delve deeper into the status of your refund we at customer service will be more than glad to find out the issue for you and will help provide you with screenshots that you can send to your bank. Please contact us at [email protected] and we'll be more than happy to assist. —Customer Gratitude Team, souk+SEPIA