souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAAug 15, 2021

Hi Maria! Thank you for letting us in on your experience so far with souk + SEPIA. We want to let you know that we're sincerely sorry that things have come this way. We do own up to our mistakes and feel a deep sense of regret for your troubles. It would be in our best interest to help you obtain justice. In this case, in the form of maybe a replacement, to start. We can discuss more about our offers to compensate for the inconvenience. There may be a plethora of reasons these incidents could happen, but we are almost certain that it could be because of manufacturing issues which we will be digging up further. What's gonna happen is we will get a hold of the supplier to know why your items have been produced in such an unacceptable way. We will be looking forward to hearing back from you again soon! All we need is the order number/s in question for verification purposes and we will get in touch with you through the mail. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJul 25, 2021

Greetings, Enya! Please accept our humblest apologies for any confusion caused. We truly never wanted to mislead or much less deceive you. As stated in our FAQs (https://soukandsepia.com/a/faqs), souk + SEPIA products are carefully curated items from boutiques around the world, namely the United States, United Kingdom, Tibet, Thailand, China and Nigeria. For this reason, some items take time to ship out. We're absolutely sorry for causing you frustration. While we do consider Shein as a competitor, we're confident to say that we offer products with better quality than theirs. We'd like to clarify with you that our order processing time takes 3 to 10 business days and it's safe to say that your item is still within the given timeframe. If it helps change your mind about us, our partner courier is already moving the package to be passed on to DHL who will be making the final delivery. Just in case you have missed the notification, we've just resent the email. Just a few more days and your package shall be on your doorstep. I hope this helps explain our side. If there's more you need clarification with, please feel free to write us back again. We'll also have our Customer Love/QA Specialist email you shortly to discuss the case further. We hope you're having a pleasant rest of the day! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJul 8, 2021

Hi Ruqayyah, Before I begin, we would like to let you know that we're truly sorry for any trouble we've caused you. Our only intention is to keep our customers as satisfied as possible, but it looks like we fell quite short this time. Our order processing time takes 3 to 10 business days while shipping may take another 2 weeks, but the item that you've been waiting for is expected to arrive by the 10th of this month as per USPS. This means we are still within the shipping timeframe. We hope this clarifies the situation. Please don't hesitate to send us an email should you have additional queries. Wishing you a pleasant rest of the evening! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJul 5, 2021

Hello, Ashley! Before we start explaining, we would like to sincerely apologize for the awful memories that comes with this experience. We never meant to make you feel this way. Please do expect an email from us shortly after this reply is posted. The email will contain some good news, so please feel free to interact with us there. I hope you're having a pleasant afternoon. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJun 29, 2021

Greetings, Juanette! We are awfully sorry that we have not been able to give you the best experience possible with both of your orders. Yes, it is true that we do have items shipping from China as it is one of the countries where our partners are located. We also have products produced in the United Kingdom, United States, Tibet, Thailand and even Lagos in Nigeria. We sincerely apologize for the issues that caused you trouble. This is the last thing we want you to experience and we hope to make amends for what has been a troublesome memory with us. We also have just recently listed reports on items as well as the merchants associated with them. Once a merchant exceeds the report limit, souk + SEPIA will remove the merchant and source the item from a different producer or possibly remove the item permanently. We understand the disappointment, but wholeheartedly accept your well wishes for us as we are legitimately black-owned and led. We've been featured by The Muse as one of their 23 Favorite Black-Owned & Led businesses. Here's the link for the said feature: https://www.themuse.com/advice/black-owned-led-businesses It would really be a shame to lose you as a customer. We have sent you an email to discuss our offers to make your experience better. We are looking forward to hearing from you again soon! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJun 14, 2021

Hello, TT! Thank you for sharing your sentiments about your experience with us. We only want to give you the best of memories with us and we're sorry if it hasn't been one of joy so far. The reason some items may look different from the ones we post in our website is there could be some manufacturing problems as we are partnered with a number of merchants from around the world. We work with artisans from the US, UK, Tibet, Thailand, China and Lagos, Nigeria as well. We would like to extend our apologies for the items taking a lot of time to ship out. What we've done to combat this is hiring a consultant to help us increase our efficiency in providing our clients faster shipping updates and processing. Although we couldn't get a 5-star review from you, we're thankful that you appreciate the promptness of our customer gratitude team's response time despite the hassle you have went through with this order. We seriously would like to provide you with compensations to make amends for the trouble. We would like to receive your email address and order number so that we can track your order down and check your account. Once done, we shall contact you through email and we'll take it from there. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAJun 8, 2021

Hello there! Thank you for being honest with your experience with us. We would like to sincerely apologize for the less than impressive quality items you had received from us. I'll handle this case for you and reach out to you through the email once you can provide us with your order number for the reference. We can offer you a free return label to return the items back at no cost to you and refund you for the pieces you'd like to send back. We want to at least make the experience a little better for you. We are hoping to hear back from you again soon so we can sort the problem out. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 17, 2021

Dear Sade, Thank you for bringing this to our attention. We immensely appreciate the time you took to write these words down. We promise, all this effort wouldn't be in vain. We would like to further investigate on the matter and look into it deeper. We have requested additional information via Trustpilot for your email and order number both so that we may have our Customer Love/QA Specialist reach out to you and help make the experience better. With regards to our items being shipped in China, part of this is true and we do not deny this. We work with artisans from the United States, United Kingdom, Lagos in Nigeria including China. For this reason, some of the items may come from China, but not everything comes from there as per our FAQs page at https://soukandsepia.com/a/faqs Truly, we have disappointed you with the shipping issues and we both are hoping for the same thing. For the improvement of our courier services. But this is a part of the business we are currently trying to improve on as we have hired a consultant to help deal with betterment of the shipping time. We have high hopes that you will reach back to us with your email and order number as we really want to get started with helping you out. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia