I ordered two additional items prior to receiving my very first order from them. After i received my first order and was not happy i tried to return the second due to it being a final sale. I was being hopeful. When i received it i was happy because it resembled what i saw online. However, THEY DID NOT FIT. One dress i ordered a L. What i received felt like an XS. I forced it on because i thought it was tight due to the lining. I could not remove it and had to cut it off. The second dress fits but wont zip up. It made all the sense why they were final sale - they werent selling cause they were trash. Im absolutely done with them and NEVER WILL I RECOMMEND THEM TO ANYONE. Ill find a more respectful small business to support!
Response from souk + SEPIAOct 12, 2021
Hi Tiffany,
It pains us to see that we have let you down yet another time. We feel a great deal of embarrassment from causing you stress, which of course, something we think you do not deserve at all. None of you queens deserve this, so we'd like to express our deepest regrets for all the trouble you had to deal with.
As much as we'd love to provide you a full refund, we unfortunately cannot refund Final Sale items are non-returnable items as they have already been heavily discounted. Final Sale items are unworn items exchanged by customers and are not eligible for returns as stated in our website.
What we can do for you this time is perhaps send you a gift card which equals the total amount of the items in question. If you are in favor of this proposal, we can arrange that for you in a jiffy.
Simply reach out to our Gratitude team at [email protected] and we shall tend to your needs in a swift manner. We hope the information was helpful. We'll be looking forward to getting in touch with you again.
Wishing you good luck and even better fortune in the days that lie ahead.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AM
Angel M.
So far my experience has been…
So far my experience has been excellent. I wanted to check on the status of my order and I received a text back in less than 5 minutes. As I shared my order information I am sure that I was texting with a human being. Where do you find that kind of service late at night???
Response from souk + SEPIAOct 11, 2021
I guess you aren't named Angel for nothing, Angel! We're proud to say that our company values authenticity and realness. This is why we have real people interacting with our customers. Real service for real customers! We have bottomless appreciation for customers like you. Besides the free promotion we get from your positive feedback, the best thing it does for us, the whole team, is the morale boost it gives us. Thank you, Angel! I genuinely hope you claim blessings you deserve before the year ends!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SM
Sophia M.
Horrible customer service and delayed shipping.
I should’ve read this review before purchasing my two items number one it took about a month for me to receive my products. Now that I received the product one of the items that are ordered which was a Gold Earring, was not in the box they end up sending me a silver earring. Then they have the nerve for me to request for me to send it back using their shipping label which already took me a month to get so I need to ship this back just for me to get a refund that is their error? I really tried my best to support black business but clearly they don’t have their stuff together at all I will never buy from them again.
Response from souk + SEPIAOct 11, 2021
Hello Sophia,
Thank you for letting us in on the issue at hand. It undeniably regrettable that you have had this type of experience with us as we only ever wish you the best possible experience for our shoppers.
We'd like you to know that we truly are sorry for the troubles we've caused you and the stress it has brought along with it. We understand the disappointment and there's no way we'll invalidate your points.
Having our customers send back unwanted items is our normal way to go about such cases. The reason we need the items back is because it's not even wanted in the first place.
To show you that we are willing to bend over backwards to make this a favorable situation for you, you may keep the item. You do not need to send it back. We feel remorseful, but we'll always try to make things easier for you.
We hope your day goes well and that you and your loved ones are safe.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AC
Annoyed C.
Why does shipping take so long
Why does shipping take so long? The time frame was not described before purchasing. I still have not received my shoes. It’s been almost a month! If you need something within 2/3 weeks this is not the place to order from. They told me my shoes would process in 3-15 days and could take an additional 4 weeks to ship! Really?! Why?! Are they custom made or something? I have never!!
Response from souk + SEPIAOct 5, 2021
Dear Annoyed Customer,
We absolutely can understand your reaction to the incident. We have not been able to deliver to the promised shipping timeframe due to some unforeseen circumstance that we're already dealing with.
This has caused some delays and we greatly appreciate your capacity for patience. Right now, we are working very closely with our warehouse partners to speed things up for you.
We have the latest update for your order and according to USPS, they are currently awaiting for our partner courier to hand them your shoes and make the final delivery.
We do not mean to inconvenience you with this problem and for that, we would like you to enjoy 20% off your next purchase with the code THANKYOU20212 upon checking out.
In hopes of a better experience for you, we would greatly appreciate your acceptance of the offer. Of course, you may use this code any time you wish. You can decide whether to use it or not after you have received your shoes.
We hope this helps! If there's anything else we can do for you, let us know at [email protected]. We're open for any questions you might have. Wishing a terrific rest of the day for you!
WIith Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
IC
Ikisha C.
Ordered Sept 21st and it still says…
Ordered Sept 21st and it still says shipping and that it had not gone anywhere! So when I do get my item 80$ jacket! This will be my final purchase, I will update my review whenever it arrived😒
Response from souk + SEPIAOct 5, 2021
Hello Ikisha,
Before we start, we'd like to let you know that we're absolutely sorry for the shipping delays. We have been experiencing an unforeseen circumstance which affected our production, but your satisfaction is our utmost priority and we vow to fix this. In fact, we are working really close with our warehouse partners to make sure your orders are delivered as early as possible.
Upon checking, the latest update for your package is that USPS is already waiting for our partner courier to hand it to them and make the final delivery. This means that your items have left our warehouse.
Kindly allow a few extra days for this shipment to be fulfilled. As a small token of appreciation for your patience, you may enter discount code THANKYOU202120 for a 20% off of your future purchase.
We hope this helps! In case you have further questions or concerns, please don't hesitate to write us back at [email protected]
With Love,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
DW
Danielle W.
FRAUD
I placed an order on September 17, 2021. I even purchased the package protection and downloaded the app (Route) to monitor my order. On September 27, 2021, I realized that there had been no updates on my order. No Tracking number or ETA. I immediately emailed their company. I received a response within an hour. Sienna informs that their processing time for an order to
be shipped is within 3-10 days business days (weekends and holidays are not included) and that once my order was shipped i would receive tracking information…..just an fyi tracking information with UPS or USPS can updated once you print a label.
I get they have their own procedure but they have terrible business etiquette. Also they are talking in circles on their website we you review the FAQ. I began to do further investigating on this company and I came across horrific reviews. I immediately ask for a refund the next day.
this is the email i received:
“I am so sorry to hear that you want to cancel, Danielle. However, it appears that your order has already been sent to our partner artisan and is already in production. When your order has gone into production, the souk+SEPIA team is unable to make any changes.”
So let’s reverse a little. Why hadn’t I received any updates to shipping/tracking if something had been updated. I respond kindly and inform Sienna that there has been no updates and that they are a scammers and participating in fraudulent activity and requested a refund again and that i would be reporting them to the BBB. I was also using Route app and there were no updates. I was refunded with a few business days, after i reported them to my
bank.
As I write my review, I checked the website just make sure I keep my facts straight. They have been so kind to update their processing times from 3-10 to 3-15 days. (how cute and ironic). That means you will be waiting 3 weeks for your items to even be packaged.
SO THE COMPANY PREVIOUSLY CLAIMED TO BE “black owned. it was owned by someone name Kelechi Neela. I believe she isa scam artist in review of her personal website and the wording she uses.
The site is no longer being portrayed as blacked owned. It’s changed within the last couple of days. it also emphasizes that it is market place but still providing false information under the about section. You will not get a retail discount. You actually will pay at least a 5-10% markup . Souk and Sepia and the other two companies listed are apart of UJUU. UJUU states that it a brand studio for black and brown consumers. That does not equate to them being black owned, just that their studio caters to the black community.
Also you will not receive your package directly from a factory. They actually mail it to themselves first and rio out whatever other companies tag off and sew theirs on (I noticed because I tried to give them the benefit of doubt and made a purchase prior to this one). Also the item i have is not what was shown online.
Again, Do not order from this company. The are scammers participating in fraudulent activity Shame on her/them for taking advantage of the black community.
Response from souk + SEPIAOct 5, 2021
Hi Danielle,
Thank you for writing about your sentiments. We take that this is borne of the frustration caused by the inconveniences you've dealt with. We would like to extend our deepest regrets for the troubles. We have the confidence to tell you that this isn't the kind of experience we'd wish for our customers.
We are grateful for the fact that this review serves as an opportunity for both parties to get a better understanding of each one's sides. Our order processing times are posted in our website's FAQs page which you can check here -----> https://soukandsepia.com/a/faqs
Here at souk + SEPIA, we genuinely care for your satisfaction. It is truly unfortunate that we are dealing with an unforeseen circumstance causing us to fall short in the delivering your parcel within the promised timeframe. In response to this mishap, we have been working very closely with our warehouse partners to ensure your items arrive in a timely manner.
We are a 100% black-owned and black led company and Kelechi Neela is a real African-American woman. We represent our brothers and sisters and have provided jobs particularly for the members of the black community. For this reason, deceiving our people does not exist in souk + SEPIA's vocabulary.
And if that doesn't prove it, we are proud to share that we have been selected by The Muse as one of the 25 black-owned and black led businesses they love in this article https://www.themuse.com/advice/black-owned-led-businesses
We would like to clarify that the items take as long as they are to ship because they do come from boutiques from our partners in different locations across the world. We have partners in the United States, UK, Tibet, Thailand, China and even Lagos, Nigeria. You may also find this information in our FAQs, so we encourage you to take a quick look.
Your order has been fully refunded, so we'd like to know how you want us to help you further. It would be our pleasure to turn this experience around for you. Please let us know if you need anything else. You can email us at [email protected]
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KK
Kim K.
This is not a black owned company
This is not a black owned company, it's a fraud the stuff comes straight out of China and runs late, do your research I should have read other website reviews first before buying I'm gonna call the BBB and see what I can do about the website saying it's ran by sisters! And when you read the response they will not say they are black run. Now I'm worried I threw money right out the window blank women are not shaped like Asian women. So the sizes would be way off.
Response from souk + SEPIAOct 4, 2021
Greetings, Kim! We would like to extend our most sincere regrets for the experience you had to go through. We understand the magnitude of the issue at hand and how bad it may affect the way you see us as a company.
We would like to explain that souk + SEPIA is a marketplace of lovingly curated boutique items from all over the world. Yes, we do have partners located in China, but we also do have the same from The United States, United Kingdom, Tibet, Thailand and even Lagos, Nigeria.
We have accurate size charts for each item in the website so if your pieces don't fit, we can guarantee you a refund for the items you wish to return. We'd also like to clarify that we are a black-owned company and a 100% at that. In fact, we have been featured on The Muse as one of the 25 black-owned and led companies they love. You can find an article here/https://www.themuse.com/advice/black-owned-led-businesses
We would like to formally address this issue via email. Our Customer Love Specialist will be with you shortly after this response is publicly posted. We hope to hear from you there so we can better assist you.
With gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
RO
Roxane O.
Beautiful statement piece
I have been looking at this website for months. Finally i decided I wanted a statement piece to wear to a family gathering. I was blown away at how absolutely beautiful this blouse is. The lace is gorgeous, the quality is amazing. I can see myself having this in my wardrobe for years to come.
Response from souk + SEPIASep 26, 2021
Hi Roxanne,
It's so good to learn about your story of triumph by fashion! Souk + SEPIA is servin' you looks, sis! With every piece, carefully selected from boutiques we work with, you are can never go wrong with each purchase.
We can already imagine you receiving compliments here and there for the Carungay top you had purchased from us! It's our honor to be serving you for the years to come! ❤️❤️❤️
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
