BlessedLeesh
Fantastic customer Service
I placed my order of 4 items only to then be informed by email that one of the items was nolonger available therefore I was then offered the option of selecting an alternative item. Their Fulfillment department vastly needs to improve as their lack of attention to detail caused for my package to arrive at my local post office depot (London, UK) only to have to be returned back to the sender (Asia) due to the most important part of my address (My door number & building) being missed from the package label. This delivery contained a gift for my cousins 40th birthday and resulted in my cousins birthday passing and me not being able to present it to her on time. Once receiving the parcel back to the fulfillment office it then took them more weeks to redespatch my package once again. Whilst all of this was happening I was communicating on email with a wonderful lady called Fits who demonstrated great customer service with consistent commincation, beautiful manners and positive energy. She successfully prevented me from getting super angry in a very irritating situation. Fits deserves to be recognised as a very valuable member of your team.
Response from souk + SEPIAJul 19, 2021
Hello, BlessedLeesh! I just want to say that we feel an embarrassing feeling whenever inconvenience, no matter what kind, is caused to you and we want to extend our sincerest apologies for the amount of stress this has brought upon you. I don't have reference for the ticket you had with Fits right now as we're not sure what order number you had for the purchase or at least your first and last name. We need either one of two to look it up in our system. Incidents like the one you experienced does not happen all the time, still we are sorry for the troubles we've caused. Before souk + SEPIA started posting vacancies for the Customer Gratitude spot, we made sure each member of the team would receive proper training in how to empathize, pacify and control a situation which could potentially turn into an ugly one. I guess this is a perfect example of that being demonstrated. Fits would be so proud to read about your review. Surely, it will keep the team's morale on high and we very much appreciate it! If you do have any additional concerns or questions, you may always reach any one of our Customer Gratitude people at [email protected]. It's been a pleasure serving you! Have a great rest of the evening! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia