souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIASep 6, 2022

Hi Anna, Thank you for sharing your experience here in Trustpilot. We greatly appreciate any kind of feedback as we see each one as an opportunity to make things right when they aren't. We would like to further investigate the cause of the delays, but we will need you to verify your order ID, so we have sent you a request for these info here in TP. We are looking forward to hearing back from you again, Anna! We cannot wait to resolve this with you. With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIASep 1, 2022

Hi Jasmen, Thank you for writing in! We cannot express our regrets enough for the horribly long wait. There has been a problem with our system which we're currently trying to fix at the moment. Luckily, it's not something we aren't unfamiliar with as something similar has struck us before. We've processed the refund on our end and it has been deducted from our account, but it doesn't appear on your end. We can send you a screenshot of the deduction in a follow-up email. For now, we will need your PayPal email address as a means to process your refund for now. We will be sending you a follow-up email within the day. We are looking forward to fixing this with you. With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 24, 2022

Hi Dr Orr, Thank you for writing in and bringing this case to our attention! Before anything further, we would like to extend our deepest regrets for troubles we've caused you. There's no way we'd want this kind of fate for any of our customers. This was merely short of a good experience and we sincerely apologize. We can still make things right with a thorough investigation of the matter. And that will be possible once we have verified your email address and order number. We have sent you a request through Trustpilot which you should be notified of. You have until tomorrow to respond with your email and OID. Looking forward to hear from you again soon! With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 11, 2022

Greetings, Emmanuelle! We cannot express our regrets enough for all the trouble you had had to endure in the past 5 months. We are dedicated to your satisfaction as our prices warrant great experience. Unfortunately, this has not been the case for this one particular order. The refund would have been given in an instant the moment we received your request if it weren't for the payment gateway issues we've been having these past few months. Luckily, we are now past it and we can instantly refund you now which we just did, yesterday. You should receive a notification email for the said refund. This means we no longer need to use PayPal to send refunds as well. Your money should reflect in your bank account within 3 to 5 days. I hope this helps clarify! Please don't hesitate to write us back should you have further questions or concerns. Wishing you a pleasant rest of the evening! With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 9, 2022

Hello Akilah, Thank you for voicing out your opinions. We know you really wanted to get your money back and we would have processed a refund if only the item had not shipped out. Good news is, it shows a latest update of August 9 and has departed USPS' shipping partner facility. It will only take a few more days for your boots to be delivered! What's more is we have a new service called souk SWIFT which offers 2 to 3 days shipping for your souk orders! We hope this helps! Please don't hesitate to write us back soon! With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 9, 2022

Hi Myriam, Thank you for writing in about your unsatisfying experience with the delays. Since the beginning of the year, Souk + SEPIA was plagued by shipping delays caused by covid blockages and lockdowns. That's caused fulfillment delays here and there. Not to worry, now we have a long-term solution for the delays in the form souk SWIFT, offering 2 - 3 days shipping time. Isn't that just great?! Upon further checking, we see your order has also been refunded for being out of stock. We completely understand the level of inconvenience this has caused in your life and we sincerely apologize. We hope we can make it up to you with a discount for your next order and faster shipping. With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 6, 2022

Hi Chidima, We express our gratitude for raising this concern to our attention. We replied to you, but upon further investigation, it looks like your email's inbox was full and over quota which is why our responses never reached you. We've also found your sweatshirt is being redirected at 2:41 pm on August 3, 2022 in BETHESDA, MD. This was because of forwarding instructions or because the address or ZIP Code on the label was incorrect. We would can process a refund or a reshipment, depending on what you prefer. If you'd like a reshipment, we shall add in proper compensations for the delays. Please also check if there are any typos in your shipping address. We hope to hear back from you soon and wishing this whole thing works out for you in the end. With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAAug 5, 2022

Hi Lauren, Thank you for speaking up about your unsatisfactory experience with us. Truly, we do not wish to cause you this much trouble. No, we do not want to appear like thieves and run away with your money. We can absolutely process a refunds for the items you aren't satisfied with. Admittedly, our shipping was badly affected by backlogged orders that went back from 6 to 8 weeks. Fortunately, this issue has been resolved and now your orders are fully updated. We're also excited to tell you about our launching of Souk SWIFT, our very own version of Amazon Prime offering 2 to 3 days shipping. Delays are now past us, we have improved our services just for you and this proves how serious we are in offering you the best. Looking forward to hear back from you. Wishing you a pleasant rest of the evening. With Gratitude, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia