souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAMay 12, 2021

Please accept our sincerest apologies for the shipping issues you have experienced this time. We are sorry for messing up today. We only want nothing but good days for our clients and we're feeling distressed for causing you some trouble. Despite this, we are still eager to be the company you queens deserve. Each day, we dedicate ourselves to providing fashionably unique items that shall gain our clients compliments and confidence alike. It is unfortunate that we had to connect under these circumstances, but the beauty of this is that we have some special offers for you without a catch. We have sent you an email the contents of which will be worth your time. Once you find yourself the time to give us a chance, please do read our email straight to your inbox. We are looking forward to making this a way better experience for you. May this be the beginning of a mutually healthy relationship. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 11, 2021

Dear Oz, Thank you for writing us your thoughts here in Trustpilot. We take each and every case, regardless of the rating, with utmost importance and empathetic capacity. As an online shopper myself, I most definitely understand the stress of not knowing where your items are. We think it is only natural for a customer to worry when such cases happen. We sincerely apologize if we haven't made it clear that some of the items we show in our site may come from China as we work with artisans from the UK, US and even in Lagos, Nigeria. It just so happens we have partner merchants from China. These information is available in the FAQs section of our website https://soukandsepia.com/a/faqs We ask for your forgiveness this time as we only want the best of experiences for you. We have sent you a follow-up email which contains a set of solutions we have prepared for you in hopes of keeping you as a customer. We do hope you find the time to check your inbox for an email with the subject "Trustpilot Review Follow-Up from S+S" I know we are not in the position to make promises, but please know that it will be worth your time. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 6, 2021

Hi Clarke, I'd like to start by thanking you for putting this to our attention. From my years of experience in customer service, I understand that this feedback comes from a desire to be saved as a customer as it is evident from the last line you left us. We respect you for still giving us some benefit of the doubt and we will make the most of this second chance you seem willing to give us. First, we need to be able to get your order number and the email address associated with your souk + SEPIA account so we could communicate with you through our customer service email and we will be taking it from there. We have sent you a request here in Trustpilot for these info. We will be looking forward to receiving these from you. I hope your days go sufficiently well from here on out. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 6, 2021

Dear Krystal, Thank you for taking the time to raise this to our attention. We would like to sincerely apologize for the lack of attention for your concern. We will make sure to investigate the case further, but that is after we have solved the problem. Our order processing must only take 3 to 10 business days before orders are shipped out and we're upset with ourselves for inconveniencing you. A representative of ours will be emailing you to further address the case. We are keen to resolving this with you. Please see your email inbox. We will continue to communicate with you via email to give it the attention it deserves. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 30, 2021

Hi Racine, We immensely appreciate your bringing this to our attention. Our sympathies are with you as we truly understand how awful it feels to receive items that weren't as promised in terms of quality. We would like to express our deepest regrets for overlooking the refund that should have been granted to you earlier. We take full responsibility and do not intend to hold refunds against our customers. We have gone and processed a full refund for your order which you will be receiving a notification email about. The funds will settle in as fast as 3 to 7 business days, depending on your bank. We are willing to go beyond just to earn a shot at redemption. We have sent you an email containing more solutions to make up for the inconvenience you have experienced with this order. We hope you take comfort in knowing that we won't just sit around and see a customer go when we have the capability to improve a client's experience with us. We have also sent word to our partners of this incident to help us maintain a strong relationship with our clients through making sure the products' quality is in tip-top condition. We sincerely hope this has helped. May you have a pleasant evening. With Gratitude, —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 28, 2021

Hi Keshia, Thank you for bringing this incident to our attention. Your experience has not been what we intended for you and this is what's regrettable about this situation. We sorely feel ashamed for falling short of what we stand for as a company. Since souk + SEPIA is a marketplace for carefully curated items, some of the items may come from China as this is one of the countries where some of our partners are located. We also have partners in the United Kingdom, United States and even Africa. Despite our partners coming from different countries, we are 100% black-owned. You can check our founder's website at https://www.kneela.love/. We have also been featured in The Muse as one of the 23 Black-Led Businesses We Love on The Muse. Please see the links below: https://www.themuse.com/advice/black-owned-led-businesses https://www.themuse.com/profiles/souksepia#jobs We can assure you that this type of inconvenience isn't something we want for you to go through so we'll definitely work things out for you. We have emailed you the solutions we have prepared. We are hoping you'd appreciate it as our intentions to keep you is pure. Sincerely, The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 19, 2021

Each time a client orders, souk + SEPIA makes sure that we satisfy them with the quality of our pieces. As much as we try to keep it a 100 for you, some factors like manufacturing defects can be out of our control at times and we would like to sincerely apologize to you for for falling short of giving you the most ideal of experiences. We do have accurate size charts for each item on the site so our clients can find their proper measurements. It may be possible that the skirt you had purchased runs small or is an XXL, but with smaller measurements. You are shopping from a 100% black-owned company Denise. We also would like to clarify that souk + SEPIA is a marketplace for carefully selected boutique items around the globe. Our pieces may come from our partners in the UK, US to Asia including China. Above all things, there's nothing we would want more than to earn your support again. You are protected and secured with our free return labels and refunds for when clients aren't satisfied with the items or the service we are providing. We have sent you two emails. One as a follow-up containing the offered solutions and an exclusive discount code, and another for the return label. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 16, 2021

Bringing this to our attention is the best thing you could ever do for yourself and for us, Denise. Our clients' satisfaction has always been souk + SEPIA's top priority since day one and it saddens us to hear about the challenges you've faced with your orders. We would just like to take this chance to clarify that souk + SEPIA is a marketplace where artisans from the US, UK and Asia including China can showcase their pieces and make it available to the rest of the world. Also, this information has been stated in our FAQs which is accessible through this link https://soukandsepia.com/a/faqs You have our respect for leaving us a fair and honest review and we feel inclined to earn your respect back as well. We have come up with a returns process which is designed to heavily favor our clients in case of troubles such as this. You absolutely wouldn't have to pay for the return. We understand the frustration and would really want to help you through this. To help you, though, we will be needing your email address and the order number of the items in question. We have gone and requested for these pieces of information via Trustpilot. Also, we have sent you a follow-up email regarding this issue. We're hoping to have this fixed for you as soon as possible. From the bottom of our hearts, we hope your weekend goes well! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia