The customer service through email was quick and efficient and I had a problem with my email and they resolved it.
Response from souk + SEPIAJul 4, 2021
It gives us a great sense of relief every time we are crowned with great customer service reviews, Danyale! This means a lot to the entire team souk + SEPIA tribe, especially the Gratitude Team. This here, ladies and gents, is just one of the many examples of our crew's dedication to the service of the people. We're very glad that your email address issue has been taken care of. If there's something else you need assistance with, you know we're an email away from getting served.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KB
Kim B.
DO NOT DO BUSINESS WITH THEM!!!
DO NOT DO BUSINESS WITH THEM!!!! If I could give zero stars I would. I ordered a pair of earrings. When they arrived both posts were completely bent flat. I reached out to the company requesting a return. They approved the return but expect me to pay for return shipping after they sent me a damaged product. Some woman named Gladys responded but has suddenly fall off the face of the earth. Shop somewhere else. They are garbage.
Response from souk + SEPIAJun 29, 2021
Hi Kim,
Thank you for letting us know about the experience you had with our representative. I can list down the things we did wrong, but it would seem wiser to pour our energy into turning the experience around for you.
We would like to sincerely apologize for the hassle that has come with the damaged earrings you had received from us. Seeing what you had to go through is absolutely not the kind of memory we want to leave with you.
To make communication smoother and easier for the both of us, we have sent you an email which contains a set of solutions we have prepared in hopes of making things right.
We are in high hopes of giving you a much better outcome this time. You may reach back to us via replying to the email we'll be sending you shortly.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
GH
Gretchen H.
Fits was an excellent customer service representative!
Fits was an excellent customer service representative. I am so appreciative for how kind they were. They went above and beyond to ensure I was responded to promptly with helpful information. It is so nice to interact with someone who is so genuine.
Response from souk + SEPIAJul 2, 2021
Fits has been raving about your most kind feedback ever since we showed it to him and commended him about it. In behalf of Fits and the whole souk + SEPIA tribe, we thank you from the bottom of our hearts! Not just for purchasing, it's more about the trust and support you have laid on us. Moments like this make us feel extra grateful for how life has been going. We're glad you felt the genuineness within him. Authenticity is one of the many things we pride ourselves in. In case you have further questions or concerns, feel free to ask away and we'll be ready to assist you as always! May you have a lovely evening!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
JA
JayBee
I really want to like this company…
I really want to like this company primarily because it is billed as black owned and had unique pieces albeit a little pricey. I even signed up for text updates. I made two purchases some time ago, the first order was a pair of pants that didn’t fit properly (sizing was off) and took a while to arrive. I realized then that they were drop shipping items from China but I wasn’t knocking their hustle.
The second item was a sweatshirt that had a woman with Bantu knots on it. Because of the previous sizing issue I sized up and it fit fine. Once I received my order the colors I received on the shirt were different from what was pictured on the website. I inquired with customer service and was told that sometimes the items pictured are different than what is received which was an unacceptable explanation to me.
My question is how will this business be able to sustain itself if the quality of the clothing is poor and the items are overpriced? If you are drop shipping you aren’t even re-packaging items to account for the markup. I think the website is what sold me to purchase but what is pictured is not what is received.
I wish the company success if it is indeed a black owned business but please don’t continue to deceive women of color who are trying to support you. Partner with legitimate artists so that will account for the markup and increase the quality of your items so that everyone wins, not just in profits.
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
DW
DW
To be honest... 3 stars is really due to the Gratitude Team
To be honest, I had a mixed experience with souk + SEPIA. Upon placing my order, I received no initial confirmation that my request/payment was received. I sent an email after about 5 days requesting a status of my order, and I received a prompt and courteous response (from Carla of the Gratitude Team) assuring me my order was being processed, however 'tracking information might not be updated in real time" and that 3 - 10 days was the standard for delivery... I waited a few more days, and reached out again, realizing that unless prompted, communication did not occur; I received another assuring response, and my items arrived a couple days later (10-11 days in all). Of the items I ordered - Gondar pants and Haima earrings - the pants were ok, the 'One Size' did fit (but anyone over size 10 may have issues because the waistband elastic is not generous), and the material wasn't what I was anticipating. I wore them for recent travel and did receive 2 compliments - and referred one woman to the site for them. The earrings on the other hand, were a huge disappointment. They are rather heavy with a cheap/weak backing, and are made from some kind of unidentified metal that probably isn't good got ears and should have been sold for 1/2 the price. (The kind of item I could find in a beauty supply store at the check out counter). They remain in the box they arrived in.. I am hoping the Gratitude Team will assist me with returning/giving me a credit for the earrings.
Response from souk + SEPIAJun 27, 2021
Hi Dana,
While we solemnly appreciate your sharing of experience here in Trustpilot, we also feel quite ashamed that your case has not been provided the adequate attention it deserved. For us, the core of a healthy company is its customer service team. A lot of people may find it difficult to acknowledge, but if your customer service is falling short, you have a better chance at winning the lottery than remaining in business.
Rest assured, Carla will be given the necessary coaching session to make her better in dealing with these kinds of situations. We do own up to this error and hope we can do better next time. We would be more than willing to discuss what kind of solution you'll go for. We will be sending you an email after this response has been posted.
We will be looking forward to connecting with you in the email. From there, we can discuss solutions with better efficiency. Hoping you and your loved ones are safe right now.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
NC
Nicole C.
My big gripe with this company is the…
My big gripe with this company is the shipping process. Their website says items are shipped DIRECTLY from their international partner,and because this is so, a customer has no idea when purchased items will ship, shipping can take up to 1 month and there is no options for expedited shipping. In addition, this is not made clear at at time of purchasec so once they havd taken your money your are pretty much in limbo until your items arrive. I purchased a dress and earings on June 8 for a out of town birthday party June 26 (im leaving on june 25) as of June 20th items are still "being prepared" and have not shipled. Im not expecting it to make it before i leave now i have to look for something else. Which i would have done at the onset if i was aware it would take too long. I would like to return my item and i am hoping the return process is better. I will post about that too.
My suggestion to Souke & Sepia. Have rolling inventory for items listed on your website or work with your partners for some kind of expedited shipping. Oh by the way, why does it take over ten days to prepare an item for shipping if its already in stock
Edit: Customer service is top notch. They are very responsive , my concerns were heard and addresses quickly. If you have a little patience with shipping this company has really cute & unique items
Response from souk + SEPIAJun 27, 2021
Hello Nicole,
Thank you for leaving us your most honest review about our company. We greatly appreciate feedback regardless of its nature. We understand that it has been an arduous experience for you so far, and we want to say sorry for potentially messing up your set plans for the 26th of June.
The bright side of this is that upon checking your order number, I see your package has already been delivered on the 25th of June at around 2:32 PM. I hope you had gotten it in time before your departure.
Expedited shipping is absolutely one of the services we are looking to add in order to cut down average customer waiting time for delivery, but this may still take some time. What we can guarantee you is that we have our estimated delivery times in our FAQs page https://soukandsepia.com/a/faqs
Also, we would like to genuinely thank you for leaving a suggestion which is vital to our company's success in the future. As a compensation, it would be a pleasure to provide you some perks on your next purchase.
Kindly check your email to learn more about what I'm saying.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
BW
Brandy W.
This eclectic girl found the fly ✨🦋
Been searching for my style online for a while. Since my first purchase of soft, leather fly knee boots Dec 2020, I’ve become a fan!
Since then, I’ve purchased several dresses, jumpsuits, pants, shoes and earrings. The quality of clothing and superb customer service keeps me coming back.
I love the constant communication via social media and text. Your company makes me feel like family. The vibrant colors, patterns, textures... the fit and eclectic pieces scream my name. Supporting a brand that focuses on brown women gives me a high.
Thank you for setting the bar high!
Brandy W.
Atlanta, GA
Response from souk + SEPIAJun 22, 2021
Hello, Brandy! Wow! You have been a fan for over half a year now with various kinds of pieces grabbed from our store too! We always keep it to a point where we have a natural connection with our customers because we as a company understands the relevance of our relationship with our clients.
We all could agree that communication is key to a successful organization. We can't be any happier that you found your Cinderella glass slipper of fashion! Thank you for supporting a black-owned business like us!
We need to support each other more than ever! Let's all get high off of love and blessings, but know that we will be around as much when things go south.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
KI
Kim
Patience is a virtue
This black owned company has some amazing pieces. Unique, classy and stylish. My only issue is the delivery time. Unfortunately, if you place an order, please expect it to arrive possibly 3-4 weeks later. Patience is a virtue here, so plan your vacation, brunch, etc outfits accordingly. With that said however, the customer service was amazing! They addressed my delivery frustrations and were extremely honest and professional. I will definitely purchase from this company in the near future and encourage others to do so as well!
Response from souk + SEPIAJun 21, 2021
Hello, Kim! Let me just say that we're sorry for the inconvenience the shipping time caused this time, but we are all just glad that you are one of the most considerate people we have ever had the pleasure of serving. We greatly appreciate and respect your capacity for kindness. Thank you for sharing your experience to be used as helpful reference for the public. Encouraging other people to see what we have to offer is one of the kindest things you can ever do for a company, and for that, you have won our hearts!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
