I have been trying to return some items to this company and have received no response. I am not happy with their products.
Response from souk + SEPIAJun 8, 2021
Hello there! Thank you for being honest with your experience with us. We would like to sincerely apologize for the less than impressive quality items you had received from us. I'll handle this case for you and reach out to you through the email once you can provide us with your order number for the reference. We can offer you a free return label to return the items back at no cost to you and refund you for the pieces you'd like to send back. We want to at least make the experience a little better for you. We are hoping to hear back from you again soon so we can sort the problem out.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TS
Tina S.
Beautiful items
Beautiful items, part wasn’t delivered and I received a refund. Very professional customer service.
Response from souk + SEPIAJun 8, 2021
Thanks for the generous 5-star review, Tina! You're lifting our spirits up over here, sister! We appreciate the positive publicity you had given us. Souk + SEPIA does not hesitate in giving out refunds as we know money don't come easy these days. Thank you for your patronage! May we, and all of our loved ones transcend over the threat of COVID-19. Please keep yourselves safe out there!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
DA
Daisy
Phenomenal customer service!
I ordered a few items a while back but I couldn't try them on because I had a family emergency. I was finally able to assess my packages and needed assistance with returns. Gladys customer service was truly phenomenal! I received an email immediately after filling my return request and was reassured my issue was taken under great consideration! I will be placing another order very soon!
Response from souk + SEPIAJun 9, 2021
While it's a shame that some of the items you had received aren't in tip-top shape, we're genuinely happy that you have been taken care of by Gladys phenomenally. Exceptional customer care is our house specialty! People will always come to the businesses who takes good care of them. We are grateful for your review as it contributes big time to our reputation! We're looking forward to seeing you again soon! Spend those dollars wisely!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TO
TOMEKA
Very disappointed in the delay
I placed my order on Saturday before Memorial Day and have yet to see any status updates relating to the movement of my order. It should not take this long. I’m really concerned about the condition of my order as well after reading reviews on trustpilot considering it’s completely different from reviews provided on the souk+sepia website. Well I guess I’ll just have to wait….to be continued
Response from souk + SEPIAJun 7, 2021
Hi Tomeka,
Much thanks for writing us a review here in Trustpilot! Our order processing may take 3 to 10 business days which means we are still within the order processing timeframe following the fact that the purchase was made on Saturday. You need not worry as we will absolutely send you an email to update you once your parcel ships out. To make the investigation easier for us, we'd like to know the order number as well as the email address linked with the purchase. You may respond to the information request we had sent here. Looking forward to your response so we can have things sorted out for you.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
FH
Flynn H.
Scam site
Scam site, beware. I spent nearly $300 on 2x dresses and 1x pair of shoes. The shoes alone were $170!! They arrived late in a really beat up, non-descript box, the dresses shoved in with the loose shoes. First of all, the shoes are worth no more than $30; they're incredibly poorly-made, the wood heels are not wood, but instead plastic with heavily pixelated wood grain sticker paper pasted over. It's truly awful, I've never seen a product this bad. It also had the designer name, Jacquemus stitched on the sole, which typically go for $500ish, so this site sells nothing but incredibly poorly-made knockoffs at ridiculously high prices for the cheap material they use. I went back on the site and have since found old items from Zara listed, but they give them different brand names. It's most peculiar.
Now for the dresses. Just tacky, super cheap, nasty ass dresses. I bought a large, because I saw on the site that some items ship from China, and my experience with clothing from China in the past is that their sizes are very very very small compared to other countries. I'm usually a medium elsewhere. Also, definitely not buying from boutique black businesses, as their marketing suggests. One of the dresses in a large was too big, not a massive issue, but the material was so awful. You can tell it's cheap from a mile away. The other dress, same design but a different color, was also labeled a large, but was far too tight, the zipper wouldn't even reach. It doesn't make sense. Those dresses were worth maybe $10 each, not $50 each. Absolutely disgraceful, all of it. I've never seen such a scam as the shoes. Unbelievable.
To top it all off, they refused to pay for return shipping and I was quoted $20 at USPS.
Shut this place down. Periodt.
Response from souk + SEPIAJun 7, 2021
Greetings, Alannah! Thank you for writing in. Before anything further, we would like to let you know that we're genuinely sorry for the trouble caused. When situations such as this occur, providing solutions is imperative.
We do stand by what's right and will not just sit around and watch things crumble for our customers. Upon checking, wee see that we had generated a return label for you to return your unwanted items.
As a result, we had also processed a refund for all the items you had returned back to us. Please allow 3 to 5 business days for the funds to settle back to your card.
As per the Jacquemus shoes, our explanation for this is that souk + SEPIA works with suppliers/artisans who also work with other brands. As an online marketplace of curated pieces, there will possibly be items in our website available in other stores as well. The same goes for the Zara items.
We apologize for the impression we've given you, and understand the frustration this has brought upon you. We aren't locked in an exclusive distribution deal with a few of our partners merchants in the US, UK, Asia and Africa.
We have sent you a follow-up email to discuss the things we can offer you. We are hoping that we will come to an agreement with you to give us a chance to redeem ourselves and make your overall experience better this time.
Hoping to hear back from you again soon. May your days be filled with blessings. Wishing for you and your family's safety.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SO
Sophia
My issue is returning stuff.
I don't always get the emails regarding returns in a timely manner.
Response from souk + SEPIAJun 8, 2021
Hi Sophia,
Thank you for writing us a review! We have been receiving a huge number of requests lately and have been working around the clock to cater to each and everyone. We're sorry that you haven't been given the proper attention you deserve. Upon checking, we see that your order has already been refunded in the form of store credits per your request and has been processed since the 2nd of June. I hope this helps! Please don't hesitate to write us back if there's anything else we can help you with.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
PM
Phylicia M.
It’s the customer service for Phe ❣️
@Souk & Sepia, their unique designs speak for themselves; Flawless. I am elated to be able to say I found a Black-owned company whose customer service goes above and beyond... Let’s start from the beginning, I signed up for emails (15% off) but I didn’t see the promotion code. So I sent a text stating “I didn’t receive my code for 15% off”.
This is what I got back:
“ Hello there! I'm so sorry to hear that you haven't received your discount code. Please use ************ discount code for 15% off ❤️“
I thought to myself, aww that’s nice it was so simple.
Back to the site I go. But I saw so many items “I just had to have” I ended up removing some items and checking out (trying to be an adult).Then I saw their Insta @SoukandSepia of a woman my body type wearing a dress I clearly missed during my previous trip to the site. Good thing S&S have their products linked to the pictures. Anyway, of course I had to get the dress, there was a note next to the sizing that read “Runs Big Order Size Down”. Now remember at the beginning, I already said to myself “ aww that’s nice it was so simple”. Well I had that feeling again 😊, I added the items I took out originally back to my cart with the dress and checked out.
Sometime the next day, I was skimming through my email and saw one from “gratitude” and that is the vibe that came through that email. I was grateful to be seen as a valued customer, who made 2 orders and the company noticed. I didn’t respond to the email but today I received a text from S&S reminding me to take it easy in this chaotic time. I decided to send another text, letting them know I appreciated the “Thank you” email.
They responded again, and gave another 15% off for letting them know how my shopping experience was!! 🥰🥰🥰
Now, what happens next is all God! While showing my Advisor the cute items I already ordered, I see 2 more items “I must have”. My advisor reminded me that because the designs are so unique yet professional I can write them off my taxes as business expense (just got my LLC in the mail today). Naturally,I’ll be placing my 3rd purchase soon as I’m done saying how jubilant I am to be a S&S customer, I love supporting a black owned business and knowing they respect and appreciate their customers. It makes me even happier to spend my black dollars!
Can’t wait to see them blow up!
Response from souk + SEPIAJun 9, 2021
First of all, we are 100% proud that you have been provided with the best possible service we could provide a customer. This is for all the queens out there who are having second thoughts in indulging: We are generous when it comes to providing y'all discounts!
We understand money doesn't grow on trees and it's especially challenging to earn it these days, so we do not think twice in giving out discounts when needed. Of all the feedbacks we have received from a week ago, this has got to be the most colorful one of all, and we looove you for this, Phylicia!
Our website's user-friendliness is a product of trial and error from our web-design team. Before we launched the website, some men and women spent a good amount of time to make sure our clients' online shopping experience is effortless. We can definitely say their hard work has paid off if it made you say “ aww that’s nice it was so simple” ❤️
I guess that's just the beauty of ambiguous fashion! You can write it off as business expense! 😂 We'd take this kind of support from you over a hundred customers! We are eternally grateful for you, Phylicia! May you and your business prosper as well!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
LG
Lauren G.
They are rad
They are rad ! So helpful and nice with exchanges and love everything I ordered. Especially the ❤️ jacket !!
Response from souk + SEPIAJun 7, 2021
Hi Lauren,
What a pleasant surprise this feedback of yours is! This greatly helps us in terms of letting potential customers erase their doubts against souk + SEPIA. Thank you for purchasing the Cablong jacket! We're thrilled to see how great it looks on you, so we invite you to mention us in your Instagram post at @soukandsepia, so we can add you to our Customer Gallery! Please don't hesitate to write us in the mail should you require further assistance!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
