souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAMay 25, 2021

Thank you for stepping forward and bringing this to our attention, Shakirah! We absolutely understand your feelings of frustration as we, too, have experienced something of this sort when ordering online. We do feel genuinely sorry for the inconvenience you had went through with this order. Souk + SEPIA is a marketplace of lovingly and carefully selected boutique items from around the globe. The information about the possibility of our items coming from China is available in our FAQs page (https://soukandsepia.com/a/faqs) for transparency with our customers, but I guess it may not have been transparent enough and we also would like to apologize for this. As per the items of poor quality you've received, we're happy to tell you that we grant refunds, no questions asked, for items that did not satisfy our customers. You can rest assured we will inform the suppliers responsible for the incident and will be added to the list of suppliers we will possibly be cutting off of our business. We'll send you an email where we will be asking for a list of items that you're opting to return. We shall discuss the solutions further in the email. We're looking forward to sorting things out with you! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 24, 2021

Hi Sonya, Thank you for stepping forward and bringing this to our attention. Before anything, we'd like to let you know that this type of experience is the last thing we want for a precious customer such as you are. Souk and SEPIA is a marketplace of carefully selected boutique items from across the globe including United States, United Kingdom, Tibet, Thailand, China and even in Lagos, Nigeria which means there is a possibility your orders may come from China, but this isn't always the case. We'd really love to talk to you and sort things out through the phone, but we're only reachable via email and chat for now. A phone channel is something we are currently looking at right now and setting it up takes some time. We're terribly sorry for any confusion caused. We'd like to let you know that we are indeed a black-owned business. As a matter of fact, we have been featured on The Muse as one of their 23 best loved black-owned biz: 23 Black-Owned and Black-Led Businesses We Love on The Muse https://www.themuse.com/advice/black-owned-led-businesses You can check our profile on The Muse: https://www.themuse.com/profiles/souksepia#jobs We're absolutely sorry for the bloody inconvenience this has brought upon you. Rest assured, we have brought this to our supplier's attention. Right now, we're in the process of red-tagging suppliers whose shipments are delayed. Through this process, we'll be able to weed out the suppliers we shouldn't be working with. Additionally, we have sent you an email which details some solutions we're offering just for you. We've also processed a refund for your earrings. You should receive a notification email with regards to this, and the funds will settle within 3 to 5 business days. I hope this has helped. We are hoping to give you a better overall experience and good things to remember. Looking forward to getting in touch with you in the email. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 22, 2021

Hi Denise, Thank you for leaving us your sentiments here in Trustpilot. The importance of such is something we do appreciate as this helps us reflect and become a much better company than we currently are. With regards to your order being shipped from China, we did not mean to keep this away from you. As a matter of fact, we do have this information in our FAQs page through this link https://soukandsepia.com/a/faqs. You will find that our items may come from various parts of the world including the United States, United Kingdom, Tibet, Thailand, China and Lagos in Nigeria. We know that you only meant to pay tribute to your husband's African roots by supporting a black-owned business and we're terribly sorry for causing this distrust. Since you will be moving out in less than 20 days, we have processed a full refund for your orders. We feel regretful for the lack of proper service you have been given thus far and won't stop at nothing to give you the experience you deserve. Additionally, we have sent you an email which contains solutions we are more than happy to offer. I hope you find the time to ready our email. We're looking forward to getting in touch with you there. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 24, 2021

We're absolutely gratified by your feedback for us, Lorraine! Though, we're quite regretful that we weren't able to give you the best experience possible, we're still so glad that you are an understanding individual. Our Customer Gratitude team is available 21/7 from 5 AM to 2 AM EST, Mon-Sun, with our slow times during the weekends. We normally cover return labels for our customers in case their orders are damaged. We encourage our customers to step forward and let us know if there's something wrong with their orders (i.e. damaged, doesn't fit, etc.) and issue a return label free of charge. I hope this helps explain. Should you have additional concerns or questions, please feel free to ask and reach us at [email protected] and the pleasure will be ours in assisting you. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 27, 2021

Admittedly, some of the items may arrive in conditions that are far from what is shown in the website, but we make sure to offer exchanges, free returns and compensations for the customer as we deeply care for our customers' wellbeing. We are thankful for the love you give us. Souk + SEPIA wouldn't be around if it weren't for your support and we're not just saying this! If you haven't yet posted in your IG account, you are welcome to mention us at @soukandsepia and we shall feature you in our Customer Gallery. 😊 —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 20, 2021

Hi Jennifer, We'd like to begin by saying we never meant to cause you trouble of this magnitude and we feel deeply regretful about it. Our loyalty is with our clients' satisfaction and this never ceases. In our FAQs page, you will find that some of the items may come from China (although not everything does as we work with artisans from the United States. United Kingdom, Tibet, Thailand, China and Lagos, in Nigeria.) https://soukandsepia.com/a/faqs Now, with regards to the the package being refused by the addressee as per USPS, we think this may be because we have recently moved our headquarters in New York City. When we relocated to our new headquarters in New York from our NJ office on the 5th of May, we got into an agreement with our former building manager to allow our partner couriers to drop the returns that were sent to us before we moved and one of our office staff will pick it up twice a week but for some reason, they've been refusing to accept it. We express our sincerest apologies for being one of the customers affected by this. I know you're furious with your experience so far, but we hope we can still redeem ourselves. With regards to the item you received being short of impressive quality, we have been red-tagging merchants which products have been repetitively receiving bad reviews from customers. We absolutely don't want any trouble and we will definitely use this experience to improve the quality of our service. Per your request, we have processed a refund for the three items returned. Refunds may take 3 to 5 business days depending on your financial institution. We have also responded to the email you have sent us at [email protected]. We are looking forward to a better future with you. We know this has been stressful for you, but we see this as an opportunity for growth. We have only been around for less than two years, and we are still growing dynamically. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAMay 21, 2021

We have a bottomless appreciation for people who also appreciate the good we do. If there's one thing we do pride ourselves in apart from the fashionable pieces we offer, it is our own brand of empathetic customer service which keeps our clients coming. We consider ourselves lucky to serve people like you! Thank you so much! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia