I received an email from Katey giving full details about an issue concerning my order. She was proactive and transparent about the entire situation while making sure to provide several alternatives for me to choose from. That type of customer experience is rare these days and it’s what will keep me coming back to souk+SEPIA.
Response from souk + SEPIAMay 21, 2021
We are immensely grateful for the inspiring feedback you've given us, Brittney! You have no idea how much this helps our cause as we really need it. We truly have the best customers ever! So glad Katey gave you the customer experience you deserve and took care of your queries. Souk+SEPIA always has your back!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AO
Adwoa O.
KNOCK OFF ITEMS & Long Processing
Processing took forever!! And items were very misleading! I was NOT expecting to receive KNOCK OFF Jacquemus or Cult Gaia shoes!! If that’s the type of business you guys are doing, please INDICATE that on your website or in the description. I’d rather buy the real authentic product. Will never order from this company again & will be sending back my items
Response from souk + SEPIAMay 31, 2021
Hi Adwoa,
Thank you for writing us your sentiments. Believe it or not, we do appreciate all types of feedback as it presents us an opportunity to understand each sides.
We are terribly sorry for the inconvenience this has caused. Please know that we do not wish type of experience for any of our valued clients. We have received your return has been refunded on the 25th of May, I believe, by one of our Customer Gratitude representatives, Siena.
The funds should reflect in your bank account by now as it only takes 3 to 5 business days for your bank to process the refund. As per the items being similar to the Jacquemus line of footwear, we extend our sincerest apologies.
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.
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.
I hop this helps bring clarity to the situation. If there is anything else we can do for you, please don't hesitate to write us back at [email protected]. We hope you have a lovely rest of the evening!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SH
Stacey H.
No where near what was expected...
I was so excited about ordering and anticipating the arrival of my YELLOW Torum dress....only to be disappointed in the quality of the dress and the COLOR!!! The dress was advertised as a bright yellow dress, but what I received was a brownish, mustardy dress made of poor quality with some of the stitching visible. Very disappointing for a dress priced at $120!!! It also took such a long time for the dress to arrive, I don't even want to go through the process of trying to return it. Won't buy another item until this company improves their product quality and is truthful about it's appearance.
Response from souk + SEPIAMay 18, 2021
It's a shame that we had to connect under such circumstances, Stacey. We feel rather down that we couldn't give you the best possible first-time experience with us.
We absolutely did not mean for things to head to this direction. We're willing to correct our mistakes and give back the good experience that you are owed.
This has clearly been a mishandling by our partner artisan and you can rest assured we will deal with them accordingly. Further investigation will be done to learn how the dress was made wrong.
We have prepared a set of solutions made with your happiness in mind. Please check your email's inbox as we will be emailing you shortly after this response is sent.
We look forward to bringing a smile to your face and to earn your support once more.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SG
Sonia G.
The best customer service experience
I ordered a beautiful dress months ago but because of covid I still have not received it. I used afterpay to buy the dress and was able to email the company. Not long after I received an email from Carla telling me she would look into the matter. Carla kept me abreast of everything everyday. Because of the way it was handled, I will continue to do business with Souk+Sepia. They turned a bad situation to a good a reassuring experience.
Response from souk + SEPIAJun 9, 2021
Your experience may have not been the best at first, but it keeps us smiling to know that Carla has done a splendid job assisting you with your concern, Sonia. Our customer service level is what we pride ourselves in the most. Kindness is a little rare these days and we want to be one of the places where people can find it. I hope this helps! If you need help with anything, you're always welcome to send us an email at [email protected]! We are available 21/7, with our slowest hours on the weekends. Please have a pleasant rest of the evening!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
QJ
Quantina J.
I still have not received my order
I still have not received my order. No tracking number...no confirmation...NOTHING!!! I am very upset. IF I receive my order, I will NEVER order from this company again.
The only thing I am looking for now is a standard "Sorry for the inconvenience" reply :(
Response from souk + SEPIAMay 18, 2021
Hi Quantina,
We appreciate your bringing this to our attention. We absolutely understand your frustration with how things are going so far. Having a less than impressive experience was not part of what we want for a dear customer such as you.
We value each and every one of you and would do anything to get earn your respect and support. We have investigated further on the matter and we find that your order has shipped. Due to the nature of the information, we have emailed you with further solutions to compensate for the trouble we have caused.
I hope you find the time to respond to us. See you there!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TR
Trina
Believe The Shipping Reviews
I placed my order on April 25th and still have not received it. I placed the order with hopes of wearing it to an event that has now passed. I received tracking information, but apparently my order has been sitting in Illinois for over a week now. They have officially lost my business based off of the shipping delays alone.
Response from souk + SEPIAMay 17, 2021
Hi Trina,
We receive each customer feedback with utmost care and sense of duty. We greatly appreciate statements left for us by our customers for public view as it can help us promote our brand. Disappointing you was not part of our plans 'cause we only want the best possible experience for you.
Upon checking the tracking number of your item, I see that it's already bound to arrive within today. Simply check your email as we have sent you a tracking link showing its expected delivery time.
We're absolutely sorry for spoiling your event, but we really didn't mean to cause this trouble for you. We still want to correct it and give you good moments to remember.
In the email, you will find solutions and special privileges in the hopes of redeeming ourselves and earning your support back. We are doing our best to be the best black-led business for our brothers and sisters, but sometimes it comes with a great deal of challenges. You guys don't have to pay for it, but we will make sure to make up when we screw up.
We're definitely looking forward to getting in touch with you through the email.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SA
Sade
Not Worth Your Money or Long Shipping Time
I really tried to give this company a chance, especially since they are Black owned and based out of Newark, NJ. As a South Bronx native, who currently lives in Jersey, I was really rooting for this company. Unfortunately, after my first online order experience with this company, I can no longer support them. The poor reviews are absolutely right. Despite this company being based in New Jersey, the shipping came from China and took 3 weeks from the order date to arrive to my residence. Secondly, I only ordered 3 items but two arrived. I reached out to the company to inquire about when I would receive the missing product and the email response included the following message: "I'm going to have to investigate further and check with our order fulfillment team/ and partner courier and see what we can come up with to resolve your issue." Then I kindly requested a refund and eventually was granted a refund for the item because they "received an update from our team and informed us that since your item is a customized item and will take some time to produce."
Long story short, this company ships their items from overseas and the fulfillment team is not up to par. Hopefully this company will be able to whole stock their items locally in the US to decrease shipping times and rectify issues with orders missing products. Lastly, the dress I ordered arrived in a completely different color. The stock photo from the website showed the dress in white and black, instead it arrived in a charcoal gray and black color. I didn't even bother to make a fuss about the incorrect color of the dress because I was relieved to receive a refund for the shoes that never arrived. Unfortunately, it's not worth your money or time. I have hope that this business could improve in the future and I can return as a satisfied customer. However, the 20% discount I received due to the mishap in my shipment is not worth me spending my money on another item that will arrive in a month or not at all.
Response from souk + SEPIAMay 17, 2021
Dear Sade,
Thank you for bringing this to our attention. We immensely appreciate the time you took to write these words down. We promise, all this effort wouldn't be in vain. We would like to further investigate on the matter and look into it deeper.
We have requested additional information via Trustpilot for your email and order number both so that we may have our Customer Love/QA Specialist reach out to you and help make the experience better.
With regards to our items being shipped in China, part of this is true and we do not deny this. We work with artisans from the United States, United Kingdom, Lagos in Nigeria including China.
For this reason, some of the items may come from China, but not everything comes from there as per our FAQs page at https://soukandsepia.com/a/faqs
Truly, we have disappointed you with the shipping issues and we both are hoping for the same thing. For the improvement of our courier services. But this is a part of the business we are currently trying to improve on as we have hired a consultant to help deal with betterment of the shipping time.
We have high hopes that you will reach back to us with your email and order number as we really want to get started with helping you out.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
NF
Nastasia F.
My items we received sooner than…
My items we received sooner than expected and for the one item that I ordered that became out of stock, Yhen who was my customer service contact was very communicative and answered all my questions as well as followed up with me throughout. I also received a discount for the inconvenience, to be used on my next purchase. Overall a great experience.
Response from souk + SEPIAJun 9, 2021
When things get tough for our customers, we keep it 100 and do our best to make the experience easier on you. I guess you can say it's souk + SEPIA's trademark to care for its customers like how a mother emperor penguin cares for its young. We will absolutely show your review to Yhen! This will help her boost her morale and inspire her to work better! Thank you so much, Nastasia! Please know that we're here whenever you need us! Please have pleasant rest of the evening!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
