souk + SEPIAReviews of soukandsepia.com

Response from souk + SEPIAApr 10, 2021

It leaves us feeling down when our customers aren't severely satisfied with their overall experience with souk + SEPIA, but it also makes the entire team want to work harder to give you a good memories with us. We are sincerely sorry for how this incident has made you feel and will definitely use this review to be a better company for you and for everyone. Shipping concerns have come to our attention not too long ago and have made us aware of how much business we're losing which is why we had just hired a consultant who will help us give our customers faster delivery and faster shipping updates alike. We are pretty optimistic about the results and cannot wait for y'all to enjoy it! —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 7, 2021

Hello, Rheena! We appreciate your taking time to leave us your thoughts about our company. We want to take this opportunity to clarify that souk + SEPIA is a marketplace of carefully curated pieces from boutiques around the globe. We work with fashion providers from the US, UK and Asia including China. Your desire to support a black-owned business speaks of the kindness you have in your heart and we really do appreciate it wholeheartedly. If there was ever a lack in our part to inform our customers where the items may possibly come from, we truly apologize. Cutting our shipping time has been one of the things we have been looking into and we currently are in the works of finding a way to improve our shipping system with the help of the consultant we recently hired. We want to let you know that we care about what you think of us as a company, but we care more for your satisfaction more than anything else. We do offer free returns via our Returns Center accessible through this link https://soukandsepia.returnscenter.com/. We have requested for your information here in TrustPilot, but you can also send us an email at [email protected] to reach our Customer Gratitude Team for better assistance. We hope you can send us a message or respond to our email so we can see how to help you best. 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

Response from souk + SEPIAApr 2, 2021

Hello there! We appreciate your leaving a review for us. Everything people have to say about us, be it positive or negative, means a lot for the entire souk + SEPIA team, so we're immensely thankful for this opportunity to interact with you. We're sorry for potentially making you feel cheated, but we would like to clarify that we are a 100% black-owned business based in Newark, NJ. It is true that our products come from China, but only some of them. Souk + SEPIA is a marketplace of lovingly curated items. We work with artisans around the globe particularly in the US, UK, Thailand, Tibet, China, and India to name a few and we ship directly from our warehouses where they're located. Your order just so happened to come from a merchant in China, but we can absolutely assure you that we only work with professionals who provide us with pieces of great quality. We truly do not intend to jeopardize our credibility just to lead people into buying poor quality items. When your orders arrive and you decide that it is of substandard quality, we have a relatively easy returns process and we will refund you without question as this is our policy. Lastly, we would like to apologize for the flood of texts. We would like to get more details about you such as your email or order number so we can opt you out of the texts. I hope this helps explain. You can reach our Customer Gratitude Team through email at [email protected]. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 2, 2021

Greetings, Crystal! Thank you for sharing your sentiments here. We are sincerely sorry for your unsatisfactory experience. We do place refunds for items that is not of acceptable quality or material for you and I see we had refunded the items mentioned in the review. We're just really sorry for the inconvenience this has caused you. I hope you can give us a chance and reconsider as we have added more items that may be to your liking in our website https://soukandsepia.com/collections/new-arrivals We hope you're having a pleasant day right now! Should you require any kind of assistance, please email us at [email protected] —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAApr 2, 2021

We do try our best to ship out the items as quickly as possible, but doing so is a challenge during a global pandemic which requires factories and courier companies to comply to COVID-19 prevention guidelines that includes reduction of maximum employees within a facility. Of course this doesn't take away the fact that we feel sorry for your experience, Vivian. We truly care about how you feel and want nothing but a wonderful experience for you. As I was checking your order, I see that this replacement began processing on the 18th of March. Our order processing takes about 3 to 10 business days which means we are still within the timeframe. We can assure you that there are no delays in the processing. In fact, your order already has a tracking number and is expected to arrive by April 5th according to this link https://tools.usps.com/go/TrackConfirmAction?tRef=fullpage&tLc=2&text28777=&tLabels=9205590256037639934276%2C&tABt=false We hope you find comfort in knowing that your order will be arriving soon! I hope this helps! Please don't hesitate to write us back should you have further questions or concerns. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAFeb 26, 2021

Hello, Kirsten! It is absolutely regrettable to hear about your experience. Such a thing isn't what we want for you as we truly work to get good reviews from our dear customers. This doesn't mean we aren't thankful for your feedback, though. We welcome every feedback we get for it plays a huge part in our evolution in becoming a better company for you. While we really try our best to provide high-quality, affordable pieces, manufacturing defects may occur and we do sincerely ask for your forgiveness for being on the receiving end of this. There is nothing we want more than to make things right for you. For cases like yours, it is customary for us to offer a free return via our Returns Center. It was indicated in our website's official product details for the Concordia that the lining material is PU or polyurethane leather. We tried to look you up in our system, but we couldn't find a purchase under your name. Kindly send us an email at [email protected] and one of our Customer Gratitude Team members shall immediately provide you assistance. We're looking forward to resolving this with you. —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia

Response from souk + SEPIAFeb 18, 2021

Hello, Tealia! It is with great pleasure that we receive your statements, be it good or bad. Before anything else, we sincerely apologize for the trouble this has caused you. We can assure you that this is something we do not want for you to experience with us. Souk+SEPIA is a marketplace for gently and lovingly curated, highly-fashionable products which we get and ship straight from where our partner merchants and artisans are located which means its availability may vary from time to time. We understand how frustrating this could be and we do not take this against you. Down below, we have our customer service email which you can write to for further assistance. We have a highly competent team of Customer Care Specialists ready to serve and help you with your concern right now. Hope this clears things up. Again, we're terribly sorry for the confusion. If this raises any further questions on your side, you may reach us anytime at [email protected]. Again, thanks for your feedback. 🙏 —The souk + SEPIA Customer Gratitude Team E: [email protected] W: www.soukandsepia.com IG: @soukandsepia