As a small business owner myself I’m very disappointed in the shipping time and lack of information given. Processing is one thing , but to be waiting almost 30 days for items is not what was written. You are drop shipping several of the items , which is ok , if your being completely transparent with the client.
Response from souk + SEPIAMay 11, 2021
Dear Oz,
Thank you for writing us your thoughts here in Trustpilot. We take each and every case, regardless of the rating, with utmost importance and empathetic capacity.
As an online shopper myself, I most definitely understand the stress of not knowing where your items are. We think it is only natural for a customer to worry when such cases happen.
We sincerely apologize if we haven't made it clear that some of the items we show in our site may come from China as we work with artisans from the UK, US and even in Lagos, Nigeria. It just so happens we have partner merchants from China. These information is available in the FAQs section of our website https://soukandsepia.com/a/faqs
We ask for your forgiveness this time as we only want the best of experiences for you. We have sent you a follow-up email which contains a set of solutions we have prepared for you in hopes of keeping you as a customer.
We do hope you find the time to check your inbox for an email with the subject "Trustpilot Review Follow-Up from S+S" I know we are not in the position to make promises, but please know that it will be worth your time.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
WW
Wounds W.
The good reviews are a SPAM!
The good reviews are a SPAM!! Never trust this company.
Response from souk + SEPIAJun 10, 2021
Hi there! Thank you for leaving us your review here. We would like to know the reason behind this comment of yours, though. Once we have learned the source of this sentiment, we should be able to handle your concern appropriately. Souk + SEPIA is a 100% legitimate company and our customers are real. You may check the verified order numbers attached with the reviews. I hope this helps clarify. If you have any concerns or questions for us, you may reach us at [email protected]. Hoping you and I can communicate and understand each other better.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TJ
Tia J.
I Wish I Had Read The Reviews Before I Ordered!
I really wanted to LOVE this company, with it’s beautifully photographed and curated collection clothing & accessories.
I ordered a few items over a month ago with the intention of taking them with me on a trip last week. I just received the order today. I had no idea that these items would be drop shipped directly from China, 30 days later.
Upon opening the packages, I was very disappointed with the quality of the items that I’d ordered, 2 pair of black pants were faded, & cheaply made with flimsy fabric. One of the pair of pants looked like they had been scorched by an iron around the waistband. I’ve received better quality, cheaper pricing and quicker shipping from known Chinese vendors like SHEIN, FashionNova & AliExpress. The denim jacket, that I no longer need, as it’s now 80+ degrees in Georgia, looks nothing like the photo on the website.
This stuff is overpriced junk!
I’m pissed that I did not read the reviews before I placed an order!! BEWARE!!!
Response from souk + SEPIAMay 10, 2021
You seem to be a first time customer, Tia, and it pains us to know that we couldn't give you a great memory with this experience. I have shopped online on several occasions, and I have experienced problems of this sort many times as well, so I do understand the frustrations you are feeling right now.
Sorry wouldn't cut it, but there is nothing else we want right now than to turn this experience into a memorable one in a positive way. We value the trust and respect that our customers put in the line for us and when incidents like this happen, we feel nigh good about ourselves. For this reason, we will do everything to make it better.
We have sent you an email which contains a set of solutions and some privileges we are willing to grant you. We'll do our best for you to get the longer end of the stick and promise to dedicate our talents to serve you better this time.
We are hoping you'd have the time to check out our email with the subject "Trustpilot Review Follow-Up from S+S"
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
JA
Jameka A.
Excellent Customer Service
I’m currently waiting for my order and I sent an email to inquire about it. I was connected via email with Fits. She was very helpful, informative, and kind to reassure me that my order should be to me soon.
Since I was within the 3-10 day processing timeframe, I still had to wait but my items have been shipped this morning. I look forward to being a returning customer!
Response from souk + SEPIAMay 14, 2021
Thank you for brightening our day, Jameka! You are a blessing to this world and we value your appreciation and support dearly!
We've checked your order and it looks like it's already arrived in the post office today. This means you shall be getting it tomorrow or within a few days time!
You can check the tracking link today to see the latest update! I hope this helps! We're looking forward for you to get your items because the ones you picked have gained compliments for the customers who bought it before you.
I hope the days ahead shine brighter. Together, let's manifest a brighter future! 🙏✨✨✨🙏
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
JA
Jazz
Quality
I am glad that I found a quality boutique that fits my aesthetic. It’s very refreshing. The response time was quick.
Response from souk + SEPIAMay 10, 2021
We wouldn't be where we are if it weren't for your patronage, Jazz. You are a part of the good life we're living. We are glad that you have been taken care of swiftly by our Customer Gratitude Team. ❤️
We want to thank you for finding and choosing us. I believe you and souk + SEPIA were fated to meet! ✨
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TA
Tarsha
I purchased the Bregivier jacket for…
I purchased the Bregivier jacket for myself a few months ago and I love it so much that I purchased it as a gift for a friend! I get so many compliments when I wear it! It goes with everything ❤️
Response from souk + SEPIAMay 10, 2021
Tarsha, my dear, you can never go wrong with the Bergrivier jacket! After all, it's one of our best-sellers along with the Afro Moshi sweatshirts! It feels so good that you even bought it as a gift for a friend! ❤️
You two have probably already posted in your Instagram account rocking the jackets, but in case y'all haven't, please do mention us @soukandsepia and we shall see to it that you are featured in our posts featuring our customers reppin' souk + SEPIA.
If there's something you need help with, please don't hesitate to write us at [email protected]. Here's to a prosperous relationship with you!
🥂
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
VD
Victoria D.
souk +SEPIA has the best customer…
souk +SEPIA has the best customer service I’ve ever experienced. Fits apprised me of every step of my order. Any questions I had were quickly answered and it was personal not a blanket response. I’m honored to support a collective of black owned goods. I look forward to a long standing relationship.
Response from souk + SEPIAMay 10, 2021
Hello there, Victoria! We're on top of the world with your compliments! Something about positive feedback uplifts our spirits and we truly are grateful for having an appreciative customer such as you.
Souk + SEPIA prides itself in customer service that is empathetic and "uncanned" as we'd like to put it. Our loyalty and commitment to your happiness and satisfaction is a guarantee.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
FP
Francine P.
Do yourself a favor and order elsewhere - somewhere you are familiar with
I really, really wanted to love this company being that it is Black owned and located within the US (NJ to be exact). However, I feel that claim is extremely deceptive. I placed two orders back to back, spending about $300 for an upcoming trip. First, it took almost 2-3 weeks for the first order to ship. At first glance, I saw 5-10 business days. I didn't realize this was to process. Low and behold, this is just for processing and another 5-10 BUSINESS days for shipping. This totals to almost a MONTH to receive items. I find this highly unacceptable - especially this day and age. I have never encountered such shipping delay. I understand COVID has an impact, but this shipping time was not even taking that into consideration -- so now add that ontop of things. I finally received shipping confirmation last week. Guess what? No updates. Seems package is just chilling in some unknown location. Not to mention, site offers to use Route to track package. Guess what??? Site is not compatible with Route.
Second complaint; once I received shipping confirmation I find the items are not even shipping from the US. As I state before, I was whole heartedly wanting to support an all black, LOCAL business. My items are being drop shipped from China! I feel like there are way too many hard working black artisans producing in the US that would benefit far more than some cheap, factory made items. I have purchased from black owned businesses on Etsy - hand made, quality items, and their ship time is no where near a ridiculous one month time frame.
As my frustration grew I decided to look a little deeper and find that my suspicions of poor quality items are being shipped are confirmed. Just submitted a request for my second order to be canceled. Ontop of the growing disappointments, none of my items will obviously not arrive in time for my international trip - which was the whole reason I purchased anything. From now on, I will be supporting other black owned businesses that have a quality reputation and utilize the talent we have here in the US.
Response from souk + SEPIAMay 10, 2021
Dear Francine,
Thank you for taking the time to let your sentiments be heard. We want to express our deepest regrets for leaving you this type of impression. We never meant to deceive you about being a black-owned and led business. We want to share to you that 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
We want to say sorry for we haven't been clear enough about the part that the 3 to 10 business day period is for the processing alone. This information is available on our website with in our FAQs section https://soukandsepia.com/a/faqs
As per the whereabouts of your orders, I think you need not worry as your items are already on the way and should arrive real soon. Since we want to keep your items safe, we have sent the tracking numbers via email which also includes the solutions we have offered for you.
Also, you are right about the items being shipped from China, but this isn't the case for all of the items in our site. We have partner craftsmen from China, but the same goes for the US, UK and Lagos, Nigeria to be precise.
Getting this solved is our number one priority and we literally do not want anything else but to get this fixed for you.
I hope you have the time to read our email. Please have a pleasant rest of the evening.
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
