Being a first time customer making a decision to buy
Being a first time customer making a purchase from this brand online came with the normal concerns (will I lose money?/will the products disappoint?; etc). When a purchase I'd made became delayed, I reached out for help. I received personable and courteous help from Fits. She assessed the issue, understood my concerns and responded promptly. Once I received my order, I figured the company must have put as much effort into choosing Fits as an associate as they are selective in their collections. In the end, I was pleased with my purchase and satisfied with my Customer Gratitude Team experience. Hope you have a team full of associates like her. Thanks!
Response from souk + SEPIANov 8, 2021
Oh it seems we have quite the luck for having a positive soul as one of our customers. We love it when you approve of how we handle you, our genuinely beloved customers. We are all so thankful for the love you're showing us and there is no bigger thing you can do for a young company like ours.
We can definitely say, Fits brings us a talent that is vital to our tribe's longevity. We can credit some of this to the recruitment person who saw great potential and believed in Fits.
Every single one of our associates are just as every bit as helpful as Fits, and this we can guarantee you. Someday you may need some help again and if you do, you know you can always reach our Gratitude Team at [email protected]
We hope luck finds its way to your doorstep and bring you a thing or two smile about. May you have a pleasant rest of the evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
CK
Cynde K.
Gladys was ✨Amazing✨
Gladys was amazing helping me with my order. Gladys responded quickly when I needed to change my order details and provided top tier customer service, which can be hard to find with clothing brands sometimes. I can’t wait to get my order and thanks to Gladys, I have peace of mind that it will 🙂 Thank you for being a total gem!
Response from souk + SEPIANov 2, 2021
What an absolutely inspiring message from you, Cynde! Your review only goes to prove how far we can commit ourselves to keep you satisfied. Please do not hesitate to show the world how great your pieces look on you! If you don't mind a little spotlight, you can freely mention us in our Instagram @soukandsepia.
Gladys will certainly blush seeing your review which will only improve the quality of her work as it's sure to boost her morale. We hope to see you around the shop again soon!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
SS
Sequin S.
Customer Service
FIT IS AMAZING..Talk about impeccable customer service!
Response from souk + SEPIANov 1, 2021
Hi Sequin,
It is indeed a great pleasure to accept a review from one of our beloved customers! It's comforting to know that the fit pleases you. We are indebted to you from this excellent feedback. Should you need further assistance, you may reach us anytime at [email protected].
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
TS
Tamisha S.
The company’s customer service is top tier!
The company’s customer service is genuine, personable, and they always make you feel good about your purchase!
Response from souk + SEPIAOct 20, 2021
As a young growing company, we especially hold such praises with utmost appreciation. It builds confidence within ourselves and the work we do. It shows other potential customers what this company is capable of achieving.
Thank you for your kind words, Tamisha! You are greatly appreciated. May The Universe return the favor you have done us. Please don't hesitate to email us should you require further assistance. Wishing you a lovely rest of the evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AM
Angel M.
So far my experience has been…
So far my experience has been excellent. I wanted to check on the status of my order and I received a text back in less than 5 minutes. As I shared my order information I am sure that I was texting with a human being. Where do you find that kind of service late at night???
Response from souk + SEPIAOct 11, 2021
I guess you aren't named Angel for nothing, Angel! We're proud to say that our company values authenticity and realness. This is why we have real people interacting with our customers. Real service for real customers! We have bottomless appreciation for customers like you. Besides the free promotion we get from your positive feedback, the best thing it does for us, the whole team, is the morale boost it gives us. Thank you, Angel! I genuinely hope you claim blessings you deserve before the year ends!
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
RO
Roxane O.
Beautiful statement piece
I have been looking at this website for months. Finally i decided I wanted a statement piece to wear to a family gathering. I was blown away at how absolutely beautiful this blouse is. The lace is gorgeous, the quality is amazing. I can see myself having this in my wardrobe for years to come.
Response from souk + SEPIASep 26, 2021
Hi Roxanne,
It's so good to learn about your story of triumph by fashion! Souk + SEPIA is servin' you looks, sis! With every piece, carefully selected from boutiques we work with, you are can never go wrong with each purchase.
We can already imagine you receiving compliments here and there for the Carungay top you had purchased from us! It's our honor to be serving you for the years to come! ❤️❤️❤️
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
AV
Anne V.
High Praise for the souk+SEPIA Tribe
I cannot praise the souk + SEPIA Tribe & Team enough. I'm London/UK-based and the ordering process was super efficient with extremely fast delivery and regular emails to keep me updated. I needed some follow-up assistance and the team were awesome, especially Siena who looked after me in a warm, friendly and very productive way. Kudos all round, top customer service - I will definitely purchase again!
Response from souk + SEPIASep 26, 2021
It is a heartwarming experience to be publicly praised for something that matters most to us! Thank you for letting the world know how souk + SEPIA does business, Anne!
We take great pleasure in making sure that you all have a pleasant experience for each time you order. We dedicate every fiber of our being into the work we do to keep you happy.
There's no denying that Siena is a valuable asset to the team. To further inspire her to continue her excellence, will make sure to send your praises her way. With your continued support comes the longevity of our positions in the Tribe!
From the bottom of our hearts, we send you our warmest thanks! May the Universe grant you spiritual and financial growth. Keep spreading the positive vibrations of love! ❤️❤️❤️
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
PE
PE
Good experience but plenty of room for improvement
Update: Changing my rating to a 5 due to the thorough and awesome response from the owner/ customer service rep. I love that they are taking the feedback from their customers seriously and considering ways to improve. I really do love this online boutique and will buy from them again and often with confidence, knowing they have a solid customer support model that will help address any issues I encounter during my shopping experience with them.
Original Review:
It takes a while to get shipped (as detailed in their faq section) but I have enjoyed my experience with them so far. During my experience, I have observed three opportunities for improvement:
1) the return policy does not clearly state how much it will cost to return an item so I was unsure how much it'd cost prior to initiating the return process. But once it was initiated, the return was simple and straightforward.
2) the sizing is WAAAY off on some of their pieces. I am usually a size 6-8 and ordered the Namur (one size) thinking it would actually fit considering I'm a fairly small/medium sized woman... nope. The dress was SO TIGHT and the split was so high, my entire hip/thigh was literally out. Like underwear and side booty all the way EXPOSED. Their clothes are cute but they need to really do a quality analysis on their pieces, especially those that say "one size" and consider how they can offer more inclusive sizes and product offerings. I rarely have trouble with fit issues so I can only imagine how frustrating it is for women needing a larger size. Also, the Eohiban sweater's proportions are completely misleading on the site. Online, it is depicted as an oversized, long sweater but in real life, the sweater fits more like a button up crop sweater. Not cute 😢
3) the kabuyanda sweatsuit seems to be intentionally confusing on the website. On the site, the pictures show both the pants AND the top in multiple pictures, leading me to believe they came as a set...nope. I paid $69 for JUST THE PANTS. I really felt bamboozled. Apparently, they are separate and would have to be added to your cart separately even though they are shown as a set. I would never pay $138 for a matching sweatsuit.. especially one with the words "sorry, 30 waffles is my limit". Um whet? Lol... so strange. It could have said something like black excellence, Jesus is king...something! Do better, y'all lol!!! I don't want to walk around with anything that costs that much money, talking about how fat I am at brunch.
I believe with some additional qa (to ensure accurate sizing), more inclusive sizing, and transparency, this could be a great online boutique. I gave them 4 stars because although there were issues, the return process seems really simple, customer service was really great (I emailed and got an almost immediate response), and the pieces that did work, WEEERKED. It was only half of what I ordered because the other half had major sizing issues or weren't as I expected but I'm excited to include them in my wardrobe as staple pieces for years to come.
Response from souk + SEPIASep 23, 2021
Dear Patrice,
From the bottom of our hearts, we would like to thank you for gracing us with a feedback that's honest and with the purest of intentions. We are grateful for we consider ourselves lucky to have you as a customer.
We find ourselves nodding in agreement to the things you have pointed out. Things that we can improve on as a company to make our customers' overall experience impeccable.
To address the sizing issues, we have implemented the adding of vendors in our blacklist. Basically, when a merchant has received complaints, not just with sizing, but the overall quality of a product, we add them in the list of suppliers to be wary of doing business again in the future.
This is one way for us to make sure that we only send the best ones to you. Since we are working with merchants from across the globe, we have limited control with the quality assurance side since the merchants usually have their own quality assurance people to handle this.
We would like to apologize for the confusion regarding the Kabuyanda set. We did not intend to mislead you with the picture in the website. On the lower right part of the site when you click the Kabuyanda, you can see two circles placed beside each other. One says "Pants" and "Top" for the other. Customers are given the chance to click which one they want to order out of the two.
Despite all that, we are not taking away the fact that it can potentially be confusing to other customers as well. No worries, we shall make sure to send this information to the right people so they could help us.
Apart from that, we are very thankful for all the good things you have said about us. You have judged us fairly and we cannot ask for more. Thank you so much, Patrice! I have high hopes that you will claim more blessings this year.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: [email protected]
W: www.soukandsepia.com
IG: @soukandsepia
