souk + SEPIA Reviews 775

Reply from souk + SEPIA

Feb 28, 2022

Hello Paulette,

Before anything else, please allow us to express our sincerest regrets for this rather unforeseen, yet unfortunate experience with us. Knowing more about the issue is imperative here, which is why we humbly ask for your order number and email address for us to conduct our own investigation on this case. Through this, we'd also be able to verify if the refund has been processed or not. You may send us your order number and email address by responding to our request here in Trustpilot who will be sending you the notification. We are looking forward to resolve this for you as quickly as possible. We need your help in doing so. May you have a pleasant rest of the day.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 28, 2022

Hi Anjanette,

It's a shame that a circumstance of this sort had to emerge just to bring us together. We express our deepest regrets for the troubles you have experienced because of this incident. We also would like to apologize for making you feel neglected and ignored. We never meant to stir such emotions and we take full responsibility.

Not to worry, as per your request, we have processed a full refund for your order. You should receive a notification pertaining to said refund and it should settle within 3 to 5 business days.

Please do not hesitate to write us back in the email should you need help with anything else. Wishing you a pleasant rest of the evening!


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 27, 2022

Hi Yolunder,

Thank you for writing in about your situation. To know of your struggles is just as frustrating to us as it is to you. Everything pleasant is all we wish for you to experience, therefore this news comes as a disappointment on our side.

Luckily, on the very same day your refund request was received, the refund had been processed. One thing we do know about fraud companies is they will never give their customer's money back on the same day they requested for it, but we did it for you with no questions asked. Events may not have turned out as anticipated, but we still hope you can give us a chance one day.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 23, 2022

Hi Latoya,

Thank you for bringing this to our attention. We would like to sincerely apologize for the unexpected delay of the second part of your order. It's absolutely the opposite of what we yearn for our customers to experience.

Thankfully, the second part of your order has been refunded right away, per your request. Despite starting out on the wrong foot, we want you to know we're grateful for your having enough heart to admit that our clothes are cute. May you have a pleasant rest of your evening!


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 22, 2022

Hi Van,

We dearly appreciate your business! We gotta say, Yhen has been quite popular with our customers for her high quality customer service. We genuinely care for our customers' satisfaction, and will go far to please you. We absolutely love serving you and hearing positive feedback from you! You deserve discounts for introducing us to your friends!

If you're satisfied with the orders you've made so far, just wait until you actually receive them! You'll surely love us forever! 🥰🥰🥰

Please don't hesitate to write us when you need any kind of assistance. It's always a pleasure to serve you!


With Gratitude,

—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 22, 2022

Hi KJ,

Thank you for writing in! We are terribly sorry for any inconvenience we have caused you. I hope you take a little comfort in knowing that we are serious in finding a solution for your troubles.

We have sent you a request here on Trustpilot with the intention of obtaining your email address or at least your order number so we can check your order details and provide the necessary solutions for you.

Please don't hesitate to hand it out to us as those information is crucial to the resolution of this case. We are looking forward to hearing back from you, KJ! Wishing you a pleasant rest of the evening!


With Gratitude,

—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 22, 2022

What breath of fresh air this is, Sheerah! For taking the time to share your wonderful experience with everyone, we want to thank you from the bottom of our hearts! Bless your sweet soul, Sheerah! It means a whole awful lot to everyone who is a part of the Souk + SEPIA tribe! Glad that Fits came to your rescue and sorted the address update for your order. You can count on him anytime! Thank you for being sensitive to his genuine concern for you. Being on the receiving end of positive feedback like this is one of the best parts of this job. Should you find yourself in need of help, please feel free to reach us anytime! You may even request for Fits if you wish to be assisted by him. We hope your day is great and your luck greater!


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 22, 2022

Hi Korine,
We dearly thank you for sharing your experience, although it hasn't been the best kind. As someone who also shops online, we understand how frustrating it feels to have to wait too long for an order that's already paid for so we sincerely apologize to you for the trouble.

As much as we'd love your orders to be in tip top condition, some manufacturing defects are beyond our control. Not to worry, the merchant who was responsible for sending it will be added to our list of vendors to be reassessed in our merchant roster.

We never meant to make you feel bad, Korine. Even though the outcome wasn't as expected, we take comfort in the fact that your concern was promptly addressed and that your refund was processed right away. Hoping all is well with you and as well as your loved ones.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 21, 2022

Hi Yolonda,

Thank you for writing in! We would like to apologize formally and sincerely for any inconvenience caused. I'm sure your friend would have loved it too had she received your gift. We will do everything we can to help you express your appreciation towards this friend of yours.

We do not want to cause any trouble to you we promise to take full responsibility for this. Having your email and order number attached to this review would have been really helpful as we can check your order in our records and initiate an investigation from there.

Allow us to help you by responding to our request for said information here on Trustpilot. Your cooperation would be greatly appreciated.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 21, 2022

Hi Keisha,

Thank you for writing in for the second time. It's a damn shame we couldn't give you an outstanding experience because we really do believe we owe it to you and every customer of ours.

We can't express our regrets enough that you received your item and it looked nothing like what was shown in our website. As an online marketplace for curated boutique items, we have limited control on what our partners send out to our customers. As a countermeasure to this, we do offer an easy returns process so you can get your money back as quickly as possible.

No need to worry as I see your order was already fully refunded by us. We also want to make it clear that our founder is no way near a fraud or a scammer if you will. She is 100% legitimate and you may check her personal website here: https://www.kneela.love/ We are sorry for wasting your time, but this was never in our intention to do so.

Wishing you peace and prosperity for the rest of this year.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 17, 2022

Hi Mary Jane,

Thank you for the elaborate explanation of how your experience with us went. Honesty is always the best policy and we know for a fact that we never would lie to our customers. We would like to express our deepest regrets for leading you to think this way.

We have went over your exchange with our Gratitude Team member, Fits and we'd like to sincerely apologize for the misunderstanding. You can rest assured he will be properly coached regarding the appropriate actions to do in situations like this one.

You absolutely have the right to feel how you feel, and say what you want to say. We take full responsibility for this incident. Offering you a store credit when you haven't even received your first order yet was quite insensitive, I would dare say. For this reason, we want to extend our sincerest apologies.

We can offer you a full refund instead should you wish to turn away and move on, but if you're still willing to wait for your items, we can instead refund 30% of the total paid amount. In a follow-up email, we will bring up this offer and see how you wish to proceed. We want nothing else in this world but to do you at least one right by you. Whichever way you want to do it, we shall gladly assist you throughout.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 16, 2022

Hello Jenn,

We greatly appreciate your honesty and concern for us. It deeply saddens us that your experience had been rather poor and if we could turn back time to start over, we would in a heartbeat.

We want to say sorry for leaving a negative impression on you. To ask you for a chance is too much, but we're confident that we can give you a better experience should you change your mind about us.

Digging deeper into this issue, we have determined the problem at hand. The merchant responsible for your order had ran out of stock of the piece you had selected and had informed us a tad too late. For this reason, we have fully refunded your order.

Removing them from our merchant roster would be beneficial for us and you, the customers, so we have added them to our list of vendors to avoid doing business with in the future. We also would like to add that the people behind our IG and the people sending emails are completely separate from each other. I hope this helps clarify. Please don't hesitate to write us should you require further assistance. Wishing you blessings and resilience!


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 16, 2022

Hi Jill,

Knowing how awful your experience with us had been so far, it's hard not to lose face. We would like to express our regrets for the series of disappointing events we have unintentionally caused you. It's sad that we started out on the wrong foot, but know that we would never want to lose your trust like this.

We had tried to look up your interactions with us in our email customer care channel, but we could not find any when we looked up your listed email address and order number in our Customer Gratitude email's inbox.

Although the experience wasn't necessarily impressive, we want to say thank you for leaving us something to remind us that we are still a ways to go as a company. Each time you report these incidents, it brings us a little closer to becoming a decent company for you.

Sizing issues have been brought to our attention and we understand it's imperative to be spot on in terms of sizing, so we want to sincerely apologize for that as well. Manufacturing inaccuracies are beyond our control and this may have been one of those cases.

Not to worry, we have at least refunded your order back in the 10th of this month, and you should be able to find your money back in the card you had originally used to purchase. Glad that the return process ran smoothly, though. Once more, we want to extend our sincerest apologies for this mess. I know it's too much to ask, but we hope you can give us a chance to redeem ourselves soon if not right now. May you find yourself blessed and safe.


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 16, 2022

Hi Jennifer,

Thank you for sharing your story here and bringing this to our attention. We bow our heads in sincere apologies to you. This is never the kind of experience we want for you. We hate to be the bearer of bad news, but the reason your order from December 27th still has not shipped is because our partner had ran out of stock for the Ruiru skirt and that is the reason why there is no shipping update. To tell you the truth, we've had a list of customers whose orders had ran out of stock. We send them follow-up emails to give them options for an exchange or a full refund. Of course, we also offer compensatory discounts or store credits for the trouble we've caused. We are a relatively small company compared to Shein, and they're already established themselves way before Souk + SEPIA has even been conceived. They have a bigger team and they produce their own clothing which makes it relatively faster, while we are an online marketplace for curated boutique items from around the globe. Fret not, we will send you a follow-up email where we can discuss about the proper resolution for you. As for the sunglasses you've ordered on the 3rd of February, please know that we are still within the processing stage for the items. Today marks its 8th business day in the processing stage and it may take up to 15 business days, so we're basically halfway there. I hope this information helps! Please don't hesitate to write us should you have further questions or concerns. Wishing you a lovely rest of the evening!


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 15, 2022

Greetings, Amber! Thank you for voicing out your opinions and giving us your suggestions. Admittedly, our shipping timeframe is an element we would like to polish. We have been working on it for the past few months to offer you an improved service which you all rightfully deserve. If you are read this, I just want to let you know that we have photos of our customers wearing our unique, stylish pieces on Instagram here: https://soukandsepia.com/pages/show-your-style

This is our "Shop Instagram" section found in the website. In case you change your mind about us, we encourage you to check it out so you'd at least have an idea of how our pieces look worn by real people.

I hope these information helps. Don't ever hesitate to reach out when you need us. We're at your disposal! May you have a pleasant evening!

With Gratitude,

—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 15, 2022

Hello Tahira,

Thank you for writing about your concerns here. We shall take this chance to extend our sincerest apologies for the unpleasant experience. For our customers, we only desire nothing but the best of memories each time they order from us, and this honestly saddens us.

Please forgive us for taking time to resolve this issue, but it seems there is nothing to worry about as your order has already been refunded on the very same day this review was posted. Upon checking, I see it was refunded on February 6th. This means you should have your money by now as it only takes 3 to 5 business days for funds to settle back. We hope that this at least has been satisfying to you as we know we owe it to you.

Should you require anything else, please do not hesitate to write us and it will be a pleasure to help!


With Gratitude,

—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 15, 2022

Hello Dawn,

Thank you for stepping forward and sharing your experience with us. You're doing us a huge favor by doing so, and that's because this helps mold us into a better business overall for you. A shame, no other two words can describe this incident better. For that, we want to ask for your forgiveness.

Still, thank you for showing the capacity to be considerate, Dawn. Yhen would be over the clouds with your praises. We do hope that one day you can give us a chance to bring you the kind of experience you deserve.

Maybe not now, but soon, when you are ready to entrust us with your time and hopes. Wishing you a pleasant rest of the evening.


With Gratitude,

—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Updated Feb 10, 2022

Hi Onaney,

We're truly mortified by the troubles you've gone through throughout your experience with us here at souk + SEPIA. If we could do things differently, we'd never put you in that situation and would absolutely spare you the trouble. Having customers inconvenienced, we are aware, is a massive taint on our brand reputation as bad reviews will surely follow a bad experience, and we don't want that at all. We wish the world of online marketplaces such as souk+SEPIA is one devoid of issues on production and shipping delays but it isn't and however much we try to deviate or mitigate these issues there are just some factors that are beyond our wicked best's power to skirt. In our case, since the beginning of December, the onset of the new Covid-19 restrictions outside the US due to the new strain (Omicron) has tied a number of our partner suppliers' hands from doing the logistics and fulfilling our orders. However, we're monitoring them on a daily basis to make sure that we're available to assist them in any way we can for the orders to get to everyone. Most items in our inventory have been produced by boutiques around the globe. Some are ready-made and some are to be made upon order (such as our boots and other shoes).

We really are on the beam that waiting too long really sucks which is why we absolutely understand the frustration. We're truly sorry that you've been affected by all this badly, Onaney.

With regards to our Customer Gratitude team's replies, in order not to keep customers waiting too long for a reply for their concerns, we do keep a list of ready replies. However, we only use such ready answers when there is a need for urgency in responding to multiple customers and there happen to be only a few CG Reps available. We totally understand how canned replies make us all feel on the receiving end of insincerity, hence we want to guarantee you that eloquence and empathy is highly encouraged within our Customer Gratitude Team and we always emphasize the importance of writing replies that aren't trite sounding, to cliche, tone-deaf and insincere. We're awfully sorry we made you feel that way. We'll make sure each of the following personnel is reminded of this and goes through a coaching session with our Customer Experience QA Specialist followed by a 2-week performance monitoring.

As for the deletion of negative reviews on any of our Social Media pages, we have no control over any of these but the Social Media platforms themselves. And even if we'd have the ability to delete bad reviews from our pages, both IG & Facebook, where we're very active, have a set of rigid restrictions on these things. One of these is that they'd automatically disable our ability to sell and advertise on their platforms should a steady stream of negative reviews of the same issue be detected and read by their bots and algorithms. The same is the case here on TrustPilot. There is no way for us to be able to delete or flag reviewers on a whim. We really hope this had clarified things.

We seriously would like to work with you to resolve the issue - in this light, our Customer Love Specialist, his name is Ferdinand, will personally get in touch with you within the next 2-3 business days to offer you a resolution and process it accordingly and promptly.

Massive thanks to your forthrightness on your feedback, Onaney. Believe it or not, we're immensely grateful for it because souk + SEPIA trusts that more than just understanding the level of the fashionable items needs our customers would love - understanding their hopes, fears, frustrations, needs, and desires in terms of overall brand experience is crucial to our success. It's customers with your kind of candor who'd help us get to that level of success. Thank you so muchly.

With Gratitude,
Kooks dL.
souk + SEPIA | Customer Experience Manager
www.soukandsepia.com

Reply from souk + SEPIA

Feb 10, 2022

Hello, Tanya! We're genuinely grateful for the review you had left for us. This helps lift up our morale and keep doing better. Absolutely glad you found the sizing perfect, and the quality better! Whatever your experience, be it good or bad, please don't hesitate to leave us your thoughts here. We'll appreciate it big time!

—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia

Reply from souk + SEPIA

Feb 8, 2022

Hello Quia,

Regrettable is the word which best describes the situation you had endured. We apologize for the delays in the shipping. These past two months had been quite a bumpy ride for us all, yet we shall continue to pursue excellence in the name of customer satisfaction.

The delay was caused by a rise in demand by about 80% of our items from November to December of 2021 causing production delays here and there. Luckily, things have toned down and are under control.

This incident has been truly unfortunate, but we shall serve you justice. In fact we have good news for you. It looks like your order is bound to be delivered tomorrow as per the tracking link. A copy of which will be sent to you via email shortly after this response is posted.

On top of that, we would genuinely fancy a chance to do you right this time. We will be offering you a set of compensations which you may freely choose from.

We hope to hear back from you soon! Thank you for taking the time to read our reply. Have a pleasant evening!


With Gratitude,


—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia