YA'LL, they have rebranded themselves as a company called Kelly Obi. They literally have the exact same clothes that Souk + Sepia had. I am sooooo annoyed because they truly were my favorite and tur... See more
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See what reviewers are saying
I would like to thank Aly for her quick response to a E-mail I sent in reference to confirming my refund.My order # was UJSS129193.I am so happy for Souk +Sepia professionalism and always putting ther... See more
Company replied
DO NOT PURCHASE A THING FROM THESE SCAMMERS! I would give ZERO stars if I could. This company is TRASH! I wish iInhad read the reviews beforehand. They are giving authentic black owned companies a bad... See more
I ordered a few items from souk + SEPIA and they sent half of my order quickly. The hoodie dress was excellent quality and fit beautifully. An email was sent informing me that the other items were bac... See more
Company replied
Company details
Contact info
209 W 38th St, #405, 10018, New York, United States
- gratitude@soukandsepia.com
- soukandsepia.com
2.3
Poor
775 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The customer service is excellent but…
The customer service is excellent but all the clothing runs too small.
5 April 2022
Reply from souk + SEPIA
Hello Dieftha,
Thank you for bringing your concern to our attention. We are just as disappointed as you are for the experience that you've been through. I've gone and checked your order and I see that it's a Final Sale item. This means we won't be able to process a refund as was stated in the website for Final Sale items. What we can do for you instead is process a store credit code for $25 USD for the trouble. We should be sending you the code via a follow-up email shortly after this response is sent. I hope that helps make the experience a little better. You may use the code on everything except Final Sale items as it's already heavily discounted. We hope you appreciate the gesture and give us a chance to redeem ourselves.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Sizes run extremely small poor quality…
I can’t even put the coat on over my shoulders as they are too close together as well the cut is lopsided - i couldn’t give this coat away to any of my neighbors… goes into the donate bag… won’t order from here again should have read the reviews…..
5 April 2022
Reply from souk + SEPIA
Hello Colleen,
Thank you for writing in! We're sorry for inadvertently sending you an automated review invitation when you have not even received your order yet.
Well, thankfully, I see your order has been received on the 8th of this month. Perhaps now would be the best time to let us and other customers know how you liked your item.
You are always welcome to send in a new response or simply edit the existing one! We are eager to know how you find the Usakos! You're always welcome to send us your thoughts! Wishing you a pleasant rest of the day.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
My experience with this company has been poor.
My experience with this company has been poor because of the lack of communication when it concerns delivery. Communication is necessary and important. I am disappointed in the fact that I ordered an item in January and a part of it was sent to me but the other part has yet to ship and no one will update me. I asked that they reprocess the order and still have not heard anything. I think this will be my last order. I love the product but the lack of communication is disappointing.
5 April 2022
Reply from souk + SEPIA
Hello QueAndra,
Thank you for writing in! We would like to express our deepest regrets for badly disappointing you this time. Our vision has always been to keep our customers as happy as possible. That's has been the goal ever since the establishment of the Gratitude Team. Running a business during a strange time like this was never easy. Shipping challenges are always present and it's hard to tell just when we will fall victim to such.
Upon checking, it looks like the order you were referring to was the one with Ibba women's boots. Just to clarify, there actually has been a tracking number for said item and that was sent to you. The problem was it never showed any updates and was stuck in a "Label Created" status. Usually when this happens, the item is already in transit even though there are no existing updates just yet.
Fret not as I see that the boots have been fully refunded as of April 10th. We hope you can give us another chance to redeem ourselves. This time, we will make sure your entire order arrives. We also have discounts and store credits waiting for you to redeem! We truly wish for your day to go smoothly. We pray for you and your family's safety.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
My order was place in January and it…
My order was place in January and it never arrived. Things happen. It's all in how you recover. Although, I didn't receive my merchandise, an apology and quick attentiveness to the problem was received. Carla graciously handled my issue and also apologized to me for never receiving my item. You know businesses are not perfect, things will happen and a customer will return and shop when the sales reps are kind and quickly expedite things to make the consumer as happy as much as they can inspite of the circumstances. Carla did just that. Will I return? Yes. Because they've gotten it right so many other times.
5 April 2022
Unprompted review
Reply from souk + SEPIA
Hello Kristel,
We'd like to take this chance to tell you how grateful we are for your immense capacity to empathize with issues that are nigh inevitable in a young business' run.
Wish more people were as kind as you, but then again, what makes you special is how rare your qualities are. We in the customer service industry will always appreciate compassionate customers who are willing to understand.
We hope you continue being a blessing to other people. We wish you luck in your current or future endeavors. Your business is always welcome here! 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
Good customer service
My order was not delivered and there was no explanation or update on status of delivery. I reached out to souk+SEPIA. Grace immediately followed up with an acceptable resolution. Thank you Grace for your assistance. Looking forward to my delivery!
4 April 2022
Unprompted review
Reply from souk + SEPIA
Hello, dear customer! We want you to know that we are sincerely grateful for your heartwarming review! We live to hear you sing our praises! We're so glad that your concern was taken care of with a resolution that suited your needs. Everything we do is for the satisfaction of our customers! We hope to see you again in this page soon! Wishing you a pleasant evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
souk + SEPIA… Excellent products and customer service
I ordered a few items from souk + SEPIA and they sent half of my order quickly. The hoodie dress was excellent quality and fit beautifully. An email was sent informing me that the other items were back ordered. I contacted them after a few weeks to inquire about my items and Grace responded promptly. She rectified the issue, addressed my concerns and politely assured me my items would be sent as soon as possible. Great job Grace! I definitely will be a return customer.
3 April 2022
Unprompted review
Reply from souk + SEPIA
Hello Tanea,
Thank you so much for posting a morale-boosting review for us here! We can't be any happier knowing your first experience was to be considered a beautiful memory for you and for us. It is the peak of our fulfillment when we know you are utterly satisfied with our service!
You can expect us to continue what we're doing, and we promise to keep getting better every single time. We always want to keep you happy! We hope the same positive energy you've showered us is returned by The Universe tenfold!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Tried to support a black owned…
Tried to support a black owned business. Placed order Jan 14. Still no tracking as of today, April 1. Every time I reach out, Irish from customer service tells me to be patient, promises tracking info within a few days, still nothing. When I asked for a refund, she tells me wait 24 business days! Never again doing business with these scam artists
2 April 2022
Unprompted review
Reply from souk + SEPIA
Hello Nicole,
Thank you for writing about your experience! It's quite a shame that you weren't able to leave with a wonderful experience as a first time customer.
If this brings comfort for you to know this, we are currently in the middle of overhauling our shipping and merchant partners for a quicker and smoother transaction for both customers and us, the online marketplace.
There is nothing to fret as I see that your order has already been refunded. You should already have the funds back to your card by now. It is regrettable that this incident has caused you to see us as a scam company, but we are 100% legitimate. We wouldn't be around for almost two years now if we were. It's just unfortunate that such circumstances are placed in front of us. Give us another chance and we won't let you down. We have store credits for you and discounts should you wish to try us again and give us a shot at redemption.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Love the quality and unique styles of…
Love the quality and unique styles of the clothes. Excellent customer service. Only two concerns - items are not true to size and shipping time frame is long- please consider the option to charge for express shipping.
31 March 2022
Reply from souk + SEPIA
Hi Fiona,
Thank you for writing in! Thank you for stepping forward and leaving us a fair review. We wish we could have given you an experience worthy of 5 stars, but we will always keep working to earn that!
Souk + SEPIA is in the process of overhauling its partner merchants and looking to ship up to 100% of orders from inside the US to dramatically cut shipping times and result in a better shopping experience for our dear customers.
As per the sizing, we offer returns for items that do not fit you. We also can process a refund afterwards, back to the card you paid with or in the form of store credits. All you have to do is ask and we are always ready to do it for you!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Very disappointed with this company
Very disappointed with this company. I was excited and ready to receive my order , but when I follow up about getting a tracking number I was told that my order was being processed a few times. I ordered on January 24th and it’s now late March and I still have not received a tracking number or my package. I eventually had to cancel the order because it’s ridiculous how long I had been waiting for this order. It was also a birthday gift to someone that I never received to give to that person.it’s really unfortunate that you support small businesses and they disappoint you. I strongly suggest that you do not order from this website. The product looks cool and fun but to actually receive the product especially when you never received it is horrible.
31 March 2022
Unprompted review
Reply from souk + SEPIA
Hello Julia,
Thank you for bringing your case to our attention! We definitely never meant to let you down like this and we are terribly sorry that your experience has not been the best kind or not what we would have desired for you.
Knowing that your order was meant to be a birthday gift breaks our heart that they did not receive your token of love for them. Apologizing would not right the wrongs, but we stil want you to know that we're sorry for the trouble.
We have informed our supplier of the extremely delayed shipping and we have removed them from our merchant roster. We also would like you to know that we are in the process of overhauling our system and that includes our partner boutiques. This is expected to positively affect our shipping timeframe as our aim is to ship 100% of our products from the US.
We hope to be worthy of your support in the near future! Until then, we shall wait for you to give us another shot at redemption. Wishing you luck in all of your endeavors.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Love souk + SEPIA for the unique…
Love souk + SEPIA for the unique styles, fair prices and wonderful customers service! It will always be one of my most favorite sites to shop ❤
30 March 2022
Reply from souk + SEPIA
Thank you for stepping forward and letting everyone know about your wonderful experience with us here, Monique! These are the moments we are always grateful for! Being praised by our customers is the greatest pleasure we customer service personnel can ever have! If you require assistance, please don't hesitate to write us in our Gratitude Team email!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Beautiful
I love everything that I have purchase
from Soul+Sepia ,there style and fashion of clothes are different coming from a boutique where there is just one of not many, I will always be a customer i started following this website sent follow Karen and Armani from married at first sight season 11 ❤️💯❤️🔥🔥
30 March 2022
Reply from souk + SEPIA
Hi Priscilla,
What a pleasure to be on the receiving end of your morally uplifting review! We will forever cherish these beautiful memories with you! Making sure that we maintain this type of relationship with you is something we will always be happy to work for.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Never Again.
1st Order: The first time I ordered, my pieces arrived in about 15 days. I can be sure, they shipped the pieces from their brick and mortar store. The next two times I shopped online, the shipping time was absolutely horrendous.
2nd Order: I ordered two pieces that arrived 2 months late. They also both fit absolutely horrendously. I ordered a coat in a size XXXL (triple XL) for an oversized look, and it fits like an XS (Xsmall). another skirt I bought fit like a small, when I ordered an XL. Rather than measurements, they need accurate sizing. I ordered end of November, on black Friday, and I received both items in the middle of January.
3rd Order. I only ordered again because they sent me a discount code after I received the second order 2 months late. The next item I ordered the same day (middle of January) and as of today (end of March), I have not received the item. After numerous apologies (only because I reached out to them multiple times about the status of my order) and discount codes, I still have not received my order.
This company needs to be more transparent about their shipping times, because 15 business days is just a downright lie and they know it; that is only applicable if they are shipping from their brick and mortar store in the US.
Out of the 7 items I have bought thus far, only 1 of them fits appropriately. Everything else is too small, and I am not even overweight. I highly discourage anyone from ever shopping at this business, unless they want to wait 6 months for their items to ship....Worse experience ever. Souk+Sepia is trying to be like Wish or worse....
Update: 4/6/2022 - souk and sepia decided to cancel and refund my order without informing me. Even with all of the conversation we had back and forth, they had the audacity to not even email me to let me know. I will never shop at this business again, and you shouldn’t either. Biggest mistake ever.
29 March 2022
Unprompted review
Reply from souk + SEPIA
Hello Sharon,
It's a real shame that we have to connect under such circumstances. We feel terrible for making you feel terrible as your satisfaction is what we always aim for. We would like to extend our deepest regrets for troubling you. We take your review very seriously and we think that we must be fair to you as well. We would like to properly compensate you. We shall send you a follow-up email where we can have an in-depth discussion about the compensations we can offer.
For every item you received that wasn't a fit, we will generate a gift card code which will depend on the total amount of the items. As for order number #116332, we have processed a refund for the charge. You shall receive a notification email from us regarding the refund. It should take about 3 to 5 business days for the funds to settle back to your account.
Your frustration is absolutely understood and we'll do anything we can to make this experience right. We're eager to get this sorted out with you!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Order #122689
Order #122689. This company is a fraud. I attempted to buy from a black company and was very excited. Until 3 weeks later and no correspondence about my order. I sent a message, and received a lengthy generic response about having ‘a lot of orders’. The email didn’t even have my name on it , I guess they forgot to edit the last person’s name. I hadn’t read reviews prior to buying, but wish I had. Was using items for my trip , which now I’ll have to buy something else. I was told that since my order was already processed, I wouldn’t be able to get my money back until I received the item . Then I could happily return it. Scam scam scam . I just demanded my money back . I’ll update y’all . DO NOT BUY FROM THIS COMPANY!!!
29 March 2022
Unprompted review
Reply from souk + SEPIA
Hi Verona,
Before anything else, allow us to extend our sincerest apologies for the inconvenience we have caused you. Rest assured, the representative in question shall receive a coaching session with us. We see that an apology for getting your name wrong wasn't even done, so in behalf of the rep, we would like to apologize. On the 29th of March, it looks like a refund was successfully processed. Your money could be back in your card in as soon as 3 to 5 business days. The stress we've caused you was truly unintentional. We'd like to offer you a gift card for the trouble. We will be reaching out to you in a follow-up email. We can continue to discuss about said gift card there should you be interested.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
The experience was awful
The experience was awful. I ordered a jacket in the beginning of January and continuously emailed for the status and kept getting a generic email apologizing for the delay and that they were "working endlessly" to ship the order. They also kept offering one 20% discount and when I asked to speak to a manager twice the decided to refund my money and gave up. I would NEVER order from this place or recommend the to a soul. Worst online shopping experience I've ever had.
29 March 2022
Unprompted review
Reply from souk + SEPIA
Hello Charla,
Thank you for bringing your case to our attention! We would like to express our deepest regrets for how your experience with us went.
We didn't mean to make upset you with the 20% discount offer, although in hindsight, our representative should know the proper time when to offer it, and that was clearly a bad time to do so. For that, we also would like to apologize.
Please let us do something for you this time. Just send us your email address and the order number for the purchase so we can verify the case. Once done, we'll reach out to you via email. You can respond to that request here in Trustpilot. We are looking forward to hear from you soon!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
It has worst customer service.
It has worst customer service.
I have ordered one month back and K still dint recive my order and I do not see any customer service provided.
28 March 2022
Unprompted review
Reply from souk + SEPIA
Hi Kavya,
Thank you for reaching out! We absolutely would like to send you our sincerest apologies for an experience that wasn't worth your time and resources. We are very much obliged to correct what's wrong and bring you moments which you can remember with a smile on your face.
We shall send you a follow-up email in which we will be offering you compensations for the delay. We also have processed a full refund for the charge as it has exceeded 15 business days. You will be notified via email for the refund.
We hope this helps for now! Please don't hesitate to write us a reply back in the follow-up email we will be sending. We hope you have a pleasant rest of the evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Disappointed
I purchased from Souk+Sepia because I liked a pair of sunglasses advertised in a well known fashion magazine. I didn't know this company, never heard about them before. Since it was taking too long to receive them, I asked them to cancel the order. The time they take to deliver their merchandise is too long. While I was waiting for the glasses (before canceling), I ordered 2 jackets to use a coupon a got from them due to the delay. I paid the difference but when I got these I was very dissapointed. One of them was super small. Not even my daughter who is much smaller than me could use it. It doesn't have the measurements the website shows. The other jacket color was horrible, not the color shown online. It's suppose to be hot pink and I received an ugly dark red. Horrible! I contact them immediately because it was not fair. I was aware it was a final sale but what I got was totally different from what I ordered. They were always polite when responding my emails. Fortunately, I got my money back but it was not easy. I won't order from them anymore to avoid bad experiences.
24 March 2022
Unprompted review
Reply from souk + SEPIA
Hello, Edna! We are sorry to hear about your unfortunate experience with us! It's a shame what to you and we want to correct our wrongs. To do this, we would greatly appreciate ig you'd be able to respond to our request for the order numbers in question and as well as the email address associated with each of the purchases. Once we have these, our investigation shall commence and we will provide all the necessary compensations once we have assessed the situation. We are eagerly waiting for your response. We have sent you a request via this medium, Trustpilot, and you should be notified about it via email. Wishing you pleasant rest of the evening!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
I had the pleasure of speaking with…
I had the pleasure of speaking with Yhen in regards to order. Although my order never shipped and I never received it, just based on the customer service and response time, I will definitely try to order again. I do understand that because all of the craziness going on things is a little off. Yhen was helpful, honest, understanding, and very accommodating. If anyone is in doubt about ordering, I can say, give them a try.
24 March 2022
Unprompted review
Reply from souk + SEPIA
We are lucky that you're also a believer of second chances, LaKeysha! Your understanding is very much appreciated and we hope more people have the same capacity to feel for businesses who also are dealing with a lot right now. We will always look at this moment with thankfulness. It reminds us that kindness is still winning! Yhen will be blushing when we show her this review you wrote in praise of her work! You're the best, LaKeysha! I wish you luck in all of your endeavors!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Let me first speak on the customer…
Let me first speak on the customer service!! Especially Carla, she is truly a gem!! Very genuine and her customer service is awesome. I made a purchase on two items in February not knowing they was backed ordered. After not receiving my order I reached out to customer service. Within hours Carla, reached out and was very transparent with me about my order and how long it would take for me to get it. Unfortunately I had to get a refund due to the items arriving after my event. But nonetheless all wasn’t lost. She refunded my money back and blessed me with a discount on my next order. Yes, I said next order. I’m a firm believer in second chances. And I will definitely order against with the hopes I don’t pick an out of stock/back order item. Again, thank you Carla, for all you do!!
24 March 2022
Unprompted review
Reply from souk + SEPIA
You're simply the sweetest, Stephanie! Carla is a real pro at what she does and that is evident in this review of yours! 🥰 If there's anyone who deserves a second chance, I'd go as far to say that souk + SEPIA is worth a second shot. We'll make sure to give you a more appropriate experience the second time around! A little empathy goes a long way! We pray that luck and safety surrounds you and your loved ones all the time!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Hello
Hello! My experience has been great. Although I had an issue with the shipping of my order, the customer service agent (Siena) went above and beyond to make things right. Finding a company that has exceptional merchandise with exceptional customer service creates an awesome shopping experience. I am definitely a return customer. Thank you!
23 March 2022
Unprompted review
Reply from souk + SEPIA
Hello Jacin,
This is absolutely one of the greatest feelings in life. To know that you're satisfied with us as company. It just has an uplifting effect on our spirits and urges us to do better as we desire for more such feedback! Siena is, without a doubt, a top tier Gratitude Team member with several positive reviews under her belt! We love that not only is she hardworking, but also genuinely empathetic and your review is a proof of that! Eager to see you again in our shop soon! We hope you're doing well and thriving!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Delay delay delay great customer…
Delay delay delay great customer service but excuses after excuses for delay not just weeks months delay finally got a refund
This company has to do better I am not ordering from this company anymore
21 March 2022
Unprompted review
Reply from souk + SEPIA
Hello there, Michelle! We are awfully sorry for the trouble you have gone through on our watch. We believe you should get justice and deserve a generous compensation for the unfortunate experience you've had with us. We have sent you a request via Trustpilot for your email and order number. Once we receive these two, we'll immediately send you a follow-up email. We are looking forward to hearing back from you again soon! 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
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