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.
I ordered a dress in January 2021
I ordered a dress in January 2021. It is now the end of April 2022 souk + SEPIA Helpline#Four34--322---0122
I ordered a dress in January 2021. It is now the end of April 2022 and I still have not received my dress. I was told over a month ago it was shipped and given a tracking number. The tracking number shows a label created and not shipped.i contacted the souk + SEPIA The service is very good, Super helpful and fast thank you so much.i received my refund
May 2, 2022
Unprompted review
Reply from souk + SEPIA
Good evening, Barbara! We are truly sorry to hear about your current situation. As fellow online shoppers, we are familiar of the anxiousness caused by these moments.
Feeling doubtful is only natural when these things occur, but it looks like a refund has been successfully processed per your request.
For your next order, we are confident we can do you better this time. Don't we all deserve second chances after all? Especially once our warehouses in CA and NJ are up and running, we have no doubt everyone will appreciate it!
We hope to see you around when these changes happen. This is all dedicated to The Tribe!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
The only reason why i am giving 2 stars…
The only reason why i am giving 2 stars is because they offered and refund and credit but I ordered 2 pairs of sunglasses in February . i made sure i followed their policy and now it is May . They also offered me a credit which i used but never receive the order from since March .I wished I had their instagram page and this website and saw the numerous consumers begging for their orders . Take heed and avoid !
May 1, 2022
Unprompted review
Reply from souk + SEPIA
Hi Ericca,
We greatly appreciate letting us know about how your experience has been going through. We never meant to let you down like this.
As forewarning for the upcoming delayed orders due to new Covid-19 restrictions in some of our partners in Asia. Early in January, we had conducted a mass-emailing of our customers about delays laying ahead of us. Such a notice is also present in our website's homepage.
We are doing our best for everyone which is why we are on the final stages of securing warehouses in New Jersey and California as a long-term solution for the delays. More details will be mailed to you regarding this breakthrough.
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
Really disappointing
Welp, this whole experience has been really difficult. I ordered about $220 worth of some clothes for my gf in mid Feb for Valentines day. (Looks at the current calendar)
I have been in contact with a woman named Rish, who has been very communicative patient and supportive. After a month of waiting she gave me a $250 coupon. I used it all up, and spent maybe $75 on top of that. So that is order number 2..
At sometime in mid-late March I get a package. It is one dress from the first order. One $30 final sale dress from the entire order. The rest of the clothes? Who knows. Rish could only confirm they haven't been shipped yet.
So now we are here. It is about to be May. Spent over $300, close to $600 with coupons and I have recieved one $30 dress. 😔
To Rishs credit, even though she is unable to tell me any detail about an ETA she has offered to refund me many times. But I don't want the refund. I want the clothes promised, so I can see my gf smile.
Souk and Sepia - I have avoided writing thus review. But I really want to ask - when am I getting these packages, and why on earth can you not look up internally/call your manufacturer where my order is?
April 29, 2022
Unprompted review
Reply from souk + SEPIA
Hi Freddy,
Thank you for writing in and letting us know about the issue! We have decided to take our response via email where each of us can engage and exchange without the limitations of Trustpilot.
We absolutely wish to resolve the matter and get you a win here. We understand how important it is for you to see your special one smile, and we promise to work with you to earn that smile!
We feel terribly sorry for inconveniencing you in this fashion. We hope to get a reply from you via email! Looking forward to get this resolved!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
SCAM ALERT!!!
SCAM ALERT!!!! SCAM ALERT I order a pair of $88.00 boot on January 6 it’s been 3 months no response or anything said the order shipped no tracking number … This is so sad smh 🤦
April 29, 2022
Unprompted review
Reply from souk + SEPIA
Hi Moenea,
Thank you for writing in! It is deeply saddening that events had led us to this moment. We are fully aware of how much this affects the trust you have put in us, so we promise to do you justice.
Upon checking your order we can confirm that it has already shipped out and a DHL tracking link already exists, however, it shows no further updates since March 7th. It is safe to say that it may have been lost in transit. For this reason, we offer you a full refund instead.
Thinking that we are a scam website is truly understandable considering what you have had to go through. By the way, this is the tracking link for your the boots: https://mydhl.express.dhl/us/en/tracking.html#/results?id=9284855053
We hope this helps for now. We also will send you a follow-up email where you can respond to us with your decision. 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
SCAM
SCAM. How convenient that when you call the number provided it’s a busy signal every time. I haven’t gotten an update about my order from a month ago. I paid $70 for a dress for my mother-in-law’s 50th and still nothing. I emailed them and no response. Don’t buy from this company. They also state that they don’t give refunds and that if you ship something back because it’s faulty you have to pay for the shipping and you only get store credit. Only sketchy companies do that. A store credit that you’ll never get to use because nothing will ever be delivered. Found the same dress on Amazon and it will be here tomorrow, I just ordered it today. Looks like I’ll stick to Amazon. What a disappointment.
April 27, 2022
Unprompted review
Reply from souk + SEPIA
Hi Amy,
Thank you for writing in! As far as we know, we only conduct customer service via email and chat support only. We do not have a registered phone number just yet and the reference number attached does not match the order numbers we generate for purchases.
We have sent you request for the six-digit order number or email address that is registered with the purchase. We are looking forward to hearing back from you again soon! Eager to sort this out with you.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Scammed
Ordered 2/18/22 and it is 4/18. I do not have my products. Buyer beware!!!!
April 18, 2022
Unprompted review
Reply from souk + SEPIA
Hello Tania,
Thank you for writing in! We would like to express deepest regrets for the events that took place ultimately leading to you leaving us a review.
For letting you down, we absolutely understand and think that it is only natural for you to think you have been scammed. However, this is far from the truth, and we're sorry for it appears you have missed out the shipping delay announcement emails we have sent to our customers early in January. The shipping delay notice is also visible in our website's homepage here: https://soukandsepia.com/pages/spring-cleaning
You order may take a couple weeks more before it gets delivered, but if you are done waiting, we're openly welcome and would cater to a refund request.
I have gone ahead and sent you a follow-up email to ask for your decision. We are looking forward to reach a resolution for this issue as we would no longer want even a second more of your time to be wasted.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
AVOID AT ALL COSTS!
I placed my order early February. I never received a confirmation email regarding my order and I had to follow up with the company myself. Once I received an answer I was notified that they were extremely behind. I needed the items for my birthday photoshoot in early April and felt that I had given ample time to get my order. By the middle of March there was still no order and once again I had to follow-up only to find out that my order would not be ready until the second week of April. It is now the second week of April and I am now told that my order won’t come until the second week of May. This company is grossly negligent and although they will send a long email apologizing for their inability to get orders sent on time I would highly recommend that anyone and everyone avoid them at all cost. Unless you have months to waste.
April 17, 2022
Unprompted review
Reply from souk + SEPIA
Hi Kisha,
Apologies for the myriad of disappointments you have experienced over the last couple of months. We feel terribly ashamed for letting you down on your birthday. We cannot help but feel regretful to think how perfect it would have been had you received your pieces for the birthday photoshoot.
For these shortcomings, we sincerely extend our apologies. Never once in the history of Souk + SEPIA did we wish such misfortune to fall upon our customers whom we believe deserves the best customer service this industry can offer.
If waiting no longer is an option, we can immediately process a refund for what you were charged for. In order to do this, we will be needing your order number and email address to verify the purchase. We also need it to pull up your souk + SEPIA account. We have sent you the request via 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
Carla is great
Thank you Carla for your unexpected immediate response to my request of an estimated time of arrival for my sunglasses. Great customer service!
April 16, 2022
Unprompted review
Reply from souk + SEPIA
Nothing ever beats a 5-star feedback from an organic source, Barbara! We greatly and genuinely appreciate the time you spent to write this review for us! Without a doubt, we are proud to say that Carla's one of the many gems we have here at Souk + SEPIA. She has a lot of experience in the customer service industry and it shows! Please let us know if you ever need anything else! Our doors are always open to assist you!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
AMAZING brand!! AMAZING customer service!!
I truly appreciate the personable customer service, as well as the charisma & transparency of this brand.
I placed an order back in February, and I emailed yesterday to check the status (I just wanted to make sure it hadn’t been misplaced in the mail lol). Almost immediately, Yhen, from the Customer Gratitude Team responded. She explained how the company is pressing through unexpected delays, due to the current pandemic. I appreciated her honesty, as I have experienced first-hand how challenging these unprecedented times can be in the world of business.
As a reflection of Souk and Sepia’s heartfelt customer service, she extended a discount offer and applied a partial refund right away… Something she did not have to do. I was blown away and sincerely appreciative, as again, I know how strenuous these times can be.
I look forward to continue supporting this beautiful brand!
April 15, 2022
Unprompted review
Reply from souk + SEPIA
Hi Brittney,
Your words have made our day! I guess we can imagine ourselves as plants and your praise, the sunlight, helping us photosynthesize! Yhen has consistently been effective at what she does, but we are always impressed each time we read comments commending her efforts!
We also want to extend our gratitude for your patience and display of sympathy for the struggles of organizations due to the effects of the pandemic. Such qualities are rarely seen or felt these days that we cannot help but feel thankful to be graced by it.
As amazing as you are, you deserve nothing less, Brittney! We're always here to support you just as much as you support us. We wish you luck in your endeavors and pray for the safety of the ones you hold dear.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
I never received my dress ordered January 2021
I ordered a dress in January 2021. It is now the middle of April 2022 and I still have not received my dress. I was told over a month ago it was shipped and given a tracking number. The tracking number shows a label created and not shipped. This company took my money and never provided a product. Do not waste your money!
April 15, 2022
Unprompted review
Reply from souk + SEPIA
Hello Crystal,
Thanks for leaving us a review here in Trustpilot! We appreciate the opportunity this brings to respond to your concerns. We completely understand how awful the situation has made you feel.
We understand that this has breached the trust that you have generously given us, knowing that we are a young company trying to make a name for itself and represent the Black Community.
Upon checking, we see that your order has been fully refunded per your request. We apologize for wasting your time. We never meant for things to take a bitter turn. Nonetheless, we feel relieved for finally having a resolution for your concern.
We appreciate criticism of all kinds as we can use it as effective tools for the betterment of our company. Every single cry for help is not lost on us.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Never received my order.
I placed an order March 20th and have no idea where my product is and there have been no updates. I asked for a refund with no response. I thought the business was based in New Jersey but the business name was no found in public records. I am more than disappointed with my experience.
April 13, 2022
Unprompted review
Reply from souk + SEPIA
Hello Debra,
Thank you for bringing your concern to our attention. Before anything else, we would like to apologize for the hassle we've put you through. We also would like to say sorry for any misinformation as it seems you have been misled at some point.
When the company started, we were based back in Newark, New Jersey, but Souk + SEPIA has been based in New York for over 3 months now and continues to be. However, the issue at hand is that there are still no updates for your order. We would be willing to provide a full refund for item/s. As soon as we receive your order number to verify your purchase, we shall process a refund immediately.
We are looking forward to hearing back from you again soon! We hope that you are safe and sound including your loved ones.
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
I have not received any product or any…
I have not received any product or any update since I paid.
April 12, 2022
Reply from souk + SEPIA
Hello Dee,
It is quite unfortunate that there seemed to be a delay with the shipping of your order. We apologize for the trouble we've put you through. The good news is, your order appears to have been delivered on the 16th of April, about 4 days ago.
We hope that you are now enjoying your Final Sale items as we are writing this response. We're absolutely open for constructive criticism and suggestions you may have. Please don't hesitate to write us back should you have further questions or concerns. 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
Reply from souk + SEPIA
Hello Erica,
Thanks for reaching out! We are truly sorry for keeping you waiting. We also would like to apologize as there may be some misunderstanding on the shipping part. Upon checking, I see that when your order was placed on the 26th of March.
Order processing takes about 3 to 15 business days and your feedback came in on the 13th business day from the day said order was placed. This means we are still a couple days within the processing period. On the 14th business day, your order has been delivered according to the tracking info from UPS.
This means all is well and we hope you are now enjoying your item! Please don't hesitate to write me back should you have further questions or concerns. 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
We have great deals for you always, Dani! Love you for dropping us a 5-star review right here! We appreciate the time you put into accepting this invite and leaving us a positive feedback! If you ever need anything, don't ever hesitate to write us at gratitude@soukandsepia.com! We always got your back!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Reply from souk + SEPIA
Hello Charlotte,
We appreciate your letting us know how your experience went. We would be able to process a replacement for that, however, upon checking, I see that the item was a Final Sale order. That said, we wouldn't be able to replace it as Final Sale items are highly discounted items that are unworn returns/exchanged by customers. We can send you a discount code applicable 12 times, though. If you see yourself needing it, do let us know and we will have it ready for you in no time! We hope this helps explain. We hope you and your loved ones are safe and sound. We wish you luck and peace of mind in the days that lie ahead!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Reply from souk + SEPIA
Thank you for giving us credit for the wonderful experience you've had! You are an absolutely amazing person for this and we shall take care of you and the support you have given us! We do 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
Best customer service
I had a little issue with my order and contact them,within some few hours problem was solved. They always put the customers first. I love ❤️ their clothes, very unique. Will keep shopping with you.
April 11, 2022
Unprompted review
Reply from souk + SEPIA
Greetings, Nelly! It's a real pleasure being on the receiving end of your outstanding feedback! It makes us feel proud that your concern has been taken care of in a swift manner. It serves as a proof of how topnotch our customer service truly is! When our customers are happy, we are happier! Thank you dearly for your support! We appreciate you!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
DO NOT order from this company!
DO NOT order from this company!! It's been 2 months and they still have not processed or shipped my item. You have to email them over and over and while they do respond, I'm unsure of why they don't do that in the first place to let you know about shipping delays or anything else pertaining an order that HAS ALREADY BEEN PAID FOR!!! The responses from this company for bad reviews tries to make it seem as though you aren't a good person because of your frustration in waiting and that you should just quietly wait on a product you may or may not get, because this is a small, "black owned" business. Please...the fact you are small or black owned does not absolve you of your responsibility to your customers as a business!! I will never order from this company again. One and done. Now to contact my c.c company to initiate a fraudulent claim charge, since it appears souk and sepia are going to try and keep my money and not deliver the item. After all, if this was a legitimate company, they would have already initiated a refund after 2 months or sent the product!!!
April 9, 2022
Unprompted review
Reply from souk + SEPIA
Hi Tara,
It deeply saddens us to learn of your frustrations that have accumulated due to the delayed shipping and possible miscommunication between you and our Gratitude Team.
Upon reviewing your exchange with our Gratitude Team, we have a better understanding of your situation and how these emotions came to be. We would like to express our deepest regrets for all the troubles that have come your way due to our lack of control over the shipping issues of your purchase.
We wholeheartedly agree that being a small, black led business does not give us a pass to abandon our responsibilities to our consumers. We're sorry for giving you reasons to think that we are not a real company.
But as a company that represents the black community, we swear to give you a better shopping experience should you graciously bless us with another chance to serve you right. Good news is, your refund request has been processed just a day after this feedback was submitted.
We truly hope that that resolves some of our problems. wishing you a pleasant rest of the evening and a safe rest of the week!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Horrible experience waiting two months…
Horrible experience waiting two months for items they probably were never going to ship. I also found that the items I was trying to purchase from them was also on Etsy and AliBaba. 😒🙄 This company needs to be shut down.
April 8, 2022
Unprompted review
Reply from souk + SEPIA
Hi Courtney
Thank you for writing in! We are sorry to hear about trouble you're going through. We will be working a way for you to either get the item or get your refund, either back to your card or as a store credit instead.
It`s true that you will find some of our products on other online stores and this is because as a fashion marketplace operating online, curating products involves working directly with merchants, artisans and suppliers who also happen to work with other businesses (i.e AliExpress, Shein, etc). We have no control over our partners` relationship with other businesses as we do not plan to lock them in an exclusive relationship with us so that they`re free to hustle. What we can definitely guarantee you though is that we hold them all accountable for any poor quality items they send to our customers by black listing them from our suppliers/merchant roster.
In addition, should you find these items from any one of our suppliers unsatisfactory we`ve made sure that our returns process is easy and our return portal user-friendly, so that you can send these items back and give you the resolution you prefer fast. We even just recently set up Return Bars/Kiosks near you where you can drop-off your returns where ever you are in the country!
And, yes, it`s also true that the prices of our products may be higher than those in other stores on the internet, but we can absolutely guarantee that our products offer advantages that you will not find in a cheaper alternative. As a general rule, we try to keep our prices linked to the overall experience with souk + SEPIA and this includes, but not limited to, better technology, fashion board creation, and better customer service for our tribe!
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
Great customer service
I’ve been aware of Souk & Sepia for some time and follow them on FB and Insta. I finally decided to order something during a sale back around the end of Feb 2022. I noticed the site mentioned shipping delays, which was fine because I didn’t need my items right away anyways. It’s now April abs still haven’t received a shipping update, so I reached out via email. I received a very thorough and apologetic email from Yhen who was very helpful and offered a partial refund on one of my final sale items, and a discount code for a future purchase. The response even mentioned they would prioritize my order and try to send it out sooner. So far I can only speak on the customer service side, but I’m looking forward to receiving my items.
April 8, 2022
Unprompted review
Reply from souk + SEPIA
Hello Yanna,
We're very sorry to hear about the shipping delay you've experienced. It's almost inevitable for shipping delays to occur during these strange times, but thankfully, Yhen has handled the situation with the right amount of care and attention that it deserves.
We're excited to receive your feedback on the item's side of things as receiving praise on the customer service side is one thing while receiving good feedback for our pieces is another. Please let us know if there's anything else we can do for you. Praying that you receive the items soon!
With Gratitude,
—The souk + SEPIA Customer Gratitude Team
E: gratitude@soukandsepia.com
W: www.soukandsepia.com
IG: @soukandsepia
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