Soft Surroundings Reviews 345

I placed an order weeks ago for 2 items. The website showed a tracking number which did not work. I emailed customer service and did not receive a response. I received 1 of the 2 items and an email from customer service stating my entire order was shipped and delivered. I called customer service and was told the entire order was delivered. After arguing with the agent, I was finally told the one item not received is on backorder.

Soft Surroundings refund policy not honored, not reliable. Received item in July and immediately tried to return. Took 4 phone calls just to get a shipping label. Returned July 24 but no refund. Agents denied receiving item despite FedEx receipt. Almost 2 months and many calls later, admitted receipt and promised refund, but didn’t do so. Only provided refund after filing dispute with Credit Card company.

Today, in a second phone call to the Soft Surroundings refund line, I heard more bad news. They still have not fully processed a return from 30 days ago and might get me money in 3-5 more banking days. They are blaming "system change"; more likely, there is no cash to make the refunds or no people to work them. Then, for another return, they said they could only issue return forms by email/phone request, but there would be extensive delay in processing any new returns they receive. They are tying up hundreds of dollars right now and are unsure when I will get the refund. Lesson: Do NOT order anything from Soft Surroundings right now if you ever think you might have to return. The company has become disabled, yet I get frequent mailings from them soliciting more orders. BEWARE!

Ordered two items in mid- August. Both were terrible quality, and there was no rhyme or reason to the sizing. Returned both using the FedEx option almost immediately and am still waiting for my refund to post to my credit card. I have called several times and have been given various excuses. Will never order from them again.

I ordered from soft surroundings. A beautiful jumpsuit and have never received it. I cannot reach anyone and it has never been shipped. And I can't even get anyone to answer an email.

I'd give them a zero if I could. I got my order in a timely manner. The items were too small and I wanted to exchange for the next size up. But no. they don't do exchanges. I have to return the package and order anew. This, after they deduct over $30 from my return. I know about the $9.95 shipping. But WTH!? Not even sure what else I'm being charged for. After spending thousands of dollars at their main street stores, I WILL NOT ORDER AGAIN FROM SOFT SURROUNDINGS.

I was notified by my credit card company of potential fraudulent charges. Soft Surroundings started a recurring charge of $16.99 per month for a “Rewards” program. I never agreed to this. They have agreed to refund recent and cancel any future charges. It took 3 phone calls with credit card company as well as email and calls with Soft Surroundings staff. I have been a regular customer for more than 15 years. I have been pleased with products. This was a deceptive practice that lost them a faithful customer. So disappointed.

What used to be a legitimate company is now a total scam. Do not do business with soft surroundings. For a week I have been trying to return 2 items and it can not be done online because they are upgrading their system (so I have been told by 4 different call center people). They will email me a return label, supposedly in 24 hrs. The email never arrives and every time I call I am told the label will be emailed. It should also be noted that the customer service number they list on the order invoice is a bogus number that when answered asks
“Are you over 51 yo”. So I had to search on line for a different number. They are an illegitimate business which needs to be shut down.

In the past I trusted Soft Surroundings for quality and good customer service - However no more.

I tried to access my account last evening and it would accept my password. I requested an email to reset my password and it never came through. I tried three times to no avail. Tried again this afternoon and nothing.

Called Soft Surroundings and the first first person assured me they would send a reset email as soon as the call ended. It never happened.

Called back almost an hour later and one again explained the issue, adding that I was checking on a item on backorder.

I was told their website has just had an update. Fine - But I can't access my account and this is an issue for me.

Was finally able to create a new account with my existing email but it does not have access to all my prior and outstanding orders.

I've been a good customer of Soft Surroundings for about a decade but no more.

I understand they've closed their stores as part of the company filing bankruptcy last year and sold their online and catalog business to Coldwater Creek. They have wonderful items however a limited size range.
It's sad seeing a once wonderful and trusted business end this way.

Terrible website. Impossible to check the status of an order. Last time I’ll be ordering from this company!

I would give them 0 if I could. Cheap, super cheap products- horrible quality and even worst customer service and return policies.

Beware of their return policy! I found out the hard way. I received an irregular top where the plaid did not match in the front on either side of the buttons. I was not issued a full refund!Read all of the small print! Won’t do this again!

Recently I made a large purchase of sale items. It stated no return and final sale but I was not prepared for the horrible quality of all the items. Cheap fabrics pulling out threads, terrible fit and see through material. I reached out to the company and asked for at least an exchange of this horrible cheap items. In return they told me I’m out the money. They said I should pay closer attention to what I’m buying. How can a consumer know they are going to get horrible quality when they go through great length to cover up these things in the photos. I will never buy from them again! This is sad since they use to be a company of high standards, clearly something drastic has is happening to Soft Surroundings and they way it’s being managed now.

I sent a pair of jeans back for an exchange. I received acknowledgement of it 5 months ago. Over the course of these 5 months, I called 6 or 7 times because I didn't receive my new item. Each time I was told I'd receive my order in 5-7 days--each time for four months. I think they just say the same thing whatever the circumstances. Then I was told the item would arrive in their warehouse July 31, & my order would be expedited. Nope. I called again. The item would arrive August 9. Of course it didn't. When I called today, I was told it would arrive August 21!! I lost it. I demanded a refund. We'll see if I get it. THE WORST CUSTOMER SERVICE EXPERIENCE EVER. I'VE BOUGHT MANY ITEMS FROM THEM OVER THE YEARS. I'M DONE. THEY'VE LOST MY BUSINESS.

Placed an order, they took my payment, never shipped the items and never alerted me that the order was not fulfilled. An email stated "thank you for your purchase". Then nothing. Now I am disputing the charge.
Customer service is a joke, called them to reverse charge, they did nothing. Lip service.
Soft Surroundings has gone downhill, I will never order from them again.

Soft Surroundings has replied and requested my information to "assist " me further? Here it is:
I ordered online, paid, received a confirmation of the order. Next a thank you for your order email. Then silence. No shipping confirmation, no tracking for the next several days. Called customer service
( overseas CS ) and agent replied "your order was cancelled". Next he assured me he would send a confirmation email immediately indicating the cancellation and refund, which of course was to get me off of the phone. No such email, no further response. There you are Soft Surroundings.

Prior to my online purchase last month, I've purchased a lot of clothes from brick and mortor Soft Surroundings stores. The store in our area closed, so I purchased four items online. They promptly arrived and the quality seems the same, but two items didn't fit so I immediately obtained a return address label and shipped them back for a refund. Crickets. I never heard from the company again. No acknowledgement that my refund had been scanned into the system and no acknowledgement that they received my return a month ago. I called the company and they said it takes 3-4 weeks to issue a refund. Firstly, there's no excuse for it taking that long and secondly, it had already been 4 weeks. The person on the phone said she would put my return through shortly. I don't think they had any intention of returning my money.

Wow, am I surprised to read these reviews. I have ordered from Soft Surroundings for many years and have never been disappointed. Generally, these clothes are geared to the more matured woman. The quality has "always" been exactly as described and service has been very good. I admit I haven't ordered from them in over a year, but my closet is full, and a good 15% are from Soft Surroundings.

I don't believe this is a legit company

I ordered 2 items and never received a confirmation. I talked to customer service and they said I would receive in 5 minutes. NEVER RECEIVED IT.
I finally received my order and the dress was too big so I returned it with label they sent to me in May so I went through the return process I received a label
and returned it following the directions and never heard a thing and I just got the conconfirmation for the original sale back in May
I just spoke to someone who was not helpful at all and told me that the return had been processed on the 18 of julyand to check my bank. We'll over 2 weeks nothing. I told her I wanted a confirmation stating that. She said I would receive in 15. The only confirmation i justreceived was for sale
I would avoid this business
I will be reporting them to BBB

I have been a customer of Soft Surroundings for a number of years. I have bought many beautiful and unique pieces of clothing. However, I have noticed that in recent years:
1. Their quality in clothing has gone down.
2. Their shipping takes a very long time in comparison to other companies.
3. Their customer service is utterly deplorable.

Yet, the reason I am writing this review is because I purchased 5 items on June 26th. I received an email that indicated that my order shipped on July 1st. It is now July 17th, and still no order. I spoke with a woman by the name of Elle, who repeatedly put me on hold to tell me that the supervisor was engaged in an important phone call. However, she told me that she would rectify the problem by refunding my money. However, I wanted to know what happened to my clothing that I purchased - and why I never received it. In addition, I had a notice from UPS that stated: "Currently, we are not able to provide the tracking details. We can’t locate shipments if we haven’t received information from the shipper yet."
While on the phone with Elle (for over a half an hour), I explained that I was willing to wait for a supervisor. Each time she got back on the phone there was NO supervisor, and just the same excuse; the supervisor was engaged in a very important phone call (I guess a more important phone call than losing a customer?). Well, I decided to call back and speak with another representative - who had me on hold for 10 minutes looking for a supervisor. Finally, a supervisor by the name of Jay, who came back from the dead was able to speak with me. Again, he could not tell me what happened to my order. Yet, he was very quick to blame UPS - which he kept calling USP (I didn't have the heart to correct the man). Basically, after wasting an hour of my time blaming UPS (aka USP), and my order no where in sight (and no longer available to purchase), I was told that they would refund me my money.
If you have read this far, please... for the love of God, stay faaaaarrrrr away from this company. If you want to be lied to and sent a fictitious email that claims your items were shipped - when in fact, they were not - have fun shopping!

I just experienced THE WORST customer service EVER.
I had a two part order. Part one was returned by the company's chosen carrier, DHL, because either DHL or the company CHOSE TO CHANGE the correct address as given by me. I get packages all the time from FedEx, UPS and USPS. So part one was returned to their warehouse. I had to call their "customer service" number three times to find someone whose broken English was adequate enough to understand the problem. Btw, I heard children yelling and roosters in the background of the call. Part two of my order was delivered to another state IN THE MIDWEST. Thankfully, that person's honesty prompted her to put my order in a FedEx box and ship it to me at her own expense (my CORRECT address was on the packing slip). At NO TIME DID SOFT SURROUNDINGS TRACE THE PACKAGE OR INFORM ME OF ANYTHING. Do not order from this company. LAZY, HORRIBLE, OUTSOURCING, DISHONEST.