Soft Surroundings Reviews 345

I will never spend another penny with this company. I have been a good customer for many years but my purchases during the past few months this year were awful. Despite ordering the same size as always before or a different size according to their published size and fit charts, my items were way too large- baggy all over and 4 inches too big in the waist measurement. I have tried communicating with customer service to get a refund or exchange, each time receiving a canned response which seems AI generated. I estimate I am out over $700 in merchandise that is worthless to me. I have unsubscribed their emails and will send future regular mail directly to the garage can. I hope this company suffers a painful death in bankruptcy.

I would give zero stars if possible. This is not the SS of yester years. I was prepared to purchase a beautiful pant set and the shipping cost was 18.00. Are you kidding me?? I connected with customer service, which could not offer an explanation as to why shipping cost has increased so. After a customer service call that lasted over 20 minutes, I cancelled my order and signed out. My days with SS are finished. I do not recommend this company

I order from them maybe once a year. This time, the jeans I ordered were the wrong size. The label was correct, but was not on the correct size jeans. I wanted to return by mail because Im not near any drop sites. The website wasnt working so I called. When I printed the label it said to drop at UPS, so I called back. The young lady kept repeating the same scripted line like she didnt understand me. Then said I couldnt mail them. I asked for a supervisor. Same conversation. Finally she said I could use the label because it is for UPS ground which is done by USPS. Ok. That settled. But, I was told I was not telling the truth about my conversation with the first person more than once by the supervisor. OMG! I just wanted my money back for their mistake. So, if you want to pay $9.95 plus sales tax for their mistake and be called a liar, this is the company for you.

UPDATE: As I thought, the post office would not use the label they gave me. The post office no longer has a contract with UPS. Their return policy is not to be believed.

I was inadvertently signed up for their loyalty program which charged me 16.99 per month. Unfortunately I did not realize the charge for several months.

Buyer beware, I must of checked a box for free shipping or 10% discount on my order. Totally unaware of the monthly charge.

This is a bad business practice and will NEVER shop there again or Cold Water Creek who now own them!

I placed an order in August 2025 for four sale items. One shipped immediately and the second shipped two weeks later. I called on the remaining two items several times and was told “they are shipping next week”. My last call I was told “congratulations, you’ve secured your order delivery for March 2026”. Incredible! How do they stay in business?

Do not do business with them. Always a frustrating experience and you may or may not receive all your ordered items.

The bottom of the Highland Tunic sweater I bought started fraying and coming apart the first day I wore it. The Neva Sequin cardigan sheds all over the first time I wore it and that continues. I used to buy all the time from Soft Surroundings and I never will again.

Ordered two items. I received one item - but it wasn't mine. The packing slip inside showed it was to go to Montana. The second item never arrived. Had a terrible time with customer service. NEVER AGAIN.

I made an online purchase from Soft Surroundings June 2024 for obe item. I rarely shop there. At check out, I said yes to "free" shipping as part of a "rewards " program. Months later I realized I was getting a $16.99 monthly recurring credit card charge,as part of the rewards program, which I never authorized.
Customer service did refund 5 months of the charges. But I am out over $150. I feel their tactics are deceptive and take advantage of customers.

First and last purchase with this company. Bought four items and paid next day shipping to receive three items and no info on the fourth. The items received are expensive but quality does not match the cost. Surprised the company is in business. Not worth the time, cost, or energy.

I ordered a product from Soft Surroundings and paid extra for 3-day shipping. The items were not even shipped out within three days, but I was not notified of that. The first time I talked to a customer service rep I was told they would refund the shipping. Nothing happened in three weeks so I called back and was told they would credit $5 for the difference in regular and 3-day shipping. (Regular shipping was $16, which I thought was high.) In the meantime, since I didn't get the item in time for the event that it was for I decided to return it, which has been a headache - I wanted to simply send it back via USPS and pay the postage myself, but their policy is to make you get a shipping label through a third party that is then deducted from the refund. . .I mailed it back a week ago and am still waiting for a credit. Unfortunately, I liked this catalog and shopped from there a lot, but will not do so in the future. Terrible customer service. I was unable to leave a review on the Soft Surrounding website - so I can't help but wonder if all of their reviews are fake.

Shipping takes FOREVER!! Truly Slow Snail Express.

I ordered a dress that was way too large and too long (really long). I wanted to exchange it for a smaller dress (same dress) but the experience was ridiculous, the amount of steps to return and different places to go through and the woman processing it hard to understand because of language difficulty. It seemed like a service unrelated to Soft Surroundings. The whole experience upsetting. The expensive dress is going to the thrift store because the process of returning it was ridiculous.

Never again! Items look better than they are. Returns are onerous; a charge for a return label and a $35 fee for restocking. What kind of BS is that?!

I don't like that I am going to pay for the return

Had 2 great experiences with them. I previously wrote a review stating I would never order from them again because I had the same problem with my first order that everyone stated in the reviews. It took forever to get my order. But, I love their clothes so I got sucked back in because of a few items that I loved. So, I gave them another try and I was pleasantly surprised!!! Most of my order was received within a week. The clothes were beautiful and the quality was very good (for the price point I think the clothing is as good as quality as you are going to get anywhere else for the prices that they charge). The orders that were backordered were noted on my order (with "ship by" dates) so I knew not to expect them right away before I ordered them. So, I ordered from them again and had the same pleasant experience! Their clothes are so pretty and decently made and shipping was absolutely not an issue these past 2 times. Maybe they listened to their customers and have changed their business model!

The vibrancy of the print pattern is beautiful. Customer service was amazing. They were slow on shipment. The address was incorrect. Soft Surroundings sent a replacement order, but did not confirm the address. Thankfully, this time some reached out to me on Facebook and got the order to me.

I thought I would try SS so I placed an order for 10 items (on August 4th, 2025). I received 1 item in about 2 weeks. It's now September 24th and my vacation is over. Every time I call they give me a future date for my items to arrive and now they tell me end of November 2025 for delivery on the other 9 items. I do not believe them. None of my items are still available on their site. I think they keep putting me off until I cancel so it does not look like they did not deliver. The delivery they claim will happen (after 4 promised delivery dates) would be almost 4 months after I ordered! I could have ordered other clothing for my vacation. I'm sorry I trusted them. They clearly do not care when you call. I think they get these calls all day long.

I have been a customer for many years. Sadly, the quality of goods and customer service continue to plummet. I will not purchase from them again. My last order was placed on August 31. I sent an email on September 13 to inquire on the status. I received a reply that it had been shipped, but when I checked it turned out that only the label had been created "Saturday September 13, 2025
7:39 PM Local time LABEL CREATED " It wasn't picked up/shipped for another few days. I was a bit irritated that the customer service rep lied to me. Tracking indicates that I will receive the package on September 23 -- more than 3 weeks after I ordered it. Then I discover that one of the two items is on backorder. God only knows when that item will arrive. UPDATE: The second item, ordered on August 31, still has not arrived (today is October 5). It has not even been shipped. I am moving to a new address and reached out to customer service to please change the address since I will have moved by the time the item gets shipped, whenver that may be. They flatly refused: "We acknowledge your request to modify your order xxxxxx. However, we regret to inform you that we are unable to make any changes to the order at this time. Our team strives to process orders promptly, and your order has already been processed, making it inaccessible for cancellation or modification." I WILL NEVER BUY FROM THIS COMPANY AGAIN.

So disappointed in Soft Surroundings. I've been a loyal customer for years and every order since they were sold to Coldwater Creek lets me down. Can't review the clothes because they never come. Multiple emails, multiple calls - no response. Hundreds of $ gone and worse than that, my favorite clothing store is no more. Do better Coldwater Creek - the whole reason you bought this company (loyal customers) is riding on it.

I’ve been a Soft Surroundings customer since their store days and always loved the brand. But my recent experience was awful. I placed an order on July 26 that stayed in “waiting to fulfill” for weeks. I tried to cancel, but customer service couldn’t clearly explain anything, and the manager simply said they had the product and would send it soon.

Right after I hung up, my order status changed to “shipped” — but USPS only had a label created, no movement. As a long-time loyal customer, I’m deeply disappointed in the poor communication, high fees, and misleading updates.