Soft Surroundings Reviews 345

2 fake tracking numbers (so far) for a $150 day dress, shipping not included. Been 8 days and they gave me my 3rd tracking number just now. I'd review the item but I don't have it and won't need it when it delivers as it's already late.

I ordered a dress one month ago that I wanted to wear on March 15. It has been over a month, and I have not received the dress. I need to have time to try it on, etc before March 15. I will never order again, as the shipping takes too long.

I placed an online order for soft denim jeans on 02/24/25. When I had not received my order or notification of shipment by 03/05/25 I called for an update and was told the item was on backorder and would be shipped at the end of July. I believe, when an item is not available at the time of order, the customer should be given the option to proceed with the order or cancel. This business practice is deceptive and four months is way too long to wait for a pair of jeans. Needless to say, I canceled my order.

I placed an order a month ago. When I called for a status the first time, they said that it would arrive in fulfillment and shipped out Feb 26. I checked the status online on 3/3 - it stated it was still in fulfillment. I called again and they said that it arrived in fulfillment and will be shipped out. I requested they expedite the shipping and they told me they would. When I called back for a status today (3/4), the first represented read the same 'script' about the status. I requested to speak with a manager. After waiting 30 mins, the manager 'researched it further' and said the dress wouldn't be in fulfillment until 3/7. My response was - "So you are telling me your representatives are instructed to lie?" After 'apologizing', I requested to cancel my order and refund my money. I received the email confirmation of the cancelation but I will have to confirm the refund in the next couple of days. Truly an awful experience from a customer service perspective and it sounds like that seems to be the way they do business based on the other reviews I have just now read.

Bought from them regularly many years ago, gave them a try recently, never again
Ordered two items December 2024 one was shipped straight away, the second did not arrive, they were able to constantly send me emails/texts for offers, nothing on my item
I placed 3 calls to them, was told shipping dates, nothing, in Feb 25, I cancelled the order & asked for a refund, they claimed I had not been charged for I shipped items, I had, after the customer service rep put me on hold for the second time I got my refund
Will stay with Macy’s, better quality, great clothing, they communicate & ship promptly

If I could give 0-Star rating, I would. As you read through all the other 1-Star ratings, you will see a definite theme. Products not available, no information on when they will be shipped, dates continuously being pushed out. Well, I have a couple of pending orders that I have notified SS to cancel, since it's obvious I'm never going to get them. Like so many other women who have left their reviews, I had been a SS customer for years, and loved their clothes. I asked my kids for a gift certificate from there, and that is where the problems started. Orders cancelled, items out of stock or no longer available - even though they appear in the latest catalog. It was frustrating beyond measure. And all the little messages SS posts in there responses -- "So sorry for your negative experience. We appreciate your feedback" is just BS. They really don't care. But I'm done. Didn't realize it had been purchased by Coldwater Creek, which closed its doors here a few years ago. But it's a story as old as the hills. Once the original company is sold, it gets run into the ground. I don't want to see another catalog, and I will never trust this company again.

After being a happy customer for over 10+ years, I am so disappointed to say this company has completely gone south! Although the quality of the items, (if you're lucky enough to actually receive,) is good, the getting and the customer service is terrible! I ordered about 10 items in Jan.of 25 of which I received 3. 1 had to be returned because it was only part of a set, go figure? I'm told after calling, mind you, the items will ship in a week. Ha, NOT!! No correspondence from them. After alot of checking on my part, and weeks, I learn the items are out of stock and will never be available. I keep getting new catalogs however, showing these items as new! False advertising at the least. So, stupid me orders a few more items on the 25th and now the same has happened. This time, they charged my card and will not refund because they said on the shoes for $175.00, they are already picked for me even though not shipped so no refund! The best she can do is offer free return once I recieve!!!! I asked to speak to a supervisor but she is an at home rep. I've written the cust. Service manager and now writing these reviews. Buyer Beware!

My shipping and customer service experiences were terrible. I ordered something three weeks ago, never got a shipping confirmation e-mail, and on two different occasions I called customer service asking what happened. On both occasions I was told that it was about to ship and given the ship date. The date came and went and item wasn't shipped. It's bad enough to have delayed shipping but the worst part was being LIED to. Last time I asked to speak to the customer service manager and told him about this, and what was his response? He told me that it would ship "today" and then proceeded to say that it's a shipping time window which extends into next week. I'd complained about the lies, and he proceeded to give me two contradicting answers! Won't buy from them again.

My husband or I have purchased several robes etc. from Soft Surroundings. This past holiday I made a duplicate robe purchase because I discovered the size I ordered was going to be too large. I requested a return and refund on 12/30/24, followed up on 01/22/25 and had to follow up again on 02/14/25. Each time the agent confirmed the receipt of the returned product and stated the refund would be seen in 3-5 days. I am still waiting for a refund. We will not be shopping with Soft Surroundings or their related companies in the future.

I am with the customer that wrote about
Soft Surroundings and Coldwater Creek. CC purchased Ss back at the end of 2023 I believe and since then BOTH companies have declined in quality and customer service. The majority of items seem to be on backorder which leads me to believe that they order them from their suppliers AFTER customers place an order. The last three orders I have placed within the last two months, one from Coldwater Creek and two from Soft Surroundings have all turned out to be backordered which I was NOT notified about and then the estimated ship dates were extended and they couldn't give me DEFINITE dates on when they would be shipped. The order from CC was for some heart pins and two turtlenecks which were advertised in a catalog I received at the beginning of January. I placed my order a week after receiving the catalog and two weeks after placing my order one of the tops was shipped with NO INFORMATION regarding the rest of my order. Of course they charge you for the FULL amount of the shipping that was based on the TOTAL amount of your purchase when they ship your first item(s). I called to find out what was going on with the rest of my order since no information was given only to find out the heart pins would not be shipped until AFTER Valentine's Day. So I canceled the rest of my order with CC. Previous to that order I had placed an order with SS and all three of those items had an estimated ship date that was just several days after I was looking at the site so I went ahead and ordered. Ten days later I had received NO INFORMATION regarding my order which should have been shipped and received by then only to be told there was a "new" estimated ship date that was ANOTHER weeks away. I canceled that order. Now I have placed a new order with a discount offered for the same items from SS as the previously canceled orders and am now going through another round of the items being on backorder with an estimated shipping date of today. I called today to find out if they were being shipped today and SS cannot tell me if they are being shipped today or not. Every person I have talked to in customer service is obviously in a different country and can only read back to me what I can read on my account regarding my order. The management of both CC and SS is an EPIC FAILURE!!! The quality of clothing, sizing charts are not consistent to the item shown, pertinent information on lengths of tops and inseam of pants not given, HORRIBLE CUSTOMER SERVICE and sky high shipping costs for what is being shipped. I called to get a length on a top and the inseam on tall sizes in denim jeans they so proudly advertised in an email and no one could answer those SIMPLE questions that customers need to know.

I purchased and returned an item last September. Since that time my checking account has been debited $16.99 a month for participating in their so called "rewards" program that I never signed up for. Apparently you get a free month trial when you purchase an item and then get charged a monthly fee. Buyer beware.

This company is a rip off. They gave me a 30% off code for my birthday gift, then told me the items were no longer available so they cancelled my order. then I see both items up on the website, available in my size and when I put them in my cart. amazing, they are still available. I called customer service three times, to keep my order opened and they said they had to cancel it. They said you can order them again and we will give you free shipping! they would no longer accept my birthday code of 30% off my order. Bait and switch.

I have been a devoted customer of SS and CWC for decades. I would say 50% of my closet are these 2 brands. The quality has gone down in the last few years. I have had to send several items back, and in doing so, have run into a most dishonest system. They have figured out how to make the original receipt on email disappear. They also no longer include an itemized receipt in with the items. I am not even going to allow the print catalogs in my home anymore. they will go directly in the garage garbage. I am blocking all emails. Plenty of other reputable stores and businesses I can shop at. I cannot believe they would treat such LONG time customers in this manner. RUN!!

I have been waiting for 2 months for an order of two pairs of jeans. When I checked my order status, SS said that I had received one pair of jeans. Nope, I did not. I have gotten a refund for only one pair. Be warned!

ps Yes I agree with those who wrote reviews before I did. This is indeed fraud, to charge for something that never arrived.

Sadly, my experience recently reflects the same level of disappointment as others. I have been a Soft Surroundings customer for many years and I am shocked at how rapidly they have crashed downhill. I ordered 4 items on 12/06 and had one of the worst purchasing experiences of my life. I was notified via email that two of my items had been delivered to me on 12/11. The problem was that they were, in fact, never actually delivered to me. I was told on three separate calls, approximately one week apart, to just wait another 7-10 business days and I would likely receive my items. I asked them to verify delivery and they acknowledged that they couldn't really be sure and that there is no photo verification of delivery (as you get from UPS and FedEx). Their solution was for me to continue to wait. I finally gave up and insisted on a cancellation and refund on 01/02. Giving them the benefit of the doubt, I waited and finally called again on 01/30, only to be told that "for some reason" my refund had been "processed but not authorized" and that they would expedite (ha ha) a refund, which I did finally receive after hours invested on the phone. That same day I received one of the backordered items, a pair of jeans. I have ordered the same size (M) from Soft Surrounding, same item number, several times. They literally looked like children's jeans. I have noticed a downward trend in overall quality of the numerous items that I have ordered over the past year or so, but this was the last straw. I called and said I would like to exchange them to try a large. I was stunned. I was told that returning, paying for shipping, and then re-ordering a new order (which would again include shipping) was the only option, no actual exchange. What a sad end to a previously go-to brand. I will never order again and will advise all my friends of my awful experience. A colossal waste of time, money, and energy.

Same experience as another reviewer. They promised rebate checks but then changed the rules so you can only use your "savings" to pay for future shipping charges. Rewards checks were confirmed by several customer reps over the phone. One said "the check is on the way." Then in January they said no more checks. Customer service will not help. Truly the absolute worst customer service I have ever dealt with.

Soft surroundings charged my credit card $50 for the e-gift card I ordered a couple of weeks ago and the recipient has never received it. I have made several calls but to no avail. They are committing fraud!

The recipient never received the e-gift card but they did send the e-gift card number to me which I recently used just to keep from losing my $50!
Will never be shopping with them again.

I’ve always liked Soft Surroundings for a rare dress up look that was better than Amazon/not quite as expensive as boutique.

In November, I ordered two tops online for a trip/anniversary party in December. One was canceled a few days later and the $ refunded. The second one I still don’t have (Jan 28). Additionally they are dinging me $16 a month for some membership?

My calls to customer service have resulted in transfers to another dept for the membership ding - and then no one answers.

I had been wanting a particular Queen size quilt and sham set for quite a long time. When I went to order it, they had discontinued that quilt. We took a trip to their store in Northern VA and I purchased a different quilt. It was also a quality quilt and very beautiful. I am very pleased with that quilt. But this review is not about that order where we made our purchase in a brick & mortar store. This review is about my recent experience which is generous at 1 star. When SS decided to bring back the quilt I wanted I jumped to order it. I was told it was on back order. As their products are so gorgeous, I didn't mind the wait. Just happy to finally get the quilt and shams I dreamed about. I was told the quilt and matching shams could not be shipped together at the same time. WHY? Soft Surroundings could really use a customer service team experienced in DOGE. ( I wonder if Elon is available). As they normally ship through USPS and as USPS will not deliver to my home ( since I have a PO box instead of a rural box out by the road--don't ask, another senseless over-reach), I paid an additional $29.95 for a FED EX delivery. Long story short, the delivery came almost a month early. However, although my name was on the package, it did not contain my quilt or my sham set. Instead, inside I found someone else's drapery order. I immediately contacted SS. However, they never let you connect with a manager or supervisor. Nor can you connect to a customer service in the US. I have been promised they will resend my order. I have my doubts. Why? Because first I was told I could keep--- or mail back --the order that clearly was placed by someone who is waiting for it. When I asked if they could email me a return shipping label, they did. However, I was told to write a code on the label and the story changed. Instead of an "escalated reorder" which I was first promised, they said the code would identify me and my order would be placed AFTER they received the return. Seriously? During the same call where they first told me to keep the drapes?! Something my conscience wouldn't allow me to do. I'm used to Amazon and returning things via UPS where every attempt is made to help the customer easily conduct their return, with or without a box. But as I walked to my car to drive over to UPS, I notice to my horror that this was a USPS label. So I knew this was NOT going to be easy. When I got there, I was forced to purchase a tape at $3.95 to tape the label to the package. Apparently USPS doesn't have tape! Proof that "no good turn goes unpunished!" In order to do the right thing, I had to purchase tape, drive across town and mail something off that I could have kept if I had just said OK initially. Do I feel confident that my order which I spent hundreds of dollars on, and waited months for, will ever find its way to my home? What do you think? So I'll be talking to my charge company to cancel the order if I don't get confirmation soon that it is reordered and being shipped by FedEx. I'm not paying nearly $30 in shipping for them to deliver someone else's order! Unbelievably horrible service. Unbelievably horrible management and shipping of their products. Unbelievable that you can't speak to anyone other than their phone response who are not fully skilled in English. So, if their phone response can't reach out to any supervisors, do I really trust that they have the power to reorder my $300 purchase? Or were someone else's drapes the only product I'll ever see from Soft Surroundings? Drapes that cost me time and money to return. Time will tell. So I'll be following up this review with the results. Sad when Soft Surroundings products are so fantastic. Wouldn't it pay to consider something like DOGE to restructure their internal workings? Seems like a no-brainer to me. Especially, as all their reviews love the products but give horrid reviews on the customer service. Looks like Soft Surroundings is determined to close their business. Hey, do you suppose they get a big tax right off for that? Why else are they trying so hard to drive their customers away?!!

Scam alert - upon return of an item last summer they began charging 16.99 per month on my card. BBB should be involved. Do not do business with the company. My credit card has been helping, charges are in dispute and BBB has a filing from me and others.