Soft SurroundingsReviews 169

This has happened again! I ordered an item and told it will ship in a few days. Then, I begin to get emails saying shipment has been delayed. This order, I have now gotten 4 emails saying the item has been delayed. It will be almost 2 months before my item ships. I am writing this review because this happens quite often with Soft Surroundings. If they do not have the inventory, an item should not be advertised.

They have terrible customer service and shipping takes forever and they don't have correct information on their website. Don't buy from them. Clothes are cheap

I have shopped at SS since I first recieved the catalog; now the option for stores shopping is wonderful. Great quality, customer service, excellent fit and wonderful things for my home.

Purchased on Final Sale - So they switch from China made to Peru made. They are still overpriced. I like the flow and feel of the fabric of the Alora top, slipped it on and the fit is fine. THEN I did the dreaded, let me see if my bra show test, and I saw those inserts and was like wtf. I've order other tops in 1x and the arm holes were perfect. I had previously order 2x I could fit my thigh in the arm hole, I fixed those myself. I think instead of adding inserts because they are famous for making massive arm holes, maybe they should consider contacting the manufacturer. This is obviously pattern for SS. How about a normal adjustment to your arm holes. I personally think the inserts are an afterthought for poor design and make the top look tacky and sloppy, and the arm holes on the 1x are almost as big as the 2x top I previously bought. I will dry the top and see if it shrinks before I think about breaking out the sewing machine to alter another one of their tops

My last order included two expensive tops, both of which are made with poor quality fabric. The worst one has been worn three times and and has to be thrown away because the fabric has a lot of pilling. It has been laundered wrong side out on the gentle cycle and laid flat to dry.

I have been a customer for many years Ilove their clothes and sales and the outlet never had problems returning

I am a new customer of SS and will not be returning. First of all, I ordered some leggings, and they were too big. I used the pre-made label to return, which goes through the USPS, therefore, is not trackable. If it does not make it, you're out of luck getting a refund! Second, I ordered a cardigan several months ago, and I have to keep going to the website to find the status of my order and continue to see shipping updates for MONTHS! There is no communication to the customer regarding the delay in getting my merchandise. However, the person emailing me was kind has no customer service recovery efforts. Goodbye SS- I won't be ordering again!

I took advantage of their end of year sale and ordered some beauty products. Two of the items I received were used. Eye cream is more than half empty ( picture attached) the face oil was used as well but the package is black so you can't see. Very poor customer service when I called in. I will not shop again at soft surroundings again. If I ant used product I can buy it off eBay or fb market for peanuts, besides it's very unsanitary. Will definitely not shop there again. Because of very poor customer service they might not stay in business for too long. I worked retail for almost 30 years and this is unacceptable.

For the third time, an item I ordered had "delayed" shipping dates. I ordered a suede duster in September, and here it is mid- January and it hasn't shipped. I called around the 1st of January and was told it was going to ship on the 14th of January. I checked today, the 18th, and the expected ship date had moved to January 31st! My PayPal account was charged when I placed the order in September. I will attempt again tomorrow to reach someone who will cancel the order and credit my PayPal account. I would avoid doing business with this company at all costs. Nice catalog. Shady business model.

I've tried 2 items of clothing from soft surroundings website and have been underwhelmed by the products. Cheap feeling materials with misleading photos online. For reference I have also bought from retailers such as: Everlane, White House Black Market, Boden, and Adore Vert.
Customer service is horribly lacking too. First, the shipping took forever, (shipping by the way is 9.95 flat rate) I ordered the pants in November 2021 and didn't get them til January 2022. When I reached out to cancel the order due to the fact I wouldn't receive them by the time I needed them; customer service just made excuses and said 'sorry, but they couldn't cancel a processing order'. They didn't try to make things a little better. Then the return process has taken longer than 2 month to finalize and I'm charged a small additional 'handling' fee on top of the 7.95 label cost. Shady business practices. I won't be buying from them ever again.

I have only had positive experiences with Soft surroundings. I bought a beautiful comforter and pillow shams and several articles of clothing. The comforter was expensive but very well made as were the clothing. I can only say from other reviews that I read that these companies who have rude customer service reports need to get rid of the rude people. People want good customer service and the companies don't realize what a negative impact their employees are having on their businesses. But I love soft surroundings for the great quality and workmanship.

I am new to this chain, So far I ha nothing but excellent experience, from great customer service to amazing quality of products. Its so relaxing and fun to shop at their stores and the associates have been so helpful and knowledgeable. Recently the company added Free Shipping to a store near by you, which really helps. Carry on the excellent work.

I called to inquire if the items were in stock and to place catalogue order. The store associate, Jane, (Market Street, Lynnfield, MA) has written down the item numbers and promised to let me know if they have the items, then she put me on hold (~20-25 minutes) never to return. When I called back, another store associate told me that she will not be able to help me, since she was busy. Very poor service and work ethics.

Ugh, I'm done with buying anything from Soft Surroundings. I've always thought their clothes were overpriced for the quality, and it really bugs me that they charge so much for shipping. I ordered a dress from their catalog recently, it took forever to arrive because they were having supply chain problems (I understand that, because of the pandemic) but when it came, it looked nothing like the picture in the catalog. The catalog version had vibrant colors and was obviously cinched in the back to make it look more fitted on the model. When the dress arrived, the colors were drab and it hung straight down with absolutely no form at all. It was truly ugly, and in the catalog it was beautiful. So knowing full well that they would charge me shipping to mail it back, I drove almost an hour to the nearest store to return it. I just now saw my email from them stating they received my return and they DEDUCTED $10 for an IN STORE return! What the heck?! So beware, YOU are going to be charged on both ends when you buy something from this store and heaven forbid you don't like it when you get it. Oh, by the way, even if you place an order from the store (I wear petites, they don't stock them in their stores) and have it sent to your home, they still charge you for shipping. Neither Talbots nor Macy's does that. Never again will I purchase from Soft Surroundings. I've bought a number of things from them over the years and its often annoyed me that they never have sales. I've seen the very same item appear in their catalog several years in a row, I don't know if it didn't sell well or not, but it is always listed at the very same price over and over. They never lower their price on an item that didn't sell well, they just keep putting it in the next year's catalog at the same price, until I guess, they finally get rid of it. I'm done buying from them, I just hate greed.

First time I ordered was in Aug. & after completing the order I found out I had to wait 24 hrs. Before finding out that it would not ship until Dec., so I canceled. I should have learned as I ordered again & it still has not been delivered. I will never order from this store again as customer service is of no help.

This company has THE WORST CUSTOMER SERVICE. My order was missing an item and when I called customer service, they refused to help me and told him it was the carrier's fault.

I ordered a robe on June 6th, it is now July 27th, still haven't received it. It never said out of stock or on back order. It was finally shipped Lon July 19th and the tracking number is useless. When I called FedEx they said it was and has been in Hutchinson Tx for the last 5 days. They said for me to call Soft Surrounding and ask them to file a claim. I did and they told me they can't file claims til 10 days after shipping.
I would have never ordered it had I known it would take over a month + to receive it. This is the last time I will ever order any from them. Horrible customer service.

Your products are very nice... your service is horrendous! Whoever had the idea to use Fedex should be fired on the spot!

Received summer catalogue and found items I wanted to buy. The items would be ready for delivery in December 2021! This is stupid!
Why put items in a summer catalog when you know can't receive until winter!

While the staff at the Naperville, IL store are very helpful, the website and customer service are terrible. I ordered a dress last year and the delivery date was pushed out 3 times. I cancelled the order since it was a Summer dress and wouldn't arrive until late Fall. I also returned a few items because they were not at all like they appeared on line or in the catalog - cheaply made. I sent all the returns back in separate packages weeks ago and so far only one item has been credited back. Although the website states packages will arrive via FedEx, they are actually routed to the US Post Office, which takes much longer than originally stated on the website. I may buy from the store direct in the future, but will definitely NOT purchase through the website/catalog.