Soft SurroundingsReviews 169

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.

I ordered a pair of earrings from this company and they shipped them in a thin, plastic envelope with no padding. Predictably, the earrings arrived damaged. Both of them were bent. I emailed them stating that I would be returning them because they are damaged and that I did not want to pay a return processing fee. When I returned them they refunded me the purchase price... minus a return processing fee that was actually HIGHER than what they state on their website. This was a small purchase so the return processing fee was almost 50% of the purchase price! DO NOT BUY from this company. They will send you shoddy product, poorly packaged and if you try to send it back they will charge you for avoidable damage. They are trying to make money from thin air.

Made a purchase for which I paid in full. Following this purchase they billed my credit card $18.33 monthly for seven months. I didn't realize it until after seven months had passed. They told me I was signed up for their rewards program, which I had not, and there is no record of such on my account, and the amount for their rewards program is $16.99 monthly, not $18.33. They would not reimburse me and just repeated, as if from a script, that I was signed up for their rewards program. I called back three times and was told the same exact thing by three different people. Apparently they are in the business of stealing from their customers. This company use to be decent, but they have changed dramatically from years ago. BUYER BE WARE!

Nice clothes in a nice catalogue or website, with reasonable prices, then at checkout, a weird rewards program keeps popping up, but it's a fraud. It seems they are willing to say anything to get you to click on the rewards program. And, not only will you not get the bargain/cash offered, but they start taking $17/month from your card, and they make it very hard to cancel the reward program. They appear to be counting on the fact that 50% of people fail to cancel rewards programs.

I purchased a dress for a wedding with free shipping. The dress wasn't true to size and hung terribly on the right side. I started the return process and couldn't understand the woman on the other end of the phone. Every other word was cut off so I just hung up and called back. I decided to reorder in a larger size. When I tried it on it still hung terribly on the right side, the sleeves were cut wrong and hung down from my armpits a good 4 inches! I don't know what standards they are using for sizing but they aren't correct for petite women! I'd have to have either very fat arms or very big muscles for those sleeves to fit!

Was hired by the their display group a few years ago - back when they were a strong business. Danny B and specially Mindy G who ran the display group were both unprofessional and basically full of themselves. Store associates were frightened of these two, specially Mindy G - with her evil eye stares. They stole ideas and yelled at me in a conference room when confronted - stated that if I didn't like it, there would be many who would be glad to take my place. Not surprised that both lost their jobs and now the store is out of business and I'm still running mine.

So, I ordered a top at a wonderful sale price however I never received it at SS claimed there was a stock issue so cancelled my order. I went on the website and sure enough the item was available. I then called and asked if they would reinstate my order. They said no. I asked if size were the issue I would accept a smaller size. Again no! I was hung up on. I called again and spoke with a gentleman who worked with me and said he would change the size and I would receive a confirmation email. That never happened either. I sent another email last night and again today, I am told to place a new order. Shame on Soft Surroundings. Do they not realize that they are not the only manufacturers of like product!

Soft Surrounding had a sale that when I clicked on the "WearNow30" "ShopNow" box I found the item right next to the sale box. I could not get it to go through on the purchase page so I called and spoke to Michelle and then her Supervisor, Jodie, and was told I could not get the plaid tunic for the 30% additional though the sale box was set right next to the item on the page. I was told it wasn't included in the sale though it came up when the shop now was clicked and NOWHERE DID IT SAY "up to 30%" or "limited items included" or under the item "not included in the sale". Nowhere! I explained this was false advertising and they did not budge. I've been a customer of Soft Surroundings for some time but no more. In fact, I ordered 2 of the tunics at Christmas and planned to order another but they just lost at least once customer and i will share with others my experience and advice.

I ordered something to wear at the holidays on November 4th. I needed it by 12/15. The item was on backorder but could have gotten here on time except that they were dishonest about the shipping information. They said that it shipped on the 11th with 3-5 day shipping (I think it should have been overnight shipping based on the backorder) The truth, according to FedEx is that it did not ship until the 14th and will not arrive until the 18th. Really bad customer service. Will throw their catalogs in the trash going forward.

Worse company I ever dealt with on how long it takes to get ur credit when u need to return an item.

Ordered wrong size and tried to exchange but it wasn't available so had to return. Once returned my credit was $20 less, because they charged me for shipping. It's a racket!

I love Soft Surrounding merchandise. I have shopped there almost exclusively for several years.
I will not be shopping there in the future as they go entirely to mail order - the absolute weakest part of their business. I have tried to order items on line to be mailed to me. That is not working and they do not care - if their customer service is an example of their future service. Can no longer trust them.
They WERE a great company.

Why is it taking such a long time to process my refund. The order was placed and returned in mid September. It is now the end of October. No refund. They took the payment quickly. What is the hold up. Unprofessional.never again.

Although over priced, I really do like soft surroundings clothing. It fits well and fits true to size and is very flattering. However, they are very slow to get things to you, and even slower- if that's possible- to refund you when you return something. I returned two items two weeks ago, and I am still waiting for my credit card to be credited. I called them, and they said it could be another few weeks before they get my account credited. That is just unacceptable. As far as I'm concerned, and I will not order from them again.

You have NO idea how it breaks my heart to write this review. But, I need to make sure others know what to expect. I'm sure that the company had to have been sold. Their customer service is now among the WORST in the country. I am STILL waiting for a refund on items I returned almost 3 months ago! And they promised they'd follow up and call me back (2 of their reps promised to call me back within 24 hours -- one being a manager!). NO RETURNED CALLS! And, I just received two items I ordered on "final sale." BE WARNED! If the item arrives and clearly is 2 sizes bigger than what the tag says (and you KNOW how their sizes run because you've purchased dozens of items from them over the years), they will not allow you to return it! And, if you order something on "final sale" and you follow the instructions to the letter on laundering it, and you find that 2 of the buttons have fallen offer (you run back to the laundry room and someone else already has their clothes in the washing machine). The buttons are never found. They REFUSE to even give you an online credit. You're stuck with the items. Unfortunately, this is one customer who will never do business with them again. They used to create the most fabulous clothing and had THE BEST customer service -- not the case now SO sad...

I wanted to order an item online and it was stated that it was non-returnable and therefore non-refundable! There is no excuse for this especially for clothing where sizes can vary so quickly according to style…you can't always go by the sizing chart! This outdated policy should be changed!

I purchased two dresses online from Soft Surroundings. Unfortunately, neither of them fit. I returned them and they received them on September 11,2023. I am still waiting for my refund. I have made several calls and there have been many apologies but no refund. Each time, I'm told to wait 3 to 5 days more. The cost of their clothes is high and waiting a month for a refund is unacceptable. I will not be ordering from them again. No other company that I order from that have similar prices and clothing styles have this problem. I will be leaning heavily on Loft, and JJill in the future.

I have not even received my item yet but was ordered 6 days ago and still says expected livery 10/17. Had I know this I would never have ordered from this dinasour company. I really hope I like the item because I can't imagine the nightmare of a return. My 1st and last time shopping this company. Too many great places to shop! And on top of that they charge for this rediculous slow shipping. Most companies offer free shipping. Do yourself a favor and shop elsewhere.

I have bought several blouses on clearance at a Soft Surroundings store. They were $100 on sale for $50. They were beautiful they washed up with no wrinkles and clearly well-made blouses. I recently bought two blouses at softsurroundings.com. I assumed they were the same company, but given what I received I'm not so sure. These blouses were also $100 before markdown. So I expected quality. As soon as I got them. I washed them in cold water and hung them to dry. What I got was a mass of wrinkles. So I just spent a half an hour, ironing, blouses which for that quality I should not be doing. So now I am disappointed, they are very pretty blouses but due to the wrinkly factor I don't think they deserved $100 price tag