Soma IntimatesReviews 71

I shipped 2 bras (purchased online) back to them on 7/20/20 to be exchanged for a different size. As of 8/7/20, I called CS and they still don't have this return in their system. They're saying returns take 4-6 weeks to process, and that's before they can even start to process my exchange order. Yes - they are having store closures, and Yes there's COVID-19, but other companies are functioning in this difficult retail environment. I have received an email acknowledging my return, but I'm not optimistic I'll get the replacement items, given the obvious internal chaos. At this point, I'd just be happy to have my refund. I'm also not optimistic that SOMA will be around much longer, based on my experience and other reviews here. If they want to stay in business, they need to step up their processes to make their customers happy and willing to buy again (which I won't).
BTW, my order took way longer to get to me than is reasonable.

I have had multiple issues with this company and it is all their customer service. Love the products, which is a shame, but the people who work in customer service DO NOT CARE. I used to work there several years ago and a lot of the processes regarding returns and refunds were hopelessly outdated and NOT customer friendly. It seems to have only gotten worse since I worked there. Shop in the stores, but do NOT bother with online. 90% of the time the item will be on "backorder" (meaning they have no idea when it will be in), refunds take FOREVER, and if you have an issue they just say, "Sorry, is there anything else?" No effort put in to actually solve the problem. Take your money elsewhere.

I used to be a frequent shopper at this store/website. In the last six months I have had two orders cancelled because they allow you to purchase merchandise on the website that is on sale and then cancel the order because it is not "cost effective" to ship sale merchandise. I called customer service and they are "so sorry" for the matter. They feel it is cost effective to lose customers as well! I will not shop here anymore. It is not worth the frustration to place an order and then wait two weeks before they decide to advise you they are cancelling the order.

I went to Soma in Clay Terrace in Carmel, Indiana in Saturday, May 25,2019. There was a Shurice, not sure of the spelling of her man. She was 50ish, African-American woman. She was extremely helpful to me during my visit. It was refreshing to have someone be so cheerful and patient with me. Many times when I shop and ask a sales person for assistance, they act as if I am a nuisance like its a hassle to answer any question I may have. Yesterday was really an excellent experience of fantastic customer service. This lady is an asset to Soma. You have a keeper with her! I will be a regular customer as long as she an employee!

I do nearly all of my shopping online and recently decided to try this place. I ran into an issue where a discount was being applied incorrectly which was overcharging me by a fair amount. I reached out to the company for help and was told to place two orders to get around it. That fix leaves me paying two shipping charges and then forces me to come back later and haggle with the company for a shipping refund - but only on the second order. If I was placing a single order, I wouldn't have paid any shipping charges at all. I'm not going to spend money with a company who can't just fix a simple problem when it's brought to their attention. A discount code to offset the overcharge would have taken care of this. Absolutely unacceptable customer service from a company that, by my understanding, aims to offer highly personalized customer service.