Complaints

This profile includes complaints for Soft Surroundings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Soft Surroundings

  1100 N Lindbergh Blvd Saint Louis, MO 63132-2914

  
• 

  Soft Surroundings

  33 The Boulevard Saint Louis Saint Louis, MO 63117-1118

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a $200 gift card at the Soft Surroundings store before they closed and the store associate never told me that the stores would be closing and never mentioned anything about not being able to use this gift card to make a purchase online. The gift card itself says "this gift card is redeemable for purchases at any Soft Surroundings store, Soft Surroundings catalog, **************************, or Soft Surroundings outlet". I recently attempted to use my gift card online and the site said that the code was invalid. I called **************** and they told me that I could not use the store gift card any longer because they had moved to a new gift card system after the store locations closed. I would like Soft Surroundings to reissue me a new gift card for $200 that is compatible with the new gift card system.

  

  Business Response

  Date: 03/13/2025

  We have contacted and left voice mail at the phone number provided to ask for more information regarding the gift certificate number.

  

  Business Response

  Date: 03/13/2025

  My apologies, I failed to notice the photos of that Gift Certificate information. I have located the Gift certificate, and we can reissue it for the customer. Will still need more information about where to email the new one to.

  

  Business Response

  Date: 03/18/2025

  We have been in contact with the customer and have resolved the issue.

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have loved Soft Surroundings for a while now, but don't think I'll ever order online from them again. I placed an order for a knit top on 1/13/25 and nearly two months later still haven't received it. I've contacted the company four times - twice by email and twice by phone - and keep getting the same response. The first time I was told it was on backorder but would be in stock and shipped by early Feb. Okay, no problem with me. The other three times I keep being told it is in process of being shipped and I should receive a tracking number within the next few days. I never do. Today (3/9/25) I was told the same thing, and asked to cancel the order. They told me they couldn't do that because it was being shipped, but gave me a code for a free return. I asked what happens if again I don't receive it and they said to call back. This is horrible customer service. If after two months I don't receive an item, the order should absolutely be able to be cancelled. The event I needed it for has long since passed.

  

  Business Response

  Date: 03/13/2025

  Please accept our apologize for this inconvenience. We have canceled the order 1340668.

  Customer Answer

  Date: 03/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 27th 2025 placed an on line order for 5 pieces of clothing. I was notified by email that my order was being shipped on 01/28/25. I received my order on 2/5/25 , after opening the package I found I was missing two pieces of clothing. (A cami top and a cardigan) I logged onto my Soft Surrounding account and found two items from my order were not shipped and no information or shipping tracking number. I emailed customer service 2/12 and I received this answer by email from customer service. { We would like to inform you that the item you ordered, with reference number 2GD59 Baroque *********** is currently on backorder. We expect to ship the item within the late part of February. For item 2GU83 Moxie Jacquard Cardigan, we expect to ship the item within the middle part of February and will promptly notify you by email as soon as it is shipped.}It is now 2/26 and there is no notification or tracking numbers in my account showing or proving these two items have been shipped.Over the past month my ****** account keeps getting charges from Soft surrounding but they are not being approved by ******. There is another charge right now pending for $172.36 I emailed again yesterday to soft surrounding asking them to cancel the unshipped items from my order as there has been no updates or tracking information. I needed these clothes for a corporate function and I was forced to go elsewhere to purchase new clothing. I never got a reply from yesterdays email so I emailed the customer service again today. Todays email response states that they will not cancel my unshipped items. This is the answer -{We acknowledge your request to modify your order *******. 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.} This is unacceptable for items that have not been shipped!!

  

  Business Response

  Date: 03/04/2025

  Upon review of this order, item 2GU83 has shipped with tracking UPS 92612903104025543402799786, we are unable to cancel this item. We have canceled the item 2GD59 Baroque Top and Cami from the order. Our apologies for the mis-information.

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 5 items totaling $389 on January 15, 2025. I called January 31 because nothing was shipped to me. They said 4 items would ship the next day and take 7-10 business days to arrive. One item would ship in early April. Nothing came so I called again today, February 13, and was told the ENTIRE ORDER is back ordered and 4 items will ship the middle of the month and one still in April. I got another catalog showing these very items - yet they do NOT have any of it in stock. They should say in the catalog that shipping will take 5-6 weeks! I think 5-6 weeks and more for delivery time for current catalog items is unacceptable.

  

  Business Response

  Date: 02/20/2025

  Upon review of this order, all items have shipped with the exception of the ********* ****** ***** Jacket which has an expected ship date of 04/09/2025. The items that have shipped can be tracked at *********** with tracking numbers 1ZJ72R100337074174 and 1ZX8R171YW91236573

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this has become a smoke & mirrors company since they went backrupt. There is no way to contact someone in **, just Phillippines. Those **** don't know what they are talking about and have terrible English. I will no longer shop at SS and will tell others.Ordered one item; very deceiving - ended up supposedly paying $58.49 plus 7.60 tax = $66.09 PLUS $14.99 for shipping (they advertised free shipping) here. It was a defective product (broken embroidery and crumpled tag and I suspect it had been returned once before they shipped to me) They have only paid back $53.56 even though I was careful about how I filled out paperwork AND I paid return shipping! They owe me $12.53 AT LEAST. More if they pay the $25. shipping that I paid for nothing. What a scam. PLEASE REMOVE THE A+ RATING - THIS COMPANY IS FRAUD, COLLECTING ON THE MARGIN FOR DEFECTIVE GOODS.

  

  Business Response

  Date: 02/18/2025

  We have created a refund for the difference in the amount of $27.52 has been created. Please allow 3-5 business days for it to post to the account.

• Initial Complaint

  Date:02/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/06/2024 I ordered a velvet top on-line on Soft Surroundings website. Unfortunately I frog closures were too small to close to I returned it via *** on 11/13/2024 with appropriate return shipping information supplied by Soft Surroundings. I called Soft Surroundings when no credit appeared on my *********** Statement. I received a run-around but ended the conversation being told the top would be credited to my credit card. It did not happen. On 01/07/2025 I contacted customer service on-line and received their response on o1/08/2025. I still did not receive my credit. I contacted Soft Surroundings 0n-line again 01/15/2025 and received a response on o1/16/2025. I still have not received a refund.

  

  Business Response

  Date: 02/06/2025

  Please accept our apologies for the initial refund error that was experienced.  We were able to successfully get the refund to pay out on 2/5/2025, it can take a few days to reflect but the status on this transaction is completed.

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October or November 2024 I took advantage of a promotion of one free month free membership in Soft Surroundings Rewards. The program promised to offer discounts and free shipping/returns. But I canceled my membership before the month was up because I found the claim process to be burdensome, and the shipping/return charges would be refunded, as opposed to omitted . It also seemed sketchy, as all the terms of membership were not clearly articulated on the website. All throughout the process, it was confirmed to me that the reward payouts came by physical checks after the 15th of the month. When I called to cancel my membership, the agent verified that I would still receive the checks. I have not received any checks. SS Rewards agents now say that the payout method was changed and that I can only get my payouts by asking a store for a gift code. I do not intend to purchase at this online store ever again. I have made several attempts to have the matter escalated but no one is responsible. I just want the two payouts that were promised to me (totaling $38.86) The first approved payout was for $23.87 and the second was for $14.99. It seemed incredulous that rewards would come by check these days, but I have opened every piece of junk mail everyday since November looking for those checks. Nevertheless, that was the promise and Soft Surroundings Rewards subsequently changed the rules. Thank you. I can provide notes from numerous phone conversations with agents, if needed.

  Customer Answer

  Date: 01/23/2025

  Hello, thank you for helping me resolve this issue. My complaint is against Soft Surroundings Rewards. I believe Coldwater Creek is the parent company of Soft Surrounding stores. 

  I tried to attach a PDF of the e-mail saying that a payout would be made to me but I cannot see if it is there. I am copying and pasting it here. It is from My Soft Surroundings Rewards, dated 11/26/2024.

  
  Sign In
  YOUR MEMBERSHIP HAS BEEN CANCELLED
  Dear ****,
  
  We've cancelled your My Soft Surroundings Rewards membership. If you have a balance in your Savings, you will receive a payout on the 15th of the following month.
  
  Thanks for giving My Soft Surroundings Rewards a try, we welcome you back at any time! If we can be of any further service, please don't hesitate to contact us at ************.
  
  Sincerely,
  The My Soft Surroundings ************************ Team
  Member ID: ******

  

  Business Response

  Date: 01/29/2025

  Customer is requesting an accommodation that cannot be fulfilled.  Here is the link to the Rewards program and it explains the rebates and how they are paid out and a check is not an option. ************************************************************

  Furthermore, we reached out to the loyalty program, and they also confirmed that the rebate is refunded in the form of a store credit or "savings" in the amounts of $23.87 issued on 11/14/24 and $14.99 issued on 12/11/24 for her.

  Customer Answer

  Date: 01/30/2025

  Thank you for your response. The information that you cite is what the business says now. But at the time of my several phone calls, which were intended to understand how the loyalty program works, I was told several that the rebate is made by check. I found this incredulous, but that is what they said. Here are some of my notes from various phone calls. If a supervisor could listen to the recorded conversations, it would be clear that either several employees were misinformed, or that there was a change in the way the rewards would pay out. I believe it was the latter. The company should be accountable and honor what its employees told customers. Thank you again for considering this.

  Nov. 6, 2024 ********** Rebate should be made this week BY CHECK. Call by 29th to cancel.
  Nov. 11, 2024  (Elise). It takes 3-5 banking days to recover full refund. THE CHECK would be mailed to me.
  Nov. 25, 2024 (****** and later ******) In this conversation it was confirmed that I had to upload copious amounts of documentation in order to make a claim. It was also reiterated that a CHECK would be sent. I recall asking if this was real or if I was being punked: In 2024 I had to submit copy after copy of receipts in order to get a check? Who has time for this. I wrote this is pure insanity! and asked to cancel.
  Jan. 8, 2025 (******). Rewards have been approved and mailed 12/11/24. Check is on its way.
  Jan. 9, 2025 (*****) **************** decides how to rebate. Could be gift code, could be credit, could be anything. She mentioned that the way they were doing the rewards has been changed around
  Jan. 9, 2025 (Tayana?) Now there is no check. Only payout is for a gift code. Not sure who is responsible Soft Surroundings or Soft Surroundings Rewards. Will escalate to customer service.

  Customer Answer

  Date: 02/06/2025

  I am sorry to hear that you have closed this case. Your message said I did not respond to an earlier communication, but I did and you can clearly see it. Thank you anyway

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given store credit for a refund at a physical store I visited before they were closed. The credit was placed on a physical card. I have often received mail and correspondence from soft surroundings and was under the impression that they had my customer information and would have notified me of their closing and the fact that my credit would no longer be valid after a certain date. I never received notification. I live in a different state from the store I visited and have not traveled back, due to illness, for several years. I dont understand how money can just be kept like this and no options for credit transfer be given without notice. Im astounded that a company would do this. I really cant believe they would just keep my money and that it has simply disappeared.

  

  Business Response

  Date: 01/09/2025

  We apologize for the inconvenience, upon review of gift card, there is a remaining balance of $41.82. We will email customer a new gift certificate with that amount that she can use on a purchase. It will be emailed to ****************************

  Customer Answer

  Date: 01/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 02/12/2025

  I am unsure if this is the correct place to submit my concern. 
  I was previously offered a gift card by the business to replace one that is no longer accepted. It was to be emailed to me. It has been over one month and no such email has been received. 
  Shall I open a new complaint or can this be addressed here? 
  
  

  

  Business Response

  Date: 02/18/2025

  We emailed the Gift Card to ************************************ in the amount of $41.82 on 01/09/2025. We can send the Gift Card again or she can give us a call at ************ to get the gift card number.

  Customer Answer

  Date: 02/26/2025

  What options are there to have this complaint not be closed? I am confused about this process. 
  

  The dates dont seem to match up.
  

  I believe January 9 is the day I received communication stating that a new gift card was an option. I then responded to that this resolution was acceptable and then never received the actual gift card number AFTER accepting that resolution. 

  I WOULD like to be sent a new email with the gift card number and would request that it is done through this platform, if possible, so that proof is available. 
  

  I appreciate the help and do apologize for not responding sooner. 

  

  Business Response

  Date: 03/04/2025

  We have attached a screenshot of the customers gift certificate.

  Customer Answer

  Date: 03/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I was able to access the gift card number.  Thank you very much for your patience and help in this matter. It is greatly appreciated. 
   
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned an item to Soft Surroundings on 12/21/24. According to the tracking number it has been received by the business. Im waiting for my refund. When I inquired about the status of my refund I was told to supply the tracking number which I did. Still no response. This is unsatisfactory. Im done shopping and ordering from Soft Surroundings. Not only are their shipping and return label fees too high, their customer service is AWFUL! Non- English speaking representatives are not helpful. In addition, the happy returns representative sounded like she was lounging on her couch at home and was surprised and annoyed to get a business call and was very unhelpful in her customer service responses. Im not taking any more chances on ordering items from Soft Surroundings, its not worth the headache of trying to communicate with non English speaking representatives and having to beg for a refund on returned items.

  

  Business Response

  Date: 01/09/2025

  Customer was granted a refund on 1/8/2025 for the return of the Asteria Dress in the amount of $78.54. It can take 3-5 business days to reflect to her account.

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two items for my mom for Christmas in early December. I received only one of them. I was never sent any notification by Soft Surroundings about the fact my second item would be delayed. I was charged for BOTH items. After Christmas, I contacted **************** and asked where my second item was, and they said it's backordered until MAY! I received no notification of this and it was IN STOCK when I made the purchase, so it was very disappointing. Again I emailed **************** (new inquiry) this week and asked again (to confirm that it was really MAY for a ship date), when the item was final sale to begin with....I was wondering if the info the first ***** provided was accurate, given these facts. The second ***** said that the item would ship in January (this month). This was also strange, because she referenced the incorrect item (she referenced an item I did not even purchase). I feel there is confusion and this is causing me to spend a lot of time and cycles on this communication. At this point, all I want is for Soft Surroundings to either ship my item in a timely fashion (within the next couple weeks) OR immediately refund me for the item that was not shipped in time for me to give it to my Mom for Christmas. Item I did not receive: Varese Linen Blend Jacket - Item #2GC905280105 - Color: Colony Blue, Size: PXS ($59.98 USD). Order Number: *******. Thank you!

  

  Business Response

  Date: 01/08/2025

  Please accept our apologies for this inconvenience.  Upon review of your order, the expected ship date is May ******* for the Varese Linen Blend Jacket. I have attached a photo of this information. We will go ahead and cancel per your request. We do have that jacket available in Misses X-small that is in stock for $39.97 if customer is interested. Since the jacket has not shipped the authorization for it should have fallen off, we don't fully charge until the item ships, once it is canceled it will not start a refund.