ComplaintsforSoft Surroundings

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a jacket in ample time to have it for Thanksgiving 2023. I was then told that the item was backordered. When I still didnt receive it for Thanksgiving, I figured well, Ill get it in time for Christmas. As more time passed and I didnt receive it, I figured I would order a different item. I spoke with a representative to change the order to a different item and placed the order. I was later informed that that item was backordered. This was one year ago. no items, no alternatives, no communication. Very disappointing.

  

  Business response

  09/27/2024

  Upon review of order ********* placed 12/05/2023, the order was canceled on 12/12/2023 due to the item never arriving for shipment. A letter was sent to the customer at that time for notification. Since the order was canceled, customer was not charged for the item.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a September catalog in the mail on September 16. It did not have an experation date on it. I went online to order dress 2g144 on page 47 advertised as $89.00 on sale. When I tried to cash out it came up as $119. I called every customer service number and they refused to honor the printed price. I sent an email to customer service with a picture if the page and they didn't respond. I sent a message through their message link and no one responded. I tried to call the corporate office and no number actually contacts them. It goes back to to the Asian customer service center. It says they are owned by *************** tried them also. No help and no response. This is false and deceptive advertising. They obviously have a system that purposely prevents customers from receiving resolutions.

  

  Business response

  09/27/2024

  Upon review of this inquiry, customer received a ******************** with a special offer. I have attached a screenshot of our copy of the catalog where $89 is not offered. I have also attached screenshots of the email thread with the customer where we tried to resolve the issue by adjusting the price after the order was placed. Customer did not feel comfortable with our resolution, but we did respond to her inquiry. We will reach out to customer to see if she would still like the dress at the $89.00 price.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed two orders with this company. The orders were confirmed yet I never received the items. I contacted the company and was told that the items were no longer available. It seems that this is a pattern with this company. I never received an e-mail with an apology that they had miscounted the numbers available. I just want to alert other customers that this appears to be a common occurrence at this company.

  

  Business response

  08/21/2024

  While we understand the frustration of an order being placed with unavailable items, once the customer selected the color and size of the item's she ordered the availability would have said discontinued. Our website is not in real time which allowed the items to be added to the bag. Customer can refer to the email confirmation and it will state the item being discontinued. Customer will not be charged.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered three pair of gauze pants. Two were fine. One came with no tags, no extra button connected to the pants, pocket all stretched out because they were worn. Called soft surroundings all they can say in the *********** is I have to take a picture send it to an email so they can investigate. First I want to talk to somebody in the ************* and I am not going through all that c*** You sent a used pair of slacks to me and you can have them back and investigate it once you get it. I want a new pair. Also the pants came with a piece of paper stuck to it saying China ***. If this is United States based I want to talk to somebody in the *************.

  

  Business response

  08/19/2024

  When we receive complaints of items being damaged or defective, we request that photos be sent to show the damage so we are able to report the issue. With the customer not being unable to send a photo to ***************** we are unable to send a replacement, and the transaction becomes a standard exchange. Customer is able to process return/exchange request through our Order Status link to get a return label: *************************************************** using her order number and zip code. Upon researching the notes of her phone call there is no indication of which pair of gauze pants need replacing. We will contact the customer to get the pertinent information.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of pants on June 24, and I did not receive them until three weeks later and now they are considered a final sale. Even though I have been a customer for years and know my size, these pants do not fit me (and I even have lost weight). I wanted to get another size or return them. I contacted the company twice and asked to speak to a supervisor, but twice, they never called me back. It appears that this company is using a call center overseas, trying to scam the customers as much as they can. It is unfortunate because this was an excellent company, but it will go out of business if this is how they treat customers. I have something that needs to go to Goodwill that is unusable, and I am out over $30.00, including tax. Scam!

  

  Business response

  07/16/2024

  Upon review the customer placed her order online on 06/24/2024 for the following items:

  Leya Ruched Top White: $14.98

  Ultimate Denim Skinny Ankle Jeans Black Size 14:  $29.97

   

  As indicated when the customer selected the items it stated that both items were final sale and could not be returned or exchanged.  This was also indicated in the shopping bag and order summary before submitting the order. Please see attached.
  
  
  
  Our return policy states  "Any items marked final sale are not eligible for exchange or return" which can found in this link as well **************************************************************************************************; It also states final sale items may not be returned or exchanged in our pricing policy here: *******************************************************************************; By clicking submit order the customer agreed to the terms in conditions which included the policy regarding final sale items.  *************************************************************************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I order three tops on April 28, 2024, totaling $219.14 including tax. The items were shipped, and my credit card was charged, in two parts on April 29 and May 2. I did not care for the items and returned them using the company-supplied ***** label. I have delivery proof that the package was received by the company's facility and signed for on June 18, 2024. The website says that a return will be processed within 3-5 business days of receipt. On June 25, I sent an email when my credit card did not show the credit as even pending. On June 28, ************ replied by email acknowledging receipt and implying the return had not yet been processed. On June 28, I replied by email asking for an approximate timeline for the processing, given that the timeline stated on the website had elapsed. On June 30, ************ replied by email stating that processing of my return *** take another week. On July 7, I replied by email that Soft Surroundings has had my money since April 29 and May 2, and has had the returned merchandise since June 18, yet the refund is still not processed. Given the other complaints on the BBB website, I'm deciding to not wait for another song and dance by email.

  Customer response

  07/08/2024

  Although my Soft Surroundings Order # ********* was entered on the BBB website as part of the information requested when I initiated the complaint, apparently it was not included in the body of my narrative explanation and might not have been forwarded to the company.  I notice from the BBB website that Soft Surrounding's initial response to a complaint is often "what is the order number" or "what are the descriptions and item numbers of the items in question."  I thought it would be beneficial for a prompt resolution to provide the order # to the company in order to avoid this type of delay.  BBB, could you please send this note, or at least the Order #, to Soft Surroundings?

  Also, just to clarify, although Soft Surroundings shipped this order to me in two parts due to one item being on back order, all items were part of the same order # and were shipped back to Soft Surroundings in one return package.  I've noticed from the BBB complaints that Soft Surroundings often relies on the "reasoning" that multiple orders cannot be combined in one return package.  I'm just being proactive in stating that this "reasoning" will not apply in my case.
  

  Thanks very much,
  

  ******

  

  Business response

  07/10/2024

  Upon review we see that the customer refund was processed and paid on 07/09/2024.  We apologize for the inconvenience and delay as we done at times have a larger amount of returns and do run behind. 

  Customer response

  07/24/2024

  The refund was finally credited to my charge card on July 9, 2024, a full THREE WEEKS after the returned items were received at the company's facility.  It's too bad it took my filing a formal BBB complaint to jostle these people.

  The following appears on the company website's FAQs:

  "How long does it take to process my refund or exchange?
  On average, it takes approximately 3-5 business days to process your return for refund or exchange after the package is delivered to our Distribution Center." 

  Based on the other BBB formal complaints and the customer comments on the ******************** website, it appears that Soft Surroundings holds its customers very strictly to certain aspects of its return policy, yet it does not adhere to its own representation about the length of time it takes to process returns and issue credits.  Sure, it can get busy in the returns department.  If that happens, change the representation on your website so it's not a MISrepresentation, AND train your CSRs to give accurate information about timing.  Don't fudge and hide.

  Too bad this once fine clothing store was run into the ground.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6-1-2024 I ordered 2 items from this retailer online. The items were delivered on or about 6-10-2024. One of the items was too large so I printed a return mailing label from the retailer's website and shipped the item back (new tags attached) on 6-11-2024 per ***** as instructed. On 6-17-2024 I received confirmation from ***** that the item had been delivered. I waited one week and wrote to Soft Surroundings to find out why I had not received a refund as requested. On 6-26-2024 I finally received a written email response from the company stating that my item had been received in their distribution center but had not been processed. The company was requesting my patience. I believe that I have been patient. No other retailer in my experience takes this long to issue a refund. It has now been nearly 2 weeks since the retailer received my item and there has been no refund issued. I am requesting that a refund be issued forthwith.

  

  Business response

  07/01/2024

  We are very sorry for the delay in your refund on order 244296226.  We will be happy to start your refund for you.  Can you please provide the item name or item number returned?

  Customer response

  07/02/2024

  The item name is Je Veux Gauze Top in White.  Item #2GG7140801

  

  Business response

  07/03/2024

  We are very sorry for the delayed processing times.  A refund has been created in the amount of $73.14 and will post the original form of payment within 5 business days.

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Soft Surroundings is charging my credit card $16.99 every month and I have to dispute it every time with Capitol One. I ordered $100 pair of shoes from this company months ago. Received them no problems but now am getting monthly credit card charges from them.

  

  Business response

  07/10/2024

  Upon review we see that the customer opted in to our rewards program when she placed her online order on 04/30/2024.  When she opted in she agreed to the terms and conditions which stated the monthly charge would begin after the 30 days trial period.  By selecting to opt in, she consented to the terms and conditions of the program.  This information was sent to her email address, ************************ that same day.  The customer can cancel anytime by calling ************ at any time.

  ******************************************************************************

   

   

  Customer response

  07/11/2024

  Complaint: 21919965
  
  I am rejecting this response because:
  I never have intentionally and would never intentionally opt into a $16.99 a month soft surroundings reward program. I made an account to track my shipment. The ONE and only time I have ever and will ever order from this store. Your company is a sham and I wonder how many people you have somehow enrolled into this program and dont realize they are paying $16.99 a month. 
  Thank goodness Capitol One never accepted your bogus charges. 
  
  Sincerely,
  
  *******************************

  

  Business response

  07/15/2024

  Per our last response, customer has free will to remove themselves from the subscription at ************.

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Soft Surroundings has refused to issue refunds for the following 2 item: 1. Paisley Siesta Key Tunic $55.30 Order ********* 2. Blue Bonnet Siesta Key Tunic $62.97 Order ********* SoftSurroungings.com provided a return form and ***** label for each item. I placed both items and their corresponding return form in the same mailer. I used the ***** label for the item 1. At the 4 week **** I still had not received refunds. 6/4/2024 12:18pm I called Soft Surroundings ************ and spoke with Red. Red confirmed they received item 1. *** stated the refund had been issued. I explained it had not, the refund he was seeing was for a portion of the order I previously returned. After explaining several times, *** acknowledged I was correct and I would receive a refund of $55.30 to my card immediately. The refund should show on my card in 2-3 business days. With regards to item 2, *** stated they could not locate it and it should have been mailed in a separate package. Red escalated item 2 for investigation. This call was 24 minutes.As of 6/19/24 I had not received a refund for either item. I called Soft Surroundings and spoke with Layah. ***** confirmed they received the return 5/9. After explaining the above scenario multiple times, she finally admitted they did not process a refund for item 1. Held while she contacted the Internal Team. She then stated I can expect the refund for item 1 in 3 to 5 business days. I told ***** that I got the same story last time. ***** said she noted my information. She confirmed notes from Red on item 1 but nothing on item 2. With regards to item 2, ***** stated the warehouse would follow up and the General Team would update me via email. This call was 57 minutes.As of today, 6/29/24, I have not received a refund on either item. Nor have I been contacted by anyone from Soft Surroundings.

  

  Business response

  07/03/2024

  We are very sorry for the negative experience.  Please know this will be addressed immediately.  We paid the second refund on 07/02/2024 and it should post to your card with in the next 5 business days.

  Customer response

  07/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company will deduct the amount of your purchase twice so buyer bewared. Then you have to wait up to 5 business days to get your refund. Most absurd policy I have ever heard of except some of the gas stations will do the same thing. I am now overdrawn and facing overdraft charges and they have no apology or remorse for this. I am done with this company , One of my favorites for 20 plus years. They , after holdoing for 20 minutes, claim that it's a problem with the new management.

  

  Business response

  07/10/2024

  Upon review we can confirm that the customer was not charged twice.  As stated in our online policies:

   

  If you use a debit card to place your order, your bank will show two transaction entries: a "pre-authorization hold" and the final sale. The "pre-authorization hold" allows Soft Surroundings to verify your debit card information so that we may begin processing your order. This hold is typically removed by your bank within two to three days, depending on your specific bank's policies. Unfortunately, with a debit card, the pre-authorization hold, and final charge are not combined into one single transaction, and therefore will appear twice on your statement. Please know that this is not a policy specific to Soft Surroundings; this is the financial industry policy regarding online transactions for debit cards.

   

  We did not charge the customer twice and understand her concerns which is why we do post all of our policies and procedures online for customers which we would encourage all consumers read prior to purchase.

*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. ↩