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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/08/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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 response
01/11/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
***** **********Initial Complaint
01/08/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
01/04/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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.Initial Complaint
12/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed 2 orders with this company in December. One on 12/5/24 under order #******* and one on 12/19/24 under order #*******. I emailed them asking where my merchandise from my 1st order was on 12/12/24 and *** *. responded on 12/14/24 saying it would ship in the middle of December and I would get an email when the item ships. I just emailed them again today saying I have not received either order YET ON 12/22/24 THEY CHARGED MY CREDIT CARD $59.97. They are not supposed to charge me for anything until an item ships and when an item ships they are supposed to notify you via email but I havent been notified! I have since read NUMEROUS COMPLAINTS ON YOUR WEBSITE ABOUT THIS COMPANY from people saying they never got their merchandise but got charged money on their credit cards for the merchandise.This is a sleazy ******** will never do business with this shady company again! In the meantime I want your help to either get me the merchandise I ordered or have them refund the $59.97 that was charged to my credit card for merchandise I havent received.Customer response
12/28/2024
Today I received my order # ******* placed on 12/19/24 but still no word about my order # ******* which was placed on 12/5/24.Business response
01/02/2025
Please accept our apologies for not receiving the shipping confirmation emails. In regard to order *******, it delivered 12/28/2024 per **** Tracking Number **********************. The order 1243463 is still awaiting fulfillment and has not yet shipped. If you did not receive the package on 12/28 or around that date, please give us a call at **************.Initial Complaint
12/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I attepted to place an order for a sweater online, the website was not working correctly, and in the process of trying to place the order, it ended up being placed 4 times. i received 4 orders of the same sweater but obviously want only one sweater. When calling customer service, they said since the order was placed 4 times, I must still pay $9.95 per return shipping for each sweater. They said their website works, and it was my error.Business response
12/27/2024
Please accept our apologies for the misinformation. We will waive the fee on 3 of the 4 orders so you won't be charged for the label fee.Initial Complaint
12/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I returned an item which was received by soft surroundings on nov 4, 2024. I did not get my refund. I have called 3 times. They promise each time to refund the money but they never do.Business response
12/23/2024
We apologize for the inconvenience caused. We have created your refund in the amount of $42.24 which will post to the origbinal form of payment within 5 business days. The refund ID is *********.Initial Complaint
12/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I made an online order with this company on Dec 1. Several weeks had passed and I did not receive the order. I contacted them by email and the response I got was the item was on back order and was expected to ship mid December. I never received an email about any back order and here we are almost two months later and I still do not have my merchandise although the company took no time in charging me for it. The order is *******Business response
12/23/2024
Upon reviewing the customer's order, we confirmed the item was out of stock, and an expected ship date was provided. When the customer selected the size and color, the expected ship date of 12/27 was displayed. This information was also presented in a pop-up when the item was added to the bag and in the shopping bag before proceeding to payment. We only charge for items as they are prepared for shipment, and since the order has not yet shipped, the customer has not been charged.Customer response
12/24/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *********Initial Complaint
12/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Soft Surroundings catalog order E1127580 11/06/2024, 4 items paid $146.31 ***** Slim leg pants 2GM700001215 had 1 leg almost 2 inches longer than the other. Was emailed a return label for the 1 item. Pants received 11/30/24 at their ********* facility with the return and exchange form included showing the problem. December 17 customer service advised that the credit was sent to **** the day before. Today, December 20, was advised that was incorrect. Matter must be sent to supervisor for approval and afterwards a 3 to 5 day wait to be sent to **** for $55.37 credit.Customer response
12/22/2024
Credit is finally pending on my **** card.Initial Complaint
12/13/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I had a 25% off coupon when I ordered a $200 robe. So the price came down to $150. After tax + s&h, the total charge to my credit card was $171.95. I needed to EXCHANGE the size Medium for a size Small. They said I must return and reorder at original cost! After several discussions with customer service **** and me sending emails trying to explain to them their own policy and what an EXCHANGE is, they said they could send me the new size for $189 and refund me only $152.04! I never approved that transaction! Yesterday, I received the size small and my credit card was charged $189! So now I have both a size Medium and a size Small robe with a total of $369.95 charged to my card!Business response
12/23/2024
We are very sorry for inconvenience caused to you. One of our **************** Supervisors will be reaching our shorty to ensure you are given the correct place for the replacement and assist you with a refund for the original order.Customer response
12/27/2024
Complaint: 22682391
I have reviewed the business' response and am rejecting it because:
I have not received a call from a service *** or any communication on how to print the return label.I am still short a minimum of $10.00 on the necessary refund.
Sincerely,
****** *****Customer response
12/27/2024
All I want is for a Soft Surroundings company representative (who can speak English clearly) to contact me and explain the original cost of the robe as compared to the amount they are charging for the "exchange" of the robe from a size medium to a size small.Business response
12/31/2024
Per the customer request, we left her a voicemail with callback information. In the meantime we will correct the total on the replacement order 1246443 where she is due another $25 to make up for the original savings of $50 on the robe. The new order was mistakenly given $25 instead of 25%. Please allow 3-5 business days for the credit to reflect to your account.Initial Complaint
12/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I attempted to return items in the specified time frame and printed return information but used an incorrect mail label. The amount of merchandise being returned was approximately $300, but because I used only one return label, I forfeited the return credit.I tried numerous times to resolve this issue requesting additional ************* continues to perplex me how a reputable business operation can receive merchandise in return and not contact the customer as to the problem with the return.Explanation given was refund was forfeited and merchandise returned to ************* is this not a fraudulent business practice?Business response
12/12/2024
We apologize for the inconvenience. We have located the packages and will start the refund on the following orders and items: Please allow 3-5 business days for this to post to your account.
********* 3CY9030602
********* 3GH1161702
********* 3GI2960702
********* 3GJ9511702Customer response
12/20/2024
Soft Surroundings quickly resolved this issue after your contact.
For months, I had attempted resolution by telephone, email and mail correspondence without success.
Thank you
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Contact Information
1100 N Lindbergh Blvd
Saint Louis, MO 63132-2914
Business hours
Today,10:00 AM - 7:00 PM
MMonday | 10:00 AM - 7:00 PM |
---|---|
TTuesday | 10:00 AM - 7:00 PM |
WWednesday | 10:00 AM - 7:00 PM |
ThThursday | 10:00 AM - 7:00 PM |
FFriday | 10:00 AM - 7:00 PM |
SaSaturday | 10:00 AM - 7:00 PM |
SuSunday | 10:00 AM - 7:00 PM |
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Get a QuoteCustomer Complaints Summary
62 total complaints in the last 3 years.
53 complaints closed in the last 12 months.