Complaints

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a dress from soft surroundings asked if I could return said yes did not mention that in order to get return label one had to do so by going on line and printing it out. I do not have that capability. Asked them what I should do as I didnt have ability to print they said that was the only way to do the return. Also said that they do state that on line - there is nothing on line to that effect. The only time they tell you this is when you receive the item with a sheet of instructions for returning it gives one instructions to go to soft surroundings.com/order status. This is disgusting they should not get away with it. What can I do?I am sending this because I dont want anyone else to be caught like this.I need a copy of the return label by mail.

  

  Business response

  11/09/2023

  Our return policy states that you can return within ************************************************** order to print a label.  This policy is available online for customers to view at any time.  The customer contacted us by telephone on 10/31, 11/2 and 11/9 and we explained this to her each time.  We also emailed her a refund label per her request on 11/2 and 11/9.  We do not mail return labels.  Please feel free to view our policy below.

   

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  Customer response

  11/11/2023

  I do not see anywhere on line the policy regarding email.  I did state that in my complaint.  They do tell me that they have sent the label by email, however, I have not received an email to date.  This has been going on since November 30 when I first placed my call.  The last time I spoke with them regarding not having received the email they told me to check my SPAM which I did there was no email there either.   One has 30 days to return the item this is eating into the 30 days. Please help.

  

  Business response

  11/13/2023

  Customer called us today, 11/13/2023 at ****** cst letting us know she got the return label. 

  Customer response

  11/13/2023

  I wanted to thank you for your help.  This morning I called soft surroundings again to ask them to send me the email and wonder upon wonder I actually received an email answer with label attached.  I am so thrilled to be able to return the dress.  This was the first email with label I have received so dont know what happened to the others they sent guess they are in data heaven.  Thank again for your quick response to my problem.

   

• Initial Complaint

  10/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned three items on October 7 2023. I received a receipt from Soft Surroundings for the return but have not received a credit on my credit card.

  

  Business response

  10/23/2023

  In order to assist with this issue, a copy of the return receipt is needed.

  

  Business response

  10/25/2023

  Customers refund has been paid in the amount of $167.60 to the original form of payment.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of shoes from Soft Surroundings (online, processed by live person) August 15, 2023. It's sometimes hard to know what size to order, so I ordered the size I usually wear (8). I used a birthday coupon ($20) that was due to expire August 31st. My birthday was August 25. Shipping was $9.95. They were properly packaged/shipped. Tried them on the minute I received them. Too small. Promptly packaged and shipped using their label at ***** on 8-20-23. I have NOT received a refund and have talked to them 4 times. I want my money back. Dates I have talked to them: (9/18, 9/20,9/25, 10/5)

  

  Business response

  10/09/2023

  Customers refund was paid to her original form of payment on 10/06/2023.

  Customer response

  10/10/2023

  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

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 8-11-23 for item# **********, a blouse in a size 3X and when I received it I was sent the WRONG size, a 2X. I called and told them and was told to mail it back for a complete refund of $58.28. They got it back on 8-23-23. The order number is *********. I have not received my refund to my credit card at all. I have emailed, called and even messaged them on Facebook as to why I have not received my refund and keep getting put off. Their last message said "We were doing some system upgrades which created delays with refunds." It has been 10 days and I should had my refund by now. The order is ********* and I expect an immediate refund of $58.28 to the credit card used or will be forced to take legal action.

  

  Business response

  09/01/2023

  Refunds are processed on average 3-5 business days from the date that the customers return is received.  This is an average of the time frame and not the guaranteed time as it can vary based on order and return volume.  Customers return was received on 08/23/2023 and the refund was processed today.  Customer can expect to see the refund post to the original form of payment with in 5 business days.  Please note that Monday 09/04/2023 is a holiday.

  Customer response

  09/01/2023

  Just as soon as I actually see my refund posted to my credit card I will be satisfied. Refunds before posted in 3 days so I have no idea why you have delayed my refund as it is 8 business days today; not the 3 to 5 business days you stated. This is ridiculous!

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried multiple times during the last two years to get my name removed from their mailing list. What else can I do to stop the unwanted catalogs?

  

  Business response

  08/14/2023

  As requested we have removed you from our mailing list.  Please note catalogs are preprinted and one to two more catalogs may be delivered before they discontinue.

• Initial Complaint

  05/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been trying for over 4 years to get this horrible company to stop sending me catalogues. They come at least every month, sometimes more. I have written, emailed, called numerous times, to no avail. They have promised many times that I won't get another catalogue, but sure enough, they keep on coming. What a sad, sad thing for our planet. What a horrid company.

  

  Business response

  06/13/2023

  We have removed the customer from our mailing list.  Catalogs are preprinted and the customer may receive one to two more before they are discontinued.

• Initial Complaint

  04/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On March 20, 2023, I placed an order with Soft Surroundings. The order # ********* totaled $146.22.I have been ordering from Soft Surroundings for several years and have received my orders at various addresses over those years each time I moved. My profile with them shows my correct address as ********************************************************. I have lived at this address now for over 2 years. I was waiting on this particular order and decided to track it with the tracking order provided. It showed that it was delivered to an address I lived at over 10 years ago! I called **************** and advised the man of my problem. He said he could not send me a replacement and also could not refund my $146.22. I told him this was not fair or right and wanted to speak to someone above him. He said "No one is going to give you your money back. Trust me."What can be done? I want a refund!

  

  Business response

  04/03/2023

  Upon review the customer placed her order online on 03/20/2023.  Customer placed this order while logged into her customer account.  When the customer clicks on the shopping bag to check out the default shipping address stored in the customers account will automatically populate however an alternate address can be selected from the customers address book or enter a new one prior to proceeding to the payment page.  Because the customer did not select or enter an alternate address when placing the order, the default address was used.  This address was shown at the order summary before completing the order as well as on her order confirmation email that was sent to her (see attached).  The customer will need log into her account online and delete any addresses in her address book that she longer uses.  As a courtesy we have refunded the customer and she can expect to see the refund post to the original form of payment within 7 days.   

  Customer response

  04/04/2023

  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

  07/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Phone order transaction at Soft Surroundings Outlet on July 3. Several mistakes were made. Was going to charge me $10 more than should have for shipping, but I caught the error. Told me an item was out of stock when it was not and then when I pointed out that it was out of stock sent me the wrong size. Sent me an invoice in which the amount charged to my credit card was more than the purchase price with tax. Later corrected this, but behaved as if that was okay. I called and tried to express my dissatisfaction to 3 separate customer care reps who completely dismissed my concerns and were more concerned about defending their poor service. I will never purchase from this company again and would not recommend them to anyone. Probably the worst customer service I have ever received.

  

  Business response

  07/07/2022

  We are sorry to hear the customer is not happy with her recent order experience.  Upon review we do see the customer called us to place an order.  
  

  Because a separate order needed to be placed for the item that was missed from the first order shipping is automatically applied.  When the customer mentioned the shipping being charged again we removed it before the order was finalized.  Our system did calculate the shipping tax into the order when it was placed which is why the total given originally to the customer on the first order was $21.64.  When the order was prepared to ship is when the system detected there was not a shipping charge and should not have any shipping tax applied which is why the order total changed t0 $21.09.  She contacted us about this 3 times and each time we explained this to her however the customer was not satisfied with the explanation.  The customer then contacted us because the wrong size was ordered.  We immediately apologized to her and set up a replacement order for her at no additional cost to her.  We also expedited the shipping on the replacement to next day delivery and did ask for her to send the incorrect size back to us when received.  The customer felt that she should not have to return the incorrect size and we should refund her in full for her order because of the error.  We have created a full refund of the item sent in the incorrect size.  She is welcome to send the incorrect size back or donate the dress.  Her refund of $21.09 will post to her original form of payment in 5-7 business days.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time I return merchandise to this vendor I have to PROVE that the merchandise was shipped even thought there return label was used. This should be automatic and I shouldn't have to track to make sure I get my refund. It has happened once again and I'd like to get my refund without having to go thru this hassle, I am owed $76+ and like to be reimbursed for my time.

  

  Business response

  06/06/2022

  When customers make a return and used the prepaid label that we include with the package it is able to be tracked by both the customer and Soft Surroundings.  Returns typically take 7-10 business days to be received back at our returns center.  If a customer contacts us asking where their return is we ask them if they used the label included with the package.  If they did use our return label we are able to let the customer know the status of the return.  If the customer did not use our label we ask them for the tracking information so we can better assist them.  The customer never contacted us regarding this order.  Her return was received on 06/01/22.  Currently we are processing returns that were received on 05/27/22.  Customers are notified by email when there return is being processed.  All of this information is readily available for our customers on our website.

   

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*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. ↩