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

  12647 Olive Blvd Ste 300 Saint Louis, MO 63141

  
• 

  Soft Surroundings

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

• 

  Soft Surroundings

  Saint Louis, MO 63132-2914

  

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:01/17/2024

  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.

  On 10/14/2023 and 10/19/2023 I placed orders with Soft Surroundings #********* and #*********. I usually make any returns to the store, however I discovered that Soft Surroundings would be closing my store and returns had to be shipped back. The orders totaled over $1000, but I returned 9 items and should have been refunded $810.52. I spoke with a SS customer service rep and verified that I could return all items using one return label. SS credited only one of the items returned ($62.67) and indicated they did not receive the other items. I called SS but was never able to speak with anyone who could help. The items were returned by ***** tracking #************.

  

  Business Response

  Date: 01/19/2024

  The customer contacted us on 11/6/2023 for assistance in returning item 3GA2980802, the *****************;Metallic Gold Luster Large Petite priced at $66.00 from order 234832252.  We advised her to visit the website and set her return up and receive an *** (return merchandise authorization) for the item she wished to return.  She stated she had difficulties online and we agreed to create the *** for the item she stated she was wanting to return and email it to her at the email provided.  The customer made no mention of returning any additional items from this order or any other order.
  

  The customer then contacted us on 11/25/2023 by email to request we cancel the Petite Tatianna ************************** Petite (item 3GA3160802) priced at $156.00 and the ***************** ******* Multi P L/xl (item 3GD2290902) priced at $90.00 from order 234832252.  Because the items were on backorder and not shipped,we canceled them as requested which we let her know when we replied to her that same day.
  The next contact from the customer was on 11/29/2023 checking on her status of the refund of order 234832252.  We let her know her return had been received and was processed. 
  

  The customer was refunded $62.47.  Below is a breakdown of her order.
  Return Merchandise $66.00
  Return Sales Tax $4.62
  Return Shipping Fee ($7.95)
  Refund Due $62.67
  

  That was the last customer contact to customer service. 
  

  The customer did then submit a dispute with her bank in the amount of $747.85 for the purchase on 11/21/2023.The bank took back the funds from us and then paid the customer with them.  With the refund from us and the amount paid by her bank in the dispute the customers refund equals $810.52.  The customer is not due any additional refund since it has been fully paid.

   

  Per our return policy on the website, any items not listed on the *** (return merchandise authorization) returned are forfeited. 

   

  Customer Answer

  Date: 01/22/2024

  I have read Soft Surroundings response and my recollections of the conversations I had with the customer service representatives are far different and since I had previously only returned items directly to the store I was not aware of their website return policy and was not informed of such by their customer service representative. I pleaded with the last person I spoke with at Soft Surroundings to let me speak with someone who could check further into the matter but was unable to speak with anyone else. At that point, I filed the dispute with Discover Card. I am attaching a copy of the return package weight which was 11 pounds - much greater than the 1 shirt for which I was credited weighed. I have also asked Discover Card to reopen the dispute with the additional information of the weight of the return package. I hope this matter can be resolved and I can be refunded the amount I am due. 

  

  Business Response

  Date: 01/22/2024

  When we received the notification of the dispute on 12/11/2023 it created a withdrawal from our account in the amount of $747.85.  *** financial institution then uses the withdrawn fund to pay the customer.  A rebuttal was submitted on our end on 12/29/2023 and then we were given the funds again, but when the dispute escalated on 01/12/2024, the funds were once again withdrawn from our account and given to the customer. *** customer has received her refund in full.

  Customer Answer

  Date: 01/22/2024

  I sent additional information on this complaint. Did you receive it?

  The Return label and ***** delivery confirmation with the same tracking number clearly shows a weight of 11 lbs. which is much greater than the weight of 1 shirt which Soft Surroundings states is the only item returned. Their statements of telephone conversations differ dramatically from my recollections of those conversations. Their agent never informed me of their return policy and since I had only ever returned items to the store, was not aware that each item had to be returned in a separate package with a separate tracking number. I literally begged the agent to refer me to a supervisor or manager who could look further into the matter but was refused. I hope this matter can be settled and that I do not have to give away $750 to this company with their unethical standards.

   

   

  Customer Answer

  Date: 01/25/2024

  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. Although the company did not refund in full as they stated, I at least received most of my money back on the returned items and am ready to put this matter to rest. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2023

  Type:Sales and Advertising 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 received a card in the US Mail from Soft Surroundings celebrating my birthday and providing a 20.00 reward on a purchase of 75.00 or more in-store or online. The offer ends December 31, 2023 and has offer code **********. On December 9, 2023 I went to the store in The Villages, FL,, made a purchase, and paid 165. However the store would not accept the offer. They said they "were a different company under liquidation" and were told not to accept coupons and that they had no way in their register to process it. I called Soft Surroundings and was told it should be accepted so I walked back into the store and put the store manager on the phone with the Soft Surroundings rep. The end result was the same. They did not accept the coupon. I feel this is false advertising and would like a check for 20.00.

  

  Business Response

  Date: 01/17/2024

   

  We are sorry for any inconvenience and confusion caused.  The discount is not valid at our clearance locations.  We have provided a copy of the disclaimer on the coupon below for your convenience.

   

   

   

  Disclaimer: Coupon good for any one-time purchase of $75 or more, excluding tax and shipping. This offer cannot be combined with any other offer and is not valid on previous purchases. Cannot be used toward gift certificate purchases nor redeemed for cash. Expires 01/31/2024. Sale items priced as marked. Final Sale purchases may not be exchanged or returned. Free shipping offer for text message sign up may not be combined with other promo code offers. Free shipping offer valid only on standard U.S. domestic orders placed at www.softsurroundings.com. Shipping offer excludes HI and AK. Additional fees may apply for expedited shipping and shipments to HI and AK. Offers not valid for employees of Soft Surroundings. Offers not valid at our clearance locations. Soft Surroundings reserves the right to alter or discontinue this offer at any time.
  By subscribing to Soft Surroundings text alerts, you consent to receive recurring autodialed marketing text messages to the mobile number used at opt-in. Consent is not a condition of purchase. Msg. freq may vary. Msg & data rates may apply. Reply HELP for help or STOP to opt out. See our privacy policy and terms for more information.

  Customer Answer

  Date: 01/17/2024

  Complaint: ********
  
  I am rejecting this response because:
  The birthday coupon I received did not note restriction of clearance locations. It only said good in store or online.
  
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/22/2024

  We do apologize that your coupon stated it can be used in store. In November 2023 all Soft Surrounding Stores were purchased by a liquidation company as the stores are closing and Soft Surroundings Catalog and softsurroundings.com were purchased by a separate company.  Because the two separated, the stores are not required to honor any promotional mailings sent including discounts off of purchases. Customer is welcome to redeem her coupon online or by phone.

• Initial Complaint

  Date:11/09/2023

  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 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

  Date: 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.

   

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

  Customer Answer

  Date: 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

  Date: 11/13/2023

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

  Customer Answer

  Date: 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

  Date:10/22/2023

  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 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

  Date: 10/23/2023

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

  

  Business Response

  Date: 10/25/2023

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

• Initial Complaint

  Date:10/05/2023

  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 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

  Date: 10/09/2023

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

  Customer Answer

  Date: 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

  Date:08/31/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:08/08/2023

  Type:Customer Service 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 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

  Date: 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

  Date:05/28/2023

  Type:Sales and Advertising 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 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

  Date: 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

  Date:04/01/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/06/2022

  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.

  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

  Date: 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.