40 Customer Reviews
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Review from Katya P
1 star07/17/2024
I would like to express my deep dissatisfaction with my recent experience with Soft Surroundings. As a loyal customer for 20 years, I am disappointed by the unacceptable and disrespectful treatment I received.I needed to return an item because it arrived damaged. To my disappointment, the service I received from both the customer service representative and the manager was well below average. The manager, *** (whom I called on July 8 at 1 pm), did not listen to my questions and responded robotically, stating, "The item is a final sale." When I asked if this policy was a way to dispose of damaged items, he responded "Yes," indicating he wasn't truly listening to my concern.Despite spending over an hour on two separate calls with your representatives, sending pictures of the damaged product via email, and being assured that a return label would be sent to me, I have yet to receive it (see the correspondence below). What should have been a simple request with an easy solution has been mishandled, reflecting poorly on your company's professionalism and customer service. This incident has regrettably tarnished my view of Soft Surroundings.Review from Jo B
1 star07/16/2024
I have now had two AWFUL EXPERIENCES with this company's customer service and its chosen shipper (DHL), Their phone lines are answered by people with little capability to speak English. Packages do not arrive or are returned to their warehouse BECAUSE THEY CHANGE THE CORRECT ADDRESS OR THEIR SYSTEM DOES THIS.Never will I order from this company again.Review from Mary W
1 star07/12/2024
Since most of the local stores have closed and gone to catalog-only, their services have gone down the tube.When a consumer makes an order on line, they process your payment ASAP, then you must wait 2-3 weeks to receive the order. After the item is returned, it then takes 3 weeks to get a credit on your card. When you contact ***************** you cannot speak to anyone with authority. Plus they charge for shipping the item back. Because of the reasons above, I will no longer patronize this formerly good business. Very disappointed that they have gone to catalog only stores.
Soft Surroundings Response
07/15/2024
Thank you for your feedback. Our order and return guidelines are available on the website, here are the links: ********************************************************************************************Review from Cerise B
1 star07/02/2024
My 90 yo mother ordered a shirt, it didnt fit. I asked for a refund on line, used the label and mailed it. They will not refund and have the shirt. They claim I didnt use their label! This company is a fraud! Buyer beware!Soft Surroundings Response
07/15/2024
Per our return policy, we can only accept returns that are shipped with our prepaid label provided on the website. Here is the link to our policy: ********************************************************************************************Review from Lucinda N
1 star06/25/2024
Will never do business ever with softsurrondings or the company whom bought them coldwater creek They advertise soft surrondings but are no longer in business since filing bankruptcy 2023! which I just saw here i want to return or exchange an $80 dress and after being on hold for more than an hour! Am told it is final sale no return or exchange they even sent a discount coupon under company name soft surroundings no longer in business fot almost a year!Soft Surroundings Response
07/15/2024
Per our return policy, final sale items are not eligible for return/exchange. Here is the ink to our return policy: ********************************************************************************************Review from Nancy C
1 star06/05/2024
Immediately turning around & sending back a dress as it was too large. The problem is their new policys and the untrained phone personal that was the most underhanded mean person. As a long time customer I will never do business with them again. Sometimes change is for the better. Theirs isnt. ************Soft Surroundings Response
06/05/2024
Thank you for taking the time to share your feedback. We do have our policies and procedures readily available to view online and apologize for any inconvenience.Review from Sharon R
1 star06/04/2024
There was a significant difference between my original purchase and what was returned to my credit card for a refund. When I called, not only do they charge for return shipping, but an additional $9.99 for a shipping tag! I can understand charging for return shipping, but not a shipping tack. This is ridiculous, I enjoyed going into their storefront, but I will no longer be buying onlineSoft Surroundings Response
06/05/2024
Thank you for taking the time to share your feedback. Upon review we see that the $9.95 difference is the cost of the original processing and shipping, which is nonrefundable. You can view our return policy and procedures below.********************************************************************************************Review from Steven E
1 star05/29/2024
Will never again do business here because of their return policy of within 60 days, no exceptions including size exchanges. My wife is an odd petite size so I often order as soon as new items are offered to avoid being sold out. So I ordered on 2-11 not thinking that it would be mother's day 5-12 when gift would be opened. Wife loved the items and their colors but 2 tops were this time cut differently than in past so fitting differently and too small so we the next day asked to exchange for identical items in a misses size instead of petite. After speaking to multiple people, company stood firm refusing my exchange. As a result I returned another order I'd received as well as another item on backorder and my wife and I will never order from Soft Surroundings again.Date of experience: May 29, 2024Soft Surroundings Response
06/05/2024
Thank you for taking the time to share your feedback. We do our have our return policy readily available on the website as well as on the packing slip that arrives with your order.********************************************************************************************Review from Ka B
1 star05/09/2024
This store has the WORST customer service of any store I have ever had the misfortune of dealing with. I don't know if they outsource the customer service and it's a language barrier, or simply outright stupidity. I returned merchandise and never received a refund. They refunded my return to a NON-RELOADABLE PREPAID DEBIT CARD after I REPEATEDLY explained that they could not send the money back to that card as I would not receive it. They told me that it's not their problem now; they sent the money back to the issuer of the debit card, and it does not matter that I cannot access that money. I will never purchase anything from this company and cannot recommend them to anyone; do NOT purchase from this company.Soft Surroundings Response
05/15/2024
When placing an online order you are agreeing to our terms and conditions as listed by clicking submit order. Our return policy does stated that we refund to the original form of payment for all returns made. ********************************************************************************************Review from Kristin S
1 star05/03/2024
Soft Surroundings (1) misrepresents what it sells, then when customers order online, it (2) returns only 80% of what they paid for the misrepresented goods. AVOID THIS PREDATORY COMPANY AT ALL COSTS. For instance, in May 2024, they were selling "Oceo tunics" which they claimed were gauze. However, calling them "gauze" is a gross misrepresentation. This fabric is not gauze at all---but a cheap, thin, ramie and rayon fabric.....worth about $10-15 in a cheap, discount, sleazy store. This is false advertising. This cheap material is also cut like a giant box. It has no shape whatsoever. When I returned 2 such misrespresented tops, I received back only 80% of what I actually paid...a giant rip off---that probably violates federal law. I am blocking emails from Soft Surroundings and never ordering from them again. Despite 20 years of many orders for high quality silks, cotton, and linens, Soft Surroundings has become a cheap-fabric, sleaze-bag company, with sleazy, cheap, overpriced goods.Soft Surroundings Response
05/04/2024
We are sorry to hear you are unhappy with your recent purchase. Original processing and shipping is nonrefundable and there is return shipping fee of $9.95 which is deducted from the refund amount. This information is readily available on our website. ********************************************************************************************
Customer Review Rating
1.55/5stars
Average of 40 Customer Reviews
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