"Several mistakes made with my order. Spoke with 2 customer service representatives who were more concerned with defending and excusing the mistakes made than with making me a satisfied customer... Both were also rude. One kept telling me how she had been doing her job for 30 years which meant nothing to me and had no relevance. I will never buy from them again even though I like the clothes. It is not worth it."
"Very disappointed! Placed an order 7 days ago and paid for expedited shipping and 7 days later the product hasn’t even been shipped but the money has been taken from my account. Absolutely no email or any communication for that matter. Don’t waste your time with Soft Surroundings, they are happy to empty your wallet but forget about customer service."
"This will be my final purchase from this company. The waffle-weave top I just bought is made all right. The color is what I was expecting. The sizing and workmanship is ok. But the fabric? It might as well be gauze. Thin. Cheap-feeling. And the price for shipping was ASTRONOMICAL. I keep wanting to like this place (despite some of the ridiculous 'lady of the Manor' clothes they feature), but every time I venture back, even for the most basic things, like this shirt, I am left disappointed, if not outraged at what arrives. No more. Coldwater Creek is a MUCH better value, overall."
"Terrible customer service / misleading about their return policy. I purchased shoes for $35 and was changed a $20 return fee! Policies are written in a misleading way. This company is probably on it’s way out- given the other terrible reviews. Don’t trust them!!"
"Horrible won't take back defective pjs one week after receiving. Won't help at all. Said they can't do anything because I used a merch credit. "
"They have completely ruined a surprise for our Grandmother!
Do not trust them to deliver.
"I still haven't received my order, which has been delayed and did not notify me that this was not in stock., and I am never ordering from this company again!"
"I am a long time Soft Surroundings customer. I used to love their products and never minded calling customer service. They answered the phone on 2-3 rings and were so friendly and accommodating. This was while Robin Sheldon was president. I never had a problem until..... about two years ago. I noticed that the quality of fabric was declining yet prices continued to increase, so I didn't order so much. But recently I noticed that customer service had become just about non-existent. It was almost as if it had been contracted out to a phone answering service because the people who answer the phone are clueless, don't know the products, and don't listen.
The icing on the cake was a gorgeous tunic my sister has purchased for my birthday, that I had to return for a smaller size. I packed it up with her order slip and gave instructions that this is an exchange and to ship to my address. (both my sister and I have SS accounts). A month goes by and I hear nothing. So I called and was put on hold.... holding.... holding.... I finally get somebody who tells me the tunic isn't available and they were sending a gift certificate. OK. A few days later I get an email saying that they are ready to ship product but need my credit card#. Which is it - a gift certificate or a tunic? I call and they want my cc# and I tell them there should be no additional charges for this transaction. I ask them how much they wanted to charge but they couldn't tell me. In WHAT WORLD do you ask for somebody's credit card and not tell them how much you're going to charge them? I told them again NO WAY and this is a really bad business practice. So I ask for the manager. She was as helpless as her employee. Now they have to escalate to accounting to find out how much $$ they think I owe them. I should hear back in 24-48 business hours. And I still have no tunic. The sad thing is that I went online to SS, plugged in the order # and got the $amount right away. SS is double dipping."
"I order alot online..SS double charged my debit card and couldn't care less about THEIR mistake...cost me overdraft charges...NEVER BUY FROM THEM !"
"When you order online, many times the item you want is discontinued or not in your size (only available in 1 specific size). The items that I have received are nice, but considering the wait time and the availability of items, it is not worth your while. You can get the same quality from somewhere that has their online process together. "
"I still haven't received my order, which has been delayed 4 times, and I am starting to believe I might not ever receive it. I will not buy from this company again."
"I orded a blouse on April 22 and Soft Surroundings sent an email saying "Yay-we got our order!" They DID NOT tell me the item was on backorder and ask if I still wanted it--as good online retailers do. I assumed everything was OK. Now I find out from there website that I won't get the item until JULY! This is not acceptable customer service. Their styles are cute, but their customer service is not good and so I need to stop their catalogs from coming to my house . Another complaint: their outlet coupons are useless also because nothing ever is available. I'm beginning to think of it as a bait-and-switch company."
"I've ordered several tops from Soft Surrounding. When they first come, I think they're really cute and comfy, but then I wash them and my opinion goes down to awful. The fabric doesn't hold up and starts balling up more and more. A cute t-shirt may cost 80 bucks when in fact it's not worth anymore than you'd pay for a Walmart shirt, maybe 15? "
"I had been a SS shopper for several years and even paid the ridiculous shipping fees to receive merchandise as well and to send things back. I liked the styles and the quality. About two years ago, that all changed. The design concepts are still good, but the execution is way below my standards...button holes that are too small, piling on the clothes, hems that fall out,fraying seams, etc. The fabrics are not of the same quality as they used to be...not by a long shot. The attitude in customer service is so poor that I am done with SS! I am a small petite, so finding clothes in stores is challenging and I shop mostly online. Why would I pay for shipping when so many vendors do not charge for it, nor do they charge for returns. It's really too bad, as I used to spend a lot of money at SS online and occasionally in the store. "
"Ordered pair of pants in February, just received them this is June. Ordered thongs with jewels, 40% of stones fell out in the two times I wore them. Daughter give me Gift Certificates to this store, so trying to use them up or give away and will definitely tell them no more Gift Cards to this store"
"I placed an order for 7 items, totaling almost $600. They charged almost $30 for shipping. All would have fit in one box; they shipped in two packages. When weighing the items, and sizing the box, the charges were excessive. This was shipped ground, no express service. Am in business and ship out a lot.
I returned one item, which they received on 3/9/17. To date, 3/16/17, my account has NOT been credited. That is very slow when compared to industry leaders like Chicos.
I do not expect to ever use this company again."