Soft Surroundings Avis 

The quality of your product has fallen so badly, I will never shop with you again. You were one of the few high-end catalogs that still existed & now you are gone!!!

Ordered 2 items. One had poor workmanship (tassles on the neckline of a dress were not spaced equally on both sides). Shoes on photo in catalog I ordered were different than the ones received (if I didn't already own a couple of pairs of the shoes shown in the photo, I might not have realized they were the wrong ones; they were similar enough that I believe there was deception and not just a mistake). Very disappointed and unlikely to purchase from this company again...seems like there must be new owners who don't have the same care.

I am livid with this company. Not only has the quality gone down significantly, the customer service is atrocious.

The last straw is the gift card I received for $200 6 months ago. All of the items in my order, which I added additional money to the purchase, wee out of stock. After waiting almost 2-3 months to receive it I finally called. The agents I spoke to would not refund the gift card. I attempted to make another purchase, card number no longer worked. After several calls and several bogus numbers given to me for a gift card, I finally got one that worked. I made a purchase , no compensation had to pay shipping and no coupon for compensation.

One of the two items came, the other on back order. I called several times and finally cancelled the item on back order now $100 is still in their hands and gift card number no longer works again.

Also, only two agents who change their name every time you call. When you call them on it they say yes ma’am. Over called three times today, no avail. Going to report them to the BBB and call credit card co and claim fraud. They have gone downhill and no longer trust this company.

Apparently back in 2024 when I made my only online purchase with softsurroundings I signed up for a trial "rewards" program. Well that program cost $16.99 a month and they never send you any communications about it - just take your money! BUYER BEWARE.

I ordered a dress from Soft Surroundings. I was informed they no longer had the size I needed. I figured that was that and didn't plan on getting the dress after all. I was later sent the dress in the new size without my reordering. My request was for a return and a refund - INCLUDING the postage of nearly $10 to return it. I was informed that was my responsibiility. I had not been toldany thing about back orders or whether they would receive more inventory to send me the dress. It would be an easy thing for them to send me a prepaid mailing label for the return mailing fee. I asked to speak to a supervisor, was told I was being transferred to Customer Service, and was hung up on. Unfortunately,this lack of communication and the general lack of helpfulness will cause me to forego ordering anything else from this company.

Placed a $900 order and waited over a month for my order. I called the service center and was told that they cancelled my order. (Verification process not complete.) Horrible customer service and no emails or helpful support from them. Will not recommend any purchase from this company.

I ordered one thing from them, a jacket. I did not like the jacket, but it was on sale, so I couldn't return it. I thought a lot of the things on their website was nice, so I signed up for their mailing catalogue, no big deal, right? Well, once I realized I didn't actually like their customer service or their products, I contacted them to remove me from the list. I have been doing so repeatedly for over a year and they keep saying that they will, but they never do. I have moved now, and I really hope that 30th time's the charm because I feel so bad about burdening someone else with this junk mail and I don't want my full name to be given to strangers, but I do not have high hopes. This company is garbage and I hope they go out of business. The way they do things feels like how scams operate.

Be aware their return policy requires that you return within 60 days of the order date, not the delivery date. And they will not budge on this. It's my fault for not paying close attention but don't plan to order anymore from here as I'm now out several hundred dollars.

I LOVE the clothes and Soft Surroundings could be my "go to" for most of my clothes. But! Shipping costs for both receiving and returning make it prohibitive.

I’ve purchased a few things from SS. I haven’t had the shipping issues everyone seems to have, but but I brought my $100+ pants on vacation and after two hours of wear, I sat down and the fabric split right across the bum. I had to throw them away. I bought an $11 skirt at a thrift store that was better quality. Will never buy again.

Buyer beware. Made my first and last purchase. I Needed to make an exchange, I explicitly asked if there was a fee, they said no, and when I was looking at my account they charged around $10 for exchange. I explicitly asked this question. Then, I talked to another representative, they apologized and said I’d be refunded. I never received the refund, they say they are a US based company, but their call center is completely off short, and it’s hard to understand them. Still waiting on this phantom refund from third call rep.

I first purchased from Soft Surroundings in 2012 for a dress to wear to my daughter’s wedding. I was very pleased with the dress and experience with Soft Surroundings at that time. Many years passed and I didn’t order again until last year. I purchased several times and was pleased with the items and service. I don’t know what has happened to this company but it now appears to be a disaster; at least concerning customer service. I placed an order in February, and due to more than a month of delays with no proactive communication as to why, (I had to repeatedly reach out to ask and was told items were back ordered. Three different dates were given and they all passed without communication from customer service.) Finally, out of frustration, I canceled the order because the trip I had hoped to take the dresses on, came and went. In April, I decided to try again thinking maybe it was a temporary problem that was now resolved, since one of the excuses for back orders and delays was, “moving to a new warehouse.” I placed an order in April for two dresses with the expected shipping date April 10. When the items did not ship in a timely manner, and no communication from customer service, I reached out and was told the dresses were now on “back order” and would ship May 1st. That date came and went with no notification of shipping or reason for further delay. I AGAIN had to reach out and was given a new date of May 8. On May 9, after still no email regarding shipping or explanation of further delays, I reached out yet again; admittedly very annoyed that customer service isn’t proactive and doesn’t provide timely updates. (Their website states they will email when items are shipped OR if there are delays…This is a lie.) No one has ever responded to my last email, so yesterday I went on their website and see that the new “expected” shipping date is June 1. I have determined to wait this out, but regretfully this will be my last order from Soft Surroundings or Coldwater Creek. Customer service seems to be nonexistent. In today’s world there are too many other options that offer better customer service and respect for their customers.

I made an online order with 7 items in February. Two items were delivered in early March. More items were delivered in April and May. I am still awaiting 3 items. Every time I called Soft Surroundings, I was told they were backordered or they will be shipped out the following Friday from the Kentucky warehouse. I encountered reps who told me they will be shipped out from the Texas warehouse which were closed. How can this business survive with conflicting info from the customer service dept and substandard inventory control. If items were in backorder for 3 months ( since February), why are they still selling on the website? My most frustrating shopping experience<

I repurchased a dress, originally bought out of last seasons catalog. This year's dress,identically made, was made of a thin, inferior fabric as compared with last years dress. It is unfortunate that you scale down on excellence in this way.

I bought a jacket and pant outfit. The jacket arrived but the pants where backordered for 4 months. I returned the jacket promptly and finally received a refund after 1 month and repeated emails and phone calls where I got canned responses and the run around. I will not to business with this company again. Too bad because I liked the products.

I just spent an hour and probably longer on the phone about my returns and each person had to put me on hold for what they call just a minute. I've never heard so many times hearing just a minute. I spent quite a lot of money on my orders and charged $19.99 each way. I like most of their clothing but their petites pants are way too long for a petite. After all of what I went through I today I won't be back. I know these companies think hiring overseas is saving them money but they are going to lose a lot of people because of this. My son dates a girl over there but she shouldn't be handling sales or billing over there. I purchased 4 items and they shipped in 2 packages and received the same day. I was billed a total of $379.28 for the items and I returned 3 items and for the 1 item I purchased they informed me that my refund was going to be $249.26 total so I am pay on the one item $130.02 for the one item that originally cost $79.95. I will never order from them again.

I had 2 orders with SOFT SURROUNDINGS. Some items were too big so I returned them. They charged a shipping fee PER ITEM and a handling fee PER ITEM. Each top was $45 plus tax that I should have been refunded. Somehow my credit to card was $35 per piece. Realizing this company now does thing however they want, unethical and shrouded in "our policy is whatever we feel it should be" I then called customer service to CANCEL all the remaining BACKORDERED items from both orders. I was assured BOTH times from the agent that they had cancelled the orders in the system. I was assured nothing would ship, and I would not be charged anything. None of this happened. Yesterday I received one of the backordered items and received an email saying the other backordered items are "on the way".
I am beyond irritated. Now if I send these back (which I will- I will NOT keep any of their items) they will refund me way less than what i paid for - even though I CANCELLED THESE already. This is a way for them to make extra money with extra charges. In the last few years their service has become awful and their practices have become downright robbery. Do not purchase from this company, take your money elsewhere. Don't place any orders because if you ever want to cancel backorders, or return items, they will refund you 1/2 of what they should. I have not seen such bad practices from an online retailer, probably ever.

For the first time I placed an order from this company. I placed my order on February as of today April I haven’t received it not even an email from the Co. I called twice and they told me it was back order until April 10, is the 17 and still nothing. If you go to their website still the item shows as available and you can order. I called again and nothing new, I’m not sure if this is a real and serious company, and prices are not affordable

I ordered a special drees for my wife for a special occasion and after 5 days it still has not shipped! I contacted customer service and was told it was going to would ship yesterday and as of this writing it still is not enroute. Shipping is very expensive and timeliness is a joke. Be smart spend you money elsewhere

I placed an order on 3/28/26 and received the dress on Sunday 4/5. I opened the package on Monday evening, 4/6, and immediately noticed a rip in the seam at the right hip. I loved the dress and needed it for a 4/11 event so I decided to take it to a seamstress and then call the company. I simply asked to be reimbursed for the repair the seamstress completed. They told me to return the dress. I explained I all ready wore the dress. They told me they could not help me because I should have contacted them right away and they would have gotten me a new one. I highly doubt I would have had the dress here in time. Aggravated I said thank you and let me complete the survey. He then told me to hang on while he checked with his supervisor. He came back and told me I could have my shipping reimbursed but I received the order with free shipping. He told me so sorry nothing else could be done. I completed the first 2 questions of the survey rating them a 2 on a scale of 1-5 and when the third question was asked, "How likely would you recommend someone," I answered 1 and the survey abruptly ended...hmmm
BE WARY!