Soft Surroundings Avis 

Good luck everyone getting your money back for a return. You will be lied to by people who barely speak English.
Don’t order from them. This is not the same company it once was.

Wanted to be taken off of mailing list. Customer service person didn't speak English and/or was illiterate. I had to hang up and call back to speak to someone else. I'm not sure how I got on their mailing list. If I ever bought something from them it was years ago. Second customer service person helped me but giving my customer #, name and address wasn't enough, he wanted my email address??

Update: Shipment never went out overnight. They shipped it ground. HORRIBLE CUSTOMER SERVICE!!!!! I will never order from SS again!!!!

Paid extra for overnight shipping. Called this morning because the web site said the order was still being processed. I was told that it would go out today. It did not go out today. Customer services has been horrible!!!!!

Horrible experience / paid $20 to get a gift to my Mom on time! Week later still not there - dealing with customer service nightmare! Oh and getting my shipping money paid reimbursed so far unsuccessful due to time on phone etc.

Wanted to buy some items and use the discount code from there catalog and told it doesn't exits. Called customer and told it expired the day before. I ordered in Nov catalog. It's a rip off

I am trying to return an item and they not only charged me $15.99 for shipping initially, they are going to charge me another $9.95 without refunding the intial $15.99. That means that I am essentially paying $26.00 for and item that I am not keeping and which I only paid $44.00 from the beginning. Their return policy is a rip off and I will never buy from them again!

I know Soft Surroundings has gone through some hard times but their level of customer service keeping dropping. Their policy is that you have to pay $9.95 to exchange the exact same item for a different size. So, I am going to pay the same amount to return it instead (their loss). I am finished with stores that want to be virtual but penalize customers who follow on-line guidance and still get something that doesn't fit. UNSUBSCRIBE!

Absolutely the poorest customer service experience. Their phone lines for customer service constantly disconnect, to receive a return shipping label (because their website is always down) is practically impossible, and to receive credit for an item that they have had for over 4 weeks in their hands to process is the poorest of all customer service experience I have ever had in women’s retail online shopping.

Beware of this company. I ordered an item online and then suddenly saw a charge for $16.99 for soft surrounding loyalty. When I called about it, they said that it was a monthly fee to be a member. I never signed up for it and luckily I saw it otherwise I would have been billed $16.99 every month. Please watch for this. I don’t think I will ever shop at the store again. The response was that I opted in on this in order to get free shipping! All it said was get free shipping by opting on for text messages NOT a $16.99 monthly fee! Who in the right mind would do that? More expensive than a Costco membership!

I have been waiting for 2 weeks for a refund. The company just told me that it will be another 2 weeks. One month is inexcusable

This company is not the same company from years ago. The quality has gone downhill. They rip you off on returns. Even when given a discount, after returns they take an extra 20-25% on top of that (not just the shipping label). Their customer service is HORRIBLE! While most are nice, they are incompetent. They tell you they will cancel items, and never do. When it shows up;, they do not know hot to process the return because it is showing as not shipped (when I received the item a week previously). They continually put you on hold to try to fix things, and it never gets fixed and tell you to call back when there is a supervisor. I used to shop here regularly, but I AM GONE FOREVER! Don't waste your time and money! This has been a recurring problem for the past few years!

I wish I had read the reviews before I purchased from Soft Surroundings! They try in every way to steal your money from you. First, they signed me up for their "rewards" program which I didn't agree to for $30. Now, I need to return an item because the fabric is so cheap and they want to refund half of what I paid for it! Never, ever will I purchase from them again. If I could give them zero stars, I certainly would! Go somewhere else!

I ordered over $600 in merchandise on Sept. 15th. The items were charged to my credit card on the 17th and shipped via USPS on the 18th. The tracking number showed the shipment went "dark" after Sept. 26th. Multiple calls to customer service were not informative or solution oriented. I was told to wait. I then used the chat feature on the web site and was told the shipment was indeed "lost" and to call customer service for a refund. Customer service gave me the run around yet again and was not willing to confirm in writing that I requested the refund, they won't email, nothing. My two emails to the customer service email have gone unanswered. My credit card company tells me it is between the merchant and me as I ordered the items, they can't help. This is FRAUD and unacceptable. I have now contacted the Better Business Bureau to help with a resolution. These people at Soft Surroundings are crooks and do not care about their customers. Don't buy from this merchant!

Very disappointed, I ordered 2 pairs of pants. One was discontinued and I was still charged for it. No notice or email, to let me know. They just kept my money. Do not order from this place.

I placed an order weeks ago for 2 items. The website showed a tracking number which did not work. I emailed customer service and did not receive a response. I received 1 of the 2 items and an email from customer service stating my entire order was shipped and delivered. I called customer service and was told the entire order was delivered. After arguing with the agent, I was finally told the one item not received is on backorder.

Soft Surroundings refund policy not honored, not reliable. Received item in July and immediately tried to return. Took 4 phone calls just to get a shipping label. Returned July 24 but no refund. Agents denied receiving item despite FedEx receipt. Almost 2 months and many calls later, admitted receipt and promised refund, but didn’t do so. Only provided refund after filing dispute with Credit Card company.

Today, in a second phone call to the Soft Surroundings refund line, I heard more bad news. They still have not fully processed a return from 30 days ago and might get me money in 3-5 more banking days. They are blaming "system change"; more likely, there is no cash to make the refunds or no people to work them. Then, for another return, they said they could only issue return forms by email/phone request, but there would be extensive delay in processing any new returns they receive. They are tying up hundreds of dollars right now and are unsure when I will get the refund. Lesson: Do NOT order anything from Soft Surroundings right now if you ever think you might have to return. The company has become disabled, yet I get frequent mailings from them soliciting more orders. BEWARE!

Ordered two items in mid- August. Both were terrible quality, and there was no rhyme or reason to the sizing. Returned both using the FedEx option almost immediately and am still waiting for my refund to post to my credit card. I have called several times and have been given various excuses. Will never order from them again.

I ordered from soft surroundings. A beautiful jumpsuit and have never received it. I cannot reach anyone and it has never been shipped. And I can't even get anyone to answer an email.

I'd give them a zero if I could. I got my order in a timely manner. The items were too small and I wanted to exchange for the next size up. But no. they don't do exchanges. I have to return the package and order anew. This, after they deduct over $30 from my return. I know about the $9.95 shipping. But WTH!? Not even sure what else I'm being charged for. After spending thousands of dollars at their main street stores, I WILL NOT ORDER AGAIN FROM SOFT SURROUNDINGS.