Soft Surroundings Avis 

Absolutely horrible customer service. Seems like nobody is home or checking emails, chats etc. I have been trying to purchase for two weeks but the check out does not acknowledge the discount that was promoted and even sent to me the day I tried to order. I have written, sent screen shots and have been mostly ignored except for one form letter response that they would get back which they never did. I used to be a good customer. I have no confidence in them now.

I placed an order using PayPal as the payment source with the split payment option. After verifying the approval on my credit card account and completing the order, the entire purchase amount appeared on my account.

I can't even speak to the quality of the items, they've already soured me to the experience and I haven't opened the package yet.

It's tempting to dispute with PayPal since they have record of the approval in their system.

Also, knowing that this is a Coldwater Creek company, buy everything on extreme clearance becauee everything is marked up at least 3-4x retail value.

A $79 skirt I purchased began to fray after about 2 1/2 months of very gentle use and only one cold water washing. I provided pictures. Customer service replied in a timely fashion with what was essentially, a "too bad" email because it was past their 60-day limit. I expected this from Walmart, not Soft Surroundings. Very unhappy.

Do NOT purchase anything online or for that matter, in the stores. There is no way I can explain my frustration with the horrible company. I purchased 8 shirts from them and paid for expedited shipping at the beginning of May. The items came in multiple shipments, with the last one arriving in June. The first one arrived at least two weeks late. I paid for the expedited 3-day shipping because I had an event five days later. I emailed them everyday about the issue and did not get a response for weeks. I sent all the items back except two items. Now, my refund is all messed up and they just want to blame it on the bank. I doubt that very seriously. They have screwed up left, right, and center. I will never buy anything from them again. And, I believe Coldwater Creek is owned by Soft Surroundings, or vice-versa. I will never shop there either. Horrific experience. I don't know how they are still in business.

Communication is difficult to impossible due to the nlanguage barrier. I made the mistake of ordering by phone instead of online. My email address was incorrect and my name was misspelled on the shipping label. The package was sent to our delivery service but they didn’t know who to deliver it to. Fortunately when we contacted them with tracking information they were able to find the package.
When I called the corporate office in st.Louis I was re-routed to the Phillippines.
I only hope that once my dress is delivered it fit’s because it will be hell to return and I’ll have the pleasure of paying the postage.
This is very sad because soft surroundings was one of my favorite stores😢

I have been shopping here for several years and bought and kept a number of items. It has always bothered me that not only do they charge a lot to ship an item but you are also charged again to return any item. As if that weren't bad enough, now they also will not refund the sales tax, which happens to be against the law in Illinois where I live. So just to try an item can now cost you over
$40! I will no longer ship at Soft Surroundings. Highway robbery.

I’m still waiting on my order, even though emails said I’ve received it. No way does anything show up 2 days after ordering, unless it’s Amazon. Hopefully Soft Surroundings will make good on my order. If not, I’m out $$, and I learned a lesson.

Soft Surroundings charges $15.99 for shipping. For that amount, they should send it priority. I ordered May 28, 2025 and received it June 10, 2025. Too long for $15.99. Also no update on shipping. Only said awaiting pick up from carrier on order date. Nothing further.

The first time I ordered from Soft Surroundings, I did not receive my order. After complaining, the item was finally received, two months late. They had no record of my original order! On my second attempt to transact with this entity, I had received an offer of 20% off plus free shipping. But the promo code did not allow me to obtain free shipping ($14!), so I called customer service. The unapologetic rep was unable to fix the situation and told me to write an email to get help (I know, right?!). I wrote four emails to customer service. I eventually did get one -boilerplate- response which advised me to call customer service, which I had repeatedly informed them had not worked. The email "response" looked like it was generated by a bot. I truly believe that this is a skeletal front and not an actual business. There is no professionalism, cordiality, or the slightest interest in providing the services and goods it fraudulently advertises to attract customers. A scam, right?

What century is this? I paid for overnight shipping and 1 week later my item hasn’t even been shipped. Disappointing in so many ways.

So probably 6 or 7 years ago I bought this top and asked about the item being re upped as a selection. I opened the website and lo and behold they did . My favorite top with jeans and it has held up over the years . I totally recommend this but wish they had more variety. Thank you . I want to show you my top as compared to my new item . I am so impressed!!!

They’re horrible! If you return an item, they don’t refund the shipping or taxes you paid. That’s just wrong—it’s pretty much theft.

Needed to return one item, big hassle with customer service. They received my return package but I am still waiting for my refund. It's been 4 weeks now.

I like Soft Surroundings style, but their shipping is horrendous. They cannot be trusted to get anything out on time, or to alert you about delays. This is the second time I've had to cancel an order because of this. Fool me once... I guess they fooled me again. No more ordering without a guarantee of delivery date.

I have spent thousands of dollars with Soft Surroundings over many years. I expected the same quality and service when I purchased from them online. Boy was I wrong! I ordered $1,000 dollars of clothes from them 5 weeks before a cruise. All of the items showed to be in stock and showed estimated delivery dates within 5-10 days with free returns within 60 days. Exactly two items arrived before my cruise. Four months later items are still dribbling in. When I went online to return the last two items only to find that there is a $9.95 shipping fee PLUS applicable taxes of $58.00. What tax is due on items that are being returned? When I contacted customer service their response was "the dates are estimated" and no clear explanation of what "applicable taxes" actually entailed. Unfortunate to say that this once loyal customer is forever gone and will tell as many people as possible, "this is not the Soft Surroundings you know and love, don't order from this business."

I love their clothes but I just cancelled a $250 order today because their shipping process is so dismal. I have had constant issues with delays in shipping and poor communication. I placed an order and paid for 3 day shipping. 12 days later-nothing. I will not be placing any further orders with them.

Do not order from this company. I ordered a pair of pants and they sent the wrong size. They wanted to charge me for the return when it was their mistake. $60 wasted. What a scam!

I ordered a pair of earrings from this company and they shipped them in a thin, plastic envelope with no padding. Predictably, the earrings arrived damaged. Both of them were bent. I emailed them stating that I would be returning them because they are damaged and that I did not want to pay a return processing fee.

When I returned them they refunded me the purchase price... minus a return processing fee that was actually HIGHER than what they state on their website. This was a small purchase so the return processing fee was almost 50% of the purchase price!

DO NOT BUY from this company. They will send you shoddy product, poorly packaged and if you try to send it back they will charge you for avoidable damage. They are trying to make money from thin air.

The return policy is ridiculous! After all was said and done, I only received a fraction of what it cost me for items I will never wear. I was charged a return fee as well as the shipping fee. I will never order from them again!

Purchased a bunch of clothes for my mother in law. Sizing was inconsistent, expensive to return and refund values were not accurate. Not worth the hassle. Will not be shopping here again.