Complaints

This profile includes complaints for Soft Surroundings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Soft Surroundings

  12647 Olive Blvd Ste 300 Saint Louis, MO 63141

  
• 

  Soft Surroundings

  33 The Boulevard Saint Louis Saint Louis, MO 63117-1118

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased blouse. The one I received does not look like the one on their website. The one I received has white faded stripes. I dont want to pay $9.95 to return it.

  

  Business Response

  Date: 06/17/2025

  Customer received the correct top. The photo provided and the photo on the site if zoomed in has the faded look on the pleats. If customer is needing further assistance with her return, we can be contacted at 1-800-240-7076.

• Initial Complaint

  Date:06/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been charging my ****** account $18.12 a month even though I reported to ****** on February 9, 2025, and this account was supposably inactivated on February 9, 2025. I was charged $18.12 a month since then. I called the numbered listed for this account in question and it was not the company listed. I reached out to ****** and there is no one to speak with, it's all AI technology.

  

  Business Response

  Date: 06/12/2025

  Customer opted in our Rewards Program during the checkout process resulting in monthly charges after a 30-day free trial. Attached is how the offer appears after checkout, where the customer accepted the offer. Here is the link to that program info and contact information to be removed and refunded: *******************************************************

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered 3 items on 4/22/25. Received 3 items on 4/29/25. Returned 2 items on 5/1/25 using a prepaid label: ******* Dress, Style Number: 2EE248111220 and ****** Wrap Dress, Style Number: 2FG368107220 Return express code: HRFS2WFG On 5/14/25, received email notification from "Happy Returns" that "Return HRFS2WFG is approved."As of June 2, 2025, have not received credit on credit card for the above 2 items. Have called customer service twice for clarification. Each time they say they are crediting my account, but I have yet to see a refund for the 2 items above. I would also like credit for the prepaid return shipping cost due the time and effort I've put in to receive a refund for the 2 items returned.

  

  Business Response

  Date: 06/09/2025

  The refunds have been paid out on this order. $71.20 was paid out on 6/6/2025 for the ****** Wrap Dress. The ******* Dress refund of $79.20 paid out on 6/6/2025. Please accept our apologies for the inconvenience this may have caused.

  Customer Answer

  Date: 06/10/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I am disappointed that it took 2 phone calls, a complaint to the BBB, and an additional email before my refund was processed.
   
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:05/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 1/26/25, was shipped on 3/20/25. Received someone elses order, not the dress I ordered, as reflected by different name and address on packing list. Contacted merchant and told them problem. No resolution so packed up wrong item and shipped back to vendor. Kept emailing them about my credit but no response except offering me a future 25% credit, when there is no way I will be ordering from them again. I want my money back, please.

  

  Business Response

  Date: 05/30/2025

  Please accept our apologies for the inconvenience. We see that the order has a return started on it but we have reached out to customer by email for additional information to get the refund completed. If the customer could please respond and we can get this resolved. 

  Customer Answer

  Date: 06/06/2025

  Hello,

  I have opened a case with **************** which is the credit card I used for this transaction, through ******. **** is trying to resolve this and meanwhile has suspended the charge for the item I returned to Soft Surroundings. I have not yet heard back from **** about whether they have successfully resolved this. The only recent email I have received from Soft Surroundings said they wanted me to call them, which I am not planning to do, as I want all correspondence on this matter to be in writing. 
  

  Sincerely yours,

  ******* ********

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 items on 3/20/2025 order #*******, returned on 3/25/2025, was told refund may take ***** days, called on 4/4/2025 checking for refund was told will get refund in 4-14 days, no refund came, called again on 5/09/2025 was told will get refund in 4-5days, again no refund, called again on 5/19/2025 was told will get refund in 3-4 days, as of today 5/23/2025 no refund! I am owed $117.60.The 2 items are PRIYA KNIT LACE TUNIC #2GE78 BAR HARBOR SWEATER YUNIC #2GU00 Any help to resolve this problem will be greatly appreciated. Thank you,***** ****

  

  Business Response

  Date: 05/27/2025

  Please accept our apologies for all of the inconvenience. We have posted the refund to your account. 

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an elderly person who has ordered from this company on several occasions. I am very satisfied with their product. However recently the person who pays my **** bill question me about a charge. They only brought it to my attention because it was the same amount every month. I called the company and they said they would take me off of their rewards program, which I dont remember signing up for, but could not reimburse me my money! Dont expect to get money back, but want other people to be aware.

  

  Business Response

  Date: 05/27/2025

  Customer opted in our Rewards Program during the checkout process resulting in monthly charges after a 30-day free trial. We will make the refund request on this customers behalf.

• Initial Complaint

  Date:05/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "Happy Refund" policy advertised is anything but consumer-friendly or satisfactory. I paid $108.99 for two products and Soft Surroundings will only reimburse me for $66.34 Returns processing fee of $9.95, and any applicable sales tax will be deducted from the refund on your original method of payment - They've made other "adjustments" to the refund that are not included in this refund policy and are in addition to the shipping fee of 9.95. There's no explanation regarding the "Adjustments" and they're charging it agst both products even though they were shipped togetther.Taxes and Adjustments ****** USD Processing fee ***** USD ************************** Return Policy We want you to be 100% satisfied with your purchase. Our products are designed with care to meet our quality standards and your quality expectations. If for any reason you are not happy with your purchase, Soft Surroundings will accept returns and exchanges within 60 days of purchase with a valid receipt. Shipping and handling fees are non-refundable.

  

  Business Response

  Date: 05/13/2025

  Upon review of this order, customer applied a 30% promo to her order and it discounted $32.70. Customer was charged $76.29 for this order after the discount. The "adjustments" shown on the return portal is accounting for discounts that were applied at the time of purchase.  I have provided a screenshot of the breakdown.

• Initial Complaint

  Date:05/06/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 2 items from an order on April 12, 2025. **** tracking shows was delivered to SS. Tracking #**********************. Today is May ******. Have called company several times about my refund. Lady is very rude, sounds shady and like she does not care!!When ask to speak with supervisor, said they were in a meeting!??My refund after deductions is shown to be $82.30. Company is Soft Surroundings .

  

  Business Response

  Date: 05/07/2025

  Upon review of the order, we have started the refund on the 2 ******* Textured Tunics in ******** and **** of ******. Please allow 3-5 business days for the refund to reflect to the account.

  Customer Answer

  Date: 05/08/2025

  I am satisfied with their response if they follow through and I get my refund. 

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  30 April 2025 Better Business Bureau,Thank you for your good work.On 5 Feb 2025, I made a purchase from Soft Surroundings, a company I had found honorable for many years. On this occasion, when I proceeded to pay, I encountered a statement that I qualified for free shipping. I followed the link, finding an offer for me to pay $16.99 per month to Soft Surroundings for vague Loyalty Rewards offerings. It was difficult to exit without paying, but I exited the site.I went back to my cart to pay for purchases and shipping in full. I did receive all of my purchases.On 16 April 2025, examining my BOA credit card statement, I spotted two $16.99 charges from Soft Surroundings Loyalty, one on 07 March and one on 07 April.I called Soft Surroundings and encountered difficulty getting in touch with a responsible representative. The initial response from a person was a suggestion that I had signed up for the Loyalty Program by accident. (I can imagine the dollars involved with customers having their credit card numbers hijacked by Soft Surroundings, the way mine was). I did not sign up by accident. I did finally speak with someone that promised me both charges would be refunded within 5 days.I tracked my BOA credit card activity without seeing a refund for 11 days. I called again, getting no answer at all. I drafted a statement which I submitted to the ** website, online. I informed them that I would wait two days before filing a complaint with BBB.Thank you for working with my complaint. I have received no refund, and I have had no contact from Soft Surroundings.I hope you can help me resolve the problem. My thinking is that because the fraudulent activity is online, that I should probably complain to *** as well. Soft Surroundings regularly advertises to my email in the Yahoo site. However, the offer for free shipping on their website, at the point of a purchase I pursued, unsolicited, was the contact leading to fraud.Sincerely,*** ******* *******************

  

  Business Response

  Date: 05/06/2025

  We have made the request to remove the customer from the program and her refund has been started on 5/5/25 for $33.98

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a $100 gift card that cannot be used because Soft Surroundings changed their computer system. In Feb'25 I called **************** at least 6 times and was assured I would receive a replacement. March 13th I emailed **************** Supervisor ******* ******* and attached a copy of the gift card requesting a replacement. On March 17 I rec'd an email from **** stating that a card would be reissued in ***** hours. I emailed again on March 20 and 23rd. On March 30th **** responded stating that the card was reissued and sent to the intended recipient. I replied that this intended recipient has not received the card.... please confirm to where it was emailed. I have not received a response or the $100 replacement gift card. Please help!!

  

  Business Response

  Date: 05/01/2025

  Upon review, we issued the replacement gift certificate on Feb 7, 2025. Please accept our apologies for the inconvenience. You have been emailed your gift certificate number today 5/1/2025 and it has the original balance of $88.95 which was the balance at the time the request was made.

  Customer Answer

  Date: 05/05/2025

  Complaint: 23270726
  
  I have reviewed the business' response and am rejecting it because: 

  In all of my phone calls and correspondence, I was never told that an email was sent on February 7th with a replacement gift card number. I did not receive that email.

  I did notice that Soft Surroundings added a number to the end of the subject of my email: Unused Soft Surroundings $100 Gift Card Needs Replacement/Updated Number - [XBG-GMXZC-575]. This number was not accepted when I tried to order online.

  For months I have been told that I will receive a new number and then on 3/30 **** wrote that a card was sent to intended recipient. I am the intended recipient and I have NOT received the replacement number. I replied with a request to confirm the email address and a response has not been received.

  I am respectfully requesting the replacement number for the gift card in my possession. I have an order sitting online that I would like to place.

  Sincerely,

  
  ********* *******

  

  Business Response

  Date: 05/06/2025

  We have emailed the gift certificate number again to the customer from another email domain to the email ************************* Customer is welcome to respond to that email to confirm receipt.

  Customer Answer

  Date: 05/07/2025

  Complaint: 23270726
  
  I have reviewed the business' response and am rejecting it because:
  
  I did receive the replacement number and replied with a thank you! However in my reply I asked why the card is not the full value of $100.  Why it is short $11.05?
  
  Sincerely,
  
  ********* *******