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Soft Surroundings

Complaints

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

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Soft Surroundings has 2 locations, listed below.

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    Customer Complaints Summary

    • 83 total complaints in the last 3 years.
    • 60 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/28/2025

      Type:Billing 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.
      An unusual charge from Soft Surroundings appeared on my credit card statement and my ****** account for $274.48 on 12/27/24. I have been a customer of ********************** for many years so I have several charges on my account that were placed by me. When I first contacted the company about this I was told that an order went out and charged to me but was returned to SS warehouse. The *** told me what was in the order and I told her it was not mine nor did I receive anything that was supposed to be in this order. Again, this was not an order placed by me. I was told then and on two more subsequent calls that my ****** account would be credited back. I called again, now the 4th time and was told they dont see any order from me for that amount. I do have copies of both ****** and my credit card statement showing that exact withdrawal from my account and no credit back. The last *** I talked to acted like I was lying. I asked my husband, who is a retired attorney, to talk to the ***. He asked for a legal department or their attorney or a supervisor (we both asked for a supervisor several times) and was denied or lied to. I then went to ****** and was told since I have other transactions to SS on my account they were going to assume this transaction was correct. They decided this within seconds of me submitting on their app. My husband says to sue would cost me more. You are my only recourse for recovery of my money. I researched online and found SS filed for chapter 11 in 12/23 and was taken over by Coldwater Creek but still operating under Soft Surroundings name. I tried to contact them online. I submitted all the details and then was asked for a credit card for a $1 refundable fee. I did not do that. Obviously I will no longer do business with Soft Surroundings or ****** due to this terrible experience. We were also told by SS that they didnt have the ability to send out confirming emails about anything period. Please help.

      Business Response

      Date: 05/01/2025

      Upon review of this order, it was returned to sender on Jan 14, 2025. Order was placed with an incorrect digit for the street address causing the return to sender and the email domain was mi-spelled causing the customer to not get notifications or an order confirmation.  A dispute has been initiated and customer has been paid out and should see her refund reflect within 3-5 business days.

      Customer Answer

      Date: 05/06/2025

      Better Business Bureau:

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

      ****** ********
    • Initial Complaint

      Date:04/18/2025

      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 placed an online order for one item on April 4, 2025. The item cost was $59.00, Tax: $6.30. Standard Shipping cost: $14.99 for a total of $80.99. I did not receive any shipping confirmation and spoke with customer service on April 12th. The customer service agent gave my an incorrect tracking number but fortunately the package arrived on April 14th. I started an online "Happy Returns" on April 16th and received an email for an approved refund totaling $54.07. My complaint is that not only was I charged an additional $9.95 for "Processing" but the original tax paid was $6.30. The refunded tax amount was $5.02. The total amount refunded was only $53.23 which doesn't even cover the cost of the item purchased. Although I understand that I am responsible for the shipping costs. I have placed a number of online orders but have never had such a disappointing experience. I believe I should be entitled a refund of $59.00 (original cost of item) plus $6.30 tax.

      Business Response

      Date: 04/21/2025

      In the event of a return original processing and shipping is non-refundable and a label fee of $9.95 is deducted as well. The item cost $59.00 + $4.18 tax= $63.18. $63.18- $9.95= $53.23 return amount.

      Shipping is also taxed and that portion is also non-refundable. Here is the link to the return policy: *************************************************************

      Customer Answer

      Date: 04/22/2025

      Better Business Bureau:

      I have reviewed and accepted the business' response regarding complaint ID ********. However I will not place any further orders with this company. 
       
      Sincerely,

      ******** **********
    • Initial Complaint

      Date:04/16/2025

      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.
      On March 19, 2025 I placed an order (#*******) online for seven items for a total of $478.39.Three items are sold as color "navy" and material "gauze." Two of those items are specifically sold as a set -- the Oceo Gauze Tunic (Style Number: 2EW85) and Oceo Gauze Wide-Leg Pants (Style Number: 2EW35) are specifically sold as a set. The "navy" is three different shades of blue and do not match. I have spent HOURS on the phone multiple times with Soft Surroundings. I have also sent MANY emails (including pictures) to ***************** Usually they don't respond. IF they do respond, they do not address the issue.After HOURS on the phone with ***************** they finally sent a replacement. They promised that the warehouse would look at the items and ensure they match. They do not.I am not paying for items that are portrayed as matching that do not match -- and my time is worthwhile. I have spent many hours trying to resolve this already with Soft Surroundings.I've tried to upload photos and even one photo is too large. I'm glad to add a pic if the size allotment can be increased. Thank you.

      Business Response

      Date: 04/22/2025

      Please accept our apologies for all of the trouble. Customer is eligible to return the items and we will email her a ***** label to ********************************** for her return.

      Customer Answer

      Date: 04/23/2025

      Complaint: 23213129

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

      Just returning the items is not sufficient.  

      I have spent HOURS on the phone and emailing with Soft Surroundings.  They ignore, do not answer the questions/issues or do not follow through with promises.  

      It is not okay to treat customers this way -- waste HOURS of their time -- and then create even more work for the customer to PRINT, PACKAGE and RETURN the items.

      This was all avoidable had Soft Surroundings had proper quality assurance and made/sent items that MATCH as they advertised and sold as a set.

      Soft Surroundings needs to please make an offer that makes sense give all the customer has gone through.  

      Thank you.


      Sincerely,

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

      Business Response

      Date: 04/30/2025

      Customer can keep or donate the items if she does not want to return them. 

      Customer Answer

      Date: 05/06/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ********.

      I remain VERY DISSATISFIED with Soft Surroundings -- with their lack of quality control, false advertising and the lack of good customer service that has required HOURS and HOURS to aim to resolve this.

      I'm beyond exhausted dealing with this issue and will close the BBB case -- not because I'm satisfied though.

      Soft Surroundings needs to be held accountable for their severe decline in their business operations. 

       
      Sincerely,

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

    • Initial Complaint

      Date:03/31/2025

      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.
      In Early February, 2025, I placed an order with 3 items. Order #*******. On February 17, I still had not received anything. I called and everything was on backorder so I CANCELLED THE ORDER. 3 days later, 1 of the items were INADVERTENTLY shipped out to me. They charged my credit card $92.95 for this 1 item.- I returned the item to them. - They refunded only $60.19 to my card. Hence, the $32.76 dispute. I DID NOT authorize a charge to my credit card after I cancelled the order 3 days before. They had no right to charge my card 3 days after cancelling. They cancelled the other 2 items within the order, proving that they knew to cancel the order. They are charging this amount for shipping , handling and returns. However, why should I pay anything when it was their fault ? I did everything correctly. They did not. I am disputing this return charge of $32.76.

      Business Response

      Date: 04/02/2025

      Please accept our apologies for thi=e inconvenience. We have issued a refund for the difference of $32.76. Please allow 3-5 business days for this to reflect to your account.
    • Initial Complaint

      Date:03/30/2025

      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 an e-gift card for my mother on her birthday *********** 11:03am (EST)Poorly written confirmation informing that I will (the sender) will receive a confirmation informing 2 hours that my item has shipped. It is actually a voucher or code. My credit card was already ********** mother (the recipient) never received her gift card voucher or code.I never received a gift card voucher or code ( I say that because their explanation was that I put my information in for the sender and recipient.I have called and so has my mother trying to get it sent. They told me her email must have been wrong. I verified it with them and it was correct. It is now March *******. I am on the phone with customer service. The woman was rude and talks over me rather than listening and resolve this issue. I have been on the phone with them (live or on hold for 55 minutes.All the supervisors are in a supervisor meeting. Again no assistance to get resolved.I was told that the new code would be sent as soon as possible. Both my mother and myself have been checking our email and junk every 5 minutes or so.

      Business Response

      Date: 04/01/2025

      Please accept our apologies for all of your trouble. The Gift Certificate is still valid, and I will type email the code to ******************** to get it to you.
    • Initial Complaint

      Date:03/28/2025

      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 noted the sales price for this dress and based on the way the discounted price is listed when you select any color, I assumed this price was for any color dress. But when I add it to my cart, it goes in at full price. I called to ask how to make this work and the ** *** told me only the raspberry color was discounted. But I said it shows the discount price no matter which color you select therefore, this is false advertising. I asked to speak to a supervisor and was disconnected.

      Business Response

      Date: 04/01/2025

      Our discounted color options are listed separately from the full price color options and the associated price is listed above the color option and not below. I have attached a screenshot of the one provided by the customer circling where it lists those correct prices and how the black s not a sale option.
    • Initial Complaint

      Date:03/11/2025

      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 purchased a $200 gift card at the Soft Surroundings store before they closed and the store associate never told me that the stores would be closing and never mentioned anything about not being able to use this gift card to make a purchase online. The gift card itself says "this gift card is redeemable for purchases at any Soft Surroundings store, Soft Surroundings catalog, **************************, or Soft Surroundings outlet". I recently attempted to use my gift card online and the site said that the code was invalid. I called **************** and they told me that I could not use the store gift card any longer because they had moved to a new gift card system after the store locations closed. I would like Soft Surroundings to reissue me a new gift card for $200 that is compatible with the new gift card system.

      Business Response

      Date: 03/13/2025

      We have contacted and left voice mail at the phone number provided to ask for more information regarding the gift certificate number.

      Business Response

      Date: 03/13/2025

      My apologies, I failed to notice the photos of that Gift Certificate information. I have located the Gift certificate, and we can reissue it for the customer. Will still need more information about where to email the new one to.

      Business Response

      Date: 03/18/2025

      We have been in contact with the customer and have resolved the issue.

      Customer Answer

      Date: 03/19/2025

      Better Business Bureau:

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

      ****** ******
    • Initial Complaint

      Date:03/09/2025

      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 have loved Soft Surroundings for a while now, but don't think I'll ever order online from them again. I placed an order for a knit top on 1/13/25 and nearly two months later still haven't received it. I've contacted the company four times - twice by email and twice by phone - and keep getting the same response. The first time I was told it was on backorder but would be in stock and shipped by early Feb. Okay, no problem with me. The other three times I keep being told it is in process of being shipped and I should receive a tracking number within the next few days. I never do. Today (3/9/25) I was told the same thing, and asked to cancel the order. They told me they couldn't do that because it was being shipped, but gave me a code for a free return. I asked what happens if again I don't receive it and they said to call back. This is horrible customer service. If after two months I don't receive an item, the order should absolutely be able to be cancelled. The event I needed it for has long since passed.

      Business Response

      Date: 03/13/2025

      Please accept our apologize for this inconvenience. We have canceled the order 1340668.

      Customer Answer

      Date: 03/14/2025

      Better Business Bureau:

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

      ****** *******
    • Initial Complaint

      Date:02/26/2025

      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.
      January 27th 2025 placed an on line order for 5 pieces of clothing. I was notified by email that my order was being shipped on 01/28/25. I received my order on 2/5/25 , after opening the package I found I was missing two pieces of clothing. (A cami top and a cardigan) I logged onto my Soft Surrounding account and found two items from my order were not shipped and no information or shipping tracking number. I emailed customer service 2/12 and I received this answer by email from customer service. { We would like to inform you that the item you ordered, with reference number 2GD59 Baroque *********** is currently on backorder. We expect to ship the item within the late part of February. For item 2GU83 Moxie Jacquard Cardigan, we expect to ship the item within the middle part of February and will promptly notify you by email as soon as it is shipped.}It is now 2/26 and there is no notification or tracking numbers in my account showing or proving these two items have been shipped.Over the past month my ****** account keeps getting charges from Soft surrounding but they are not being approved by ******. There is another charge right now pending for $172.36 I emailed again yesterday to soft surrounding asking them to cancel the unshipped items from my order as there has been no updates or tracking information. I needed these clothes for a corporate function and I was forced to go elsewhere to purchase new clothing. I never got a reply from yesterdays email so I emailed the customer service again today. Todays email response states that they will not cancel my unshipped items. This is the answer -{We acknowledge your request to modify your order *******. However, we regret to inform you that we are unable to make any changes to the order at this time. Our team strives to process orders promptly, and your order has already been processed, making it inaccessible for cancellation or modification.} This is unacceptable for items that have not been shipped!!

      Business Response

      Date: 03/04/2025

      Upon review of this order, item 2GU83 has shipped with tracking UPS 92612903104025543402799786, we are unable to cancel this item. We have canceled the item 2GD59 Baroque Top and Cami from the order. Our apologies for the mis-information.

      Customer Answer

      Date: 03/05/2025

      Better Business Bureau:

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

      ******** ******
    • Initial Complaint

      Date:02/13/2025

      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.
      Ordered 5 items totaling $389 on January 15, 2025. I called January 31 because nothing was shipped to me. They said 4 items would ship the next day and take 7-10 business days to arrive. One item would ship in early April. Nothing came so I called again today, February 13, and was told the ENTIRE ORDER is back ordered and 4 items will ship the middle of the month and one still in April. I got another catalog showing these very items - yet they do NOT have any of it in stock. They should say in the catalog that shipping will take 5-6 weeks! I think 5-6 weeks and more for delivery time for current catalog items is unacceptable.

      Business Response

      Date: 02/20/2025

      Upon review of this order, all items have shipped with the exception of the ********* ****** ***** Jacket which has an expected ship date of 04/09/2025. The items that have shipped can be tracked at *********** with tracking numbers 1ZJ72R100337074174 and 1ZX8R171YW91236573

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