Complaints
This profile includes complaints for Soft Surroundings's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:12/22/2024
Type: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 made an online order with this company on Dec 1. Several weeks had passed and I did not receive the order. I contacted them by email and the response I got was the item was on back order and was expected to ship mid December. I never received an email about any back order and here we are almost two months later and I still do not have my merchandise although the company took no time in charging me for it. The order is *******
Business Response
Date: 12/23/2024
Upon reviewing the customer's order, we confirmed the item was out of stock, and an expected ship date was provided. When the customer selected the size and color, the expected ship date of 12/27 was displayed. This information was also presented in a pop-up when the item was added to the bag and in the shopping bag before proceeding to payment. We only charge for items as they are prepared for shipment, and since the order has not yet shipped, the customer has not been charged.Customer Answer
Date: 12/24/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *********Initial Complaint
Date:12/20/2024
Type: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.
Soft Surroundings catalog order E1127580 11/06/2024, 4 items paid $146.31 ***** Slim leg pants 2GM700001215 had 1 leg almost 2 inches longer than the other. Was emailed a return label for the 1 item. Pants received 11/30/24 at their ********* facility with the return and exchange form included showing the problem. December 17 customer service advised that the credit was sent to **** the day before. Today, December 20, was advised that was incorrect. Matter must be sent to supervisor for approval and afterwards a 3 to 5 day wait to be sent to **** for $55.37 credit.Customer Answer
Date: 12/22/2024
Credit is finally pending on my **** card.Initial Complaint
Date:12/13/2024
Type: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 had a 25% off coupon when I ordered a $200 robe. So the price came down to $150. After tax + s&h, the total charge to my credit card was $171.95. I needed to EXCHANGE the size Medium for a size Small. They said I must return and reorder at original cost! After several discussions with customer service **** and me sending emails trying to explain to them their own policy and what an EXCHANGE is, they said they could send me the new size for $189 and refund me only $152.04! I never approved that transaction! Yesterday, I received the size small and my credit card was charged $189! So now I have both a size Medium and a size Small robe with a total of $369.95 charged to my card!Business Response
Date: 12/23/2024
We are very sorry for inconvenience caused to you. One of our **************** Supervisors will be reaching our shorty to ensure you are given the correct place for the replacement and assist you with a refund for the original order.Customer Answer
Date: 12/27/2024
Complaint: 22682391
I have reviewed the business' response and am rejecting it because:
I have not received a call from a service *** or any communication on how to print the return label.I am still short a minimum of $10.00 on the necessary refund.
Sincerely,
****** *****Customer Answer
Date: 12/27/2024
All I want is for a Soft Surroundings company representative (who can speak English clearly) to contact me and explain the original cost of the robe as compared to the amount they are charging for the "exchange" of the robe from a size medium to a size small.Business Response
Date: 12/31/2024
Per the customer request, we left her a voicemail with callback information. In the meantime we will correct the total on the replacement order 1246443 where she is due another $25 to make up for the original savings of $50 on the robe. The new order was mistakenly given $25 instead of 25%. Please allow 3-5 business days for the credit to reflect to your account.Initial Complaint
Date:12/09/2024
Type: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 attempted to return items in the specified time frame and printed return information but used an incorrect mail label. The amount of merchandise being returned was approximately $300, but because I used only one return label, I forfeited the return credit.I tried numerous times to resolve this issue requesting additional ************* continues to perplex me how a reputable business operation can receive merchandise in return and not contact the customer as to the problem with the return.Explanation given was refund was forfeited and merchandise returned to ************* is this not a fraudulent business practice?Business Response
Date: 12/12/2024
We apologize for the inconvenience. We have located the packages and will start the refund on the following orders and items: Please allow 3-5 business days for this to post to your account.
********* 3CY9030602
********* 3GH1161702
********* 3GI2960702
********* 3GJ9511702Customer Answer
Date: 12/20/2024
Soft Surroundings quickly resolved this issue after your contact.
For months, I had attempted resolution by telephone, email and mail correspondence without success.
Thank you
Initial Complaint
Date:12/04/2024
Type: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 received my mother-in-law about a year ago I do not have a store local to me anymore. I was looking to use the gift card online but it would not go through and kept coming back in valid when I called for help. They told me that they had a new gift card system and that they would email me a different code within 24 hours once 24 hours went by I called again And they told me that the gift card had a zero balance instead of a $50 balance so I was previously told and there was nothing that they could do to help me when I explained again that I had called on Monday 12/02/24. And just did not receive my new gift card. They told me I mustve been missed informed because my old gift card had a zero dollar balance, and refused to help me further.Business Response
Date: 12/05/2024
We are very sorry for any inconvenience caused. Upon review we do see that your gift card was reissued on 12/5/2024. The new Gift Card was created and emailed to **************************. We have resent it to the email address for you as well. The new code is 835-3P9-8M0-7TL and there is $50 on the card.
Customer Answer
Date: 12/05/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
***** ****Initial Complaint
Date:12/03/2024
Type: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.
Order date 10-26-24. Item returned by US mail and received by Soft Surroundings ************************************** on 11-8-24. Numerous phone calls followed and promises made re: refund to credit card but this still has not occurred. The company promises to refund the day item is received. Their return service Happy Returns is clueless and could not even find the order.Business Response
Date: 12/10/2024
Upon review of this order, we refunded $66 on 12/3/2024 for the return of item 2GQ09. Customer should see refund reflected to her account.Customer Answer
Date: 12/11/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
***** ********Initial Complaint
Date:12/01/2024
Type: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.
The date of the transaction was Nov. 23, 2024, with expediated 3 shipping. After 3 calls to customer service and a promise to refund shipping charges and send a tracking number, I have gotten neither, nor has the merchandise arrived. I would like a full refund. The order number is ******* . Out of 5 stars, I would give this company a 0.Business Response
Date: 12/02/2024
Upon review, the order 1187383 delivered 12/2/2024 with DHL **********************. We also refunded the customer $5 for the shipping upgrade difference, that has paid out. If customer is needing information on returns, it can be viewed here: *************************************************************Initial Complaint
Date:11/29/2024
Type: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 November ******* I purchased a shawl from Soft Surroundings for $*****. A week later instead of the shawl , I received a purple velvet dress I did not order. That day I returned the dress at *** per their instructions. They returned the ***** but not the full amount of $65.36 I do not believe that it is the customers responsibility to pay for the companys mistake or pay taxes on something I do not have. I have sent a few emails back and forth to customer service to no avail. I still have not received the full amount back nor an apology for not sending the right order. By now Soft Surrounding has the dress I didnt order back and they never sent the ordered shawl. I think keeping taxes and shipping has become a bit of a scam from the company. Sincerely ***** ***********Business Response
Date: 12/03/2024
Upon review of this order, we are working with our accounting department to get the remaining refund of $21.49 paid out. We will contact customer once this is completed.Customer Answer
Date: 12/04/2024
Thank you. I am receiving the refund tomorrow.
***** ***********
Initial Complaint
Date:11/24/2024
Type: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 with Soft Surroundings October 22, 2024. The amount of the purchase was $198.97. The items did not fit, so I returned the order the beginning of November for a refund. The order was confirmed to have arrived to the proper return address. When I saw that I had not yet received a credit to my **************** credit card that I used for the purchase within 10 days of the return, I called their customer phone number, and was told that the agent would request a prompt credit back to my credit card that would show within 3-5 business days. I checked my credit card statement card statement after that period, and there was still NO credit refund. I called the customer service department again on November 12th and told the agent I did not receive the credit. The agent apologized and said another request would be placed for me, and I would receive credit within 3-5 business days. There has still not been a credit as of todays date (11/24).Business Response
Date: 11/29/2024
We have emailed the customer to inform of the refund paying out with additional accommodations included.Customer Answer
Date: 12/02/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I verified that they credited the amount to my credit card once they received notice of the complaint from the BBB. Thank you BBB!!
Sincerely,
***** *****Initial Complaint
Date:11/21/2024
Type: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 2 items for my mother but the 1 top was too large so she submitted to exchange it which they charged me again plus shipping. After she sent the item back and received the new top I contacted support as I did not see a refund and I wanted to know why I was being charged more, I was told I would get the extra shipping refunded but the refund for the top would take several weeks. The **** tracking shows it was delivered on Oct 28th and I have yet to see my refund almost a month later!Business Response
Date: 11/23/2024
We are in contact with our distribution center to locate the package since tracking states delivered 10/28/2024 and start the refund on order *******. Customer will be refunded shipping on order ******* and not be charged the return fee on order *******. Please allow 3-5 business days for this to reflect to your account.Customer Answer
Date: 11/27/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution as long as the refund comes through.
Sincerely,
**** ********
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