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:11/16/2024

  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.

  11/16/24 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 initial $15.99. That means that I am essentially paying $26.00 for an item that I am not keeping and which I only paid $44.00 from the beginning. I do most of my shopping. online and this is the most egregious return policy that I've ever experienced!

  

  Business Response

  Date: 11/18/2024

  Per our posted policy, original processing and shipping charges are non refundable as well as that there is a fee of $9.95 deducted from the amount of the refund.  The customer placed her order online and by clicking submit order agreed to the terms and conditions of our website.

   

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

   

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

• Initial Complaint

  Date:11/11/2024

  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 a dress in XL. Was too big. Wanted to exchange it for a size L. They said I had to return it first, but their "system" changed and that they could NOT provide me with a return label. I mailed it back to them. Now they say the item number does not match the order. I included EVERYTHING in the package containing the returned dress. All I get is a runaround from them. I paid for the size XL dress, then reordered it in size L. I paid for each dress and need to be reimbursed for the one I returned, size XL. This has been so frustrating and I cannot get through to anyone who will help me!

  

  Business Response

  Date: 11/14/2024

  Please accept our apologies for the delay.  We have started the refund on the order **********. Please allow 3-5 business days for the refund to reflect to your account in the amount of $123.39. 

• Initial Complaint

  Date:11/09/2024

  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.

  My mother requested a gift certificate, for her Birthday for *********, from Soft Surroundings. On Oct 18th I used my Pay pal to pay for it. I received a receipt from ****** but not from Soft Surroundings. On the 21st I called my mother and she told me she did not receive a gift card through email. She checked her junk mail and still nothing. On Oct. 26 I called customer service, thinking I gave the wrong email to them for my mom. During a two hour conversation and many hang-up's on their end. I was told many times that they could not send the gift certificate nor could they give me a recipe (some problem on their end). They wanted to give me the gift certificate # over the phone. At this point I was very angry and asked for a refund. They told me they could not. I said let me speak to a manager, they said they were all busy. They then said they would look into it further and I would get a refund and send me a email confirming this. I still do not understand and ask how they can send that email but not the gift certificate. I did receive that email but it does not say anything about a refund and then a week later they asked for the gift certificate number so they can give me a refund. How do I do that when I never got the certificate in the first place. I just want a refund for a gift certificate my mother nor I received. Thankyou

  

  Business Response

  Date: 11/14/2024

  Please accept our apologies for the inconvenience.  Unfortunately, gift cards are non-refundable. If there is any issue with the arrival of the gift card, we encourage the customer to contact us so we can attempt a resend. If the resend does not work, we offer the gift card code whether it be verbal or by email, based on this complaint the customer declined that offer.  Customer also checked a box at the time of adding gift card to box that states, "I agree that Gift Cards are nonrefundable" I have attached a picture of that. We will send manual gift card in email to the email address provided on this complaint.

• Initial Complaint

  Date:11/08/2024

  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 returned 4 orders. I kept one order. The others were ordered as a computer glitch on their website. They have not returned my payment and give me a runaround when I call They acknowledged that they received them back

  

  Business Response

  Date: 11/14/2024

  Please accept our apologies for this inconvenience.  We are looking into this further and getting refunds corrected. We will be in contact with the customer in regard to her refund.

  Customer Answer

  Date: 11/16/2024

  My one credit card has returned my charges. Soft surroundings is not cooperating. 
  

  I am still waiting for a decision from my other credit card

   

   

  

  Business Response

  Date: 11/23/2024

  Our records indicate the customer has a refund of a total of $365.65, the payouts were split since the orders were all separate. $365.65 is the total of them all combined. 

  Customer Answer

  Date: 11/25/2024

  This is the correct amount. However,  that is not was refunded. My credit card gave me back my delivery charges. I am still waiting for an approval of $18.12   This was a bad experience. It took too long and I am warning others about this company

• Initial Complaint

  Date:11/05/2024

  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.

  I ordered 2 items in September of this year. They took over 10 days to get to me, and I returned both of them using Soft Surroundings "Happy Returns" process. My order # was *******. Each of these items cost $59, for a total of $118. I had a coupon of $47.20, plus a gift card in the amount of $75. There was a charge of $14,99 for shipping and tax of $6.69 for a total of $92.48. That, minus my $75 gift card, left a balance of $17.48 which I charged on ******. After I returned the items, I got a prompt refund of $16.38 to my ****** account (why it was a $1 less is a mystery). But NOTHING else. I called 5 times, was put on hold each time, and then told at least 3 different things about the remaining refund I'd receive: the first ***** told me I'd be receiving $82.53 (which was what I expected. My total bill, minus the $9.95 for their "happy returns); the second ****** said $77.49 ($35.49 for each item plus the tax of $6.69). Today, I got an email from "customer service" stating that I'd be getting a gift card in the amount of $48.48 (where this number comes from is a mystery). Today, on my call #5, after interminable holds, I was told I'd receive a gift certificate for my original gift card of $75 sent to my email within 24 hours. I have zero confidence that I'll see anything!No wonder this company went bankrupt. I have yet to get a customer service *** that you can understand easily; I asked ***eatedly to speak to a supervisor, and of course they were never available. The bottom line is that I don't want a gift card from them; I want a refund. I will NEVER do business with this company again, and would recommend to everyone that I talk to never to purchase from them.If you can help. please help me!!!

  

  Business Response

  Date: 11/08/2024

  Our apologies for the confusion and misinformation regarding the refund being paid to gift certificate. The funds were loaded back into that gift certificate and not a new one.

  Upon review of this order, customers refund is correct the following is the breakdown:

    $92.48 (order total)
  -$17.63 (original shipping and taxes)
  -$10.02 (Label fee and taxes)

   $64.83(refund amount)

  The refund was split and paid $16.38 to ****** and $48.45 is on Gift certificate ********** totaling $64.83.

  Customer Answer

  Date: 11/08/2024

  Complaint: 22518252
  
  I have reviewed the business' response and am rejecting it because: it is not correct. I paid $118 for the 2 items I ordered. I had a coupon of $47.20, leaving a balance of $70.80. PLUS $14.99 shipping and $6.69 tax, for a total of $92.48. From that they deducted my gift card of $75, leaving a balance of $17.38, paid on *******

  What should have happened: total I paid of $92.48 minus the $9.95 "happy return" fee, left a balance of $82.53. At the very least, I should have gotten my original gift card amount back...the $75. This is poor business practice and terrible customer service to say the least!
  
  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 11/14/2024

  In accordance with our return policy the original processing and shipping and applicable taxes are non-refundable including a deduction of the use of the label.

  The original breakdown reflects that math.  

  $92.48 (order total)
  -$17.63 (original shipping and taxes)
  -$10.02( Label fee and taxes)
  $64.83(refund amount)

  Customer can view return policy here: *************************************************************

  Customer Answer

  Date: 11/21/2024

  Complaint: 22518252
  
  I have reviewed the business' response and am rejecting it because: the math is NOT correct. The original order was $92.48, which included $14.99 shipping and $6.69 taxes. In addition to that, I paid $17.48 through ******, for a total of $109.96. If you then subtract $14.99 shipping, $6.69 taxes, $9.95 for the "happy returns", and another $16.38 (the refund I got for my ****** payment), that leaves a balance of $61.95....not $48.48. I've attached the original order form showing these numbers. 

  I want to also go on record to say that I don't want a credit with this company; I want a refund to my credit card. After this experience, why would I ever order something from them again?
  
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:11/04/2024

  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.

  On 10/5/2024, I ordered item 2GQ377847220, Lilibet Knit Maxi Dress Autumn ***************** receiving, the dress did not fit. I returned in 10-12-2024 for refund minus shipping fee. My Mastercard has not been credited for any amount. The website does not recognize, or verify, my email address, my account, or my order.

  

  Business Response

  Date: 11/06/2024

  Customer may have used her own method of shipping for the return. We are not able to locate a label that was printed in order to track the location of the return in our return's portal. Returns are started through the website to be able to get a label, but the process was not started. If customer has her tracking information, we would be happy to assist by phone at **************.

• Initial Complaint

  Date:11/03/2024

  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 made an order from Soft Surroundings on 9/14/2024 and I did receive anything till now.First time I called them they said to me it is lost and whether I want to refund or reship it and I choosed to reship it and I didn't recieve anything.Second time I called them and I required a refund and they said it ia processing and it is not refunded.Actually I called them for third time and they said it doesn't show anything on system ai have to fix the problem with **** as it shows failure to deliver because of wrong address which is weird for me I didn't change my address and I have made a lot of orders before and used the same address for delivery. The agent gave me a tracking number to handle it but I said to them you have to solve it and he said will refund the amount.I called the contact center again and she said we will refund the amount for third time and till now I didn't recieve either the order nor the refund.I took the tracking number (9261290357464301348100)they gave me and went to **** near me and the supervisor told me it is an old shippment we can't find it.

  

  Business Response

  Date: 11/06/2024

  After reviewing this order, customer was refunded $17.19 on 10/22 and $192.41 on 11/05/2024 giving the total of $209.60.

  Customer Answer

  Date: 11/18/2024

  Hello,

  
  

  Regarding my complaint number: 22507849.

  It is resolved and the money is refunded back.

  
  

  
  

  Thanks so much for you service! 

• Initial Complaint

  Date:11/01/2024

  Type:Order 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.

  Perhaps a year ago my husband purchased a gift card for me. I used part of the value and there is $185.20 remaining. Several times I tried to purchase items, but they were out of stock. I finally found three items I wanted.When checking out, the system would not accept the card number. I then called and placed the order through customer support. I was told that their systems had been updated and they needed to issue me a new number. The person put in a request for me to be emailed the number. I was told it would take a few hours. Hours went by, nothing. I called again and had to go through the whole process again. Still no new number. This happened 3 times!I sent a complaint email to the company. Several days later I got an apology email and was asked to send in the old number and they would immediately replace it. I did so. That was a week ago. NOTHING! This is a scam. They are now part of *************** and I believe they want nothing to do with monies owed to anyone before the changeover. TERRIBLE!

  

  Business Response

  Date: 11/04/2024

  We contacted customer on 11/1/2024 and was able to re-issue her gift certificate that she could use it on a new order that was placed on 11/3/2024.

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair 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 a shirt from Order #********* on 9/30/2024. I received a confirmation email of receipt of the item at their warehouse 10/4/2024. I was told I would receive a credit for this item to my credit card account within 3-5 days. After numerous emails and phone calls I was told this issue would be escalated and I would receive a credit asap. At this point I have not received a credit and now am not receiving response to my emails. I just want a credit for the shirt I returned following their return specifications.

  

  Business Response

  Date: 11/04/2024

  Customer was paid refund on 10/29/2024 to her ****** in the amount of $72.59.

  Customer Answer

  Date: 11/05/2024

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

• Initial Complaint

  Date:10/16/2024

  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.

  I have called soft surroundings at least 6 times to get a refund gift card for the boots I returned. Returned on the 11th and I was told ***** hours for gift card to be sent. They keep telling me there is an issue on their end because of a software update and they cant produce a gift card. I asked for the original payment method to be refunded and they said they are not able to do that either. This was a birthday gift, gift card. They let me talk to a supervisor and he was supposed to call me back which he didnt. I was disconnected several times in my many attempts to get ahold of them. It has been a horrible ordeal and I would never order from that company again.What should I do next. The company is not responding to my request for the refund in a gift card.

  

  Business Response

  Date: 10/23/2024

  Upon review of this order. Customer has $150 gift card with number ********** for use and we refunded her $18.59 to her AMEX. We have sent customer an email with this information as well.