Complaints

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

close

Find a Location

Soft Surroundings has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/05/2024

  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.

  On Sept. 15, 2024 I placed an on-line order with Soft Surroundings for $659.59 in clothing purchases. The order was to arrive within 7 to 10 days. On Sept. 18, 2024 I received a tracking number for ****. I signed up for the **** tracking updates and on Sept. 22, 2024 the package was no longer trackable. It appeared to disappear from the **** tracking site. I then called the Soft Surroundings customer service department. I was told to be patient it would arrive soon. No one at the company would look up the tracking information, I was told to wait. I called again a few days later and the same situation occurred. I sent a message via the company web site and on Oct. 3rd, I received the message noted below. I called the company support department today, Oct. 5th and was told I could NOT cancel the order and I would have to wait. This is outrageous, I do NOT have the shipment and the company is saying it is LOST. Can you please help me get my full refund for the missing order? Thank you.Oct. 3, 2024 Soft Surroundings Response to Written Request: We apologize for any inconvenience you may have encountered with your recent order *********, which was shipped from our warehouse on 09/18/2024. Unfortunately, we have observed that the package has not shown any movement in the past few days, and it appears to be currently lost in transit. We understand the importance of receiving your order promptly and would like to offer you two options for resolution. Firstly, we can promptly arrange for a replacement shipment of your order, ensuring that you receive your items as soon as possible. Alternatively, if you prefer, we can initiate a refund back to your account for the full amount of your order, including any associated shipping charges. Should you require further assistance or wish to proceed with either the reshipment or refund option, please do not hesitate to contact us at **************, or you can reach us via email at *******************************************

  

  Business Response

  Date: 10/10/2024

  Upon review of this order, the tracking number provided to the customer was incorrect. The correct tracking number is 9434609105730000438811. We have attached a photo of the delivery confirmation with USPS for 10/09/2024. We also reached out to customer and left voicemail for confirmation.

• Initial Complaint

  Date:10/01/2024

  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.

  Soft Surroundings Customer # ******** I am enclosing is a photo copy of item no. 2FX00, #E, Magara Gauze Topper. I was charged the $99. plus $8.66 tax. The shipping and handling was grouped together with four other items, so I can&#**;t tell what that amount was, but I paid $107.66 for this separate clothing ******* problem is that this company denies that the belt is part of the item for sale even though it is mentioned in the description. There is no way I would have bought this item without the belt. The gauze topper alone is not worth the price shown. I was told by this company that you have to order the belt separately. However, no where in the H31**37343330363133H or the previous H31**37343330363133H, is there a belt listed with an order number and price. I always wash the clothes that I purchase, and I did the same with the topper. It was during the washing process of this item, that I remembered the belt was missing. So now they won&#**;t take back the topper, because it has been washed.When I informed one of the supervisors that it was against the law to do a bait and switch, he offered to take 25% off my next order. I said "No, I want the belt." He stated that there was a procedure above his position to handle this, and that he would call me back the next day. He never called. His name, he said, was "***." I have made at least three calls to this company. Only one employee agreed that the belt went with the topper, and that he would see to it that I would receive it. The belt never showed up. *** said this employee was lying and would be disciplined." Another employee just hung up on me when I told her why I was calling.I hope you will be able to get a list of all the women, etc. that ordered this item, expecting the belt. My guess is that there are hundreds, or more, which gave Soft Surroundings a huge profit margin by eliminating the belt. I need a refund, hopefully.

  

  Business Response

  Date: 11/08/2024

  Please accept our apologies on the delay in our response. We have refunded customer for the item, customer needs to allow 3-5 business days for the amount to reflect to her account.

• Initial Complaint

  Date:09/19/2024

  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 ordered a jacket in ample time to have it for Thanksgiving 2023. I was then told that the item was backordered. When I still didnt receive it for Thanksgiving, I figured well, Ill get it in time for Christmas. As more time passed and I didnt receive it, I figured I would order a different item. I spoke with a representative to change the order to a different item and placed the order. I was later informed that that item was backordered. This was one year ago. no items, no alternatives, no communication. Very disappointing.

  

  Business Response

  Date: 09/27/2024

  Upon review of order ********* placed 12/05/2023, the order was canceled on 12/12/2023 due to the item never arriving for shipment. A letter was sent to the customer at that time for notification. Since the order was canceled, customer was not charged for the item.

• Initial Complaint

  Date:09/18/2024

  Type:Sales and Advertising 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 received a September catalog in the mail on September 16. It did not have an experation date on it. I went online to order dress 2g144 on page 47 advertised as $89.00 on sale. When I tried to cash out it came up as $119. I called every customer service number and they refused to honor the printed price. I sent an email to customer service with a picture if the page and they didn't respond. I sent a message through their message link and no one responded. I tried to call the corporate office and no number actually contacts them. It goes back to to the Asian customer service center. It says they are owned by *************** tried them also. No help and no response. This is false and deceptive advertising. They obviously have a system that purposely prevents customers from receiving resolutions.

  

  Business Response

  Date: 09/27/2024

  Upon review of this inquiry, customer received a ******************** with a special offer. I have attached a screenshot of our copy of the catalog where $89 is not offered. I have also attached screenshots of the email thread with the customer where we tried to resolve the issue by adjusting the price after the order was placed. Customer did not feel comfortable with our resolution, but we did respond to her inquiry. We will reach out to customer to see if she would still like the dress at the $89.00 price.

• Initial Complaint

  Date:08/19/2024

  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 two orders with this company. The orders were confirmed yet I never received the items. I contacted the company and was told that the items were no longer available. It seems that this is a pattern with this company. I never received an e-mail with an apology that they had miscounted the numbers available. I just want to alert other customers that this appears to be a common occurrence at this company.

  

  Business Response

  Date: 08/21/2024

  While we understand the frustration of an order being placed with unavailable items, once the customer selected the color and size of the item's she ordered the availability would have said discontinued. Our website is not in real time which allowed the items to be added to the bag. Customer can refer to the email confirmation and it will state the item being discontinued. Customer will not be charged.

• Initial Complaint

  Date:08/10/2024

  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 ordered three pair of gauze pants. Two were fine. One came with no tags, no extra button connected to the pants, pocket all stretched out because they were worn. Called soft surroundings all they can say in the *********** is I have to take a picture send it to an email so they can investigate. First I want to talk to somebody in the ************* and I am not going through all that c*** You sent a used pair of slacks to me and you can have them back and investigate it once you get it. I want a new pair. Also the pants came with a piece of paper stuck to it saying China ***. If this is United States based I want to talk to somebody in the *************.

  

  Business Response

  Date: 08/19/2024

  When we receive complaints of items being damaged or defective, we request that photos be sent to show the damage so we are able to report the issue. With the customer not being unable to send a photo to ***************** we are unable to send a replacement, and the transaction becomes a standard exchange. Customer is able to process return/exchange request through our Order Status link to get a return label: *************************************************** using her order number and zip code. Upon researching the notes of her phone call there is no indication of which pair of gauze pants need replacing. We will contact the customer to get the pertinent information.

• Initial Complaint

  Date:07/15/2024

  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 a pair of pants on June 24, and I did not receive them until three weeks later and now they are considered a final sale. Even though I have been a customer for years and know my size, these pants do not fit me (and I even have lost weight). I wanted to get another size or return them. I contacted the company twice and asked to speak to a supervisor, but twice, they never called me back. It appears that this company is using a call center overseas, trying to scam the customers as much as they can. It is unfortunate because this was an excellent company, but it will go out of business if this is how they treat customers. I have something that needs to go to Goodwill that is unusable, and I am out over $30.00, including tax. Scam!

  

  Business Response

  Date: 07/16/2024

  Upon review the customer placed her order online on 06/24/2024 for the following items:

  Leya Ruched Top White: $14.98

  Ultimate Denim Skinny Ankle Jeans Black Size 14:  $29.97

   

  As indicated when the customer selected the items it stated that both items were final sale and could not be returned or exchanged.  This was also indicated in the shopping bag and order summary before submitting the order. Please see attached.
  
  
  
  Our return policy states  "Any items marked final sale are not eligible for exchange or return" which can found in this link as well **************************************************************************************************; It also states final sale items may not be returned or exchanged in our pricing policy here: *******************************************************************************; By clicking submit order the customer agreed to the terms in conditions which included the policy regarding final sale items.  *************************************************************************************

• Initial Complaint

  Date:07/08/2024

  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 order three tops on April 28, 2024, totaling $219.14 including tax. The items were shipped, and my credit card was charged, in two parts on April 29 and May 2. I did not care for the items and returned them using the company-supplied ***** label. I have delivery proof that the package was received by the company's facility and signed for on June 18, 2024. The website says that a return will be processed within 3-5 business days of receipt. On June 25, I sent an email when my credit card did not show the credit as even pending. On June 28, ************ replied by email acknowledging receipt and implying the return had not yet been processed. On June 28, I replied by email asking for an approximate timeline for the processing, given that the timeline stated on the website had elapsed. On June 30, ************ replied by email stating that processing of my return *** take another week. On July 7, I replied by email that Soft Surroundings has had my money since April 29 and May 2, and has had the returned merchandise since June 18, yet the refund is still not processed. Given the other complaints on the BBB website, I'm deciding to not wait for another song and dance by email.

  Customer Answer

  Date: 07/08/2024

  Although my Soft Surroundings Order # ********* was entered on the BBB website as part of the information requested when I initiated the complaint, apparently it was not included in the body of my narrative explanation and might not have been forwarded to the company.  I notice from the BBB website that Soft Surrounding's initial response to a complaint is often "what is the order number" or "what are the descriptions and item numbers of the items in question."  I thought it would be beneficial for a prompt resolution to provide the order # to the company in order to avoid this type of delay.  BBB, could you please send this note, or at least the Order #, to Soft Surroundings?

  Also, just to clarify, although Soft Surroundings shipped this order to me in two parts due to one item being on back order, all items were part of the same order # and were shipped back to Soft Surroundings in one return package.  I've noticed from the BBB complaints that Soft Surroundings often relies on the "reasoning" that multiple orders cannot be combined in one return package.  I'm just being proactive in stating that this "reasoning" will not apply in my case.
  

  Thanks very much,
  

  ******

  

  Business Response

  Date: 07/10/2024

  Upon review we see that the customer refund was processed and paid on 07/09/2024.  We apologize for the inconvenience and delay as we done at times have a larger amount of returns and do run behind. 

  Customer Answer

  Date: 07/24/2024

  The refund was finally credited to my charge card on July 9, 2024, a full THREE WEEKS after the returned items were received at the company's facility.  It's too bad it took my filing a formal BBB complaint to jostle these people.

  The following appears on the company website's FAQs:

  "How long does it take to process my refund or exchange?
  On average, it takes approximately 3-5 business days to process your return for refund or exchange after the package is delivered to our Distribution Center." 

  Based on the other BBB formal complaints and the customer comments on the ******************** website, it appears that Soft Surroundings holds its customers very strictly to certain aspects of its return policy, yet it does not adhere to its own representation about the length of time it takes to process returns and issue credits.  Sure, it can get busy in the returns department.  If that happens, change the representation on your website so it's not a MISrepresentation, AND train your CSRs to give accurate information about timing.  Don't fudge and hide.

  Too bad this once fine clothing store was run into the ground.

• Initial Complaint

  Date:06/29/2024

  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 6-1-2024 I ordered 2 items from this retailer online. The items were delivered on or about 6-10-2024. One of the items was too large so I printed a return mailing label from the retailer's website and shipped the item back (new tags attached) on 6-11-2024 per ***** as instructed. On 6-17-2024 I received confirmation from ***** that the item had been delivered. I waited one week and wrote to Soft Surroundings to find out why I had not received a refund as requested. On 6-26-2024 I finally received a written email response from the company stating that my item had been received in their distribution center but had not been processed. The company was requesting my patience. I believe that I have been patient. No other retailer in my experience takes this long to issue a refund. It has now been nearly 2 weeks since the retailer received my item and there has been no refund issued. I am requesting that a refund be issued forthwith.

  

  Business Response

  Date: 07/01/2024

  We are very sorry for the delay in your refund on order 244296226.  We will be happy to start your refund for you.  Can you please provide the item name or item number returned?

  Customer Answer

  Date: 07/02/2024

  The item name is Je Veux Gauze Top in White.  Item #2GG7140801

  

  Business Response

  Date: 07/03/2024

  We are very sorry for the delayed processing times.  A refund has been created in the amount of $73.14 and will post the original form of payment within 5 business days.

  Customer Answer

  Date: 07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/29/2024

  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.

  Soft Surroundings is charging my credit card $16.99 every month and I have to dispute it every time with Capitol One. I ordered $100 pair of shoes from this company months ago. Received them no problems but now am getting monthly credit card charges from them.

  

  Business Response

  Date: 07/10/2024

  Upon review we see that the customer opted in to our rewards program when she placed her online order on 04/30/2024.  When she opted in she agreed to the terms and conditions which stated the monthly charge would begin after the 30 days trial period.  By selecting to opt in, she consented to the terms and conditions of the program.  This information was sent to her email address, ************************ that same day.  The customer can cancel anytime by calling ************ at any time.

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

   

   

  Customer Answer

  Date: 07/11/2024

  Complaint: 21919965
  
  I am rejecting this response because:
  I never have intentionally and would never intentionally opt into a $16.99 a month soft surroundings reward program. I made an account to track my shipment. The ONE and only time I have ever and will ever order from this store. Your company is a sham and I wonder how many people you have somehow enrolled into this program and dont realize they are paying $16.99 a month. 
  Thank goodness Capitol One never accepted your bogus charges. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/15/2024

  Per our last response, customer has free will to remove themselves from the subscription at ************.

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Sincerely,
  
  *******************************