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:03/08/2024

  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 placed an order for a blanket/pillow set and 2 add'l pillows. The 2 pillows were purchased for $14.25/ea. Soft Surroundings accepted my order (see attachment). They shipped (the blanket/pillow set) and provided estimated ship date for the additional pillows. The order was delayed a couple more times. I eventually called to inquire about the status and was told my order had to be canceled as they no longer had product available. I explained that I placed Order to have on my sofa a blanket and 3 matching pillows. If they couldn't ship the pillows I wanted to return the blanket and pillow combo set I did receive because me entire intention was to have 3 matching pillows. Soft Surroundings refused to offer a return authorization saying it was beyond the allowable time frame. I explained it was only beyond because of their delay in shipping the pillows. They refused to let me speak with a supervisor. After eventually hanging up, I went online and found they still offered the pillow and it showed as In Stock at a price of $50. I followed up with a phone call posing as someone interested in purchasing a large qty of these pillows and was told how many they could ship immediately and the day they'd be receiving more. Soft Surroundings is not acting in good faith. It is very obvious to me that Soft Surroundings is refusing to ship the pillows because I purchased them for $14.25/ea and today they are listed at $50/ea. They allowed me to place an order for a set price. They acknowledged that order and price as evidenced by the attached screenshot of their confirmation. They lied to me saying the product was no longer available when I later confirmed via 2 methods - on their site and on phone with one of their sales people (or whatever title for the people who take orders over the phone). I want the 2 pillows ordered or I want to return, for full refund and postage pd, the blanket/pillow combo set (which was used as I awaited the arrival of the matching pillows).

  

  Business Response

  Date: 03/11/2024

  Hello, 

  Thank you for bringing this to our attention. We will absolutely make this right and place the new order for the pillows at the sale price as well as waive the shipping for you.  We will be reaching out to you shortly and apologize for failure to provide you with the best experience possible.

  Customer Answer

  Date: 03/15/2024

  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.  I would like to add that the company hired to handle their **************** tried to make excuses regarding the original conversation I had with the person I spoke, making statements that I knew to be false based on my call posing as someone looking to place a large order.  And their comment about waiving the shipping charges are worthless as a backordered item never incurs additional shipping charges. I do look forward to receiving the items I ordered 3 months ago.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/24/2024

  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.

  False advertising. Website says additional 30% off on markdowns. However when I used the code they provided the 30% was not applied at checkout. The item I was trying to purchase was a markdown item. I called their customer service (which is now in ***************) and was told the additional 30% off was only for items that ended in $.99 OR the total had to be $110.98. ????? It was the *********** and they did not understand me and I could not understand them. Im sure Im not the only one who is having this problem. However it makes sense if they are totally operating out of *************** now. But to do business in ******* one would still have to be honest wouldnt they?

  

  Business Response

  Date: 01/26/2024

  We apologize for any inconvenience.  Per our pricing policy and disclaimer, it does state SALE items end in .97, .98 and .99 however we will report your images to our web team to ensure this is more visible for the customer.

  Customer Answer

  Date: 01/26/2024

  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:01/17/2024

  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 10/14/2023 and 10/19/2023 I placed orders with Soft Surroundings #********* and #*********. I usually make any returns to the store, however I discovered that Soft Surroundings would be closing my store and returns had to be shipped back. The orders totaled over $1000, but I returned 9 items and should have been refunded $810.52. I spoke with a SS customer service rep and verified that I could return all items using one return label. SS credited only one of the items returned ($62.67) and indicated they did not receive the other items. I called SS but was never able to speak with anyone who could help. The items were returned by ***** tracking #************.

  

  Business Response

  Date: 01/19/2024

  The customer contacted us on 11/6/2023 for assistance in returning item 3GA2980802, the *****************;Metallic Gold Luster Large Petite priced at $66.00 from order 234832252.  We advised her to visit the website and set her return up and receive an *** (return merchandise authorization) for the item she wished to return.  She stated she had difficulties online and we agreed to create the *** for the item she stated she was wanting to return and email it to her at the email provided.  The customer made no mention of returning any additional items from this order or any other order.
  

  The customer then contacted us on 11/25/2023 by email to request we cancel the Petite Tatianna ************************** Petite (item 3GA3160802) priced at $156.00 and the ***************** ******* Multi P L/xl (item 3GD2290902) priced at $90.00 from order 234832252.  Because the items were on backorder and not shipped,we canceled them as requested which we let her know when we replied to her that same day.
  The next contact from the customer was on 11/29/2023 checking on her status of the refund of order 234832252.  We let her know her return had been received and was processed. 
  

  The customer was refunded $62.47.  Below is a breakdown of her order.
  Return Merchandise $66.00
  Return Sales Tax $4.62
  Return Shipping Fee ($7.95)
  Refund Due $62.67
  

  That was the last customer contact to customer service. 
  

  The customer did then submit a dispute with her bank in the amount of $747.85 for the purchase on 11/21/2023.The bank took back the funds from us and then paid the customer with them.  With the refund from us and the amount paid by her bank in the dispute the customers refund equals $810.52.  The customer is not due any additional refund since it has been fully paid.

   

  Per our return policy on the website, any items not listed on the *** (return merchandise authorization) returned are forfeited. 

   

  Customer Answer

  Date: 01/22/2024

  I have read Soft Surroundings response and my recollections of the conversations I had with the customer service representatives are far different and since I had previously only returned items directly to the store I was not aware of their website return policy and was not informed of such by their customer service representative. I pleaded with the last person I spoke with at Soft Surroundings to let me speak with someone who could check further into the matter but was unable to speak with anyone else. At that point, I filed the dispute with Discover Card. I am attaching a copy of the return package weight which was 11 pounds - much greater than the 1 shirt for which I was credited weighed. I have also asked Discover Card to reopen the dispute with the additional information of the weight of the return package. I hope this matter can be resolved and I can be refunded the amount I am due. 

  

  Business Response

  Date: 01/22/2024

  When we received the notification of the dispute on 12/11/2023 it created a withdrawal from our account in the amount of $747.85.  *** financial institution then uses the withdrawn fund to pay the customer.  A rebuttal was submitted on our end on 12/29/2023 and then we were given the funds again, but when the dispute escalated on 01/12/2024, the funds were once again withdrawn from our account and given to the customer. *** customer has received her refund in full.

  Customer Answer

  Date: 01/22/2024

  I sent additional information on this complaint. Did you receive it?

  The Return label and ***** delivery confirmation with the same tracking number clearly shows a weight of 11 lbs. which is much greater than the weight of 1 shirt which Soft Surroundings states is the only item returned. Their statements of telephone conversations differ dramatically from my recollections of those conversations. Their agent never informed me of their return policy and since I had only ever returned items to the store, was not aware that each item had to be returned in a separate package with a separate tracking number. I literally begged the agent to refer me to a supervisor or manager who could look further into the matter but was refused. I hope this matter can be settled and that I do not have to give away $750 to this company with their unethical standards.

   

   

  Customer Answer

  Date: 01/25/2024

  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. Although the company did not refund in full as they stated, I at least received most of my money back on the returned items and am ready to put this matter to rest. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/13/2023

  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 card in the US Mail from Soft Surroundings celebrating my birthday and providing a 20.00 reward on a purchase of 75.00 or more in-store or online. The offer ends December 31, 2023 and has offer code **********. On December 9, 2023 I went to the store in The Villages, FL,, made a purchase, and paid 165. However the store would not accept the offer. They said they "were a different company under liquidation" and were told not to accept coupons and that they had no way in their register to process it. I called Soft Surroundings and was told it should be accepted so I walked back into the store and put the store manager on the phone with the Soft Surroundings rep. The end result was the same. They did not accept the coupon. I feel this is false advertising and would like a check for 20.00.

  

  Business Response

  Date: 01/17/2024

   

  We are sorry for any inconvenience and confusion caused.  The discount is not valid at our clearance locations.  We have provided a copy of the disclaimer on the coupon below for your convenience.

   

   

   

  Disclaimer: Coupon good for any one-time
  purchase of $75 or more, excluding tax and shipping. This offer cannot be
  combined with any other offer and is not valid on previous purchases. Cannot be
  used toward gift certificate purchases nor redeemed for cash. Expires 01/31/2024. Sale
  items priced as marked. Final Sale purchases may not be exchanged or returned.
  Free shipping offer for text message sign up may not be combined with other
  promo code offers. Free shipping offer valid only on standard U.S.
  domestic orders placed at www.softsurroundings.com.
  Shipping offer excludes HI and AK. Additional fees may apply for expedited
  shipping and shipments to HI and AK. Offers not valid for
  employees of Soft Surroundings. Offers not valid at our clearance
  locations. Soft Surroundings reserves the right to alter or discontinue
  this offer at any time.
  By
  subscribing to Soft Surroundings text alerts, you consent to receive recurring
  autodialed marketing text messages to the mobile number used at opt-in.
  Consent is not a condition of purchase. Msg. freq may vary. Msg &
  data rates may apply. Reply HELP for help or STOP to opt out. See
  our privacy policy and terms for more information.

  Customer Answer

  Date: 01/17/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The birthday coupon I received did not note restriction of clearance locations. It only said good in store or online.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 01/22/2024

  We do apologize that your coupon stated it can be used in store. In November 2023 all Soft Surrounding Stores were purchased by a liquidation company as the stores are closing and Soft Surroundings Catalog and softsurroundings.com were purchased by a separate company.  Because the two separated, the stores are not required to honor any promotional mailings sent including discounts off of purchases. Customer is welcome to redeem her coupon online or by phone.

• Initial Complaint

  Date:11/09/2023

  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 ordered a dress from soft surroundings asked if I could return said yes did not mention that in order to get return label one had to do so by going on line and printing it out. I do not have that capability. Asked them what I should do as I didnt have ability to print they said that was the only way to do the return. Also said that they do state that on line - there is nothing on line to that effect. The only time they tell you this is when you receive the item with a sheet of instructions for returning it gives one instructions to go to soft surroundings.com/order status. This is disgusting they should not get away with it. What can I do?I am sending this because I dont want anyone else to be caught like this.I need a copy of the return label by mail.

  

  Business Response

  Date: 11/09/2023

  Our return policy states that you can return within ************************************************** order to print a label.  This policy is available online for customers to view at any time.  The customer contacted us by telephone on 10/31, 11/2 and 11/9 and we explained this to her each time.  We also emailed her a refund label per her request on 11/2 and 11/9.  We do not mail return labels.  Please feel free to view our policy below.

   

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

  Customer Answer

  Date: 11/11/2023

  I do not see anywhere on line the policy regarding email.  I did state that in my complaint.  They do tell me that they have sent the label by email, however, I have not received an email to date.  This has been going on since November 30 when I first placed my call.  The last time I spoke with them regarding not having received the email they told me to check my SPAM which I did there was no email there either.   One has 30 days to return the item this is eating into the 30 days. Please help.

  

  Business Response

  Date: 11/13/2023

  Customer called us today, 11/13/2023 at ****** cst letting us know she got the return label. 

  Customer Answer

  Date: 11/13/2023

  I wanted to thank you for your help.  This morning I called soft surroundings again to ask them to send me the email and wonder upon wonder I actually received an email answer with label attached.  I am so thrilled to be able to return the dress.  This was the first email with label I have received so dont know what happened to the others they sent guess they are in data heaven.  Thank again for your quick response to my problem.

   

• Initial Complaint

  Date:10/22/2023

  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 returned three items on October 7 2023. I received a receipt from Soft Surroundings for the return but have not received a credit on my credit card.

  

  Business Response

  Date: 10/23/2023

  In order to assist with this issue, a copy of the return receipt is needed.

  

  Business Response

  Date: 10/25/2023

  Customers refund has been paid in the amount of $167.60 to the original form of payment.

• Initial Complaint

  Date:10/05/2023

  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 pair of shoes from Soft Surroundings (online, processed by live person) August 15, 2023. It's sometimes hard to know what size to order, so I ordered the size I usually wear (8). I used a birthday coupon ($20) that was due to expire August 31st. My birthday was August 25. Shipping was $9.95. They were properly packaged/shipped. Tried them on the minute I received them. Too small. Promptly packaged and shipped using their label at ***** on 8-20-23. I have NOT received a refund and have talked to them 4 times. I want my money back. Dates I have talked to them: (9/18, 9/20,9/25, 10/5)

  

  Business Response

  Date: 10/09/2023

  Customers refund was paid to her original form of payment on 10/06/2023.

  Customer Answer

  Date: 10/10/2023

  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:08/31/2023

  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 placed an order on 8-11-23 for item# **********, a blouse in a size 3X and when I received it I was sent the WRONG size, a 2X. I called and told them and was told to mail it back for a complete refund of $58.28. They got it back on 8-23-23. The order number is *********. I have not received my refund to my credit card at all. I have emailed, called and even messaged them on Facebook as to why I have not received my refund and keep getting put off. Their last message said "We were doing some system upgrades which created delays with refunds." It has been 10 days and I should had my refund by now. The order is ********* and I expect an immediate refund of $58.28 to the credit card used or will be forced to take legal action.

  

  Business Response

  Date: 09/01/2023

  Refunds are processed on average 3-5 business days from the date that the customers return is received.  This is an average of the time frame and not the guaranteed time as it can vary based on order and return volume.  Customers return was received on 08/23/2023 and the refund was processed today.  Customer can expect to see the refund post to the original form of payment with in 5 business days.  Please note that Monday 09/04/2023 is a holiday.

  Customer Answer

  Date: 09/01/2023

  Just as soon as I actually see my refund posted to my credit card I will be satisfied. Refunds before posted in 3 days so I have no idea why you have delayed my refund as it is 8 business days today; not the 3 to 5 business days you stated. This is ridiculous!

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service 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 tried multiple times during the last two years to get my name removed from their mailing list. What else can I do to stop the unwanted catalogs?

  

  Business Response

  Date: 08/14/2023

  As requested we have removed you from our mailing list.  Please note catalogs are preprinted and one to two more catalogs may be delivered before they discontinue.

• Initial Complaint

  Date:05/28/2023

  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 have been trying for over 4 years to get this horrible company to stop sending me catalogues. They come at least every month, sometimes more. I have written, emailed, called numerous times, to no avail. They have promised many times that I won't get another catalogue, but sure enough, they keep on coming. What a sad, sad thing for our planet. What a horrid company.

  

  Business Response

  Date: 06/13/2023

  We have removed the customer from our mailing list.  Catalogs are preprinted and the customer may receive one to two more before they are discontinued.