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Soft Surroundings
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BBB Accredited BusinessA+Rated by BBB

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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    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

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    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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    • Initial Complaint

      Date:04/01/2023

      Type:Delivery Issues
      Status:
      Resolved
      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 20, 2023, I placed an order with Soft Surroundings. The order # ********* totaled $146.22.I have been ordering from Soft Surroundings for several years and have received my orders at various addresses over those years each time I moved. My profile with them shows my correct address as ********************************************************. I have lived at this address now for over 2 years. I was waiting on this particular order and decided to track it with the tracking order provided. It showed that it was delivered to an address I lived at over 10 years ago! I called **************** and advised the man of my problem. He said he could not send me a replacement and also could not refund my $146.22. I told him this was not fair or right and wanted to speak to someone above him. He said "No one is going to give you your money back. Trust me."What can be done? I want a refund!

      Business Response

      Date: 04/03/2023

      Upon review the customer placed her order online on 03/20/2023.  Customer placed this order while logged into her customer account.  When the customer clicks on the shopping bag to check out the default shipping address stored in the customers account will automatically populate however an alternate address can be selected from the customers address book or enter a new one prior to proceeding to the payment page.  Because the customer did not select or enter an alternate address when placing the order, the default address was used.  This address was shown at the order summary before completing the order as well as on her order confirmation email that was sent to her (see attached).  The customer will need log into her account online and delete any addresses in her address book that she longer uses.  As a courtesy we have refunded the customer and she can expect to see the refund post to the original form of payment within 7 days.   

      Customer Answer

      Date: 04/04/2023

      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,

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

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