Reviews
This profile includes reviews for Soft Surroundings's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 69 Customer Reviews
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Review fromNorine D
Date: 10/20/2024
2 starsI'm writing this review because I have been a patron and have purchased their items for at least 10 years but for the last several years it has been harder and harder for this company to continue with their reward program when it's your month for your birthday what I mean by that is years ago we used to get a postcard shortly before the month to remind you that here is a reward and an ** number so you can use it towards your purchase. then for the past few years I never got the postcard I would call the store and they would give you the ** or promo code so you can use it against your future order . now this year in ************************************************************************ the month of your birthday. No one is willing to give you an ** code so you are just left hanging to see when you would get the item meanwhile other great offers have come and gone which would be nice to use the reward birthday reward towards it which course hasn't happened and there's only about 10 days left for the monthReview fromVicki N
Date: 09/20/2024
1 starScamthey say you qualify for free shipping and then find out inadvertently that you are in some kind of rewards program and have to pay a monthly fee (my fee was $18.48 for some reason they couldnt figure out). Luckily, I saw the charge on my credit card and called.Review fromCheryl K
Date: 08/27/2024
1 starI have tried three different times to get my email unsubscribed to their website. They do not have an unsubscribe on their attachments. The first time I called a customer service number - I was told you had to call a particular number and that was the only way to get your email eliminated. I was also told it might take a few weeks. I waited 6 months and still was receiving them. I called again and was transferred to someone who had me sign into soft *************** and attempt to eliminate my email and this did not work. I called a third time and had someone guide me thru the site again. I followed all his prompts as it would not work just going thru the website. I was able to get to the unsubscribe feature and it accepted it. It was a couple of days and I started getting them again. I have never had a company that I could not unsubscribe to on the email itself. How hard would it be to include this feature as most companies do. Very disgruntled customer.Review fromMattie J
Date: 08/18/2024
1 starPlaced an order, when received the quality was very poor. I would not recommend this retail stores to anyone. **************** was rude and I only received half of my refund.Review fromJean N
Date: 08/17/2024
1 starSoft Surroundings return policy is horrible. A close family member sent me a pair of shoes as a birthday gift. She ordered the $225 pair of slides from the catalog and had them shipped directly to me. The heel is too high and I am not able to wear them. When I tried to return them for another item, I was told, "We would like to inform you that the refund will be credited back to the original method of payment once processed. We understand that circumstances can vary, and we apologize for any inconvenience this may cause. However, adhering to our policies is crucial to ensure fairness to all our valued customers". I told them that I didn't want my family member to know I was returning them (didn't want to hurt her feelings) and that I didn't want money back. I would be happy to pick something else out. I pointed out that Soft Surroundings was admitting that circumstances vary and their statement regarding fairness didn't make any sense. It didn't matter to them even though on the Soft Surroundings website it states: "Your happiness means everything to us. We always encourage you to put yourself at the top of your list. What sense would it make if we didnt put YOU at the top of OURS?!" Nothing could be further from the truth. This led to 21 emails going back and forth with the Soft Surroundings customer service people. Numerous requests were made to speak to someone in management but those requests were ignored. It was as if I were in the no customer service loop from h*** They had their talking points and nothing was going to detour them. So now I have a $225 pair of shoes that are brand new, never been worn and never will be worn. I hope it is worth it to Soft Surroundings because I will never, ever buy another thing from them again. And I have told all my friends and most family members to do the same. Also, they blocked me from their social media when I complained on their post.Review fromNancy M
Date: 07/26/2024
2 starsI have ordered 1 piece of clothing twice in the past months. Both items did not fit made my returns as stated in Soft Surrounding directions used their label to ship back ***** as directed. Both times Ive had to call customer where is my credit? ***** tracking shows items was delivered to SS warehouse, Seven days after delivery to SS warehouse not a peep from SS regarding they received the merchandise. **************** has to request a credit will take 10 days from the day I called - In total, it takes over two weeks to get a credit to credit card. I will never order from soft surroundings againReview fromKatya P
Date: 07/17/2024
1 starI would like to express my deep dissatisfaction with my recent experience with Soft Surroundings. As a loyal customer for 20 years, I am disappointed by the unacceptable and disrespectful treatment I received.I needed to return an item because it arrived damaged. To my disappointment, the service I received from both the customer service representative and the manager was well below average. The manager, *** (whom I called on July 8 at 1 pm), did not listen to my questions and responded robotically, stating, "The item is a final sale." When I asked if this policy was a way to dispose of damaged items, he responded "Yes," indicating he wasn't truly listening to my concern.Despite spending over an hour on two separate calls with your representatives, sending pictures of the damaged product via email, and being assured that a return label would be sent to me, I have yet to receive it (see the correspondence below). What should have been a simple request with an easy solution has been mishandled, reflecting poorly on your company's professionalism and customer service. This incident has regrettably tarnished my view of Soft Surroundings.Review fromJo B
Date: 07/16/2024
1 starI have now had two AWFUL EXPERIENCES with this company's customer service and its chosen shipper (DHL), Their phone lines are answered by people with little capability to speak English. Packages do not arrive or are returned to their warehouse BECAUSE THEY CHANGE THE CORRECT ADDRESS OR THEIR SYSTEM DOES THIS.Never will I order from this company again.Review fromMary W
Date: 07/12/2024
1 starMary W
Date: 07/12/2024
Since most of the local stores have closed and gone to catalog-only, their services have gone down the tube.When a consumer makes an order on line, they process your payment ASAP, then you must wait 2-3 weeks to receive the order. After the item is returned, it then takes 3 weeks to get a credit on your card. When you contact ***************** you cannot speak to anyone with authority. Plus they charge for shipping the item back. Because of the reasons above, I will no longer patronize this formerly good business. Very disappointed that they have gone to catalog only stores.
Soft Surroundings
Date: 07/15/2024
Thank you for your feedback. Our order and return guidelines are available on the website, here are the links: ********************************************************************************************Review fromCerise B
Date: 07/02/2024
1 starCerise B
Date: 07/02/2024
My 90 yo mother ordered a shirt, it didnt fit. I asked for a refund on line, used the label and mailed it. They will not refund and have the shirt. They claim I didnt use their label! This company is a fraud! Buyer beware!Soft Surroundings
Date: 07/15/2024
Per our return policy, we can only accept returns that are shipped with our prepaid label provided on the website. Here is the link to our policy: ********************************************************************************************
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