Soft Surroundings

A order I placed was sent to my old address — not even sure how that can happen since my new address was used to for billing purposes. It’s been over 7 weeks and the company has refused to send me the merchandise, has erroneous put on my account that the order was received by me and won’t issue me a credit for merchandise I never received. Customer Service says that they will call me back and they never do. I’ve called them 4 times. Over $ 200 order. Don’t order from them!

I agree with the majority of reviews here (and elsewhere) regarding SS’s online ordering. Just today (January 21,’16) I looked at a pair of jeans online. The ‘expect to ship’ date is listed as May 25. MAY 25 !!! Does SS think that someone wants to wait 5 months to receive an online order? Are they living in a parallel universe where the Internet slows things down? I had this same issue with them on other items that were listed «in stock» on the web page, but after ordering, was told that the ‘expect to ship’ date was several months later. They are owned by the same equity firm that owns Zoe’s Kitchen, Allen Edmond Shoes, Lazy Dog Restaurants and Zumiez. Unfortunately, their SS online ordering/​stocking system is really bad. When Amazon can deliver goods within days, why do they think we as consumers would be interested in waiting for months? I do have to say that my local store has friendly staff and good customer service… but I always say «NO» when they ask if I’d like to order something they don’t have in my size.

Ordered a pair of slacks online on Dec 6 as a gift for my mother, the confirmation said the item was in stock and would arrive by Dec 16. On Dec 20, I received an email that the item was backordered and wouldn’t ship until Jan 19.
They lie about what is in stock and they charge a lot for shipping. I have been ordering holiday gifts off and on for about 5 years, they seem to have lost their integrity that I thought they once had.

Just like the other complaints, I have HUGE complaint regarding online customer service. This was the first time I have ever ordered from them regarding a large furniture item and I although a supervisor finally make too because of all of the mistakes in the end, I have never dealt with such passive and robotic personality types regarding my frustrating issues with this darn headboard in my life. HORRIBLE disorganized customer service! They would tell me one thing regarding my deliver and then call back and correct themselves. There was poor communication to me regarding delivery. It WAS a nightmare!!!

This is the second time I shopped at the store, my first experience was terrific, the sales associate was friendly and helpful; when the item I was looking for was not in stock, she ordered it for me, and it was delivered to my home at no extra cost. The last time My daughter and I were at the Evergreen store it was not so pleasant. There were two sales associates working at the store, they were both busy helping other customers, so we made our way to the skincare and makeup section where one of the women was talking to another customer. When she finished helping that customer she simply walked away without any acknowledgement or greeting. A few moments later, the other associate came over to offer help, she was friendly and helpful. While she was helping my daughter, I decided to walk around the store browsing at the clothes and furnishings, the associate that had walked away without greeting us or acknowledging us was standing near the register, she continued to ignore me, but I noticed that every time the door opened and a customer walked in, she would greet them or made small talk with them. Then it dawned on me! They all had one thing in common: they were all white women! Perhaps, professional Latina women are not part of the target demographic for Soft Surroundings. Such a shame.

Do I actually have to give them a star? I have shopped very frequently with Soft Surroundings for many years and was able to count on timely shipping and product quality. Over the last 3+ years I have been ever increasingly disappointed, frustrated and now, down right mad!
The quality has become poor and the shipping is beyond frustrating and the cost of shipping is quite expensive! The buyers don’t seem to keep adequate stock on-​hand, the on line ordering system is NOT updated or accurate. This is not the first time I have had issues with SS’s stock system and items that are represented as soft but are anything but.
The last straw was my mothers birthday gift which I ordered 8 days in advance & it was noted that it was in stock. Her birthday came and went with no notice that the item was out of stock. I called a week after her birthday (my mom waited to see if the gift was en route) to see where it was. They offered a 15% discount if I still wanted to send the item.
3 weeks later I called customer service who patiently explained that they had a «glitch» in their system and the item was still out of stock. I was furious and embarrassed and needless to say, my poor mom never got her gift. Never again!

Very unprofessional customer service. They have canceled my order without any reason. I was waiting for things I ordered and they did not arrived. The bad thing is that they do not even send you any e-​mail that they were trying to reach you so you don’t know if they process the order or not… I was still patient and placed the order for the second time. I have not been notified about the shipping the whole week so I called again and the girl in the customer service told me that the order was cancelled. LOL. I asked for the supervisor who told me that the girl was looking at a different screen and that my order was shipped. They are just unticommercial. That’s all. I will probably never order again…

Online shoppers beware. Ripoff.
Wholesale
has better quality bamboo and viscose sheets at better prices.
I used to rave about this store.
But their quality is nothing like it was ten or even five years ago.
Overpriced items even on sale in the outlet.
Once you’ve bought every sheet set and 7 or more comforter sets — customer service figures your milked dry and done and becomes rude.
They stole about 128 bucks from me for a silk pillow I returned using their return label! And it was a flat defective silk pillow too!
So flat I got black eyes! Yes two because it did not occur to me the first night black eye was caused by my own hand, the pressure being under the pillow while the pillow squished too flat.
No apologizes. Instead they send another as of Id be brave enough to try that ever again! They confirmed they got back the new non defective one BUT now say they can’t find the defective one so are not refunding me! Really the gull to try and make me pay for a pillow that caused bodily harm. Despite not asking or approving they send a replacement, thus forcing anottrip to our awful post office.
A almost 200 dollar pair of sheets made with bamboo should feel like heaven and not be see thru or have exposed ugly elastic on the fitted sheet. Theirs did!
I paid almost 100 for jersey sheets which shrunk from a queen to not even fitting a full sized bed.
I was told too bad because I washed them on cold delicate not warm like the label said .yep your read that right I washed them more cautiously then the label. Jeez if I’d washed to them on warm instead of cold Id made crib sheets out of them!
This is how they treat me after buyng thousands worth of bedding in the last few months?
I even kept a set of flannel sheets that came with small holes. The amount they credited me back didn’t fully cover my seamstresses bill to fix them even.
Wish I would have sent them back as my kindness has not been doing me any favors in the customer service dept.
The gals have gotten borderline abusive. I really liked them too and coudnt believe the complaints others made. They used to be be very pleasant although I’ve laways given them their way,…taking a 39 store cred to keep sheets I can’t use because they were just too scratchy. Keeping the holey flannel sheets for 33 store credit and I paid 80 not the 40 sale price for those.
They Sent me a micromink heated blanket that one side doesn’t heat. I asked to exchange it and was told they don’t have anymore. If it’s not laundered then mail, it back for a refund. I bet I end up with no blanket and no refund.
I ordered the luxury satin spa sheets and the fitted is wrong even has a diff tag number and seems like a king not a queen size.
I don’t trust them to send it all back I might end up wasting another hundred bucks when they don’t send me a new set, say they didn’t get it or accuse me of washing it wrong or too carefully,.
Really, invalided the hundred dollar jersey sheet set by washing them on delicate instead of normal warm?
Oh and for Xmas I ordered a bunch of throws on sale for 25 bucks and they never sent but charge me for three I didn’t get.
They said my daughter signed for the box they were in.
Of the 8 throws I paid for the missing ones were in the one box that requires signature? If there was one in that box there are still missing throws!
I had over a dozen boxes before xmas from SS.
They sent me a clothes order twice. I looked and was not charge twice. I sent it all back and THEN after sending it all back was charged!
If u must buy shit from them wait for it in the outlet.
I love my new bamboo viscose sheets I got from
A queen of the best set was under 90 backs and promos can be found.
They are shelter then any set SS sells and feel better then any set SS sells. I’m pretty sure I’ve tried every set they offer.
Only the flannel set when onsale for 40 bucks is a must get.
Great flannel sheets indeed.
The Paris faux fur is the softest of them all.
Ithe Alexa comforter set on sale for under 100 is great for classing up a boys room
I’m so angry at this company and the way I’ve been treated I am sending back everythung I’ve ordered.
After talking to family members they are bringing buy the SS stuff I gifted them too. Luckily it’s been hot in Sd so no one has even openend their throws, sheets or comforters yet.
Hope stealing 128 bucks for a defective pillow as worth it to them. Now I sent sing back 8 sheets sets. 7 comforters and coverlet, a dozen blankets and throws and tons of euro shams and the shams that go with the comforters m any cases I bought extra shams, a couple pink polka dot pillows, and three heated blankets
Oh and crappy makeup items.
Also sending back the silk pillow cases my mom bought from them and I’m going t get her to send them back the comfotervsetsvsge bought. I know she hasn’t used them.
I’m a kind and gracious customer until I’m abused.

DO NOT SEND GIFTS THROUGH THIS COMPANY! I recently received a gift that I want ed to exchange. THEY DO NOT INCLUDE GIFT RECEIPTS! I had to call to get the order number which was an unpleasant experience in itself with two representatives arguing about the correct number. Once I had it, I was told that I had to write out «on a blank piece of paper» the order number, the senders name, the senders address (billing address if different) item number (which I didn’t have) reason for return, name of new item wanted in exchange, that item number, my shipping address and a credit card number in case the new item is more than the last. I asked if I could place the order over the phone to be shipped once the return was received and was told no. I asked if they could email me the gift receipt and was told no. I asked if could place the replacement order on line and was told no. As I am unwilling to write my credit card number on a piece of paper to be given to their shipping and receiving department, I asked if a credit could be given to the gift giver for a replacement item that is less than the one sent to me — I was again told no. Absolutely shocking antiquated customer service.

Do not buy from this company. I have never had such a hard time to exchange an item that was gifted to me! I came into the store one day (without the item) wanting to ask if it was possible to bring the item in for an exchange. I was wondering, because the item did not come with a gift receipt. The lady said yes that I could bring it in to exchange for something else. So, I went all the way home to pick up the item and drove all the way back to Soft Surroundings. When I returned, they basically wasted my time and my tested my patience. They were asking me the first and last name of the the person who bought this item. They also wanted to know the person’s address and phone number. I did not understand why a store needed to know all that information in order for me to exchange a item I received as a gift! It is a GIFT! How am I supposed to know how the person paid for the item or any of the information they were asking me! After an hour of waiting, they told me they could not exchange it for me! It was the biggest waste of time. I will not be back to this store ever again. Their customer service is horrendous. I was still furious when I got home, so I decided to call their customer service to see why this store would not take back this item that was given to me as a gift. However, their customer service was closed due to «technical difficulties». This does not shock me. Their prices are too high and their customer service does not add up. They really do not deserve your hard earned cash. After reading other reviews from people that have had bad experiences with this company, I have realized that trying to call their customer service again will be a waste of time. So, just beware. Choose a store that actually cares about their customers, and will want to make their customers happy
I am actually very upset that I even have to give them 1 star, because they do not even deserve 1 star.

Sparing you the minutiae of my multiple experiences (my frustration tends to take over and I’ll pen a novel) suffice it to say the expediency and cost of their shipping is simply a scam. Orders may take several days before leaving the processing facility, and then do not arrive at the projected time. A single order is split up into separate shipments with different arrival times without explanation. Particularly for the price you pay for basic/​expedited shipping on even a single item purchase, the service borders on dishonest. They were politely unhelpful when contacted, refusing what I thought was a reasonable compromise to refund the extra fee (not the whole shipping cost, just the upgrade fee) for expedited shipping service.
Also, should you wish to return an item for refund, another return shipping fee will be deducted from your refund provided you use their included label.
I have no doubt they are somehow turning a profit from their shipping policy. It is a shame that the actual goods they sell are overshadowed by this mishandling of a necessary service of any reputable mail/​online retailer.

I guess by its overall rating you know how bad they are but I feel I need to add my bad experience. I ordered 4 items in November, to this date I have only received 2 of them. The other 2 were back ordered. I can understand that, what I don’t understand is that they then canceled 1 of the back ordered items without giving me any notice (when I called they said they should have sent an email about this, yea sure!). To top it off they said they ran out of stock of the item 2 weeks after I ordered it! How is that! No more ordering from this company.

Awful customer service and VERY poor quality of the Helena Chair I. My grandmother bought us a chair from Soft Surroundings as a wedding gift. The threading was coming undone and the wood seemed worn and scratched. The back of the chair offered no support and was extremely uncomfortable. The company would not cover return shipping because they did not consider it damaged. My grandmother spent $ 578 on the chair, it being a brand new chair it should have no damage whatsoever! Also the company should be concerned with the costumers view of the product rather than their own definition of «damaged.» My grandmother has been a loyal customer of this company for decades and was treated very poorly. We had to find a shipping yard that would ship the chair due to the size of the box. It cost us $ 200 to ship back. I am completely dissatisfied with the company and especially with the way they treated a loyal customer. We will not be shopping with Soft Surroundings in the future and will certainly not recommend them to any of our family or friends.

This is a review about my online experience. Do not under any circumstances, buy anything from Soft Surroundings that you possibly may have to exchange. Or like. I ordered May 6. Had to exchange both tops: they were absolutely huge.
Did not get the replacements before June 3, when I had to go on a trip. One of those had to be returned. Sent it back June 18 when I returned from trip. I am sitting here writing this review on July 27. My money is still not credited to my card. They had more excuses. «You didn’t fill out the necessary paperwork.» I did. «You didn’t use our authorized shipping label.» I did.
The only thing nice about Soft Surroundings is their catalogue that makes the clothes look better than they are. Certainly not worth the money they ask.

Saw a nice item in their catalog. I called this store to see if they had the item in their store. The answer: No, but it will probably be in the next week’s delivery of new inventory. Rather than waste a trip to the store only to find out that the garment didn’t arrive with the next week’s shipment, I asked if they could call me to tell me when they had the item. The response was basically, we’ll call you if we can be bothered to do so. The lady acted like my request was the most ridiculous thing she’d ever heard in her life. So after leaving my name and number with the clerk, along with the sizes of the garment I thought I would be interested in trying on, I figured I shouldn’t hold my breath for that follow-​up call, and of course a call never came. I’m less upset that I didn’t get a call back (for all I know, the garment never made it into the store) than I am about the attitude from the store clerk. I was polite and respectful and got nothing but attitude in return.

Horrible customer service. I received a hooded shirt from my mom as a birthday present. It was made of t-​shirt material. 1 wash (hung to dry) and 1 wear, and there were small holes in the front. I called customer service to see what my options were, and they told me since I did not hand wash it, I wouldn’t get a refund or credit. Hand wash a t-​shirt? Give me a break. The quality of their material was terrible, and any other place would have given me a full refund. Shirt is going in the trash after 1 wear.

Expect very poor customer service. There are better catalog and online companies to do business with, with comparable or better clothing and quality. Processing is slow; orders placed here are delayed with no notification; items are discontinued AFTER being charged to the credit card, with no notification to customer; company shares (or sells) your personal information with other companies; no access to customer service supervisors and no call-​backs or followup emails. When purchases are time-​sensitive (for events or for gifts), and they are delayed, processed incorrectly, and/​or cancelled that leaves me scrambling at the last moment. Poor corporate policies for a company that markets to a higher-​end demographic. I spend a lot of money and expect more, and after multiple problems with Soft Surroundings I will shop elsewhere. We should choose to do business with companies that respect their customers and appreciate the patronage we show — Soft Surroundings does not.

Not so soft. And very little in the surroundings. Be careful if you value your privacy. Now that I’ve made an order, I get emails every other day, they sell my info to others and have placed cookies on my devices. Calls and emails get no response. If the products were as good as advertised, it might be worth all of this effort. But alas they are not.

This is a dangerous store for me to go in. Everything is soo nice, I can’t help but leave with more then I intended to buy. They carry uniques pieces that are high QUALITY; so it’s worth it to shop here and not worry about your clothing falling apart after a couple washes.