Soft Surroundings

This negative review is NOT where I wanted to go, because I truly love the clothing line at SS and have started a collection (thru online shopping).
However, to me, it’s more about customer service:
1. The online statement that your order will be shipped in 24 – 48 hours is not so, but you don’t know it, until you’ve bought the item (s) and it says shipment will be in 2 weeks from that date. There is no mention of backorder or no longer available.
2. After calling Customer Service, the item was on backorder, and the rep was nonplused in the fact that I should expect to know that; plus, her attitude wasn’t very gracious.
3. The next time I heard from them, the order was moved to further date, a week away. Again, no explanation.
4. I sent an email to cancel said order, and it was ignored — never heard back.
5. Another email, saying the order has shipped!!!
There is no excuse, whatsoever, to handling business this way, and I will unfortunately steer people away from buying from them.

Loved their clothes by looking at the catalog, but tried to cancel an order and their customer service line is open. Only by calling their order number did I find out that their working customer service number is 888 414‑7638. I did cancel the item by email but got it anyway. As a curiosity, I opened it and it was not the soft material they advertised. It was a stiff woven cotton. I will never make the mistake of ordering from them again.

Although I love the merchandise, I recently felt my personal space was invaded when entering the store. The first woman instantly stood in front of me and asked me if I’d been before. The second woman asked if I wanted a changing room while three more asked if I needed help. Each one I politely said no, no thank you or not now, thank you. Once I got to a fitting room, the woman hovered around my room and never left my side. It was way too much attention. There were more workers than customers. Way too much hovering and smothering. Tone it down ladies!

This review is based entirely on the toll free customer service. After waiting an eternal ten minutes of being on hold to be finally connected in speaking to a human being, the representative repeated to same questions three times. All I wanted was to be demoved from their mailing list of endless catalogs in the mail. Is it so difficult to be removed against my will?

This is a beautiful, comfortable standalone store across from the Galleria. Parking was easy as there is a free lot and a garage available. Staff are always friendly and helpful.
Clothing: Their clothing line is classy, modest, and well made. It’s a bit on the pricey side but you know the clothing will last. The pants are too mom-​ish for me (high-​rise) but the tops are nice and loose and long and flowy.
Spa: This spa rates with the best I’ve been to in Chicago (I’m from Chicago). It seems strange having a spa in a clothing store but the room is beautiful and relaxing. I have had several facials here — the aesthetician (sp?) is professional and friendly and always remembers me.

Very disappointed with the customer service of the catalog division of this store. As any woman can tell you, most good-​quality stores (online/​catalog) do not charge shipping if an item needs to be returned. Soft Surroundings makes the customer pay when an item falls short of expectations. Unless you are absolutely certain that an item is EXACTLY what you want, buy from a more customer friendly site.

I love the staff at the Brentwood store, such great women and service! Everyone is knowledgeable about the product and great when it comes to replacing your make up or your entire wardrobe!

I ordered the Mariella Chest from Soft Surroundings over 6-​weeks ago and I am sorely disappointed. I ordered this beautiful chest with the idea that it would be delivered to my new bedroom, as I as in the middle of a move.
First, they delayed shipping an extra week, making the dates misalign for the move. OK, OK, I can practice patience. Then, I asked them to change the address on the delivery, since I was now at a new location. One person I spoke to on the phone told me it was shipped on that day. I noticed the address hadn’t been updated online a few days later, so I called them back to confirm. The address had not been changed, and the item had, in fact, not been shipped. This was the first miscommunication.
Now, I take off a day of work to be here during the large delivery window that Seko Logistics provided me. I was so excited to unwrap it and load it with all of my clothes that are currently sitting on the floor of my room, awaiting a dresser.
The delivery men came during the specified window and dropped the box off in my room. They did not help unwrap it or unload it. The box was somewhat damaged. I began to unwrap the box and noticed that there was a broken piece of wood on the bottom of the dresser, split in half. Uh oh. Then, I noticed the top of the dresser’s molding was cracked and split, nearly falling off. Double uh oh!!!
I called customer service, hoping they could calm me down. They absolutely didn’t! I spoke to two different people who insisted that the dresser (and all it’s garbage) would not be able to be picked up for return over the weekend. In fact, it could be a few days until the request was even processed. This was unacceptable to me. I paid $ 800 for this chest, took a day off of work, have to live with all this mess in my bedroom for several days, and now have to take more time off of work to have somebody come take it away. I have a hard time believing that there was no company in San Francisco, CA that could intercept the package over the weekend.
The real kicker, after all of this, is that the chest is out of inventory until SEPTEMBER. They insisted that there was not one other chest available to rush shipment to me. So now, after many weeks of waiting patiently and building a dream room around this one piece of furniture, I am out of luck. I am very, very disappointed in the quality of service, response to my dissatisfaction, and willingness to make it better. I will not be ordering anything else from Soft Surroundings and will be sure that all of my friends in Bay Area are aware of their shortcomings.
Now, I am off to search for another dresser… and a more affordable one, at that – hopefully one that comes in one piece!