Soft Surroundings

I have been an avid shopper of Soft Surroundings and frequently recommended it to others over the years. I recently had two orders cancelled. I emailed the first time my order was cancelled with no response. The second time my order was cancelled, I called. The customer service person requested that I call back and speak with a supervisor the following day. He was unable to tell me why my orders were cancelled... yet the charges are still pending on my credit card. Very poor experience. It will be a wonder if they are able to stay in business with poor communication and poor service for loyal customers.

Something has changed there in the last 5 years. For the second time this year, I ordered an item online and found out AFTER that they really don't have the item. They might have it in a month but I went through this before and an order was delayed 4 months until I cancelled. I think they place orders with their vendors AFTER they get a sufficient number of orders. Will never deal with them again.

For what they charge PLUS shipping, I can shop elsewhere.

I've tried 2 items of clothing from soft surroundings website and have been underwhelmed by the products. Cheap feeling materials with misleading photos online. For reference I have also bought from retailers such as: Everlane, White House Black Market, Boden, and Adore Vert.
Customer service is horribly lacking too. First, the shipping took forever, (shipping by the way is 9.95 flat rate) I ordered the pants in November 2021 and didn't get them til January 2022. When I reached out to cancel the order due to the fact I wouldn't receive them by the time I needed them; customer service just made excuses and said 'sorry, but they couldn't cancel a processing order'. They didn't try to make things a little better. Then the return process has taken longer than 2 month to finalize and I'm charged a small additional 'handling' fee on top of the 7.95 label cost. Shady business practices. I won't be buying from them ever again.

I never actually received anything from 3 orders I placed. After waiting some time I finally got a hold of them and there was no longer an order, cancelled. They seemed genuinely confused that I wished to know that and confirmed they sent no notice. So, very poor service.

I decided to give one more try today since a brand new catalog arrived in today's mail. It had two really nice hoodies perfect for summer nights and right now too. Great, will order them immediately.

Both out of stock until the end of summer LOL why even send a catalog out that arrives today and things are not in stock until after the season ends?

I am officially done now.

I decided to order 3 items from Soft Surroundings. During the ordering process, I learned all 3 items were back ordered, so I cancelled one item. The second item was delivered on the stated delay date. It was a nice top, but overpriced for quality. I waited 3 months for the third item, as the delivery date was pushed back 3 times. Once received, the $98.95 dress had a see-through panel (not shown or mentioned on web page or catalog) and was returned. With shipping and tax, I paid a total of $110.89 for the dress and was refunded $97.94, which was even less than the actual cost of the dress. I emailed the company regarding this amount, and they came up with some sort of explanation. My refund appeared on my credit account 14 days after I shipped the dress UPS, using their refund label. Needless to say, I will not be ordering from this company again.

While the staff at the Naperville, IL store are very helpful, the website and customer service are terrible. I ordered a dress last year and the delivery date was pushed out 3 times. I cancelled the order since it was a Summer dress and wouldn't arrive until late Fall. I also returned a few items because they were not at all like they appeared on line or in the catalog - cheaply made. I sent all the returns back in separate packages weeks ago and so far only one item has been credited back. Although the website states packages will arrive via FedEx, they are actually routed to the US Post Office, which takes much longer than originally stated on the website. I may buy from the store direct in the future, but will definitely NOT purchase through the website/catalog.

I started ordering from Soft Surroundings about 10 years ago. Their styles were trendy and breathtaking. I loved them. I don't remember any problems with my early orders. Their prices were always high but the clothing was quality and has lasted over the years. CUSTOMER SERVICE has become the problem, they have none now, read nearly every review and it's about customer service, shipping and them canceling. If you have all the money, time and low expectations in the world order from them, their products are beautiful and unique. But beware of all the other things mentioned in these reviews. Everything that is said is accurate to the best of my knowledge and experience..