Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October or November 2024 I took advantage of a promotion of one free month free membership in Soft Surroundings Rewards. The program promised to offer discounts and free shipping/returns. But I canceled my membership before the month was up because I found the claim process to be burdensome, and the shipping/return charges would be refunded, as opposed to omitted . It also seemed sketchy, as all the terms of membership were not clearly articulated on the website. All throughout the process, it was confirmed to me that the reward payouts came by physical checks after the 15th of the month. When I called to cancel my membership, the agent verified that I would still receive the checks. I have not received any checks. SS Rewards agents now say that the payout method was changed and that I can only get my payouts by asking a store for a gift code. I do not intend to purchase at this online store ever again. I have made several attempts to have the matter escalated but no one is responsible. I just want the two payouts that were promised to me (totaling $38.86) The first approved payout was for $23.87 and the second was for $14.99. It seemed incredulous that rewards would come by check these days, but I have opened every piece of junk mail everyday since November looking for those checks. Nevertheless, that was the promise and Soft Surroundings Rewards subsequently changed the rules. Thank you. I can provide notes from numerous phone conversations with agents, if needed.

  Customer response

  01/23/2025

  Hello, thank you for helping me resolve this issue. My complaint is against Soft Surroundings Rewards. I believe Coldwater Creek is the parent company of Soft Surrounding stores. 

  I tried to attach a PDF of the e-mail saying that a payout would be made to me but I cannot see if it is there. I am copying and pasting it here. It is from My Soft Surroundings Rewards, dated 11/26/2024.

  
  Sign In
  YOUR MEMBERSHIP HAS BEEN CANCELLED
  Dear ****,
  
  We've cancelled your My Soft Surroundings Rewards membership. If you have a balance in your Savings, you will receive a payout on the 15th of the following month.
  
  Thanks for giving My Soft Surroundings Rewards a try, we welcome you back at any time! If we can be of any further service, please don't hesitate to contact us at ************.
  
  Sincerely,
  The My Soft Surroundings ************************ Team
  Member ID: ******

  

  Business response

  01/29/2025

  Customer is requesting an accommodation that cannot be fulfilled.  Here is the link to the Rewards program and it explains the rebates and how they are paid out and a check is not an option. ************************************************************

  Furthermore, we reached out to the loyalty program, and they also confirmed that the rebate is refunded in the form of a store credit or "savings" in the amounts of $23.87 issued on 11/14/24 and $14.99 issued on 12/11/24 for her.

  Customer response

  01/30/2025

  Thank you for your response. The information that you cite is what the business says now. But at the time of my several phone calls, which were intended to understand how the loyalty program works, I was told several that the rebate is made by check. I found this incredulous, but that is what they said. Here are some of my notes from various phone calls. If a supervisor could listen to the recorded conversations, it would be clear that either several employees were misinformed, or that there was a change in the way the rewards would pay out. I believe it was the latter. The company should be accountable and honor what its employees told customers. Thank you again for considering this.

  Nov. 6, 2024 ********** Rebate should be made this week BY CHECK. Call by 29th to cancel.
  Nov. 11, 2024  (Elise). It takes 3-5 banking days to recover full refund. THE CHECK would be mailed to me.
  Nov. 25, 2024 (****** and later ******) In this conversation it was confirmed that I had to upload copious amounts of documentation in order to make a claim. It was also reiterated that a CHECK would be sent. I recall asking if this was real or if I was being punked: In 2024 I had to submit copy after copy of receipts in order to get a check? Who has time for this. I wrote this is pure insanity! and asked to cancel.
  Jan. 8, 2025 (******). Rewards have been approved and mailed 12/11/24. Check is on its way.
  Jan. 9, 2025 (*****) **************** decides how to rebate. Could be gift code, could be credit, could be anything. She mentioned that the way they were doing the rewards has been changed around
  Jan. 9, 2025 (Tayana?) Now there is no check. Only payout is for a gift code. Not sure who is responsible Soft Surroundings or Soft Surroundings Rewards. Will escalate to customer service.

  Customer response

  02/06/2025

  I am sorry to hear that you have closed this case. Your message said I did not respond to an earlier communication, but I did and you can clearly see it. Thank you anyway

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was given store credit for a refund at a physical store I visited before they were closed. The credit was placed on a physical card. I have often received mail and correspondence from soft surroundings and was under the impression that they had my customer information and would have notified me of their closing and the fact that my credit would no longer be valid after a certain date. I never received notification. I live in a different state from the store I visited and have not traveled back, due to illness, for several years. I dont understand how money can just be kept like this and no options for credit transfer be given without notice. Im astounded that a company would do this. I really cant believe they would just keep my money and that it has simply disappeared.

  

  Business response

  01/09/2025

  We apologize for the inconvenience, upon review of gift card, there is a remaining balance of $41.82. We will email customer a new gift certificate with that amount that she can use on a purchase. It will be emailed to ****************************

  Customer response

  01/11/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I returned an item to Soft Surroundings on 12/21/24. According to the tracking number it has been received by the business. Im waiting for my refund. When I inquired about the status of my refund I was told to supply the tracking number which I did. Still no response. This is unsatisfactory. Im done shopping and ordering from Soft Surroundings. Not only are their shipping and return label fees too high, their customer service is AWFUL! Non- English speaking representatives are not helpful. In addition, the happy returns representative sounded like she was lounging on her couch at home and was surprised and annoyed to get a business call and was very unhelpful in her customer service responses. Im not taking any more chances on ordering items from Soft Surroundings, its not worth the headache of trying to communicate with non English speaking representatives and having to beg for a refund on returned items.

  

  Business response

  01/09/2025

  Customer was granted a refund on 1/8/2025 for the return of the Asteria Dress in the amount of $78.54. It can take 3-5 business days to reflect to her account.

• Initial Complaint

  01/04/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two items for my mom for Christmas in early December. I received only one of them. I was never sent any notification by Soft Surroundings about the fact my second item would be delayed. I was charged for BOTH items. After Christmas, I contacted **************** and asked where my second item was, and they said it's backordered until MAY! I received no notification of this and it was IN STOCK when I made the purchase, so it was very disappointing. Again I emailed **************** (new inquiry) this week and asked again (to confirm that it was really MAY for a ship date), when the item was final sale to begin with....I was wondering if the info the first ***** provided was accurate, given these facts. The second ***** said that the item would ship in January (this month). This was also strange, because she referenced the incorrect item (she referenced an item I did not even purchase). I feel there is confusion and this is causing me to spend a lot of time and cycles on this communication. At this point, all I want is for Soft Surroundings to either ship my item in a timely fashion (within the next couple weeks) OR immediately refund me for the item that was not shipped in time for me to give it to my Mom for Christmas. Item I did not receive: Varese Linen Blend Jacket - Item #2GC905280105 - Color: Colony Blue, Size: PXS ($59.98 USD). Order Number: *******. Thank you!

  

  Business response

  01/08/2025

  Please accept our apologies for this inconvenience.  Upon review of your order, the expected ship date is May ******* for the Varese Linen Blend Jacket. I have attached a photo of this information. We will go ahead and cancel per your request. We do have that jacket available in Misses X-small that is in stock for $39.97 if customer is interested. Since the jacket has not shipped the authorization for it should have fallen off, we don't fully charge until the item ships, once it is canceled it will not start a refund.

• Initial Complaint

  12/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed 2 orders with this company in December. One on 12/5/24 under order #******* and one on 12/19/24 under order #*******. I emailed them asking where my merchandise from my 1st order was on 12/12/24 and *** *. responded on 12/14/24 saying it would ship in the middle of December and I would get an email when the item ships. I just emailed them again today saying I have not received either order YET ON 12/22/24 THEY CHARGED MY CREDIT CARD $59.97. They are not supposed to charge me for anything until an item ships and when an item ships they are supposed to notify you via email but I havent been notified! I have since read NUMEROUS COMPLAINTS ON YOUR WEBSITE ABOUT THIS COMPANY from people saying they never got their merchandise but got charged money on their credit cards for the merchandise.This is a sleazy ******** will never do business with this shady company again! In the meantime I want your help to either get me the merchandise I ordered or have them refund the $59.97 that was charged to my credit card for merchandise I havent received.

  Customer response

  12/28/2024

  Today I received my order # ******* placed on 12/19/24 but still no word about my order # ******* which was placed on 12/5/24. 

  

  Business response

  01/02/2025

  Please accept our apologies for not receiving the shipping confirmation emails. In regard to order *******, it delivered 12/28/2024 per **** Tracking Number **********************. The order 1243463 is still awaiting fulfillment and has not yet shipped. If you did not receive the package on 12/28 or around that date, please give us a call at **************.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a L'Enchante tunic - #2FR1610601 - Size Small Missy on 8/2/2024 for $71.20 plus shipping. I kept getting notification of shipping in the future due to back-order of this item. After over 4 months, I called Soft Surroundings on 12/26/2024 about the status of my order. I was first told that the item would ship in 2 weeks (standard story), but then was told that the item was in stock and could be purchased and sent immediately for $89 - more than the $71.20 original purchase price. I was told the discount code I used for the original purchase was expired - not due to my fault, but because Soft Surroundings did not deliver package. I asked that the original price of $71.20 be honored and was denied.

  

  Business response

  12/27/2024

  Please accept our apologies for the inconvenience. We will have a representative reach out to you and reinstate your order at the previous price.

  Customer response

  01/06/2025

  Your previous message stated that Soft Surroundings would contact me. They have not contacted me about  a resolution to my complaint. My complaint still stands as there has been no resolution.

  

  Business response

  01/08/2025

  Please accept our apologies for the inconvenience. We will make another attempt to contact the customer. The L'Enchante tunic - #********** - Size Small Missy is no longer available but we will extend the offer to another item not exceeding $100 to price match to $71.20.

  Customer response

  01/09/2025

  Complaint: 22733207
  
  I have reviewed the business' response and am rejecting it because: When I contacted Soft Surroundings before I filed this complain, I was told the item I ordered in August was on back order (and had been on "backorder" for 5 months). I was given the standard answer when asked when the back order would be filled, they said (as they said every time I contacted them) that the back order item would ship in two weeks. I was then offered to buy the exact item that was in stock and ready for immediate shipment for more money. It is why I filed the complaint. Their response now is that the item is now no longer available for purchase. I think the public needs to know that their business practices are fraudulent and it is my hope that the BBB keeps this complaint on file for others to know what kind of organization they are dealing with.
  
  
  
  Sincerely,
  
  ***** *****

  

  Business response

  01/14/2025

  We are very sorry to hear about your negative experience and appreciate your feedback.

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I attepted to place an order for a sweater online, the website was not working correctly, and in the process of trying to place the order, it ended up being placed 4 times. i received 4 orders of the same sweater but obviously want only one sweater. When calling customer service, they said since the order was placed 4 times, I must still pay $9.95 per return shipping for each sweater. They said their website works, and it was my error.

  

  Business response

  12/27/2024

  Please accept our apologies for the misinformation. We will waive the fee on 3 of the 4 orders so you won't be charged for the label fee.

• Initial Complaint

  12/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an item which was received by soft surroundings on nov 4, 2024. I did not get my refund. I have called 3 times. They promise each time to refund the money but they never do.

  

  Business response

  12/23/2024

  We apologize for the inconvenience caused.  We have created your refund in the amount of $42.24 which will post to the origbinal form of payment within 5 business days.  The refund ID is *********.

• Initial Complaint

  12/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an online order with this company on Dec 1. Several weeks had passed and I did not receive the order. I contacted them by email and the response I got was the item was on back order and was expected to ship mid December. I never received an email about any back order and here we are almost two months later and I still do not have my merchandise although the company took no time in charging me for it. The order is *******

  

  Business response

  12/23/2024

  Upon reviewing the customer's order, we confirmed the item was out of stock, and an expected ship date was provided. When the customer selected the size and color, the expected ship date of 12/27 was displayed. This information was also presented in a pop-up when the item was added to the bag and in the shopping bag before proceeding to payment. We only charge for items as they are prepared for shipment, and since the order has not yet shipped, the customer has not been charged.

  Customer response

  12/24/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** *********

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Soft Surroundings catalog order E1127580 11/06/2024, 4 items paid $146.31 ***** Slim leg pants 2GM700001215 had 1 leg almost 2 inches longer than the other. Was emailed a return label for the 1 item. Pants received 11/30/24 at their ********* facility with the return and exchange form included showing the problem. December 17 customer service advised that the credit was sent to **** the day before. Today, December 20, was advised that was incorrect. Matter must be sent to supervisor for approval and afterwards a 3 to 5 day wait to be sent to **** for $55.37 credit.

  Customer response

  12/22/2024

  Credit is finally pending on my **** card.

*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. ↩