Soft Surroundings Reviews 

Wow!! This company charges for shipping, charges for exchanges, charges for expedited shipping .... then doesn't deliver!!

Do not order from Soft Surroundings. By

Do not shop with this business. They do not refund sales tax. And it's extremely expensive for shipping and return shipping.

Wow I used to love Soft Surroundings and my family and I have been faithful customers for years. Not anymore. We ordered a beautiful jacket for a Christmas party that was ordered a week before Thanksgiving. Website said they had it in stock and would be here by Dec. 6th. Went on website as I realized we never got a shipping email. Website states we are guaranteed next shipment date of May of 2026!!!! and we will not be charged until then. We don't need it in May. I emailed customer service and Angeli stated he cannot cancel the order by this time. I absolutely informed him that since the website stated it was in stock and would be shipped right away, that Soft Surroundings did not even have it at their warehouse at this this, they can absolutely cancel the order. This is now becoming illegal the practices they are doing. They cannot charge a card for fraud deception on their website. I used to love wearing their clothes. They will not last much longer sadly.

The worst return policy and customer service. I bought a top that didn't work out and called the company to ask how to return it. They gave me instructions and sent a QR code for UPS, but "neglected" to tell me they charge a return fee. The also held onto my shipping money. I paid $56.78 for the item and was only refunded $35. I called to complain and ask for my total amount and they agreed to refund the return fee (which will take a few days). Do not shop with them as their return policy is a quiet form of theft.

I've been a loyal SS customer but I feel like they are no longer loyal to their customers. I ordered a sweater that was $89.95. It didn't fit so I had to return it. The $9.95 charge for the return is bad enough. But to also add a $13.95 charge for "taxes and adjustments" is over the top. It cost me $24.00 just to try on this shirt. That's ridiculous. No more orders from me!

Ordered six weeks ago, two pairs of pants, three tops, necklace and earrings. Two separate orders arrived with the clothing.Just found out that the necklace and earrings wont be shipped until 12/17.Had I known they were backordered I wouldn’t have ordered them. Will not order from Soft Surroundings again. I miss their stores.

The color was nothing like what was pictured. I ordered Soft Jadeite (a light green). I got a light blue that looked like a tweed with white yarn color throughout.

Placed an order in July - after numerous calls and promises I just assumed the order was not going to be filled. Just arrived mid November...very timely as I wanted this for a wedding in October. Not worth the effort to try and return. DO NOT RECOMMEND.

I would give you a 0 star if it was available. I purchased the Soft Winds Chenille Sweater in Ivory. After 2 (two) HANDWASHES, the chenille showed a flaw in the material on the front of the sweater. When I contacted the company, I was informed that Soft Surroundings was under new management and would NOT honor any past purchases. This sweater is $94.95. That is an unacceptable business practice. They are still selling the item but will not replace my damaged one.

The jackets I ordered were very outsized. I paid for the return shipping. A week later, had to call because the refund wasn't showing on my credit card. I noticed a pending charge of $16.99 on my credit card and was told I signed up for a loyalty program. Was told it would be cancelled. Had to call back to find out it was a MONTHLY charge (who pays a monthly $16.99 charge for the "privilege" of buying your clothes) and fight to get the original $16.99 refunded. VERY BAD AND SNEAKY PRACTICES!

This Company takes forever to ship products. They do not communicate at all. They lie about product availability. I would definitely stay away from them. I can see why they’re about to go out of business.

I placed an order on 11/13, paid extra for expedited 3-day shipping, as I needed the items for an event on 11/20. I then received a notice that my items would not arrive until 11/21. When I contacted customer service, which I can only hope was AI and not an actual human, because surely no customer service rep would be so unhelpful, I was told that "3 days" were only business days. Ummm...let's try that math: Friday 11/14, Monday 11/17, Tuesday 11/18...why isn't my expedited order arriving until Friday, 11/21? Someone needs math help. NEVER AGAIN will I order from this company, who cares so little about its customers that they don't even offer a refund of premium shipping that never happened.

I will never spend another penny with this company. I have been a good customer for many years but my purchases during the past few months this year were awful. Despite ordering the same size as always before or a different size according to their published size and fit charts, my items were way too large- baggy all over and 4 inches too big in the waist measurement. I have tried communicating with customer service to get a refund or exchange, each time receiving a canned response which seems AI generated. I estimate I am out over $700 in merchandise that is worthless to me. I have unsubscribed their emails and will send future regular mail directly to the garage can. I hope this company suffers a painful death in bankruptcy.

I would give zero stars if possible. This is not the SS of yester years. I was prepared to purchase a beautiful pant set and the shipping cost was 18.00. Are you kidding me?? I connected with customer service, which could not offer an explanation as to why shipping cost has increased so. After a customer service call that lasted over 20 minutes, I cancelled my order and signed out. My days with SS are finished. I do not recommend this company

I order from them maybe once a year. This time, the jeans I ordered were the wrong size. The label was correct, but was not on the correct size jeans. I wanted to return by mail because Im not near any drop sites. The website wasnt working so I called. When I printed the label it said to drop at UPS, so I called back. The young lady kept repeating the same scripted line like she didnt understand me. Then said I couldnt mail them. I asked for a supervisor. Same conversation. Finally she said I could use the label because it is for UPS ground which is done by USPS. Ok. That settled. But, I was told I was not telling the truth about my conversation with the first person more than once by the supervisor. OMG! I just wanted my money back for their mistake. So, if you want to pay $9.95 plus sales tax for their mistake and be called a liar, this is the company for you.

UPDATE: As I thought, the post office would not use the label they gave me. The post office no longer has a contract with UPS. Their return policy is not to be believed.

I was inadvertently signed up for their loyalty program which charged me 16.99 per month. Unfortunately I did not realize the charge for several months.

Buyer beware, I must of checked a box for free shipping or 10% discount on my order. Totally unaware of the monthly charge.

This is a bad business practice and will NEVER shop there again or Cold Water Creek who now own them!

I placed an order in August 2025 for four sale items. One shipped immediately and the second shipped two weeks later. I called on the remaining two items several times and was told “they are shipping next week”. My last call I was told “congratulations, you’ve secured your order delivery for March 2026”. Incredible! How do they stay in business?

Do not do business with them. Always a frustrating experience and you may or may not receive all your ordered items.

The bottom of the Highland Tunic sweater I bought started fraying and coming apart the first day I wore it. The Neva Sequin cardigan sheds all over the first time I wore it and that continues. I used to buy all the time from Soft Surroundings and I never will again.

Ordered two items. I received one item - but it wasn't mine. The packing slip inside showed it was to go to Montana. The second item never arrived. Had a terrible time with customer service. NEVER AGAIN.

I made an online purchase from Soft Surroundings June 2024 for obe item. I rarely shop there. At check out, I said yes to "free" shipping as part of a "rewards " program. Months later I realized I was getting a $16.99 monthly recurring credit card charge,as part of the rewards program, which I never authorized.
Customer service did refund 5 months of the charges. But I am out over $150. I feel their tactics are deceptive and take advantage of customers.