I am writing about my experience buying from the Soft Surroundings catalog. What a sad, frustrating deterioration of this company. A few years ago I purchased some women's clothing from their catalog/online and the quality was good (given the premium prices), delivery was in the expected time. Unfortunately, three months ago, I purchased three pieces of clothing that I had specifically selected for scheduled events. I ordered in plenty of time to receive the items well in advance. The items were each sent separately, each literally months past my order date. They never sent any emails or texts alerting me to a delay. I kept looking at my order online and seeing the expected ship date moved weeks into the future, over and over again. No communication to me at any point. I called customer service repeatedly. The first person told me there was a delay because they were moving to a different distribution warehouse. I complained about lack of communication and she said she would alert someone more senior. Of course nothing happened. After I returned the first two items, I didn't need the third which was a matching piece. It was already listed as delayed another month or more. I called customer service to cancel that order. He said he would cancel it. I said I want to ensure my card was credited. He kept saying they don't charge until it's shipped. Sure enough, today, weeks later, this last item that I had canceled shows up. Now I have to return it. There is a return fee of $9.95 deducted from the credit for each item - even though it was their fault. I will never purchase from them again., read more

This has been my experience. I received an email from Soft Surroundings that my order was cancelled due to corporate changes. Thus, I ordered the same item at a later date. To my surprised, about six weeks later, both orders were received. I sent them back in the same bag. Was told they didn't receive the one item, even though I received credit for the one order. Finanlly, the customer rep agreed to refund my money but also charged me a processing fee of $9.95. I will never order from Soft Surroundings again. read more

BUYER BEWARE! When I received my order there was a sheet of instructions with 2 choices for returns. I started the return process per the instructions for the "QR code return to a drop off place with no label or box". I got a response my item was not eligible for return, so I called customer service and was told they couldn't provide a QR code right now and that I had to do the "pack, label, and ship" method. The shirt came in a plastic bag which got ripped when opening, and got tossed, so have to purchase a container to ship it back, pay a $9.95 return fee, lose the shipping cost and sales tax, AND wait up to 72 hours for a label to be emailed to me. So this shirt I am returning is costing me at least $25 to return. I told them I would never order from them again. I think I will take it to a resale shop or just donate it somewhere. Lesson learned. read more

Never had any problem with Soft Surroundings. Cute clothes. Was a great shop in Naperville IL but unfortunately not there any longer!

I have purchased hundreds of dollars of clothes. I love them. They are very well made. My complaint is that the last 2 sweaters that I ordered, ended up being on back order until February 2026. I was never notified of the long delay, until I called to check on delivery date. Both sweaters were on their website. One was in a recent catalog, which made me think it was a current item. I'm taking a break from purchasing anything there. I have moved on to another on line store, also with quality merchandise. It makes me sad. read more

Stay away! I called to be removed from the mailing list since I am not going to buy their online clothes (which do not look the same quality). I got a rep from India who was doing obvious data collection. Wouldn't take me off the mailing list without my full name, full address and complete phone number, which I never supplied to the company. Nope. read more

Cassie dress is junk. Took 3 weeks to get it with no updates of shipping. Top of dress looks like a cheap t-shirt. Im done with soft surroundings. read more

Wish I would've read the reviews prior to buying. I thought SS was a decent company. Been waiting for a piece for an occasion, yet it didn't arrive on time. No communication it wasn't available. Contacted customer service-no response in almost a week. Today I decided to ship it all back, now I'm praying I'll get my credit to my account. Twice they charged me $110 dollars-twice!! Over & above my order, saying it will fall off once the product arrives. read more

This review is for their online site. Placed an order on August 10th, on August 16th the item has still not shipped, with no ETA. I've called their customer service number 4 times, reps are clueless, no-one has any idea when item will ship. If an item is back-ordered, tell the customer up-front! Also their so-called "rewards" program is cumbersome and useless. Do not sign up for it. It is a paid membership and they make it next to impossible to claim any benefit back. Who on earth is running this place? read more

Used to like their pants. Now pant tops made cheaply. Used to be a nice wide band. Do not understand why so many tops of a large multicolored large print. No classic styles. read more

I had bought pieces from them before when they had stores so when I saw a few items I really liked on their website I was super excited. I bought them and 1 of the dressed I ordered didn't come it. Someone had put the wrong dress in the bag with the correct code. Sent it back and was told that I WOULDN"T get charged the return fee. I got charged the return fee anyway. Complained and finally got my $ back after numerous calls. I was so dissatisfied with the process I also cancelled a back ordered dress that they said wouldn't be shipping for another week. They said " You can't cancel because It's getting ready to be shipped" I said " I want to talk to your supervisor" After about 15 minutes of waiting they realized that I wasn't going away easily and they agreed to stop the order from shipping. Then I got slapped with the rewards program charge that they said I had enrolled for... I was floored. I hadn't enrolled for anything! I'M BEYOND DONE WITH THIS HORRIBLE COMPANY!!! read more

I'm not reviewing this store, but the online shopping experience. You have to pay for shipping unless you sign up for their "rewards" program. So I did, not realizing that it is actually a subscription for $16.99 a month! So instead of getting discounts, I'm paying them monthly for the privilege of getting a discount and shipping. Then to add insult to injury, I needed to return some items, and they charged me shipping! I saw the recurring charges on my credit card statement and I didn't know what they were so I emailed their customer service. it took a week before they answered and told me about the subscription and how wonderful the rewards are. I cancelled it immediately. in the meantime, a $40 blouse ended up costing me another $51 plus return shipping of the items. Never doing business with them again! read more

I've been a customer of soft surroundings and now the company has totally declined. I've been trying to place an online order for 2 dresses for the past week. Multiple issues with the order , finally talked to a manager who said he'd take care of it . It has not been resolved. Have called multiple times and get a different answer with each representative. Please don't order from this store anymore-poor customer service, expensive regular shipping fees , and very long delivery times. read more

I ordered from customer service online and upon receiving item, quickly called to gt return label or instructions. The return label was emailed to me. I followed instructions and returned at USPS on 10/4/2024. Today is 10/22/24, and after four calls beginning 10/10/24 since I never received email showing receipt of return order, and today 10/22. Still no credit for return. Soft Surroundings was a regular store for me fr over 30 years. What has happened to this brand??????? They really need to step up customer service. But, I doubt I will continue to be customer. read more

I love this store. They are really helpful and Nice. I just wish the plus sizes would return!! Kudos to Connie, Peggy and Kim!

The ladies that work at this shop are not friendly or welcoming. No one smiles or appears happy to do business with you. I feel so uncomfortable that I plan to travel farther to shop at another location. read more

Like their clothes, was going to buy three items totaling over $250 today. However, when I saw the shipping charges, I changed my mind. Most companies offer free shipping on items over $100. I don't understand why their shipping is so expensive. read more

Staff is rude, unprofessional and for the first time I felt discrimination at its finest. I went in there to assist my mother for interpretation as she does not speak English fluently and she wanted to explain if she could get a price adjustment. I fully understand a policy is a policy but these women ganged up on us like we were trying to steal from them. I wasn't upset over the denial of the price adjustment but more of how they treated my mother. We took back the item and proceeded to walk out. This GROWN "well educated" woman (or so I thought) had the decency to yell out "at least they understood something" .... it may not matter that they lost a loyal costumer... but It matters to know what kind of ugly people we got in our community. read more

I went into this store to shop for one of my clients - I was beyond thrilled with the service here. I gave one employee pictures from their catalogue and she searched and grabbed the clothing herself. There was a manager in training and she was just amazing herself. Very friendly atmosphere and great home items (along with clothing of course) I would highly recommend a visit here! read more

I am not reviewing this particular store. I ordered out of a catalog. The product is fine, but they had a promotional price that they did not honor, after two phone calls and a live chat. read more

The store itself is beautiful and welcoming, as is the staff. They have an awesome selection of clothes as well as beauty items. It offers a high end shopping experience without the prices or the snobbery. read more

Sales staff at this location are terrible. I've been in the store at least 3 times recently and was pretty much ignored by the entire sales staff each time. Today I went in, tried on several outfits and was never acknowledged by anyone on the staff. While their clothes are great, I'll opt to buy elsewhere because of the total lack of customer service. read more

I stopped out at Greenway Station yesterday and felt compelled to write a review because of the night-and-day difference between the shopping experience at Soft Surroundings vs. the J. Jill across the street. J. Jill was pretty dead, not a lot of size selection and the staff was unfriendly and unhelpful (which is often the case when I stop there). Soft Surroundings, on the other hand, was bustling! The store smelled great, the employees were friendly and attentive and there were about 12+ ladies shopping, trying things on and purchasing. Overall, a positive experience! Take some notes, J. Jill. read more

Found a beautiful, grey shirt with a little sequence on the sale rack today. There was a large sign above the rack stating an additional 40% off sale items. However, when the sales clerk rang it up, I was informed the 40% off was only for certain items that had a number 98 on the price tag and this shirt was not included. I left without the shirt and found something at the Loft instead. What a rip off. read more

I was at this store only a few times. Store well organized and clean, clothing good quality, good selection. Customer service was excellent and very friendly. Only one small detail for improvement: croped pants were hanging in a discounted merchandise area. However, when cashier checked pricing-all of them were at regular price. If somebody made a mistake-sale price had to be granted. read more