Soft Surroundings

Complaint: ***
I am rejecting this response because:I will accept a full refund and end this case when my husband sees the full refund of $put back on this *** account.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I received sweaterThe size and item is finally correctMy wish is this company's management take it's business seriouslyUse all the mistakes made noted as a learning toolThis was the last gift my mother purchased while aliveThat alone could and should have evoked a desire to succeed in resolving thisI managed executive customer service at an international company so please believe me, you have a problem
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We received information from the customer stating she never received her itemThe item was shipped from our warehouse and was to be delivered by a third party vendor after communicating with the customer and scheduling a time frame for deliveryThe customer rightfully refused the an item that was
not hersWe have issued a refund for the full amount of the item plus any freight fees associated with the item

Upon review of the customer's order, our records indicate the following:7/4/17- Customer placed online order for 5 items: Paisley Park Tunic, Becoming Batik Hoodie, Flower District Tunic, Millie Top, and Tropical Top.   A confirmation of the order was sent to the customer’s email address...

on this day.  The Paisley Park Tunic, Becoming Batik Hoodie, and Tropical Top were backordered at the time her order was placed. 7/29/17- We received the Flower District Tunic for refund.  Customer did use the prepaid USPS label we provided, but due to an error, the prepaid label fee of $6.95 was not deducted from her refund.  Customer received a refund of $98.95 for this item on 8/2/17. 8/4/17- We received the Tropical Top returned for a refund.  Customer used the prepaid USPS label we provided and the return label fee was deducted accordingly.  Cust received a refund of $61.01 for this item on 8/10/17. 8/20/17- Customer emailed us asking why we had shipped the Becoming Batik Hoodie.  We let the customer know that the item had shipped on 7/25/17.  Customer responding saying she did receive that item, she wanted to know about the Paisley Park Tunic.  We let the customer know she had ordered the item originally on 7/4/17 and what her options were as far as returns.   8/21/17- The customer then responded saying we had previously sent it to her and she had returned it.  We advised the customer to provide us with return tracking information for the return of the Paisley Park Tunic.   8/22/17- Customer responded to previous email, saying she had only ordered 4 items from us and did not have an order for the Paisley Park Tunic.  We then tried to reach the customer by phone in an attempt to clear up the confusion with her order; we emailed the customer to let her know we tried to call her.  Customer responded to the email saying she had just returned the Paisley Park Tunic on 8/21/17.  We advised the customer to allow 7-10 business days for her return to be received. 8/24/17- Customer called regarding her refund amount, likely due to the $6.95 deducted for the label from the refund issued on 8/10/17.  We explained to the customer this part of our return policy.   Resolution: We will refund the $6.95 label fee deducted on 8/10/17.  We will waive the fee on the return of the Paisley Park Tunic and she will be refunded $89.95 for the item.  Customer is welcome to review our full return policy online.   For any future orders, the customer may choose to use her own return shipping method, in which case the $6.95 label fee will not be deducted from her refund

We are so sorry for the customer's experience with one of our agents. We are making it our top priority to look into and review the call. We will handle that agent accordingly. We do show per [redacted] tracking that the customer returned [redacted] and the [redacted]...

[redacted] on 12/13/17. We did not receive the order from [redacted] until 1/5/18. We send out a standard email to let the customer know we have received their return and will process their exchange or refund (which ever they request) as soon as possible. They email should have been sent to: [redacted]@yahoo.com. Our warehouse treated the order as a gift exchange as the name billing and address were different from the shipping, so a gift certificate was created, which would be used on a new order for the customer. From there the customer chatted with us on 1/15/18 looking for the exchange order. The gift certification that we were going to use on the exchange order was processed in the system but the order for the exchange had not been placed yet. After the conversation via chat, our chat agent did place the exchange order for the customer for the  [redacted] (Order# [redacted], the expected ship date for this item is 1/25/18). Unfortunately the other 2 items the customer requested were permanently out of stock.  We did attempt to reach out to the customer and a voicemail message was left. We could be happy to make sure the customer is fully taken care of. We just need confirmation if she would still like the item we have on reserve for her or a full refund back to the credit card.

Complaint: [redacted]
I am rejecting this response because:I want to confirm that the $200 dollars I asked to be removed from my bill has been done. The attached screenshot says that there is an $800.51 order total. That should come down to $600.51 after the $200 is taken off for this ordeal I had with the use of gift cards. Once I see that the additional $200 is taken off, I will accept the resolution. Thank you. 
Sincerely,
[redacted]

See attached.

Initial Business Response /* (1000, 5, 2015/09/03) */
Our company is sorry this customer was not satisfied with the product they ordered from us. We have set up refunds for the Processing and Shipping charge of $9.95, Return Label fee, and all taxes on the order. This refund should be in the...

amount of $17.86, which, along with the amount of $64.27 that has already been refunded, will equal the entire amount the customer was charged for this order: $82.13. We have also issued this customer a $20.00 Discount Coupon for a future order. We hope that they use that coupon on a new order and hope that this makes up just a little for the disappointment this customer experienced with our company. We guarantee our products. We will let our Inventory Control department know that this customer felt the quality of the product was not good. We appreciate the feedback.

Initial Business Response /* (1000, 5, 2015/12/11) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@softsurroundings.com
We have spoke with the customer to verify the name and address to be removed from our mailing list. The information has been...

suppressed so that no future mailings will be received after late January. We have 2 catalogs that have already been printed and mailed so the customer may receive these two additional mailings.

see attached

Upon review of the customer’s order, our records indicate the following:  The customer placed an order by phone on 10/15/17 for a total of 11 items and used 4 forms of tender on the order.   She used a $20 discount coupon, two prepaid [redacted] gift cards and her credit card. ...

 When processing credit cards (and gift cards), our system searches for a billing address to associate with the card.   However, prepaid gift cards do not typically have a billing address associated with them.  Unfortunately, this did cause the customer’s order to be declined several times and delayed the shipping of her order.   Per the customer’s request, we deducted a total of $259.98 from her order total.   We also waived all shipping fees and upgraded her shipment to overnight delivery.   We contacted the customer by phone on 10/25/17 to let her know that we were honoring her request.  The customer is welcome to contact us at any time if she has additional questions or concerns. Tell us why here...

Initial Business Response /* (1000, 5, 2015/12/28) */
Our records indicate the customer contacted us on 11/30/15 to be removed from our email distribution list. At this time, customer was marked as "No" for receiving promotional emails from us. Customer contacted us again on 12/13/15 to advise...

emails were still being sent; we advised the customer we would check further into this.
We did find that a group of customers who had previously been removed from our list had begun receiving them again due to some updates within our internal system.

This problem has been corrected and as of 12/28/15, the customer's email address has been permanently scrubbed from our list. We do ask that the customer still allow up to 5 business days for emails to completely stop. Customer will receive not further communication from Soft Surroundings.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Soft Surroundings has now refunded me my money

We are sincerely apologize for the delay in processing the customer's return.  We are issuing an immediate refund to the customer in the amount of $59.98 as of 5/8/17.  The customer was already removed from our mailing list on 4/16/17 per the customer's request.  We have...

also removed the customer's email address from our email distribution list.  Again, we are very sorry for any inconvenience this ordering experience may have caused the customer.

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@softsurroundings.com
Customer ordered two nightgowns from our company at $84.95 each with processing and shipping charge of $17.95, the total...

came to $187.85. Customer was charged $96.90 on 8/10/15 ($84.95 plus $11.95 processing and shipping.)for one gown, and when the other gown shipped the next day and customer was charged $90.95. ($84.95 plus $6.00 processing and shipping.) Total charge was $187.85. Customer has returned both gowns after many calls trying to "catch" this very popular gown while it was in stock. We were never able to get replacement gowns out to customers satisfaction, and customer finally gave up and canceled the last gowns that were on order. This was not a good experience for this customer. We are so sorry for all the inconvenience we have caused this customer. The gowns that were shipped to this customer have been returned to us and we have refunded all funds charged to this customer as of 9/29/15. Total of refund, $187.85. I called the customer today to let them know that the refund has gone through, I also apologized, and issued customer a $25 Discount Coupon for a future order. I left a message on the customer's voice mail to that effect.
We hope that the $25.00 Discount Coupon will make up just a little for the problem with receiving the gown.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The contact at Soft Surroundings was fabulous to work with. She did an wonderful job at addressing my concerns. 
Sincerely,
[redacted]

We have cancelled the customer's exchange order and will be promptly refund the original credit card on the order. A call was placed to the customer and a voicemail left with this information on 1/29/18.

Complaint: [redacted]
I am rejecting their response because:It is a very simple matter for this company to stop sending me this catalog.eIf not, I will do my best to spread the word among my friends that these business tactics are not acceptable. You can not pressure your customers like that.   My considerations are also for the environment, there are way too many of these catalogs in the trash or at best in the recycling bin. 
Besides I am way too old for this kind of merchandise. I have no trouble with any of the other catalogs I am canceling, they happily oblige.Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have tried to call [redacted] twice and left a message each time. I received an email from her claiming a gift card was used for an item I wanted in exchange for an item I returned. I was told in an earlier phone call that it was out of stock. How could she claim I was sent a gift card when I have not received one.  This was supposed to be a Christmas gift from my husband. All I want now is the money put back on my husbands card. I don’t want an exchange or a gift card that may not exist. 
Sincerely,
[redacted]