Review Time
I purchased a $100 gift card from Soma on Black Friday. They advertised that I would receive the extra promotional $20 bonus card via email within 7 days. It has now been 3 weeks with no sign of the promised email. I called customer service 5 times and was put on infinite hold. Their customer service chat function has been down ever since I started trying to get this resolved. I sent an email asking that this be fixed and 3 days later received an email telling me to call or use their chat function to report this problem. Today, after calling 3 times (they hung up on me twice before I got through to a human), I finally spoke to a customer service representative, Aisha. I was told that if it didn’t show up by Jan. 5th, they could do something.I am not only concerned that they never intended to fulfill the promotional $20 cash card, but that there will be problems redeeming the actual gift card.
I ordered almost 200 in a pj set with duster. Maneuvering their pay amd ship section was a nightmare. Finally after ordering and an hour later I thought it would be (gift) on its way. After a week and no other confirmation other than the first one saying they received my order, I begin to worry. So researching I saw the payment was never taken from my account. So I emailed them and all I was told was the order didn’t go through. Nothing from this company to inform me there was a issue ( I still don’t know why and they couldn’t give me a answer) so I reordered it then immediately called them and after being on hold for 15 minutes I was told it processed. Well again it took 4 days for them to process and take the money from my account and it still had not arrived even though I was told it should be there and if it didn’t show up by December 2 to contact them. Unbelievable. Plus when I originally ordered it it was 30 percent off. The next time 25 percent off. I will never buy from this company again. As others say their customer service is awful . And if you want it within a few weeks good luck.
I purchased some panties from Soma.com and it took forever to receive them. Got them and didn't like the quality. Sent back. It took forever for them to receive them. I finally got my refund and Soma ripped me off! The total amount that was purchased was $51.24. They refunded me $35.57. Soma shorted me $8.67. I talked with a customer service rep and told her I understood shipping label was $7.00 but where was the rest of it. She stated it was shipping and not refundable. I told her Soma was a scam and I will never buy anything ever again from them. She said they weren't a scam and legit people love them. I don't think so treating customers this way. Will tell everyone I know not to use this company!
I ordered two bras May 14. Wasn't told one of them was on backorder until *after* I bought it. It said backordered until May 24. Not terrible so it was fine. Flash forward to June 7 and it's still not shipped. My first bra came and doesn't fit so I need to ship it back. But return shipping isn't free (seriously? Most bra sites should and do offer free returns) so I might have to pay return shipping twice if the other one doesn't fit either. The return window will likely be closed by the time the other one comes so I can't just wait. I decided to reach out to customer service to see what they say. Not only did they have NO idea when I would get my bra, but also their only solution was to cancel it. Why are they selling a bra that isn't in stock and apparently won't be anytime soon in the first place? Customer service was completely unapologetic, unfriendly, and made no attempts at coming up with a good solution. Just, "we can cancel". I still want the bra?! Otherwise I wouldn't have ordered it.
HORRIBLE customer service. They take forever on the phone and live chat and you barely come to resolution. I've had 2 orders cancelled on me (poor website management of inventory) and didn't find out it was cancelled until 2 weeks later and it was for a gift. I spent a lot of time on the phone for the second order trying to find a similar item in stock to have the same cancellation experience. I could understand if it was a more immediate cancellation notice but it takes so long that it creates issues with your gifts and also shows poor monitoring of your stock. I spent a fair amount of time with customer service trying to at least have them offer me some type of discount as a measure of goodwill and they claimed they gave me 20% off but months later when I tried another order, there was no 20% and the website didn't even recognize my email address. Then I spent a very long time with the live chat trying to get my 20% off and even then, they couldn't just give me a code to get it over with. They can only apply discounts after I order so now I'll have to monitor this order to make sure they actually did what they said (if it even goes through). It's just a really unpleasant, unhelpful customer service experience. I never want to order anything from here but unfortunately, my sister likes Soma products. It's frustrating when you spend this much time trying to give them business and you end up disgruntled and without the items you wanted.
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