SmallBizGenius Analysis
Soma Intimates receives mixed reviews, with many customers praising the helpfulness of in-store staff while others report significant issues with online orders, shipping, and customer service. The brand appears to be struggling with consistency in both product quality and order fulfillment.
Category Breakdown
Scores based on analysis of 264 recent reviews
Shipping and Delivery
2.0/10Many customers report significant issues with Soma's shipping and delivery processes. Common complaints include long delays, missing items, incorrect orders, and packages arriving in damaged condition. One customer stated, "My order took a few weeks to receive. This is much longer then most companies."
30 reviews mention thisCustomer Service
3.0/10Customer service experiences are frequently described as poor and unhelpful. Reviewers cite issues such as dropped calls, unfulfilled promises, unhelpful representatives, and difficulty resolving issues with orders and refunds. One reviewer said, "This company has very poor customer service."
28 reviews mention thisProduct Quality
4.0/10Several reviewers express disappointment with the declining quality of Soma's products, particularly lingerie and pajamas. Issues include fabrics pilling, lace unraveling, and items falling apart after only a few uses. A customer noted, "Within an hour of wearing my new panties, they started shredding and falling apart."
25 reviews mention thisReturns and Refunds
2.5/10Obtaining refunds is often described as a difficult and lengthy process. Customers report long wait times, incorrect refund amounts, and having to contact customer service multiple times to resolve issues. One reviewer shared, "The refunds were a disaster to the point where I think they are trying to scam people. It took them literally 2 months to refund me..."
15 reviews mention thisIn-Store Experience
9.0/10Many customers praise the helpfulness and expertise of staff in Soma's physical stores, especially for bra fittings. Reviewers highlight personalized service and a comfortable shopping environment. For example, one customer said Patricia from the store in Lakeside Village in Lakeland, Florida, was amazing and went above and beyond helping her 90 year old mother get fitted for a bra.
12 reviews mention thisPros & Cons
What Customers Love
"Patricia, from the store in Lakeside Village in Lakeland, Florida, was amazing. She made a situation, which could be a little awkward for a very modest 90 year old woman, one of complete ease."
"The girl named Mary at store 05374 located in the Destiny Mall in Syracuse, New York was extremely helpful. She was able to direct me to my correct size since what I thought was my correct size didn't..."
"The order/delivery part of the process went fine."
Common Complaints
"My order took a few weeks to receive. This is much longer then most companies."
"This company has very poor customer service."
"Within an hour of wearing my new panties, they started shredding and falling apart."
"The refunds were a disaster to the point where I think they are trying to scam people. It took them literally 2 months to refund me..."
"The website was hard to navigate, sizing was unclear..."
Common Questions About Soma Intimates
Answers derived from customer review patterns
Is Soma Intimates legit and trustworthy?
While Soma Intimates is a real company, many customers report negative experiences, particularly with online orders and customer service. Issues such as delayed shipping, missing items, and difficulties obtaining refunds raise concerns about the reliability of their online operations. While some customers have positive experiences in physical stores, the prevalence of negative reviews suggests that caution is warranted when ordering online. Small business owners should carefully consider these factors before relying on Soma Intimates for their needs.
Based on 45 reviewsDoes Soma Intimates have good customer service?
Based on the reviews, Soma Intimates' customer service is a significant area of concern for many customers. Numerous reviewers report unhelpful or unresponsive customer service representatives, dropped calls, and difficulty resolving issues with orders and refunds. While some customers may have positive experiences, the overall sentiment suggests that customer service is inconsistent and often falls short of expectations. This could be a major drawback for small business owners who require reliable and efficient support.
Based on 28 reviewsIs Soma Intimates worth it for small business?
Given the reported issues with shipping, product quality, and customer service, Soma Intimates may not be the most reliable choice for small businesses. The inconsistencies in order fulfillment and product durability could lead to disruptions and dissatisfaction. While the in-store experience receives positive feedback, the online issues outweigh the benefits for businesses needing consistent and dependable service. It's advisable to explore alternative vendors with more reliable operations and customer support.
Based on 50 reviewsWhat is Soma Intimates' return policy like?
Soma Intimates' return policy allows returns and exchanges within 60 days of purchase. However, many customers report difficulties and delays in processing returns and receiving refunds. Some reviewers mention having to contact customer service multiple times to resolve refund issues, while others claim that they were charged return shipping fees even when the error was on Soma's end. While the stated policy seems reasonable, the actual execution appears to be problematic for many customers.
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