Cozy EarthReviews of cozyearth.com

Update: Received a performative reply from a person in “senior leadership”. Those always make me laugh. How about just doing your job? Anyway, I reached out to Amex & they resolved my issue. See how easy that was Cozy Earth? Great products. TERRIBLE customer service. BUYER BEWARE. I ordered a blanket and then separately I ordered the matching pillow. Unfortunately, I did not love the color of the blanket so I chose to exchange it. That process went smoothly. I expected the same when I wanted to exchange the pillow. NOPE. I returned the pillow I didn’t want and Cozy Earth acknowledged receipt of the returned item. THAT WAS A MONTH AGO. I’m STILL waiting for my exchanged pillow. I’ve called them TWICE and was promised I would “hear back soon”. RIGHT. Shopping shouldn't be a nightmare. I shouldn't have to manage a retailer. I just want my money back.

UPDATE: After posting the below, I reached out to JK, who is mentioned in some other reviews as someone who might actually help (slash exist). JK responded within a couple of days, fixed my issue, and gave me a discount on top of that. A big THANK YOU to JK! For anyone having similar issues as I was, I highly recommend reaching out to them directly. **** Let me start by saying that I have bought many different products from Cozy Earth and recommended them to lots of people. So I was all the more disappointed to find out, the one time I needed customer service support, that there appears to be no one ACTUALLY WORKING THERE. I sent a request for help to the email address given and waited patiently. Several days later, having received no response, I sent another. And then another a few days later, and I added the email address for “Tyler the CEO” who sends the handwritten cards and invites customers to email him. Still no response. I sent a fourth and final email expressing my extreme dissatisfaction. No response. I am left to conclude that there is in fact no customer service department, and no Tyler, and that the email addresses provided are just dead accounts so that the company can pretend they have actual people working there. I’m truly saddened by this experience because I love their products so much, but now can’t shop there anymore. While I’m on this rant, can we talk about the fact that they FULLY trick you into buying package protection without disclosing that that’s what they’re doing? It’s just snuck into your cart without your consent. If you’re not paying attention, you’re paying for it without intending to.

The worst company I’ve dealt with. Takes forever to get a live person on the phone for customer service. I placed an order last month that hasn’t moved since 11/28… today is 12/9. The representative I spoke to said there’s nothing they can do. Very disappointed as my order had Christmas presents that were intended to be given at a gathering next week.

This company has a terrible website - they only offer very restricted options for an online return. So the weird fit of the pants I bought was not among their options. I then tried their chat - the bot tried to send me back to the website, the human told me they charge a RESTOCKING FEE for their returns! What self-respecting online clothing retailer does that? So I tried calling them - told the person that I had failed online, failed their chat option, tried to send an email and failed there too - what does he say? You should go online to do a return! Sheesh. And then indicates that no one can waive their restocking fee.

A Terrible Experience I wanted to love the Luxe Towels I ordered however they were soft but not absorbent. I called customer service to review my options as I was within their 30 day window. After many attempts and hours of wait time, I finally got to a human however he didn't have any product knowledge and was reading from their website. I went online however they would only give me a fraction of what I paid for my order as a refund. I decided to go the exchange route for their Terry cloth ribbed towels. They've had my returnd towels for over 10 days now and I still don't have my new order. I tried calling again - after 30 minutes I talked to a human but she needed to put me on hold again to talk to someone "internal" and then my call was disconnected. UPDATE: After this review Cozy Earth contacted me and provided a full refund. This is more of a testimonial for Trustpilot than Cozy Earth as I've exhausted all internal attempts thru CE's customer service with no success. It was only this negative review that prompted them to act.

Strongly BEWARE! Do NOT become a member! It’s all lies. 1. 50% off new items-NOT TRUE! 2. Free returns-NOT TRUE 3. $168 value free product when joining-NOT TRUE! 4. 20% on purchase in credit plus $30 extra to be used monthly. True, BUT, you either get that OR the sale price, which is usually less. * Called to complain and he said they would refund my membership fee. Weeks later: no refund, won’t answer emails or chats, hold time on phone over an hour. Bamboo so so soft, but equal quality on other sites for 1/2-1/3 less.

Impossible to reach

I love their sheets, they are great and I would be a huge fun but their customer service is absolutely HORRIBLE. It's impossible to get in touch with anyone. I returned a portion of my order, which they have received via the UPS tracking I have and it's been impossible to get in touch with someone to issue a refund. I've tried the website chat - which doesn't appear to be an actual chat and it just goes unanswered, and when you call all you do is sit on hold. When I finally spoke with someone I was told that they are really busy and their warehouse team hasn't had time yet to "inspect" my return. I asked how long for a refund and still couldn't get an answer. In addition, their price adjustment policy is a lie. I called to see if I could get a price adjustment for the sheets I bought that were now on 40% off sale (within the 30 days allotted time). They said they couldn't issue the price adjustment because "their systems were down." This all feels like a scam I am still trying to rectify this and the good sheets are not worth the headache.