Ordered a product that they said was in stock at the time and they charged my credit card immediately. I have contacted them multiple times, they say I never e-mailed them and then try to tell me that I must have been mistaken about it being in stock. It's been two months, still never even a confirmation e-mail from them, no shipping notification and obviously, I have not received the product.
I understand that logistics have been impacted during COVID, in some cases significantly, but you have to at least communicate with your customers about it. I half wonder given the tone of the other reviews if this place is a just a scam.
Response from Cozy EarthApr 16, 2021
Hi John,
Thanks for sharing your review. First off, I just want to apologize for our delays. We know that these delays put several of our customers in a bad position. We do want to make this right, I promise.
These delays were out of our control as we had 15,000 items held up over seas for several months even though our shipment was ready.
What was in our control, however, was how we communicated with our customers - and we know we let you down. We were completely understaffed for the task of updating every customer on these delays. We hired many new customer service agents to make sure this mistake never happens again.
We appreciate your patience with our young and growing company.
We want to make this right. Feel free to reach out to our customer service team to this email: [email protected]
SW
Sherry W.
Awful
Awful. I would never order from them again. I ordered a jogger set and a shirt from view your deal. It came relatively soon and I did like the product. I then ordered a robe. The robe was too small so I requested a refund. I had to call and email for weeks before getting a response (only after threatening to contact my credit card company and the BBB). Finally a very nice guy called and refunded the money and apologized). Fast forward to today. I received a knife set (they don’t sell knives). I emailed them and they said that the fulfillment center must have made a mistake. Not sure that Oprah would be happy about recommending them. I will never order from them again.
Response from Cozy EarthApr 16, 2021
Hi Sherry,
Thanks for sharing your review. First off, I just want to apologize for our delays in communication. We know that these delays put several of our customers in a bad position. We do want to make this right, I promise.
We were completely understaffed for the task of keeping up with the calls/emails/texts/chats that were sent in during the big holiday rush... We were constantly trying to catch up. We hired many new customer service agents to make sure this mistake never happens again.
We appreciate your patience with our young and growing company.
We want to make this right. Feel free to reach out to our customer service team to this email: [email protected]
KR
K R.
I ordered pajamas over a month ago and…
I ordered pajamas over a month ago and have contacted them 4 times about my order. No response. I will have to dispute the charge through my credit card company. Is this some sort of scam?
Response from Cozy EarthApr 16, 2021
Hi K Row,
Thanks for sharing your review. First off, I just want to apologize for our delays. We know that these delays put several of our customers in a bad position. We do want to make this right, I promise.
These delays were out of our control as we had 15,000 items held up over seas for several months even though our shipment was ready.
What was in our control, however, was how we communicated with our customers - and we know we let you down. We were completely understaffed for the task of updating every customer on these delays. We hired many new customer service agents to make sure this mistake never happens again.
We appreciate your patience with our young and growing company.
We want to make this right. Feel free to reach out to our customer service team to this email: [email protected]
CH
Cheryl
Customer support has definitely improved
EDIT: I'm happy to say that Cozy Earth's customer support has done a complete 180! All my customer service interactions since my previous review (see below) have been positive and punctual. I will definitely be buying from them again, and I strongly encourage anyone who had a negative customer service experience with them to reach out to their customer support team. They are very motivated to help out and make things right!
Original review:
Customer service is terrible at best, non-existent at worst. I reached out 4 times through email/live chat over the course of 2 weeks before finally getting fed up and calling them directly (their phone number isn't even available in the 'Contact' section of their website, so I had to Google it). I first placed my order on 1/19, and realized the same day I had made a mistake on the order (accidentally ordered a different size). The same day, I sent an email asking to fix the issue, hoping it could be changed before the order shipped since it's such a minor issue. After receiving no response, I tried to get in touch again on 1/22 through their so-called "live chat", which claims to offer "immediate assistance during business hours". Even though I saw a few people were online and available to help according to the chat box, no-one ever responded. I received a bot message saying that they "typically reply in a day", but days passed and I never received a reply. Meanwhile, my order shipped and delivered, meaning what was initially a minor issue now involved the unnecessarily complicated process of returning and repurchasing the items due to the complete absence of communication. When I finally called 2 weeks after my first contact attempt and explained my frustration with the situation, the customer service representative was completely unapologetic and did not acknowledge my negative experience at all. She simply offered to send me a return label, and gave me a 40% off discount only when I insisted on some kind of compensation. I have never left a customer review, but Cozy Earth's customer service was so terrible and downright dishonest (especially considering that they are relatively pricey) that I felt the need to warn others.
Response from Cozy EarthApr 16, 2021
Hi Cheryl,
First off I just want to apologize for your experience with our customer service. To be completely honest with you we simply just did not have the manpower to communicate with our customers throughout the big holiday rush. On top of this our influx of customers during this holiday rush - we also had an order with over 15,000 items held up over seas for several months for what seemed to be unapparent reasons that we simply couldn't control. This made communications with our customers that much harder as we also had to update customers about the delays to their orders. We know we messed up. There was just a lot going on, and we are so sorry.
We resorted to hiring a whole customer service agency to help us get caught up on all the opened emails/calls/chats/texts we were receiving. This led to problems of its own - one of which was a lack of empathy for our customer's situations. Our customer service agents were trying to go so fast that they sometimes failed to take the time to be apologetic.
Cheryl, Just know that this is not the standard. It was a mess, and we want to make it right.
Please feel free to reach out to our customer service team for any future questions or to see what they can do to make this right. We are caught up and have tons of agents ready and willing to help. We won't make the same mistake again.
Here's their email: [email protected]
ML
Michelle L.
Item not shipped, very poor customer service.
I placed an order over 30 days ago. Two weeks ago I emailed customer service. They explained that the item was back ordered but would ship very soon. They asked what they could do to fix the situation. I responded that I would like to cancel my order and receive a refund. (The cost for the item was charged to me immediately upon placing my order). I received no response. I emailed two more times with no response. I called their customer service number and received an automated response that they are unable to take my call.
My only recourse at this point is to dispute the charges with my card company, but what a total waste of my time. It’s pretty disappointing.
EDIT: Shortly after I posted this review, I received an email from a representative at Cozy Earth. They stated they saw my review and wanted to help. I expressed my frustration that the only way to get a response was to post a negative review. The representative offered a full refund and also offered to send my order free of charge - however the item was going to be further delayed until mid-February (almost two months after the order was placed). I accepted the refund but asked that my order just be canceled. My refund posted to my bank account two days later.
Response from Cozy EarthApr 16, 2021
Hi Michelle,
Thanks for sharing your review. First off, I just want to apologize for our delays. We know that these delays put several of our customers in a bad position. We do want to make this right, I promise.
These delays were out of our control as we had 15,000 items held up over seas for several months even though our shipment was ready.
What was in our control, however, was how we communicated with our customers - and we know we let you down. We were completely understaffed for the task of updating every customer on these delays. We hired many new customer service agents to make sure this mistake never happens again.
We appreciate your patience with our young and growing company.
We want to make this right. Feel free to reach out to our customer service team to this email: [email protected]
DM
DMarie
Terrible customer service
I wanted an exchange for size on their Bamboo Crew shirt. They made me jump through hoops with emails back and forth and would not do it! Buyer beware! Their site says they stand by their product and believe in customer service. Clearly they don’t believe in either!
Response from Cozy EarthApr 16, 2021
Hi DMarie,
I'm so sorry to hear you had a negative experience with our team. I do want to reassure you that you're definitely eligible for an exchange on any of your items. We stand by our product and our refund/exchange policy.
To be completely honest with you, we have hired many new customer service agents during the big holiday rush. Because it was so busy - they might not have gotten the training they deserved. This in turn has affected your experience with our small but growing company and we are really sorry about that. I will just say they were probably trying their best, and just messed up.
We want to take care of you. Please feel free to reach out to my personal email, and I'll get you taken care of:
[email protected]
SU
Sutton
I have been trying to correct an order…
I have been trying to correct an order that I placed on Nov 2, 2020. I ha e sent over 20 emails, I’ve called and no answer. Would not recommend company. Received an order today and it is NOT CORRECT. YOU PAY ALOT OF MONEY FOR PRODUCT WITH NO SERVICE.
Response from Cozy EarthApr 16, 2021
Hi Sutton,
Thanks for sharing your review. First off, I just want to apologize for our delays. And on top of that - sending out the wrong items in your order. We know that these delays put several of our customers in a bad position. We do want to make this right, I promise.
These delays were out of our control as we had 15,000 items held up over seas for several months even though our shipment was ready.
What was in our control, however, was how we communicated with our customers - and we know we let you down. We were completely understaffed for the task of updating every customer on these delays. We hired many new customer service agents to make sure this mistake never happens again.
As far as the incorrect items are concerned, we want to take care of this. Please reach out to our customer service team to this email: [email protected]
WL
Wendy L.
Lesson learned
They charged my credit card the day I placed an order, and the order didn't ship for two months (five weeks after the order was supposed to arrive). They do not respond to emails until you've disputed the charge on your credit card, and the quality of their products is fair at best. High price point for items manufactured in China. You can definitely find higher quality products for half the price and get great customer service elsewhere.
Response from Cozy EarthApr 16, 2021
Hi Wendy,
First off I just want to apologize for every inconvenience we've caused you. I promise this is not the standard. We know that these delays put several of our customers in a bad position. We do want to make this right, I promise.
These delays were out of our control as we had 15,000 items held up over seas for several months even though our shipment was ready.
What was in our control, however, was how we communicated with our customers - and we know we let you down. We were completely understaffed for the task of updating every customer on these delays. We hired many new customer service agents to make sure this mistake never happens again.
We appreciate your patience with our young and growing company.
We want to make this right. Feel free to reach out to our customer service team to this email: [email protected]
