Cozy EarthReviews of cozyearth.com

Response from Cozy EarthApr 16, 2021

Hi Katherine, 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 were receiving thousands of emails/calls/texts/chats, and we tried our best to keep up. We have since 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]

Response from Cozy EarthApr 16, 2021

Hi Silke, I'm really sorry to hear that you've had a bad experience with our company. However your feedback is appreciated as it helps us become a better company for our customers. Since your review we have switched over to a new return/exchange software that processes everything automatically. Up until now, we have had a small team processing each and every exchange/return manually. We know we messed up. We want to make this right. This is why we switched to this automatic software. We appreciate your patience with us as a small but growing company. Reach out to us if you need anything further to this email: [email protected]

Response from Cozy EarthApr 16, 2021

Hi Sherry, Thank you for sharing your thoughts. Your feedback helps us grow as a company. We really do apologize for our delays in getting you out your items, and for taking longer than normal to process a return/exchange for you. We have simply been understaffed, and didn't have the manpower to communicate properly. We have since switched to an automatic software to process our exchanges/returns, and we have hired several new customer service agents to fix our communication. We want to make things right. Please reach out if you need any help: [email protected]

Response from Cozy EarthApr 16, 2021

Hi Whitney, First off, I just want to apologize that you've had a negative experience with our brand. Trust me - we want to make this right. There are a few points I wanted to touch on to reassure you that we are going to take care of you as a customer... Any defects in our products are covered under our 10 year warranty... So all of the issues stated above can be mended by communicating with our customer service team. They will make sure to get you set up with warranty replacements. This includes the waistband. I'm assuming you got our old product's waistband. We received many complaints about this waistband and have since switched to a new waistband - so this issue has been taken care of. But thank you for your feedback. We really do appreciate it. Shrinking is also covered under our warranty. To contact our customer service team, you can email them at [email protected]

Response from Cozy EarthApr 16, 2021

Hi Sherri, I'm really sorry to hear about your sheets. We do appreciate your review because your feedback helps us grow as a company. Any sort of poor craftsmanship is definitely covered under our 10 year warranty. We know these mistakes can happen due to human error. But we will stand behind our product and promise to take care of you on this. Please reach out to our customer service team with further questions or problems. They would love to help you out here. As far as their delay in getting back to you is concerned - they have added 20 people to their team to help make sure we take care of every customer in a timely fashion. I'm sorry your previous experience has taught you otherwise. You can reach out to the new team at our email: [email protected]

Response from Cozy EarthApr 16, 2021

Hi J, First off let me take some time to apologize for your negative experience with us here at Cozy Earth. While I don't fully understand what was happening in that exact time, I do know that Cozy Earth as a company has always wanted to keep the customer's interest at the top of our priority. I'm so sorry again because it probably felt like we didn't in the heat of the moment. Since your review was posted, we have switched over to an automatic return/exchange software that has taken care of this refund/exchange delay issue. Again I'm so sorry. I appreciate your patience with our small but growing company. Please reach out with any other questions or concerns to our email: [email protected]

Response from Cozy EarthApr 16, 2021

Hi Bob, Thank you for your review. Your feedback does help us grow as a company. I wanted to reach out and just let you know we are so sorry. Since your review, we have switched over to an automatic return/exchange software. Previously, we were processing everything manually and simply did not have the manpower to process returns/exchanges very quickly. Rest assured we have fixed this issue. We appreciate your patience with our growing company. Please reach out with any questions or concerns to [email protected]

Response from Cozy EarthApr 16, 2021

Hi Tammara, Thank you for leaving a review for us. Your feedback as customers does help us grow as a company. I'm hoping your new sheets were so amazing that you feel like changing your star rating to a 10/10 ;) Please reach out to our customer service team for any other questions or concerns. Here's their emai: [email protected]