I live in a different state than the family members I purchased the pajamas for.....Their product isn’t a problem.....it’s the customer service and their lack concern for accommodating me since I wasn’t able to return home to my family to retrieve pajamas for return.(Due to Covid) During the pandemic, every other company I have needed to return an item.....have been so very sympathetic and accommodating. Honestly #neverbuyingcozyearth #customerisalwaysright
Response from Cozy EarthApr 14, 2021
Melissa,
First off, I just want to say I'm really sorry to hear that your experience with our customer service team wasn't what you were expecting. To be honest with you, we were completely overwhelmed with orders from the big holiday rush - so our communication was not what it should have been.
Not only that, but we also hired a ton of new customer service agents to help us respond to and notify customers about their delays. Because these new agents weren't able to get proper training - they failed to help customers such as yourself receive the service you deserve.
I promise this is not the standard, and we want you to know we are really sorry. Reach out to my personal email so we can make this right: [email protected]
CM
Carly M.
I placed an order last month and it…
I placed an order last month and it claimed to be “delivered” this week but package was nowhere to be found. I’ve followed up via email and at first customer service didn’t even reply after 1 week, then I followed up again and they said it’s not their issue that I have to contact UPS. The email wasn’t even professional nor apologetic. I Called UPS and they said due to contract they have with company that they cannot open an investigation. Basically this company does not pay for premium UPS service so customers are left screwed if no package arrives. I’ve spent nearly $200 and received nothing and with no response oh how they will resolve this issue. Avoid this company!
Response from Cozy EarthApr 14, 2021
Carly,
First off, I just want to say I'm really sorry to hear that your experience with our customer service team wasn't what you were expecting. To be honest with you, we were completely overwhelmed with orders from the big holiday rush - so our communication was not what it should have been. Of course we want to make these kinds of things right. If UPS loses our shipments - we want you to know we are definitely going to get you taken care of 1st. We will sort everything else out with UPS after we take care of you.
To help you understand why you may have felt like we weren't going to take care of you - We hired a ton of new customer service agents to help us respond to and notify customers about their delays, and help with any problems with their deliveries. Because these new agents weren't able to get proper training - they failed to help customers such as yourself receive the service you deserve.
I promise this is not the standard, and we want you to know we are really sorry. Reach out to my personal email so we can make this right: [email protected]
CA
Caryn
Definitely not worth the price!
Very disappointed with the quality of my sheets— the consistency, sizing, material and shades of white vary with each purchase, and the customer service is awful. My first set of sheets came with a hole, the replacement sheet is not as soft, and the pillow cases are huge and not the same shade or fabric. Overall I’m extremely disappointed with my purchase.
Response from Cozy EarthApr 14, 2021
Caryn,
First off I just want to apologize for all the problems you've experienced so far.
We most definitely try our best to send out only the best quality materials, but we are far from perfect. Our products have less than a 2% defect rate, but we do know that quality is sometimes compromised due to human error. And for this reason, we offer every customer a 10 year warranty against these defects.
So rest assured, every one of your products will be covered under our warranty. Please reach out to our customer service team here: [email protected]
We will get you taken care of.
DA
Danielle
Deceptive Practices
This company works on a queue system. I called their customer service number (which whoever runs their Instagram told me to find by Googling when I asked for it!) and the rep confirmed that when they sell products online they're simply adding customers to a queue of back orders. Don't ever expect to have your order shipped expediently.
I contacted them to see when my order would be shipped because 20 days after I placed my order I saw the item I ordered online and listed as in stock without shipping delays. I got the generic response that they were fulfilling orders in the order they were placed with no assurances that I'd be in that batch or an estimate for shipping.
It was clear that this company trains its service members in damage control. I received a tracking number after I sent an email requesting a cancellation and refund. Even though the order hadn't shipped they said I couldn't get a refund until after I received the package and filled out a return for refund. They offered me a partial refund instead but at this point I want nothing to do with them.
My experience shopping with them has tainted any potential value the products may hold. If I ever receive the shipment it will go straight back but this whole process seems designed to capture as much money for them as possible with little accountability or follow through for the consumer. Entitlement is the word I'd use for Cozy Earth.
Response from Cozy EarthApr 14, 2021
Danielle,
I first want to start off by apologizing for our mistakes here at Cozy Earth. We are a small but growing company, and I promise our goal is 100% to make our customers as happy as possible. Obviously - we have let you down on this goal, and I am so sorry.
To put your mind at ease just a little bit, this is not a common issue. The big holiday rush was definitely not expected. We exceeded our expectations in sales which caused a lot of the items to go on back order.
On top of this, we had a shipment with 15,000 of our items held up over seas in global shipping delays for several months. So this back-order that should have only been a week or two ended up taking months. Something that was out of our control. We were consistently told that the shipment would be sent out on a certain date, and was changed multiple different times.
What was in our control, however, was our communication with our customers - which we failed at. We had an overwhelming amount of emails/calls/chats and we simply didn't have the manpower to communicate properly. And for that we apologize.
I promise this is not the standard, and we want you to know we are really sorry. Reach out to my personal email so we can make this right: [email protected]
JB
Jimmy B.
They suck
They suck. Do not order. Been waiting for two months. I have had some product delivered, and it ain't all that. Company is complete BS.
Response from Cozy EarthApr 14, 2021
Hey Jimmy,
I first want to start off by apologizing for our delay in getting you your full order. We had a shipment with 15,000 of our items held up over seas in global shipping delays for several months. So this back-order that should have only been a week or two ended up taking months. Something that was out of our control. We were consistently told that the shipment would be sent out on a certain date, and was changed multiple different times.
What was in our control, however, was our communication with our customers - which we failed at. We had an overwhelming amount of emails/calls/chats and we simply didn't have the manpower to communicate properly. And for that we apologize.
We want to make this right for you. Feel free to reach out to our customer service team for any of your needs: [email protected] is their email.
MP
MA P.
THEY TAKE ORDERS THAT THEY CANT…
THEY TAKE ORDERS THAT THEY CANT DELIVER!
I wish I would have seen this page before I placed my order
The order was placed 1/18/21 its 2/22/21 and still no email with tracking # and date of delivery.
I sent several emails requesting update and each time they say "We're expecting a big shipment your order will ship at the end of the month"
If Items are not available for shipment they should not charge your credit card until it ships!
Response from Cozy EarthApr 14, 2021
Hi there,
I first want to start off by apologizing for our delay in getting you your full order. We had a shipment with 15,000 of our items held up over seas in global shipping delays for several months. So this back-order that should have only been a week or two ended up taking months. Something that was out of our control. We were consistently told that the shipment would be sent out on a certain date, and was changed multiple different times.
What was in our control, however, was our communication with our customers - which we failed at. We had an overwhelming amount of emails/calls/chats and we simply didn't have the manpower to communicate properly. And for that we apologize.
We want to make this right for you. Feel free to reach out to our customer service team for any of your needs: [email protected] is their email.
DM
deanne M.
Buyer BEWARE! They don't care!
I purchased pajamas on December 5th, 2020. I waited until January to contact customer service. They apologized and said they would send out another order at no charge. I've asked twice since then about my order with no response. Last week I requested a refund. Still no answer. Today I posted on two of Cozy Earth's Instagram accounts trying to get an answer. That's when I realized I wasn't the only one complaining about not receiving their order. Still no response. BEWARE!
Response from Cozy EarthApr 14, 2021
Hi Deanne,
I first want to start off by apologizing for our delay in getting you your full order. We had a shipment with 15,000 of our items held up over seas in global shipping delays for several months. So this back-order that should have only been a week or two ended up taking months. Something that was out of our control. We were consistently told that the shipment would be sent out on a certain date, and was changed multiple different times.
What was in our control, however, was our communication with our customers - which we failed at. We had an overwhelming amount of emails/calls/chats due to these delays, and we simply didn't have the manpower to communicate properly. And for that we apologize. We have hired multiple new customer service agents to help us communicate with our customers better.
We want to make this right for you. Feel free to reach out to our customer service team for any of your needs: [email protected] is their email.
HK
Harriet K.
Do not order
I placed an order for loungewear in January 12th that said it would ship January 30th. I reached by email on on 2/1/21 when I hadn’t received shipping confirmation. I did not get a reply. I reached out again that same week by phone call (went to a voicemail; had to google the number as it’s not on the website), Facebook message, Instagram message and comment on Facebook. I received my first reply on 2/12/21 stating the warehouse was delayed in receiving the order and there was no estimate of when I would receive the order.
I then received an instagram reply that my order made it to the warehouse last week. Still not sure which reply is true. I called the company again and finally got to speak to someone- was told there’s a delay in orders at warehouse. I asked if it’s customary for the company to notify customers of delays- was told no. Also stated that I have seen multiple ads and promotions for the items I purchased lately despite the company knowing they cannot fulfill the orders they already have.
I then reached out by email to cancel my order. I received a reply that the order was cancelled however the refund amount is $17.93 less than what I paid.
The employees I spoke with by email and phone were kind. However the company as a whole needs to (1) communicate delays to customers not vice versa (2) be more accessible. It took multiple attempts via many platforms to receive a reply. (3) be honest- I received two contradictory replies as to where my order is (4) refund customers the proper amount.
I was really looking forward to my purchase. I wanted the loungewear for a mountain weekend in February and was hoping to love them so much that I would purchase the sheets. I will not be purchasing the sheets.
Response from Cozy EarthApr 15, 2021
Harriet,
I'm really so sorry for our terrible communication throughout the holiday season. We were extremely understaffed and simply didn't have the manpower to reach out to our customers properly. We know we messed up.
I do want to let you know why you received such bad miscommunication as well. To start, We had a shipment of over 15,000 items caught up overseas for several months. This back-order should have only lasted 1-2 weeks, but our shipment kept getting pushed back further and further. We ended up splitting the shipment into multiple different smaller shipments to receive the full order.
This must have caused a lot of confusion for our customer service team. They were updating customers that we had received the whole shipment when in all reality we only received a portion of the order.
As far as the refund goes, we will definitely make that right... contact our customer service team at this email to get the remaining balance: [email protected]
Again, I am so sorry for the confusion and the delays. I promise this is not our standard, and we want to make it right.
