Cozy EarthReviews of cozyearth.com

I was a loyal customer for several years, really appreciating the quality and softness of their clothing, bedding, and towels; however, as they have moved away from their core competency, I found a clothing set I did not like (it was so uncomfortable). As a long-term customer, I remembered the days when they offered no-risk free returns, but apparently, they dropped that policy earlier this year. I had purchased the item for $109.53. So, I entered the return process which gave me 3 options: 1) store credit of $109 (yes, only $109), 2) refund for $97.01 which docked an $11.99 processing fee off of a basis less than what I paid, and 3) shopping spree of over $200 (which represented the non-sale price of the items I purchased). Considering I lost money with the first 2 options, I went with #3, even though it was difficult to find items that I didn't already have but knew I would like. After putting things into my cart to exceed the value, I tried to to check out and 2 things happened. First, the items were advertised to me at their sale price but upon checkout went to their full price. While misleading, I could understand it since my shopping spree amount was for the full price. However, it also said I only had $109 to spend at this point! Customer service was useless, never fully understanding the technical "glitch" I was describing. They also could not explain why the original price paid less the $11.99 processing fee ended up at $97.01 when it should have been $97.54. I finally cut my losses, and requested a refund, vowing never to patronize them again. Other reviews called their behaviors suspicious and I doubted them until this poor experience. Then to make matters worse, they only refunded $97 to me, stealing yet another penny! Just imagine how much these fees and pennies add up for them...

Cozy Earth added a $7.14 optional package protection charge to my bill with out asking for my approval. I did not notice it until my package arrived. These hidden charges should not be legal and I believe they are not legal is some states.

I ordered some items from Cozy Earth and one of the items I had ordered was missing from the package. I called them at first and the wait time was 46 minutes so then I did a chat. The chat bit told me that there wasn’t another package being shipped to me (I thought maybe separate shipping) and to wait two days before reaching out again. So I did and called and got an AI thing and she said she would send me an email to start my “claim” of the missing item. They would not ship me a new item and would not refund my money until I filed a claim. I have called and chatted and emailed and I NEVER got the email to file a claim. This is THE WORST CUSTOMER SERVICE EVER. I WILL NEVER ORDER ANYTHING FROM COZY EARTH AGAIN AND WILL NOT RECOMMEND IT. in fact I will contact the people that advertise for it and let them know they are promotions a HORRIBLE company!!

I’m starting to think this isn’t even a legitimate company. I’ve reached out multiple times about my order. It said it shipped 3+ weeks ago but still shows it’s in “pre-transit”. I reached out to their customer service team multiple times and they are unwilling to help me figure out what’s going on and they have not even responded to my last two emails.

Update: On Jan. 2, 2026 I received an email from jk at Cozy Earth about my situation. He/she indicated my order was lost in transit and that the item should be been reshipped immediately. The item was reshipped overnight and my original purchase price was fully refunded. He/she apologized for the experience (which makes a difference). While I will not order from Cozy Earth again, I am pleased with the final outcome. I placed an order which arrived in a timely manner. I needed to exchange one item for a different size. I initiated that exchange on Nov. 14, item was received by Cozy Earth on Nov. 18. I called twice (Nov. 26 and Dec. 12) and was told both times, after lengthy conversations, that the package was being expedited. It was never sent the first time and tracking indicates the second time it is has a shipping label but no movement in 4 business days. It is now Dec. 20. Neither customer service rep apologized for the issue or inconvenience. I love the products but will not buy from them again. I doubt that I will see the exchange item and then will need to go thru the hassle of getting a refund.

I wish I could give this company zero stars. Bought their bamboo sheets, and they felt great when I got them...then one week later - yes, ONE WEEK - there was a large hole in the pillowcase and a large amount of pilling. I contacted customer service to say I wanted to return these clearly very low quality sheets...and was told I would have to pay a return processing fee, since I didn't want a replacement through their warranty program. Why would I want to receive another set of sheets that develops holes and pills within a week? No thanks. And then I have to pay to return them? Unbelievable. Can't remember ever being this disappointed in a product and customer service. Buyer beware.

I have to rescind my previous review for Cozy Earth. Initially, I had a horrible experience with their customer service - however, after posting my review, J.K. reached out to me directly and went so far above and beyond to rectify my issue. As I stated before, I love their products and now I can say I truly appreciate their level of customer service. Highly recommend giving them a try!

Worst customer service. Would tell me one thing and then tell me the policy has changed or give me a the opposite of what I explicitly asked for. Returns and exchanges literally take forever. By the time they got to approving my return a month later they said they didn't have the item to exchange it with and then proceeded to give me store credit back after I asked for a refund (they offered a refund). The whole thing has been a nightmare. They were timely in responding initially, although not helpful, and then just ghosted me. I reported to the BBB. This is still not resolved.