Cozy EarthReviews of cozyearth.com

Originally I wrote a bad review because i reached out to customer service and they gave me useless, unactionable advice that waited out my return window of 14 days. JK reached out to me and quickly addressed the issue which I deeply appreciated so I have adjusted my review. If I get my refund back without delay or issue after my return is received, I will change my rating to four stars. Seeing a host of reviews here, I'm seeing that their customer service has serious challenges and I hope they address it.

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.

I would give negative stars if I could. Cozy Earth tacks on a "package protection" charge that is supposedly "optional," but the customer has to remove it or else it's on your bill. Then you have to spend 45 minutes on hold and on the phone getting it removed. I canceled my whole order. Sleazy! Then they replied to the above review by saying they follow "industry-standard package protection to help our customers feel confident in the safety of their orders." Total BS! I've never seen "package protection" added to my bill by any other company. Have you? And making matters worse, the customer has to affirmatively remove it. I am quite sure this is not "industry" practice. In fact, it likely violates consumer protection laws. Go away, "Cozy Earth."

12/13/25 *UPDATE* After Cozy Earth's reply below, I attempted to contact JK on two separate occasions at the email below and I have yet to received a reply. That confirms to me that Cozy Earth is not a company that values their customers nor do they uphold their commitments. I'm so disheartened with Cozy Earth's new customer service department. It is obvious it has been sourced out of the U.S. I'm also disappointed in the fact that the corporate office does not reply to emails, even though the owner, Tyler sends out hand-written cards, (which is appreciated). I've attempted several times to send emails and spoke to several customer service reps, to resolve an issue, to no avail. I've been a loyal customer for several years, and have referred them to a wide range of friends, family, on social media, etc. I'm very pleased with the product, the best sheets I've ever purchased. I just hope the customer service department will improve and someone from corporate will reply to their customers. Thank you!