Cozy EarthReviews of cozyearth.com

I initially wrote this review having a subpar customer service experience, but the team has since then reached out and gone above and beyond to make it right. The company truly makes great products and I’m glad that the customer service team helped me resolve my situation. Many companies don’t need to make it right by their customers, but Cozy Earth really took the time to make sure I was not dissatisfied.

I placed an order for a set of PJs for my husband. I tried to submit an exchange but received no information if the new size was sent after returning the original order. I have tried to contact customer service 3 times using their chat feature and it never works. Terrible customer service so far.

The change in this company has been night and day. For years, they delivered a quality product with great customer service. As of late, their quality has gone downhill, and when you attempt to return or exchange an item, it takes months. Reaching anyone in customer service is mission impossible. Stay far, far away...extremely sad as I loved their old merchandise.

This company seems very scammy. They charge a ton of money for what seem to be average quality products that can be found for a fraction of the price on Amazon. I ordered a pair of pajamas in a long size based on the advertised inseam length, and the pajamas I received were approximately 6” longer than the listed length. I’m tall with long legs, often needing longer sizes, and these came down over my feet. I tried to process an exchange online and even though I was within the exchange window, the automated system told me I was not eligible for a return or exchange. I proceeded to try contacting customer service multiple times, during business hours, and no one will respond. Their chat bot simply asks for an email address and says someone will get back to you, but no one does. I emailed several times as well.

UPDATE 11/6/25 I am updating my review to 4 stars as I have worked with 2 of the leadership at Cozy Earth and feel they worked hard to make this situation right. Max was very apologetic about the concerns and poor service I had received. He expedited the order to my friend and she loves the pajamas. In addition, he credited me for the full amount. I later was contacted by senior leadership to hear about my concerns and experience. I explained all that I had gone through to fix the order and my concern for the future of their business if they continue to operate this way. I feel like they heard my concerns and seem to genuinely care that their customers leave satisfied. I am hopeful that this situation will not happen again and was just a rare mishap. Thankful it has all worked out and I am thankful that the leadership at this company worked with me to keep a future customer! ORIGINAL REVIEW 10/22/25 I would give negative stars if I could!! They claim to have wonderful quality items so I ordered a pair of "cozy" pajamas for a friend that just had surgery. They do not send you a confirmation to notify when they will be delivered so it was a waiting game. Once they were received, my friend realized that there were 2 tops and no bottoms! I called customer service (10/9/25) and was placed on hold for 25 minutes at which point I was told that they needed photos of the packing slip and the items. I did that while on the phone and was then placed on hold for another 2 times. I was then told to send photos of the items outside of the packing, the tags and the bags. I had my friend do that for me. I was told that they would get back to me but they would be "closed for the weekend" so I needed to wait until Monday. On Monday I called and again was placed on hold for 30 minutes only to then get a recording that they were closed for the holiday (Columbus Day) and they hung up. Someone did email me later in the day and sent a return label and told me they would send out replacement pajamas in a different color (the original were no longer available). Today is 14 days since the original ones were received incorrectly and the new ones have still not been received by my friend. I have sent at least 4 emails and spent an hour and a half on the phone and have received ZERO satisfaction and customer service from this company. The moment they heard that they had made a mistake they should have had replacements in the mail THAT DAY! But instead they must have a policy to receive the incorrect ones back before sending the replacements. Whatever it is...it does not work and I WILL NOT ORDER FROM THEM AGAIN. I have now requested the order be cancelled with a full return. I do not even want their product any longer. Very disappointed!

I ordered several items in early October 2025. I finally received one item yesterday 10/20 about three weeks after ordering. I still haven't received two things I ordered and I have not heard back from them after two emails about it. The auto emails they send state the items were delivered. But I don't have them, and Cozy Earth is unresponsive. I would say over priced and they definitely under deliver. Or don't deliver at all.

I can't say enough good things about the Customer Support I received. While there was an order issue, they were incredibly resourceful and cooperative fixing everything. While I know we don't live in a perfect world, their response and repair was perfect.

I did receive another response on Nov. 7 from someone at Cozy Earth via email apologizing for my bad experience and was refunded in full for my prior returns/orders and including one I just made for my daughter as a gift from them. The gesture was very much appreciated. That said, I will try ordering again for myself and see how it goes, but I now have one person to contact and was told to contact them personally if I have any more issues.