Cynthia I.
Ordered brown towels from this site…
Ordered brown towels from this site because I am headed off to military training and they require that specific color towel. Cozy Earth chose the slowest shipping possible. I ordered my towels March 28th. It’s now April 17 and they still haven’t arrived. When I check the shipping updates, nothing since April 8th. I emailed them and asked them to file a claim tomorrow because there hasn’t been any movement for 10 days which makes the package eligible for an insurance claim as a lost package. When I emailed support, Isla told me to just wait longer and gave me the link on how to file a claim on USPS. I had to explain to her that it’s the sender that files the missing package claim, not the buyer. Terrible customer service. Isla needs a new job or additional training at the very least. I spent over $100 on a set of towels and they couldn’t bother to spend a couple of extra bucks to send it via priority mail. They made it seem like it’s a problem specific to my area but all my other packages arrive me to in 3 days because other companies don’t cut corners to save a few bucks at the expense of their customers… I leave for training in two days. I regret trusting Cozy Earth to deliver my order on time.
Response from Cozy EarthMay 16, 2025
Hey Cynthia, We are so sorry to hear that you have had this experience with us. Shipping normally does not take this long and we agree that this is unacceptable. We have since talked with the support team on how to better take care of this kind of situation in the future regarding shipping. Specifically a package lost in transit. If you have still not been taken care of please reach out to our phone line and ask for Ethan C. You may also email me at [email protected] if you would like. Thank you Ethan

