VV
Missing track, can't get them to send
I ordered drapes over a month ago for one simple window. The order came in multiple boxes spread out over a 2 week period. No instructions included. After we figured out we had everything we needed, we realized they sent us the wrong runner that fits in the track, so the drapes won't hang. I emailed and asked them to send the correct one. This was 12 days ago. They said it was in the mail and would send a tracking number. After 7 days I realized I haven't received a tracking number. I started emailing them every morning asking for an update on the tracking number. Sometime that afternoon I get a response saying they appreciate my patience and that they have asked their shipping department to send me an update. How hard is it to send the missing part? This experience has been annoying and frustrating.
Response from CozyologySep 30, 2026
Hi Vaite, We’re truly sorry for this experience. Receiving a custom order in separate packages without installation instructions, then discovering the wrong runners and having to repeatedly request replacement tracking, is not the experience we want any customer to have. Most custom components require approximately 5-8 business days of processing before shipment. Components may sometimes ship separately as they are completed so customers can receive available items sooner. However, we should have explained this more clearly and included proper installation guidance. Sending the incorrect runners was our mistake. We also made the situation worse by pausing the replacement after sending a compatibility video without clearly telling you that the order had been placed on hold. We take responsibility for both the delay and the lack of clear communication. We should have handled your replacement with much greater urgency from the beginning. The correct replacement runners have now been handed over to our shipping partner, and our customer service team has provided the updated tracking information to you directly. We are actively monitoring the shipment through delivery and will continue working with you until the installation issue is fully resolved. We sincerely apologize for the inconvenience, frustration, and time this has caused. Warmest regards, Cozyology Care Team