Review Time
I ordered two sweaters from COS. I returned one of them (Merino Wool Sweater, brown) on January 17, and to this day I still have not received my refund which is completely unacceptable.
On January 27, my birthday, when I tried to wear the second sweater for the first time, I discovered it had a huge hole in the front, in the chest area (see photo). This was shocking, especially considering the reputation of the brand.
What makes this even worse is that the sweater was very expensive, yet the quality was extremely poor. Between the delayed refund, the defective product, and the high price, this has been a terrible experience overall.
Awful customer service and awful quality.
I will never order from COS again.
Online Buyers Beware. Cos returns are very slow, sometimes they take up to a month before I am refunded. Their website advises to get in touch after 14 days to follow up on your return if you haven't received it. I have started to do this more frequently. I email them, include the order number, the item returned and attach the postal receipt including the tracking number. Today when I followed up on a return, I received a message saying, I must open a dispute case with my bank and get my refund that way? I find this utterly bizarre. I am following their customer service policy as on their website.. I am attaching the tracking receipt.
When I emailed again to clarify, thinking this must be a mistake, I received an AI generated response reiterating the same thing. Absolutely shocking way of doing online business.
I returned one of two items bought in September, and the company is dishonest. They acknowledged the return and claimed to have processed the refund, yet three months later, I’m still facing issues. They are deceitful; avoid purchasing from them.
In recent weeks, I placed two significant orders totaling over a thousand pounds for important gifts. The first order was severely delayed, despite notifications promising earlier delivery, and the courier never showed up. This caused major disruption and forced me to take a day off work. It reflects poor organization from the company. My second order faced even worse issues; a package meant to contain a brown cashmere jumper instead had a cheap, incorrect item that wasn’t even from the company. The label claimed it was the jumper, but it clearly wasn’t. This raises serious concerns about theft in the sorting department. I contacted customer service, but they seemed indifferent to my distress, which ruined another planned gift. I also had to wait too long for a refund for the missing item. Both orders used separate 20% discount vouchers, which I received after previous complaints. When I asked for the vouchers to be reissued for a replacement, I was told they couldn't help me and that I'd have to purchase again to get an adjustment. I later found out they still issue vouchers, which felt like a lie. Customer service seems outsourced, leading to communication issues and frustration. Staff often lack accountability and empathy, even being rude at times. This is unacceptable. My daughters' Christmas presents were ruined due to this. I feel there are systemic issues within the company's customer service and warehouse organization. I still can't repurchase the jumper for my daughter, leaving her without a Christmas gift. After years of buying quality products, I now see the company as a retail bully with poor customer service. I'm still waiting for my refunds. This is shocking! If not resolved respectfully, I will escalate this issue legally.
I attempted to order an item online, but the system wouldn’t accept my correct address, constantly suggesting a different one. I couldn’t proceed to payment without saving this incorrect address, which lacked a street name. When I called customer service, the experience was frustrating as I was left waiting for nearly eight minutes. A second call resulted in silence on the line, and a third call offered no new solutions—just the same unhelpful advice to try again. I've already attempted this multiple times. The website should accept addresses as entered without altering them, as not every UK address follows a traditional format. The customer service is utterly pointless.
I’m very disappointed with the customer service. I ordered jeans in a specific color that was in stock and paid for delivery to ensure they arrived before Christmas. Instead, I received the wrong color. Customer service instructed me to return the item and reorder, but the correct color is now sold out, leaving me unable to get the jeans I originally wanted. I was then asked if I’d consider a different size or color, which is inappropriate given that the error was on the company’s part. I’m now left without the jeans and have incurred delivery costs due to their mistake. This should have been a simple issue to resolve but instead, I feel the responsibility has been shifted to me. For a brand like this, such service is unacceptable.
This company is a total mess. I ordered several items on Black Friday, including Christmas gifts, and they never arrived. I've contacted customer service multiple times and received vague excuses about damage in transit. I was told they attempted delivery on a specific date, which was false as I have video proof. I was assured the parcel would arrive before Christmas, only to be informed later that it wouldn’t arrive at all. I regret placing this order before reading all the negative reviews. Now, I’m left without Christmas gifts and no alternatives at this late stage. I’ll be reporting this company to Trading Standards.
This company is a total mess. I ordered several items on Black Friday, including Christmas gifts, and they never arrived. I've contacted customer service multiple times and received vague excuses about damage in transit. I was told they attempted delivery on a specific date, which was false as I have video proof. I was assured the parcel would arrive before Christmas, only to be informed later that it wouldn’t arrive at all. I regret placing this order before reading all the negative reviews. Now, I’m left without Christmas gifts and no alternatives at this late stage. I’ll be reporting this company to Trading Standards.
It took 8 days for my order to ship, and then the courier failed to deliver to the post office drop-off. Customer service was terrible, leaving me stranded just before Christmas. Their clothing looks outdated, and the online service matches that quality.
It took 8 days for my order to ship, and then the courier failed to deliver to the post office drop-off. Customer service was terrible, leaving me stranded just before Christmas. Their clothing looks outdated, and the online service matches that quality.
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