UPDATE 11/6/25I 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 10/22/25I 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!
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