Their Customer Support team leaves a lot to be desired. I don't know if they are understaffed or just don't have the IT infrastructure (i.e., adequate email?) to handle the number of claims. Followed up to an email they sent me regarding a warranty claim three separate times, with no response. Proceeded to use the Chat functionality and wait for 20 minutes for someone to get on and tell me they never received the emails and to resend the email (which does not make a lot of sense if the issue is not receiving emails in the first place). I proceeded to send them a screenshot of my sent emails and asked them to check in with their IT group as it seems to be a CozyEarth problem, not a customer problem. Still no response...On a related note, this will be third duvet cover we've gone through in just as many years as each have ripped in the washing process, even after following the Cozy Earth washing instructions. We have other brands of cotton duvets on our other beds that have lasted for years without issue.
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