I ordered three different items from the men's bamboo collection in Navy for my husband's birthday. Immediately upon opening the package, I could see that not one, not two, but ALL THREE items were badly defective: prominently marked with large, shiny chemical stains/burns across the front and back, and on the shorts and joggers, deep indentations (not creases) where the drawstrings were permanently pressed into the main fabric during production. There is an indisputable systemic issue with the navy colorway, one that I'm sure this company is well aware of.And how did Cozy Earth respond when I sent them a detailed email with clear photos showing the extensive defects? Customer service agent said: "We understand that you are interested in replacing the pants and shorts you purchased due to some defects, however, we regret to inform you that the items included in our "We Made Too Much" sale are considered final sale items, and as clearly indicated on our website, they cannot be returned, exchanged, or replaced."Excuse me...you call it the “we made too much” sale, not the “we made defective products” sale. I've combed the website and I still can't find any page saying that defective products will not be replaced or refunded if they are marked as final sale. DEFECTIVE products, not products that don't fit or are being returned on a whim. And they say this policy is "clearly indicated"... Never in my LIFE have I known another company to impose a policy like this. No respectable brand sells defective products without the possibility of return or replacement. After several exchanges with customer service, it is clear that I will receive no recompense from them, least of all a refund. Even the hoodie, which I payed full price for and is supposedly covered by the warranty, is proving extremely difficult to exchange. I filed a warranty claim with clear evidence, it took them a full week to get back to me, and I just received an email saying that my warranty claim has been denied for...no reason given. Now they're asking that I apply for an exchange which means I have to send the defective item back (are they going to try to resell it??) and pay $15 for return shipping.Anyone who's browsed the site or seen an ad knows that a huge part of Cozy Earth's marketing focuses on their "rest easy", "effortless" returns and exchange policy, 10 year warranty, and 100 Night sleep trial, amazing promises that go a long way in reassuring customers that they can trust the quality and customer service provided by a brand. However, THERE COULD BE NO GREATER MISREPRESENTATION of this brand's ethos. They are deceitful, unresponsive, and full of unpleasant surprises. Avoid at all costs.
Claim your business profile now and gain access to all features and respond to customer reviews.
