Review Time
This was the worst customer service experience I’ve ever had. I was encouraged by a sales associate to buy early due to a price match policy, which was the only reason I purchased when I did, rather than waiting for Black Friday. On Black Friday, everything I bought went on sale. I reached out multiple times during the sale, but it took hours for a response. When I finally heard back, I was told they could only honor price matches while the exact promotion was active, which was never explained to me initially. The explanations kept changing, and I was given a customer service number that turned out to be out of service. Now, nearly 24 hours later, I still have no resolution, and the policy feels designed to avoid honoring price matches. I’m out hundreds of dollars and will not shop here again.
Customer service is practically non-existent. Chat responses take an excessive amount of time, with delays of 7-15 minutes. I spent hours trying to resolve multiple issues with my order. Initially, the company attached an incorrect barcode, leading to my order being processed as "return to shipper" after a week. After a lengthy back and forth, a new order was finally processed. However, when I noticed the items I purchased were on deeper sale, I requested a price adjustment, only to be told that the promotion did not apply. The representative suggested making another purchase to take advantage of the sale. I won’t be shopping here again.
I attempted to use a gift card for payment but was told it couldn't be used on a sale due to 'coupon stacking.' I was transferred to several representatives who provided no solutions. This was my first and last experience with this company. Their customer service is truly disappointing.
The company was running a promotion for discounted bedding and early Black Friday deals, offering free pajamas with a $399 purchase. However, the promotional items did not appear at checkout, and when I contacted them, I received a delayed response. After a lengthy hold, I was told there was nothing they could do, which was frustrating since the free pajamas were the reason for my additional purchases. Additionally, membership credits could not be applied for discounts. However, after my review, they reached out to apologize and fulfilled the promotional item, which I appreciate, leading me to adjust my review accordingly.
I ordered a silk pillow. The description was it was soft fill and malleable. It took a long time to get here, could only track my order on shop. It came in a plastic bag, not a box. The pillow is lumpy, very heavy and hard.Not malleable as advertised.I was able to return it and JK was very helpful in refunding all charges and keeping me updated on the process. His support was great.
I purchased medium joggers. The fit was terrible - it gathered in all the wrong places. The thick elastic at the waist was very uncomfortable. I was told that I needed a bigger size. I wear small in leggings, other joggers, and dress pants (size 6). It gets better - I went to return only to realize they have $11.99 restock fee. They gave me double the cost to exchange, though. Catch - sales prices were removed. I was still up, so I decided on the exchange. On the 8th day from shipping the joggers back to them, they informed me it takes 14 business days to inspect the items returned and THEN they would ship the exchange items. So I requested a refund and am out $15 (I paid package protection). Of note, customer service was nice, but I was on hold an average of 25 minutes per call to customer service.
Cozy Earth makes returns impossible. Cozy Earth makes comfortable clothes, however, it's membership is an absolute rip off. At all times the general sales are better than what you would get with your membership benefits and you must choose one or the other. If you have to return something, it is nearly impossible as they always have a reason why it isn't aligned with their process. Even when they are the ones who have shipped the wrong size or didn't send expedited when you paid for it. They don't want to correct their mistakes as they want to make it difficult to do returns in the hopes that you give up and don't care about the $100ish bucks you wasted. They are terrible overall. They also delete negative reviews from their website and apparently use services to keep their positive reviews overall high. They suck.
I purchased two sets of Cozy Earth Pajamas, at a cost of approximately $140, each. The pants are way too long. I’m 5’1 and they are about 4 inches too long. The inseam is also humongous. I have to pull them all the way up under my breasts, and they still drag on the floor about 1 inch. One of the tops is way too small. I received them a few days ago. They’ve never been worn and I am going to send them back. Unfortunately, there is a restocking fee of $11 each, plus I have to pay shipping! I could exchange them, but there is nothing in my size. The fabric seems wonderful, but they need more sizes. The terrible return policy is enough to never buy from Cozy Earth again.
I initially wrote this review having a subpar customer service experience, but the team has since then reached out and gone above and beyond to make it right. The company truly makes great products and I’m glad that the customer service team helped me resolve my situation. Many companies don’t need to make it right by their customers, but Cozy Earth really took the time to make sure I was not dissatisfied.
I placed an order for a set of PJs for my husband. I tried to submit an exchange but received no information if the new size was sent after returning the original order. I have tried to contact customer service 3 times using their chat feature and it never works. Terrible customer service so far.
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