Review Time
The change in this company has been night and day. For years, they delivered a quality product with great customer service. As of late, their quality has gone downhill, and when you attempt to return or exchange an item, it takes months. Reaching anyone in customer service is mission impossible. Stay far, far away...extremely sad as I loved their old merchandise.
I can't say enough good things about the Customer Support I received. While there was an order issue, they were incredibly resourceful and cooperative fixing everything. While I know we don't live in a perfect world, their response and repair was perfect.
I did receive another response on Nov. 7 from someone at Cozy Earth via email apologizing for my bad experience and was refunded in full for my prior returns/orders and including one I just made for my daughter as a gift from them. The gesture was very much appreciated. That said, I will try ordering again for myself and see how it goes, but I now have one person to contact and was told to contact them personally if I have any more issues.
I ordered several items in early October 2025. I finally received one item yesterday 10/20 about three weeks after ordering. I still haven't received two things I ordered and I have not heard back from them after two emails about it. The auto emails they send state the items were delivered. But I don't have them, and Cozy Earth is unresponsive. I would say over priced and they definitely under deliver. Or don't deliver at all.
I placed an order with Cozy Earth, and I believe the package was lost, it took a few contacts to be able to get in contact with them and solve the issue. Once I received the new package their senior leadership in costumer service got in contact with me to understand what had happened and to apologize for the difficult that I had. I gave 4 starts because it was a challenge to contact them but they were attentive after the issue was solved. I would recommend the company because their products are really great.
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!
I haven't had a problem with any of their products (Honestly very good, I've spent over 10k on them) but their customer service and shipping are the worst I have ever seen in retail. I've ordered birthday presents twice that arrived days and weeks later than the expedited shipping I PAID for. Their response is things happen and it takes 5-7 BUSINESS days for them to process and order and then an additional 5-7 days for it to ship. If you try to leave a bad review on their website it gets deleted.
I purchased a set for a Cal King bed. Got them installed. Liked the way they felt. However, they started to come up along the sides. I had to keep pulling them down. I called them. They asked me how I washed them and to check my mattress measurements. I did and sent it to them. They then suggested some mattress elastic bands to keep them tight. This was why I bought theirs. I said I could have got them elsewhere for alot less than theirs and used straps. They offered me a discount on next order. Why would I order from them again anyway? Their customer service sucks. They said I could send them back but I would have to pay postage even though they falsely advertised them. They didn't care. So, beware.
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