Cozy EarthReviews of cozyearth.com

This company is a nightmare to deal with.I ordered a blanket as an anniversary gift for my son in early November the package never arrived and I spent hours trying to get them to reorder A new one which took weeks. I then just gave up and cancelled the reorder since it did not ship out for now 7 days and I received an email saying they will rush it and they cannot refund me at this time .. it still hasn't shipped i have notified my Amex .. they may have nice products but they charge for restocking if you return something .. The worst customer service I have ever dealt with and I am a designer by trade and I would never recommend this company to my clients!!!!

This company is absolutely horrible.Before thanksgiving I ordered 2 sets of pj's for my pregnant daughter .Even though it said tracking was delivered it was never received by us .We walked up and down our street asking neighbors and asking if they happen to have gotten by mistake & nobody says they have it .I have made 4 phone calls to them ,emailed and tried live chat with no help .The first time we called and mind you we paid extra for package protection they said they contacted the shipper and to call back in 48 hours .We then called back and waited another 2 hours on the phone to talk to a person .In the middle of the phone call after going on hold multiple times the call was disconnected.We call back two more times and finally after another long wait get in touch with someone.I asked for a refund because of all this hassle to be told sorry we don't do refunds .Then they tell us we can only do a reshipment ,but then tell me the warranty or any exchange will not be on the items .I asked since there was no exchange and since my daughter was pregnant if they could do the reshipment in large to make sure it would fit her they came back and said they couldn't make any changes.SADLY ,we just said ok because we didn't want to be out our money and she didn't give us another choice .She then goes through the process of asking our address again and everything then gets to the very end and says .Oh you have package protection, let's give it another day or two before we can process this order on reshippment.Mind you it's been a week now after it should have been delivered . This has been a absolute nightmare.5 calls later to this company, unanswered emails ,unanswered live chats ,with zero resolution at this time .I would like either a full refund for the package we didn't receive or the sets to be sent in large asap .This was supposed to be given at a baby shower this Saturday to my daughter .Obviously it won't be here to give to her so have to go out and get something else .At least hoping we will get a full refund or the pj's in large to be able to replace the pj's we didn't get and be able to give it to her before Christmas.

Update: Received a performative reply from a person in “senior leadership”. Those always make me laugh. How about just doing your job? Anyway, I reached out to Amex & they resolved my issue. See how easy that was Cozy Earth? Great products. TERRIBLE customer service. BUYER BEWARE. I ordered a blanket and then separately I ordered the matching pillow. Unfortunately, I did not love the color of the blanket so I chose to exchange it. That process went smoothly. I expected the same when I wanted to exchange the pillow. NOPE. I returned the pillow I didn’t want and Cozy Earth acknowledged receipt of the returned item. THAT WAS A MONTH AGO. I’m STILL waiting for my exchanged pillow. I’ve called them TWICE and was promised I would “hear back soon”. RIGHT. Shopping shouldn't be a nightmare. I shouldn't have to manage a retailer. I just want my money back.

UPDATE: After posting the below, I reached out to JK, who is mentioned in some other reviews as someone who might actually help (slash exist). JK responded within a couple of days, fixed my issue, and gave me a discount on top of that. A big THANK YOU to JK! For anyone having similar issues as I was, I highly recommend reaching out to them directly. **** Let me start by saying that I have bought many different products from Cozy Earth and recommended them to lots of people. So I was all the more disappointed to find out, the one time I needed customer service support, that there appears to be no one ACTUALLY WORKING THERE. I sent a request for help to the email address given and waited patiently. Several days later, having received no response, I sent another. And then another a few days later, and I added the email address for “Tyler the CEO” who sends the handwritten cards and invites customers to email him. Still no response. I sent a fourth and final email expressing my extreme dissatisfaction. No response. I am left to conclude that there is in fact no customer service department, and no Tyler, and that the email addresses provided are just dead accounts so that the company can pretend they have actual people working there. I’m truly saddened by this experience because I love their products so much, but now can’t shop there anymore. While I’m on this rant, can we talk about the fact that they FULLY trick you into buying package protection without disclosing that that’s what they’re doing? It’s just snuck into your cart without your consent. If you’re not paying attention, you’re paying for it without intending to.

My original review for cozy earth was written after extreme frustration with my order remaining in limbo and not shipping followed by a conversation with their AI chat bot letting me know that I most likely would not receive my order when I needed it and they could help me cancel my order. Within minutes of posting a review online they reached out to me to see how they could fix it. JK from cozy earth went above and beyond expectations and overnighted my original order. Thank you JK. Though I would have preferred to just handle it in house, I cannot express how grateful I am that they did make it right at their expense and treated me much better than I treated them. Oh and their socks are soft too ;), I just may try the sheets.

The worst company I’ve dealt with. Takes forever to get a live person on the phone for customer service. I placed an order last month that hasn’t moved since 11/28… today is 12/9. The representative I spoke to said there’s nothing they can do. Very disappointed as my order had Christmas presents that were intended to be given at a gathering next week.

Update: Customer service reached out and did their best to finally process the exchange and ship it out to me. I appreciated them taking reviews and customer experiences seriously!! I ordered a comforter from this brand and had to initiate an exchange because the standard filling was causing my husband and I to sweat under the comforter and duvet cover. We were told by customer service this process usually takes 5-7 days but after reaching out 4 times, it is now a 2-3 week process and the customer service rep who finally responded told me I'd be receiving a refund instead of an exchange?? This lack of detail is unprofessional and I'm not sure this company even knows what it is doing. I would be wary and next time, purchase bedding elsewhere given their customer service doesn't respond - and even when they do, they are unhelpful.

Updating my review: had an issue with one of my orders. After some back and forth with support, they went above and beyond to make things right. Very quick and attentive response, and I received replacement items within just a couple days. Thanks!