COS Reviews 151

Waited over a week for item to be delivered. They used Evri. It was delivered to incorrect address. No option to speak to customer service at Evri and receive repeated emails to my complaint asking if I’ve received the package yet. Cos customer service equally stagnant as waiting for evri’s report. Asked to speak to a manager at cos but have had no contact from them,

I have paid £13.00 for express delivery and still haven't received my order. I am always loathed to use COS for online shopping due to past bad experiences but only do so when the items are not in store. NEVER AGAIN!

I ordered some dresses that I wanted urgently for an event and paid the £12 express delivery charge so I would receive them within 48 hours. It is now 72 hours and not arrived. Called Customer Service and they were not helpful and said they would have to raise an incident report. No information on whether I will ever get the items, timeframe or money back..... Absolutely appalling all round. They could barely understand numbers - I had to give my order number 3 times before they could repeat it back correctly. My order number is 14689700 under a different married name (Harrison) if anybody is monitoring this review site and wants to respond to me.

Wanted some tee shirts from Cos. Tried their shop in Coal Drops Yard but they didn’t have the size and colours I wanted. Stock levels seemed low but the service was helpful. Ordered online instead and as this was first order got 10% discount although it was difficult and the website is poor.
Cos confirmed my order by email but the description of colours was wrong and different from my order. Photos were correct. I emailed them as suggested and have now had a reply saying the order will be looked at. Less than impressed by their systems and won’t use them again unless they ensure correct items are delivered and they buck their service up.

Five unanswered emails to customer service over the course of a week says it all. Useless.

I have just got off the phone with Maria who refused to give me her last name. She also refused to pass me to a manager. I ordered the below package on 26th January. Today is now the 6th business day which is the latest you advertise my package to be delivered. The tracking also says between 29 Jan and 2nd Feb, meaning today was the LATEST you were meant to deliver my package. When I raised this with Maria on the phone, she tried to tell me that Monday doesn’t count as a business day. This is obviously untrue. She refused to accept any responsibility for the package being delayed. I also called you on Saturday 31st - again you will have call logs to confirm . I was told that my package would arrive by today latest for definite. Maria has just told me that I should now wait until feb 3rd and call you up AGAIN if it is not there by then. She has denied any kind of delay occurring and did not give any apology.

Ordered a shirt before Christmas, booked a return which has been failed to be collected three times! It's still sitting waiting to be collected. Contacting customer services I was told to drop off at an in-post locker... there isn't one on the island I live on. Always interesting given that they were able to deliver the purchase in the first place. On phoning customer service via chat "Dexter" booked me in for a drop-off even though I refused and explained the situation. Getting through on the phone I was informed that "customer services couldn't guarantee a resolution". These are consumer rights, as opposed to nice to haves.

I have posted the return on the 6th Jan - they received it on the 9th Jan, today 25th Jan I still have not receiveed my refund. Unfortunately the quality of clothes gets worse every day and the refund takes over 14 days (of their promised SLAs) to be processed from the day they receive it. You need to call them and chacse them an if you are lucky you'll get your rufund a month later. I would not be ordering from COS ever gain.

Absolutely terrible customer service (online purchase ) totally useless.

COS customer service completely failed to handle my order.

My parcel was held by UPS due to “Address Information Required”. I contacted COS and provided all requested details. On 16 January, COS confirmed in writing that the address issue had been resolved and that delivery would follow.

This turned out to be untrue. UPS later confirmed that the address was still considered incomplete and returned the parcel to the sender.

The main issue here is not the delay itself, but the incorrect assurance given by COS. Because I relied on their confirmation, I lost the opportunity to take alternative action in time.

This caused significant stress and a complete loss of trust. Based on this experience, I will not be ordering from COS again.

Gosh, COS is slow. Really slow. Not sure why the company bothers with online retail, given how long it takes to fulfil orders (11 days to despatch my most recent order, which the courier estimates will take another 48 hours to reach me). Disappointing.

I made an order on the 5th January. Unfortunately they used EVRI courier. Parcel still not delivered today, so I call COS directly who informed me that on their system it's showing it's been delivered to the allocated shop. I drove to the allocated shop to find that it hasn't been delivered, which aligns to having no confirmation by EVRI themselves. I then find that COS have decided to cancel my on-line order, which it not what I agreed. I WILL NEVER USE THEM AGAIN.

Extremely polite and dealt with my query straight away. Their clothing is fantastic.

Customer service is now based in China or India. Beware. My order has never been delivered. They promised to refund after 5 working days but when I called they said they are going to wait for the couriers to get back to them which as we know how long it may take but usually they never do get back. I am submitting a fraud claim through my bank now.

The clothes are not as good. The clothes used to be Scandinavian inspired - clean, simple lines and good quality - really fantastic clothes. Nowadays the clothes seem to be targetted at a younger clientele and don't have the lovely clean lines they used to have. I would always be spoilt for choice but nowadays I am lucky to find one or two items that I want to buy. Very disappointing.

I’ve ordered once from this company and they sent me incorrect items. Now fighting to get my money back. My bank is involved. Fraud stay away. They don’t care they just want your money. I’m out $600.

Still hasn’t been handed to courier and in the 15 days since ordering, it’s now discounted £40!
Contacted customer services and they were useless. Said delivery will be within the next 5 days so… 20 days since ordering and since I paid before the sale basically tough luck. They said I could return and reorder. Just refund the difference.

I will return and not order from Cos again which is a shame as I love their knitwear and have been a customer for years but fool me once…

Glasgow store had mispriced several items and refused to honour the advertised price
Customer service was appalling
I’ve bought a lot from here in the past at full price - thought we’d try the sale but the experience has put me off the whole brand

I rarely bother to review but this experience really made me angry

Delivery is a nightmare even paying for a one day delivery it will never reach you and returns are beyond awful slow with no tracking . Extremely bad customer services that barely speak English and hang up on customers

Dreadful service. Order didn’t turn up and refund hasn’t turned up either. Don’t deal with this company!