Seat clip let go within first week so I returned both leather loveseats as a result. Quality was very disappointing. Refund process was slow (not 7-10 days)
Reply from Cozey
Hi Eileen,
Thank you for sharing your experience with us. We’re truly sorry that the Altus sofas didn’t meet your expectations and that you encountered quality issues so early on. That’s not the experience we aim to deliver, and we appreciate you bringing this to our attention.
We want you to know that we’ve reported the issue with the Altus Amber to our product team, and an internal investigation is currently underway with our manufacturing partners. Quality and reliability are core to how we design and build, and your feedback is helping us improve.
We also understand that you chose to return both loveseats rather than pursue a replacement under our warranty, and we completely respect that decision. Both of your refunds have been processed, one on October 28th and the other on October 30th. It typically takes 3 to 10 business days for a refund to appear, depending on your financial institution.
A member of our customer happiness team will follow up shortly to confirm everything has arrived safely and that there are no unresolved concerns. If there’s anything else we can do, please don’t hesitate to reach out. We're here to help.