So easy to assemble and customer service is outstanding.
Comfort: 5
Materials: 5
Quality: 5
Value for money: 5
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Product details
Brand: Cozey
MPN: 14000-201-1
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I’ve already reviewed this but apparently COZEY didn’t like my review so they are asking for another review. The Ceillo 3 seater with Chaise is HORRIBLE! I’ve had it for over a year, have had to get the chaise cushion replaced twice and it STILL feels like sitting on a hard floor. It has hurt my hip and back so badly that i couldn’t walk for 3 weeks. COZEY has now stated that they will NOT honour my warranty anymore and if I want anything to fix it, I have to BUY IT! I’ve already paid over $3000.00 and am forced to SIT ON MY FLOOR as my “couch” is incredibly uncomfortable and painful. Perhaps I got a “lemon” but I doubt it. I bought it this couch/sofa because it’s Canadian and I wanted to Support Canadian! “Elbows Up”! HUGE regret! I cannot afford a new couch right now and I cannot justify spending $2-$3000.00 on a new couch 1 year AFTER buying one, so for the coming year, I’ll be sitting on the floor instead of the overly expensive Ceillo Sofa couch that hurts my hip and back too much to sit on with zero help from this company. If I could, I’d send the entire thing back to them but apparently my extended warranty that I paid for doesn’t mean anything to COZEY.
Comfort: 1
Materials: 1
Quality: 1
Value for money: 1
Reply from Cozey
Hi Amy, thank you for taking the time to share your experience, we can hear how frustrated and disappointed you feel, and we’re truly sorry that your Ciello hasn’t delivered the comfort you expected after making such a meaningful investment in your home.
Comfort is one of the most important parts of choosing a sofa, especially one you plan to sit on every day, and it’s upsetting to hear you’ve been in pain because it hasn’t felt supportive. We absolutely understand why this has been so distressing for you.
The Ciello is designed to be an ultra‑soft, plush, cloud‑like sofa, and part of how it achieves that feel is with loose fiberfill cushion inserts. This type of fill gives that enveloping softness many people love, but over time, especially with frequent use, those inserts can compress more noticeably than firmer foam. When that happens, and because the sofa frame has less padding directly on it, people can feel more structure beneath them, that’s a normal part of how this style performs and isn’t the same as a defect.
You’ve already received two replacements for the chaise cushion, which shows our intent to support you, but because this was your second chaise replacement, we’re unfortunately not able to offer a third under our current policy. At the time, we also offered the option to exchange the chaise for an ottoman cushion, which has a slightly different internal construction. We understand you chose the replacement chaise instead.
We’re still here to help if you’d like to revisit other alternative solutions we had offered earlier, such as exchanging the chaise for an ottoman (which has a firmer cushion structure). If you ever decide you’d like to explore these options again, we’ll be ready to assist.
We sincerely appreciate your feedback, it’s clear this situation has been difficult, and your honesty helps us improve how we support our customers.
Was sent a replacement cushion for a wavy and crappy chaise cushion that is a "known issue". Was sent an identical chaise cushion that also looks terrible. Definitely don't go with a chaise. Cushion itself is so bumpy it looks ten years old. "Performance fabric" is a nightmare.
Comfort: 3
Materials: 2
Quality: 2
Value for money: 2
Reply from Cozey
Hi Michelle, thanks for sharing your feedback, we’re really sorry to hear that the replacement chaise cushion still isn’t giving you the comfort and quality you expected. You’re completely right to be upset.
Because our chaise cushions are vacuum‑sealed when shipped, it can sometimes take 3–4 weeks before they fully expand and regain their intended shape. It sounds like what you received may be from an older batch that didn’t inflate properly. We understand this isn’t what you signed up for, and it’s disappointing to still be left with a bumpy, worn‑looking seat after a replacement.
We’ll be in touch soon to help resolve this, either by finding a better cushion option or working with you on an alternative solution. Your comfort is important to us and we want to make things right.
Good quality. The fabric is really soft. I absolutely in love with my Ciello
Comfort: 5
Materials: 5
Quality: 5
Value for money: 5
Ordered the ciello sectional in the green corduroy. It looked great online. Sectional arrived and the chaise piece was not a pre stuffed sleek cushion. It came as a pillow/almost mattress looking with a case that you have to wrestle with to get it on. It made the cushion lumpy and bumpy and old looking. Something I’d expect to find on wayfair for $800. Not here for $2500! I sent photos right away back when it arrived in March 2025. They asked me to wait two weeks to see if it would fluff up. I waited and no luck. Still looked horrible. They mentioned making a replacement part as I guess they had several complaints and if I wanted to wait until July. I said ok as long as it doesn’t affect my return window. Pillow showed up in July as the same pretty much. A little different cushion but I still had to stuff it into the case. Still lumpy and bumpy. I sent photos. They asked me to wait a week and fluff it up every couple days to see if it would settle in. It did not so I asked for them to refund me and I’ll return the couch. They offered me 10% refund!! See photos below. The chaise lounge which was $600ish extra is completely useless and embarrassing to have in my house. Looks like cheap garbage. I replied saying no definitely not I want a refund at least minimum for the difference of sofa and sectional. They had emailed months ago saying they would make it right and offered a regular cushion to make it a couch and not a sectional. Last week a refund was also listed as an option. When I asked they have stopped replying to my request. I also have a huge pillow chaise lounge I will need to take to the dump and pay to dispose of. Note that I did my research for a year. I even went to the Vancouver pop up to check out the material. As it was so new I didn’t see any bad reviews. I do see issues with the chaise lounge now online. Do not buy this sectional. I’ve also noticed the regular ore stuffed sleek cushions are looking worn and soft and I’ve only sat on it a handful of times as I was waiting for the new piece.
Quality: 1
Value for money: 1
Reply from Cozey
We’re truly sorry for the frustration and disappointment you’ve experienced with your Ciello Chaise. We understand how disheartening it must feel to receive something that doesn’t match your expectations, especially after months of waiting and multiple attempts to resolve the issue.
We’ve reached out to you by email to make this right. Please know that your trust in us matters, and we are committed to ensuring you receive a resolution that feels fair and restores your confidence in choosing Cozey.
Easy to wipe off dust from the dogs paws. Haven’t had to wash the covers yet!
Value for money: 5