Delivery was delayed. Putting it together would have been impossible if it weren't for my husband, we had to lift basically the whole couch to get the last piece on. When we had it all set up we realized how intense it smelled like chemicals. I have asthma and the chemical smell irritated my lungs quite bad. I contacted customer service and they recommended covering the couch in baking soda...., saying it was the smell of cardboard from the warehouse..... It took almost a month for the smell to dissipate. I still do not believe that chemical smell is safe. 4 months later we realized that the couch really started to look worn out. The cushions are lumpy, and sunken in. We have to sit directly in the middle because you could feel the wooden box frame underneath you if you sit where the cushions meet. There is ALOT of snags. Customer service said to cut them off with scissors which i have been doing otherwise it looks absolutely horrible but they don't stop coming. Theres only so many threads to cut with holes in the fabric. The cushions look so worn after 4 months its actually emberassing. The frame underneath started squeaking underneath. So much for warranty. This couch is a huge waste of money, I truly feel scammed. I do not recommend. They do not stand by their product. They sent me an email on how to fluff my couch daily and how to do a big fluff weekly. I tell every post I see online of people inquiring or posting about their Cozey , I wish someone would have told me.
Reply from Cozey
Hello Bonnie,
We’re truly sorry to hear how difficult this has been for you, especially when it comes to your comfort and health. We understand how disappointing it can feel when a piece of furniture you were excited about doesn’t meet your expectations.
We’d like to offer some additional clarity regarding a few of the concerns you mentioned.
Both our seating foams and our upholstery fabrics are OEKO-TEX® certified, meaning they are independently tested to ensure they do not contain harmful levels of substances such as formaldehyde or phthalates. This certification reflects our commitment to safety, quality, and transparency.
In some cases, a light “new product” scent can be noticeable when furniture is first unpacked due to compressed packaging and time in transit. While this scent is not the result of chemical treatments and typically fades with ventilation, we understand that for individuals with sensitivities, even temporary odors can be uncomfortable. We’re very sorry that this caused you distress.
Our Ciello collection was intentionally designed to provide an ultra-soft, relaxed, cloud-like sit. To achieve this, the cushions use a softer, low-resistance fill that prioritizes sink-in comfort rather than firmness. This type of construction, similar to what’s found in premium down or feather-blend seating, allows the fill to move and settle naturally with use, particularly in frequently used areas.
This behavior does not indicate a loss of structure or quality, but rather the expected performance of a softer seating design. With regular fluffing and rotation, the cushions are designed to continue delivering comfort over time. That said, we understand that this level of upkeep or feel may not be the right fit for everyone, and we regret that it didn’t align with your expectations.
Our upholstery fabrics are also OEKO-TEX® certified and meet strict safety and quality standards verified by independent laboratories. Occasional surface snags or loose threads can occur with normal friction and everyday use, particularly on woven fabrics. These are cosmetic in nature and do not compromise the integrity of the fabric itself. Trimming loose threads is a common and safe way to maintain the fabric’s appearance, though we understand how frustrating it can be when this happens more often than expected.
Squeaking can sometimes develop as modular components settle with use. This is something we do assess under warranty when sufficient information is provided, and we’re sorry that this process felt discouraging rather than supportive. We’ve followed up by email and are currently waiting for your response so we can continue reviewing this and further assess the situation with you.
We truly regret that your experience with the Ciello did not meet your expectations. Your feedback is important to us and is shared internally as we continue to improve both our products and the support we provide.