Before purchasing the sofa and ottoman I ordered the free fabric swatches. I was very impressed with the colour selection, texture and outlined differences of each swatch. I called customer service t... See more
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Review summary
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Reviews shaping this summary
The couch is a dream, delivery was smooth and I love the colour (Sesame). The only negative is the fabric is not resilient to cat nails. I have had to cover with throw blankets so that my cat doesn't... See more
The sofa bed set is of great quality. I always wanted a ferm cushioned sofa. I only gave it 4 stars because the metals joints were not in the correct order. I had to take them apart and reinstall them... See more
What a wonderful experience! The sofa is amazing and the customer service even better. Had an issue with one of the legs and no hassle replacement! Neptune is a firm sofa so if you’re using for... See more
Company details
- #7 of 12 best companies in Furniture Store
- #1 of 2 best companies in Furniture Accessories
- #1 of 2 best companies in Living Room Furniture Store
- #2 of 4 best companies in Outdoor Furniture Store
- #1 of 2 best companies in Sofa Store
Written by the company
Modern living made simple for you. Have you ever waited months to get a sofa that doesn’t even fit through your door? We've made furniture more convenient for you by continuously introducing innovative solutions to this common problem. Our designs are simple, easy to assemble, ship quickly – and for free – in courier-sized boxes, and adapt to your changing needs over time. We are committed to provide you with a delightful furniture shopping experience. In doing so, we work tirelessly to bring you thoughtfully designed products for your modern lifestyle, with world-class customer service.
Contact info
4.3
Excellent
3K reviews
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Replied to 100% of negative reviews
Typically replies within 24 hours
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10/10
Swatches arrived quickly and the website tools were very helpful to design the sofa. Shipping was fast, delivery was professional and the assembly was straightforward. My Atmosphere is comfortable and looks great! Honestly a 10/10 experience.
June 17, 2026
The rug is pet friendly
The rug is pet friendly, easy to clean, washable and looks great in our dining area.
June 17, 2026
Delayed shipping scuff marks and loose…
Delayed shipping scuff marks and loose threads
Offered $100 for scuff marks and cloth shaver for threads was never told I can return it if I wanted to return it I have to $200 so it’s not 30 days risk free
June 17, 2026
Reply from Cozey
Hi Sabrina,
Thank you for sharing your experience, and we’re sorry to hear about the delivery delays and the condition your sofa arrived in. We understand how disappointing it is to receive a new piece with scuff marks and loose threads.
After reviewing your case, we can see that we offered to replace the affected module or provide a partial refund along with a gift card to address the cosmetic concerns. You chose to move forward with the refund and gift card option at the time.
Regarding the return process, our 30-day trial is free as long as the original packaging is kept. Since the boxes were discarded, a $150 restocking and shipping fee applies, which is deducted from the total refund. This is outlined in our return policy on our website.
We understand this situation has been frustrating, and we’d like the opportunity to make this right. A member of our team will be in touch to discuss next steps and how we can come to a resolution that feels meaningful for you.
Service and delivery were great
Service and delivery were great. Product so far has been holding up and looks great!
June 17, 2026
The product is great
The product is great! Easy to assemble and comfortable! Sadly we had to return for and they were very helpful and accommodating with facilitating a return!
June 17, 2026
Excellent fast service
June 17, 2026
I had an issue but the Cozey staff…
I had an issue but the Cozey staff rectified it right away. Customer service is great, and we love our couch. Thank you
June 17, 2026
Love the sofa, hate Cozey
As much as I love the actual sofa (Gaia XL) dealing with Cozey has been such a pain. To start, I got an e-mail saying it would be shipped earlier than expected. Cool! It was not shipped within the new dates. Kind of a bummer but whatever. On the day it was delivered, I got a text and an e-mail. One saying the sofa was delivered, the other that it had just shipped. Again, not really an issue, especially since it was actually delivered, but slightly annoying. We come home, set it up… only to find out the box with ALL the covers is missing. I call customer services. They said it was shipped separately and may arrive a day or two from then. Frustrating and confusing why they’d ship 8/9 boxes together but not the 1. 2 days later, a purolator trucks pulls up. I got so excited to finally finish setting up my sofa. The driver rummaged through the back for 5 minutes before driving off without delivering anything. Got a notification saying they couldn’t get to me and it would be shipped the next day. Finally, 3 days later, I get the covers. Love it. It’s comfortable and pretty. Easy to assemble (a few of the covers were hard to get on but that’s fine). I got this fabric (Limestone) because the swatches claim it is pet-friendly. It also looks like the same fabric as my old couch, which help up great with my cat. It was not the same fabric. The threads are being pulled by the tiniest thing. Again, I kind of brush it off. I have a cat, it’s gonna happen. I was expecting it to last more than a couple minutes though. I try to go on their website to leave a review and to mention to potential buyers that have cats to maybe consider that the fabric is pretty fragile. None of the “leave a review” buttons work. I actually cannot leave a review. A sofa that honestly feels like 5 stars is now being brought down to 2 due to the headache it caused to just get the thing. So, if you’re gonna buy from Cozey, be patient. And don’t have cats.
June 15, 2026
Unprompted review
Reply from Cozey
Hi Lea,
Thank you for taking the time to share your experience, we’re really sorry for the frustration this caused.
We completely understand how important it is for delivery timelines to be clear and for the process to feel smooth from start to finish. From the conflicting updates to the missing box and delivery delays, this is not the experience we want for our customers.
We also hear your concerns about the fabric. While our Aquaforte fabric is considered pet-friendly due with its ease of cleaning with removable, washable covers, it does have a wider weave. This can make it more prone to snagging compared to tighter weaves like our Chenille or Performance fabrics. We understand how frustrating that can be, especially when it doesn’t match your expectations.
We’d really like the opportunity to look into this further and help. If you’re open to it, please reach out to our Customer Happiness team or share your order details so we can locate your order and support you directly.
Had some issues with furniture…
Had some issues with furniture delivered and it was corrected promptly
June 17, 2026
Customer service ghosts you when you have an issue with their product
Extremely disappointed with Cozey. I ordered the atmosphere couch in weave fabric and within a week it already has a lot of snags in different areas. I contacted customer service who was responsive at first but ghosted me after asking a couple of questions. I sent a lot of follow up emails and I still haven’t received a response.
June 17, 2026
Reply from Cozey
Hi Jessica,
Thank you for sharing your experience, and we’re truly sorry for the frustration this caused.
We completely understand how upsetting it must have been to raise an issue with snagging on your sofa and not receive the follow-up you were expecting. When you take the time to reach out, you should feel heard and supported, and we’re sorry that wasn’t your experience.
A member of our team has reached out to you today to help make this right and arrange a replacement for your covers. Moving forward, we will ensure stronger ownership is taken when issues like this arise so they are resolved more quickly and thoroughly.
We really appreciate you flagging this here so we could step in and support you.
Our shopping experience at the Cozey…
Our shopping experience at the Cozey store in Calgary was great; we found the staff to be friendly and knowledgeable and we were impressed with the selection and quality of furniture. We’ve been very happy with our purchases.
April 23, 2026
Meh, not worth the hype
Ordering the right couch took a long while with all the options available and reading through reviews to find what we were looking for. Some Of our boxes were clearly returned product in opened boxes and missing their protective slip covers.
June 17, 2026
Reply from Cozey
Hi Mallory,
We appreciate you taking the time to share your feedback, and we’re sorry to hear about your experience.
We know how much time goes into choosing the right setup, and it’s disappointing when the delivery doesn’t reflect the quality you were expecting. Receiving items that appear previously opened or missing protective packaging is not the experience we aim to provide.
Our team will be reaching out to better understand the situation and find a solution for you.
Customer service was really great and…
Customer service was really great and helped to resolve a problem I had. I love the look of my new carpet and the price was so reasonable and good quality too.
June 17, 2026
Double charging
They double charged us and deny it. We even sent proof. Amex is coming for you!
May 22, 2026
Unprompted review
Reply from Cozey
Hi Sherry,
We’re very sorry to hear about this experience. Being charged twice is understandably very concerning, and we take this seriously.
We’ve flagged this internally for further review. After looking into your previous contact with our team, we can see that a chargeback has already been opened with your credit card provider. Since the case is now being handled directly by your bank, we’re unable to process a separate refund on our end while that investigation is ongoing.
We will absolutely cooperate with Amex to help resolve this as quickly as possible, and we appreciate you bringing this to our attention.
Easy to order
Easy to order. Delivered quickly. Product was as presented on the website.
June 17, 2026
Love our new couch
Love our new couch. Super comfortable and looks better in real life than the pictures online. Had an issue with one cushion and customer service was quick and friendly in finding a solution. Shipping was amazingly fast.
June 17, 2026
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