Cozy Earth Reviews 2,122

Worst customer service. Would tell me one thing and then tell me the policy has changed or give me a the opposite of what I explicitly asked for. Returns and exchanges literally take forever. By the time they got to approving my return a month later they said they didn't have the item to exchange it with and then proceeded to give me store credit back after I asked for a refund (they offered a refund). The whole thing has been a nightmare. They were timely in responding initially, although not helpful, and then just ghosted me. I reported to the BBB. This is still not resolved.

Absolutely the worst company I have ever dealt with. I ordered 1 Christmas gift from them. This is the only Christmas gift for this person as Cozy Earth items are ridiculously expensive! I placed my order on Dec 5th, 2025. I called and spoke with support on Dec 10th, 2025. They said my item was in pre-shipment. Since then I have been emailing with support about when my order will ship. It’s currently Dec 18th and the item only shipped yesterday. So it took 12 full days for shipping to even begin. Their website advertises 1-2 days processing before shipping. Now the estimated delivery date for this 1 gift is Jan 3, 2026!!!!!! Their customer support is the absolute worst of any company anywhere. I will never order from them again and I DO NOT recommend anyone else order from them.

I returned an item through Cozy Earth's return process. I was given a FedEx return label to attach to package, it was mailed the same day and delivered. I waited for acknowledgement from Cozy Earth that it was received and refund processed. Not the case. I called and was told it would take 14 days to process my refund even though my return receipt information said it would be processed within 1 week of being delivered. I ask the rep if she could send me that policy in writing and waited 10+ minutes for her to find it only to tell me that she could not find it. I asked to speak with a return specialist and she asked me to wait again and I waited another 10 minutes for the rep to return to say she was transferring the call, but after saying that, the call ended. I will never do business with this company again and will continue to dispute.

On November 23rd, I purchased two sets of Luxe Hand Towels as a Christmas gift for my daughter. When my order was delivered on December 2nd at 4:08 PM, one of the towels was defective, with two large pulls.

I immediately contacted customer service and was instructed to send photos of the defect. I was assured at that time that a replacement towel would be sent and would arrive in time for Christmas. After submitting the requested photos, I was issued a Return Authorization and promptly returned the defective towel on December 3rd. Tracking confirms that Cozy Earth received the return on December 8th.

On December 8th, I contacted customer service to ask when the replacement would ship. I was then informed—contrary to what I had previously been told—that the item must undergo a 14-day quality control review before a replacement could be sent. This means I will not receive the replacement in time for Christmas, despite ordering well in advance of the holiday and returning the defective item immediately.

It is now December 15th, and after numerous phone calls and emails, I am still being told that I must wait out the full 14-day inspection period. I find it extremely disappointing that I am being penalized for receiving a defective product in the first place, especially given the assurances I was provided by your customer service team.

This experience has been frustrating and unacceptable, particularly for a company that positions itself as a premium brand.

I hope Cozy Earth will take responsibility for this situation and make it right.

First off I want to say I have ordered multiple items of the years from Cozy Earth but something is happening with their customer service. I ordered sheets and they sent the wrong color. So I shipped them back and never heard anything from them after a couple weeks. I then called customer service and they dropped the call TWICE. I called the third time and the customer service guy told me it would be at least another week before it would be sent over to their inspection department. I just want my correct color of sheets. I cannot believe the horrible customer service and they have lost a customer in the future.

I purchased the Bamboo Sheet Set in dove Grey/King. Original price was $328.00. Luckily I had a coupon code which made them $180.40. the sheets came and one of them was torn. I called the company and was told I had to ship the sheets back and would get a replacement that would take about 4-6 weeks according to Hannah at their customer service line. Expensive sheets for very poor customer service. I will not purchase from them again.

Do not buy this product! I returned women's wide leg pant. I never received confirmation they received the return. Called customer services on hold for 24 minutes. Rep puts me on hold 10 min then says they received the return, but has the right to hold money for 3-4 Weeks!! The return 11/20/25. Today 12/15/25. Give me my money!!! Charged $12 restock fee.

Had an initial customer service issue that went unresolved which led to my negative review - BUT JK Steward saved the day!
Much appreciation. I applaud you.

1st their products are great, though expensive, but my online shopping experieince was horrific. Somehow I got stuck with an auo order. No where on the web site is the ability to find and cncel an auto order. One has to call support to dig in , find and cancel the auto orders. Next trying to reutrn an item is eually aweful. Beside having to click 4 or 5 time no I do not want an exchange or store credit, I missed one of the suggested replacements and then could not complete the return without buying the unwanted item. Again I had to call suport to fix.

First time buyer for Cozy Earth, was looking forward to Christmas gifts BUT delivery was lost which I had to contact Amazon shipping about. I asked for a about refund but was told that no refund since I did not purchase delivery insurance. Lost over $300 and nothing I can do about it. I didn't realize you HAD to buy insurance for delivery or a company cannot do a refund. What kind of customer service is this? Upset and saddened.

Update 12/17/25: After JK from cozy earth reached out for after seeing this review, I was able to get a refund. Appreciate JK from cozy earth since he provided the best support and tried to make it better for the company after about 11 emails to customer support. Unfortunately, it took posting a bad review to get the attention. I am still keeping a one-star review for a very poor new customer experience for a luxury brand.

I’ve genuinely loved Cozy Earth products and, until recently, had a great overall experience with the brand. Over the past few months, I’ve purchased clothing, three sets of sheets, two coverlets, and a blanket — and I even signed up for the membership.

I want to provide an update to my earlier review. Once I was finally able to reach a live person, everything was resolved, and the customer service representative was delightful and very helpful. The issue with my coverlet exchange was taken care of, and I appreciate the professionalism once I was connected to a human.

That said, it did take longer than expected to get to that point. Reaching customer service required some persistence, which was frustrating for a premium brand. I do hope that the initial response time improves going forward.

Ultimately, I will continue to be a Cozy Earth customer because the quality of the products truly is excellent. While I certainly hope I don’t need to contact customer service again, it’s reassuring to know that once you do reach someone, the issue does get resolved.

The sheets and bedding are beautiful and beyond cozy. I have everything from pajamas to slippers to pillows and duvet and look forward to buying more. The service they’ve provided me was highly personalized and has exceeded my expectations. I will continue to be a loyal Cozy Earth fan!

Be aware that if you have to make a return, you will be charged a restocking fee ($11). In addition, you have to wait 2-3 weeks AFTER they receive the package for them to "inspect" it before they will issue a refund. I never received information stating that they would charge a restocking fee or that they received my return. I called and asked about an exchange instead and the same applies, minus the restocking fee. Horrible return/exchange policies (significant lack of transparency) and customer service.

I tried to purchase a set of king sheets from Cozy Earth and use a code of either Sean Hannity or Mike Slater, The website would not take it and showed it was invalid. I tried to call customer service at Cozy Earth, they were not helpful at all and actually told me they would not honor the discount code unless I recorded it off of the advertisement form either of the talks shows. What a waste of time. Based on the sell that Mike Slater and Sean Hannity do, I was willing to try them and spend the hundreds of dollars. Based on my negative experience on the website and the customer service and the fact they would not honor the discount code that is always offered from the Patriot Satellite channel I listen to, I will never attempt to buy from Cozy Earth again. They lost a potential customer today.

Please reconsider ANY purchase with Cozy Earth as they have horrible customer service, will leave you on hold for hours only to be disconnected- they don't call back and before you know it, you've spent 4 hours with no resolution. They make no exceptions to the return window even though they processed the return as a warranty claim. I initiated contact in July, and received an email December 11th after multiple calls and emails. At minimum, be considerate of your customers time. Needless to say I have canceled my membership and they have lost a customer.

In following their women's sizing measurements, I bought a nightgown in large. I was swimming in it so I called Cozy Earth Customer Service and ordered a medium sized nightgown and told the agent that I will return the size that doesn't fit the best. I was told that I could return either size and my credit card would be credited for the amount charged. Well when it came to returning the large nightgown, the whole process is online to get the return UPS label and mail it back to the company. When I went online, to return the large nightgown there's a $11.99 restocking fee or if you choose to exchange an item another item will be sent out. I did not need another nightgown as I kept the one I ordered from the Cozy Earth Customer Service agent in size medium. Called the Customer Service agent today about this $11.99 restocking fee and we got lost in semantics about exchange and return. Told them that this Restocking fee is not standard customary U.S. vendor practice charging the customer for a return/exchange for the very same item but in another size. This is penalizing the customer and very customer service unfriendly. Due to this experience, I will not do business with Cozy Earth. Do not shop at this company and I am surprised many radio shows would endorse buying from Cozy Earth. Besides a quality product, Customer Service is the the essence of a successful business especially pertaining to easy returns.

Order a blanket for my wifes birthday (which was this past sunday) and it didn't arrive. Emailed support last week and they told me to wait 2 more days (4 days total from ship date). Waited and asked neighbors if they saw it like they asked me to do and nothing - apparently I had shipping insurance on the order but that hasn't helped at all in getting a fast resolution. The customer service rep told me that they were now "out of stock" on the blanket and I could get a replacement in February!! I told her it was a gift and I could I get another color and she said they were all out of stock. I saw on the website it said the pink one was still available for purchase and she said "Oh you are right - let me check with the warehouse" and its been crickets for the last 5 days. I have emailed and no response. Went to do the chat today and waited 20 minutes to get connected to a rep who asked "How can I help" and wrote out my issue and they have not replied in almost 30 minutes to my chat. So I decided to call the phone number listed and the wait time is 39 minutes to speak to an agent! Now I see all of the negative reviews. Still waiting on the phone and website.....

This company is a nightmare to deal with.I ordered a blanket as an anniversary gift for my son in early November the package never arrived and I spent hours trying to get them to reorder A new one which took weeks. I then just gave up and cancelled the reorder since it did not ship out for now 7 days and I received an email saying they will rush it and they cannot refund me at this time .. it still hasn't shipped i have notified my Amex .. they may have nice products but they charge for restocking if you return something .. The worst customer service I have ever dealt with and I am a designer by trade and I would never recommend this company to my clients!!!!

This company is absolutely horrible.Before thanksgiving I ordered 2 sets of pj's for my pregnant daughter .Even though it said tracking was delivered it was never received by us .We walked up and down our street asking neighbors and asking if they happen to have gotten by mistake & nobody says they have it .I have made 4 phone calls to them ,emailed and tried live chat with no help .The first time we called and mind you we paid extra for package protection they said they contacted the shipper and to call back in 48 hours .We then called back and waited another 2 hours on the phone to talk to a person .In the middle of the phone call after going on hold multiple times the call was disconnected.We call back two more times and finally after another long wait get in touch with someone.I asked for a refund because of all this hassle to be told sorry we don't do refunds .Then they tell us we can only do a reshipment ,but then tell me the warranty or any exchange will not be on the items .I asked since there was no exchange and since my daughter was pregnant if they could do the reshipment in large to make sure it would fit her they came back and said they couldn't make any changes.SADLY ,we just said ok because we didn't want to be out our money and she didn't give us another choice .She then goes through the process of asking our address again and everything then gets to the very end and says .Oh you have package protection, let's give it another day or two before we can process this order on reshippment.Mind you it's been a week now after it should have been delivered . This has been a absolute nightmare.5 calls later to this company, unanswered emails ,unanswered live chats ,with zero resolution at this time .I would like either a full refund for the package we didn't receive or the sets to be sent in large asap .This was supposed to be given at a baby shower this Saturday to my daughter .Obviously it won't be here to give to her so have to go out and get something else .At least hoping we will get a full refund or the pj's in large to be able to replace the pj's we didn't get and be able to give it to her before Christmas.

Update: Received a performative reply from a person in “senior leadership”. Those always make me laugh. How about just doing your job? Anyway, I reached out to Amex & they resolved my issue. See how easy that was Cozy Earth?

Great products. TERRIBLE customer service. BUYER BEWARE. I ordered a blanket and then separately I ordered the matching pillow. Unfortunately, I did not love the color of the blanket so I chose to exchange it. That process went smoothly. I expected the same when I wanted to exchange the pillow. NOPE. I returned the pillow I didn’t want and Cozy Earth acknowledged receipt of the returned item. THAT WAS A MONTH AGO. I’m STILL waiting for my exchanged pillow.

I’ve called them TWICE and was promised I would “hear back soon”. RIGHT. Shopping shouldn't be a nightmare. I shouldn't have to manage a retailer. I just want my money back.