COS Reviews 1,507

Terrible service from COS. I ordered shoes online. I had to pay additional 3rd party shipping because they don’t deliver to jersey. They sent me earrings instead of the shoes and are now withholding my £115 until they receive the worthless earrings back. Slow and awful customer service. Avoid online shopping with them at all costs!

**update: after 3 calls and 6 emails I finally received an email on 6th June to say my refund was being processed. It’s now the 15th June and I still have not received my money!!

**update - still no refund (18th June) 😡

Slow customer support, never returns money in time and this time even stopped replying me on FB, requesting a copy of paper return receipt even when I am sending screen from delivery company with tracking!!!!!

Ordered an item online which took ages to come and when it arrived it was completely the wrong item with the wrong label attached to it. They don't offer in store returns or exchanges. They take way to long to prepare and send orders. It's a joke, better to order elsewhere or buy in store.

Sorry COS I won’t be ordering again. Purchased now 10 days ago and still not received. Information on website says it’s going to be delivered with “Hermes” - which was rebranded as EVRI about 3 years ago. Appalling response on customer service, no attempt to resolve the situation or escalate.

Would give 0 stars to this awful company! Returned a bag that I didn't think was very good quality for the money of £95 so returned it. Have been told my refund was issued 11 days ago, still no money back in my account! Read all the negative reviews of this shockingly bad company before you buy! Order number: 11305535

Diabolical return system, I had to chase for my £270 refund for weeks to be fobbed off with it takes 14days! Tracking was showing they had received it over 10 days ago, then on the 14th day still not refund. I had to call and email to finally get my refund initiated, for it then to take a further week to come back into my account.

Almost forgot to mention, the delivery took so long to arrive in the first place! Absolutely ridiculous!

I have another refund still waiting to be processed for £200 as I had to send everything back as the second lot of clothing was also too big , so guess il be waiting another few weeks for this refund.

Don't order anything from this company. They can't deliver on time. Ordered on 15 May, still waiting for it and now advised they can't action the refund reporting ' temporary system errors'. Spend your money elsewhere.

tried to order many times last years a pair of shorts that were finally on sale and the website had issues for a month or so. it was impossible to order them and not only: i had to access with a double autentication as if it was a bank website. are we crazy? lol

I ordered a bucket hat and a T-shirt from COS. To my shock, the hat was folded in half and packed together with the T-shirt in a simple soft paper bag — no protection, no shaping support. The hat lost its shape completely. I even have a photo of how it was packed.

Since I used a third-party shipping service to forward my order to a country where COS stores don’t exist, I clearly explained to customer service that I couldn’t return the item. I didn’t ask for a refund — I simply asked for advice on how to safely restore the hat’s shape at home.

Instead, they kept copying and pasting the same template replies, telling me to return the product. They completely ignored my actual request and then just stopped responding altogether. Not a single apology, not a single sign of responsibility for poor packaging. Even budget shops pack hats better than this — with proper protection.

This was my first order from COS, and I’m honestly shocked. It feels like they think they’re too big to care.

This is the second time i paid for next day delivery and not only not receiving it next day but not even within 3 days. When contacted customer's service online,obviously not so smart bot told me i should receive my "next day " delivery within actual 4 days...."unless they fail"! All in all COS has been my favourite store since it'd opened it's stores in the UK but i have learnt my lesson never to order online EVER again. They DO NOT keep their promise on delivery times and are actually worse than any other online store i have ever shopped with.I mostly shop online by the way. I won't rant about my previous experience which was even worse. Just appalling ,not a reliable service at all. If you have time and energy (which i lack) go to the store. DO NOT ORDER ONLINE...you might end up very frustrated

Went into the store 26-5-2025 afternoon saw an amazing pair of sandals, saw an oriental guy walking past I’m in the KINGS X STORE.
I was trying to find them online to see if there were other colours etc…I tried to stop him and ask, he was very put out I asked the question no words from him.
He looked at my phone pressed something on the cos website, took the sandals out of my hand and put them back on the display!!
He walked off I was stunned I wanted those, I wasn’t going to let him destroy my calm so….. I stood in your store and ordered them online, could have been another sale for that store.
Bad day or not you still deliver customer service, and open your mouth and talk to customers your lost.
I must shout out the black girl on the till, amazing customer service Thank you ;))

Bought 99 euro jeans that arrived looking crinkled, messy, with streaks of whatever dusty thing on them - worn! Asked for customer service through two ways: no answer after more than a week. Don't buy anything here.

Another disappointing and frustrating experience with the online shop. This time, i received an empty cardboard box for a pair of sunglasses that i ordered. Thankfully customer services were quick to refund my money but not great that they said they couldnt simply send the glasses to me - i would have to reorder. Such a pity as love Cos clothing but the online shop experience has been unreliable of late. I've given 2 stars as customer service advisers are polite and try to be helpful within their limits. Something does need to be done to however, to improve the online shopping experience or Cos will start to lose custome.

I spent £139 (the most money I have ever spent on trousers) on the new Jacquard suit trousers. Within 2 wears a hole had developed near the pocket, I complained and got 20% off thought I would repair it myself. Then a week later the left leg starts coming apart, I decided I would return them. I have still not been able to because there is no in store returns, you have to have access to a printer and none of the drop off points near me are working! Very disappointed and I will never get anything from COS again.

I’m aware that COS are part of the H&M group and H&M delivery is so shocking. So rather than have deliveries going to my house, I always select the In Post delivery option, because it’s a lot harder for the couriers to argue that they have delivered (when they have not) if you use a third party delivery option. Although even using that option COS takes a lot longer to ship than other retailers - why? There really isn’t any reason for this. I’ve never had to return any clothes from COS as yet, however because they are a bit spendy I do really have a think about whether I want the item or not. Suffice to say I have bought several pieces from COS and they are all beautiful.

I’m not giving COS 5 stars because the clothes are pricey and if you’re charging that much then the delivery service should match the price.

I never post reviews but people really need to be warned!

Ordered clothes online. When the box arrived 2 items were missing. The box wasn’t suitable for sending clothes in , wasn’t secured properly and the clothes had clearly gone missing in transit. The contact centre was rude and unhelpful and one person even suggested I was lying. Another hung up on me when I enquired as to how long it might take for their warehouse to “investigate “, a question that was clearly too challenging for them. I had photos to support my claim and eventually received my money back, however the overall experience was unpleasant and I’d never risk ordering online from COS again. They need to get their act together, as customers must be leaving in droves.

If you are charging higher than average prices for clothes then you need to sort your delivery and customer services out and employ people who have some concept of what customer service actually means. A couple of years’ ago I had a problem which I emailed about and their customer service team actually phoned me within 24 hours and dealt with it there and then . The contrast in the experience is unbelievable.

I am writing to express my disappointment regarding a recent experience I had at one of COS stores today. I visited Kurfürstendamm 217 branch to exchange a swimsuit I purchased from COS. The item is completely unworn, in its original condition, and still has the tag attached.

However, I was informed by the staff that exchanges are not allowed, which contradicts the return and exchange policy stated on your official website.

Cos delivery time has plummeted. I waited over two weeks for an order. They also keep changing their returns policy so you never know whether you’ll be charged or not, the same with the whole H&M group. Very frustrating. I have a problem with a company wanted to keep actual stores and encouraging people to go to them, but then you have to have the actual products there! Far more is available online (of course), sells out really quickly in store and is gone (so you go online if you’re interested) and it can be hit and miss whether the store you go to has one product and not another - that’s in another store, a third item a different store again. I live in London so there are multiple stores…but I don’t want to have to visit them all!! Prices also gone up a lot but I think they’re trying to position themselves higher up in the chain. Also if they want one to stick with one size to avoid excessive returns, they need more sizing info. Tell us the size the model is and wears at the least, item measurements always better. But essentially with terms changing unannounced from one order to the next, and dreadful delivery times (often at their end not evri’s, in my experience) it’s an incredibly frustrating experience (and one I don’t expect to change for the customer’s benefit).

Horrible customer service. Made a typo on my email when ordering and customer service won’t talk to me because I can’t email them from the email address that was used on the order, lmfao. Absolutely ridiculous.

Beautiful Budapest, everyone so helpful and friendly apart from the young man in the ladies section of Cos in Budapest with dark curly hair, very rude and unhelpful. I purchased a denim dress on the Saturday he was miserable then and I still went in on the Sunday to buy more items, I asked for a certain size and he walked off and ignored me. So sadly, Cos lost a few good sales as I would have bought more. He definitely needs customer training, it costs nothing to be pleasant. I will go to the store in La Canada when I go to Marbella instead as they are lovely. Beautiful quality clothes. All the staff in the other shops were polite and helpful.