COS Reviews 1,507

I ordered a very expensive coat.

I am a full-time student with a part-time job, so buying high-end clothing is not in my tax bracket; however, I wanted to treat myself to get the coat shipped with the worst quality control. The buttons hung by a thread, and to top it all, after contacting the customer service team multiple times, I was asked to resolve this on the phone, only for the 3-hour time frame I had asked them to call me in for, which was when I was free. Got an email 4 hours later with We will call back tomorrow. Rude and most of all disrespectful to other people's time.

HORRIBLE horrible customer service!! Very frustating refund process ,it takes forever ,you are not informed of anything. I used to buy from them a lot but this was my last order for sure!

First time buying from this company will be my last. First of all, I ordered a sweater, long sleeve shirt, and boots. First,I never received the boots instead I received an ugly looking purse look like a buffet. So I called them thinking maybe that my boots will come. Nope they told me to return everything and those once I receive my money then I can order. Well, I return everything they did not refund my money back at all. Fighting with my bank fighting with PayPal. It’s flat outlined told him they never receive the items which one of the representatives that they did receive them and then a month later they said they did not. I’m out $600.

Bewildered that COS would take such a legal risk that they do not refund the payment for an order that was NOT delivered and accepted by them.
I am simply not believing this is happening, calling it the worst customer support and company is a huge understatement.

Story: On Jan 29th I placed an order on COS Germany using a gift vouche(valid on COS Germany) . I live in Spain so I checked on the COS Germany website if they do deliveries outside Germany. I was able to select Spain for delivery and place the order successfully.
On Feb 4th I receive an email that the order was refunded and reached out to Customer Support. They said they cannot deliver to Spain and this is why it was returned and I will receive my money back. I asked for clarifications on how this could happen, but got nothing back, simply stopped responding. I ended up reaching up on FB COS Page and they eventually replied (never sooner than 2-3 business days later) and EVEN to this point I still did not receive the gift voucher back despite repeated checks and confirmations.
I think the only way forward is legal

Absolutely terrible customer service,waiting on delivery being confirmed for 3 days now still no update order was for a present and was told it would definitely be delivered yesterday will never buy from cos again just poor customer experience.

Some items are SHOCKINGLY bad quality. I’ve bought quite a lot from cos over the past couple of years and the quality is really hit and miss. I have had 2 wool overcoats that I don’t wear often but are going strong, and several thin cotton trousers and wool jumpers that are holding up. However I have just washed a £140 pair of jeans for the second time (30 deg, gentle cycle) and they have gone from black to mid grey, and have shrunk by 15 cm in length! I am outraged. I also had a lightweight jacket that came apart at the shoulder seam on the second wear. Such a shame as I love their designs, but I definitely won’t be shopping there again. Maybe some cheap items off eBay or Vinted. Save your money!

It would be one star, but I genuinely love the clothes.

Delivery is extremely slow - I’m now on day 7 and the carrier is still waiting to receive the parcel, so the delay is at dispatch rather than with Evri.

There’s also a frustrating disconnect between online and in-store. Student discount can’t be used in store, so despite having over £500 of items in hand, I had to order everything online instead - unnecessarily adding a delivery journey.

Online orders also can’t be returned in store, meaning more packaging and additional courier trips.

There's very little environmental consideration going on and it's such a shame.

Love the clothes, hate the customer service! They are the most unhelpful and rude customer service agents i came across. Had two issues recently and now they pushed me to a limit where I won’t be shopping with them anymore. First time they swapped my carrier without telling me and expected Evri delivers in InPost locker which they have been informed it’s not possible and then they refused to help, second time they didn’t even release my order from the warehouse. Both times i spoke to Dexter who must absolutely hate his job and this world based on the lack of empathy he shows. Avoid ordering online, only shop in store.

Return portal isn't working due to some ongoing updates and you need to check it's status through customer service every time.
In normal companies you leave old functionality while working on the new one.
Twelve days gone, still no return.
Awful experience.

Truly awful. Returned an item and never got the refund. They just said tough luck, chase your bank. The bank don’t have it. Cos refused to take any responsibility or send me any proof they had issued the credit. Tried to wear me down until i gave up. Shameful.

Less than one star for me. I purchased a garment in store in Europe only to see it was defective upon returning to Canada. Absolutely abysmal international customer service- over three months of lacklustre communication resulting in an offer of 20% refund then asking again for my international transfer details when they had already received them.
I gave up and they have lost my trust in their company.

Don’t buy from cos. Bad quality products and not a trustworthy site. When trying to make a buy they had my correct address and changed it automatically three times in small letters.
Too pricey for quality and definitely not trustworthy !!!! Of this I’m completely sure!

I like COS a lot but please do something with the annoying 10% discount pop-up which shows on every page I open! It constantly interferes with user experience! I can understand when I open the website for the first time, but I’m there almost every day! It’s been like this since the interface update for about half a year ago.

Shocking return service for online orders! We are in 2026 and you cannot return online orders in store! And online returns take 14 days, I won’t be back!

Received a white t-shirt with makeup all round the neckline.
I now have to go to the trouble of returning the item.

I have just got off the phone with Maria, who refused to give me her last name. She also refused to pass me to a manager. I ordered online on 26th January. Today is now the 6th business day which is the latest you advertise my package to be delivered. The tracking also says between 29 Jan and 2nd Feb, meaning today was the LATEST you were meant to deliver my package. When I raised this with Maria on the phone, she tried to tell me that Monday doesn’t count as a business day. This is obviously untrue. She refused to accept any responsibility for the package being delayed. I also called you on Saturday 31st - you will have call logs to confirm . I was told that my package would arrive by today latest for definite. Maria has just told me that I should now wait until feb 3rd and call you up AGAIN if it is not there by then. She has denied any kind of delay occurring and did not give any apology. She was also unable to give me the correct email address for you. Incredible incompetence. I spend a lot of money in Cos and can say now I won’t be doing so anymore.

I ordered a pair of boots on 11th January. On 15th Jan I got an email saying that my order was on its way. Evri emailed on 17th Jan to say they had received my parcel, then nothing.. I had to call Cos Customer Services 3 times to chase delivery. On the first 2 calls they told me there was nothing they could do and told me to ring back on 26th January. They eventually admitted that Evri had lost the boots and did refund me but why is the onus put on the customer to chase them to get their money back? Terrible customer service. Makes me wonder how much longer this company will be operating.

I’ve never had the pleasure of dealing with COS customer service before, and hopefully never will again as I certainly won’t be buying online again. What an experience, I love COS clothes, but this has definitely changed my mind - don’t think I’ll be spending with them again. Conflicting information, and one of the worst customer service teams I’ve come across.

I ordered two sweaters from COS. I returned one of them (Merino Wool Sweater, brown) on January 17, and to this day I still have not received my refund which is completely unacceptable.

On January 27, my birthday, when I tried to wear the second sweater for the first time, I discovered it had a huge hole in the front, in the chest area (see photo). This was shocking, especially considering the reputation of the brand.

What makes this even worse is that the sweater was very expensive, yet the quality was extremely poor. Between the delayed refund, the defective product, and the high price, this has been a terrible experience overall.

Awful customer service and awful quality.
I will never order from COS again.

There's a missing item in my order, already paid and never received. The EU COS customer service reply me via email only with AI generated replies, avoiding my request. The German COS customer service doesn't reply at all. I'm disappointed. Be careful with online shopping on COS platforms.