COS Reviews 1,507

I placed an order, and just three days later the item went on sale. I contacted customer service twice per email to ask if they would honour the discount – but never heard back. About a week later, I tried calling, but the lines were constantly busy, and after waiting around five minutes, the call would just end on its own.
What a waste of time. I’ll definitely think twice before ordering from them again.

I ordered the products on 26.7.2025 and I still haven't received them. I thought they were ready-made Outlet products that would be delivered quickly and the warehouse would be in Finland, as the name suggests. However, it seems that they are made to order in China. This is the last time I will order anything from here.

I've ordered online from COS in London three times now, and each time has been a frustrating experience. My packages were delayed by nearly two weeks, I’ve received incorrect items, and on one occasion, the item was completely lost. COS’s response? Simply to blame the delivery company and refund only the delivery cost, no real accountability.

The products themselves are okay. I used to believe COS stood for good quality at a fair price, but after repeated letdowns, I no longer feel confident in that. It’s honestly shocking that a brand with such a strong retail presence across the UK can't offer a reliable delivery service.

To make matters worse, even though it’s stated in the policy, it’s incredibly inconvenient that you can't return online purchases in-store. Everything has to be done through the online process, which is beyond tedious and slow.

Overall, not at all what I expected from a brand that presents itself as premium.

I’m deep disappointment with an experience I had at your Westfield Shepherd’s Bush store.

I had a terrible experience at COS on Westfield Shepherd’s Bush store. It was supposed to be just a simple exchange for a product I had purchased there a few days earlier, and I was treated extremely poorly. The process dragged on forever—even though I had my receipt, the tag on the clothing, everything in order. They even called the manager. The manager demanded to see my physical card, and I even had to open my bank account right there for her—what? All this for a simple exchange. They treated me like I was committing a crime. My four‑year‑old daughter was with me and was frightened. I really do not recommend going to that place—you’ll come away feeling even worse.

I will not order from the COS website again. First time ordering. The item to took a week to arrive, which is ok but felt slow. I sent it straight back as the item did not suit me. I got an email confirmation saying they had refunded me on the 6th June, I did not receive the refund, I have emailed and called several times Told again today 26th June that it has been refunded after a ‘refund failure’ and I’ve still not received my money back. Feel like my only option now is to contact my credit card company to try and recoup the money - do better COS!

The website is the most frustrating thing ever!!! Doesn't put clothes in basket, fails to load on certain pages other than the home page; if store and online are separate divisions now, this is the joke!!

I have ordered from Cos twice and both times my order has not been delivered for 2 weeks at least. Only when I call up do they inform me the order has been lost. I will never order from them again. The only saving grace was the customer service woman was nice

OMG where do I start. Twice in the last year COS have failed to send my parcel, taken the money then had to issue a refund because it's got lost between packing and Evri (who they still call Hermes - what a joke, tells you everything). Avoid if you can. Frustrating as the clothes are great but the online experience is so immature you'd think they were a recent start up fashion business. I won't order again it's too exhausting. What a shame.

If shipping to Canada, do not order online!!!! It says free delivery but it has unexpected import charges. My purchase of a blouse and shorts(ard $250) arrived with a C$107 charges I had to pay to UPS. Very ridiculous. When I opened package, shorts was stained. Crushed.

I had a bad experience with Cos online delivery and wouldn’t use it again.

But I would like to say that the staff in the Brighton shop are always great. It is a pleasure to shop in there.

I would put zero if it would be possible. A few years ago COS was a cool / high quality / great fashion / upper high street option. Whoever decided to split online and in-store operations and not allow in-store returns (this was possible up until very recently) clearly did not think too much about customer experience and is simply destroying the brand. It does seem like some management consultant / optimisation exercise which completely disregards the reality of the market and competition today. Any online business will tell you the it can only be successful if returns are hassle free. This is the only way to keep loyalty and customer trust. I ordered a bag a month ago. Not to mention that dispatch and delivery are delayed without explanation - it arrived faulty with the handle falling off. Not great for building customer loyalty and the opposite what COS was always about. But this was only the beginning. I took it to the store and was advised that now online is separate. I was like ok, so instead of just accepting the bag right here I need to ship this gigantic box back and forth. This can't be right from any perspective. Three weeks later the delivery status of this has still not been updated beyond "we got your return" - so effectively COS is asking the customer to take on the working capital risk and cost of the faulty item, the time cost and all the hassle, when they already had to suffer receiving faulty item. It's a summer bag and a month of the summer is already gone. If this box gets lost it's all on me - and I had to pay again, way before I ever get my money back, to order a replacement item. The robotic customer service agent couldn't comprehend that when you sell expensive items that are faulty you need to make good and apologise to the customer. You do not just freeze their cash because "online is separate from online" and one month later having paid twice I still don't have the new bag. I have to say that if your management does try to shop in other comparable price point brands - you will be left embarrassed for what COS has become. Someone completely destroyed the brand and is running it like Primark and just running it into the ground. It's very sad. I called customer service again today - they are obviously "smart" and if you sound not happy they preemptively drop the line so that you don't have a chance to "participate in the customer services feedback"...this happened several times already (they had my order number so if dropping off even theoretically was not intentional, they had all the details to call me back). I tried to explain that it is not how good quality brands treat their customers - it's been a month, I have no idea when and if I will get my refund, and I still don't have a replacement item received - this can't be right. One thing I can tell you for sure - I am never trusting a $ of my money to this company. It has zero regards for the customer experience and works as some profit margin optimising machine which is the surest way to not have any profit margins. The online quality is clearly inconsistent and I am never trusting COS again to ship anything. It always takes days for anything to even get dispatched. Incredibly disappointed, and sad for COS - because what started like a great business has turned into a hated brand, which is not managed properly at all and destroyed all customer loyalty and trust. Interestingly, when I googled COS reviews earlier today the Chat GPT summary gave the exact feedback I am sharing here - people feel that generally it's great style but absolutely horrible customer service, unreliable and lengthy returns and refunds - I'm sorry that whoever is managing this company is so ignorant about how this just doesn't work. Just as an example - already twice, when I had any issues with shopping at ME&M, which is a direct competitor of COS in terms of style and quality vs price point - both times, I was given a new item directly in the store, my money was never taken again/ my time was never wasted - and this is why I will always trust them to order from them in the future. I am certainly never ever going through the total horror of trusting my money (and time!) to COS ever again!

don't order from online bcs impossible to return back

Shocking customer service - unable to provide goods when ordered circa 1 month ago and then cited technical issues as a reason for not being able to action a refund leading to us submitting a chargeback claim through credit card provider.

I ordered some shorts and shirt for a holiday, these weren’t delivered to my house by Evri, but dropped off at some random place.
Appreciate that it wasn’t Cos’s fault however it’s now been 3 days and no offer of replacement, or refund and I’m constantly chasing their so called Customer Service getting told I will get call backs, which is an empty promise. In the meantime I’m £120.00 out of pocket.

You don’t need to advertise much — Zara customers come for the clothes, because they’re better. But your delivery speed? It’s unreliable. Last-minute plans don’t work when your orders crawl in days late. I’m giving this feedback because your delivery service is far too slow and the market is too competitive right now to pay attention to companies who are slow. Even Shein from China gets here quicker than your stuff.

Terrible customer service, I will never order again from COS. I still haven’t get my money back and I have return the item more than a month ago.

Waiting for a delivery for nearly 2 weeks for my holiday, called twice and they give no information on when I will receive the order and seem to have no idea. Looks like most people have the same issue with Cos online. Waste of time and money.

Awful! I’ve never come across such poor customer service! It’s appalling! They are like parrots saying the same thing over again without listening to you at all.
I had a stock alert which was sent to me by text. I clicked on the link and ordered the item which I was so looking forward to receiving.
After 8 days of nothingness I emailed them to check on the status to what they said that the email address registered to the order didn’t match the one I was emailing from. I had an order confirmation sent to my ONLY email address so I don’t understand how this could have happened and what “other address” they had for me. After going back and forth and talking to various agents who sounded exactly the same I found out that it was a temporary Apple generated email address which obviously I had no access to and I believe it generated after me clicking on the link. They asked me to call their customer support if I had no access to that email which I did and it ended at nothing because the guy was as clueless as the email agents. He couldn’t resolve my problem! He did say that they DO have my correct email address registered on their system so the email agents should talk to me. I mention this to them but they still won’t talk to me because of this strange mismatch of the email addresses and now when I received the order it was the wrong item sent! I’m now stuck and have no way forward. I’m going to obviously return the item and feel genuinely disappointed. They have a pre defined script which they follow, there is no human element it’s like talking to robots who DO NOT listen or have any knowledge. Very disappointing and frustrating, did not expect this from a company like COS. They need serious improvement of their processes. After reading the other reviews I can see that they only have 1.5 stars which they don’t even deserve! Truly awful experience.

I used to love COS and shopped there monthly for over 10 years. But on May 31, 2025, at the Mall of Berlin store, I was followed and watched by a security guard for no reason. I was dressed head to toe in COS, as was my friend. It was subtle but deeply humiliating.
We felt targeted and disrespected – not as customers, but as people. I’ve never filed a complaint in my life, but this was too much.
What shocked me even more was COS Germany’s customer service: they first said they could forward my complaint, then changed their mind and told me to call the store myself. That’s not how you treat someone after such an experience.
There was no real apology. No one took responsibility. COS claims that in-store and online are “100% separate” – but this is about a serious incident, not an online return.
I even contacted customerservice@cosstores – but my message was rejected.
Apparently, there is no functioning complaint system at COS for in-store issues. That’s incredibly disappointing for a brand that claims to value inclusion and respect.