Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unprofessional Conduct and Non-Payment A Warning to Other Contractors As the owner of a licensed appliance and HVAC repair company, I feel obligated to share our extremely unprofessional experience with Cosmo Appliances.Cosmo contacted us to complete a manufacturer warranty repair for a refrigerator in *********, **. Their manager personally approved our service estimate in writing and confirmed payment terms of 7 days after the work was completed. We fulfilled our part professionally and promptly just as agreed.However, after the repair was completed, we began receiving multiple phone calls from their team requesting a price reduction despite the job being finished and the original estimate already approved. No reason was given for this request, and when we refused to change the terms of the agreement after-the-fact, they stopped responding altogether.We issued several reminders and ultimately had to send an official final notice demanding payment. When they continued to ignore us, we had no choice but to escalate the matter to a third-party collection agency to recover the payment. The unpaid balance is still pending.This is not the first time weve encountered payment issues with Cosmo. It appears to be a pattern making verbal or written agreements, then avoiding payment through delays, negotiation tactics, and radio ********** any other contractors or service providers: be extremely cautious when working with Cosmo Appliances. Get everything in writing and do not proceed with any work unless payment is secured in advance. They do not honor their commitments, and their behavior reflects a serious lack of professionalism and integrity.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my cosmo oven glass exploded while broiling salmon.

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When remodeling our kitchen last summer, we decided on Cosmo appliances - MISTAKE. I spent more than $1,300 for a microwave that Cosmo continues to sell despite a KNOWN defect in which many of these microwaves begin to spark in a pretty severe manner months after installation. A look through the reviews demonstrates numerous people have experienced this very same issue with the microwave. I filed a warranty claim that was "accepted," but now Cosmo is requesting that I pay TWO HUNDRED DOLLARS to ship a replacement microwave. We gave Cosmo our business, entrusted them with these large purchases, and now Cosmo wants a staggering sum on money to ship a replacement microwave... Unreal. I'm rather confident it does not cost Cosmo $200 to ship the microwave. After expressing my frustration with the ungodly shipping costs, Cosmo offered to send a replacement "part" that I would have to have installed on my own dime... again, laughable after spending $1,300 on a microwave less than 8 months ago that is very clearly defective. Unfortunately, we won't be purchasing Cosmo appliances again.

  Business Response

  Date: 02/17/2025

  Hello,

  I am very sorry to hear you have had issues with your microwave. I can assure you, Cosmo wants to resolve your issue as quickly as possible. Please note our warranty does not cover the shipping costs associated with a microwave repair or replacement. The actual cost to ship a microwave to a facility can fluctuate depending on location. When a microwave is repaired, we ship the unit back "freight" to ensure no damage during shipping. This cost is anywhere between $300-$500 depending on distance. I can see we are already giving you the courtesy as our customer of covering the large majority of your shipping. Furthermore, we have an extremely small defect rate on units, and the issue you are reporting is rare and cannot be attested to anything in the manufacturing process. We will continue to offer our support to resolve this issue, but have seen we are already covering the large majority of the cost associated with your warranty, strictly as a courtesy.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new Cosmo gas oven on April 12, 2024 for $1,842.80.When the unit arrived it was not working. It was installed by a licensed master plumber. I tried to return the product and was told I could not, and that I had to go through the repair process with Cosmo. I believe it is a manufacturing defect with this unit. It took until September for the 3 replacement parts to arrive (igniter, computer board, and sensor). They were installed in Sept by a service tech who said that these units are defective and have a manufacturing defect. The parts were replaced and the oven worked until November. In November, the oven stopped working again. I called customer service and again requested a refund, or a new (different) unit. Cosmo refused to do either. They also initially refused to provide the parts. I am now being told it will he $300+ to repair again, The repair company said this unit is defective and they dont recommend replacing the same defective parts. They said the only fix is to return the unit. I am requesting a full refund for the defective unit, it is still under the 1 year warranty and was not operable when delivered. I do not want to continue to attempt to repair a unit that is faulty and has a warranty expiring in a few months. I want Cosmo to refund my money and haul away the no working oven.

  Business Response

  Date: 02/13/2025

  Hello,

  Thank you for bringing this issue to our attention. I can understand how frustrating this situation may be. Firstly, I'd like to start off by saying, that our warranty covers ALL parts and service to repair defects free of charge. If your unit is still within the manufacturer warranty, you will not be required to pay anything. Furthermore, our warranty does not cover replacements or refunds. This can be done through the retailer, if the retailer does agree to process a return, but this has nothing to do with the Manufacturer as we did not sell you the product directly, therefor, we are unable to refund. Lastly, we are still here to assist you in the repair of your unit. Please continue to coordinate with the manufacturer to resolve your issue. We will always operate within our warranty to find a resolution suitable for our customers. Thank you.

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a new home and the Cosmo oven was new. Less thank a year later the oven is not working and the ignitier burner. Upon review of the metal or steel it appears it may not meet regulatory requirements and as a result is failing to meet the temp req in the oven i.e. levels. The metal does appear to be heated treated or of the proper grade.

  Business Response

  Date: 01/24/2025

   

  Hello,

  I am sorry to hear you are having an issue with your range. I have checked correspondence and cannot find any emails/calls from you to resolve this issue. Please contact us directly to go over your warranty terms and resolve your issue. We are eager to assist in servicing the unit if there is a defect while you are in warranty. If your warranty has expired, but the issue was reported during your warranty, we can still assist you. Furthermore, if your unit is out of warranty, we can still assist in providing parts at cost, locating service centers in your area and also provide in depth troubleshooting to assist in the repair. We look forward in assisting you and resolving your issue.

   

  Customer Answer

  Date: 01/24/2025

  Theres no number for contact or email. I need to be able to reach out directly. 

  Business Response

  Date: 02/13/2025

  Hello,

  Please email: ************************************************************* directly, or you can call us at: ************** Thank you.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The range was purchased in 2020 for around $2000. I have had several problems such as switch k**** and burners not working correctly. The current situation is the oven thermocouple (a $30) part. The wire is loose (I don't know why as this is not a part that is touched). This part *********** (which seemed to be a Magic Chef Part) is currently out of production. They are telling me "I'm sorry, and this must be disappointing". I'm expected to throw away a $2000 range over a $30 part?

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a Cosmo cabinet microwave for about $1500 from Lowes, less then a year after I purchased it the door wouldnt open and it started sparkling fire. Cosmo sent be another one after I had to pay $150 to send the damage one back. Less then 3 months after receiving the replacement it started sparking fire and burn through that microwave, I contacted Cosmo and sent me another one and it was damaged during shipping, the door and sides were all smashed in they sent replacement parts twice and the parts were still damaged I. Shipping. The third door was a different for then what they sent, the fourth door was an after market door and it didnt work. They had a local contractor to come out and replace the door and asked me to pay $245 dollars upfront to their contractor and they would reimburse me with 7 days, well its been over a month and I still havent received my money, I explain to them that I was a kidney transplant recipient on disability and I didnt have the money but they assured me that they would urgently reimburse me. This has been going on for almost six months. I have been so stressed and the more I tell them that I am a kidney transplant patient and shouldnt stress the more the continue to lie to me. Their final request was for them to give me $125 dollars and I keep the damage microwave and I didnt accept it so theyre pretty much dismissing me. They wont send me back my money that I paid their contractor and they said their not sending me another microwave, I want to sue them but with my finances, I dont know if I can afford to start the process. This has me so mentally stressed out, I really need your help.

  Business Response

  Date: 11/22/2024

  Hello,

  We are definitely sorry for the inconveniences this has caused you. Please keep in mind, we have and will always continue to assist you during the process of fixing/replacing units if the unit has defects caused by our manufacturing. As you know, we have replaced your unit several times, wanting to make sure you are happy. What we communicated with you is that the door we shipped, firstly, was not "after market". It is an OEM door we manufacture. Secondly, the door was brand new and inspected personally before shipping, which means the cause of the scratch that you reported to us, was not caused by us. Still we offered to compensate you for this. Lastly, we want to take care of you as we've said. We are reimbursing you for your payment to the technician we hired, in full, and we are also going to contact you to work on a full refund of the price you paid for the unit, ($1,049) + whatever taxes where paid. This refund will be processed directly through the retailer. They will require the unit (and the door we sent out recently) be returned to them in order to process the full refund. We look forward in resolving this issue with you quickly, and appreciate your patience through this process. Thank you.

  Customer Answer

  Date: 11/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ********
  
   
  

• Initial Complaint

  Date:10/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cosmo range in 2020 with in the first 4 months of owning the range the thermostat k*** for the oven cracked off. It was replaced under warranty. In August of this year the igniter in my oven went out and was repaired at the cost of $500. Last night October ******* the same thermostat k*** broke off AGAIN and I was given the price of $725 to fix it. At this price, I am about 1/2 way to paying the original price in repairs of the entire range. Cosmo's customer service is not willing to help besides offering menial discounts on the part and to provide different services providers. They know that these k**** cracking off is a problem and they don't stand behind their products. I have owned many other gas ranges over the years and not once have I had a thermostat k*** come off or a unit that needed repair 3 times in 4 years. A 1 year warranty tells me that they know these products are poorly manufactured and they don't want the liability. If that is the case do not market yourself as a luxury brand! It is not a luxury brand it is complete garbage. I would expect that at the minimum the part would be sent to me free of charge sense it is the second time that I am having to replace it.

  Business Response

  Date: 10/28/2024

  Hello,

  We are very sorry to hear that you are having troubles with your unit. There are no known issues with this thermostat, or the unit having recurring issues. Furthermore, a 1 year manufacturer warranty is standard for Appliances. We have offered you parts at no cost as a courtesy, ($100-200), and have offered technical support and assistance finding service centers. We are not able to service your unit out of warranty. What we could do is find you a technician at a much more reasonable price as $750 is absurd for a repair of this minor magnitude. Please contact us directly so we can assist you in finding a more resonably priced service. Thank you!

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Cosmo drawer microwave and installed it April 2024. In September it stopped working. We contacted Cosmo immediately to find about repairs. No service available in our area so we found out we will have to ship it back to Cosmo for repairs. We have made approximately 20 calls over the past 6 weeks and still are nowhere. Weve even paid ****** to them for shipping and a box to be sent to us. That has now been 17 days and its not shipped yet. I feel if they ever get the microwave it will be months before they will repair it and send it back if we ever see it again. I have emails and notes from all these correspondences.

  Business Response

  Date: 10/16/2024

  Hello *****,

  Thank you for bringing this complaint to our attention. I definitely can understand how inconvenient a defective unit can be. Please understand, as we advised you in email correspondence, Cosmo has moved our headquarters recently, which caused delays in processing warranty shipments. Rest assured, your box has been shipped and is in route to your location. We look forward in servicing your unit and returning the repaired unit back to you expeditiously.

  Thank you.

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heres my story: June 29 2023: We ORDERED the COSMO Microwave from ********** July 24, 2023: We PICKED UP the Microwave at ********** September 2023: We INSTALLED the microwave August 15 2024: My husband used the Microwave and it sent sparks throughout the inside of the microwave. THANKFULLY he was near it to stop it before it caught fire. I called Cosmo and they told me that im out of warranty and that i would have to pay to ship this microwave and pay to get it fixed. We are not sure exactly what the issue is but it appears that the wheel mechanism is showing exposed metal. We figured this would be covered as it appears to be a faulty mechanism in your microwave, nothing that myself, the consumer had control over. We do not use this microwave often enough for something like this to happen within 11 months of install. Cosmo response: Find a technician to fix it to which after calling 15 appliances centers, none of them will fix it Or Cosmo wants me to ship it to California for $350 and then pay for the repair then ship it back.

  Business Response

  Date: 10/03/2024

  Hello,

  Thank you for submitting this complaint. Cosmo takes all complaints very seriously. I have reviewed your claim and can see that the unit is no longer covered under warranty. Our warranty covers the unit 1 year from the date of purchase. Once the manufacturer warranty has expired, we are only able to assist in tech support, providing parts at cost as well as recommending service centers in your area. I definitely understand your frustration, and we are here to help. Unfortunately, like any warranty, once it expires, the unit is no longer covered for parts and labor. We can still assist you in tech support, parts at cost and referring you to service centers, but unfortunately, the unit is no longer covered.