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Business Profile

Online Retailer

The Cozy Crew

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 14 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 never received the two pairs of leggings I ordered from this COZY CREW . The amount of the order was approximately $100. I have contacted customer service multiple times and was just told that shipping was delayed. I was not given any specific information about when I could expect the order. *******************************************************************************************************

  • Initial Complaint

    Date:03/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a Fleece Jumpsuit from ***************************** on February 4th, for an event I had mid-February. When I ordered, the shipment timeline was 7-10 days - I received an email on February 6th claiming my shipment had been sent.10 days later, I never received it and reached out to their support team *************************************** to check on the status. They replied and claimed it was on the way within 8-16 business days due to high demand.Since then, I've sent 6 emails to the support team asking them to cancel my order, refund my order, give me an update on the shipment - anything. While they've replied, they kept stating that I needed to wait more time and my order was on the *********, I followed up with them and realized the website was completely shut down. My original tracking link was removed from the internet, along with any trace of them online. Aside from this being horrible business practice, it's also fraudulent - I imagine there were thousands of orders like mine that were never refunded, and never delivered. This should be looked into further!

  • Initial Complaint

    Date:01/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 ordered leggings back in December. The shipping policy states its about 6-14 days to receive the product. However, my tracking info never updated and its been over a month with still no product. This company is a scam and its sad to see that its still operating. I am doing everything I can to get my money back and I will one way or another.

  • Initial Complaint

    Date:01/21/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered from ********* on 12/25/24. As of 1/22/25 I have not received my order and there is no way to get refunded or talk to a manager. The customer service person keeps telling me I have to just wait for the package to arrive and there is no deadline or details on this. Basically leaving me just out of money. They look like they are endorsed my all these magazines etc but essentially a scam. DO NOT BUY FROM THEM.

  • Initial Complaint

    Date:12/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 placed an order for a product and paid $117 on November 12th and cant track the shipment with the tracking info Im given and have yet to receive the order.

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 waited over a month for my product for 2 leggings reached out to the company multiple times within that month to ask when it would arrive or where it was to which I was given an automated response every time. Of I did get a response it was a continuous circle of bs. I never received any items they did they needed proof of not receiving the items and I neededto reach out to my neighbors and local post office. Unfortunately I am not going to go searching for a product that is expected to be delivered to my mailbox or door I have cameras all around my house to which no package was delivered at the time/day it was said to be. This company is a fraud I have contacted my bank to which they finally gave me a full refund do not buy from this company.

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered 2 pairs of tights from ********* on November 26. The products were delivered in a timely manner, but did not fit. I tried to initiate an exchange or return and was met with a lot of pushback from Customer Support of the company. They said I should have read the sizing better, and they would offer me a 30% refund. I replied back that I did read the sizing chart and I ordered the correct size, but they still did not fit me well. Customer service finally agreed for me to return them and said they would give me a refund once the product was returned. I have proof that the product was returned and signed for, but it has been a month and I have still not received the promised refund.

  • Initial Complaint

    Date:06/05/2023

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a pair of xsmall leggings from this vendor. After waiting over two weeks for my purchase, I saw they sent me the wrong size (medium). I contacted the seller. I was told a new pair would be sent out and it never was. I didn't receive a refund for their mistake either. I am unable to speak to anyone directly. Very poor customer service.

    Business Response

    Date: 06/10/2023

    Hi, 

    Thank you for reaching out. 

    We have already sent a replacement to the customer and provided them with the tracking information. Here is the tracking information: YT2315721236047196, *************************************************************. Nevertheless, we will contact the customer once more to offer our apologies.

    Feel free to reach out if you need any further assistance.

    Best Regards

    ****

    The Cozy Crew. 

  • Initial Complaint

    Date:03/01/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered leggings off of the Cozy Crew website. Based my purchase on size chart on their website. Took roughly 1 month+ to receive my order as the leggings were sent from *****. Once received the leggings that were sent look to be child sized and not anything like the size they were stated to be based off their size chart. Correspondence with customer service has been terrible and at first only offered to refund 30% of my order and I could keep the extremely small leggings. I told them that was not okay and wanted to return my leggings for a full refund. They agreed to refund me in full and sent me an address to their "warehouse" at **********************************************************************. I was responsible to pay the postage to ship the leggings back to ********* and eventually received my package back in the mail roughly a week after sending them to *********. Package was refused by the recipient at ******************. I did some research and found that there is a separate clothing donation store, called ********** at the **************************************************************** address; not the Cozy Crew "warehouse" as described by the Cozy Crew customer service. This is a fraudulent ******* company that is scamming people. I am requesting a full refund of my order for goods not as promised.

  • Initial Complaint

    Date:01/25/2023

    Type:Product Issues
    Status:
    Unanswered
    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've been corresponding with customer support for almost a month now to return my items for a refund, but a solution has not been met. They offered my a partial refund on 3 occasions but I don't want a partial refund I want to return my items. I've been patient and reasonable and now its just starting to get frustrating. When I placed the orders in December I wanted to cancel them, so I email support and they told me that I could but they shipped my orders anyway instead of helping me with cancelling them. Now, it has been more than difficult to get my items returned. On their website it says, "Should you still wish to return the product, our email support will work with you to find a suitable solution"My items are unused and unopened. Theyre still in the box that they were shipped in.

The Cozy Crew is NOT a BBB Accredited Business.

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