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Business Profile

Online Retailer

Cosy House Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 70 total complaints in the last 3 years.
  • 26 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:03/10/2025

    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 these sheets weeks ago. Theyve taken the money out of my account. I never received an email with the order or a tracking number. I have emailed the company and have yet to hear anything. I want my refund.!

    Business Response

    Date: 03/12/2025

    We are sorry to hear that you have not received your order. It appears that Amazon Courier Tracking showed the order as delivered to your front door/porch area on Sunday, February 16, 11:34 AM.

    As a means of satisfaction, I have processed a full refund, which may take 1-3 Business Days to clear through your bank.

    Thank you for considering Cosy House ************************************************************************** Manager

  • Initial Complaint

    Date:02/18/2025

    Type:Product 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 made a purchase on February 9, 2025. I purchased a sheet set and a pillow for a King sized bed. We received the purchase on February 12, 2025. However upon opening the sheet set, we were surprised to find that the flat sheet was entirely too small for our bed. I double checked the packaging which says that the flat sheet SHOULD be 105cm x 102cm and measured the ones we received and they were less than 80in on either side. Which means the flat sheet was likely one meant for a full sized bed. I've reached out via the contact website twice to no avail, and I've emailed once, also to no avail. This is getting ridiculous when I just need a replacement flat ********* can't get ANYONE to actually give me any customer support.

    Business Response

    Date: 02/21/2025

    It appears that we have had direct contact with the customer and created a replacement for the defective product. The Us ************** has confirmed via tracking that the replacement order has been delivered to the customer. We hope that the replacement set has arrived to you without any issues. Thank you for considering Cosy House ************************************************************************** Manager

  • Initial Complaint

    Date:02/17/2025

    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.
    Horrifying experience. I never recieved my order and was refused any help or refund. This is absolutely unacceptable and I would like a refund for items not recieved.

    Business Response

    Date: 02/19/2025

    We have had direct contact with the customer via email, and it appears the last correspondence was from April 12, 2024. We advised the customer to track the package and provided tracking details to the customer. The order number that was provided dates back to an order from April 3, 2024, which is over 10 months ago. With so much time elapsed, we are unable to provide a refund for the order, as refunds are processed in a period of 6 months within the date of order placement. Furthermore, the name on the order does not match the name on this claim for the recipient or the purchaser. As a means of protection, the customer was advised to file claims with the courier, The *****************, as the tracking for this order indicated that the order was delivered. There is no further actions that can be taken on this order, as it was processed nearly a full year ago. 

     

    *******

    Support Services Manager

  • Initial Complaint

    Date:01/21/2025

    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 set of sheets from Cozy house around Jan 2. I received an email stating that my order had shipped and would arrive around January 6. I began tracking my order. On January 4 my package was in ***** and tracking said my package was delayed. I have not heard anything since from my package despite emailing them four times with no response from them yet.

    Business Response

    Date: 01/25/2025

    I am sorry to hear that you have not received your order. I was able to track the order, and it appears that it was lost in ******, **. I have taken the initiative and processed a replacement order to ensure that it is delivered to you this time around. We are sorry for the inconvenience. You will receive an email from us containing the replacement order details for your records. Please don't hesitate to reach out to us and let us know if you experience further issues with your order, as the parcel should be shipped and delivered within 5-7 Business Days. Thank you for choosing Cosy House ************************************************************* Manager

  • Initial Complaint

    Date:01/16/2025

    Type:Product Issues
    Status:
    Resolved
    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 "luxury sheet set" on Dec 13, received Dec 24. Washed separately and on delicate before first use, following washing instructions. Before putting them on the bed I noticed a seam had completely fallen apart. All seams are weak and sheets are very low quality. Contacted company numerous times about issue. Was told 3 weeks later that they stand by their product. These sheets are a scam. Not luxury, primarily made of polyester, thin and low quality. I'd have to pay shipping to return these awful, useless sheets which I refuse to waste that money without a guaranteed refund or the fuel impact for something that needs to be trashed. I even provided photo proof to company. Also, it seems they are filtering or manipulating their reviews. 1 star reviews are consistent with my experience but my review is missing. 5 star reviews are oddly inaccurate and hyperbolic.

    Business Response

    Date: 01/27/2025

    I am sorry to hear that you wish to process a return. I was able to locate your order and have processed the full refund, today, January 27, 2025. Please allow 1-3 Business Days for the refund to clear through your bank. We ask that the sheets be donated locally to a homeless or animal shelter to be put to use, if at all usable. Thank you for considering Cosy House ************************************************ Manager

    Customer Answer

    Date: 01/27/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:01/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 have been trying since 12/20/24 to return 1 item and exchange 2 items. Cosy House has not responded with instructions to do so after many email requests on my part.11/20/24 - I placed an online order for sheets and a duvet cover from Cosy House.11/25/24 - Duvet delivered.11/29/24 - A duplicate order for the sheets was created.12/18/24 - Sheets I ordered were delivered.12/19/24 - Duplicate set of sheets delivered.12/20/24 - I sent an email inquiring about a duplicate sheet order.12/30/24 - No response from Cosy House so I sent an email request for return/exchange instructions.12/31/24 - No response from Cosy House so I sent a follow-up email request for return/exchange instructions.1/1/25 - No response from Cosy House, so I sent another email request for return/exchange instructions.1/2/25- Cosy House responded, asking if the items had been opened.1/2/25 - I responded to Cosy House saying all 3 items are untouched and in their original packages.1/6/25 - No response from Cosy House. I sent a follow-up email requesting for return/exchange instructions.1/7/25 - No response from Cosy House. I sent another follow-up email requesting for return/exchange instructions.1/9/25 - Still no response from Cosy House. I sent another follow-up email requesting for return/exchange instructions.1/9/25 - Cosy House responded stating my requests would be forwarded to the "concerned department", my request will be reviewed by "our *********** team" and that I will "receive an update from them via email within ***** hours".1/13/25 - 120 hours later, I still have not received a response from Cosy House. I sent an email to Cosy House stating I will now have to file complaints in order to achieve resolution.

    Business Response

    Date: 02/02/2025

    We are sorry to hear of the issues that have been experienced with processing your return and exchange. I was able to locate the details for all of your orders and it appears that an Exchange has already been created on January 29th for the two items you wanted to exchange and the refund processed for the Luxury Bed sheets in **********. The refund usually takes between 1-3 Business Days to clear through your bank. Please let us know if we can assist you further. Thank you for choosing Cosy House ************************************************************* Manager

    Customer Answer

    Date: 02/04/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *** *****

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair 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.
    We ordered a set of highly rated sheets from Cosy House Collections! I was searching for quality sheets without breaking the bank. My husband sent me the website and everywhere on there it talked about how great they were AND in the unlikely event we needed to return it was a zero hassle process. Well we received them on 12/28/24 and I did not like them. The material was very thin and not bamboo like at all. I immediately sent a request for a return. Waited until the next week to check in via live chat and they told me that they were experiencing a higher than. normal volume of customer service emails and that it could take up to 4 business days. Well it is now 1/10/25 and I still have not heard back from them. I inquired again through live chat on their website, only to be told the same thing and absolutely no help. So now I have these sheets and I cannot send back and do not like the quality to put on my bed. I am so livid right now and cannot seem to get any response back from anyone other than they need more time and I can't return them until they respond.

    Business Response

    Date: 01/13/2025

    Hi there, I am sorry ton hear that you have experienced issues with processing a return. This is not typical. I was able to locate your. order and it appears that you may have spoken with our Customer support Team as it appears the order has already received a full refund of $70.31. 

    Thank you for considering Cosy House ************************************************ Manager


  • Initial Complaint

    Date:01/09/2025

    Type:Product Issues
    Status:
    Resolved
    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 four pillows and four pillow cases back in October of 2024. Tried out the pillows and they were uncomfortable for myself and spouse. Emailed cosy house, tracking number, order number, they stated where to return, its allowed since less than 90 days and they do not cover shipping fees. Returned items in early December, shows delivered and signed for, and emailed cosy house 5 times, and they will not reply! Absolutely feels like Im being fraudulently charged and extremely unprofessional. This is the worst company *** dealt with for a return in years! Yet, they still spam me with marketing emails to buy more stuff! Its absolutely diabolical and shame on them for pushing how well their service and products are and cannot even provide communication to someone who gave an honest try to them. Extremely disappointed and to this day, have not heard back or received any of my money back.

    Business Response

    Date: 01/13/2025

    Hi there, we are sorry to hear that you were having issues processing the return of your order. I was able to locate the order and have processed a full refund of $208.88. Please allow 1-3 Business Days for the refund to clear through your bank. Thank you for considering Cosy House ************************************************* Manager

    Customer Answer

    Date: 01/13/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* ********

  • Initial Complaint

    Date:01/09/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 sheet set on 12/30/2024. On 12/31/2024 I received an email saying they were shipped but the tracking number is invalid. I waited thinking the carrier just didn't enter the details yet. As of 1/8/25 still nothing. I have emailed customer support three times asking for tracking or a refund. I have not received a single reply.

    Business Response

    Date: 01/13/2025

    Hi there, we are sorry to hear that you have not received your order. I was able to locate and review the order and it appears that it has been delayed or lost by the courier, Lasership. I have processed the full refund of $70.60. Please allow 1-3 Business Days for the refund to clear through your bank. Thank you for considering Cosy House ************************************************* Manager


    Customer Answer

    Date: 01/18/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as I have received a refund. I am NOT satisfied by their failure to respond to multiple emails while holding my money hostage. Being busy is not an excuse for a large company. 

    Sincerely,

    ***** *******

  • Initial Complaint

    Date:01/07/2025

    Type:Product 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.
    The story is that I received a charge to my credit card that I assumed was fraudulent. I contacted the credit card company, and they gave me a temporary credit. it was from cosy house Several days later, a package showed up from Cosy House that I did not order. I returned the package to Cosy House, and they reported to the credit card company that I ordered it and received it. Now, Cosy House says that even though they have the products in their possession, there is no way for them to credit it because I filed with the credit card company. The credit card company says they cant do anything because Cosy House says they shipped the product.Cosy House has not told the credit card company that the package was returned and say theres no way for them to return my money The bottom line is I am out the money

    Business Response

    Date: 01/27/2025

    We are sorry to hear of the issues experienced with your order. I was able to locate the order and it appears to have been refunded in full, yesterday, January 26th. Please allow 1-3 Business Days for the refund to clear through your bank. Thank you for considering Cosy House ************************************************ Manager

Cosy House Inc. is NOT a BBB Accredited Business.

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