ComplaintsforCosy House Inc.
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Complaint Details
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Initial Complaint
09/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased sheet that were advertised as Specially crafted cooling material. I received the sheets, washed them and put them on my bed. After laying in bed for about 30 minutes, the sheets provided no cool affect. They became hot like any other cotton bedsheets. I saw that their website advertised zero hassle returns risk free purchase 100% guarantee. I contacted them per their return process and was told that Cosy House Collection does not cover for the Return Shipping Fees. How is this zero hassle returns and risk free purchase when you have to pay out of pocket to return an item you purchased?Business response
09/13/2024
We are sorry to hear that you have had issues with returning the item ordered. I was able to locate your order and have processed a full refund for the order, today, September 13, 2024 as it is under a satisfaction guarantee. Please allow 1-3 Business days for the refund to process through your bank. There is no need to return the sheets, we simply ask that you donate them to be put to use. Thank you for considering Cosy House ************************************************************* Manager
Customer response
09/13/2024
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,
Tarwy SomInitial Complaint
08/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 2 items from their shop, and after a week the items have not shipped. I emailed this brand and asked that they cancel my order as it has not shipped yet. They told me they cant, and I need to wait for the item to arrive to return it. Clearly according to this website it will never arrive. I want them to refund my purchase. Order number is CH2980896.Business response
08/14/2024
I was able to locate details for this order. It appears that the order shipped with *** Tracking: 1ZG2A6780303795894, on August 2, 2024. The order was shipped on a Standard shipment with a shipping interval of 5-7 Business Days. This order appears to have been delayed in shipment with ***, however, the tracking details indicate that the order was delivered to a locker on August, 13, 2024. Please be sure to check for the parcel in your mail area, or where packages are left on your property. The *** Tracking can be located using this link: ************************************************************************************************* . Please let us know if you have not received your package.
Thank you for considering Cosy House ************************************************************* Manager
Initial Complaint
07/19/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered from Cozy House a couple weeks ago. Item was shipped and tracking number is invalid and have yet to hear back from the company about it ??Business response
07/23/2024
I have located an order for the customer, containing a single Standard/Queen size, Luxury Pillow. It appears that the order was. created on July 11, 2024, and began its shipment process the next day, with the US *************** I have located the tracking details for this order, and it appears to have been delivered by the **** on July 22, 2024, to a parcel locker on the customer's property. I have attached the direct link to the US ************** website, containing the customer's tracking detail, showing the delivery of the order.
**************************************************************************************
Thank you for choosing Cosy House ******************************************************** Services Manager
Customer response
07/23/2024
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
02/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My husband ordered a TWO PACK of King size pillows for us from this companies website. The pillows were to arrive by 2/26/24. On 2/26/24 we received ONE King size pillow in the mail. We immediately contacted the company via email, no response after 72 hours. However, we were able to chat with someone online regarding the pillows and they claimed they were coming in two separate order, from two separate parts of the world?? But would be here by the date listed... Long story short, it's 2/29/28 and the second pillow isn't here. I would like it delivered ASAP or just a refund, because it appears my other pillow isn't truly coming. I believe a mistake happened. They sent a single pack instead of a two pack. They could easily fix this. Either way, we paid for TWO pillows (was supposed to be a 2 pack - meaning two in one pack I would have thought) and we only received one pillow. PLEASE FIX THIS ISSUE ASAP! I would not recommend this company. I have attached proof of everything I've said.Business response
03/06/2024
We are sorry to hear that you have only received one of your two Luxury Pillows, that were ordered. I was able to locate some order details and I have created a replacement of the missing pillow, as it seems this may have been a warehouse error. Please allow 2-3 Business Days for the replacement to arrive, as an Expedited shipping has been added to the replacement, at no cost to you. Thank you for considering Cosy House **************************************************** Services Manager
Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Company refuses to refund me after saying multiple times they would. They denied the return made it to the warehouse until I provided proof it arrived. They kept coming up with excuses and have not refunded me from Oct 2023. The last communication was 3 weeks ago when they told me they would refund me via PayPal (???) on Feb 22, and I still have not been refunded. They've pulled my leg 4 months now and all I want is a refund that is owed for the return products.Business response
02/29/2024
We have spoken directly with this customer and have processed a full refund of $252.70, which was refunded directly to the customers PayPal account that was provided, on February 22, 2024. There are no further actions to take on this case, as we have confirmation from PayPal that the refund was received. We are sorry to hear of the issues experienced by the customer, but we wanted to be sure that she was refunded for her return, although her order had been disputed with her bank, which is why we were unable to refund the customer through their original method of payment.
Thank you for considering Cosy House ***************************************** Services ManagerCustomer response
02/29/2024
Better Business Bureau:
Thank you for communicating with this business on my behalf. As you can see from the attachment, they did not refund me on the 22nd like they stated. They refunded me the day after I put in my BBB complaint (thank goodness for BBB!!!!!!) 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
01/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
1/14/24. Order #CH2797350 ************************* ****************************************************************************** ?************ I ordered these sheets because of the good reviews and because of their guarantee. 100% they say. So imagine my disappointment receiving subpar extremely thin scratchy sheets. When they call them luxury sheets and all I see is 5 star reviews until I look around a bit. I feel deceived and frustrated. It will cost me around $20 to return them. That is not 100% guarantee. Paying for return shipping is not spelled out on the guarantee- I attached a picture. Had I paid full price for these ...I can't imagine. But it alludes you to believe a set of sheets priced at over $160. will be a quality item. And this is not the case. I would like a refund and a paid return label to cover the 100% guarantee.Business response
01/24/2024
We are sorry to hear that you have received subpar product. It is not expected for a customer to return subpar product for a refund. I was able to locate your order and have processed a refund, today, January 24, ****. Please allow 1-3 Business days for the refund to clear through your bank and please donate the items, if they are at all usable.
Thank you for considering Cosy House *************************************** Services Manager
Initial Complaint
12/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
ORDER #********* The pillow I purchased is very hard and hurts my neck. Pillow isnt as described.Business response
01/07/2024
We have had direct contact with the customer to process the full refund of the pillows. The order was refunded on January 4, **** for the full amount of $58.80. Please allow 1-3 Business Days for the refund to process through the customers bank. Thank you for considering Cosy House *************************************** Services Manager
Customer response
01/08/2024
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
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
11/25/23 - Placed order (ORDER #*********) for ******************** ******** **** 1 & Luxury Bed Sheets - Queen **** 1. I returned the order within the return policy window via **** On 12/05/23, I was notified by *** that the weight was inaccurate & on 12/08/23, I was charged accordingly. The return was received on 12/11/12. When I emailed the company asking where my refund was, twice I was told that the weight was inaccurate on the tracking. When I told them, twice, that that shouldn't affect my getting a refund & that I was billed accordingly, I told them that their refund policy states "All Refunds are processed within ***** hours of receipt of the package." I have been ignored since then. 12/26/23 I submitted a dispute for this charge with my credit card company for $62.46.Business response
01/07/2024
We have spoken directly with this customer, as the order was returned on December 26, 2023, and the refund of $62.46 was processed. Refunds typically take 1-3 Business days to clear through the customers bank.
Thank you for considering Cosy House *************************************** Services Manager
Customer response
01/08/2024
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
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On December 5th, 2023 I ordered a mattress encasement from this company. The one hour later, prior to shipment, I emailed the company requesting a cancellation of my order. I received no reply and the item was shipped two days later. I then contacted the company asking how to return the item for a refund. I followed the company's directions and returned the item (at my own cost) but have yet to receive a refund, 5 days after the item was delivered to the company. I would like a full refund for the item that I returned unopened to the company. ORDER #CH2750337Business response
01/07/2024
I am sorry to hear that you have not yet received your refund. I was able to locate your order details and it appears that the item was received as a return and refunded in full for $75.45 on December 26, 2023. Refunds typically take 1-3 Business days to clear through your bank.
Thank you for considering Cosy House *************************************** Services Manager
Initial Complaint
12/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Order #CH2722280 I bought king ****** pillows 2 pack, king ****** pillow cases, queen ****** bed sheets set and warranty. I PAID $144.05 !!!!!!!!! They are expensive anyway Bed sheet s pilled after 3 or 4 days. I was not happy.A king ********* I opened one pillow. I let it out for overnight. I slept it on side sleeper for about 30 mins. I can not sleep well because I smelled like GAS/Chemical. Ugh. They bother me. That gas can kill you. Not Safe! I was not happy also I don't like memory foam.Anyways I read about 100% Satisfaction Guarantee. I went to chat live. I told them about pillow was bad. They told me they don't give me a return label! WHAT! They gave me a link about return policy. I went to read about policy. WHAT! They wont give a return label. They want me to pay shipping. I got angry. I told the lady in chat live. WHAT A RIP OFF ! So I was not finished to chat with her about bed sheets - the pilled. A lady closed chat off! I was angry.Business response
01/07/2024
We have reached out directly and spoken with the customer to resolve the issue. The customer has been refunded in full for $144.05 on December 26th, ****. There is no need to return the items as they are under a satisfaction guarantee..
Thank you for considering Cosy House ************************************** Services Manager
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Contact Information
Customer Complaints Summary
57 total complaints in the last 3 years.
22 complaints closed in the last 12 months.