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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:11/08/2023

    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.
    Order was placed Oct 4 order #***-0336741-303307 .I slept on these sheets 3 days and now they are all pilled which they said they wouldnt do.Cannot use seeking full refund

    Business Response

    Date: 11/13/2023

    We are sorry to hear that you have had quality issues with the sheet set that you received. I was able to locate your order via Amazon, and have processed a full refund of $59.95 for the sheets. There is no need to return them, please donate them to be put to use. Thank you for considering Cosy House *************************************** Services Manager

  • Initial Complaint

    Date:11/01/2023

    Type:Billing 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.
    Ordered 8-25-23 CHARGED DOUBLE THE advertised price.Sent hand towels instead of bath towels.Refused to provide a return label although they have a REGRET FREE policy.When I started to print all the e-mails, and tried to open their responses it took be to a blocked page and then their e-mails were deleted and no longer accessible.

    Business Response

    Date: 11/07/2023

    The customer filed a chargeback dispute with their bank. We have accepted the dispute with the customers bank, to refund back the $27.37, on November 3, 2023. There is no need for the customer to return the products. Thank you for considering Cosy House **************************************************** Services Manager

    Customer Answer

    Date: 11/08/2023

     
    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:09/19/2023

    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 placed an online order directly through the company website for luxury sheets in the amount of $59.32. My order number is CH2626071. Their website advertises Risk Free Purchase! We offer a simple, 100% Satisfaction Guarantee on our Luxury Bed Sheets. Love it, or your money back! I received the order, but am dissatisfied with the quality of the product. The sheets are thin and scratchy. I contacted their customer service on 9/18/2023 and was told I would need to pay for shipping back. This is contradictory to their advertised Risk Free Purchase. I am requesting a full refund of $59.32 and for a prepaid shipping label to send the item back.

    Business Response

    Date: 09/20/2023

    This order is covered under the Risk Free Purchase. We are sorry to hear that the sheets did not work for you. There is no need to return the sheets, we just ask that you donate them to a local shelter to be put to use. Please allow 1-3 Business Days for the refund to clear through your financial institution. The order has been refunded the full $59.32 as of September 20th. Thank you for considering Cosy House *************************************** Services Manager

  • Initial Complaint

    Date:09/18/2023

    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.
    date ordered aug 28th order number ch2606797 recd sept 8th. A birthday gift for daughter. They didnt seem the same as others I sent. She took old out to compare quality of material was much thinner & even straps were skinnier. Just not same quality . She loves the old ones.

    Business Response

    Date: 09/20/2023

    I was able to make contact with the customer via phone number on file. We have processed a full refund for this order as of September 20th for $64.15. The customer has been advised to allow 1-3 days for the refund to process through their financial institution.

    *******

    Support Services Manager

  • Initial Complaint

    Date:06/28/2023

    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 placed an online order directly through the company website for luxury sheets in the amount of $64.37. My order number is CH2509268. Their website advertises Risk Free Purchase!We offer a simple, 100% Satisfaction Guarantee on our Luxury Bed Sheets. Love it, or your money back!I received the order, but am dissatisfied with the quality of the product. The sheets are thin and scratchy. I contacted their customer service on 6/27/2023 and was told I would need to pay for shipping back. This is contradictory to their advertised Risk Free Purchase. I am requesting a full refund of $64.37 and for a prepaid shipping label to send the item back.

    Business Response

    Date: 07/06/2023

    We are sorry to hear that you did not like the sheets. I was able to locate and review your order, and have processed a full refund of $64.37 on July 6, 2023. There is no need to return the item, instead please donate the item to a local shelter for use. Please allow 1-3 Business Days for the refund to process through your financial institution. 

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

  • Initial Complaint

    Date:06/16/2023

    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 2 king size sheets and it was supposed to be delivered 5 to 7 days. Tomorrow will be 7 days and it still says no information found with ****** Every time I go on it wants me to go and install a shop app. I feel like this is very scamish and I am requesting a full refund. $129.50.

    Business Response

    Date: 06/26/2023

    According to the US ************** Tracking: 9261290318437201077082, the order was delivered entirely to the front door/porch in *******, ** on June 16, 2023. This order appears to have been shipped and delivered within the specified 5-7 Business Day interval, for standard shipping. Please let us know if you have trouble locating your order, or if it has not been received. Thank you for choosing Cosy House **************************************************** Services Manager

  • Initial Complaint

    Date:06/07/2023

    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.
    On 5/31/23 I ordered a luxury bamboo pillow from Cosy House, order # CH2491953 for the total cost of $58.80. Order was received on 6/3/23. On the order page for this pillow it clearly states:Risk-Free Purchase! We offer a simple 100% Satisfaction Guarantee on our Luxury Bamboo Pillows. Love it, or your money back! Well, I dont love it and when I contacted the company about returning it I was advised that I must pay for the return shipping! How is this risk free? I would like them to provide me with a shipping label to return this pillow and a full refund as stated!

    Business Response

    Date: 06/15/2023

    We are sorry to hear that the customer did not like the pillow. The customer's order was refunded $58.80, as a full refund for the pillow on June 7th. There is no need to return the pillow, as it has been refunded. Please donate the pillow to a local shelter for use. Thank you for considering Cosy House ********************************************* Services Manager

    Customer Answer

    Date: 06/15/2023

     
    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:05/17/2023

    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.
    ordered on April 29 requested refund on May 4 with shipping label provided package was damaged in process and comforter was also delayed on getting me a shipping label and refund 13 emails back and forth with no return label to ship or refund sent evidence of photos - numerous angles

    Business Response

    Date: 05/24/2023

    Order #Gcosyhouse4867 was refunded in the full amount of $63.97 on May 20, 2023, for the Luxury Down Alternative Comforter in white, K/CK size. We received correspondence from the customer that the package was damaged upon delivery. This should conclude the case for the customer, as it may take 1-3 Business days for the refund to process with their bank. We are sorry for the experience. 

     

    *******

    Support Services Manager

  • Initial Complaint

    Date:05/10/2023

    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 due to a ****** add. Signed in to purchase sheets. Ordered the sheets. Turned down 3 follow up requests to order more. Company drafted my account. Received no more info from order. Returned to email to try and track order. Forced me to sign up for another service. SHOP. This company and Shop are linked together. Appears to be a phishing scam. After I attempted to file a complaint with Cozy I suddenly get a notification that my sheets had been delivered. No sheets. No delivery service on my cameras. No human to speak with. I want all evidence of this company wiped from form memory. I want SHOP and Cozy wiped from my emails and texts. People steer clear of Cozy House and do not ever sign up for SHOP.

    Business Response

    Date: 05/22/2023

    We are sorry to hear that you have not received your order. This is not typical, as tracking with the **** shows that your order was delivered on May 8, 2023, according to tracking: 9261290318437200648993
    . Since the customer has made the claim that they have not received the order, we have processed a full refund for $71.45, today, May 22, 2023. This should conclude the case for the customer. Please allow 1-3 Business Days for your financial institute to process the refund. Thank you for considering Cosy House *********************************************** Manager

  • Initial Complaint

    Date:04/14/2023

    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.
    order # ******. shipment id *********. 04/03/2023. Emailed to try to send sheets back says no hassle returns for these but I must pay return shipping for super poor quality made sheets. I took out of package and they are cheap junk. why do I have to pay like at least $30.00 for return shipping when these are junk and not as described online. I would like to receive a return label to return these and receive a full refund. cozy house sheets are cheap and very poor quality for the monies. I will stick with other online companies.

    Business Response

    Date: 04/21/2023

    We are sorry to hear that you have had a bad experience with the quality of your new sheets. I have taken the initiative to process a full refund of $84.32, today, April 21, 2023. There is no need to return the sheets, please donate them to a local animal shelter, so that they may be put to use. Thank you for considering Cosy House **************************************************** Services Manager

    Customer Answer

    Date: 05/17/2023

    This verbal response was taken by BBB.

    The business had me return the sheets and I was charged $14 by **** to send them back.

    Business Response

    Date: 05/24/2023

    In our last correspondence, we asked the customer to donate the items to a local shelter for use, as the order had been refunded. 

    Customer Answer

    Date: 05/24/2023

     
    Complaint: 19935039

    I am rejecting this response because: I ALREADY SENT THE ***** BACK PER THERUDE COZY HOUSE CUSTOMER SERVICE.  SO I CAN NOT DONATE *****.   I PAID FOR SHIPPING BACK TO COZY HOUSE IN THE AMOUNT OF $14.90 **** THAT IS WHY I RECEIVED A REFUND, OTHERWISE SHE SAID THAT THERE IS NO REFUND. 

    COZY HOUSE SHOULD CREDIT MY CARD THE SHIPPING COSTS I INCURRED TO SEND THE ***** BACK TO RECEIVE MY REFUND.   


    Sincerely,

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

Cosy House Inc. is NOT a BBB Accredited Business.

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