ComplaintsforCozy Earth Holdings, Inc.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was trying to purchase a pair of pants that were $67. When I tried to check out, the price shot up to $77. I spoke with Avery with the company via text message and she confirmed the right price was indeed $67. She then said she was going to talk to someone told me to hold on, and then ghosted me completely. The next day, I saw on the app it was advertising $100 off a $200 purchase. I put some things in my cart, only to watch those pants go from $77 now to $172.50!!!! It is absolutely deceptive pricing and advertising tactics. It’s not ok and needs to stop.

  

  Business response

  09/11/2024

  Hi there,

  We apologize for the inconvenience of going back and forth with pricing issues. We understand this can be very frustrating. It appears that the waffle pant that you were trying to purchase was a final sale item, which does not stack with any additional discounts or promotions. It is likely that a code or the $100 off your order when using the app, was causing the issues that you were running in to. Please reach out to our support team to place an order over the phone, and we will be happy to match the lowest price that you were shown at checkout. Thanks!

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a set of pajamas that never got delivered and bought the shipping protection plan. This was supposed to be a gift and need this ASAP so I called in and the company was able to reship the item thankfully. The item then arrives damaged which was so upsetting and at that point I just wanted to return them. Apparently, I could not return the pajamas at that point and now stuck with a damaged set of pj's I cannot gift or use. **************** is absolutely horrible with this company.

  

  Business response

  06/14/2024

  Hey *******, 

  Thank you for the feedback and reaching out about this. 

  Please respond to the email that was sent out to you, I would love to help you get taken care of. 

  Thank you, 

  *****

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 21, 2024 my order of California ****************** ##*******) was delivered. After the first wash according to the instructions, threads were coming loose on the top and bottom sheets. The Cozy Earth company says they have a 10 year warranty on their products and so I filed a claim with pictures. They denied my claim and told me to just trim the loose threads. I responded that I have bought much cheaper sheets that didn't have loose threads after the first wash and this is a workmanship issue that should be covered under their warranty. They have refused to respond or make this right. This company doesn't have a quality product and doesn't stand by their 10 year warranty claim. I would like replacement sheets mailed to me per their warranty claim. They have all the photos of the sheets I sent them.

  

  Business response

  06/12/2024

  Hi ******,

  After further investigation, from the pictures you submitted on the warranty claim, it looks like the sheets are not Cozy Earth sheets. The tag clearly states that the product you have is made from microfiber and rayon fibers, of which we do not use at Cozy Earth. Similarly, the tag says the color is Creme, to which you ordered and received our Driftwood color. If you are not satisfied with the product, we would be happy to set up a return for a refund.

  Thank you!

  Ashlyn

  Cozy Earth

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #*******, purchased a matching pj set but when set arrived the top and bottom did not match. Tried exchanging for a new set given that they explained this can happens sometimes as each piece is dyed separately. However, the replacement set was exactly the same. Decided I wanted to return given this is a $200 set and clearly I wasn’t going to be able to get a matching set. Was then informed I’d be charged a handling fee ($12 for now each set I had since they sent me an exchange) in order to return. Entirely unacceptable that you advertise yourself as a “luxury brand” but charge hidden fees because apparently it’s too much to ask that your $200 pj set matches.

  

  Business response

  05/03/2024

  Hi *****,
  
  Thank you for taking the time to speak with me on the phone today. Again, I do apologize for the miscommunication between the matching top and bottom on the Navy Pajama Set. As mentioned on the phone, you will not be charged any fees for exchanging the items that you did receive for the Powder Blue color. Thank you for your time today.

  Stay Cozy,

  Ashlyn

  Customer response

  05/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Mismatching sets is a known issue with the navy color but no effort was made to inform me of this when customer service advised an exchange or offering other alternative colors to avoid this situation. I also spoke with at least 5 different customer service representatives, all of which told me a fee would be required to return the mismatch set. It took me making a formal complaint beyond the company directly to be offered a full refund. It also appears in an email from the company that I was charged a fee for exchanging in the powder blue.

  
  Sincerely,
  
  ***** *******

  

  Business response

  05/08/2024

  Hi *****,

  As per our emails, we do apologize for the inconvenience of the mismatching Navy Set and the variation in responses from the Customer Service Reps that you spoke with. I want to ensure you, yet again, that you will not be charged any fees for the exchange of the Navy to the Powder Blue. Thank you for your patience in working with me to resolve this issue.

  Best,

  Ashlyn

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been harassed multiple times by Hunter S**** through email. He works at cozy earth and he has upset me and bothered me, harassed me, very rude and I want to report him, specifically. I have emails as needed. He gave me a coupon code. Never told me I could use it only once and then said I committed fraud for placing 100 orders in his eyes, but it wasn't that many. I heard from him recently again. Something needs to be done and he needs help.

  

  Business response

  05/03/2024

  Hi ******,

  We regret to learn about your recent experience. Ensuring our customers feel respected and valued is paramount. Regarding the coupon code issue, it's important to clarify that our company policies clearly delineate the terms and conditions governing coupon usage, including any restrictions on redemption frequency per customer. However, we apologize for any confusion or lack of clarity in communicating these terms.
  
  Regarding the allegation of fraud, please understand that it is not our intent to make unfounded accusations against any customer. Our team may flag instances of unusually high coupon code usage for further examination, aimed at upholding the integrity of our promotions. As part of this process, Hunter reached out to you to address the repeated misuse of discount codes, following directives from higher management to deter the creation of fake email addresses for exploiting discounts. We have asked several times that you refrain from purchasing with Cozy Earth. If you would like communication to cease, we ask that you no longer purchase from us.

  Best,

  Ashlyn

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  Please stop sending me coupons. As attached. Im closing this case. Hunter is not a good person, he could've handled it much better and not so immature. I will be very glad not to shop with you. 

  Many blessings. ??
  
  ****** ***

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #******* has not shipped and is beyond the delivery date. **************** has been no help.

  

  Business response

  04/24/2024

  Hey ******,

  We're sorry to hear that there have been delivery issues on this order, and that there were a few bumps in the road working with customer service. **************** has been reached out to about this issue. 

  We noticed that you had requested a refund, so rest assured, a refund has been issued. Please take a look at your original payment method here within the next few days as that processes. 

  We will make sure something like this never happens again. We will make sure that everything is timely and as quick as possible. 

  If you ever need anything else please let us know, we will see to it. 

  Thank you, 

  Hunter

  Cozy Earth 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi. This ORDER #******* was returned 3 weeks ago. **************** said the refund would take up to three weeks. Im still waiting for the refund. And now theyre telling me to keep waiting. I would like my money back. I have been patient and adhered to their request of three weeks. Theyre keeping my money hostage. Per *** 1Z2V27390391637116 Delivered OnMonday, March 25 at 9:54 A.M.at Dock View Details Delivered To *************, ** USReceived By:***** Tracking Number 1Z2V27390391637116 *********** Ground Weight ***** LBS Shipment Category Package Shipped / Billed On

  

  Business response

  04/15/2024

  Hey ****,

  We just called and left you a voicemail regarding this return. There were  a few things that seemed off and we would like for you to give us a call back so that we can take care of you and get you your refund. 

  We also wanted to let you know that we reached out to our fulfillment center who receives these returns, and we asked them to check on this and get back to us on it. 

  Thank you

  Customer response

  04/15/2024

   
  Complaint: 21569983
  
  I am rejecting this response because:
  ******* said the refund would be done within three weeks and This was returned over 3 weeks ago and still no refund,, I will accept the response from the business when the refund is completed. Per ups 

  1Z2V27390391637116
  
  Delivered OnMonday, March 25 at 9:54 A.M.at Dock
  
  View Details
  Delivered To
  *************, ** USReceived By:*****
  
  
  Tracking Number
  1Z2V27390391637116
  Service
  
  UPS Ground
  
  Weight
  23.10 LBS
  

  
  Sincerely,
  
  B ****

  

  Business response

  04/16/2024

  Hi ****,

  It doesn't look like you have called or emailed ** back just yet. We are hoping to speak with you regarding this return. 

  Just so you know, our fulfillment center has not received your return just yet and due to some other factors, we would like to speak with you over the phone about this. 

   

  Let me know, thanks.

  Hunter 

   

  Customer response

  04/16/2024

   
  Complaint: 21569983
  
  I am rejecting this response because:
  I emailed you back yesterday. 
  Sincerely,
  
  **********

  

  Business response

  04/17/2024

  Hello

  I have called you once again with the hopes to speak with you over the phone regarding your return but had no luck connecting with you.
  Not being able to speak over the phone with you along with us still not locating your return, is making it more difficult to be able to issue the refund.

  I just emailed you back with my teams phone number and look forward to speaking with you. 

  Thank you,

   

   

  Customer response

  04/17/2024

   
  Complaint: 21569983
  
  I am rejecting this response because: still waiting for completed refund. All items returned. Spoke with hunter who said ***** cannot locate all contents of package. Package was dropped off at cvs *** drop off point in original bag packaging. They need to check with ***** and *** again to investigate further. 
  
  Sincerely,
  
  B ****

  

  Business response

  04/19/2024

  Good Morning,

  I have sent you an email concerning this. Please check it at your soonest convenience.

  Thank you. 

  Customer response

  04/19/2024

   
  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.
  The business provided the full refund for order returned.
  Sincerely,
  
  **********

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ******* was returned back to cozy Earth on 2/9/24. as of 3/4/24, I still do not have my refund. **************** keeps telling me on repeat that the warehouse needs to inspect the package. It is not courteous to take a month to inspect returns. Please inspect the package and process my refund immediately.

  

  Business response

  03/05/2024

  Hi *******,

  We apologize for the delay in processing your refund for Order. We understand your frustration with the extended wait time, and we sincerely apologize for any inconvenience caused.
  

  We're pleased to inform you that we issued the refund yesterday, and you should see the funds reflected in your account shortly.

  We apologize for the delay in resolving this matter and appreciate your patience throughout the process. If you have any further questions or concerns, please don't hesitate to contact our customer service team. Thank you for bringing this to our attention, and we appreciate your understanding. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased online two items..... the item in question is their Women's Bamboo Rib Knit Tee Navy XXL $105.00 Ordered on 2/18/24. Received on 2/23/24 On 2/24/24, I emailed thru website to exchange the above item, website wouldn't let me process the claim so I emailed their customer support. This company's products are expensive, at least they are for **** didn't want a refund I wanted to exchange for a smaller size. Was told basically too bad, you purchased a product that they consider We Made Too Much Offer and you are stuck.I asked how does an exchange affect your stock..... I have a tee that is completely unusable for me.Asked to have a supervisor take a look, was told NO No one can change anything.In the mean time the online site the item went from $105 to $84 They offer a discount spin and I got $50.00 off.... asked if I could purchase a new size at $84 apply the $50 credit and pay the an additional $34 Was told No ?? I do not understand this I got an email in return stating that the price had gone down to $57.75 but I can't use the discount at that price - seriously the price has gone from $105 to $57.75 in a week. If i bought two shirts at $57.75 for $115.50 I paid $105 I could owe $10.50 And two shirts would be out of their stock Their answer is to pay $105 for one that I can't use and $57.75 for another = $162.75 for two tee shirts. Was told they would NOW speak with the internal team - and that they value my satisfaction. They answered within a short period, the answer remains the same NO working this out.I bought two items as a set and now have NO SET.... just the capri pants and a tee that will have to go to Goodwill.Doesn't seem fair or supportive customer service. There were other items I was considering purchasing but this brand is apparently out of my league.Order # *******

  

  Business response

  02/27/2024

  Hi *****,

  We apologize for the frustration you've experienced with the exchange process. We understand your disappointment and are here to assist you.
  We'd like to clarify that items marked as "We Made Too Much" are typically final sale and may not be eligible for exchange or return. However, we understand your desire to exchange for a different size, and we apologize for any confusion or inconvenience this has caused.
  Regarding the price adjustment on the item, we're sorry for any confusion caused by the fluctuation in price. We strive to provide fair and transparent pricing to all our customers.
  Although our initial response may not have met your expectations, we appreciate your feedback and are committed to finding a resolution.
  Please feel free to go ahead and initiate the exchange process through our website. If you encounter any difficulties, please don't hesitate to reach out to our customer support team for assistance as I have added notes on your account stating that we will make the exception for you on this order. 
  Once again, we apologize for any inconvenience this situation has caused and thank you for your patience and understanding. We value your satisfaction as a customer and are committed to resolving this matter to your satisfaction.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received this as a Christmas present but unfortunately their sizing was off. Sent the item back to cozy earth to be returned and exchanged (had tó pay for their shipping label) but they lost them and wont help me. I have spent countless of hours trying to get a hold of someone, calling, chat and been emailing with them dozens of times and they just give me the run around. I have never ever had such horrendous unacceptable customer service experience with any brand , specially considering their high end pricing. This is over $136 (plus paying for return) worth of merchandise they wont refund me for or even help in any way to find out why the shipment was lost and work with the post office. I have a tracking number and it’s clear the package just disappeared after a month (!) of making its way through. Thank you for the wonderful Christmas present cozy earth!! We will be sure to get the word out there about how horrible and unacceptable you are so no one else ends up like us.

  

  Business response

  02/13/2024

  Hi ****,

  I looked into this and this is not how the process should have been handled by our team and I am sincerely sorry.

  I can call you later today but I did just send over an email to you and am looking forward to speaking with you to get this resolved ASAP. 

  Thank you,

*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. ↩