Complaints

This profile includes complaints for Cosmo Together's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cosmo Together

  700 Colorado Blvd # 238 Denver, CO 80206-4084

• 

  Cosmo Together

  1312 17th Street #450 Denver, CO 80202

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.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  4/30/25 - Purchased Watch for ******. Activated for Received by mail, activated for ****** on May 8, 2025. 6/20 Watch's last time reporting location. Watch is in my home, but cannot find it.Features of watch:Location tracking - live update "Find my Watch" feature - Calling/messaging/voice messages using Wifi and phone number Issues with "features":Location shows in my home. Will not update after 10 days When calling the phone number, message says caller not available Messages do not give any error (unknown if received)Watch shows 19% charge so should be working "Find my Watch" does nothing I called customer service. Their response:Use the tracking feature Use the update feature Use the find my phone feature 19% charge could be reason for issue (I always thought 0%)Stated could be due to low signal location (it is in my home - Wifi and phone service)Told me tech support would contact me in 24 hours 3 days later, email received that says sorry, you didn't purchase our plan for damaged, lost, stolen watches, but we can offer you 40% off a new watch for purchase.The implied lifespan of this watch is more than 40 days (after spending ******). None of the functions work or I would be able to locate the watch.

  Business Response

  Date: 07/03/2025

  Dear Better Business Bureau and Ms. ********************* you for the opportunity to respond to this complaint.
  
  Were sincerely sorry to hear about the difficulties **** experienced with her Cosmo device and the frustration it caused. While our standard policy does not cover lost or misplaced devices without an extended protection plan, we recognize that the performance of the watch in this case did not meet Lisas expectations, especially given the short time since purchase and the limited functionality she was able to access prior to the issue.
  
  After reviewing the situation, weve taken the following steps to resolve the matter:
  
  - Issued a full refund for the original purchase and associated activation charges, totaling $242.91.
  
  - Offered a complimentary replacement device once our next-generation model is released, to ensure **** has access to improved tracking performance and coverage.
  
  We appreciate the feedback as it helps us improve both our technology and support processes. Our goal is always to ensure that families feel confident and supported while using our products.
  
  Thank you again for the opportunity to make this right. We hope to restore Lisas trust in COSMO and remain committed to her satisfaction moving forward.

   

  Ex *******

  CS Manager

  COSMO Technologies

  Customer Answer

  Date: 07/03/2025

   
  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:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a watch, a watch band, a screen protector, and a subscription directly from the company.Although the map shows 100% coverage, the watch did not get reception where I needed it.The watch then quit working. I have since received an email that they built a bad batch and are offering replacements.I followed the instructions on the website for a refund within the stated time frame for returns.The company has three methods of contact. Chat bot, email, or phone call.The primary method is the chat bot. It responded indicating it understood my request. I did not receive instructions for return.The second method is email. I sent the request and received another indication that the request was understood. Sorry to hear that you want to return your products and cancel your membership. Then another, Thank you for reaching out. Our Hassle Free ***************** Protection allows you to return your watch without paying for a return label. But no instructions on how to return the items were received.I called during business hours. It stated a two-minute wait time. After five minutes it said nobody was available and hung up.They have now charged my credit card for another month of service.I require a full refund for product, services, and activation fees.

  Business Response

  Date: 04/20/2025

  Dear *********** S and Better Business Bureau,
  Thank you for the opportunity to respond to this matter. We sincerely regret the experience this customer had and appreciate the chance to make things right.
  After reviewing the details of this case, we can confirm that the customer experienced issues with a device from a known defective batch, which we publicly acknowledged and began replacing proactively. In addition, the customers return request was initiated within the eligible return window, but due to a breakdown in our return instructions process and limited phone availability during a high-volume period, the customer was not provided with the necessary steps in a timely manner. For that, we sincerely apologize.
  To resolve this, we have processed a full refund of all associated charges:
  $126.37 for the device and accessories
  $30.98 for the initial month of service
  $17.99 for the most recent service renewal, which was also disputed via chargeback
  All refunds have been issued in full to the original payment method, and the account has been canceled to prevent any further charges.
  At COSMO Technologies, we are committed to improving our support systems and customer experience. This case has highlighted areas for improvement, and we are actively reviewing our return communication flows and phone line reliability to ensure better service moving forward.
  We hope this resolution meets the customers expectations and are happy to provide any further clarification if needed.
  Sincerely,
  Ex *******
  *********************************start="1744" data-end="1747"> COSMO Technologies
  ******************************

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ahead of the next billing cycle I logged in to my account portal and clicked the button to cancel my plan so I would not be billed again. I verified the button was clicked. Then days later my credit card was still billed anyway. I emailed the company support email and got no response. Days later I emailed them again and still no response. Today I tried calling their support number and after ********************************************************************** short, I need a full refund and to cancel the plan with them.

  Business Response

  Date: 03/20/2025

  Dear *********** S,

  
  Thank you for reaching out regarding this complaint. We sincerely apologize for any inconvenience the customer experienced and appreciate the opportunity to address their concerns.
  After reviewing our records, we were unable to locate any emails sent to our support address ********************************* However, we were able to successfully locate the customers account and have processed both the cancellation of their plan and a full refund of $17.99.
  We regret any frustration caused and are continuously working to improve our customer support channels to ensure a smooth experience for all users. Please let us know if any further action is needed.
  Best regards,

  Ex G.

  Manager, Customer Service

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

  Customer Answer

  Date: 03/24/2025

   
  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:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Company advise they would refund me for product that is not working them they never sent information for refund. Called back and a different customer service person, ******, stated that they would not be refunding me for the difunctional product.

  Business Response

  Date: 03/13/2025

  Hello!

  We understand the customer's frustration and are committed to resolving this issue. As of 02/17/25, we have fully refunded the data plan associated with the account. However, we were unable to locate an order for the device in our system to process a refund or return.
  
  If the device was purchased through ******, we kindly ask the customer to initiate a return via the Amazon app. For purchases made directly through our website or another platform, please provide the order ID so we can further investigate and assist with the refund process.
  
  We are here to help and ensure this matter is resolved as smoothly as possible.

  Ex G

  Customer Service Manager, **********************

• Initial Complaint

  Date:02/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 11/18/2024, I purchased a Jr. ****** Kids Smart Watch as a gift for Christmas. This item was not removed from its original packaging until 01/18/2025, when I purchased a one year pre-paid subscription plan for $155.58. On that same date, I paid $12.99 for an activation fee and I paid a $2.99 Cosmo - care *************** fee for the watch. On 01/24/2024, applications on the watch were not working properly. On 01/25/2025, the watch stopped working in totality and the main screen froze with the COSMO logo on it. The watch then powered off and is not able to be turned on to the date of this filing 01/27/2025. On 01/27/2025, I called their customer service number and spoke with an agent, who e-mailed me a refund/return link to complete for a full refund. However, come to find out while completing the refund/return application I find out the company will not refund the $12.99 activation fee, nor will they refund the $12.99 I spent on the screen protector. The website indicated they would give me store credit for the screen protector only. The website for the company indicating I would be receiving a refund of only $65.00 for the watch and I would have to mail it back and pay $7.80 of my own money to ship it back. Not even a few hours later I received an e-mail from the company that my refund/return request was declined as per their return policy. I will not their return policy states a consumer can request a refund/return within 15 days after activation of a subscription, which I did on 01/18/2025. I am fully entitled to a full refund of $77.99 for the watch and screen protector. The item is faulty and not working. I will note, I was able to cancel the one year prepaid subscription plan for $155.58 and the $2.99 care plan fee with no issue. I believe this company is not providing good customer service and I am entitled to a full refund.

  Business Response

  Date: 02/07/2025

  Dear *********** S,

  
  We appreciate the opportunity to address this matter. We have already processed a full refund of $77.99 on January 27, 2025, without requiring the customer to return the watch, as a gesture of goodwill and to resolve the inconvenience.

  
  Please let us know if any further action is needed.

  
  Best,

  Ex *******
  Customer Service Manager
  **********************

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 received a Jr. ******* 3 as a gift for our son. It has consistently not worked as advertised. We have been consistently reaching out to support for over two months with no resolution. Support will not replace the watch and has failed over and over again to resolve the issue. The watch does not track the location, will often not make calls and simply does not work. Despite being responsive, support is not offering any solutions.

  Business Response

  Date: 11/28/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address this issue directly.

  
  Regarding the complaint submitted by the Ms. ***** we have reviewed her case and confirmed that our support team has been in regular communication with her regarding the functionality issues with her JrTrack 3 smartwatch.

  
  To ensure we resolve this matter to her satisfaction, we are actively working on arranging an upgraded replacement watch for her at no cost. This replacement will be expedited to minimize further inconvenience. Additionally, we will ensure her concerns are fully addressed through follow-up support to confirm the replacement device operates as intended.

  
  At COSMO Technologies, customer satisfaction is a top priority, and we strive to provide solutions promptly. We regret the inconvenience Ms. **** has experienced and are committed to ensuring her family has a fully functioning product.

  
  If you require further details or documentation regarding this case, please let us know.

  Customer Answer

  Date: 12/10/2024

   
  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. As a side note, we have received the replacement watch, however, we are still waiting on customer service to get back to us about switching over the plan. They claimed it had been switched over, but it will not connect. 
  
  Sincerely,
  
  ****** Wble

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Bought watch June 8th. With purchase bought a 2-year service plan bought insurance/warranty $2.99/mo. Son fell June 11th and watch band holder broke. Contacted COSMO, sent pics of broken watch they sent me a new one. I received it about 5-6 days later. July 21st son came home with broken watch in the exact same place said it just broke. Contacted COSMO They tell me I only get 1 free watch, but they can give me 40% off new watch, say $2.99/mo fee is just for insurance and I cannot cancel my 2-year subscription or get refund because the "15 day return" had lapsed. The first watch broke before that 15 day return. Now they offer to cancel only 1 year of the 2 year subscription. I asked for a full refund of this purchase ($252.74) plus $2.99 fee they took for the month of July. I cannot add another watch band to the watch as the piece that holds it is molded onto the watch and that piece is broken. This watch is made of plastic and apparently brakes easily. $255.73 is the full refund of what they should honor.

  Business Response

  Date: 08/26/2024

  Dear **************************,

  
  Thank you for bringing this matter to our attention. My name is Ex, and I am the **************** Manager at **********************. I appreciate the opportunity to address the concerns raised by our customer.

  
  The customer reported a broken watch band holder shortly after purchasing the device, and we promptly replaced the watch under our insurance policy. The policy, as outlined in our COSMOcare plan, allows for one insurance replacement per calendar year. The second incident, occurring on July 21st, was reported as a similar break. While our watch latches are made of durable composite plastic and are not typically prone to breakage, we understand accidents can happen.

  
  Given that the customer had already received one insurance replacement, we extended a goodwill offer of a 40% discount on a new watch, which the customer declined. Regarding the request for a full refund, our terms and conditions state that prepaid plans are only refundable within the 15-day money-back guarantee period. However, in this instance, we made an exception and refunded $219.78 to the customer, which covers the cost of the two-year plan minus one month of service and the non-refundable $9.99 activation fee.

  
  We strive to maintain high standards for our products and services, and we regret any dissatisfaction the customer may feel. Our goal is always to work toward a resolution that is fair and consistent with our policies.

  
  Thank you for your attention to this matter.

  
  Sincerely,

  
  Ex G.
  **************** Manager
  **********************

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Unauthorized phone plan renewal. There was no indication that it would auto renew at sign up. Additionally, there was no notice provided that the plan was to auto renew, including pricing. The account that we are able to sign into provides no notice, nor is there a place to manage payments. The account doesn't show details of the plan such as start date. Additionally, when looking on the website it states the monthly plan price is $17.99 when I was charged $19.99 three times.

  Business Response

  Date: 08/06/2024

  Dear ************************,

  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the complaint submitted by the customer.

  
  After reviewing our records, we found that the customer signed up for an Annual Plan on April 24, 2023. At the time of sign-up, the customer agreed to our Terms and Conditions, which clearly state that the Annual Plan automatically converts to a monthly plan at the end of the term unless the customer cancels the service. We have attached a copy of the relevant section of our Terms and Conditions for your reference.

  
  Regarding the pricing, the $17.99/month plan currently advertised on our website has been available since October 2023 and applies to new users only. Existing users under the old contract are billed at the rate of $19.99/month unless they request to switch to the new pricing. We apologize for any confusion this may have caused.

  
  As a gesture of goodwill and to resolve this issue amicably, we will issue a full refund for the three charges of $19.99. We value our customers and aim to provide the best possible service.

  
  Thank you for your understanding and cooperation.

  
  Sincerely,
  Ex
  Customer Service Manager
  **********************

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a jr ***** watch from this company along with a service plan. The watch has had multiple issues including sending me false sos and saying that my child is in the mountains. I have been going back and forth with the company and they refuse to put a manager or supervisor on the line. The watch still does not work and I have asked for a full refund seeing as how they are not upholding their end of the contract. I have been hung up on multiple times when *** asked to speak with a supervisor. I get emails stating that they will not refund me and that there is no other way to communicate with management. I am paying for a service I am not receiving. I have looked deeper into the company and this is a huge issue. Their customer service is next to non existent. To refuse a manager request is ridiculous. I believe this company to be a scam.

  Business Response

  Date: 03/26/2024

  We are writing in response to the complaint filed by Ms. *** regarding their purchase of a watch from our company, COSMO, along with a service plan. We take all customer concerns seriously and strive to address them promptly and effectively.

  
  First and foremost, we regret any inconvenience or frustration experienced by the customer. It is always our intention to provide quality products and excellent service to all our customers. Upon reviewing the details of this case, we would like to provide clarification from our side.
  We understand the importance of such devices in ensuring the safety and well-being of loved ones, especially children, and we sincerely apologize for any distress caused by these technical issues.

  
  Our customer service team has been in communication with the customer to address these concerns. Despite the customer's assertion that they were unable to speak with a manager or supervisor, our records indicate that management did make attempts to connect with the customer to resolve the issue. However, we acknowledge that there may have been miscommunication or dissatisfaction with the level of support provided.

  
  In an effort to amicably resolve the matter, we have taken the exceptional step of refunding the customer for both the purchase of their JrTrack watch and the associated service plan, even though this falls outside our standard refund policy. We believe this demonstrates our commitment to customer satisfaction and our willingness to address any shortcomings in our products or services.

   

  We appreciate the opportunity to address this complaint and request that it be marked as resolved with the explanation provided above. If the customer has any further concerns or requires additional assistance, we encourage them to reach out to us directly so that we may assist them further.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21460418
  
  I am rejecting this response because: I requested to speak with a manager or supervisor multiple times. I was disconnected or told that none of the managers were available to talk, no matter when I called. They outright refused. I was sent generalized emails stating that I signed a contract, so I was bound to it. However, they were not upholding their end of the contract. I was paying for a service that I was not receiving. The last representative I spoke with, after he reached out to try and get a manager on the line several times, I had filed the report to the BBB and informed him that I had just done so. Then suddenly he was able to override everything and give a refund. This went on for a couple of weeks that I had been calling. I was refunded for the service, and not a full refund on the watch (which was purchased through Amazon, but cosmo together had the final say, and charged a restocking fee for a defective item). I am not the only person with these type of complaints, and I feel that the complaint should stay with the BBB so that other parents dont have to deal with this company, or stress out and leave work or call the police because the gps is sending sos and showing their child in the middle of the mountain. In which with no way of contacting them because the watch will now not receive or send messages. This caused so much stress and anxiety that I had to leave work to find my child. So this company cost me money in that aspect as well. Just an over all scam of a company who truly could care less about their customers. Worst customer service I had ever experienced, and never have I been denied to speak to a supervisor.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought two watches from this company on August 22nd 2023. These watches are for my kids so I can get in touch with them while they were at school and they can get in touch with me if there was an issue. At least once a week sometimes more the watches would stop working and we would have to unpair and repair the device. Obviously this doesn't help us if this happens when the kids are at school because now they can't get a hold of me or I can't get a hold of them and there's nothing I can do until they are home and I have the watch in my hand. I contacted the company for assistance multiple times and they tried to claim I didn't have an account with them. I showed them my account I showed them the app I showed them that they took the money out of my account twice a month and they continued to say I did not have an account with them. I had just paid for 30 days of service on both watches. I asked them to cancel my account and they were able to finally find it and cancel it but they canceled it immediately despite me already paying for 30 days of service. I didn't get to finish out the 30 days that I paid for They canceled it immediately. I reached out to them and said I would either like my money back or I like you to keep an active until my 30 days is up and they refused. I would like my money back for the 30 days of service that I paid for on both watches since I was unable to use it.

  Business Response

  Date: 02/05/2024

  I hope this message finds you well. My name is *** **************** Manager at **********************. We appreciate the opportunity to address the concerns raised by ******* in their recent BBB complaint.

  
  Account Verification: Our records indicate that during our interactions, we communicated to ******* that we located one account under one email address and another under a different one. We did not assert that they did not have an account, but rather sought to clarify the discrepancy. Unfortunately, it seems there was a misunderstanding, and ******* has expressed frustration on the matter.

  Escalation to Higher Support Level: Due to the complexities in communication, the case was escalated to a higher level of support to ensure a thorough investigation. We acknowledge the challenges faced in resolving the issue and have taken steps to address it appropriately.

  Refunds Issued: In an effort to resolve the matter, we have issued two refunds of $14.99 each, reflecting the last 30 days' worth of service for both watches.This will post to their original payment method in 3-5 business days.

  We remain available to address any remaining concerns and offer further assistance as needed. Our priority is to ensure that ******* has a positive experience with our products and services.

  We understand the importance of this matter and appreciate *******'s patience as we have worked towards a resolution. If there are any additional details or specific points that require clarification, we are more than willing to engage in a constructive dialogue.

  
  Thank you for your attention to this matter, and we look forward to resolving it to the satisfaction of all parties involved.