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:10/20/2023

  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 Cosmo Jr. ***** watch for my sons birthday from Amazon, on July 23rd. His birthday isnt until 8/25, so by the time he had received the gift, it was already past the window that Cosmo had allowed a return through Amazon. I purchased the data package through Cosmo, that is required for the watch to work. Its $19.99 a month. During the first month of service the watch was spotty and didnt work well at all, sometimes not at all. After many emails and a phone call, the company said the watch had a bad SIM card and they would send a new one, but it could take 10 days. After a week and a half, I got the new SIM card, but the watch didnt work. I kept emailing, and several days later they finally emailed and said they had activated the new SIM card. There went the first wasted months data that I paid for. Then we move on into the second month. Watch is still spotty, doesnt work well. I emailed and they said they were aware of some technical issues with the watches and they were looking into it. By this time, Im just getting mad. *** had probably 15 interactions and just getting the run around, but now they are admitting they know theres an issue. I said I wanted a full refund of the watch and both months of data that didnt work. They refunded one month of data and said they wouldnt refund the first month, and that I had to get a refund for the watch from Amazon. I explained that it was past the date to be able to return. They said they would reach out to Amazon. Dont know if they did, but they followed up and said Amazon said no?? Cosmo is the company. Amazon is the seller. I explained to Cosmo that they could refund to any consumer, should they wish to do so. And in this case, a refund is warranted. They informed me they would not refund the cost of the watch or the first month of data.I would like help recovering the remaining $120.00 that they owe me for a product and services that do not work.Sincerely, ***************************

  Business Response

  Date: 12/12/2023

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

  
  I hope this message finds you well. My name is Ex, and I am the **************** Manager at **********************. I am writing in response to your recent BBB complaint regarding the issues you've encountered with the COSMO JrTrack device and the associated data plan.

  
  Firstly, I would like to extend my sincere apologies for the inconvenience and frustration you've experienced with our product and services. We understand the importance of a reliable and functional device, especially when it comes to the well-being of your child.
  Upon reviewing your case, I would like to inform you that, although your purchase falls outside our standard return window, we are committed to ensuring customer satisfaction. Therefore, as a gesture of goodwill and in acknowledgment of the challenges you've faced, we will be making an exception.
  I have personally coordinated with our billing team, and I am pleased to inform you that a full refund for your COSMO JrTrack order and both months of data will be processed. Please allow a few business days for the refund to reflect in your account.

  
  We genuinely appreciate your patience and understanding as we worked to resolve this matter. Our goal is to provide products and services that meet and exceed our customers' expectations, and we regret that we fell short in your case.
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team at [**************** Phone Number] or [**************** Email Address]. We are here to assist you in any way we can.

  
  Once again, we apologize for the inconvenience you've experienced, and we appreciate the opportunity to make things right. Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:10/11/2023

  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 a Cosmo watch - the first one worked great the 2nd one failed miserably.I reached out to them to notify and ask that the account be cancelled. They emailed me wanting to work through it and wouldn't charge my account for 30 days if I agreed.I emailed them back in the same conversation stating I wanted the account closed. Which they never did and ALSO proceeded to charge me the next billing cycle.They refuse to now respond to my emails and refund me.It ***** and if you are going to have your product fail, the follow through with a customer request, you were willing to try and work through it but not willing to refund me when I was erroneously charged.

  Business Response

  Date: 11/06/2023

  Ex G.
  Customer Service Manager
  **********************
  747 ********
  ******, ** 80220
  
  11/06/2023
  
  ************************
  Resolutions Consultant
  Better Business Bureau
  
  Dear ************************,
  
  I am writing to respond to the complaint filed by ************************* with ID ********, regarding her experience with COSMO. We appreciate the opportunity to address this matter and provide our perspective.
  
  First and foremost, we apologize for any delay in our response to the Better Business Bureau (BBB). We take customer concerns seriously and have thoroughly investigated **************** issue.
  
  ************ contacted us on September 8, 2023, referencing ticket number ******, with a request to cancel her services. It is important to note that ************ had initially signed up for a 6-month contract plan on May 17, and at the time of her request, she was still within the contract period. Our customer service team promptly acknowledged her request and, as a one-time exception, we immediately cancelled the billing of her account, despite her claim that we had not been responsive to her inquiries.
  
  To provide context, ************ had agreed to the terms of service (attached) when she initially subscribed to our services. These terms clearly outline the contractual obligations, including the specified contract duration. We took this exceptional step of canceling her billing as a goodwill gesture, recognizing the unique circumstances she faced.
  
  We sincerely regret any inconvenience ************ experienced due to her watch issues and the subsequent account billing. Furthermore, we emphasize that our customer service team responded to her request within the framework of our terms of service and contract obligations.
  
  We value our customers and are committed to providing them with the best possible experience. In light of this complaint, we are reviewing our communication procedures to ensure that similar situations can be addressed more effectively in the future.
  
  Thank you for bringing this matter to our attention, and we appreciate your role in facilitating communication between businesses and customers. If you require any further information or clarification, please do not hesitate to reach out to me directly at *************************.
  
  Sincerely,
  
  Ex G.
  Customer Service Manager
  **********************