Complaints

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:02/24/2025

  Type:Delivery 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.

  I made a purchase online with this company on January 28th, 2025 in the amount of $65.65 with standard shipping of 5-7 Business days. I received an email with confirmation of shipping on January 29th, 2025. I reached out to the company on February 10th, 2025 when the parcel had not moved for several days. They instructed me that I must wait another 10 days before they can do anything. I reached out today, February 20th to get a refund as I still have not received my order and they told me that I must wait another 10 days because **** updated the tracking yesterday that it was still in transit. They are refusing to issue my refund. I have now waited over 3 weeks since this was shipped and I just want my money refunded.

  Business Response

  Date: 02/26/2025

  I am sorry to hear that the customer has not received their order, as stated by **** Tracking: 92612903104026543476298764. I have processed a full refund for the customers satisfaction. Thank you for considering Cosy House Collection.

   

  *******

  Support Services Manager

  Customer Answer

  Date: 02/26/2025

   
  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:01/14/2025

  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.

  I ordered two sets of sheets from this company and they started to pill after only a few nights of use. They advertise 100% satisfaction guaranteed; however, they told me they would send replacement sheets, but never did. Now they are ignoring my emails.

  Customer Answer

  Date: 01/14/2025

  We have reached a settlement.

• Initial Complaint

  Date:01/06/2025

  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 wouldve given it less than one star, but thats not possible. I have been trying to work with them for months regarding a return. Somehow they charged my credit card for things I would never buy, and I returned them. I originally thought it was a fraudulent use of my credit card. They now have the merchandise and they have collected the money from ***********. Its a case of finger pointing. Cozy says they can do nothing and *********** says neither can they. This is some of the worst customer service from a vendor Ive ever seen.The transaction was done on October 8, 2024, but it was not done by me.The credit card company has been informed of this issue and they issued a temporary credit, but then the product showed up. I never ordered it.The credit card company has closed the case as resolved and recharged me for the money. Once I receive the product that I did not order I contacted cozy house and returned it. Now cozy house says they cant do anything and *********** says they cant do anything.The total charge was for $150.33

  Business Response

  Date: 01/25/2025

  I am sorry to hear of the issues that you have experienced with your order. This is not t typical experience. I was able to locate the order and have processed a full refund for $150.33, as the items have been returned. Please allow 1-3 Business Days for the refund to clear through your bank. Thank you for considering Cosy House Collection.

  -*******

  Support Services Manager

• Initial Complaint

  Date:12/13/2024

  Type:Delivery 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 paid $65.00 on their site 12/4 for bed sheets I never recieved, I have emailed them, messaged them on ********, Instagram and they will not return any messages, as of today I have had no contact from them other than when they took my money

  Business Response

  Date: 01/02/2025

  We are sorry to hear of the delay in the delivery of your order. I was able to locate the order and according to *** Tracking, it has been marked as delivered on December 23, 2024. Please let us know if you have still not received your order as this may point to a larger issue. Thank you for considering Cosy House Collection.

  -*******

  Support Services Manager

  Business Response

  Date: 01/10/2025

  We are sorry to hear that you are not satisfied with the product. I have processed a full refund to close this claim. Please allow 1-3 Business Days for the refund to clear through your bank. 

  Thank you for considering Cosy House Collection.

   

  -*******

   

  Support Services Manager 

• Initial Complaint

  Date:05/13/2024

  Type:Delivery 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.

  I ordered a King size sheet set including a fitted sheet, flat sheet and 4 pillow cases- I believe I received this order on either February 27th or Feb 28th, 2024. Order #:CH2831460 Upon opening this order I noticed that the pieces were all dyed different shades of grey. I notified the company immediately and they offered to replace the sheet. I thanked them for the quick response and told them unfortunately, it is not just the sheet- the pillow cases and both sheets were different colors so only exchanging the sheet would not solve my problem. After that, I have been emailing several times asking for a resolution. I got a few emails back assuring me my complaint had been escalated to the correct people and I would hear something within ***** hours. I have since emailed a couple times after those types of responses and now they simply do not respond to me. I ordinarily am not ***** enough to reach out about something like this- but when a company promises to make it right and then just stops responding it is very frustrating. I am unable to make contact with them- so maybe involving you all will encourage them to make it right. I hope. Thank you in advance.

  Business Response

  Date: 05/14/2024

  I am sorry to hear of the color issues that were experienced with the sheets. It appears that we have had direct contact with the customer, and have created a replacement order CH2905873. The replacement order is currently shipping with the US ************** and is expected for delivery in the next 5-6 Business Days. We ask the customer to reach out to us if further issues are experienced as we are here to help.

  Thank you for choosing Cosy House Collection

  *******

  Support Services Manager

  Customer Answer

  Date: 05/15/2024

  Thank you for following up. After I sent you all a message I woke up to a message from the company Monday morning offering a new set of sheets to be sent. I truly believe this would not have happened without you all notifying them of an issue. Thanks a bunch!

  Customer Answer

  Date: 05/15/2024

   
  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

  Date:04/29/2024

  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 placed an order with Cosy House on 21 February for their bamboo sheet set. I reached out this past week about returning the set due to pilling considering their zero hassle return policy. Since contacting their customer service, I have been asked; Please share how the sheets were laundered (water temperature, drying process, what other items washed along with sheets, etc).For visual reference, may we also request photos of the issue and the product tag sewn on the item. We want to make sure we have sufficient documentation sent over to our Quality Control team for review.This is false advertising and should have to be removed from their website. They are continuing to give me a difficult time despite their claim.

  Business Response

  Date: 05/14/2024

  We are sorry to hear of the issue experienced with return. It appears that we have had direct contact with the customer regarding order *********. The order was refunded for $64.45, for the Luxury sheets that had experienced quality control errors. This refund was processed on April 30, 2024. There is no need to return the sheets. 

  Thank you for considering Cosy House Collection,

  *******

  Support Services Manager

• Initial Complaint

  Date:02/27/2024

  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.

  Have made several purchases over the years. Latest purchase made Feb 2024. Have noticed over the years that the sheets, mostly fitted, not covering as they did in the past but liked the sheets and continued to purchase, With this purchase, the flat sheet barely hangs over sides. Thought this would be a simple exchange as they state ****** free returns. Contacted company via chat who said they were limited in what they could do and to email the company. The response to email was.......measure sheets, measure mattresses, take photos of the sheets, tags, and barcodes. A little excessive. Frustrated, I requested a return. Response, print your own label and pay for return shipping. But they assured me there was no restocking fee for the product that is too small. Real '****** free return'. I will never purchase from this company again and recommend others go elsewhere. If they had looked at purchase history they would see I have been a repeat customer who they have now lost and will share this experience and not recommend to others.

  Business Response

  Date: 03/01/2024

  I am sorry to hear of the issues experienced by the customer. We have taken the initiative to process a full refund for the item, as there is no need to return the item, as it is defective in measurements. The full refund of $111.24 was processed on March 1, 2024, and typically processes through the bank in 1-3 Business Days. Thank you for considering Cosy House Collection.

  *******

  Support Service Manager

  Customer Answer

  Date: 03/06/2024

   
  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.  It's unfortunate that this could not have been handled differently but due to this experience they have lost a long time customer and referrals.  I do not feel confident that if I were to order again and issues arise that  the process will be different.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2024

  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.

  Order was placed back on the 12th of November. I reached out to them before the end of November to initiate a return. The issue with the order was they had multiple bedding options listed under the exact same color. When the items arrived they were very different shades of color. I had wanted to get a sheet set and a duvet cover that matched. If I knew they were different colors I would have ordered ones that worked well together versus variations of the same color that mismatch. They let me know about their returned policy which meant I had to pay for shipping of the item back. While I understand under normal circumstances that would be understandable but since their information was misleading I felt it wouldnt be the right thing to reimburse me for the return shipping. I have given them a month plus additional time for them to respond and I keep getting the run around. Im hoping you can help expedite the small request Im asking for which is to return the items that were incorrectly listed without coming out of pocket for it.

  Business Response

  Date: 01/23/2024

  We are sorry to hear that you had issues with your items. I was able to locate your order and it appears to have been processed for the full refund of $249.82. The refund was processed on January 14, 2024. 

   

  Thank you for considering Cosy House Collection

   

  *******

  Support Services Manager

  Customer Answer

  Date: 01/23/2024

   
  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. I tried to remove the response prior to you getting involved and thought I did. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2024

  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.

  Order #******* ordered on 12/11/2023. I had it shipped to **** ********************** to my neighbors as a surprise in case the address messes this up. They advertise Risk Free Returns and also Hassle Free Returns. I would have used Amazon but they did not have this specific product. The product was good and received and returned today unused as my wife did not want it. When I went to get a label for return because it returns to ********* nit Il where it shipped it cost me at *** store $59.50 for the return of an $140.00 product. I did that after exhausting their customer service that did not return two emails as they request. And on line chatting and all they say is their return policy is in the **** Well then why would lie on your website? I reported them to Amazon as well and trying to do the sake to Yelp to make sure others do noth get ripped off this way.

  Business Response

  Date: 01/23/2024

  We are sorry to hear of the dissatisfaction of the customer. The Luxury Weighted Blanket on this order has already been processed as a return for refund. The customers' refund of $138.72 was processed on January 10, ****. there is no further action that can be taken on this order, as the item has already been returned and refunded. 

  Thank you for considering Cosy House Collection,

  *******

  Support Services Manager

  Customer Answer

  Date: 02/25/2024

  I have never received anymore requests? I sent everything asked and never got anything back? And it closes? How does that happen? This is a bad company and lied on their advertisement ****** free returns? $59.00 dollars is hassle free? Please re-open and make sure you tell me what else you need. Thank you

  Business Response

  Date: 03/25/2024

  I am sorry to hear of the return shipping charge that was assessed to you for returning your product. Cosy House Collection does not assess shipping charges to a customer, as this was assessed through the return courier. We will reach out directly to the customer to resolve issues regarding the return shipping fee, as we would like to try and get the customer back to satisfaction.

  Thank you for considering Cosy House Collection,

  *******

  Support Services Manager

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21061831
  
  I am rejecting this response because: I reached out to them numerous times saying your company site says ****** free returns and I believe it says another item in the first complaint. When I said not only are you making me pay for my return you shipped it from ******* and are making me return a 20 pound item to *********????????????? They did not reach , never has, the response is horrible and they are lying on their web site and also s******* their customers for making us return it to ********* rather then ******* where it came from. They also mis-lead you by saying hassle free returns? What does that mean to you. Please help me get my $56.00 back for my Hassle Free return.. which I tracked packed nicely and was not used. It was too heavy for my wife which was too bad as a was a good product. I would have never bought it had I known it would cost me 56$ to return it. The website. Is a scam and they know it and that was a c*** answer. Thank you for your time and consideration and help so please continue to hold them accountable. I also complained to the state of Nevada that did not do a lot of good as I have not heard back
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/03/2024

  We have emailed the customer directly, asking for the receipt of the tracking, with the pricing shown for what was spent to return the item so that this can be submitted to help the customer further. We are currently awaiting the customers response. 

  Thank you for considering Cosy House Collection,

  *******

  Support Services Manager

  Customer Answer

  Date: 05/06/2024

  I have responded with receipts immediately upon receiving email and thanked them for their cooperation and gave them my Pay pal account to send it to

• Initial Complaint

  Date:11/27/2023

  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.

  On 11/17/23 I purchased 6 split-king size sets of Luxury Bamboo Bed Sheets from Cosy House Collection for a total of $300.64, order #CH2689576. Each set comes with 2 fitted sheets, 1 flat sheet, and 2 pillowcases. We opened only 1 set of sheets to try sleeping on and we were both dissatisfied with the material of the sheets. These sheets are thin and they were too smooth, which made them very slippery. Our comforter and blankets keep sliding off and falling off the edges of our bed due to how slippery the sheets are, even the top sheet was sliding off. Our pillows keep sliding up above our heads due to how slippery the pillowcases are as well. We have not had good sleep the past 5 nights or so that we've been giving these sheets a try.I contacted Cosy House Collection via online chat on 11/27/23 and let them know the issue. They did say I could return all the sheet sets (including the opened one) and gave me a *********, ** corporate office address to ship them back to. They let me know that I would have to pay for return shipping. Since I will be in *********, ** from 12/1/23 to 12/3/23, I asked if I could go to the corporate office address they gave me and return them in person, and they said yes.My issue is their website does offer a Risk-Free Guarantee and 100% Satisfaction Guarantee. Since their corporate office is only open M-F from 9am-5pm ET, I will not be able to return them in person. I called their support team number and let them know the situation. They said they do not provide return shipping labels or provide reimbursement for return shipping, even when I mentioned their Risk-Free and 100% Satisfaction Guarantee. They also let me know I cannot walk in to the corporate office and return the sets in person, even though the online chat representative said I could. I would like a pre-paid return label sent to me to send back their products to them, or I would like a guarantee of reimbursement from them for the pending return shipping cost.

  Business Response

  Date: 12/16/2023

  We are sorry to hear that your sheets are not working for you. I was able to locate and review this order and have processed a full refund of the order, as you have emailed us within the Satisfaction guarantee, and since you are dissatisfied with the sheets, we were able to process a full refund of $300.64. Please allow 1-3 Business Days for the refund to clear through your bank. We ask that you donate the sheets so that they may be put to use. Thank you for considering Cosy House Collection.

   

  *******

  Support Services Manager