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:11/20/2023

  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 placed an order on 11/9 with the company for two sets of sheets. They were shipped out. *** stated that they delivered them on 11/13 but I did not receive them. I reached out to the company and informed them and also filed a complaint with **** *** closed my complaint without even reaching out to me. Cosy House has not gotten back to me.

  Business Response

  Date: 11/25/2023

  We are sorry to hear that the customer has not received their order. I was able to locate the order and have processed a full refund for $132.40. Please allow 1-3 Business Days for your bank to process the refund. Thank you for considering Cosy House Collection.

   

  *******

  Support Services Manager

  Customer Answer

  Date: 11/27/2023

   
  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:10/04/2023

  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.

  I ordered bed sheets and pillow cases from the company almost a year ago, when I got the product the sheets and pillow cases did not match and one of the pillow cases had a marker stain on it. I contacted the company and they had me send in pictures to confirm my concerns. The company said they would replace the pillow cases at no cost but I was to donate the items. I donated the pillow cases and have not received my new ones. I have been going back and forth with this company for almost a year. At this point they have stolen my money and they need to be penalized for it.

  Business Response

  Date: 10/20/2023

  The customer has been emailed internally. The customer has been sent replacement pillowcases in white on October 4th, which appear to have been delivered on October 9th according to DHLecommerce Tracking: 9261290335950000231600. A replacement was also created for the customer today, October 20th, to send the customer a complete Luxury Bamboo White sheet set so that the customer can have a complete sheet set in matching white color. We have asked the customer to reach out to us if further issues arise, so that we may help to resolve them. The replacement sheets and pillowcases in white complies with what the customers request to close the case. 

  Thank you for choosing Cosy House Collection.

  *******

  
  

• Initial Complaint

  Date:08/25/2023

  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.

  I placed an order on 7/11/23 - Order #CH2540545 for $184.84. This order included king ******* along with other items. Come to find out that the sheets did not have the strap around the corners, even though their website advertises that all their fitted sheets come with this strap. When I called the company, they were able to send out the sheets that did include the strap. After we tried the ******* we realized that the fitted sheet with the straps was bunching up everywhere - would not stay tight. So, I reached back out to the company and they state that because our mattress was only 14" that the sheets would have that affect. I pointed out that their website states that it fits up to 16" mattresses. This is untrue and misleading as their sheets only fit size 16" mattress, unless you enjoy having extra material bunching up while you are trying to sleep. I originally was requesting a refund for just the sheets due to the incorrect information on their website, but now because of the stress and frustration this has caused, I am requesting a full refund of $184.84.

  Business Response

  Date: 09/20/2023

  We are sorry to hear that you have had issues with the fit of your sheets. This is not typical, as Cosy House Collection sheets are designed to fit a mattress up to 16 inches in depth. Our website does not intend to mislead or confuse customers. The original order was created with **** Series sheets, and these sheets do not advertise or come with the corner straps. There was a replacement created for the customer to get them the set of sheets that they intended to order. We are sorry to hear that this still did not resolve the issue for you. We have processed a full refund of $184.84, today, September 20th. We ask that you donate the sheets to a local shelter to be put to use. Thank you for considering Cosy House Collection.

  *******

  Support Services Manager

  Customer Answer

  Date: 09/20/2023

   
  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:08/01/2023

  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 received product from this company that did not meet expectation and was returned. The company has not reimbursed this return and has ignored all attempts of contact to resolve.

  Business Response

  Date: 08/02/2023

  I am sorry to hear that your order was not refunded as it should have. I was able to locate and review the order and have processed a full refund for the returned items in the amount of $243.02, as of August 2nd. Please allow 1-3 Business Days for the refund to process through your financial institution. 

  Thank you for considering Cosy House Collection.

  *******

  Support Services Manager

   

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20403060
  
  I am rejecting this response because:

  The refund has not processed yet

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

  Business Response

  Date: 08/15/2023

  Hello ******,

  I am sorry to hear that you have not yet received your refund. 

  The charge was processed with a PayPal Express account, so please be sure to check the account associated with your PayPal.

  We have refunded $233.07 for the products and $9.95 for the shipping fee for a total refund of $243.02 on August 2, 2023.

  Typically, refunds may take 1-3 Business Days to process through your financial institution.

  Thank you for considering Cosy House Collection.

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20403060
  
  I am rejecting this response because: no extra refund for my trouble
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/06/2023

  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 May 20th I purchased a set of sheets from Cosy House Collection. I paid $129 for 2 sets of luxury sheets. They came frayed and unraveling. Have them the benefit of the doubt and tried them out anyway and after one was they were completely falling apart. I reached out to the company on June 7th and again on June 20th via email to return the sheets and get a refund. I was never responded to. I then made a comment on their ******** and was again ignored. I commented on one more post detailing my experience and with pictures. They finally commented back and said to send their page a direct message. I did that and was told they typically respond within an hour. Its been several hours now with no response. I just want to return my items and get my mo eh back. The product was defective and not as advertised. This is my last resort to get this company to respond to me and resolve this.

  Business Response

  Date: 07/21/2023

  I am sorry to hear that you have not received our correspondence, as we have tried to respond back to assist you on June 7th and June 16th. I was able to see the photos of the damage that were submitted, and this is not typical of the Luxury Sheets. I was able to process a full refund of $128.89 today, July 21st. There is no need to return the products. Please allow 1-3 Business Days for your financial institution to process the refund.

  Thank you for considering Cosy House Collection,

  *******

  Support Services Manager

• Initial Complaint

  Date:06/02/2023

  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 placed an order for a blanket on 5/15/2023. I received an order confirmation #CH2472943 and moved on.On 5/16/2023, I realized Id been sent an updated order confirmation that included a towel set. I never ordered this towel set and do not want or need it.On 5/16/2023, I completed an online chat with *** letting the representative know what had occurred. He said he would remove the towels from my order.On 5/20/2023, my credit card statement showed that I was charged for the blanket and the towel. I initiated an online chat with *****************. She said the order could not be updated. She told me to refuse delivery on both items.but I wasnt at home when either package was delivered.I want to return the blanket and towel set to Cosy at no charge to me. They never should have added a towel set to my order without my consent. My credit card should never have been charged.I completed an online chat with **** on 5/27. He said that he wasn't authorized to cover return shipping charges and advised me to email customer service. I've emailed them twice and received no response.

  Business Response

  Date: 06/12/2023

  I am sorry to hear that we were unable to remove the towels from the shipment of the order. I have taken the initiative and refunded $41.31, for the towels, and the remainder of the total $42.35 for the Everyday Fleece Blanket and ask that you donate the items to a local Animal or Homeless Shelter to be put to use. There is no need to return the items. Please allow 1-3 Business days for the refund to process through your financial institution. 

  Thank you for considering Cosy House Collection,

  *******

  Support Services Manager

  Customer Answer

  Date: 06/12/2023

   
  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.
  

  I will happily donate the items as requested.

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

• Initial Complaint

  Date:05/23/2023

  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.

  We ordered bed sheets from Cosy House Collection on April 30, 2023. They advertised "Bamboo Sheets and they offered a 100% satisfaction guarantee and their website says "no hassle returns". We paid $71.38 for the sheets on our credit card.When we received the sheets they were very slippery, they are easily snagged, and they are so slippery that our bed cover would not stay on the bed and slipped to the floor. The sheets would ball up at the bottom of the bed so it was difficult to get a good night's sleep. The Luxury Bamboo Sheets we ordered turned out to be 60% polyester. The sheets were basically very poor quality and we asked to return them.After several email in which we repeatedly asked for instructions to return the sheets this company stopped responding. I have copies of the email communications if you need them.

  Business Response

  Date: 06/01/2023

  We have reviewed the photos sent to us via email by the customer on May 8th. The customer explained that there was a small snag on the bottom sheet and the color tone was not correct. The item appears to have quality errors. We have refunded the customer in full for the amount of $71.38, today, June 1, 2023. There is no need to return the sheet set, as it can be donated locally. We are sorry for your experience. The order has been refunded in full to conclude the case here. 

   

  *******

  Support Services Manager
  
  

  
  

  Customer Answer

  Date: 06/01/2023

   
  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:05/05/2023

  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 $60 pillow on 4/16 and have not received that pillow. The tracking status has been saying the same thing for 2 weeks. Says it is in Gran prairie **. I chatted with a person a couple of days ago. They would not send another pillow because they dont believe it is lost. Next will be a month. I want the pillow or a refund. Order number CH2435779

  Business Response

  Date: 05/10/2023

  I was able to locate the original order and can see that the pillow was last checked off in *************, ** on April 20th. This may indicate that the item is lost in shipment. I have created a replacement order for the customer, to ensure that they receive the pillow they ordered. The replacement order can be referenced with Order ID: *********. Please allow 3-5 Business Days for the delivery of this item. We want to ensure the customer's satisfaction, so please let ** know if you do not receive your pillow, this time around, as we are here to help. Thank you for choosing Cosy House Collection.

  Customer Answer

  Date: 05/10/2023

   
  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:02/22/2023

  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.

  I purchased 4 pillows and 4 pillowcases for $189.63 on 12/25/22 (order #ch2285611). I opened one of the pillows and tried it (they offer 90 day trial). After one night I woke up very sore. The pillows are very heavy. Their website advertises 100% satisfaction guaranteed and no risk. I did not see on an unrelated FAQ page that I would be responsible for return shipping. I would not have purchased the pillows if I was aware that I had to pay return shipping but that is on me. I contacted cosy house and they made me aware. I was so unsatisfied with the pillows that I was willing to pay to return them until I went to **** and it was going to cost $103. I then went to *** and it was going to be $87. I informed cosy house on January 18, 2023 and they said they would let appropriate people know. I told them I attempted to return the pillows in the exact same box and packaging I received them in except the one pillow I tried was out of the bag. They asked me to weight the box, which I did and it was approximately 18 pounds. They offered no recourse on the shipping but again that was my fault. My bigger concern is they sent a verified link for a review. I filled it out but believe it may have been defaulted to give five stars. I asked them to clarify and they said they could not provide me with another verified link but I could put a review online and it would be visible in 24 hours. I did that and it was not visible. There are only two, one star reviews that are both favorable. I asked to be contacted about this twice now and have not heard back. They were very prompt in replies to email prior to this. I still have the pillows in the box and dont know what to do. I want people to be informed before they try these pillows. I dont think it should be advertised as risk free when there is a risk of paying such a lofty return fee.

  Business Response

  Date: 03/20/2023

  We have called to reach out to the customer directly, with the phone number on file, as there is no need to return the pillows. The pillows, as well as pillowcases have been refunded in full and we have asked the customer to donate the items in lieu of returning them, as there is no need to. This would conclude the case, as the customer has been refunded for their satisfaction. We are sorry that the pillows did not meet your expectations.

  Sincerely

  *******

  Support Service Manager