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:06/12/2025

  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.

  Their marketing and sales practices are misleading. Thought I was ordering 3 pajama sets. Pictures showed top and bottom. Ends up only top was included. Additionally they automatically add a package protection fee. Why would a consumer need that when they are responsible for sending the item? I also tried to order the matching bottoms using my 25% new customer code but it was rejected. I then tried to initiate a return and it was impossible to submit. It also requires the consumer to cover return shipping and a stocking fee of 3% of costs or $11.99 whichever is GREATER. This is absurd! Guess I will keep 3 pj tops than give them another *****. I am a frequent online shopper and have never experienced such difficulties. Will never order from them again.

  

  Business Response

  Date: 06/12/2025

  Hey *****, 

  Thank you for leaving this feedback, and I apologize that you have had this experience with us. 

  I just reached out via phone, and left a voicemail. Please call us back when you can and ask for *****. You can also email me at **********************************************************.

  I would love to get you taken care of. 

  Thank you

  *****

• Initial Complaint

  Date:06/05/2025

  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 placed an order for a queen size silk comforter and was under the impression it is under the 10 year warranty. I've had the comforter a little shy of 3 years. I reached out to customer service and was advised to fill out the claim form.- Claim filed on 4/27/25 with photo attachment - followed up via customer service E-mail on 5/13 and 5/26. No response.- Spoke with ***** customer service *** (who is lovely and professional), who shared the comforter is not under warranty due to it being a overproduction sale.- I escalated the chain of command and was told the managers and supervisors will not make an exception. - I asked for a one time exception. Denied. I asked for partial credit or refund. Denied. I expressed the company's policy and service is underwhelming and disappointing. The ***utation of the luxury brand and products fails dismally to reflect their value by their lack of customer ****************************** does not value their clients' experience or time. Questions:1. Why wasn't I told that when I initially reached out?2. What is the effective date of overproduction sale items being excluded from the warranty? Has this always been in effect and reflected upon check out?

  

  Business Response

  Date: 06/12/2025

  Hey *********, 

  Thank you so much for leaving this feedback, but I do apologize that you have had this experience thus far. 

  I tried to reach out via phone, but I had to leave a voicemail. 

  Please reach back out to that number and ask for *****, or email me at ********************************* I would love to get you taken care of. 

  Thank you. 

  *****

• Initial Complaint

  Date:04/20/2025

  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 ordered queen size sheets...good packaging and was delivered on time for Cnristmas. I washed the sheets as instructed and was very disappointed to see a 1/4 inch hole in the bottom sheet. The bottom sheet also looses it's elastic corners so I have to tighten up the sheet every few days. After reading the reviews, they very clearly have a quality control issue that troublesome for a $300 set of sheets. I wrote a review on their website but apparently they have either removed it or tucked it away where no one can find it. Including myself. Very deceiving.

  

  Business Response

  Date: 04/21/2025

  Hey ***, 

  We apologize that you have been having these issues with your sheets, and your review. 

  I just left you a voicemail, and I would love to take care of you and get this resolved. 
  

  Please call us back at that line or give me an email at ******************************** so I can take a look into this for you. 

  Thank you, 
  *****

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising 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.

  COZY EARTH HAS MISLEADING EMAILS!!!
  ON MARCH 16, 2025, I RECEIVED A 'WE HAVEN'T HEARD FROM YOU IN A WHILE, 72 HOURS LEFT TO SAVE: 40% OFF USING CODE "****** ****".
  SO I WENT THROUGH THE PROCESS OF FINDING WHAT I WANTED, IN THE COLOR AND SIZE NEEDED AND PROCEEDED TO PLACE MY ORDER - THE KING SIZE SHEETS IN WALNUT, STATED THE PRICE OF $298.46. I ADDED THE CODE FOR 40% OFF AND CLICKED THE BOX TO LOAD THE DISCOUNT. $298.46 - MINUS 40% ($119.36) WOULD MAKE A FINAL COST OF $179.36 BUT I WAS WRONG! WHEN I CLICKED THE BUTTON, THE SHEETS HAD A NEW PRICE OF $373.00, AND THE 40% DISCOUNT LEFT ME WITH SHEETS THAT COST $223.80. WE I RECEIVED THE INITIAL EMAIL, THE PRICE OF THE SHEETS WERE $298.40 AND I DID JUST WHAT COZY EARTH SAID TO DO FOR 40% OFF, ADD THE CODE '****** ****'. NO WHERE ON THE EMAIL DID COZY EAERH STATE THAT THE PRICE OF THE SHEETS WOULD REVERT TO A HIGHER PRICE! I DIDN'T INITIATE THE CONTACT, THE COMPANY CONTACTED ME! I COULDN'T HELP BUY WONDER HOW MANT PEOPLE FALL INTO THE TRAP OF PLACING AN ORDER, THINKING THEY WOULD PAY ONE PRICE AND END UP PAYING A DIFFERENT PRICE? THIS IS A GIMMICK TO GET PEOPLE SHOPPING FOR SHEETS, ALLURING THEM TO THE IDEA THEY (CUSTOMER) SHOULD GET THESE WONDERFUL SHEETS, AND A DISCOUNTED PRICE, ONLY TO BE TRICKED/MISLEAD/DECEIVED INTO A PRICE NOT ACTUALLY ATTAINABLE! I AM SURE PEOPLE BUY THE SHEETS AT THE MORE EXPENSIVE PRICE AND VOILA`, ANOTHER SALE FOR COZY EARTH. MARKETING TECHNIQUES THAT ARE MISLEADING SHOULD NOT BE ALLOWED. THANK YOU FOR HEARING MY STORY, ***** *********

  

  Business Response

  Date: 03/20/2025

  Hey, 

  I am sorry that you have had this experience so far. It is not our intention to raise any prices after discount codes have been placed. 

  It sounds to us like you have encountered a glitch from our website. We would recommend tryin to use a different browser or device if you try to use 40% off in its full effect. 

  Please note that the site wide sale of 20% does not stack with the 40% off code. If that 40% code has been expired, please feel free to reach out or respond to this. We would love to make sure you are taken care of. 

  Thank you. 
  *****

  Customer Answer

  Date: 03/21/2025

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

  I received an email from Cozy Earth with an enticing offer for a 40% discount. I clicked on the link in the email given to me, and there was a price for the bamboo sheets (King size, Walnut in color) I did the math according to the price shown on my screen for the sheets minus the 40%. I want the price I expected to pay, not the price the computer reverted back and then sent it to me!  I do not want the 'run around' about trying a different browser and all the other suggestions you gave me, none of them worked. You have SINCE stated that the system won't stack discounts, well that isn't my problem as your email stated MINUS 40% off, so I want the price of the sheets shown on MY SCREEN via the email COZY EARTH sent me with the discount code stated in your email! If the price of $179.40 isn't allowed for the sheets YOU ENTICED ME into looking at, then I say FALSE ADVERTISING and MISLEADING on the Cozy Earth end and 'shame on you'!! A marketing ploy to get consumers to buy, while using alluring and misleading advertisements is just wrong! Just give me the price of the sheets as stated in the original email, not bs about the glitches in the system, a statement (promise) is just that!!

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

  

  Business Response

  Date: 03/24/2025

  Hey, 

  I want to assure you once again that we are not attempting false advertising whatsoever, and apologize for any confusion. My goal is to clear this up for you. 

  The price of $179.40 that you did the math for was 40% off of the site wide sale price (20% off) of the sheets which is $298.40. Please note that the base price for king sized sheets is $373. The 40% code is being taken off of the base price of the sheets. This goes back to the discount stacking explained before. The price you received of $179.40 is due to stacked discounts (the 20% sitewide sale then the 40% code added to it). Our system is unable to stack discount codes that add over 50%. 

  Again, our intention is not to falsely advertise. The goal is to simply give you the better deal out of the two that not everyone has the pleasure of receiving. 

  Feel free to refer to our FAQ section of our website if you have any questions, or respond to this with further questions as well. Thank you. 

  Cozy Earth

  Customer Answer

  Date: 03/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It is absolutely absurd that NOW you say that the 40% off is from the BASE PRICE of the sheets, however in your initial email, it stated take 40% now and and so I clicked on the sheets NOW/THEN and added my 40% discount and all of a sudden, the price of the sheets changed magically! A ploy to get people to look at your product and hopefully entice them into a purchase! 

  I went and placed an order with CARILOHA;  (which is a much more reasonable business and their product and customer service is amazing). I no longer want ANY emails or correspondence from Cozy Earth!

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

• Initial Complaint

  Date:03/05/2025

  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 am requesting a refund of $385.42 from Cozy Earth and a return label so that I can return their merchandise to them.I'm incredibly disappointed with the quality of king sheets I purchased from Cozy Earth because the stitching had multiple loose threads. In my opinion, there is no excuse for this when Cozy Earths products are advertised as superior, premium and luxury.I sent an email the day the sheets were delivered on 02.24.25 requesting a return phone call to secure a full refund for my sheets and my membership fee.02.18.2025 $153.71 (membership fee)02.19.2025 $231.71 (sheets) $385.42 Cozy Earths response to my email was an email suggesting I cut the threads and that my membership, of less than one week, was non-refundable. (Their membership is not advertised as non-refundable.)In response to their email, I made the same full refund request along with a request for a return label so I can return their sheets along with their "membership gifts" to their facility.Cozy Earths response was an email telling me they would have someone from the team call me. To date, I have not received a phone call, a return label or a full refund.

  

  Business Response

  Date: 03/06/2025

  Hey *********, 

  I am sorry you have been receiving misleading information and been told that you cannot refund the membership. 

  I would be more than happy to send you a return label, and I would be able to refund that membership as well. 

  If I were to refund the membership, you would lost all of your benefits. Please email me at ******************************** with a confirmation that you would like that membership cancelled, and from there I will send a return label and refund that membership if you'd like. 

  Thank you, 

  *****

• Initial Complaint

  Date:01/31/2025

  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.

  My Order (#*******) was dropped off for return at **** on 1/15/25 using Cozy Earth's return process of a prepaid label. There have been no updates on the **** tracking since 1/17/25, which was 2 weeks ago at the time of writing this complaint. I had called Cozy Earth on 1/28/25 for guidance on my return, and was told by the customer service representative I needed to wait 10 full business days (which would be 1/31/25) until a refund would be issued, as the package would then be considered lost. I called back on 1/31/25 to proceed with said refund but was given inconsistent messaging from the customer service agent I spoke with. I was now told to wait even longer (no time specified). I was also getting pushback saying that I needed to provide receipt of the drop-off, etc. The tracking for the return is from the label Cozy Earth provided - there is no need for a drop-off receipt as the tracking is the same. A manager was unavailable at the time of my phone call, and the customer service agent was unable to provide a time when a manager would be able to call me back. It is not my fault that **** is the tender of choice for your returns, as I would have happily returned the item using ********** etc. If the package is truly lost, it is not on the customer to have to wait for a lost item claim with **** in order to be refunded. Especially when told by the first representative that I would be refunded after 10 business days. The inconsistency with this company's customer service is most disappointing. I am seeking a full refund for my order to resolve this issue, especially given the inconveniences posed by Cozy Earth.

  

  Business Response

  Date: 02/03/2025

  Hi, 

  I am sorry that you have had to experience this back and forth with customer support on your refund. 

  USPS does unfortunately lose packages from time to time, and our support team is trained to be careful in these situation. After inspecting the complaint and your order, I find no reason that you should not have received your refund. 

  I have since processed that refund, and again apologize for the delay on our end with the continuation of pushing this back. I have spoken to the agent on how we can handle this better in the future. 

  Please write back with any additional questions or concerns. That refund should show up within the next 3-5 business days. 

  Thank you, 
  *****

• Initial Complaint

  Date:01/25/2025

  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.

  Can't stop receiving emails from them even though I've unsubscribed many times and complained directly to the company. This is against federal regulations.

  

  Business Response

  Date: 01/27/2025

  Hey Janet, 

  I am reaching out to my communications team to help get you taken off our email list. 

  Please respond if there is any additional information besides the information you have provided. 

  Thank you, 

  Ethan

  Customer Answer

  Date: 02/02/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22858361, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Janet Klass

• Initial Complaint

  Date:01/23/2025

  Type:Order 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.

  Full disclosure this makes me very sad to post as I truly loved the products. I purchased ONE order of 2 pillows and a mattress pad, per the return policy I could return for a handling fee of $11.95. I did not use the items they simply did not fit. They were shipped to me in two boxes: 1) pillows 2) mattress pad. Attempting to return I said I needed two labels to send them back. They said I would have to pay TWO handling fees of $11.95 for two boxes, when that's how they were shipped! Just unbelievable - after arguing with customer service I filed a dispute with B of A. $500 worth of products, plus I bought a membership with them, will never buy again. They're also being sued, we'll see how long they're O's fav.

  

  Business Response

  Date: 01/24/2025

  Hey, 

  Thank you so much for reaching out with us and leaving the feedback. 

  I looked into your account and made sure that I waived fees for order *******. You should not be seeing fees on that order. I have reached out to the warehouse to look out for your order so we can get that checked in and refunded swiftly. 

  Please provide any extra order numbers or information that we may have missed so we can take care of you completely. 

  Thank you, 

  *****

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22850983
  
  I am rejecting this response because: I need a 2nd return label in order to send the products back. They were shipped in two boxes but are for one order. I tried explaining this to support several times but they insisted a 2nd label would mean another fee. It's unbelievably frustrating it is this hard to just get another return label. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 01/27/2025

  Hey Crystal, 

  Our customer support agent reached out to me about this and I let them know to waive any and all fees. 

  Please feel free to reach out to me at ******************************** if you find any additional fees. 

  Thank you, 

  *****

• Initial Complaint

  Date:01/13/2025

  Type:Sales and Advertising 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 for a set of Pajamas with this company that was intended to be a shower gift. I paid $30 for overnight shipping as I needed them asap. The order showed up and was only the pajama bottoms, not the top. I thought maybe it had been shipped separately, and reached out and it took days to finally get a response that no, the top had not been shipped separately. I then had to scramble to get the gift. It took several emails, including one where the required me to photograph my purchase (as if this helps if an item is missing) and they finally set up a return. They are charging me $12 to ship back the item i did receive (even though it's useless to me now) and are refusing to refund my $30 overnight shipping fee, despite the fact that it's their mistake! So, I paid $42 for nothing from this company, and am out this money and a massive hassle due to them making a mistake on my order. What **************

  

  Business Response

  Date: 01/15/2025

  Hey, 

  Thank you so much for reaching out with this feedback. 

  I will be speaking with the respective members of our support team on this matter, ensuring that this won't happen again. 

  I also handled the $12 fee from the return because of the experience you had. Thank you, 

  *****

• Initial Complaint

  Date:01/10/2025

  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.

  Re: Unresolved Order Issues with Cozy Earth
  On December 2, 2024, I placed and paid for an order with Cozy Earth. While I received shipping notification on December 5, the USPS tracking number showed no movement. I contacted customer service on December 12, 2024, and was instructed to wait until December 19 before further action could be taken.
  On December 20, Cozy Earth acknowledged the package was lost and offered to reprocess my order. However, I was then informed that two-thirds of my original items were out of stock. Additionally, the replacement shipment would require a signature upon delivery. To accommodate this requirement, I requested delivery to my billing address instead of the original shipping address to ensure someone would be available to sign.
  Subsequently, I received several emails requesting color substitutions (which I do not want) and shipping address confirmation. Since then, all communication from Cozy Earth has ceased. To date, I have:
  
  Not received any merchandise
  Not received a refund
  Not received any further communication regarding order resolution
  
  I am seeking immediate resolution regarding this order.

  

  Business Response

  Date: 01/15/2025

  Hey, 

  I looked into this order and I see that our customer support team has reshipped this order to you. 

  Please reach out to ******************* if you need anything else with this order. 

  Thank you, 

  Ethan

  Customer Answer

  Date: 01/15/2025

   
  
  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,
  
  
  
  ******** *********