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: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 am filing a complaint against Cozy Earth regarding my exchange request for order #*******. The issue started with a delay in processing my exchange, and after contacting customer support, I was assured it would be handled within a week. However, the delay continued, and I was referred to an employee named ******.When ****** returned my call on September 17, 2024, he claimed that the items I returned were missing a blanket, which I had included due to excessive linting and pilling. I can confirm all items, including the blanket, were returned. Additionally, ****** raised concerns about a previous order, claiming missing or incorrect items. When I disputed these claims, ****** resorted to threats, stating:He would press charges against me.He would investigate my credit history and purchase records.He would close my financial accounts.Furthermore, ****** informed me that the items I returned would not be processed for exchange or returned to me due to missing items from an unrelated order. He stated that I owed Cozy Earth money, and therefore, the items would be withheld.These actions are deeply concerning and may violate consumer protection laws. Threatening to access my financial records and withholding my returned items without clear justification is both intimidating and unlawful.I request the BBBs intervention to ensure:A prompt resolution of my exchange request.An investigation into ******** conduct.A review of Cozy Earths practices to ensure compliance with consumer protection laws.I trust this does not reflect Cozy Earths usual practices and hope for a swift resolution.

  

  Business Response

  Date: 01/08/2025

  Dear *****, 

  We appreciate the opportunity to address your concerns. Upon reviewing the details of your claim related to order #*******, the return states that the items that were supposed to be returned were the cashmere fringe blanket and the bamboo coverlet. While we did receive the coverlet, we found that the blanket returned was actually the cloud knit blanket in charcoal, which is associated with order #*******. As this was an incorrect item for the refund request, the refund is ineligible for processing. However, if you return the correct cashmere blanket, we would be happy to proceed with your refund. Our website and policy states that we only refund items associated with that respective order that are returned to our warehouse with proof. It also states that any items that are not Cozy Earth products are ineligible for a refund. 

  We also apologize for any conduct you may have experienced during your communication with ******. Please be assured that we are addressing this matter internally.
  Should you have any further questions or need assistance, please do not hesitate to reach out.

  Thank you for your understanding,

  *****

  
  

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22776484
  
  I am rejecting this response because:
  
  

  I am confident that I returned the correct items associated with order #*******the cashmere fringe blanket and the bamboo coverlet. I feel that the situation is not being handled in good faith and am concerned that the return is being refused without proper consideration of the facts.

   

  
  Sincerely,
  
  ***** F

  

  Business Response

  Date: 01/15/2025

  Hey, 

  Thank you for reaching out again. 

  Our returns department shows that the cloud knit blanket in charcoal was sent back, in pictures as well. There was no cashmere blanket shown as a part of this return, only an incorrect blanket. 

  We would be more than happy to take care of you, but we have to receive any proof or evidence on our end of the cashmere blanket being received to our warehouse. For a blanket at that price point we have to follow the facts we see on our end. 

  If you can provide any proof of the blanket being sent out, we can refund you. As it stands now, we are unable to provide that. Please write back with any questions or concerns. Thank you. 

  *****

• Initial Complaint

  Date:01/03/2025

  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 purchased a set of Navy PJ’s for a gift. When she opened them, she told me they didn’t match. Since these are $195.00, she figured they should match, so she told me.
  I’ve been in contact with Cozy Earth by email. They first said they were out of stock. So, try later. Then, I asked them to send the replacement as soon as in stock. And I said I’d take any color since I read the Navy never match. So, they say they will send another, but it will be a final sale. No returns. I replied that as long as it is what I ordered and not defective, that is fine. Then, I received an email addressed to a different customer basically stalling her in getting a refund. So, I came here to BBB and read all these reviews. And I read the exact issue I’m having. I am still being told, do this, then we will send the replacement. Now they want photos. Not sure what they will want next. I’m surprised, since this company was recommended by Oprah. I thought it was a reputable company.
  BTW I purchased another item. It is fine…still they are hassling me about this defective product.

  

  Business Response

  Date: 01/06/2025

  Hey ********, 

  I am glad that we were able to speak over the phone. 

  I anticipate sending you the replacement soon. 

  Thank you, 

  Ethan

• Initial Complaint

  Date:01/02/2025

  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.

  I purchased items in October that were too small. I returned for a credit of $178.11. I received a credit of $178.11 to use on **************************. I placed an order in December using discount code. Cozy earth wont permit you to use a discount code and your store credit even though the store credit is money you paid them previously.

  

  Business Response

  Date: 01/03/2025

  Hey, 

  Thank you so much for reaching out with the concern. 

  I understand completely the frustration that you cannot use a discount code on top of money you have paid previously. 

  If you call our customer support they would be more than happy to get this resolved for you. 

  Thank you, 

  *****

  Customer Answer

  Date: 01/07/2025

   
  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:12/28/2024

  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.

  Ordered sheets 12/1. Get tracking updates through 12/5. Then they stopped. Messaged company 12/15, thinking I was just being impatient. They also said due to the time of year, please allow extra time for delivery. I attempted to raise concerns 3 more times, including asking how to enact my purchase protection. Have not heard back from any of the three attempts.

  

  Business Response

  Date: 12/30/2024

  Hey, 

  I see that you had contacted our customer support via phone call and they were able to help you out. 

  Please reach back out if you need anything at all. 

  Thank you, 

  *****

• Initial Complaint

  Date:12/13/2024

  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.

  Purchased advertised sheet set on 8/19/24 order # *******. After following manufacturer instructions for care, sheets and pillow cases have shrunk to the point where they can not fit my King size bed anymore. Called customer service and they advised me to submit a warranty claim. Submitted warranty claim on 11/26/24 and did not receive a response. Contacted Cozy Earth customer service on 12/12/24 to advise of status, representative indicated warranty complaint got lost. I inquired how can we proceed, representative wants me to send a picture of a tape measure next to the sheets. Very appalling and frustrating since I had already sent 12 Pictures on 11/27/24 with shrinkage very visible on sheet set and pillow cases. The company does not honor their warranty nor provide sufficient communication to resolve issue on sheet set products that cost $300+. The reason I ordered the product was because of the 100 night sleep trial and warranty that came with such an expensive item.

  

  Business Response

  Date: 12/16/2024

  Hey ******,

  Thank you so much for leaving the feedback with us. We appreciate what you have to say. 

  I looked into this and it seems like there is a replacement, for free, that is on its way to you. This replacement is completely free. 
  

  You had mentioned that there is the 100 day trial for our products, but when it comes to warranties, our warranty covers our products for 10 years. 

  I will speak to our customer service team and make sure that this kind of experience doesn't happen for you or any of our other customers. 

  Thank you so much and please reach back out if you ever need anything. 

  *****

• Initial Complaint

  Date:12/04/2024

  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.

  I placed an order for multiple clothing items recently. One item was marked as 'Final Sale' meaning, and was marked down as such. Upon receiving the item (Day 1) the zipper on the shirt came completely off. I reached out to customer service who said 'no problem' fill out a form online. I did so and was told there was no recourse as it was a final sale. While I understand a final sale I wouldn't expect to return for sizing, color, style, etc., if/when I received a defective product from an online purchase I would expect a new item to be sent out to me. As it was an online sale, it's not like I could physically inspect the item on the shelf to make sure it worked. It's no different than them sending me an item with a rip or tear in it.

  

  Business Response

  Date: 12/05/2024

  Hey *****, 

  Please respond to my email that I have left you concerning this matter. I would love to help you out concerning this matter. 

  Thank you, 

  *****

  Customer Answer

  Date: 12/07/2024

   
  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:06/13/2024

  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 ordered a set of pajamas that never got delivered and bought the shipping protection plan. This was supposed to be a gift and need this ASAP so I called in and the company was able to reship the item thankfully. The item then arrives damaged which was so upsetting and at that point I just wanted to return them. Apparently, I could not return the pajamas at that point and now stuck with a damaged set of pj's I cannot gift or use. **************** is absolutely horrible with this company.

  

  Business Response

  Date: 06/14/2024

  Hey *******, 

  Thank you for the feedback and reaching out about this. 

  Please respond to the email that was sent out to you, I would love to help you get taken care of. 

  Thank you, 

  *****

• Initial Complaint

  Date:06/11/2024

  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.

  May 21, 2024 my order of California ****************** ##*******) was delivered. After the first wash according to the instructions, threads were coming loose on the top and bottom sheets. The Cozy Earth company says they have a 10 year warranty on their products and so I filed a claim with pictures. They denied my claim and told me to just trim the loose threads. I responded that I have bought much cheaper sheets that didn't have loose threads after the first wash and this is a workmanship issue that should be covered under their warranty. They have refused to respond or make this right. This company doesn't have a quality product and doesn't stand by their 10 year warranty claim. I would like replacement sheets mailed to me per their warranty claim. They have all the photos of the sheets I sent them.

  

  Business Response

  Date: 06/12/2024

  Hi ******,

  After further investigation, from the pictures you submitted on the warranty claim, it looks like the sheets are not Cozy Earth sheets. The tag clearly states that the product you have is made from microfiber and rayon fibers, of which we do not use at Cozy Earth. Similarly, the tag says the color is Creme, to which you ordered and received our Driftwood color. If you are not satisfied with the product, we would be happy to set up a return for a refund.

  Thank you!

  Ashlyn

  Cozy Earth

• Initial Complaint

  Date:05/02/2024

  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 #*******, purchased a matching pj set but when set arrived the top and bottom did not match. Tried exchanging for a new set given that they explained this can happens sometimes as each piece is dyed separately. However, the replacement set was exactly the same. Decided I wanted to return given this is a $200 set and clearly I wasn’t going to be able to get a matching set. Was then informed I’d be charged a handling fee ($12 for now each set I had since they sent me an exchange) in order to return. Entirely unacceptable that you advertise yourself as a “luxury brand” but charge hidden fees because apparently it’s too much to ask that your $200 pj set matches.

  

  Business Response

  Date: 05/03/2024

  Hi *****,
  
  Thank you for taking the time to speak with me on the phone today. Again, I do apologize for the miscommunication between the matching top and bottom on the Navy Pajama Set. As mentioned on the phone, you will not be charged any fees for exchanging the items that you did receive for the Powder Blue color. Thank you for your time today.

  Stay Cozy,

  Ashlyn

  Customer Answer

  Date: 05/06/2024

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

  Mismatching sets is a known issue with the navy color but no effort was made to inform me of this when customer service advised an exchange or offering other alternative colors to avoid this situation. I also spoke with at least 5 different customer service representatives, all of which told me a fee would be required to return the mismatch set. It took me making a formal complaint beyond the company directly to be offered a full refund. It also appears in an email from the company that I was charged a fee for exchanging in the powder blue.

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

  

  Business Response

  Date: 05/08/2024

  Hi *****,

  As per our emails, we do apologize for the inconvenience of the mismatching Navy Set and the variation in responses from the Customer Service Reps that you spoke with. I want to ensure you, yet again, that you will not be charged any fees for the exchange of the Navy to the Powder Blue. Thank you for your patience in working with me to resolve this issue.

  Best,

  Ashlyn

• Initial Complaint

  Date:05/02/2024

  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.

  I have been harassed multiple times by Hunter S**** through email. He works at cozy earth and he has upset me and bothered me, harassed me, very rude and I want to report him, specifically. I have emails as needed. He gave me a coupon code. Never told me I could use it only once and then said I committed fraud for placing 100 orders in his eyes, but it wasn't that many. I heard from him recently again. Something needs to be done and he needs help.

  

  Business Response

  Date: 05/03/2024

  Hi ******,

  We regret to learn about your recent experience. Ensuring our customers feel respected and valued is paramount. Regarding the coupon code issue, it's important to clarify that our company policies clearly delineate the terms and conditions governing coupon usage, including any restrictions on redemption frequency per customer. However, we apologize for any confusion or lack of clarity in communicating these terms.
  
  Regarding the allegation of fraud, please understand that it is not our intent to make unfounded accusations against any customer. Our team may flag instances of unusually high coupon code usage for further examination, aimed at upholding the integrity of our promotions. As part of this process, Hunter reached out to you to address the repeated misuse of discount codes, following directives from higher management to deter the creation of fake email addresses for exploiting discounts. We have asked several times that you refrain from purchasing with Cozy Earth. If you would like communication to cease, we ask that you no longer purchase from us.

  Best,

  Ashlyn

  Customer Answer

  Date: 05/06/2024

  
  
  Better Business Bureau:
  
  
  Please stop sending me coupons. As attached. Im closing this case. Hunter is not a good person, he could've handled it much better and not so immature. I will be very glad not to shop with you. 

  Many blessings. ??
  
  
  
  ****** ***