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Business ProfileforCosy House Inc.
Online Retailer
Additional business information
Additional Info:
BBB has received a pattern of complaints concerning non delivery of products. Consumers report that they are not receiving items they have purchased online from this company.
The business website, www.cosyhousecollection.com, was created 7/9/2015 and has no identifiable ownership, per Whois.com.
Sunbiz reports multiple businesses at this business address.
This business is also selling the bedding and bath linen products through Amazon.
In January 2021, BBB contacted the business requesting information as to why the business believes the customers are filing the complaints, and what actions the business has taken to help eliminate the causes of complaints.
The business responded to the BBB inquiry with the following.
"Cosy House Inc. is a direct to consumer eCommerce brand with headquarters in Clearwater. We make bedding and home good products. We are very aware of the current issues and working tirelessly to resolve them. As many other companies have been affected by delayed shipments during the holidays. The recent issues we have experienced are not typical of our business as you can see from reviews associated with some of our several sales channels like Amazon where all our reviews are on average 4.5 stars or better."
"Beginning During Black Friday our company received an unprecedented surplus of orders well beyond our initial planned seasonal influx. I think this came as a shock to many. No one knew how drastically Covid would create such a huge change in consumer behavior during their holiday shopping. We immediately ramped up our output of orders to accommodate the growth in sales but our shipping providers began capping the number of orders we could ship per day. This meant that although we packed and prepared orders shipping providers would not pick them up. Creating serious logistical issues including storage constraints in our warehouses. I am working with them now to provide you with documentation of the restrictions they put in place. This created significant delays for many customers. This created a serious issue that persisted through the holidays and was only agitated by delayed inventory shipments due to similar backlogs in freight shipments due to Covid19. We also provide in house customer support which quickly became overwhelmed with customers needing order status updates and upset regarding delays we had no control over."
"Since we maintain our distribution network we began working internally to ramp up our output and staffed up to having our 2 locations Clearwater and Las Vegas to work 7 days a week 24 hours a day but we were limited on expansion due to space constraints ensuring our teams were still properly socially distanced. In accordance with best practices, we emailed customers notifying them regarding the backlogs and delays. We updated all our inbound call ques, email responses, and all communications to ask our customers to please be patient with us. We also increased our Customer Service staff to its max capacity even asking some teams to work from home whenever possible to increase the number of seats we had available while still maintaining good social distancing in the office. Customer Service runs 7 days a week with phone coverage every day from 8 am - 8 pm and live chat until 2 am EST with teams working at both our locations to assist customers.We worked tirelessly with shipping providers to negotiate increases to our daily caps. We worked on onboarding additional carriers (such as OnTrac, DHL and Lasership) as backup options if the major 3 carriers encountered congestion again."
The business website, www.cosyhousecollection.com, was created 7/9/2015 and has no identifiable ownership, per Whois.com.
Sunbiz reports multiple businesses at this business address.
This business is also selling the bedding and bath linen products through Amazon.
In January 2021, BBB contacted the business requesting information as to why the business believes the customers are filing the complaints, and what actions the business has taken to help eliminate the causes of complaints.
The business responded to the BBB inquiry with the following.
"Cosy House Inc. is a direct to consumer eCommerce brand with headquarters in Clearwater. We make bedding and home good products. We are very aware of the current issues and working tirelessly to resolve them. As many other companies have been affected by delayed shipments during the holidays. The recent issues we have experienced are not typical of our business as you can see from reviews associated with some of our several sales channels like Amazon where all our reviews are on average 4.5 stars or better."
"Beginning During Black Friday our company received an unprecedented surplus of orders well beyond our initial planned seasonal influx. I think this came as a shock to many. No one knew how drastically Covid would create such a huge change in consumer behavior during their holiday shopping. We immediately ramped up our output of orders to accommodate the growth in sales but our shipping providers began capping the number of orders we could ship per day. This meant that although we packed and prepared orders shipping providers would not pick them up. Creating serious logistical issues including storage constraints in our warehouses. I am working with them now to provide you with documentation of the restrictions they put in place. This created significant delays for many customers. This created a serious issue that persisted through the holidays and was only agitated by delayed inventory shipments due to similar backlogs in freight shipments due to Covid19. We also provide in house customer support which quickly became overwhelmed with customers needing order status updates and upset regarding delays we had no control over."
"Since we maintain our distribution network we began working internally to ramp up our output and staffed up to having our 2 locations Clearwater and Las Vegas to work 7 days a week 24 hours a day but we were limited on expansion due to space constraints ensuring our teams were still properly socially distanced. In accordance with best practices, we emailed customers notifying them regarding the backlogs and delays. We updated all our inbound call ques, email responses, and all communications to ask our customers to please be patient with us. We also increased our Customer Service staff to its max capacity even asking some teams to work from home whenever possible to increase the number of seats we had available while still maintaining good social distancing in the office. Customer Service runs 7 days a week with phone coverage every day from 8 am - 8 pm and live chat until 2 am EST with teams working at both our locations to assist customers.We worked tirelessly with shipping providers to negotiate increases to our daily caps. We worked on onboarding additional carriers (such as OnTrac, DHL and Lasership) as backup options if the major 3 carriers encountered congestion again."
Additional Info:
Cosy House, LLC., is owned by Wholesome Goods, Inc. that lists management/owners as Ms. Alma Wiseman, COO, Mr. Carlos Ordonez Gil, CFO, Mr. Marty T. Sullens, CEO, and Mr. Eliahu Goldenberg, Risk Manager. The above are also listed as management/owners for Aloe Infusion, LLC., Argan Cosmetics, LLC., Pupgrade, LLC., Wholesome Ventures, LLC., Fitwear Clothing, LLC., WHQ, LLC., XOVE, LLC., Glory & Steel, LLC., Freshfit Home, LLC., Not A Studio, LLC., Cosy House, LLC.
A separate BBB Business Profile for these businesses is available at:
https://www.bbb.org/us/fl/clearwater/profile/brand-development/wholesome-goods-inc-0653-90400591
https://www.bbb.org/us/fl/clearwater/profile/skin-care/argan-cosmetics-llc-0653-90400596
https://www.bbb.org/us/fl/clearwater/profile/skin-care/aloe-infusion-0653-90211224
https://www.bbb.org/us/fl/clearwater/profile/animal-health-products/pupgrade-llc-0653-90389061
https://www.bbb.org/us/fl/clearwater/profile/skin-care/wholesome-ventures-llc-0653-90400600
https://www.bbb.org/us/fl/clearwater/profile/clothing/fitwear-clothing-llc-0653-90400597
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/whq-llc-0653-90400598
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/xove-llc-0653-90400601
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/glory-steel-llc-0653-90388547
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/freshfit-home-llc-0653-90400603
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/not-a-studio-llc-0653-90400604
A separate BBB Business Profile for these businesses is available at:
https://www.bbb.org/us/fl/clearwater/profile/brand-development/wholesome-goods-inc-0653-90400591
https://www.bbb.org/us/fl/clearwater/profile/skin-care/argan-cosmetics-llc-0653-90400596
https://www.bbb.org/us/fl/clearwater/profile/skin-care/aloe-infusion-0653-90211224
https://www.bbb.org/us/fl/clearwater/profile/animal-health-products/pupgrade-llc-0653-90389061
https://www.bbb.org/us/fl/clearwater/profile/skin-care/wholesome-ventures-llc-0653-90400600
https://www.bbb.org/us/fl/clearwater/profile/clothing/fitwear-clothing-llc-0653-90400597
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/whq-llc-0653-90400598
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/xove-llc-0653-90400601
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/glory-steel-llc-0653-90388547
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/freshfit-home-llc-0653-90400603
https://www.bbb.org/us/fl/clearwater/profile/online-retailer/not-a-studio-llc-0653-90400604
At-a-glance
Related Categories
Business Details
- Location of This Business
- 5355 115th Ave N, Clearwater, FL 33760-4840
- BBB File Opened:
- 10/31/2018
- Years in Business:
- 8
- Business Started:
- 11/3/2015
- Business Incorporated:
- 11/3/2015
- Type of Entity:
- Corporation
- Business Management
- Mr. Marty T Sullens, CEO
- Ms. Alma Wiseman, COO
- Contact Information
Principal
- Ms. Alma Wiseman, COO
Customer Contact
- Mr. Marty T Sullens, CEO
- Ms. Alma Wiseman, COO
- Mr. Carlos Ordonez Gil, CFO
- Mr. Eliahu Goldenberg, Risk Manager
Customer Complaints
58 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
02/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
My husband ordered a TWO PACK of King size pillows for us from this companies website. The pillows were to arrive by 2/26/24. On 2/26/24 we received ONE King size pillow in the mail. We immediately contacted the company via email, no response after 72 hours. However, we were able to chat with someone online regarding the pillows and they claimed they were coming in two separate order, from two separate parts of the world?? But would be here by the date listed... Long story short, it's 2/29/28 and the second pillow isn't here. I would like it delivered ASAP or just a refund, because it appears my other pillow isn't truly coming. I believe a mistake happened. They sent a single pack instead of a two pack. They could easily fix this. Either way, we paid for TWO pillows (was supposed to be a 2 pack - meaning two in one pack I would have thought) and we only received one pillow. PLEASE FIX THIS ISSUE ASAP! I would not recommend this company. I have attached proof of everything I've said.
Read MoreCustomer Reviews
29 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Michelle K
1 star
03/07/2024
I bought 4 robes from Cozeyhouse that were long fluffy beautiful robes on the website. What I got was a joke. Thin, cheap material that was around knee length and I am so upset. Around $200 flushed down the drain. When I tried to return they offer me a $28 dollar refund because shipping fees would be expensive for me according to them if I tried to send back my items. Do Not Recommend!
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