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:03/22/2025

  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.

  Cozy Winters did not accept my return even though I followed their instructions meticulously. They cited that heated socks - which I tried on ONCE to see how they fit - were ‘frayed’ and had ‘lint.’ These were $380 socks plus $20 to try sending it back. They returned the socks to me, and I don’t want them. This feels like a scam. Can one not try on a product that is only available online to see if they like it? Want my money back

  Business Response

  Date: 04/09/2025

  Dear BBB,
  
  The consumer purchased and was shipped a brand new pair of heated socks. 
  
  Per our return policy that the consumer agreed to when they placed their order, states "All items must be returned in new, unused, sellable condition, in the same condition as they were sent...". Also, "Returned items that are damaged, soiled (including pet hair), have odors (i.e. smoke, perfume, pet, etc.) or missing parts are not eligible for a refund. We are not obligated to accept returns if the item is not in the same condition as it was sent."
  
  What was returned to us was a mess and was clearly used and not in new condition. The socks were clearly worn and pilling. We are one of the leading distributors of this product and deal with returns and exchanges every day without issues, but the product returned back to us in this instance was not in the manner it was originally sent to the consumer and is not eligible for a refund. 
  
  We did test the product to make sure it was functioning properly and promptly returned it to the consumer. The consumer has a working product in their possession. 
  
  Sincerely,
  CozyWinters Customer Care

  Customer Answer

  Date: 04/12/2025

  Complaint: ********
  
  
  
  I reject the statement that what I sent back to Cozy Winters was ‘a mess’ and that the socks were ‘clearly worn and pilled.’ I put these socks on - once, and in my house only - to see if I liked them. I did not. I then meticulously followed their very detailed instructions for returning their product. It’s basically my word against theirs at this point. There’s no way for me to prove that I am in the right. I am shocked and disappointed that this company that professes to be reputable would treat a customer in this way. I’ve looked online and seen other, similar complaints by the way. There is definitely a pattern here that should be further investigated so that others don’t go through the same thing. Of course, what I want most is my $400 dollars back, but my sense is that this company is likely making tens of thousands of dollars by scamming customers in this way.
  
  
  
  Regards,
  
  
  
  ***** *********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/02/2024

  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.

  I am writing to file a complaint regarding my recent experience with CozyWinters.com. On 01/14/2024, I purchased a pair of very expensive ski socks from their store. Unfortunately, after trying them on once, I realized they were not suitable for my needs. I promptly returned the socks in their original packaging, ensuring that they were in new condition.
  
  However, my return was rejected based on minor technicalities:
  
  Pilling on the Socks: The socks had some extremely minor pilling, which could have been present from the manufacturing process or occurred during my single try-on. I believe this should not disqualify the return, as it does not affect the functionality or resale value of the product. I have attached the two pictures that CozyWinters has cited as evidence.
  Packaging Issues: While I made every effort to put the packaging back in its original form, there were minor discrepancies. However, the packaging was still intact and in new condition. Rejecting the return based on these small deviations seems unreasonable.
  I kindly request your assistance in resolving this matter. I believe that as a consumer, I have the right to return products within a reasonable timeframe if they do not meet my expectations. I am seeking a fair resolution in the form of a refund.
  
  Please find the details of my purchase below:
  
  Purchase Date: 01/14/2024
  Amount: $474.95
  Order Number: ****** **** ************ * appreciate your attention to this issue and hope for a swift resolution. Thank you for your assistance.

  Business Response

  Date: 03/25/2024

  Dear BBB,

  Here is a recap of this order.

  Consumer Reason for Return: Wife does not like their fit, they bunch in up in her ankles
  
  - RMA received 2/21/24 and inspected
  
  CONDITION OF ITEM: The return has been refused. The socks are worn, pilling is apparent, hair is embedded into the socks, they cannot be resold. Photos have been taken.
  
  - RMA WAS REFUSED on 2/22/24.
  
  THE RETURN DID NOT MEET OUR RETURN POLICY: 

  All items must be returned in new, unused, sellable condition, in the same condition as they were sent, in the original manufacturer's packaging (including the packaging the item was shipped in or comparable shipping packaging), with all paperwork, parts and accessories to ensure full credit.
  
  Returned items that are damaged, soiled (including pet hair), have odors (i.e. smoke, perfume, pet, etc.) or missing parts are not eligible for a refund. We are not obligated to accept returns if the item is not in the same condition as it was sent.

  The Consumer agrees to these policies when placing an order. The Consumer has the product in their possession.

  Sincerely,

  Customer Service

• Initial Complaint

  Date:03/14/2023

  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.

  From CozyWinters I purchased a pair of "Lenz heated socks 5.0 Toe Cap" in size "INT XL US12-13" for my men's size 12 feet. They fit snugly without the battery packs attached. When I tried ther socks on with the heater batteries snapped onto the cuffs and rolled the cuffs down as instructed, the socks became uncomfortably tight.
  
  I requested and received an authorized "RMA" (return) number ************ from CozyWinters and returned the socks within the required time period. I explained that the tear in the inside manufacturer's box was there when I opened it and that I was not responsible for the tear. CozyWinters opened the shipping box, taped it back up, and wrote on it that the return was not accepted and for it to be returned to sender. CozyWinters did not provide an explanation why they rejected the return nor did they refund the $437 they charged to my credit card. This is the first negative or dissatisfied customer review I have ever written.

  Business Response

  Date: 04/04/2023

  Dear BBB,
  
  
  The consumer purchased and was shipped a brand new pair of heated socks. 
  
  
  Per our return policy that the consumer agreed to when they placed their order, states "All items must be returned in new, unused, sellable condition, in the same condition as they were sent...". Also, "Returned items that are damaged, soiled (including pet hair), have odors
  (i.e. smoke, perfume, pet, etc.) or missing parts are not eligible for a
  refund. We are not obligated to accept returns if the item is not in
  the same condition as it was sent."
  
  
  What was returned to us was a mess and was clearly used and not in new condition. The socks were clearly worn and pilling. We are one of the leading distributors of this product and deal with returns and exchanges every day without issues, but the product returned back to us in this instance was not in the manner it was originally sent to the consumer and is not eligible for a refund. The condition of the packaging was not a consideration in this decision.
  
  
  We did test the product to make sure it was functioning properly and promptly returned it to the consumer. The consumer has a working product in their possession. 
  
  
  Sincerely,
  CozyWinters Customer Care

  Customer Answer

  Date: 04/04/2023

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

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/02/2023

  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.

  Returned product using the merchants RMA labeling
  received email they received it
  11-30-2022 received email they processed the credit
  Todate no refund received

  Business Response

  Date: 02/02/2023

  Received email from business:

  **** ******
  ***********
  **** *** ** **** ** *** ***** ****
  ** **
  
  Hi ******
  
  I did search further and could not find the original complaint in our email system.
  
  I'm not seeing a link to respond to this. I called your office, but keep getting your voicemail. I spoke to someone there and she suggested I respond to this email with the details.
  
  This consumer requested a Return on one of the products she ordered from us. We issued the Return Authorization and she immediately filed a Chargeback with her Credit Card company.
  
  We accepted the chargeback. Thus there was nothing further for us to do. She keeps asking for a Refund, but does not understand that our acceptance of her Chargeback "is" her refund, and of course we're not going to double refund her.
  
  Below is the last email we sent the consumer on 1/3/2023. Also the attachment that we sent her is attached to this email.
  
  There is NOTHING further we can do for this consumer since she has already received her refund through the Chargeback process with her credit card company. If she feels that didn't happen then she needs to contact her credit card company.
  
  Please confirm receipt of this email.
  
  Please let me know if you have any questions or need any additional information.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/02/2023

  **** ******
  ***********
  *** ** ***** **** ** *** ***** ****
  ** **
  
  ** ******
  
  
  
  This consumer requested a Return on one of the products she ordered from us. We issued the Return Authorization and she immediately filed a Chargeback with her Credit Card company.
  
  We accepted the chargeback. Thus there was nothing further for us to do. She keeps asking for a Refund, but does not understand that our acceptance of her Chargeback "is" her refund, and of course we're not going to double refund her.
  
  Below is the last email we sent the consumer on 1/3/2023. Also the attachment that we sent her is attached to this email.
  
  There is NOTHING further we can do for this consumer since she has already received her refund through the Chargeback process with her credit card company. If she feels that didn't happen then she needs to contact her credit card company.
  
  Please confirm receipt of this email.
  
  Please let me know if you have any questions or need any additional information.
  
  Sincerely,
  
  **** ******
  
  ==================================================================================
  ---- Forwarded message ----
  ******** *** ****** *******  * ***** ******
  ***** **************** ******** ******** **********************
  ***** **** ** *** **** ******** *****
  *** *******************
  
  *******,
  
  There was no refund to issue as we accepted the chargeback you initiated for the amount of $89.95. Please see attached document.
  
  Your credit card company should have place those funds back to your credit card as when you do a chargeback and we accept your chargeback then the transaction is handled by your credit card.
  
  Please let us know if you do not see a credit to your credit card on your November or December Statement. We may have to have your credit card company get involved.
  
  Thank you!
  
  Sincerely,
  
  CozyWinters**** ******** *******
  **************
  ***************************
  
  
  On Mon, 02 Jan 2023, ******************* wrote:
  > Here we go again. You said you would refund my cc after 30 days still
  > nothing.Please send me my refund!!!On 11/30/22 6:52 PM, CozyWinters****
  > Customer Service wrote:*******,
  >
  > Your refund for the cozy-legs-2-flat-panel-heater is via your chargeback.
  >
  > Case Number: **************
  > Reference Number: ***********************
  > Kind: Chargeback
  > Amount Disputed: $89.95 USD
  >
  > We accepted your chargeback and your credit card company should update
  > you. If not, please check with your credit card company.
  >
  > Thank you!
  >
  > Sincerely,
  >
  > CozyWinters**** ******** *******
  > **************
  * ***************************