ComplaintsforCozy Earth, LLC

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi. This ORDER #******* was returned 3 weeks ago. **************** said the refund would take up to three weeks. Im still waiting for the refund. And now theyre telling me to keep waiting. I would like my money back. I have been patient and adhered to their request of three weeks. Theyre keeping my money hostage. Per *** 1Z2V27390391637116 Delivered OnMonday, March 25 at 9:54 A.M.at Dock View Details Delivered To *************, ** USReceived By:***** Tracking Number 1Z2V27390391637116 *********** Ground Weight ***** LBS Shipment Category Package Shipped / Billed On

  

  Business response

  04/15/2024

  Hey ****,

  We just called and left you a voicemail regarding this return. There were  a few things that seemed off and we would like for you to give us a call back so that we can take care of you and get you your refund. 

  We also wanted to let you know that we reached out to our fulfillment center who receives these returns, and we asked them to check on this and get back to us on it. 

  Thank you

  Customer response

  04/15/2024

   
  Complaint: 21569983
  
  I am rejecting this response because:
  ******* said the refund would be done within three weeks and This was returned over 3 weeks ago and still no refund,, I will accept the response from the business when the refund is completed. Per ups 

  1Z2V27390391637116
  
  Delivered OnMonday, March 25 at 9:54 A.M.at Dock
  
  View Details
  Delivered To
  *************, ** USReceived By:*****
  
  
  Tracking Number
  1Z2V27390391637116
  Service
  
  UPS Ground
  
  Weight
  23.10 LBS
  

  
  Sincerely,
  
  B ****

  

  Business response

  04/16/2024

  Hi ****,

  It doesn't look like you have called or emailed ** back just yet. We are hoping to speak with you regarding this return. 

  Just so you know, our fulfillment center has not received your return just yet and due to some other factors, we would like to speak with you over the phone about this. 

   

  Let me know, thanks.

  Hunter 

   

  Customer response

  04/16/2024

   
  Complaint: 21569983
  
  I am rejecting this response because:
  I emailed you back yesterday. 
  Sincerely,
  
  **********

  

  Business response

  04/17/2024

  Hello

  I have called you once again with the hopes to speak with you over the phone regarding your return but had no luck connecting with you.
  Not being able to speak over the phone with you along with us still not locating your return, is making it more difficult to be able to issue the refund.

  I just emailed you back with my teams phone number and look forward to speaking with you. 

  Thank you,

   

   

  Customer response

  04/17/2024

   
  Complaint: 21569983
  
  I am rejecting this response because: still waiting for completed refund. All items returned. Spoke with hunter who said ***** cannot locate all contents of package. Package was dropped off at cvs *** drop off point in original bag packaging. They need to check with ***** and *** again to investigate further. 
  
  Sincerely,
  
  B ****

  

  Business response

  04/19/2024

  Good Morning,

  I have sent you an email concerning this. Please check it at your soonest convenience.

  Thank you. 

  Customer response

  04/19/2024

   
  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.
  The business provided the full refund for order returned.
  Sincerely,
  
  **********

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order ******* was returned back to cozy Earth on 2/9/24. as of 3/4/24, I still do not have my refund. **************** keeps telling me on repeat that the warehouse needs to inspect the package. It is not courteous to take a month to inspect returns. Please inspect the package and process my refund immediately.

  

  Business response

  03/05/2024

  Hi *******,

  We apologize for the delay in processing your refund for Order. We understand your frustration with the extended wait time, and we sincerely apologize for any inconvenience caused.
  

  We're pleased to inform you that we issued the refund yesterday, and you should see the funds reflected in your account shortly.

  We apologize for the delay in resolving this matter and appreciate your patience throughout the process. If you have any further questions or concerns, please don't hesitate to contact our customer service team. Thank you for bringing this to our attention, and we appreciate your understanding. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased online two items..... the item in question is their Women's Bamboo Rib Knit Tee Navy XXL $105.00 Ordered on 2/18/24. Received on 2/23/24 On 2/24/24, I emailed thru website to exchange the above item, website wouldn't let me process the claim so I emailed their customer support. This company's products are expensive, at least they are for **** didn't want a refund I wanted to exchange for a smaller size. Was told basically too bad, you purchased a product that they consider We Made Too Much Offer and you are stuck.I asked how does an exchange affect your stock..... I have a tee that is completely unusable for me.Asked to have a supervisor take a look, was told NO No one can change anything.In the mean time the online site the item went from $105 to $84 They offer a discount spin and I got $50.00 off.... asked if I could purchase a new size at $84 apply the $50 credit and pay the an additional $34 Was told No ?? I do not understand this I got an email in return stating that the price had gone down to $57.75 but I can't use the discount at that price - seriously the price has gone from $105 to $57.75 in a week. If i bought two shirts at $57.75 for $115.50 I paid $105 I could owe $10.50 And two shirts would be out of their stock Their answer is to pay $105 for one that I can't use and $57.75 for another = $162.75 for two tee shirts. Was told they would NOW speak with the internal team - and that they value my satisfaction. They answered within a short period, the answer remains the same NO working this out.I bought two items as a set and now have NO SET.... just the capri pants and a tee that will have to go to Goodwill.Doesn't seem fair or supportive customer service. There were other items I was considering purchasing but this brand is apparently out of my league.Order # *******

  

  Business response

  02/27/2024

  Hi *****,

  We apologize for the frustration you've experienced with the exchange process. We understand your disappointment and are here to assist you.
  We'd like to clarify that items marked as "We Made Too Much" are typically final sale and may not be eligible for exchange or return. However, we understand your desire to exchange for a different size, and we apologize for any confusion or inconvenience this has caused.
  Regarding the price adjustment on the item, we're sorry for any confusion caused by the fluctuation in price. We strive to provide fair and transparent pricing to all our customers.
  Although our initial response may not have met your expectations, we appreciate your feedback and are committed to finding a resolution.
  Please feel free to go ahead and initiate the exchange process through our website. If you encounter any difficulties, please don't hesitate to reach out to our customer support team for assistance as I have added notes on your account stating that we will make the exception for you on this order. 
  Once again, we apologize for any inconvenience this situation has caused and thank you for your patience and understanding. We value your satisfaction as a customer and are committed to resolving this matter to your satisfaction.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received this as a Christmas present but unfortunately their sizing was off. Sent the item back to cozy earth to be returned and exchanged (had tó pay for their shipping label) but they lost them and wont help me. I have spent countless of hours trying to get a hold of someone, calling, chat and been emailing with them dozens of times and they just give me the run around. I have never ever had such horrendous unacceptable customer service experience with any brand , specially considering their high end pricing. This is over $136 (plus paying for return) worth of merchandise they wont refund me for or even help in any way to find out why the shipment was lost and work with the post office. I have a tracking number and it’s clear the package just disappeared after a month (!) of making its way through. Thank you for the wonderful Christmas present cozy earth!! We will be sure to get the word out there about how horrible and unacceptable you are so no one else ends up like us.

  

  Business response

  02/13/2024

  Hi ****,

  I looked into this and this is not how the process should have been handled by our team and I am sincerely sorry.

  I can call you later today but I did just send over an email to you and am looking forward to speaking with you to get this resolved ASAP. 

  Thank you,

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a shirt and it has a warranty on all clothing but the shirt had a small run when it arrived so I filed their claim process and was told that it was not eligible. I paid a lot for a shirt because it had a warranty against defects. Now I want a new shirt or my money back! I sent pictures that clearly show the damage. Order no. *******, item no. BRKLSSUXL6007

  

  Business response

  02/01/2024

  Hi ****,

  We are very sorry to hear this!

  I just reached out to you in the hopes that we can find a solution!

  Thank you,

  Hunter

  Customer response

  02/01/2024

   
  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

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the Linen Bamboo sheet set from Cozy Earth on Jan. 14, ****. Order # *******. I paid ****** for the set because it was a sale. I received my sheet set on Jan. 23, **** and put them on my bed the following day. I did not wash the sheets prior to use (I normally do). I washed the sheets today as directed on labeling and after removing from dryer they had a hole in the one pillow sham. I noticed on the company website the products have a 10 year warranty. I was thinking that a replacement could be sent out to me because there is nothing wrong with the sheets or the other pillow sham. I did realize that the sale was final but no where did it say it wasnt covered under the guarantee. On the warehouse link that was provided it states: We made too much of our favorite items! Save up to 55% on best-selling products and more. Hurry, limited quantities available! All items are final sale. There is no mention that the product is not covered by the warranty. I would have never spent that much money on an item that had no guarantee associated with it. I received a response from my message because I didnt see the submit your claim option and had already sent the message first. The representative wrote back that my purchase was not eligible for return, exchange or warranty and they hoped I understood. I think the warranty disclosure should come up when you are ordering in addition to final sale. That way you know ahead of time I can't exchange, return or have any resolution for this product. I understood that these could not be returned or exchanged but honestly if you made too much of it why cant you send out a single sham to a customer that spent $175 of hard-earned money to purchase your product. I don't want any money back but only want my pillow case/sham replaced. I would be willing to pay the shipping to receive it.

  

  Business response

  02/01/2024

  Hi *******,

  We are sincerely sorry to hear about this situation and would love to speak to you about it. 

  I just left you a voicemail and am also going to send you an email.

  I hope to hear from you soon!

  Customer response

  02/01/2024

   
  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

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent items back to cozy earth to be returned and refunded but they lost them and wont help me. Ive been emailing with them dozens of times and they just give me the run around. This is $64 worth of merchandise they wont refund me for

  

  Business response

  01/31/2024

  Hi ****,

  Thank you for speaking with me earlier regarding this matter.

  I'm glad we were able to find a solution but I still want to apologize for the way that this was handled and we will strive to handle this better in the future. 

  Thank you,

  Customer response

  02/01/2024

   
  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. 
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a PJ set for my wedding and they sent me the wrong size. The customer service representative demanded I send a picture as they refused to offer any type of return for the situation. The size they sent was larger and I had many complaints about the extremely see through fabric that is not advertised. They advertise a 100 day free return but its not free. They refused to accept my return and are charging me $10 unless I send pictures. This is holding your customer at gun point at this point and the way the treat their customers for their extremely high end garbage is disgusting. No where on their policy does it say I have to prove their mistakes with pictures. You have to dig into the whole website to find out their 100 day return is phony as its only for exchanges. $10 to return after I spent over $100 for a set of pajamas is ridiculous. I want my full refund for my order and to return this over priced see through junk.

  

  Business response

  01/22/2024

  Hello ********,
  Thank you for getting in touch.
  Upon investigation, we sincerely apologize for any confusion related to the return policy.
  The representative handling your case did an excellent job and proposed a solution that, unfortunately, couldn't be implemented as you opted not to provide a picture of the allegedly incorrectly sent size.
  Nevertheless, I've decided to waive the handling fee for you, and once we receive the item back, you will promptly receive a full refund.
  We appreciate your understanding.
  Best regards,

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have returned my ORDER #******* to Cozy Earth because the products I received were defective and pilling severely. But I only received a partial refund because they deducted return handling fee and $100 from my refund. Under the circumstance that the items I received were defective, I don't think I should be charged for the return handling fee. Additionally, they deducted $100 from my refund because they sent a $100 prepaid **** card to me along with my order. But after the return, that prepaid **** card has been deactivated and I could not use it at all. I reached out to the company Fondue for fix the issue with my prepaid card since I was charged $100 for this prepaid **** card. ****** replied that my order is no longer eligible for the $100 prepaid **** card and stopped replying. For these 2 issues, I have contacted their customer service multiple times and a supervisor ******. None of them were being helpful. They all ghosted me after a few contacts. I would request Cozy Earth to process a full refund to me and process a compensation for all the hassle I have experienced.

  

  Business response

  01/17/2024

  Hello **,

  Thank you for bringing this to our attention and we sincerely apologize for any frustration caused.

  I went in and issued the refunds for the remaining handling fees just like we have done before for you so we should be all set there.

  We are sad to hear that the items you ordered didn't work out and we will pass this information over to our team to help ensure this doesn't happen again.

  Now regarding the $100 cashback, due to our policy, if the items on the order that activated that $100 reward are returned, we deactivate the cashback reward.

  Consider this perspective: You order something, receive a reward, and then send everything back for a refund; keeping that reward doesn't make sense. That is how our policy is set up. 

  Either way, we did refund the other handling fees for you and hope you are able to find something else that works for you. 

  Thank you,

  Customer response

  01/17/2024

   
  Complaint: 21155784
  
  I am rejecting this response because:

  Thank you for refunding the handling fee.

  Regarding the $100 cash back rewards, if you have processed a full refund, it would not make sense for me to keep the $100 rewards. However, my refund was deducted $100 because of this rewards. At the same time, the rewards also became invalid after return. Does it make sense to you that I paid $100 for nothing?!?!

  Also, I believe you have seen all the hassle I have been through with all your customer service representatives. Dont you think I should be compensated for the inconvenience?
  
  Sincerely,
  
  ***********

  

  Business response

  01/18/2024

  Hi Qi,

  Yeah, you are absolutely right.

  It was hard to tell since all of your orders have been returned and refunded so this one showed $0 but digging deeper, there was still the $100 so I just went in and issued a refund. We now have 5 orders from you all at a $0 amount. 

  If you are wanting to be compensated, the best thing we can offer is on your next order, you can use the code Liu40 to receive 40% off.

  Thank you for your patience with us on this. 

  Customer response

  01/18/2024

   
  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

  01/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased 2 items from cozy earth in December for my wife for Christmas. We returned 2 of the items on December 26th with labels provided by cozy earth and they have only credited me for one item. I continue to send emails and they refuse to make the credit.

  

  Business response

  01/16/2024

  Hi *****,

  We appreciate you bringing this to our attention.

  I am going to look into this for you and reach out to you separately. 

  Thank you,,

  Hunter

  Customer response

  01/16/2024

  
  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,
  
  ***** *****

*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. ↩