Cozy Earth Reviews 2,122

I am extremely disappointed with how my recent order has been handled.

First, I was unable to complete payment for over a week due to a system error. I later discovered the I finally got through to the customer support team that this was caused by a membership product that is not available to Canadian customers — yet the website allowed it to be added to my cart with no warning. Instead of a clear explanation, I received vague payment error messages which caused unnecessary delay and confusion.

Secondly, after finally placing my order, I waited for dispatch with no tracking information and emails back and forth only to now be told that items shown as “in stock” at the time of purchase are suddenly unavailable. This is unacceptable inventory management and misleading to customers.

When I requested that they simply ship the items that are currently available, I was told the entire order should instead be cancelled “to avoid confusion.” I did not request cancellation — I requested fulfillment of the available items. Cancelling the entire order feels like a way to avoid honoring the original promotion and free gift that were part of my purchase.

This experience is far below what I would expect from a premium brand that is publicly endorsed and widely promoted.

Bamboo sheets were nice, but too slick for my taste. Sent back in accordance with their 100-night sleep guarantee. I was not aware of their $12 restocking fee when I heard ads about their sleep guarantee. They received the return on Jan 3. After 2 interactions with an AI chat bot to check on status of the refund and no response from it on the 3rd attempt, I had to threaten a BBB complaint. That finally got a personal response and the refund was issued in an hour. Should not have to reach that point.

I placed an order for their bamboo sheet sets. The item arrived quickly but one of the pillowcases had a rip on it. I called upon noticing it, spent several minutes on the phone where I was told I had to place a warranty claim online. I placed it online and waited 11 days with no response. After reaching out once again, I was told I needed to submit additional photos of the pillowcase. I did so and was given another email saying it was being looked at. I still have no timeframe on when my pillowcase will be sent to me. The only thing "premium" about his company is the price.

I would give zero stars if it was an option. Inflated prices, horrible customer service that is inconsistent and never resolves a problem. 17 emails and still can't get the return correct. High fees for straight returns. I have never had such poor service from a company with such high prices. Will never use again.

I purchased three sets of Cozy Earth bed linens for my wife and both daughters. Of the three of them each has said the same thing, that they are "OK", but not big fans. I gave them as gifts. Whereas the sheets are nice, they are definitely overpriced and not a good value. We have many bed linens that are just as comfortable and much less expensive, although not made of bamboo. So if bamboo is what you are looking for, then by all means spend the extra money and go with Cozy Earth. But if you are just looking for comfortable linens, which may or may not offer some level of body temperature benefits, there are definitely better values to be had. I would not reorder.

I ordered king sheet sets and the quality is terrible. I’ve washed them twice and they’re already pilled. I’m going back to My Pillow sheets!

I ordered three of their pajamas during cyber Monday sales. I received the order in a timely fashion but the size was wrong for me so I initiated an exchange. This is where things went downhill. I followed the exchange process and mailed my items back. Weeks went by and the new items were not shipped. I emailed CS multiple times and each time got a different story. One told me the items had been delivered weeks before, one said they were out of stock and one said it hasn’t been 14 business days yet. Two more weeks passed with no clear update so I requested a refund. The CS then said I could have a refund minus a return restocking fee. Terrible policies and customer service.

Worst returns ever ! I’ve been following up with emails for 1.5 months since I bought the items . No one seemed to know where my refund is after multiple emails .Finally after many emails today they issued me a refund in the wrong amount , 50$ short of the original refund amount noted.

I ordered a couple bath sets on Black Friday. I wasn't happy with the quality for the price when I received them. Their website can't process a bath set exchange - only individual items. Spent more than hour on phone trying to exchange which they finally did but didn't credit me the difference. They received the return but never processed the exchange even after 30 days. I emailed and they agreed they have the return but website continues to show they haven't. After many additional emails about why its taking so long they agreed to swap to a return. That has been 4 days now and they still haven't done that.

I ordered costly sheets/ blanket. What I was shipped was a robe. I contacted Cozy Earth and was asked to photo what I was sent along with the invoice and email that back. I figured they were going to take care of providing me the products I ordered, but no, they were out. I asked for a refund and was given instructions to fill out a form online. And guess what! There’s a $12 restocking fee. Again I try to speak with an agent and was given the run around. The company continued to send me the same email requesting a picture of what I was sent along with the invoice, because once was not enough. I couldn’t speak to anyone about the restocking fee for items I never received. It’s a circus. They are the most unhelpful customer reps I have ever had the displeasure of trying to communicate with. I will NEVER shop here again and you should beware!

*They shipped me someone else’s order complete with the other customers invoice with name, address and billing information.

I thought this shipping nonsense was resolved? I had problems with my first order, on the shipping part, not the actual product. The problem did get resolved, with some excellent customer service. Yet here we are again. I made an order for a Bamboo Blanket on 1/10. It's now 1/16 and the blanket is in Aurora CO. The blanket started its journey in San Bernardino CA. I live in Oregon. My first order was made by some carrier I'd never even heard of. This time the order is being delivered thru an Amazon carrier. I don't understand this companies delivery process???? My own fault for ordering with this company again. Until I see that they are using UPS or FEDEX, I'm going to have to take a pass on their products. Nice products, but unreliable delivery system. No amount of customer service will bring me back for a third order. Stay away until this company gets their shipping situation in order.

Purchased pajamas for my wife for Christmas. Paid extra for expedited shipping. Product never arrived. Cozy Earth blamed the shipper, the shipper said they never got such a product from the company. CE had no record of sending to the shipper. After a month of many calls I got a refund minus the shipping charge, which they would not refund. Horrible experience.

I ordered sheets, pillowcases and duvet cover for gift. I realized I didn’t need sheet set because of duvet so I returned it. Problem was that I was sent 2 sheet sets and not a duvet cover. I have been trying to resolve their mistake since Dec 26. It has now been 14 days since they received the returned sheet sets. No action. Their claim that they rectify order mistakes quickly is not true! Great product, poor service. Looking for new company

I wish I had read the reviews prior to ordering anything from this company. They have the worst customer service. I returned an order and never received the replacement order that I was promised. All agents are off shore and have no ability to rectify any orders.

Echoing what many people here have said - their customer service is awful.
I ordered some items on Black Friday and returned things Dec 7th including one item for exchange. 14 days later they had still not even acknowledged receiving return and replied to my email telling me tracking showed they had it and it was being processed. It is now January 9th - I had to email them again and I asked to refund the exchange since I missed the birthday for which I ordered this item. They agreed and took a “restocking fee”. It is incomprehensible that they had my return for 30 days and it took two emails from me to process the refund I was due and then they took a fee from the exchange I could no longer use. They should have given me a credit for their incompetence. I will never order from them again.

This is an update to a previous review regarding the high restocking fee. JK reached out to me, and when I emailed back, they not only waived the restocking fee and refunded the entire amount of the tee shirt, as an extra measure, they refunded my entire order. The response was positive and immediate, and above and beyond. I was not expecting that, since I kept the other two items I'd purchased, but I appreciate going the extra mile to improve the customer experience.

I'm not sure whether I'll order from them again, as I'm still trying the pajamas, and it seems if I had to do another return, the restocking fee would still be an issue unless I reached out to customer service. But after the positive customer service response, I would be open to it.

I received someCozyEarth PJ’s as a gift and loved them, so I decided to purchase another set for myself and a pair of pajama pants for my boyfriend. Unfortunately, that’s where the experience went downhill.

The men’s pants were advertised as a 30” inseam, but when they arrived, they were at least 4 inches longer. My boyfriend normally wears a 32” inseam, so I assumed they’d be fine for sleeping—but they were still way too long.

Trying to return them turned into a nightmare.

First, they charge a restocking fee. On top of that, they want to charge $23.99 for return shipping. Only after digging further did I discover you can print your own return label and drop it off at UPS—but that option is not clearly stated upfront.

Instead of fixing the issue, the company aggressively pushes alternatives—credits, discounts, and swapping for other items. I eventually selected shorts because I didn’t want to lose my original discount or the $74 store credit they claimed I’d receive. Then somehow, magically, the shorts were going to cost me additional money.

Great sales tactics? Sure.
Actual customer service? Absolutely not.

Between inaccurate sizing, hidden fees, and a frustrating return process, I will not purchase from this company again.

Horrible service.

Shady shady!! In my 40 something years I’ve never encountered a company like this. I ordered pajamas and returned them. They were not great. I never once saw a restocking fee or that I had to pay for shipping. After weeks of asking where my refund was. They finally refunded me after I pointed out that my return arrived back to them well past the 14 day period they promise. It was to my surprise that it was $20 less than what I paid. When I asked why they initially said they added a discount to my refund… made no sense to me so I called and then was told I was charged for a restocking fee and shipping. The restocking fee was at least $11. Is this 1998? Who charges a restocking fee for a pair of pajamas?! Needless to say I would never order from them again and will let everyone know about how shady they are

Placed my order #3027649 on 11/28. still hasn't been received. no word from cozy earth. no response to messages. Update: I wrote to them again asking where the product was. Now, 35 days later, they sent me a message saying the item was out of stock and they were giving me a store credit. I usually tune out the most strident reviews of companies and their products, but I can tell you from experience, the way Cozy Earth does business is garbage. Do not entrust your money to these people.

Just to update my review, I was contacted by Cozy Earth and they said they would credit my credit card for the full payment amount. They did in fact do so. As a result, I am raising my review from 1 star to 2.

Received the ribbed terry bath robe from Cozy Earth. It looks like someone’s old and beaten up robe. It had pulls in multiple areas, one pocket was ripped halfway down one side and the belt even had a hole! They offered a credit - why would anyone want to buy anything else from a company with such horrible quality control?!