Cozy Earth Reviews 2,122

UPDATE: After posting the below, I reached out to JK, who is mentioned in some other reviews as someone who might actually help (slash exist). JK responded within a couple of days, fixed my issue, and gave me a discount on top of that. A big THANK YOU to JK! For anyone having similar issues as I was, I highly recommend reaching out to them directly.
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Let me start by saying that I have bought many different products from Cozy Earth and recommended them to lots of people. So I was all the more disappointed to find out, the one time I needed customer service support, that there appears to be no one ACTUALLY WORKING THERE. I sent a request for help to the email address given and waited patiently. Several days later, having received no response, I sent another. And then another a few days later, and I added the email address for “Tyler the CEO” who sends the handwritten cards and invites customers to email him. Still no response. I sent a fourth and final email expressing my extreme dissatisfaction. No response. I am left to conclude that there is in fact no customer service department, and no Tyler, and that the email addresses provided are just dead accounts so that the company can pretend they have actual people working there. I’m truly saddened by this experience because I love their products so much, but now can’t shop there anymore.

While I’m on this rant, can we talk about the fact that they FULLY trick you into buying package protection without disclosing that that’s what they’re doing? It’s just snuck into your cart without your consent. If you’re not paying attention, you’re paying for it without intending to.

My original review for cozy earth was written after extreme frustration with my order remaining in limbo and not shipping followed by a conversation with their AI chat bot letting me know that I most likely would not receive my order when I needed it and they could help me cancel my order. Within minutes of posting a review online they reached out to me to see how they could fix it. JK from cozy earth went above and beyond expectations and overnighted my original order. Thank you JK. Though I would have preferred to just handle it in house, I cannot express how grateful I am that they did make it right at their expense and treated me much better than I treated them. Oh and their socks are soft too ;), I just may try the sheets.

The worst company I’ve dealt with. Takes forever to get a live person on the phone for customer service. I placed an order last month that hasn’t moved since 11/28… today is 12/9. The representative I spoke to said there’s nothing they can do. Very disappointed as my order had Christmas presents that were intended to be given at a gathering next week.

Update: Customer service reached out and did their best to finally process the exchange and ship it out to me. I appreciated them taking reviews and customer experiences seriously!!

I ordered a comforter from this brand and had to initiate an exchange because the standard filling was causing my husband and I to sweat under the comforter and duvet cover. We were told by customer service this process usually takes 5-7 days but after reaching out 4 times, it is now a 2-3 week process and the customer service rep who finally responded told me I'd be receiving a refund instead of an exchange?? This lack of detail is unprofessional and I'm not sure this company even knows what it is doing. I would be wary and next time, purchase bedding elsewhere given their customer service doesn't respond - and even when they do, they are unhelpful.

Updating my review: had an issue with one of my orders. After some back and forth with support, they went above and beyond to make things right. Very quick and attentive response, and I received replacement items within just a couple days. Thanks!

Originally I wrote a bad review because i reached out to customer service and they gave me useless, unactionable advice that waited out my return window of 14 days. JK reached out to me and quickly addressed the issue which I deeply appreciated so I have adjusted my review. If I get my refund back without delay or issue after my return is received, I will change my rating to four stars. Seeing a host of reviews here, I'm seeing that their customer service has serious challenges and I hope they address it.

This company has a terrible website - they only offer very restricted options for an online return. So the weird fit of the pants I bought was not among their options. I then tried their chat - the bot tried to send me back to the website, the human told me they charge a RESTOCKING FEE for their returns! What self-respecting online clothing retailer does that? So I tried calling them - told the person that I had failed online, failed their chat option, tried to send an email and failed there too - what does he say? You should go online to do a return! Sheesh. And then indicates that no one can waive their restocking fee.

A Terrible Experience

I wanted to love the Luxe Towels I ordered however they were soft but not absorbent.
I called customer service to review my options as I was within their 30 day window. After many attempts and hours of wait time, I finally got to a human however he didn't have any product knowledge and was reading from their website.
I went online however they would only give me a fraction of what I paid for my order as a refund.
I decided to go the exchange route for their Terry cloth ribbed towels. They've had my returnd towels for over 10 days now and I still don't have my new order.
I tried calling again - after 30 minutes I talked to a human but she needed to put me on hold again to talk to someone "internal" and then my call was disconnected.

UPDATE: After this review Cozy Earth contacted me and provided a full refund. This is more of a testimonial for Trustpilot than Cozy Earth as I've exhausted all internal attempts thru CE's customer service with no success. It was only this negative review that prompted them to act.

Strongly BEWARE! Do NOT become a member! It’s all lies.
1. 50% off new items-NOT TRUE!
2. Free returns-NOT TRUE
3. $168 value free product when joining-NOT TRUE!
4. 20% on purchase in credit plus $30 extra to be used monthly. True, BUT, you either get that OR the sale price, which is usually less.
* Called to complain and he said they would refund my membership fee.
Weeks later: no refund, won’t answer emails or chats, hold time on phone over an hour.

Bamboo so so soft, but equal quality on other sites for 1/2-1/3 less.

Impossible to reach

I love their sheets, they are great and I would be a huge fun but their customer service is absolutely HORRIBLE. It's impossible to get in touch with anyone. I returned a portion of my order, which they have received via the UPS tracking I have and it's been impossible to get in touch with someone to issue a refund. I've tried the website chat - which doesn't appear to be an actual chat and it just goes unanswered, and when you call all you do is sit on hold. When I finally spoke with someone I was told that they are really busy and their warehouse team hasn't had time yet to "inspect" my return. I asked how long for a refund and still couldn't get an answer.

In addition, their price adjustment policy is a lie. I called to see if I could get a price adjustment for the sheets I bought that were now on 40% off sale (within the 30 days allotted time). They said they couldn't issue the price adjustment because "their systems were down." This all feels like a scam

I am still trying to rectify this and the good sheets are not worth the headache.

I would give negative stars if I could. Cozy Earth tacks on a "package protection" charge that is supposedly "optional," but the customer has to remove it or else it's on your bill. Then you have to spend 45 minutes on hold and on the phone getting it removed. I canceled my whole order. Sleazy!

Then they replied to the above review by saying they follow "industry-standard package protection to help our customers feel confident in the safety of their orders." Total BS! I've never seen "package protection" added to my bill by any other company. Have you? And making matters worse, the customer has to affirmatively remove it. I am quite sure this is not "industry" practice. In fact, it likely violates consumer protection laws. Go away, "Cozy Earth."

12/13/25 *UPDATE*
After Cozy Earth's reply below, I attempted to contact JK on two separate occasions at the email below and I have yet to received a reply. That confirms to me that Cozy Earth is not a company that values their customers nor do they uphold their commitments.

I'm so disheartened with Cozy Earth's new customer service department. It is obvious it has been sourced out of the U.S. I'm also disappointed in the fact that the corporate office does not reply to emails, even though the owner, Tyler sends out hand-written cards, (which is appreciated). I've attempted several times to send emails and spoke to several customer service reps, to resolve an issue, to no avail.
I've been a loyal customer for several years, and have referred them to a wide range of friends, family, on social media, etc. I'm very pleased with the product, the best sheets I've ever purchased. I just hope the customer service department will improve and someone from corporate will reply to their customers.
Thank you!

EDIT: JK from the company reached out and honored the discount and refunded the extra amount I paid. I appreciate the response and resolution!

Worst customer service experience ever. I was encouraged by the sales associate to buy early because she stated the company has a price match policy in which they would price match anything that later went on sale within 30 days of purchase. That was the ONLY reason I purchased when I did, I was planning on waiting until Black Friday.
On Black Friday, every item I bought went on sale. I reached out immediately (multiple times and on multiple platforms) during the time of the sale. Hours later, a customer service finally responded via email and told me they could only honor a price match while the exact promotion was active (which was not stated or explained initially). But they were not responding to me while the sale was actually happening. The customer service rep's explanations kept changing: first it depended on when I contacted them, (he stated this twice, in two separate emails) then, after I stated that I did contact during the time of the sales, he said it had nothing to do with when the customer makes contact, rather on when THEY reviewed the request. Meanwhile, each flash sale window kept closing before anyone would address my messages which seems intentional. When the biggest 45% off of everything sale started, they stopped responding entirely. I was even given a customer service phone number that turned out to be out of service.
It is now nearly 24 hours later, the flash sales are still ongoing, and I still have zero resolution or even response. The policy feels intentionally designed to avoid honoring price matches, and the lack of timely customer service made it impossible to receive the refund I was promised.
I’m now out hundreds of dollars, and I will not be shopping here again.

Customer service is basically non-existent. Chat responses take super long, with 7-15 minutes between responses. I spent literal hours today trying to sort out multiple things with an order. First the company attached an incorrect barcode (yet address was correct) on my order so after being in-shipment for a whole week and arriving to a state nearby, my order was then processed as "return to shipper." After multiple hours of back and forth between Amazon shipping and Cozy Earth, a new order is finally being processed. However I then noticed the items I purchased are now on deeper sale and asked for a price adjustment (like their website indicates they do). I was told the promotion for today (Thanksgiving) does not apply for price adjustments and they cannot do anything about it. After explaining my dissatisfaction with this response, the customer service rep suggested I make another purchase today to enjoy the sale. As if I want to spend anymore of my money on a company like this. I will never shop here again.

+Cozy Earth was running a promotion for discounted bedding and early Black Friday deals + when you spent $399+ you receive free pajamas. First the free promotional never came up at the end of the order nor did they provide a code. When I contacted them, in chat that day, they did not respond until afternoon the next day. Which I then had to call them to try and get the promotional item that was due to me. When I did finally get ahold of a person, after almost 20 mins on hold, he stated there was nothing he could do and I could get it in the next promotion, which is a ridiculous response, since the only reason I order the additional items on my order was for the free pajamas. In addition you should note you cannot use your credits you earn buy buying products with them or you will not receive your discount or promotion. They charge $149 for their membership for you to earn 20% in credits on all of your purchases that you cannot use unless the product is full price.
UPDATE - 11/25/25 Cozy Earth did reach out post review apologizing for the experience and fulfilling the promotional item, I give them credit for following up and in doing so I have altered this review with the update to reflect their ability to try and make it right but their customer service team should have taken the necessary steps to do so right away.

Tried to use a gift card as payment and was told I couldn’t use it on a sale because according to them it was “coupon stacking”. Was passed around to several different people who said similar things while offering zero solutions to help along the way. First and last experience with this company. Customer service is absolutely terrible.

I ordered a silk pillow. The description was it was soft fill and malleable. It took a long time to get here, could only track my order on shop. It came in a plastic bag, not a box.
The pillow is lumpy, very heavy and hard.Not malleable as advertised.
I was able to return it and JK was very helpful in refunding all charges and keeping me updated on the process. His support was great.

I purchased medium joggers. The fit was terrible - it gathered in all the wrong places. The thick elastic at the waist was very uncomfortable. I was told that I needed a bigger size. I wear small in leggings, other joggers, and dress pants (size 6). It gets better - I went to return only to realize they have $11.99 restock fee. They gave me double the cost to exchange, though. Catch - sales prices were removed. I was still up, so I decided on the exchange. On the 8th day from shipping the joggers back to them, they informed me it takes 14 business days to inspect the items returned and THEN they would ship the exchange items. So I requested a refund and am out $15 (I paid package protection). Of note, customer service was nice, but I was on hold an average of 25 minutes per call to customer service.

Cozy Earth makes returns impossible. Cozy Earth makes comfortable clothes, however, it's membership is an absolute rip off. At all times the general sales are better than what you would get with your membership benefits and you must choose one or the other. If you have to return something, it is nearly impossible as they always have a reason why it isn't aligned with their process. Even when they are the ones who have shipped the wrong size or didn't send expedited when you paid for it. They don't want to correct their mistakes as they want to make it difficult to do returns in the hopes that you give up and don't care about the $100ish bucks you wasted. They are terrible overall. They also delete negative reviews from their website and apparently use services to keep their positive reviews overall high. They suck.