COS Reviews 1,507

with the state of these reviews, I don't know how you're still in business? ordered a bag with a gift card that was about to expire. order went through fine, confirmation email received and email to say when the bag was going to be delivered (today) - only to receive an email this morning to tell me my order has been cancelled. absolutely shocking customer service. whoever is in charge needs sacking. won't be buying from this store again either. don't waste your money. there's far better shops, with better clothes and better customer service. the reason I bought this item from the online store is because the staff were rude and up themselves in the Manchester store, that's why I didn't go back, but I do believe the store has now closed down! no surprise there.

Online Buyers Beware. Cos returns are very slow, sometimes they take up to a month before I am refunded. Their website advises to get in touch after 14 days to follow up on your return if you haven't received it. I have started to do this more frequently. I email them, include the order number, the item returned and attach the postal receipt including the tracking number. Today when I followed up on a return, I received a message saying, I must open a dispute case with my bank and get my refund that way? I find this utterly bizarre. I am following their customer service policy as on their website.. I am attaching the tracking receipt.
When I emailed again to clarify, thinking this must be a mistake, I received an AI generated response reiterating the same thing. Absolutely shocking way of doing online business.

What a shame that they have such bad returns for a higher priced store with more quality items. Have experienced multiple issues and had to return items, why charge the customer for something messed up by the brand or the lack of consistency with the sizing + picture vs reality. I have recieved items with rips, sizing that makes no sense compared to other items bought in store.... To add, why not allow store return.I think I might have made officially my last order.

Some of the worst customer service anywhere. ‘Computer says no’ attitude to everything, zero problem solving or workarounds for simple things like changing an address for an order that hasn’t even been dispatched yet. Their solution was to cancel and reorder, which was apparently more time and cost effective than simply changing an address. I’ve worked in customer service at head office for retail brands, I know exactly how it works so I know that simple things like address changes for non dispatched items can be made. Really awful service.

Overall, I like the clothes, but the delivery experience is unacceptable.

The delivery ETA advertised on the website is simply not true. In reality, orders take 2–3 weeks to arrive. In Spain, they use SEUR, which is one of the most unreliable delivery services I’ve dealt with.

I placed three separate orders and selected the same pickup point for all of them. Despite that, the parcels were delivered to three different pickup locations. As a result, I had to spend 45 minutes going around multiple pickup points that were far from each other.

Charging customers for such a poor delivery service is unjustified. On top of that, returns are not free, and the last time I had to wait three weeks to receive my refund.

Overall, the logistics and customer experience do not match the quality of the products.

Made a return of £150 of goods from a larger order online. No communication from COS at all to confirm receipt. Online returns information appears to have been down for over a week. I called customer service 2 weeks after making the return. They informed me I should get the refund in the next 2-3 days. Initially it sounded like the timeframe for making the return was in dispute though. Poor customer service for the price point. Wouldn’t order from them online again.

Two weeks ago, I ordered size 44 hiking boots to Hungary from COS. Two weeks later, a huge box arrived containing size 44 slippers (the box was intended for boots). There is no customer service in Hungary, so I called the Netherlands, where they told me, not too surprisingly, to send the slippers back and they would refund the price. The hiking boots are no longer available! Never order from there!!!!!!!

I had two items in hand that I was thinking about buying. But i had a question about one. I asked a young woman what type of shirt/blouse might be worn under the sleeveless corduroy dress/tunic. SHe had a snotty look on her face - and instead of speaking, she opened up a web page and showed me how the model wore it. She looked at me to let me know that she thought I was a silly older woman, and referred me to the photo and said "No shirt and no leggings, just high boots.) NOT HELPFUL. VEry SNOTTY. Cos lost me as a customer who was willing to spend a lot on two items that added up to abour 200 pounds. I will never step into that shop again. Hire CREATIVE and POLITE people who aren't silly enough to treat an older woman with respect. This young woman had no sense of customer relations - nor did she have a creative approach to style. Wasted my time.

I recently purchased 3 pairs of pants while in Paris and was very impressed. I then realized Cos had stores in Australia and went ahead to purchase 6 more pairs on line. I received these and found even though I ordered the same sizes there was a difference of 6 cms in size.
I rang Cos and asked for a simple exchange in size to a smaller size for the 2 pairs that were far far too big.
The result ....we dont have an exchange policy in place you have to ship back and get a refund then reorder. RIDICULOUS under the law wrong sizes must be exchanged....... you have automatic rights under Australian Consumer Law (ACL) for a repair, replacement, or refund, regardless of store policy. Businesses can't override

i like their clothes but since there is not a cos shop in my town i have to buy online. the shipment is always ridiculously slow, no tracking possible as they sent me a number is not valid for my national courrier. 2/3 weeks for intra eu shipment is honestly too much.

The clothes are beautiful but the customer service is shocking. I bought a huge order for Christmas gifts. I had to return one item that was oddly sized. Almost a month later no refund. I called and was cut off after giving all the info. I called again and was told ,incorrectly, that I'd missed the return time. It was extended to allow for people buying at Christmas, I checked before I placed the order. Next I was told that although the return was received into the warehouse on 29 th December, they didn't process the refund . They wait for customers to call then the call centre process it. This was stated like it was no big deal. How many people don't check. They take the money and the goods.
I have an issue now that my credit card was cancelled today because an online scam. I'm waiting for a new card .if the number changes the refund won't be processed. There is nothing I can do. I'm not confident COS will refund. I'm going to have to accept that they have the item and I still have to pay for it. I regularly buy from them , often online because store stock and size range is patchy .I will not do so again.

I made an online order with COS, returned the item because it was too small, and the return was delivered to the merchant over 20 days ago.
Despite this, I have not received a refund and the merchant has not replied to my emails.
Dont wait. Make despite by bank. They only this way will be pushing to make refund. In other ways you will never see your refound.

I placed an order online because the items I was interested in were not available in shops in Amsterdam. During the ordering process, the delivery time indicated was 3-5 days. Since I will soon be leaving for a long period (5 months), I wrote to customer service to make sure I would receive the items on time. They told me that delivery was expected within 10 days, so I will be away and unable to collect the parcel. I asked to cancel the order, but was told that this was not possible. I asked to speak to the manager and was told that this was not possible either.

I made an order on 30th November. The package never arrived. I contacted their customer service multiple times and I still haven’t gotten a refund. They created a case and said to expect an answer within 72 hours. It’s been 11 days and no answer! Every time I write to the customer service chat, it takes 20 minutes to get a single reply. I have ordered from COS before, and it was fine, but if you have an issue then it most likely won’t be sorted out within a month.

Beautiful brand, but the delivery and customer service ruin the experience. The address form doesn’t work for some addresses, there’s no way to add delivery details or contact the courier, and the only solution offered was a refund after the package was returned. Waiting two weeks for delivery with no real support is very disappointing for a brand at this level.

While the quality is definitely not bad, it's not the high-end service it seems to advertise itself as. The sizing is very strange and honestly most of the products lately do NOT fit the images provided

I ordered a cashmere sweater in brown melange and they sent me a different sweater in a different color - one that does not exist on the website!
When I reached out to fix this order they were very dismissive and said I had to repurchase! This is going to take weeks before I can return and get the money back to buy it again. It’s not as if I have thousands just laying around and can buy these expensive sweaters on a whim. I saved for this, I’ve wished for it for months and finally afforded to buy it for myself as a birthday present. This is so disappointing I don’t even know what to say or do. I also can’t go to the store and exchange the item because they won’t allow that.

beyond disappointing . I ordered a few items they arrived today one item was missing , a handbag and I received an item I didn't order , a grey t shirt .
the time before wrong item no ordered wrong size the time before a cashmere sweater in appalling condition .

I selected my parcel to be sent to a locker, instead they sent it via Evri for a home delivery against my wishes and without consulting me first. The parcel is now 'delayed' aka missing.

I returned my orders #13560727 and #13529046 on 20 December, and I still haven’t received my refund.
I’ve sent multiple emails to their customer support with zero response, and I also tried contacting them via Facebook Messenger—again, no replies at all.
At this point, I don’t know what else to do other than consider sending a legal notice. This experience has been incredibly frustrating and disappointing.
Based on my experience, I would not recommend shopping at COS. Refunds are not processed in a timely manner, and their customer support appears to be nonexistent—you have to chase them with no guarantee of a response.