COS Reviews 1,507

just takes way to long to get your items. Takes about 12 days from purchase to get your order delivered. Often the remove next day sevices or quicker shipping options. Just feels like to long to wait and it not convinent if you need the item for a specific date. Just really not sure why they can't be faster at this. Is there only one person fufilling orders at cos?

Truly awful online customer service. Like many others, I wish I’d read the reviews before placing an order. I will never purchase from Cos again. Please think twice before purchasing. Luxury prices for poor service and products.

Made an order. But what I paid for on the website didn't match the confirmation email. Now I'm paying for the Cos' system hiccup.

I am writing to share one of the worst shopping experiences ever. At COS Aarhus, the staff has been meaninglessly inflexible and rude, lacking the basic sense for customer service. When I tried to give feedback while I was paying, the lady responded irritated and told me that "now you have spoken and I don't want to hear more from you". I returned the clothes after few minutes, I could have spent a good amount of money, which I did eventually, in another shop, where not only the staff was kind but also helpful and professional. COS should really rethink its staff policy and values

Disappointing experience with COS. Online orders can’t be returned in-store, and returns in general are unnecessarily restrictive. Sizing is completely inconsistent — the same size fits differently from style to style, making online shopping a gamble.

Delivery takes an unreasonable 3–4 business weeks, and the in-store selection is limited and uninspiring. Poor logistics, random sizing, and a rigid return policy ruin the experience.

Absolutely horrific experience with customer support! They won't help you with any relevant action, they just use a boilerplate template and keep postponing answering and delivering the items. I also got conflicting answers from different representatives. I cannot believe how poor their service is!!

Second time I order an item on COS website and it comes in the wrong colour. I start to wonder if the COS Team is having fun packing random items when fulfilling customers' orders. I then have to call the customer service to hear a person with the energy of a dead fish telling me I will need to send back the item I first ordered at a discounted price. Reorder again the same item, at full price, of course. Pray to receive the right colour. Lose the discount I had in a first place because they messed up the order for a second time. This is incredible. Sad to see a brand with such great items and in-store experience deeply failing with their online customer experience and support. I will never order with COS again.

Cos made a duplicate order, sent me the two packages and charged me but did not provide me with a returns label. I don’t have access to a printer but Cos could not find me a solution other than to advise me to go to a local library to print out the label for the courier. Very poor given I could be disabled or have limited access to a printer. Cos made the mistake but it has become my problem. They need to provide returns label for customers in Northern Ireland like they used to. Poor!

I returned one of two items purchased in September this merchant is a thief!!!! They confirmed return receipt and claimed they refunded and iam still dealing with this over three months later!!!! They are thieves and liars do not buy for them

Over the past few weeks I have placed two large orders that total well over one thousand pounds (British). These items were for important gifts.

The first order that I received was seriously delayed, despite having had notification that the order would arrive earlier, as well as a notification from the courier to say it was going to be delivered-although it never turned up. This serious delay ruined the occasion for the proposed gift and cost me vital time away from my job having had to take a day off because I was told the package was arriving that day. This demonstrates a very high level of disorganisation from COS.

I placed my second order within a week or so of the first and it is this order which has the more serious issues. Among the several items I purchased, the package that should have contained a brown pure cashmere jumper, in fact contained a VERY cheap looking item of clothing that was not even a COS product!! The label on the packet stated 'brown cashmere jumper'; however, this was not actually what was in the packet. This suggest that there is theft going on in the department that sorts and dispatches products. I consider this to be a very serious issue indeed and I question the supervision used in the department that organises packaging and postage.

I called the company and they seemed to be very familiar with this type of issue and they were nowhere near as concerned as I was. This problem then ruined yet another gift that I had planned. I had to wait a long time to receive my refund for the missing item.

Each of the two orders that I placed were purchased with two separate 20% discount vouchers (I received these vouchers because of two previous complaints that I had to make regarding other issues!). I called COS and said that it was only right that in order for me to re-purchase the item that was substituted for my stolen jumper, that I was reissued the discount codes. I needed both to be replaced because I needed to reorder items from the first order that was very late).

I was told by customer service that these could not be reissued and that I would have to purchase the products and then contact customer service once again in order to have a price adjustment made. I was told that COS no longer provide discount vouchers.

I am a very busy professional woman and I do not have time to constantly be ringing COS. I have also later discovered that COS are in fact still issuing discount vouchers; therefore, they had also lied to me!

Customer service for COS appears to have been outsourced to a foreign call centre over recent times. This causes significant difficulties in communication and therefore much frustration for customers. Staff are often unable to engage in a clear conversation that solves problems and this is very upsetting. Furthermore, staff in the customer service department appear to have no accountability and show very little empathy-moreover, they are highly rude and quite provocative in their dialogue. This is completely unacceptable. I was in tears over this and that is simply appalling.

My Christmas presents for my daughters were ruined because of this. I am left feeling that there are very serious and systemic issues at COS Customer Services, as well as in their warehouse organisation.

Due to not being reissued my vouchers, I am still not able to repurchase the jumper for my daughter, so she still does not have her Christmas gift. I am still also unable to reorder alternative sizes from my first order.

I have been purchasing high quality products from COS for years; however, things have changed with this company. In my opinion, they are no longer heralded as the retail giant they once were but moreover retail bullies whose customer services staff have no accountability for their rudeness, ineptness and absence of empathy and customer care.

Finally and in addition to all of this mess, I am still waiting for my refunds. Shocking!!

If this issue is not resolved reasonably and respectfully for me, I intend to escalate this through the legal construct by contacting the financial ombudsman for retail purchases.

Just tried to order an item on line. It wont let me put in my proper address. It keeps changing it and prompting me with 'do you mean xxxxx?' and giving a different address. And i cant move beyond this to make the payment without saving the new address or 'save anyway' which isnt correct. The new saved address just has the number of my flat and building but no street name!

I called customer service who were awful and left me hanging for nearly 8 minutes. I called a second time but when i got through the line went silent. Called a third time and same pointless advice - to try again. I had already tried 5 times.

Why does the web site not accept addresses as they are entered and try to change them? Not every address in the UK is going to follow a traditional sequence. And why have a customer service that is pointless

I’m extremely disappointed with COS’s customer service.

I ordered a specific colour of jeans that was in stock at the time of purchase and paid £12 for delivery to ensure they arrived in time for Christmas. COS then sent me the wrong colour.

When I contacted customer service (Kyra), I was told to return the item and reorder. However, the correct colour is now sold out, meaning I can no longer reorder the jeans I originally paid for. I was then asked whether I would consider a different size or colour, which is completely inappropriate given that this situation exists solely because COS sent the wrong item.

As a result, I’m left without the jeans I wanted and out of pocket for delivery costs incurred due to COS’s error.

This was a straightforward fulfilment mistake that should have been resolved quickly and fairly. Instead, the responsibility was pushed back onto me. For a brand like COS, this level of service is frankly unacceptable.

What a mess this company is. I ordered several items on Black Friday, including some for Xmas gifts. I waited and waited for the order to come and it never arrived.
I have contacted customer service several times and have been fobbed off with all sorts of rubbish like it has been damaged in transit (I have lost count of how many times I have been told this by companies using Evri in the last six months or so) and then I was told they attempted delivery on a certain date and time (they did not, as I have a Ring doorbell and I can verify this).
I was told yesterday that the parcel would definitely arrive before Christmas. I contacted them again only to be told that the parcel would not be arriving at all.
Unfortunately, I placed this order before I read all of the terrible reviews on this website. I am now left without several Christmas gifts and nowhere to get them from at this late stage. I will be contacting Trading Standards about this company. I am surprised this company is still going if this is how they treat their customers.

Took 8 days to send out and then the courier didn’t deliver to the post office drop office. Customer service was abysmal. Left high and dry just in time for Christmas. Their clothes look like they’re from the 1800s and the online service perfectly matches.

Purchased an item in COS, Duke of York Square, London, on 11/12/25.

I wanted to return item and contacted COS as its website dealt only with online returns. COS advised that I had to return the item in person to a store. This is not possible. I live hours from London and will not be returning within COS return time frames. I do not live anywhere near any other COS store.

The item would have to be returned in person (rather than by post or another person returning item on the purchaser's behalf) because original payment card must be presented.

COS cannot retrospectively impose this contractual term concerning returns / refunds as it was not brought to the purchaser's attention and agreed before or at the time of purchase. It is printed on the receipt which is handed over only after the purchase has been concluded.

This practice is wholly unacceptable and not viable / discriminatory for purchasers who are unable to visit a COS store.

I purchased a gift card last week and there was no field to input my email address through the whole transaction. I therefore had no receipt or order number. I was charged, which is still pending in my bank. I called immediately, the customer services rep said there is no record of my transaction and my bank has to deal with it. As it's still pending 4 days later, I called again. This time, a woman answered, whose child was screaming relentlessly for the entire call in the background, failed to properly listen to my issue then asked me for my email address, which, as I told her, wouldn't be on their system. She then put me on hold for 6 minutes to tell me that she could not find any records matching my email. I said to her that she wouldn't and that is what I am calling about, to try to identify my order using the other information that I provided at the time. She then hung up on me. Absolutely awful, there is no one else to complain to, they farm out their customer services abroad. What is this company doing? 75% 1 star reviews, this is just ridiculous.

I should start my review by saying I love COS clothes. However - customer service makes me never want to buy from them again.

I placed a very expensive order and was sent the wrong item. Annoying but I understand this can happen and the retailer should do all they can to rectify it quickly. COS refused to resend me the correct item even with proof of return, as they require a new order number to send the item (even though I had an order number for the CORRECT item already), so I had to return it and wait 2 weeks for the refund before placing it again. I was advised that once I placed the new order, I should call up and they would edit the shipping to express shipping so I could get it ASAP. I did this, called back up and was told I had been given the wrong information, I should have selected express and they would refund me. It will take 72 hours to get a refund if I cancel and reorder and do this. So I may as well now wait for the slower shipping.

They outsource their customer service to South Asia, which in theory is absolutely fine IF they can actually use the system effectively. They, however, have no “human” say over individual cases and it is a huge example of “computer says no”. The “supervisors” there also seem to follow a script. They also talk over the top of you and repeat the same phrases again and again.

Returns, from past experience, can also be painful and slow.

If I am ever to buy from COS again it will be in store. The online experience is a joke.

Customer My experience with customer service was extremely disappointing. After placing my order, I never received an automatic confirmation email, so I had no proof that the purchase had been made. For almost two weeks, I had absolutely no information about my order.

I contacted customer service several times, but they were unable to provide a solution. They could not give me an order number or any kind of reference to identify my purchase, which meant I had no way to track it or formally claim it if something went wrong.

The order eventually arrived, but if it hadn’t, I would have had no way to prove the purchase or request a refund. To make things worse, after I complained, technical support told me to raise the issue through H&M, claiming that the order had been placed on their website. This is completely false — I placed the order directly on the COS website.

Overall, the lack of communication, poor support, and incorrect information made this a very frustrating experience. service

DREADFUL offshore call centres are incapable of common sense distress customers HUGELY with their bizarre take on question answer scenarios…don’t care about customers purchased goods being delivered…delay issues indefinitely…you name it they will go there when it comes to dreadful customer care…they don’t have to do a good job…the business model of employing people who can’t do the job works well…just don’t buy from them go else where

Wish I had read these reviews before placing my order. Their customer service is non existent, I’ve been waiting 3 weeks for my order and still haven’t received anything. Got sent an email yesterday saying that 1/2 of my order is out of stock (even though I already paid for it). Then I checked that all the items are still available on their website!! Their customer service are probably robots, they answered saying to place another order and that they were “happy to assist me today”. It’s honestly a joke, wish I never ordered from there.