Cozy Earth Reviews 2,122

I purchased two sets of Cozy Earth Pajamas, at a cost of approximately $140, each. The pants are way too long. I’m 5’1 and they are about 4 inches too long. The inseam is also humongous. I have to pull them all the way up under my breasts, and they still drag on the floor about 1 inch. One of the tops is way too small. I received them a few days ago. They’ve never been worn and I am going to send them back. Unfortunately, there is a restocking fee of $11 each, plus I have to pay shipping! I could exchange them, but there is nothing in my size. The fabric seems wonderful, but they need more sizes. The terrible return policy is enough to never buy from Cozy Earth again.

I initially wrote this review having a subpar customer service experience, but the team has since then reached out and gone above and beyond to make it right. The company truly makes great products and I’m glad that the customer service team helped me resolve my situation. Many companies don’t need to make it right by their customers, but Cozy Earth really took the time to make sure I was not dissatisfied.

I placed an order for a set of PJs for my husband. I tried to submit an exchange but received no information if the new size was sent after returning the original order. I have tried to contact customer service 3 times using their chat feature and it never works. Terrible customer service so far.

The change in this company has been night and day. For years, they delivered a quality product with great customer service. As of late, their quality has gone downhill, and when you attempt to return or exchange an item, it takes months. Reaching anyone in customer service is mission impossible. Stay far, far away...extremely sad as I loved their old merchandise.

This company seems very scammy. They charge a ton of money for what seem to be average quality products that can be found for a fraction of the price on Amazon. I ordered a pair of pajamas in a long size based on the advertised inseam length, and the pajamas I received were approximately 6” longer than the listed length. I’m tall with long legs, often needing longer sizes, and these came down over my feet. I tried to process an exchange online and even though I was within the exchange window, the automated system told me I was not eligible for a return or exchange. I proceeded to try contacting customer service multiple times, during business hours, and no one will respond. Their chat bot simply asks for an email address and says someone will get back to you, but no one does. I emailed several times as well.

UPDATE 11/6/25
I am updating my review to 4 stars as I have worked with 2 of the leadership at Cozy Earth and feel they worked hard to make this situation right. Max was very apologetic about the concerns and poor service I had received. He expedited the order to my friend and she loves the pajamas. In addition, he credited me for the full amount. I later was contacted by senior leadership to hear about my concerns and experience. I explained all that I had gone through to fix the order and my concern for the future of their business if they continue to operate this way. I feel like they heard my concerns and seem to genuinely care that their customers leave satisfied. I am hopeful that this situation will not happen again and was just a rare mishap. Thankful it has all worked out and I am thankful that the leadership at this company worked with me to keep a future customer!

ORIGINAL REVIEW 10/22/25
I would give negative stars if I could!! They claim to have wonderful quality items so I ordered a pair of "cozy" pajamas for a friend that just had surgery. They do not send you a confirmation to notify when they will be delivered so it was a waiting game. Once they were received, my friend realized that there were 2 tops and no bottoms! I called customer service (10/9/25) and was placed on hold for 25 minutes at which point I was told that they needed photos of the packing slip and the items. I did that while on the phone and was then placed on hold for another 2 times. I was then told to send photos of the items outside of the packing, the tags and the bags. I had my friend do that for me. I was told that they would get back to me but they would be "closed for the weekend" so I needed to wait until Monday. On Monday I called and again was placed on hold for 30 minutes only to then get a recording that they were closed for the holiday (Columbus Day) and they hung up. Someone did email me later in the day and sent a return label and told me they would send out replacement pajamas in a different color (the original were no longer available). Today is 14 days since the original ones were received incorrectly and the new ones have still not been received by my friend. I have sent at least 4 emails and spent an hour and a half on the phone and have received ZERO satisfaction and customer service from this company. The moment they heard that they had made a mistake they should have had replacements in the mail THAT DAY! But instead they must have a policy to receive the incorrect ones back before sending the replacements. Whatever it is...it does not work and I WILL NOT ORDER FROM THEM AGAIN. I have now requested the order be cancelled with a full return. I do not even want their product any longer. Very disappointed!

I ordered several items in early October 2025. I finally received one item yesterday 10/20 about three weeks after ordering. I still haven't received two things I ordered and I have not heard back from them after two emails about it. The auto emails they send state the items were delivered. But I don't have them, and Cozy Earth is unresponsive. I would say over priced and they definitely under deliver. Or don't deliver at all.

I can't say enough good things about the Customer Support I received. While there was an order issue, they were incredibly resourceful and cooperative fixing everything. While I know we don't live in a perfect world, their response and repair was perfect.

I did receive another response on Nov. 7 from someone at Cozy Earth via email apologizing for my bad experience and was refunded in full for my prior returns/orders and including one I just made for my daughter as a gift from them. The gesture was very much appreciated.

That said, I will try ordering again for myself and see how it goes, but I now have one person to contact and was told to contact them personally if I have any more issues.

I placed an order with Cozy Earth, and I believe the package was lost, it took a few contacts to be able to get in contact with them and solve the issue. Once I received the new package their senior leadership in costumer service got in contact with me to understand what had happened and to apologize for the difficult that I had. I gave 4 starts because it was a challenge to contact them but they were attentive after the issue was solved. I would recommend the company because their products are really great.

I can’t get ahold of them - they owe me a refund and say they haven’t received my return but I have proof of delivery via USPS - via the label they gave me - I tried email, calling, and chat - no one picked up or responded

I haven't had a problem with any of their products (Honestly very good, I've spent over 10k on them) but their customer service and shipping are the worst I have ever seen in retail. I've ordered birthday presents twice that arrived days and weeks later than the expedited shipping I PAID for. Their response is things happen and it takes 5-7 BUSINESS days for them to process and order and then an additional 5-7 days for it to ship. If you try to leave a bad review on their website it gets deleted.

I have been a great customer for many years and I recently needed to return some twin XL sheets that just did not stay on my mattress. I have sent 3 messages to support and have tried to call as well. I have been ignored on every request even though the company offers a 100 day sleep trial for their sheets. I even mentioned just giving me a credit for the sheets and still NO RESPONSE FROM ANYONE.

This brand has to be a fraud. I returned my items more than a month ago and I still have not received my refund back. Which freaking company takes one month to review your return???? I wouldn’t recommend shopping with them.

I purchased a set for a Cal King bed. Got them installed. Liked the way they felt. However, they started to come up along the sides. I had to keep pulling them down. I called them. They asked me how I washed them and to check my mattress measurements. I did and sent it to them. They then suggested some mattress elastic bands to keep them tight. This was why I bought theirs. I said I could have got them elsewhere for alot less than theirs and used straps. They offered me a discount on next order. Why would I order from them again anyway? Their customer service sucks. They said I could send them back but I would have to pay postage even though they falsely advertised them. They didn't care. So, beware.

Updated 10/92025

A member of leadership team responded immediately to my complaint and resolved my issue within one hour. The flawed sheets are being replaced and she submitted the claim on my behalf. it doesn’t get any better than !

Had an issue but they resolved it promptly. Thank you for the quick resolution.

Ordered sheets as a gift for my son and daughter-in-law. They received the sheets, never opened or used, but did not like that material and returned. Its been over 30 days and they still have not processed a refund. Each time I contact them, via phone or email, and its been a half dozen times, they say they have item but they are inspecting item and also they have a new warehouse. They refuse to refund me and keep delaying. Buyer Beware.

Quality has gone down significantly since this company first appeared. I have had holes appear in several items that I have purchased and more than one warrant claim if ignored by this company on items that were clearly defective at the seams or so paper thin that a light breeze would rip them. I've compared newer purchases to the thickness of items from several years ago and there's a major difference in fabric texture, weave, and thickness. Customer service is lacking. Why am I paying the same or more for a substandard material that I'm not sure is even what you claim it to be (and also won't honor your warranty and make me file new ones and ignore those too).

I bought their pillow based on their reviews… But let me tell you that the pillow is horrible. It’s pretty flat, which is what I was looking for, but it’s hard and lumpy. Literally a $10 pillow from Kohl’s is better than this one. This company has done marvelous on their marketing to make them seem like a luxurious company, including being supposedly “Oprah‘s favorite”. But let me tell you I will never shop from them ever again. I tried to contact customer service twice and it took several days before they got back to me, and the restocking fee is outrageous to return something. The worth of this pillow is nowhere even near what it cost to buy. It. Buyer beware with this one… This pillow is terrible quality. I wouldn’t be shocked if they didn’t alter their reviews by one not publishing the low rated ones…