Everything is always packaged really well, arrives on next day delivery. Brilliant little shop, highly recommend getting products from cozy glow, make beautiful candles that smell amazing.
Company replied
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See what reviewers are saying
I placed an order never recieved it tried to contact that was hard managed to email.in the end recieved an email saying sorry and would try to resolve the issue then nothing from there never recoeved... See more
Always goes above and beyond very kind caring and an asset to his community in Coulsdon London 😍🥰
This charming little shop is exactly what independent retail should be. The handcrafted candles are beautiful. What really sets this place apart is the genuine, no-pressure atmosphere. You can browse... See more
Company replied
Company details
Information provided by various external sources
Discover the world of Cozy Glow and shop everything from handmade soy candles and home fragrance to bath and beauty, and home and kitchen.
Contact info
160 Brighton Road, CR5 2NE, Coulsdon, United Kingdom
- +44 20 3697 0273
- team@cozyglow.co.uk
- cozyglow.co.uk
3.6
Average
225 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 90% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
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Order incomplete and no way to get in touch
I still await rest of my order I've made. No way to contact them, as when I call I get straight on declined. No answers on email.
16 September 2023
Reply from Cozy Glow
We apologise for the picking error, we did respond to your emails that we received and shipped out a replacement item for you. Thank you for your custom.
Didn’t recieve items, terrible company
Didn’t recieve items, Cosy Glow have now ignored five emails about where my things are but keep pestering me to leave a review for products I didn’t receive, so they’re obviously getting a negative review. Sort it out.
6 June 2023
Reply from Cozy Glow
We do apologise, we did fully refund your order at your request.
Poor service, poor communication
An order made in November 2022 was finally delivered in June 2023. This was without any explanation, apology or email along the way. They did not even respond to my emails querying the delivery.
I suspect they sold stuff online that they did not have in stock. It was not a high value item, but some communication would have helped. The service was rubbish.
17/12/23 - I have just received their response to my review above - it is six months later and is the only communication since the original order (Nov 22). Confirmatory?
21 June 2023
Reply from Cozy Glow
Hello, This item was shipped to you in New Zealand on time in November, we were not aware you had not received it until 2nd March when you got in-touch with us via email, as we import these items from the USA, and we had to order new stock to replace the order that went missing, which took Monkey Business some time to ship to us. Im sorry for your negative experience It was an unfortunate series of delays from shipping to our supplier, but I can see both items did arrive to you successfully.
Completely uncontactable
Completely uncontactable. Tracking number didn't work, team unresponsive.
19 April 2023
Reply from Cozy Glow
Please contact us using the phone number on the website, and you will get straight though to us within office hours 10.5pm Mon-Sat. We would love to held you with your package, it seem it may have been lost with the courier and we can ship a replacement to you.
I never received my frames
I never received my frames, should of been arriving a month ago, I’d like a full refund if they can’t arrive
14 April 2023
Reply from Cozy Glow
We are sorry there have been customs issues with this from the UK to Ireland, so we have processed a full refund after your order was returned to us from customs.
Cozy Glow has cast a spell on me with…
Cozy Glow has cast a spell on me with their incredible soy candles and perfumes! The quality is outstanding, and the scents are simply enchanting. Lighting their candles brings a warm glow and serene ambiance, while their perfumes create a captivating allure that lasts all day. The care and passion of the Cozy Glow team are evident in every interaction. I am absolutely thrilled with my experience and highly recommend Cozy Glow to all seeking a touch of magic in their lives!
Thank you, Cozy Glow, for the delightful journey!
6 March 2023
Unprompted review
Very Disappointed
Very, very disappointed. My order was dispatched but never received by Royal Mail. I emailed Cozy Glow who said they would investigate but gave me no indication as to what would happen next. When I made further enquiries, I was told quite curtly that they needed to reassure themselves that I was not making a fraudulent refund claim! How that was possible when Royal Mail tracking clearly showed they hadn’t even received the parcel, I don’t know! I asked for a refund and I’m still waiting. This was my first order with this company and definitely my last. Avoid!
27 April 2023
Unprompted review
Reply from Cozy Glow
Dear Donna,
We sincerely apologise for the inconvenience and frustration you have experienced with the loss of your package during transit with Royal Mail. We understand how important it is to receive your order promptly and in good condition, and we deeply regret that this was not the case.
We would like to clarify that we did receive your email on the 14th of May, and we promptly responded to explain the process for lost packages. We apologize if there was any confusion or lack of clarity in our response. We intended to provide you with the necessary information and reassurance that we would initiate the investigation with Royal Mail.
Upon being informed about the issue, we immediately initiated a claim process with Royal Mail, as per our standard procedure. However, please note that the investigation and resolution of such cases are subject to the carrier's timeline. In this instance, Royal Mail has indicated that it may take up to 10 working days to complete their investigation.
We apologise if there was any miscommunication regarding the next steps after your initial contact with us. We intended to provide you with regular updates on the progress of the investigation and reassure you of our commitment to resolving the matter promptly. We understand that your expectations were not met in this regard, and we apologize for any frustration caused by the lack of clarity.
Regarding the mention of a fraudulent refund claim, we apologize for any misunderstanding or discomfort caused by our response. We intended to ensure that all necessary steps were taken to verify the situation, as we take the issue of fraudulent claims seriously. We understand that the tracking information clearly shows that Royal Mail did not receive the parcel, and we regret any confusion caused by our statement.
We would like to inform you that as soon as the investigation is concluded with Royal Mail, and it is confirmed that the package is indeed lost, we will initiate the process to ship a replacement to you. Your satisfaction is of utmost importance to us, and we want to make things right for you.
We sincerely apologize for falling short of your expectations with this experience. We value your feedback and take it seriously as we constantly strive to improve our services. If there is anything else we can do to assist you during this process or if you have any further concerns, please do not hesitate to reach out to us directly. We genuinely hope to have the opportunity to regain your trust and serve you better in the future.
Best regards,
Ashley
Cozy Glow
Director
Almost a month later and still haven't…
Almost a month later and still haven't received my order
24 March 2023
Great service and great product
1 March 2023
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
Prompt response from my enquiry and…
Prompt response from my enquiry and item delivered on time. Staff were very helpful and pleasant.
24 February 2023
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
Excellent products
Excellent products. Arrived very well packaged. The lemon grass room spray is amazing
18 March 2023
Unprompted review
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
Excellent candles
Excellent candles. One arrived broken. After a delay, due to issues including the post office strikes, I received a replacement and an extra!
30 November 2022
Unprompted review
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
Love pumpkin spice lovely smell even…
Love pumpkin spice lovely smell even when not lighted
26 November 2022
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
I didn’t receive my parcel yet it’s…
I didn’t receive my parcel yet it’s been 2month already!!! Not even tracking number!! Your service is so bad I try many times to reach u but no one contact me back!!
5 December 2022
Products were easy to locate on the…
Products were easy to locate on the website! Online ordering was quick and trouble free! Order arrived quickly and correct!
18 October 2022
Reply from Cozy Glow
Thank you for taking the time to share your positive experience with us. We greatly appreciate your kind words and feedback.
We are delighted to hear that you received a prompt response to your inquiry and that your item was delivered on time. Providing excellent customer service and ensuring timely deliveries are among our top priorities, and we are glad to know that we met your expectations in these areas.
Our team takes pride in being helpful and pleasant when assisting our customers. It is wonderful to hear that you found our staff members to be accommodating and supportive. We strive to create a positive and enjoyable experience for our customers, and your feedback reinforces our commitment to maintaining a high standard of service.
Thank you once again for choosing our company. We truly value your business and look forward to serving you in the future. If you have any further questions or need any assistance, please don't hesitate to reach out to us. We're here to help!
Still haven’t received one of the items.
14 September 2022
Reply from Cozy Glow
If you can provide your order number we can look into this and rectify this issue for you.
I really loved this company and bought…
I really loved this company and bought from them a few times. I've been really put off buying from them again due to my first parcel going missing... The replacement box having missing items and then not being refunded for the missing items...having to chase the refund multiple times and then finally having to go through PayPal to get the refund. The people working there are lovely and it was such a shame as it has really put me off purchasing from them again. The candles are great but the service wasn't good and something that could have been a quick fix.
12 August 2022
Reply from Cozy Glow
Thank you for your feedback, I have checked and can see the refund was processed by us a few days after we received your email message. We are sorry for the items we could not ship, due to supply chain issues the raw materials became delayed for the missing item.
Reply from Cozy Glow
Thank you for your feedback and review :)
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