COS Reviews 1,507

Cos has such lovely clothes but the customer service online is horrendous. The returns portal doesn’t work, which is such a basic thing to get right, and you can’t return online orders to store. A real pain to get it sorted. Buy in store if you must.

Returned items on 31 July. Still Not reimbursed on 2 September . They said payment was organized on 5 August then said it was on 20 August. PayPal is now dealing with this.

I never received my order!!! Dont shop there they’re scammers

Terrible customer service. No acknowledgement of my return and we're talking no small amount of money involved. Returned via the correct protocol - have chased, messaged etc. Nothing x

I bought a tank top from COS while on vacation in the south of France this past July, and after wearing it once, it was permanently stained. Despite multiple washes and trying every stain-removal method possible, the marks will not come out. The top is now completely unwearable after a single use.

When I contacted COS customer service, I was told there was “nothing they could do” because I’m no longer in France and I don’t have the receipt. They insisted this was a store issue, not a company issue — which makes no sense. This is clearly a quality problem with the garment, not a matter of location.

I expected better from a brand that markets itself on quality and sustainability. Selling clothing that becomes disposable after one wear is the opposite of sustainable, and refusing to take responsibility only makes it worse.

I would have been satisfied with a replacement, refund, or store credit, but COS refused to provide any resolution. Very disappointing experience, and I won’t be shopping here again.

I bought a pair of linen trousers in the sale recently, and I take my hat off to the men and women who have designed and made them. So well made! Including a really neat design of adjusting the waist band's width with elasticated button band. I sew my own clothes and know how hard this work is, so I'm very impressed.

Thieves who try to hold onto refunds indefinitely and thinking they can get away with it. Be very careful to track your refunds and email them continuously until you get you money. Purchased 2 items that did not fit sent them both back, checked the tracking and both parcels were received the same day, yet they have only refunded me for 1 am having to write another email to customers services about my refund for the second item. They try to steal from the customers instead of refunds and hope customers will not check their bank accounts.

DO NOT SHOP THERE UNDER ANY CIRCUMSTANCES.
I’ve been trying unsuccessfully for ten days to return an item that doesn’t fit me. The return portal doesn’t work, and no one responds to emails sent to customer service.
They offer a phone number, and I’ve already had two exhausting calls with someone who barely speaks English. Each time, I was promised that Overseas (the courier) would contact me shortly to arrange collection – but, of course, nothing happens.

The worst experience ever. 5 of 7 items of my online order were missing (their value was 300 GBP), most likely stolen at some point cause the box was torn . On the same day the items were delivered, I raised a claim to their customer service. I have not received any news and updates from them, and had to chase every single day. And eventually I had a respond that I need to raise a claim to the bank, cause he weights and measurements of the shipment match the details in the system. So it is not their responsibility if the goods were stolen. I was refused in any refund and had really no, zero support from their customer support.

I’ve been emailing trying to get a refund from an order which I haven’t received. It signed as delivered I turned the whole apartment upside down then the customer service said it was delivered to a pickup location because I wasn’t at home but by then I had left to my hometown for summer holiday. I’ve asked to issue a return and a refund (including the $55 CAD customs tax I had to pay online). My first email was on June 13th. I have sent 17 emails in total, received 5-6 responds from different customer service representatives each time which keeps asking the same questions over and over and can’t even solve a very simple issue. I finally received another email from another customer rep, Lyn, on July 10th, apologizing for the trouble I’ve been put through and saying that my issue will be attended personally. I’ve responded the same day, reminded 2 times on 11th and 17th July but still no response. I’ve sent another email today, DM on Instagram an still waiting for a simple refund issue to be solved. Such a shame and dissappointment frlma huge global company. Never again

It takes a little while to deliver, yes (like 3 weeks from time or ordering), (hence the minus one star), but COS is consistently decent for basics.

I am pretty patient, so this doesn't bother me as long as the returns are FAIR and easy, and the products are of a good quality (which they are for the most part).

I also am able to return easily with prepaid labels (within European Union), and have experienced ZERO issues.

What I did was buy a bunch of things in multiple orders, waited until it all arrived and then shipped the returns from each order back in one big package with one label only.

Worked out great.

I separated each order in a plastic bag with their piece of paper for the return, and got every euro back.

Bought an item on 23of July, was given estimate date of delivery 29-30 of July. It’s now 31st and still no delivery. 8 days!!! Where are these items coming from?
From all the companies I’ve dealt with cos by far has the laziest, longest delivery times.
If one bough anything during sale it’s even longer. Do not give set dates if you are unable to deliver.

I want to make a complaint about their quality. This summer I bought several clothes, and I am showing what happened to them:
1. ABITO MAXI ARRICCIATO CON SCOLLO A V.
I washed the dress only ones, following all washing and drying instructions carefully. But It’s unevenly discolored after one wash!!! I bought this dress for 99 euros! Single-use quality!

2. Cotton wide pants. I bought it a month ago, but today I found out that the fabric has worn out and torn in 2 places. I don’t remember the price, but all clothes are pretty expensive in Cos.

3. While I was bringing the dress to refund, I met a women who faces the same problem after only one wash with her white dress.

4. Additionally, I found out that my friend also met the same problem in Germany with discoloration of fabric, but with brown jeans after again only first wash.

I have no clue why it’s not allowed to attach photos here. I would be much more demonstrative.

My order took a long time to be delivered and then was delivered to the wrong address. Now having a battle with Cos customer services who say it’s been delivered and have photographic proof. The proof is a completely different door! A house, who knows where, instead of a block of flats. So frustrating

I am appalled at the lack of customer service for an online purchase which had to be returned. I have still not received my refund....I have emailed, messaged, phoned etc. to no avail.
Zero stars. They should be ashamed of themselves.

My recent experience at COS Birmingham store was top notch. Excellent customer service from Uriah. I would go as far as to say outstanding. He really should be training COS staff in customer service with added style and rapport. This guy needs recognition so he shines even more. He really shows his skill here. One happy customer.

Didn't deliver my parcel, owes me £195, says it is being returned to the depot (it was never attempted delivery) and to 'be patient'.

Terrible experience with customer services handing me from COS UK to COS EU and then back again. After almost 6 weeks of telling me they were definitely going to resolve my case, they cancelled it saying I hadn’t responded. I’m not sure what I should have responded to. Really the experience has totally put me off ever buying anything from them again!!

Even one star is too much. On other sites I’ve shopped, when you add items to your cart, it clearly shows which items are final sale—usually in red font—before you check out. I didn’t realize this was a final sale item, so I ordered two different sizes. After choosing the right one, I tried to return the other, but they wouldn’t accept it. I reached out to customer service, but they still said no. Now I’m stuck with something that doesn’t even fit, and I’ve wasted $60. They wouldn’t even offer store credit. It’s ridiculous. At the very least, mark it clearly instead of being sneaky about it.

Such poor experience both online and in-store. Store doesn’t even stock basic items so a wasted trip (hours to get to). Online orders take too long to dispatch and deliver, I tried to cancel to shop elsewhere due to the delays and they refused to cancel the order I placed the day before and still hasn’t been dispatched. I used to buy a lot from COS and won’t purchase anything again. I called customer care and that experience was pointless.