I've written a review about this before and here we are again. Cozey customer service reached out to me and offered to rectify the situation. They offered me new cushions, which I declined as I did not want to contribute more to a landfill only to have these cushions end up the same way. I said I didn't think it would happen but I would take a refund for the amount of the cushions and was pleasantly surprised that they returned with offering $500 refund. I gave them my information and now I have been completely ghosted. The email was not a spam or pretending to be Cozey, and yes, I should have been smarter and the joke is on me for giving them my info, I admit that was stupid and they should have just been able to refund onto my card I purchased with. But holy hell, this company is an absolute nightmare from product to now customer service that has my bank info. Shame on me for thinking they'd redeem themselves. Buy a couch somewhere else, y'all.
Risposta di Cozey
Hi Rory,
We’re very sorry that our lack of follow-up left you feeling ghosted, especially after you trusted us with the information requested to process your refund. We completely understand why the silence that followed was concerning, and we should have kept you updated.
We want to reassure you that your refund request has been submitted to our Finance team and is currently awaiting their confirmation. We have also followed up with you directly to confirm this and will continue to keep you updated once the refund has been processed.
We recognize that this was an opportunity to rebuild your trust in us, and our lack of communication only added to an already frustrating experience. We sincerely apologize, Rory, and appreciate you holding us accountable.