I placed an order on February 16th and immediately I received the order confirmation email which said that the order would be shipped within 3/5 weeks. Almost 3 months have passed and I haven't receiv... Leggi di più
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Despite a legitimate looking website and social media, after the experience I had with them, I can confidently say this company is not to be trusted. I placed an order in January and heard nothing for... Leggi di più
Ordered a sofa set and couldn't be happier! Despite the longer manufacturing time, the end result was definitely worth the wait. the shipment arrived in pristine condition, thanks to the careful packa... Leggi di più
L'azienda ha risposto
THIS WEBSITE IS A SCAM. I was told in late December that my order was delayed until March due to production issues. I have tried to reach out several times but the original customer service email has... Leggi di più
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107 recensioni
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Huge delays with no regular updates
Huge delays with no regular updates
3 months late and had to send many emails to get some updates
18 settembre 2025
Risposta di THAT COOL LIVING
Hello Julien,
We understand that delays are frustrating, and we acknowledge that this order took longer than initially expected due to extended manufacturer backorders, which were outside our control.
As previously communicated, the delay was confirmed by the manufacturer and the order has since been fulfilled according to the final delivery schedule. We also provided compensation to account for the inconvenience.
We appreciate your feedback and regret that the experience did not meet your expectations, despite the steps taken to resolve the situation.
Customer Support Team
That Cool Living
I still dont have the items that I was…
I still dont have the items that I was told would be delivered between 2-4 weeks......items were ordered Nov 6th. The " customer service". is terrible as it doesn't really exist.It appears they are terribly busy and cant even respond to email within 24 hours. And if they respond they lie to you. I was told two weeks ago the items would be delivered in two days. I believe it is illegal to sell on line under false pretenses. being lied to and given falsified information is not a good look. DO BETTER
you sent an email on 12/9 saying my product was about to be delivered and it is still in spain!
16 dicembre 2025
Non scritta su invito
horrible company
horrible company. zero communication, big miss on shipping, try anyone else.
Really? I contacted you on Tuesday 12/9, that is four days, and counting. I opened a chat, no response. I was told in October I would receive my items by November 27, I assumed you meant 2025. If you want to blame the supplier, ok, but proactively inform of your excuse, don’t wait for me to reach out and then only respond when you are publicly outed. I also find it fascinating that your excuse is the busy holiday season, yet when publicly humiliated, you responded immediately. When will you ship my order? The last communication I have gotten from you was 11/7/2025.
I have checked every email address that I have including spam and have no new emails from you. Please resend if your question is do I still want the order, the answer is yes.
Any updates?
5 dicembre 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hello Andy,
We would like to clarify the timeline and facts for anyone reading.
You contacted us regarding your order earlier this week. We did not respond immediately, which we acknowledge. As noted in our replies, customer service response times can be longer during the holiday period. That said, our team did respond once updated information from the manufacturer was confirmed, and we are currently awaiting your reply on how you would like to proceed.
Regarding delivery timing, the original estimate was based on the manufacturer’s standard lead time. Unfortunately, the supplier has since communicated unexpected production delays that affect all authorized retailers. This information was not available to us earlier and is outside our control. Once confirmed, it was shared with you.
Our intention is to resolve orders accurately and transparently, even when delays occur.
We are awaiting your confirmation so we can move forward with your order, whether that means continuing with the revised timeline or discussing alternative options. For clarity, we have received messages regarding this order from more than one email address. Our reply was sent to the address you requested, and we recommend checking that inbox for our latest message so we can proceed.
Customer Support Team
That Cool Living
Miserable experience
Miserable experience! After waiting for the product we ordered for three (!) months, with no follow-up from Customer Service other than when I've been reaching out, I got an automated message saying my order is cancelled. The bar this company sets for response time on customer requests is 5 (!) days which is also below all expectations. One of my worst online shopping experiences!
21 novembre 2025
Non scritta su invito
They have delayed my item twice with no…
They have delayed my item twice with no communication and they have in tempted to ship and cancel without any reason.
This is a really bad company.
17 novembre 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Cy,
Thank you for your feedback, and I’m sorry for the inconvenience you experienced. After reviewing your order, the initial delays were caused by a production backlog on the supplier’s side, which meant the items were not ready as quickly as the factory had estimated. We also should have communicated that delay to you sooner.
Once the products reached our warehouse, the courier was unable to collect the original shipment, so it was cancelled solely to close out that failed pickup attempt.
A new shipment was created and has since been successfully collected. Your order is now on its way from Spain to New York with the promised worldwide express delivery, and it’s expected to arrive by tomorrow.
We fully understand how frustrating the combination of supplier delays and the courier issue must have felt, and we’re working internally with both partners to improve communication and prevent situations like this from happening again.
We’re glad the updated shipment is already en route, and we’re here if you need anything further. Once your item arrives, we’d appreciate any feedback you’d like to share about the product itself, as customer insight is always valuable to us.
Kind regards,
Tony Hopkins
Co-Founder & CEO
That Cool Living
I strongly advise against ordering from…
I strongly advise against ordering from this company. We placed an order for two beds and two mattresses in August, and as of mid-November, we still haven’t received anything. At first, we kept being told that the delivery was delayed, but now we no longer receive any response at all. We will be requesting a refund. Very disappointing experience — never again!
12 novembre 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hello Denis,
We are sorry to read this and understand why the experience led to your review.
After seeing your feedback, I personally stepped in to review the order and what went wrong. The bed has since been delivered, and we acknowledged that the mattress was dispatched far too late, which should not have happened. As a result, the mattress has been refunded in full, and the shipment was cancelled on our side.
The lack of timely communication during parts of this process was not acceptable and fell short of our own standards. We have since identified issues with our warehouse partner that contributed to these delays, and we are actively addressing them to prevent this from happening again.
We regret the frustration this caused and appreciate the patience you showed once we were able to take direct action. Should you ever reconsider, we would welcome the opportunity to demonstrate the level of service we aim to provide.
Kind regards,
Tony Hopkins
That Cool Living
The product selection is fantastic but
The product selection is fantastic but, once I ordered the product, the communication could have been better to explain the delays during delivery
21 luglio 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Ignacio,
Thank you for taking the time to share your feedback and for your kind words about our collection. To clarify, your order was delivered within 5 days of placing it. We’re sorry the communication about your delivery didn’t feel as clear as it should have. Transparency and timely updates are essential to us, and we always aim to keep our customers informed. Your note is a helpful reminder of how we can make that experience even smoother.
We truly appreciate your trust in That Cool Living and hope your piece has found its place in your home.
Warm regards,
Tony – That Cool Living
If I could give 0 stars I would.
If I could give 0 stars I would.
Ordered a set of cutlery from this website 3 months ago.
Didn’t ship on the shipping date. Had to keep chasing and chasing.
Eventually got told after 2 months it will ship the following Monday with 24 hour delivery.
Guess what - it never shipped.
Sent another email requesting an update or refund.
Received a one liner saying my order has been cancelled. No other information regarding refund etc.
bear in mind this was a 300 euro set of cutlery.
Really disappointed with this store. Would never shop again.
31 ottobre 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Joanna,
We understand your frustration with the delay, but to clarify: your order was cancelled yesterday at your own request after we explained that we couldn’t confirm a delivery date that met your expectations due to manufacturer delays. The refund will be processed within two business days of cancellation, and you’ll automatically receive a confirmation email once it has been completed.
You were notified of the cancellation immediately, exactly as requested, and our team followed standard procedure to ensure everything was handled correctly.
We appreciate your understanding and wish you all the best.
Ignore customer inquiries!
I don’t mind the delay because unexpected things can happen, but to have my messages ignored and receive no reply via email or Instagram, while you’re liking other people’s comments, is unacceptable. I already sent you that there was an issue with the address, and I’ve sent it to you twice, yet there’s no response. Explain to me what went wrong. My order was placed in July, and now we are close to November! You are not cooperating with people, your customer service is terrible, and I know that if I request to cancel the order and get a refund, it will take an additional year
21 luglio 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Seetah,
We’re sorry for the delay and understand how frustrating this has been. Our social media channels aren’t used for customer support.
Your order was placed for delivery to Kuwait, and our records show that the delivery delay was caused by repeated address verification issues reported by UPS. We’ve been in contact to confirm the correct details so your order can be processed and shipped properly.
We’ve received your latest address update and will follow up directly to make sure this is resolved as soon as possible. Thank you for your understanding.
What arrived ( almost 3 months later )…
What arrived ( almost 3 months later ) looks nothing like what I ordered.... Poor representation of products -
Waiting for update -
16 ottobre 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Lorraine,
We’re sorry to hear about your disappointment and have already been in touch regarding your order. You reached out less than a day ago, and our team replied within a few hours, requesting photos to review the issue.
The item you received appears to have a manufacturing error, and we’ve begun investigating this with the workshop. Because these pieces are made to order, this process can take a little time, but we’re committed to resolving it properly.
We understand how frustrating this must be and appreciate your patience while we coordinate the next steps.
Some items in order didn't arrive...
Some items in order didn't arrive and customer service stopped responding.
I ordered pillows and a magazine holder, understood there were delayed dispatch timelines but after 2 months part of the order hadn't arrived.
No updates on potential dispatch time, originally customer services were responsive but when they stopped replying had to try to get a refund through bank.
17 settembre 2025
Non scritta su invito
I am still waiting for an order placed three months ago!
I am still waiting for an order placed in March and due to ship in May. I have never received a status update initiated by the company. My requests for updates are mostly ignored. This is the second order where poor customer service has been received, however, I eventually received a refund for the first order.
12 marzo 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Valerie,
Thank you for your feedback, and we’re sorry to hear about the frustration this caused. I can see that your order was successfully delivered on June 30th. Unfortunately, one of the items in your order went on backorder, and the replenishment took longer than expected, which caused the delay.
If there’s anything else you need or if we can support you further, please don’t hesitate to reach out.
Warmly,
That Cool Living
I bought one cushion and ended up…
I bought one cushion and ended up getting three more, they’re soft, bold, and the texture elevates our whole sofa.
6 maggio 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Sounds like the start of a cushion addiction, and we fully support it 💛
Warmly,
That Cool Living
Terrible support experience
Ordered three things: a set of vases and two side tables. The side tables showed as shipped but never arrived and when I reached out to customer support they either didn’t respond, or responded in a short, rude and unhelpful way. They did not answer my question about where the tables were, did not offer any help or information about solutions, and did not offer a refund: Literally ignoring most of what I was asking them. The vases showed up 6 months after ordering. Horrible company.
20 gennaio 2025
Risposta di THAT COOL LIVING
Dear Christopher
We're truly sorry to hear about the frustration you’ve experienced, and we completely understand how disappointing this situation must have been for you.
After looking into your case, we can confirm that our customer support team has responded to all of your inquiries. Unfortunately, the issue with the side tables was due to a mix-up with our previous USA 3PL provider, which led to the items being lost. While the vases were reordered and successfully delivered to you, the side tables were no longer available for replacement at the time, and we had no choice but to cancel them. You have received a full refund for the cancelled items.
If you haven’t received the refund or if you missed the notification, please reach out to our customer service team at customercare@thatcooliving.com, and they’ll assist you right away.
We truly apologize for any inconvenience this has caused and appreciate your patience. We’re committed to providing better service, and your feedback is invaluable in helping us improve.
Warm regards,
TCL Team
Risposta di THAT COOL LIVING
Thank you for taking the time to share this. We are pleased to hear that the communication felt clear and that the artwork met your expectations. We appreciate it.
Warm regards,
Tony – That Cool Living
Worst buying experience I’ve ever had…
Worst buying experience I’ve ever had in my life.
4 gennaio 2025
Orders take too long
Ordered a bowl from That Cool Living in Jan which was stated ‘made to order’ with estimated delivery window March 6 - 20th, which I thought was long but decided to order anyway. I emailed initially to ask for an update and was told that was the shipping window and they didn’t give me an update further than that. I have since emailed twice as the window has passed with no tracking info or status updates on the order. I would avoid if you don’t want to wait a long time for things pr to be ignored repeatedly when you follow up. I appreciate made to order (as I run a business) but updates along the way would be appreciated or at least a response when they shipping window is gone and still no updates .
24 marzo 2025
Non scritta su invito
We purchased a large modular sofa
We purchased a large modular sofa - studio sofa in custom fabric, the cs was super sresponsive nad helpful. delkvery took 12 weeks but hapy how it turned out, and due to the custom fabric we unfotuantelyt had to wait but it was worth it
28 dicembre 2024
Non scritta su invito
Risposta di THAT COOL LIVING
We know waiting on custom can test your patience a bit, so thank you for hanging in there with us! So glad the sofa made it home and turned out just how you hoped 💛
Warmly,
That Cool Living
Slow delivery
Very slow delivery it takes weeks and weeksto arrive, the costumer service have no really skills how to comunicate with costumers.Three stars just beacuse of items , delivery and costum service zero.
10 dicembre 2024
Risposta di THAT COOL LIVING
Hi,
Thank you for your feedback.
I can see that your order took longer in transit due to the busy holiday season in December, which impacted postal delivery times. We had also communicated these potential delays in advance.
Our customer service team always strives to assist customers in the best way possible, ensuring clear and professional communication. We regret that the longer-than-usual shipping time caused frustration, and we truly appreciate your patience.
We hope that despite the delay, you are happy with your items.
Kind regards,
TCL Team
30% COST TO GET MY ITEM DELIVERED
Just another red flag note: all the replies from this company here seem to imply the customers are at fault... their management team should really take responsibility for poor communication and operations vs just defending their poor service in responses.
-------
The company did not pay for the shipping or handle it correctly and now I am being told to pay $300 for the shipment to enter the country due to them not shipping it via Air Freight and not handling a shipping broker to ensure the package gets INTO the country. Customer service is not offering any solutions other than "we are sorry" and there is no number to call which is always a red flag. WOULD NOT RECOMMEND.
They said they replied -- this was the non-helpful reply basically saying good luck and we don't care now that we have your money. Terrible customer care support. Please note these are NOT duties or fees but shipping costs that UPS told me clearly the shipper 99% of the time handles. They are being cheap and cutting corners to offload the cost on customers.
THAT LIVING COOL REPLY & help that they offered:
"There has not been any issue on our end—all documents were correctly filled out for the shipment."
1 marzo 2025
Non scritta su invito
Risposta di THAT COOL LIVING
Hi Alex,
We’re sorry to hear about your frustration, but we’d like to clarify a few points:
• Shipping was fully paid for and arranged as Air Freight. Your shipment is already in the United States.
• As stated in our terms and conditions and shipping policy, all shipments outside of the European Union may be subject to import duties and taxes, which are the responsibility of the recipient. Since your shipment was sent to the United States, it falls under these regulations.
• Duties and taxes are not the same as shipping fees—they are separate charges imposed by the customs authorities in the destination country. Unfortunately, these fees are beyond our control.
• While we do not have a phone line for U.S. customers, we have been fully responsive via email, providing guidance and support throughout the process.
We understand that unexpected fees can be frustrating, and we’re happy to assist in any way we can. Please feel free to reach out via email if you need further clarification.
Kind regards,
Anna | THAT COOL LIVING
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