COS Reviews 

Think twice if order from Cos...
Ordered 4 items... returned 3 got refund
only for 1 item....they saying refund has been issued for all items... unfortunately
I haven't received it...it's been going for 5 weeks nothing has been resolved...and never will be....never again...in this economic climate as a company should think how to treat customers?! I won't shop again with Cos...

Karina Barrell

I am extremely disappointed with the way COS has handled a situation caused entirely by the company’s own error.

I placed an online order on the COS Italy website and paid for a specific item. Instead, COS sent me a different item which was also of a lower value than the one I had purchased.

What I find particularly frustrating is that COS Customer Service acknowledged in writing that an incorrect item was delivered, yet after several exchanges, I continued to receive essentially the same response: I must return the item through their standard return procedure in Italy.

I am currently outside Italy and will not be returning there in the near future. I explained this repeatedly and asked for a reasonable alternative solution, considering that the situation was caused by COS’s fulfilment error and not because I had simply changed my mind about the purchase.

Unfortunately, instead of taking responsibility for their own mistake and finding a practical solution, COS has simply continued to repeat its internal procedures.

Because of an error made by COS, I am the one left dealing with all the inconvenience, the time spent corresponding with Customer Service, and the financial loss, while I have still not received the product I actually ordered and paid for.

For a brand positioned at this level, I expected a significantly higher standard of customer service and, above all, a genuine willingness to find a solution to a problem created by the company itself.

After this experience, I cannot recommend shopping online with COS. When everything goes smoothly, there may be no problem at all, but the true quality of customer service becomes apparent when the company makes a mistake — and in my case, COS failed to provide a reasonable solution.

Clothes are great. Deliveries and returns take forever. Their website is hopeless and their customer service not much better.

Website is dreadful. Even though I am a
Member it keeps insisting I do not live where I do (it’s so difficult to change). I’m then charged for delivery (should be free). So, opt for EVRI pick up point as EVRI are the worst delivery company on earth. Website doesn’t give me an option to choose where I want. I HAVE to have it delivered locally which really doesn’t suit me. I want to pick it up where I work. Called customer services twice which I was trying to navigate my way through this. After explaining everything to one handler she then said she couldn’t handle it as I was in ENGLAND! Second handler couldn’t even understand what I was talking about. Absolutely abysmal service. If it wasn’t for their design I’d never use them again. I still may not as this isn’t the first time.

What appears to be a great store with a fantastic range of fashion is completely let down by its terrible customer service, both in-store and online. Sadly, the poor service has ruined the entire shopping experience for me. I won't be shopping here again.

Service client LAMENTABLE.

I ordered an item on 4th July and by 13th July. It never arrived. I didn’t get any tracking updates. My email asking for answers wasn’t replied to. I eventually rang customer service. I couldn’t understand a word that was being said to me because they had a problem with the connection. The customer services rep said the the item was lost in transit and a replacement was not available. She then changed and said the item was in stock but I had to reorder it myself. The whole episode was a shambles. I was not talking to someone in UK for sure. Her accent was unintelligible. Very poor for a British based company.

Returns process is poor. They say allow up to 14 days which is fine, however you don't even get a confirmation from them when they have the parcel.

I placed an order and requested its cancellation **within one hour** of placing it, while the order was still marked as **"Pending Review."** There was no tracking number, and the order had not yet been shipped.

My cancellation request was refused, and I was told that I would need to wait for the order to be delivered and then return it at my own expense to receive a refund.

This policy is simply absurd.

If an order has not yet been dispatched, customers should be able to cancel it. Instead, I am forced to pay for shipping **twice**: first for the original delivery and then again for the return shipment, even though I requested cancellation before the order was shipped.

Requiring customers to receive an unwanted package and then pay to send it back creates unnecessary costs, unnecessary shipping, and a frustrating customer experience.

What made this experience even more disappointing was the behavior of your customer support representative. Instead of explaining why my cancellation request could not be approved, the representative **closed the chat three separate times while I was still typing and actively discussing the issue**.

Rather than answering my questions, the conversation was repeatedly ended before it had finished. This gave me the impression that the representative was trying to avoid discussing the unreasonable cancellation policy instead of providing a clear explanation. I found this behavior unprofessional and unacceptable.

A simple cancellation option before shipment would save time, money, and resources for both customers and COS.

Unfortunately, this experience has made me lose confidence in shopping with COS. I will not be purchasing from COS again, and I cannot recommend the company based on the way this situation was handled.

I ordered a jacket online and received the wrong item. Although the invoice was for the jacket I intended to order, a totally different one was in the package. When I called customer services, I was told that I would have to pay to return the item. I was also informed that I can’t return it to my local store.

I am very disappointed with the return process. I have been trying for several days to return an item, but the return page keeps showing a "404 – Page Not Found" error. Because of this, I cannot generate the return label or schedule the required parcel collection. There also seems to be no easy way to contact customer support. Shopping should not be this frustrating, especially when returning an item within the allowed return period. Because of this experience, I will not be shopping at COS again and cannot recommend it to others. I hope this issue is resolved soon.
#CosCroatia

Ordered on 4th June, received 24th, with no communication from Cos to find out why delay. I wish I had read reviews before ordering from Cos, appalling customer service. Ordered 3 M shirts. These wouldn't even fit somebody who is XS. Size totally wrong. Really couldn't face returning them after awful service, so all 3 are going to charity shop. Total waste of c£60 but I've learnt my lesson:always read reviews.

Due to their system failure, my returned item was lost and I am still waiting for a refund with no proper resolution from customer service.

I wish I had read these reviews before ordering. Shipping was painfully slow as is the return and refund process.

I assume COS stands for "clothes occasionally shipped".

I won't be using COS again.

Beyond belief that Cos choose to use In-post courier service, who offer only 3 days to pick up from collection point. Most people go on holiday at some point, often for at least a week, so when I tried to collect my order midday on day 4, it had already been returned! When I contacted customer service to enquire, Grace (polite but whose accent I found difficult to understand on phone) said it was impossible to redirect this otherwise out of stock item to a store for me to collect, so I must re-order using ‘Notify me’ button when next available. Cos, what are you doing? I see your reviews for all aspects of customer care are dire, & I see why. Please sort this out.

I ordered an item on April 10th and it still hasn't been delivered. (Order 14857470). I've been waiting for almost a month. I've called Cos Belgium twice. They promise to ensure delivery, but nothing happens. Bad service. Can't recommend.

Waited over a week for item to be delivered. They used Evri. It was delivered to incorrect address. No option to speak to customer service at Evri and receive repeated emails to my complaint asking if I’ve received the package yet. Cos customer service equally stagnant as waiting for evri’s report. Asked to speak to a manager at cos but have had no contact from them,

I have paid £13.00 for express delivery and still haven't received my order. I am always loathed to use COS for online shopping due to past bad experiences but only do so when the items are not in store. NEVER AGAIN!

I ordered some dresses that I wanted urgently for an event and paid the £12 express delivery charge so I would receive them within 48 hours. It is now 72 hours and not arrived. Called Customer Service and they were not helpful and said they would have to raise an incident report. No information on whether I will ever get the items, timeframe or money back..... Absolutely appalling all round. They could barely understand numbers - I had to give my order number 3 times before they could repeat it back correctly. My order number is 14689700 under a different married name (Harrison) if anybody is monitoring this review site and wants to respond to me.

Wanted some tee shirts from Cos. Tried their shop in Coal Drops Yard but they didn’t have the size and colours I wanted. Stock levels seemed low but the service was helpful. Ordered online instead and as this was first order got 10% discount although it was difficult and the website is poor.
Cos confirmed my order by email but the description of colours was wrong and different from my order. Photos were correct. I emailed them as suggested and have now had a reply saying the order will be looked at. Less than impressed by their systems and won’t use them again unless they ensure correct items are delivered and they buck their service up.