COS Reviews 

Still waiting for my refund on items returned promptly over 2 weeks ago. No one bothering to reply to my emails. Disgusting service
Order 16118386

Die Qualität der Ware ist alles andere als gut.
Nach dem ersten Waschen ist meine Hose erheblich eingelaufen. Das ist heutzutage nicht akzeptabel für eine Hose für 150,- €.

The quality of the product is anything but good.
My trousers shrank significantly after the first wash. That is unacceptable these days for a pair of trousers costing €150.

I ordered a handbag on line. They shipped me the wrong bag, but charged me for the other bag. I have emailed called customer service, then called customer service then was sent to chat. They told me to ship it back but they needed pictures to prove it was the wrong bag. Provided pictures and now they keep ignoring me. They owe me almost 300.00 and I want my money refunded. Their customer service is absolutely useless. They told me I had to reorder the bag!! Why would I?

I ordered a white long sleeve cotton top which I noticed had a hole on the underarm.

I requested exchange, instead they said I must return and repurchase. I pointed out to customer service that if I repurchased the item I would no longer have the first time customer discount plus in my previous order I had purchased another garment which meant the initial order reached the free shipping threshold…if I ordered again it would mean full price garment plus paying shipping, not happening!

Any half decent company would offer the customer a discount on the repurchase of the damaged item so it could be replaced without me having to pay extra. Not COS though, they really have zero regard for customers.

Anyway under consumer law they can get away with what was mentioned above. However, what they were going to attempt which is illegal under consumer law was to make me pay for the shipping to return the damaged garment!

When I questioned if I would be reimbursed the return fee they said if I wasn’t reimbursed upon the return being received to then contact them and they would reimburse me.

So they basically told me in advance I would most likely have to chase up the return fee with them.

They are an absolutely disgusting business and I wouldn’t touch them again with a ten foot pole. Except I probably will have to when I ultimately have to chase a return fee!

Ordering from COS online and returning items is incredibly cumbersome. Returns take far too long to be processed, communication is poor, and getting your money back can take 14 days.

COS also doesn’t offer exchanges, so if you want a different size or item, you have to wait for the return to be completed before you can use your money again. Unlike Zara and many other retailers, you can’t return online purchases to COS physical stores either.

The customer service is equally frustrating. Staff often seem unaware of what is happening with an order, and despite providing an order number, you may still be asked for a separate tracking number. The entire process should be linked and much more straightforward.

My advice: only buy from COS in store. Avoid ordering online unless you’re prepared for a painfully slow and frustrating returns process.

I bought a T-shirt a month ago. Worn once and washed and noticed a small hole in the sleeve seam. I don’t have the receipt as was a month ago and having spent £30 on the T-shirt I expected more especially from a store that probably considers itself higher end. I went back to a different store to try and exchange it as faulty. They tried quite hard to contact the store I bought it in but they couldn’t seem to find a record of the sale on their system although I was able to give date and hour within which bought and show bank transaction. Apparently rules have changed recently and they can’t even exchange without a receipt. But my T-shirt is faulty? Didn’t care, the manager was obviously frustrated with the policy but walked off and left me saying it wasn’t her rule. ???? There is a fault with what I have bought but no concern for good customer service or good will or using discretion or reputation presumably. I literally don’t understand the attitude and am appalled. Cos you should be ashamed of yourselves and your policy.

I have well and truly learned my lesson. Delivery using COS online is consistently slower than the stated delivery dates, sometimes taking double the time listed. When you have to pay for delivery and an expected timeframe is given, this is purposely misleading.

When I have contacted customer service, they have been unable to do anything until a date that is two weeks after I placed the order. I have asked them to simply send another item using next-day delivery and allow me to return the original when it eventually arrives. Instead, they expect me to front the cost by placing a completely new order, waiting for the original package to eventually arrive, and then returning it.

This is awful customer service. Do not offer an online service if you cannot fulfil orders within the delivery times you advertise.

At the time of writing, I am still yet to receive my package.

I would not recommend ordering online from COS.

I ordered 3 tops, 2 of which didn't fit and I wanted to return them. There was no return label in the package and I couldn't request one on the DPD website — it told me to contact the sender directly.Great.

I emailed Customer Support, but they couldn't help me because I registered with Apple ID, meaning the email I was writing from didn't match the one in their system, so they couldn't identify me, even if I sent them my order number...

I then called their customer service (thankfully I speak English since there's only a UK number available). They promised to send a return label, nothing arrived. I called again a week later, same promise, same result. On my third call, I finally received the label.

I've sent the package back and I'm now waiting to see when I'll get my refund.

A return should not be this complicated....

Sizes are all over the place. Rude dismissive customer service. And I purchased by online an unwearable eyelet lace skirt that rakes skin like a loofa.

Bought a pair of shoes July 2025. Worn once on a cruise (so indoors) and put back in box, wrapped in tissue paper. Took them out again to use a day ago and the silver has come off at various parts of the shoe leaving it mottled and patchy. Appreciate that it has been over a year since I bought them but certainly did not expect the silver to have come off. Now unwearable after once worn. Customer service unable to help so I have lost my money. Will not use this company again.

I had to make three orders for the same item. The first time they lost my parcel. Second time I received a faulty item. Third time I receive a completely different item than what I ordered.

After every failure on their part, I had to call customer service and was always treated poorly. Customer service employees are rude and lack empathy, always with a very unhelpful attitude, basically saying “there’s nothing else we can do for you” every single time.

Had to email multiple times quoting the UK consumer laws that they are violating in order to receive a full refund for my failed orders (they tend to charge for returns as well).
I will never order from COS online again.

Ordered three times the same shirt. First it never gets delivered so I need to reorder instead of them sending a replacement. Then it arrives faulty. And the third time, I receive a pair of trousers instead of the shirt. When I call customer service they are ridiculously rude to me even though this is the third time they make a mistake with the same order and they hang up on me without resolving the problem. Still now I have a pair of unwanted trousers, no shirt and no refund. They are an absolute joke. Don't even bother ordering from them. Save your money. All recent reviews are about the same problems so clearly they don't care a single bit.

Don’t use online.
As you will see, ratings really low and in my experience fully justified.
8 days after ordering online and two reassurances that I would definitely get my order yesterday and didn’t, today Cos admitted that Evri have lost the parcel! They did not deny that perhaps Evri had stolen it. Terrible service

Very disappointed with COS. My order was delayed, but there was no proper communication or proactive update. The only explanation given was the same generic excuse about processing a high volume of orders. Delays can happen, but poor communication is unacceptable. I expected much better customer service from COS.

Love their clothes but ordered a shirt dress that was so oversized I couldn’t see my hands in the sleeves. I returned it within 14 days window via GPO and a week later Evri had stuck a new label on and delivered it back to me?? Now have to return it AGAIN and worried about 14 day window as it sounds like customer service don’t return calls. I will never order COS online again.

I bought a top and skirt, they weren't quite the right fit so I returned them. For some reason it takes 14 days for the return to be confirmed, and you have to chase it up. It's such a shame that it's a reasonably expensive shop, and yet the returns process is awful, and you have to work to make sure you get refunded. This has happened the last few times I returned things even though I don't return things that often so this has been an issue for a while. It's now become not worth ordering from them considering you have to watch it for weeks to make sure you get your money back. And you get charged for a significantly worse returns process than other companies.

I have never experienced such an incompetent returns process from a premium clothing brand.

I placed an online order with COS and decided to return part of it. My return was registered on 2 July, but no prepaid return label was included with my parcel.

After contacting customer service, I was assured that a label would be sent. It never arrived.

From there, the experience became absurd:

* The courier listed on COS’s website for returns in Greece had already discontinued its services.
* Customer service then instructed me to contact another courier (Kronos Express), who replied that they do not handle COS returns.
* COS then gave me the contact details of ACS. The email address they provided didn’t even exist, and my email bounced back because the domain was invalid.
* Throughout the process I sent screenshots proving that every solution they suggested was impossible, yet I kept receiving generic replies asking for information they already had, including my order details and the items I wanted to return.

Weeks later, I still had no practical way of exercising my right to return the goods.

What frustrated me most wasn’t just the broken process—it was the complete lack of ownership. Every response simply pushed me towards another courier or asked me to repeat information I’d already provided, despite my return already being registered in their system.

I have kept screenshots of the entire conversation and all the failed attempts to follow COS’s instructions.

For a brand positioning itself as a premium retailer, this level of customer service is simply unacceptable. Returning an order should not require acting as your own logistics manager or spending weeks chasing couriers that either don’t exist, don’t operate in the country, or don’t even provide the service COS claims they do.

Until this experience, I had always liked COS products. Unfortunately, after this ordeal I will think very carefully before ordering from them again.

I won’t order again from this company or H and M. I ordered a size 12 dress which came from H an M but it was two big so ordered smaller size which took two weeks to get to me and was from Cos.
Because it took so long I was very lucky to return the larger size in time to get a refund as apparently one only has two weeks for a refund!
Even so I’ve had to call the company to request a refund.
Dreadful company - suggest it be avoided.

HORRIBLE QUALITY. Not At all the bras I thought I was ordering. Way overpriced. Way too small, at least 4x too small. Colors wrong. Just everything BAD. Cannot get ahold of customer service for return. Cannot believe I got swindled :( I had been seeing their ads allover TikTok. Sad sad sad.