Cozey Reviews 

I spent $2400 to build my own couch.

It's a little upsetting to spend that much money just to receive 10 separate boxes with less-than-decent instructions on how to assemble the thing. The assembly took hours, and it's completely impossible to do on one's own. Once it's assembled, the pieces don't match up super perfectly. It's fine if you don't look at it too much.

The couch is comfortable though, and the color is really pretty.

Part of why I bought it was because it was advertised as having machine washable, removable upholstery, but I realized once I assembled it that you can only wash the upholstery if you completely disassemble the whole couch and reassemble it. Which, again, you cannot do on your own.

I just feel a bit swindled. This couch should NOT cost this much.

Shipping did not state the number of boxes to expect. I reached out to the chatbot several times and was repeatedly told it was on the invoice. No, it was not. Also, can't seem to get alignment on the back end of the sofa. The connectors are joined and are in the correct spot, but there is a noticeable difference along the back. I'm hoping it loosens up in a few weeks. Sofa color and material is great.

The easiest couch buying experience ever! And the product turned out better than expected. Great quality and great customer service!!

Quick delivery and very easy to assemble!

Good in store buying experience.

Absolute nightmare following the delivery and working with the remote support team.

Considering the price point for their couches, the quality is sub par.

I’ve had a support ticket open for the entire time I’ve owned this couch, since June 18th to be specific. One of the cushions was shipped with a tear, and one of the modular pieces didn’t line up correctly.

Almost 4 weeks of back and forth. Zero ownership and zero accountability. I’ve sent multiple photos and answered countless questions via email. I’m tired. When I don’t respond to their ticket for 2 days, they threaten to close the ticket due to “lack of response”. Just do the right thing and fix the this, send me something that isn’t defective. I feel like an annoying support ticket rather than a customer that dropped $2,700 on a patio couch I don’t even want to look at.

I’m a patient, reasonable person. I’ve given Cozey every opportunity to help me before I posted this review.

I asked them to process a return given I’m within my 30 day return and they’ve suddenly disappeared on me. I get the sick feeling in my stomach they’re just dragging this on until we surpass the 30 day window.

My order number is 370919 in case the Cozey team wishes to follow up.

Exceptional service was provided by several people at Cozey. Particularly Zedrick and Nancy. The true test is how helpful and friendly customer service is when the customer isn’t buying something but rather returning something.

Because of their help, I’m much more likely to buy from Cozey in the future.

—Neil

The Neptune sofa is nice and sturdy. Customer service was amazing and they sent me replacements to damaged parts really fast and easy. However, putting the covers back after washing is a terrible and very difficult experience. It takes a lot of strength to fit the fabric around the couch. I really hope they rethink the design and include zippers to make it easier. It’s veryyyyy hard. I have kids that spill things all the time, and I dread having to wash the covers.

Great experience and a quality sofa make for a very happy customer.

Comfy sofas, easy to assemble and looks great in our living room.

great experience dealing with the customer service team at Cozey.

Unfortunately there was a problem with my order and once brought to the attention it took customer service weeks to get it fixed. This delayed delivery significantly. Customer service tried to be helpful but I had to initiate several communications in order to get it resolved. They were not proactive and I never received a call from a Manager even though I was assured that I would be hearing from someone “soon”. Upon delivery, the sofa is NOT easy to assemble and we are still having difficulty with one section that does not properly fit in the metal track. Overall I am quite disappointed.

Parts were missing and was not able to complete assembly. After several days of chat bot, voicemail and emailing, the parts were “ordered”. But the expected shipping date was 8 weeks!!! I stopped at the Chicago showroom and the sales rep was able to escalate the issue and change the items to be ordered so it would ship within a couple of days. The items originally were in stock and showed a shipping date of June 30. It then changed to out of stock and updated shipping date to July 1. Then again changed to July 6. Then July 7. And now July 9…but it still has not shipped. And everytime, I have to reach out via email to get an update but it takes until the next day to get a response which typically happens in the middle of the night. Which makes me feel like Cosey doesn’t have customer service in North America. Although that is something that is touted as a “benefit” of buying from Cosey…that it is made in Canada. The sofa also had many loose threads that I have to keep cutting.

You can tell a lot about a company by it's customer service. I had an issue with the original chaise portion of the sofa I purchased, yet the happiness ambassadors (Mary Grace in particular) went above and beyond to ensure we worked through a solution. While the resolution took longer than anticipated, I was happy with it - and am happy with my Cozey couch! Happiness ambassadors indeed! Thank you.

The handling of my order has been completely unacceptable and nobody I have spoken with through normal customer service channels has taken ownership of the situation.

I purchased a Cielo Sofa and matching ottoman from Cozey based on the delivery information provided to me at the time of purchase. My order confirmation clearly stated an estimated delivery window of June 11 through June 24 for both items.

As June 11 approached, I noticed inconsistencies in the information being displayed and contacted customer service. During that phone call, I was specifically told that the issue was simply a system glitch and that my couch would still arrive on June 11 as expected.

Based on that assurance from the representative, I rearranged my schedule and took time off work on June 11 so I would be available to receive the delivery.

June 11 came and went. No couch arrived.

When I contacted customer service again, I was suddenly told there was nothing that could be done. No explanation for the inaccurate information I had been given. No acknowledgment that I had taken time off work based on Cozey’s assurances. No meaningful attempt to make the situation right.

What makes this even more frustrating is that I have screenshots proving that Cozey is still displaying contradictory information regarding this order.

My order confirmation email shows an estimated delivery window of June 11–June 24.

Meanwhile, my current order page showed a ship date of June 22–June 24.

Those are two completely different timelines. One refers to delivery and the other refers to shipping. If the product is not even scheduled to ship until June 22–24, then it was never going to arrive on June 11 as I was assured by your customer service team.

So which information was correct?

Why was I told over the phone that the June 11 date was still accurate?

Why was I instructed, directly or indirectly, to trust information that was clearly incorrect?

At this point, my frustration is not primarily about the delay itself. Delays happen. My frustration is with the repeated misinformation, the contradictory order status information, and the complete lack of accountability when the problem was brought to your attention.

To make matters worse, the matching ottoman has already arrived. I am effectively stuck waiting for the couch because canceling the order now would leave me with a mismatched furniture set and force me to go through the hassle of returns and starting over with another company.

The only reason I am continuing with this purchase is because I do not want to deal with the inconvenience of undoing the entire order.

This order totals more than $2,000 after taxes. For a purchase of this size, I expected significantly better communication and customer service than what I have received.

As it stands today, I would not feel comfortable recommending Cozey to friends, family, or colleagues. The experience has damaged my trust in your company and has left me questioning whether customer-facing delivery promises can be relied upon at all.

Their support is really hot and coldz been trying to return this couch for a week

I've waited many years to purchase a new couch. I felt trepidatious about buying a nice looking and supportive couche only for it to start losing its padded support within 12 months (I've seen it happen in many homes). Cozey has a nice selection of couch colors that aren't black, white, grey, and millenial emerald/forest/jewel green. The Venice Beach pop up allowed a friend of mine to test out the Atomsphere couch before purchasing and having it mailed to my home in the PNW. A month in and I'm very happy with the couch. Fairly easy to set up, definitely recommend putting it together with at least one person to help. My friends love it! Will recommend this couch to others. Worth the wait of finding and worth the money.

The quality for the price is something I am very happy with! From designing my couch to assembly, Cozey made the process super easy, every step of the way!

I had a wonderfull experience with Cozey. Love, Love, Love the couch I get lots of complements. Customer service is very friendly and they resolve my little issue immediately. Cozey is highly recommended.

Great quality, love how I can use it as a side table, laptop stand, eating dinner on the couch table, etc. It fits great in my compact living room. It was also super easy to put together (says a girl who normally makes her husband put everything together).