COS Reviews 151

Hopelessly incompetent staff who are battling with a dreadful web site. Such as shame as the clothes are well-styled and great value. I am now unable to order due to some technical fault - nothing has happened in over a week. Staff fail to listen to what you say and ask the same question you've already answered at least twice.

Cos dispatched a relatively low value item ,RRP €29 in error, when correct (different) item was RRP €25. According to COS Customer service I have to return the wrong item sent and wait for a refund. Their refunds process is extremely slow by the way. If i want the correct item sent to me I must re-order it i.e they do not do exchanges even though they dispatched the wrong item in the first place. Considering that the item in question is a piece of costume jewellery, and of very low value, I am surprised that this is how they handle it. There was no offer to even dispatch the correct item if i sent proof of return.... all the onus is essentially on me to sort this out. I consider this extremely poor service for such a low value item. I work in online sales myself and if we ever dispatch the wrong item, we dispatch the correct item FOC as soon as we are notified of the issue. If the item is of low value we advise the customer that they can hang on to or pass on to someone else. Update: following an email complaint, COS has offered a 20% discount on next order ,

My experience with COS's online store has been very negative. The order was not delivered properly by the courier company (SEUR), and COS customer service offered no effective solution. The claims process was frustrating and lacked transparency. This is a stark contrast to the excellent service I've always received in their physical stores.

Unbelievably horrible customer service for online shopping @ COS. I visited their CAN (Canadian) EN website. Bought a dress and some jewellery. I had purchased the same dress in a different color two months prior in store at the Bloor St location. I was very happy with the dress so decided to buy another color (Only available online). The dress online was more expensive (around $75) online but I was OK with that. When I checked out I triple checked that it was not in US dollars. Nowhere in the checkout did it show US dollars anywhere. Only after the receipt was shared via email did it highlight US dollars. I was pretty mad at this very deceptive shopping experience. But that was just the beginning. I received an email from UPS yesterday telling my package was on the way and before the package would be released I would owe an additional $118 in Taxes and Duties. I assume that is because the package was coming from Europe - and then to US and then to Canada. Insane when I am shopping on the Canadian version of their website and NO where when checking out did it indicated US dollars, or duty or taxes on top of my purchase. I reached out their Customer Service email provided on their website (the Canadian verion) That email bounced back immediately and is not valid. So then I called their 1-855 number. It would not accept any calls from Canada. Then I called the Bloor St store and although the Manager there was supportive of my situation she could not assist and referred me to another US number. That representative insisted I did not have the right Website even though we spent 5 mintues reviewing the web address I was on. In fact there are two CAN versions of the International website. I still have no idea why/how. She then proceeded to give me a phone number to call for Canadian Customer Support. The number was not a Canadian number - it was 11 digits not 10. After a ridiculous conversation where I kept explaining it wasn't possibly a Canadian phone number I finally realized it was a European number. So a cost to me to call that number. I spoke to a representative there who told me I had to contact a Canadian rep, I explained that I was given the European Customer service Line by a US rep as there was no Canadian number. It went around in circles. The entire experience is incredibly ridiculous and it is stunning that they are getting away with it. If you are Canadian DO NOT shop online with COS. I would be wary of H&M as well.

noew sent to Consumer Affairs Victoria - C2025/07/008739
---
to customerservice.au
Email to cos (typos fixed)
--
Dear customerservice.au
I rang cos (I believe it was the Prarhan store or the melbourne elizabeth st store.
I spoke to Shaun and then Chrisian hen manager
I asked about what I believe is a fault in some cos woolen pants.
I shoke to Shaun, who I believe gave me illegal advice. His only response was to ask when I bought these pants and told me that the return policy was 30 days.
I then asked to speak to his manager, C***, and he gave me the correct advice.

I believe COS broke its obligations under the law through its employee/agent S***.

They didn't respond to emails I sent over 4 weeks ago, so I went to return a faulty item in store who was extremely rude. I then had to call for the item to be collected - this process also doesn't work, which I had to explain to the the Manager directions on what was required to ensure the item was collected - awful experience that is still not resolved. I asked for compensation for the experience - and was told I could get a measly 20% off my next order.

After leaving a very bad review of my online shopping experience i have felt compelled to amend this. COS has always been my favourite retailer, up until a year ago never had any problems . I always liked getting lost and found in their store in my London neck of woods and my occassional online shopping was always satisfying too. In the last year or so i found myself not being able to find suitable trousers size in the store ( i wonder if they've changed the measurements and sizes overall to suit and not offend those slightly over weight?)...i am now learning that i am tinier than i thought! Anyway ,after couple of very bad online shopping experiences ( long wait, size measurement changes and even lost in transit items) i ended up rather frustrated and even put off of shopping with COS . However, this bad experience have now been rectified to a significant point and mostly thanks to absolutely fantastic Customers service i had to reach for. Every and each person i spoke to was absolutelly brilliant. Never had to wait for more than 30 seconds on the phone,each and every person i had spoken to were very respectful,understanding ,patient and most importantly helpful. I genuinely hope COS overalll is on the up again (as i understand there's a big technical problem when ordering ,preparing items and delivering which is as i was promised worked on to improve) and as above mentioned this has been my most favourite clothing company ever. Fingers crossed they get back on track

I used to buy a lot of my clothes from Cos when I lived in Europe. Now back in Canada, I am infuriated that Cos regularly has sales that aren’t available to Canadian customers but are available to EU and USA consumers. Why???

After a week with a lost order - I ordered express with DHL, that works - and COS gave me a nice refund for my not receiving order and the problems around it - So not only bad stof here - but they must speed up for delivery - If I will return.
They don't have a good tracking system.

I bought a leather belt and wore it twice. The leather (if it can be called like that), is all gone. Really puts me off from bying again at COS. I feel sooooo ripped off. SHAME on this "BRAND".

I ordered a pair of 8 from the US website because the Canadian website don't shipt to the Province of Quebec, used a reship service, paid for reshipping + customs fees. I wasn't stress about it because shoes at COS are true to size. They sent me a size 9 by mistake.
Than, they proceed to gaslight me stating that a 8 is a 9 or their website whatsover. They call you during the day instead of replying to your email which is really annoying when you work 9 to 5. They never offered a solution whatsover. I am loyal customer but this was the final straw.

COS cancels part of your order several days after you have paid for it, then they don't refund you. On 9 January I purchased 2 items. On 17 January I get a message to say my order is ready for collection, but the same message states 1 of my items has been cancelled and will be refunded. I get delivery for 1 item. As of 8 Feb no refund from them. They are hoping customers do not notice their scam. They are the only retailer that cancels part of an order several days after you have paid for it. Pure scammers!

I made a return but it's been over 10 days and I am yet to get any update. There's not many options to contact customer service, I used one via FB but no update from them either. I'll be opening a dispute to get money back and I'll never buy from them again.

I ordered online clothes from COS and requested express delivery. Since the regular postage couldn't deliver on time, they made the extra effort to use UPS for faster delivery and didn't charge me for the express shipping cost.It's impressive about the care of customers' needs.

Trying to return things bought online is a nightmare! If they get registered in Klarna or not appears to be at random (50% of my purchases haven't). Then when trying to arrange a refund, you get shuttled between cos and klarna to resolve, each say the other party is to blame. First time, Klarna ended up with £55 of mine that there's no way of getting back as the purchase isn't registered to my account. Second time, I've tried to resolve this problem before sending the goods and Klarna have said that I didn't accept some T&C's (which I don't remember being prompted to do) so I can't retrospectively get the order logged!!

Totally unacceptable from both parties. Beware!

I used to love shopping in store in Cos. Was always a great choice of clothing, fantastic customer service etc. For over 10 years I have shopped in Cos and most seasons shop there to replenish my wardrobe with basics and staple items.

In recent months it has gone so downhill. A prerequisite of working in Cos (especially Canary Wharf) is to look miserable, ignore customers, offer no pleasantries and do the absolute minimum when it comes to customer service. The staff offer absolutely nothing to the people shopping in there.

It has got so bad that after I went in to Cos this week to purchase some of their new range I put everything back that I was going to buy and walked out. I went online and shopped with another company instead. I thought maybe it’s just me but after speaking to colleagues it seems to be how it is now and we all have given up with the brand.

I have been shopping with Cos for over ten years and ordering consistently online for the last four years. I have always received an excellent service and fast service. BUT in the past few months the service has deteriorated massively. I never thought I'd be giving Cos a one star rating. Here's why. After placing an order it is taking several days before it is even shipped. This is nothing to do with the courier company which is what Cos customer service want you to believe. Communication via email has declined with little or no updates about orders and refunds. Returns are not being acknowledged and I'm having to chase for a refund each time but have to wait 14 days before they process it even though I know it has reached their warehouse. Since closing their UK based customer service centre in December 2024 (H&M owned) the quality of customer service is now appalling. They just keep fobbing you off with generic comments and answers and don't resolve the issue. I elect to complete a survey at the end of the calls but if the outcome of your call is not positive they cut you off not giving you the chance to complete your feedback. This review is based on 7 Cos orders and approximately 12 interactions with customer services since December 2024.

Jasmin make my shopping in COS wonderful. She is helpful and friendly. She also all the way to get my size. Thank you Jasmin.

Bloody awful customer service and they cut you off before you can complete the customer survey so I thought I'd share it here!

Computer says no!

Not sure how it’s possible to be the second caller in the queue for a whopping 10 minutes and then spent an additional 6 with no resolution but being hung up on. But Cos are absolute cowboys as others have mentioned.

I’ve been waiting a week and my order still hasn’t shipped, I tried to login, it won’t let me even though my password hasn’t changed, used the ‘forgotten password’ link and no email to reset it. Customer service won’t cancel the order and can’t help me access the account. So I suppose I’m left waiting on the never never to refuse delivery which they’ll then charge me £4 EVEN THOUGH they are the ones who delayed my order.

Painful. Shop elsewhere.