COS Reviews 151

The worse company I’ve ever had the misfortune of dealing. Utterly useless, gives misinformation.Also the quality has seriously declined in recent months. Will never buy from them again.

Never buy their items online because of their ridiculously long return/refund policy.
1. The online purchase process is tedious, not simple, keeps asking codes, etc.
2. Took me a while to figure how to return the item. Again absolutely not user friendly process.
3. It takes 14 days (!!!) to review your returned item!
4. No acknowledgement, any notification from COS that they received my return. I had to call them twice to hear that 14 days has not passed yet!
4. It has been 2 weeks, still have not heard a word from COS!
I have never been across such a ridiculous return policy and process.
You are turning away your customers, COS ...

Yet again item arrived,eventually in a poor state. Creased everywhere and in places where there shouldn't be. This was a wool dress so took extra care to iron out the creasing. Due to experiencing this issue before I contacted COS before the last purchase to seek assurance this would not happen again. They said it wouldnt. It's such a shame that COS fail to take care over their garments before posting out.

I've had a number of issues with COS this week and the customer service is the worst I've come across across any sector or industry in years. Firstly, you aren't able to use gift cards online but they don't stock the smaller sizes in store so if you have a gift card that you want to use but can't buy the instore sizes then your screwed and the customer service was TERRIBLE. The agent sounded like a moody teenager.

All round TERRIBLE experience.

Other than instore they are lovely.

I literally don't leave reviews, don't think I've ever done a trust pilot but this experience warrants a review.

If it would be possible, I would give zero stars. Terrible shop terrible service. I made a mistake not trusting the rating here. They did not hand over my order after 4 working days and keep lying that it is on the way. When I was inquiring about my order, their stupid chat agent Jens ended the chat without asking me if my problem is solved, if I have other questions or anything he just ended the chat! Terrible shopping experience

BEWARE of ordering online with COS.
I ordered on Sun 3/11 as a present for my wife’s birthday this weekend and have had no further updates since Tuesday 5th/11, when they said package was awaiting collection by Evri. Delivery leadtime on the website is 3-5 working days.
Also, there is no point in having links on their website to a 'Contact Us' page without giving customers the means of contacting you. It is a (very unhelpful, generic) FAQ page not a Contact us page.
Not impressed with Cos and will not be shopping again.

Horrible online shopping experience… I have returned my item on October 19. 18 days later there’s no return confirmation. In the last 3 days I have contacted them on Messenger 3 times (as this is the “recommended” platform for contact as per their website) and nothing. No one is checking the chat, there’s no automated answer informing the customer about response times. At this point I am not even sure I’ll get my refund…

I love COS clothing and shop regularly online and instore. The reason for this negative review is the multiple negative experiences I’ve had ordering online. Like others have commented, it takes forever to receive an order. For three recent orders, I’ve had to chase up delivery as the tracking showed the item had just been sitting in their warehouse for days, apparently awaiting collection. They claim on their website that “Your order will arrive within 3-4 working days after you’ve received your order confirmation” whereas it actually seems to take around 10 days.

To compound matters, there is no communication about delays - they wait for customers to follow up and then say that there is currently high demand affecting delivery times. However this has been going on for months!

It’s such a shame that their delivery service is letting down the brand and deterring loyal customers from shopping online. I hope they get this issue sorted soon.

Why on earth does it take so long to receive an order from Cos?
They just sit on peoples money for a few weeks before actioning the request? No one available to speak to about the delay. No way to cancel it. Appalling!

I placed and paid for an order on September 27th, before the sale. It's October 22nd now, and the order has not been shipped. Customer service is not responding.

This is the first time I've had this issue with COS. It's a shame. If I receive the order or a refund, I won't be ordering again.

I am a regular customer. Love the brand!!! I usually prefer to shop in the store, but I got tempted to buy online because of promocions. I ordered for the first time on the 4th of October, they said it was on its way on the 15th but nobody showed up (Evri Delivery Service = Useless) on the 16 I got an email saying I refused the package, lie. Today, 18th October I had to call myself to find out that my order will never come. The new excuse is because the package was damaged.I propose to go and collect the items that I already paid for in the shop, not an option. WHERE IS CUSTOMER SERVICE COS??? Your employee can't even tell me where my package is, they cannot call the delivery, they cannot refund me, I think you need to give tools to your employee to be able to help! 

I believe that people are being nasty to the Cos Company.

Their delivery service is fantastic. I always receive what I order and have no problems ever.

Cos clothing and accessories items are absolutely beautiful. So Cos you keep doing what you are doing for your customers and do not let anyone break your soul. Shop elsewhere if you're not happy - please.

Cos do not need negative vibes around them.

Love you Cos always.

Mrs McKenna. Love is Love!

Ive made several online orders with COS and it’s always been fine so im surprised by the volume of negative reviews ..

Delivery is generally fine - within expected timeframe. One time I ordered during sale season and they informed me by email that my order will be delayed.
Returns have been fine as well - I usually return in store.

I like the quality and timelessness of COS pieces especially for natural fabrics so it’s become one of my go to brands.

One thing is they run out of stock/sizes quickly - Id like to think maybe they dont overproduce as much as their sister brands which would be a good thing…

Crap customer service. Bought a pair of size 8 shorts, there was no way they were size 8 . I could fit 3 people into them. Sent an email to their custom service with photos and of course no reply. No way to send them back without me having to pay the postage costs for their error. I bet they will be restocked onto their site to be sold to some other sucker. Last time I purchase their garbage, there is a reason I normally don't shop on these sites and it was a timely reminder to avoid low grade fabrics and sweat shop labour.

My visit to COS New Market Auckland was about exchange faulty item. I purchased it few month ago, but didn’t wear it, when I wear it I realised there is big hole. I came to store I bought it from. Manager said I have to provide receipt , but I didn’t keep it for such long time , so manager said he can’t help me then and wish for me nice day, very strange attitude , I didn’t answer , he was following me till another store I visited, my friend working there. He started to talk with my friend about me, like I’m not there, I told him that I’m here and also understand what he saying , it was so rude ! He said to my friend I need to bring receipt OR show transaction on my credit card . I couple days was looking for that transaction in my 3 credit cards , I found it and went to store again. Another guy told me that he can’t find it in system , he need manager to see it but his not in store this day. So , I spent 2 hours in traffic to reach this store first time and another weekend afternoon to get problem sorted, but nop, I still have to catch right time to find manager to provide evidence that I bought faulty item from their store!!! Unbelievable what a customer service ! They selling bad quality , faulty items and customers for their money should spend their time to find out how to sort it out, so disappointed ! I won’t recommend this store !

Fabulous! Fast delivery, beautifully wrapped and presented.Loved them, I had 3 orders and 1 refund in the past 1.5 months and absolutely no problems.didn’t give reviews until will get the refund, just wanted to see how it goes ( as by reviews wasn’t good) and now when everything sorted out I really need to say will highly recommend to everyone.I don’t understand how customers can write so bad reviews for public without understanding some business problems it’s disgusting , what is effecting business .Do not trust to all bad reviews, it’s only from personal experience.
Huge thank you to all COS team working online and good luck in the future business .
With regards
Your new customer
Valentina

Cos customer service is very poor. So frustrating. They use copy and paste replies. There focus is very much on the limitations of their system, rather than the customer.
I bought a leather bag, 11 months ago. The loops that secure the strap have completely come away, meaning the strap just flaps about. I know things don't last forever, but it was getting on for £100. The bag itself is ok, I can only assume it's a design flaw with the leather loops. I have other bags that last for years.
Cos say they have no access to customer records after 2 months, so because of this they can't do anything to help customers. Other than 20% discount code.
Very disappointing service .

Ordered the most brilliant shoes five days ago and received them today. Best quality, styling and price on thevhigh street, imo. I love my all cos purchases.

Really shocked by how awful their deliveries are. I made an order 8 days ago and it’s been waiting to be picked up by Evri now for 3 days. I spoke to their newly outsourced customer service and was told I just have to wait. There was no attempt to offer an alternative such as pick up my items in a store or any offer to refund their £4 delivery fee. On their website, it states deliveries take 4-6 days. I would never had placed the order if I knew it would take almost double this time. Won’t ever be using COS for online purchases again.. Have no idea where my purchase is and if it will actually turn up

Yes postage is really bad. Ordered nine days ago & still nothing. Four days ago they said it’s on its way. It’s still “waiting to be collected by Evri”. How these companies keep running online I’ll never know. Vinted & eBay secondhand is the way forward I’m sure 🙏🏼 wouldn’t use again & will be telling everyone I know not to use.