I ordered a sectional in early October that was supposed to arrive mid-November. There were no status updates until an email in mid-November saying it would be another month before the couch comes. I was frustrated at the lack of communication til the last hour, so they offered to send me a free side table, which I accepted. The side table was impossible to put together without breaking, so I now have a free broken side table. The couch got here, but one of the pieces appears to have been created upside down, so it doesn’t click into the rest. So I’m now 2.5 months out from having ordered this couch, still couchless, and every time I try to chat with the company, no one responds for hours, and when they do, I can’t find the response. I wouldn’t order something from them again, and I’m hoping I even get a couch of this deal.

You can’t seem to get my order strait. I have contacted you 5X at this point and still waiting for my order to be corrected via another shipment being sent to me which I doubt will be correct. You did compensate me at this point but I get the sense only because I was calling in to return my order. Through out this process I heard all excuses such as new agents on the phone and need to be trained better. This is deflecting and not owning complaint. Also heard excuses abut Canada Post strike. I get there is a strike but there is no need to bring this up when your team keeps making mistakes which means you have to ship me something again. I will not be recommending Cozey to anyone.

I never got my order it is stuck at purolator. But I got billed on day 1 though. Not happy.

Still waiting on delivery of the 6th box. Can’t set up the sofa. Very frustrated and a huge inconvenience!!! Never again!

Customer service was amazing throughout the whole process. Couch is lovely. Was unsure if the color on the website would match in real life, but it does and I love it.

Where do I start? This couch is amazing. We have the low arm atmosphere in green. I easily put it together myself. The couch is SO deep and comfortable. The fabric is soft and I love that I can change in the future! Delivery was super quick and my kids loved playing with the boxes after! HIGHLY recommend. I just wish they had a variety of chairs!

Perfect ordering and delivery experience, only issue is the cushions are too small to fit two people laying down so we are considering an ottoman extension and the seats move so we have to push them back together sometimes

Everything was great, really. The only challenge is that the cushions are really sinking in and losing their fluff. Is there a way to keep that from happening? Another substance I can add to the cushion?

Cynthia in customer service was great. But I'm still pisses. She was about the 4th person I talked to at Cozey about delivery. I ordered on November 7th and I still don't have all my pieces. It was super embarrassing to not have seating hosting 3 events at my house. A friend of a friend waited 3 months for all their pieces.

Customer service was the only positive except that she didn’t get my request right two times. They failed to send me 4 back pieces and the modules are not easy to slide in for the corner sectional modules. You have to do all the work to put the covers on and then lift the modules into each other when each piece weighs 50 pounds. My body is aching, my back is sore and it’s still not put together. There is a gap in the corner edge because the sides can’t slide into each other. You can get a better couch already put together from Wayfair or Amazon without killing your back and dealing with order mishaps and customer service that doesn’t get it right the first time. $80 for one lumbar pillow is astonishing! If you’re making your parts in China then price it that way. The margin you’re making on these should be illegal! Can’t even give a positive side to this because I still don’t have a couch to sit on and they give no credits for their mistakes .

Sofa vraiment très comfortable. Très beau look. Excellente qualité. Le tissu de recouvrement est doux et a un très beau look. Service à la clientèle impeccable.

Excellent produit et Confortable, tissus résistant. J’ai 3 chattes et 2 chiens donc j’ai une bonne idée de sa performance

Very pretty and well made! would highly recommend.

Bonjour, j'ai acheté un tapis de 8x10 le tapis est vraiment beau et je me suis fier sur les informations donnés par votre compagnie et je dois vous dire que j'aurais dû l'essayer en le recevant mais j'ai attendu et il est vraiment beaucoup trop grand pour ma pièce. donc je n'ai pas pu mettre les dernier morceaux du sous tapis, dommage car il est superbe et en passant l'aspirateur j'ai trouvé que ça n'allait pas mon aspirateur veut bouffer le tapis.

Depuis 1an j’ai mon divan cozey, je l’adore tjrs autant que les premiers jours. Il est rester beau malgré chiens et chat.

On the service side, all was ok. Problem resides in the quality of the sofa as all seat, back and side cushions have flattened thus creating a flagrant lack of comfort.

Cozey boasts "Fast & Free Shipping" on their website. Its a load of BS. I placed my order on 11/13/2024 and the order stated the delivery window at the time of purchase was between 11/15-11/22. On 11/14, I was sent an email that my order had shipped along with a Fedex Tracking number. On Monday 11/18, I noticed the tracking number still had not updated and simply showed that the "labels had been created", so I called Cozey customer service. They told me this wasn't uncommon and should be updated within the next 48 hours. Two day later on 11/20, the tracking number still had not updated, so I called back. They advised they would reach out to their logistics team, who would send me an email update within the next 48 hours. Friday 11/22 came around (last day of my delivery window) and I still had not heard from their logistics team, so I reached out to customer service again. They advised they would escalate it within their logistics department and customer service management, and I would get a response within 24-48 hours and a call from someone in their management team that could better assist. Monday, the same thing happened, I called and chatted with their customer service who stated they escalated to both their logistics team and management. Tuesday, same story, no response. On 11/27, I called back and the service rep noted that the previous tickets had been closed and the only open ticket had never been escalated. So here I am 2 weeks from the date of purchase and 5 days past the delivery window with zero indication on why my order has yet to ship or when I can expect it to arrive. I will note, they have indicated my sofa will arrive in 10+ boxes, which means I will need to make plans to be home for delivery or have my $2500+ in sofa parts across by front walk way. At this point, I am about to cancel the order entirely, as there is no reason to pay a premium for a product with terrible customer service.

I had extreme difficulty assembling the couch, and it is not fully assembled. The chase is extremely uncomfortable, and I was unable to exchange it for an ottoman.

Purchased a Ciello XL 2-seater (in opal white) and delivery was quick enough (thus the one star). After assembling the sofa, I noticed a strong smell from the sofa covers so I wanted to wash them right away. When I removed the covers, I noticed that there was an old and reddish stain on one of the seats cover and so I contacted their support. Since there is obviously some damage to the product, I asked them if they sent me a refurbished item to which they replied that I wasn’t supposed to but apparently they have no way of knowing this (this is not true btw). They also mentioned that the product in this color gets stained frequently by "warehouse clerks’ manipulation" and that they have seen this quite a lot. This is unacceptable as the products are supposed to be covered to protect them from these incidents in the first place. I did reiterate to them that the stain doesn’t appear to be from dirt or dust, but looks more like an old wine stain. It’s only after I challenged them that they asked me if the packaging boxes had round stickers on them. Fortunately, I kept the original boxes and did find that there were 2 with these stickers on, which they confirmed that these were "returned modules." They tried to justify that these "returned modules" had undergone a "thorough quality check" and met their standards for "like-new" and were deemed good for resale. This is appalling. First, a returned module cannot be considered as a brand new item as they may have been returned for X reason which I am not privy to, they should be either considered as refurbished or open-box. Secondly, an item cannot be deemed as "like-new" if the material clearly sustained damage (i.e. stain). If their "strict quality control" deemed this product as "like-new" then there is seriously a problem with their process. The main issue is that I bought a sofa expecting it to be brand spanking new, only to find out that the modules were not, that I had to challenge them to get some answers and then, the options that they provided were inflexible. It left me with such a bitter taste that I decided to return the sofa entirely. Now, I am worried with the return process because they state: "once the return has been received, it will be inspected by their quality assurance team, and when they have their ok, they will go ahead and process the refund." Which technically means that I don’t know if I will get my money back and when I will get it!! Horrible experience. For the price and quality of product (there is nothing really special about it), you will find similar or better options elsewhere. Losing all my confidence in the company, I cannot recommend them.

Ordered from their website on September 28th, specifically because the advertised delivery date was between October 11-28th. That was a lie. I kept checking my order and the projected shipping date, watching the date get farther and farther out until I finally reached out to find out what was going on. The answer was vague - port strikes were apparently causing the delay. They promised it would be shipped by November 11th, but the person I spoke to said I should hear back within the week if they could expedite the process. Fine, I wanted this specific couch and was very excited so I waited. I reached out again when I never heard anything back and instead of an answer they just quickly issued a $200 refund. I appreciated that but what I wanted was answers, but most of all, the couch. Today, I checked and saw the projected shipping date was November 14th. I reached out and was told they needed 1-2 business days to determine what was going on and figure out what to do. I said no, and asked for a refund. Happily, they cancelled the order and I am waiting for the money I paid to be refunded, but the process of cancellation was easy. I will update if there are issues with the money actually being refunded. If I were you, I would avoid this company. The reviews on their website absolutely have to be cherry picked or even faked. Do not buy from them - they'll take your money and you'll just waste time waiting for something that I doubt they'll ever send.