COS Reviews 1,201

The delivery service from COS is an absolute disgrace!!
They quote a delivery time on their website which they do not meet, you phone customer service???? - no service back ground music etc.
They say having ordered on 15th items maybe with me by 30th!!! Also said can't do anything? They advised that the as stated on line 7 - 9 days they have missed but it could infact take 14/15 days? The customer service team do not seem to be able to escalate problems to a manager and will not cancel the order.
Possibly the worse online shopping experience - will never shop at COS again

Date of experience: April 24, 2025

Had an issue with my Cos delivery due to Evri’s bad service - called to find my order and was accused of having multiple orders declared missing with multiple accounts connected to my number supposedly! When I asked for information and proof none was provided with the excuse that their system had limitations and I couldn’t be provided with the details I had requested.
Throughout the years I had 2 orders gone missing that never reached my house I had the screenshots and email with cos from 2021 and 2023 - but according to their customer service that makes me a red flag customer that declares orders missing - not that their partner Evri doesn’t deliver and loses orders. So I won’t be shopping with them any more, quality has slipped significantly and sizing is terrible since they decided they’ll only cater to the influencers.

Date of experience: April 09, 2025

Waste of time, place 3 orders with this company not once has it come on time.

Date of experience: April 08, 2025

Delivery is awful. For a company who is trying to give quality, the delivery option are terrible. Nothing for 10 days and no solution offered
First time buyer but also last?
Order 11047527

Date of experience: April 05, 2025

I had a missing item in my order and requested a refund, but COS mistakenly refunded me for a different item instead. When I pointed this out, they insisted they had refunded the correct item and responded with unnecessary sarcasm. After filing a complaint, a representative quickly assured me they would process the correct refund and price match the difference.

However, when I responded confirming the item, another representative then refused to refund entirely. The back-and-forth was frustrating, inconsistent, and extremely unprofessional.

I have now partially paid for an item that I did not receive. Very disappointing experience.

Date of experience: April 01, 2025

I’ve been trying to make a return, but I keep encountering errors on the UPS website. Unfortunately, COS’s return process has been very disappointing. Their system isn’t user-friendly for online shopping returns. Despite emailing them for assistance with the return label, I haven’t received a response. Additionally, they charge $25 USD for return shipping, which feels excessive.

In contrast, I’ve had much better experiences with retailers like Net-A-Porter, Farfetch, or Marks & Spencer. Their customer care for online shopping and returns is far superior.
COS please reply me with the return label.

Date of experience: March 23, 2025

Customer Service is shocking used to be great. Had an UPS delivery and need to return an item. Could not process a return on the portal and had to call customer service. If your item is delivered by UPS it has to be returned in the same way. No returns label and told that they would email me one and that the drop off shop would print it out but this is not the case. Called them several times and realised that the language barrier was a big issue and their understanding was a bigger issue. When asked to speak to a manager was put on hold and eventually I hung up after around 20 mins. Advise don’t order UPS delivery and if you like COS probably order in store. I’d say the way it’s going it’s the beginning of the end.

Date of experience: March 26, 2025

I bought an item from the international store to Canada because cos in the USA didn't have it in my size. I shipped it to my aunt in Canada. First, they charged me $225US for a $190US sweater. I assumed the extra $35 were fees, but then ups charged my aunt another 127$ in fees upon receipt. Even though the order page said nothing about international import fees. It said $0 shipping. When I called the site they said they can't answer my questions. No one knows where the item shipped from and why I was charged so many fees.

Date of experience: March 24, 2025

Absolutely shocking quality denim - after just one wash on 30 degrees the jeans are totally ruined. What a lack of care or attention to development or testing, leading to this being a throwaway purchase. So disappointed to see that the ‘premium’ product is actually just as bad as low end high street.

Date of experience: March 25, 2025

I bought a few T-shirts & the UPS courier knocked the door like it was 1940 or something. He didn’t ring the Ring doorbell & ran off. I complained to UPS so they ordered him to return to deliver the parcel, he left it at a pick up point.
I’m working so I don’t have time to pick up otherwise I would have selected that when I placed the order. Now Cos won’t refund me; that’s a breach of contract so I’m going to the bank to resolve it. All the extra time I wasted wit this, I could have gone to another store to buy the T-shirts and be back for lunch!! I will report UPS to Ombudsman for breach of GDPR.
We should stand up to the useless couriers & retailers who take our money & literally don’t deliver.

Date of experience: March 18, 2025

Review for COS

I placed an order with COS for two pairs of jeans on standard delivery, which was supposed to arrive within five working days. It finally turned up on the sixth day, but instead of two pairs of jeans, I received one pair and a jumper.

After contacting customer service, they apologized and told me to return the incorrect order and place a new one, assuring me they would upgrade the delivery to express. So now I’ve had to pay twice while waiting for a refund on the first order.

The second order was placed on a Saturday with express delivery, which meant it should have arrived by Tuesday (the second working day). It’s now Friday, and the package is still nowhere to be seen. Tracking shows no movement, and I’m flying out on Monday—meaning I’m now left without the jeans I ordered two weeks ago.

This entire experience has been frustrating and unacceptable. How can a company of this size operate with such poor logistics and customer service? Avoid if you need your items on time.

Date of experience: March 08, 2025

I would give this company 0 stars if I could regarding their returns procedure.
No returns in store. No return label in package. I had to pay for the return myself. Customer service line do not help. Been trying to get my refund for 2 months now and after speaking to a customer agent yesterday, he just kept saying "speak to your bank, speak to your bank". You get nowhere and the company at this point seems like the biggest scam around. I loved their clothes but I won't be shopping here again after taking a 200€ loss. Very sad. It feels like a scam.

Date of experience: March 12, 2025

I purchased a costly leather bag from Cos just over a year ago. With occasional use the zip has broken and they don’t want to know. Their customer service policy states “we expect our pieces to remain a part of your wardrobe for years” which is clearly not the case. Extremely poor quality and shockingly bad customer service.

Date of experience: March 11, 2025

I am appalled with the poor service I have received (and still receiving) from COS. I made an order 4 weeks ago for over £500, when I finally received the parcel, 5 out of 6 items was missing. The box was still (what I could see) intact so contacted COS and asked when I could expect the rest of the items, they claim that everything has left the warehouse and because of this I am still liable for the full payment. Apparently it didn’t matter that I had only received one out of the six items I ordered. I am crying inside as they are making me pay over £450 for something that haven't received. Truly appalled with their "I am sorry this is not what you wanted to hear" attitude and that no responsibility is taken from them with what happens from the warehouse until the parcel is received. Worst experience I have ever had with a business so far, by miles!!

Date of experience: March 04, 2025

I wouldn’t even give this store 1 star. It is the worst store and customer service I have ever dealt with. My bag was damaged and I was told to send it back for a replacement or a refund, 4 months later they still have my bag and have not issued a refund or a replacement item. I have been on the chat line multiple times a week in the last 4 months and all the agents end the chat on me so I have to keep going back in the queue and the next agent does the same thing. A girl rang me 3 weeks ago and told me my refund was going to be manually issued and in my account in 10 days, it was all lies to stop me messaging them. I would never recommend this company, their customer service or the products as they claim they’re high quality when they are certainly not.

Date of experience: November 18, 2024

Did a Thredup cleanout kit through COS thinking I could use the giftcard online. Well, turns outs they don't accept gift cards online and the closest store is two states over. I emailed them and they said "not to worry! You can gift it to someone who lives near a store!"

Date of experience: March 02, 2025

Washed the shirts once and they shrank. I didnt even use a dryer. I talk to the store to exchange them or get a refund and they didnt care. Might be the worst customer service I experienced in the US

Date of experience: February 27, 2025

What has happened to my favourite brand?!?

So disappointed with yet another wrong item sent out. The item is now sold out so I can’t get a replacement. This has happened previously and I had to reorder it and return at my own expense.

Your customer service used to be as amazing as your product. It feels like you just don’t care anymore.

They offered me a discount code which I accepted, but only after I questioned why they weren’t going to help me….

Date of experience: February 27, 2025

Missing items - half the order was missing and they are refusing to refund or resend the items without an 'investigation' inferring that I am lying! Avoid!

Date of experience: February 26, 2025

Hideous experience which I wasn’t expected at all from COS. My first and last time buying clothes online ( and I’m done with offline too) there. If you don’t ready to waist your time contacting them continuously, do not consider this brand and I would suggest do not buy anything there ( there are a lot of better brands with great customer care).
1. My order arrived much later then expected date and no one communicate this changes to me
2. Return - I had to texted them twice because they just didn’t do any refund ( always caused of delays) without it. Result- I will receive it much later as expend well.

Guys please awake, let’s ignore this type of companies and support smaller, but better brands!

Date of experience: February 25, 2025