COS Reviews 1,213

Cos delivery time has plummeted. I waited over two weeks for an order. They also keep changing their returns policy so you never know whether you’ll be charged or not, the same with the whole H&M group. Very frustrating. I have a problem with a company wanted to keep actual stores and encouraging people to go to them, but then you have to have the actual products there! Far more is available online (of course), sells out really quickly in store and is gone (so you go online if you’re interested) and it can be hit and miss whether the store you go to has one product and not another - that’s in another store, a third item a different store again. I live in London so there are multiple stores…but I don’t want to have to visit them all!! Prices also gone up a lot but I think they’re trying to position themselves higher up in the chain. Also if they want one to stick with one size to avoid excessive returns, they need more sizing info. Tell us the size the model is and wears at the least, item measurements always better. But essentially with terms changing unannounced from one order to the next, and dreadful delivery times (often at their end not evri’s, in my experience) it’s an incredibly frustrating experience (and one I don’t expect to change for the customer’s benefit).

Date of experience: April 23, 2025

Horrible customer service. Made a typo on my email when ordering and customer service won’t talk to me because I can’t email them from the email address that was used on the order, lmfao. Absolutely ridiculous.

Date of experience: May 12, 2025

It took 5 days to deliver the parcel. I returned the item because it didn't fit me, and it took 5 working days to get my money back. They didn't refund me the whole amount, and took return fees, which was an unpleasant surprise.
In, general I want to say that the quality of COS clothing has dropped a lot, but the prices have skyrocketed. You've lost a client who's been with you for many years and I sincerely hope that I'm not the only one.
I will not recommend your online store to anyone and I will not be a returning customer.

Date of experience: May 12, 2025

Beautiful Budapest, everyone so helpful and friendly apart from the young man in the ladies section of Cos in Budapest with dark curly hair, very rude and unhelpful. I purchased a denim dress on the Saturday he was miserable then and I still went in on the Sunday to buy more items, I asked for a certain size and he walked off and ignored me. So sadly, Cos lost a few good sales as I would have bought more. He definitely needs customer training, it costs nothing to be pleasant. I will go to the store in La Canada when I go to Marbella instead as they are lovely. Beautiful quality clothes. All the staff in the other shops were polite and helpful.

Date of experience: May 04, 2025

Still waiting for delivery of items ordered 3 weeks ago. Tracking shows item out for delivery but ‘delayed’. When I contacted customer services to chase the order, they couldn’t explain the delay and simply offered a refund. This suggests to me that delivery can no longer be guaranteed. Disappointed to say the least.

Date of experience: April 14, 2025

Great quality, great customer service though I rarely shop in store, then I have the staff have been friendly and helpful. Hit and miss with the sizes of some styles but that seems to be the case with many high street fashion retailers at the moment.

Date of experience: April 30, 2025

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