Cosy Reviews 184

Received items. 7 pack of wooden stepping stone logs.

They turned up mouldy as heck and 3 of the larger ones are a completely different look to the others :(

The guys arrived promptly at 11am and the shed was up and ready to use within the hour. Such lovely friendly guys and very helpful when I asked for it to be turned around.
I absolutely love it is so well made and just perfect for my garden I am over the moon. Really recommend this company. perfect looking little shed and not an eyesore … really looks lovely in my garden. Thank you

Delivery arrived without the parts to make the item. We then had to wait for them to contact the actual supplier of the goods to get replacement parts. They wouldnt just replace with a new complete item. We reported this on 6th November and we are still waiting for the parts to arrive. A very unacceptable wait and the company clearly didnt care at all that they had delivered such bad customer service. There are plenty of other suppliers who provide a much better service I would avoid at all costs

Ordered three weeks ago and seems to going from one airport to another and back again, 12 updates on the tracking. Have no idea where it is now

Order in good faith and items don’t arrive for weeks or months. When ordering they give you no indication of if items are out of stock. Do not order if you need items before a 3 month period. We are a small business that spent over £3000 and needed the items within a sensible time frame but are still waiting for over half the order. The Curiosity Approach have also gone so far down in many educational providers estimation by advertising and linking with Cosy. Not good enough - our children deserve better!

We placed an order with Cosy Direct (Order #100139780) with a clearly agreed delivery date of 1st September 2025. Not only did the order arrive at the wrong address and before the agreed date (while our setting was closed), but Cosy failed to take responsibility for their own delivery errors.

Despite notifying them immediately and requesting a full refund on 2nd September, we have been subjected to weeks of back-and-forth emails, miscommunication, and shifting explanations. At times, it felt like we were being accused of dishonesty, despite providing multiple forms of evidence that the items were never received by our nursery and had to be reordered through another supplier.

What was particularly frustrating:

- A refund was confirmed by their own team on 3rd September, but never actioned.

- They continuously insisted on retrieving items we never received, and in one case, claimed a delivery was accepted by someone who doesn't even work for us.

- We had to repeatedly re-explain the situation, wasting a huge amount of time and creating unnecessary disruption.

- We provided proof of replacement orders through another supplier — still, no resolution.

As of today, mid-September, this issue remains completely unresolved. No refund has been issued, and no accountability taken.

We've worked with many suppliers in the early years sector, and unfortunately, this has been one of the worst customer service experiences we've encountered. Based on how this has been handled, we will not be using Cosy Direct again and cannot recommend them. The lack of urgency, ownership, and basic customer care has been truly disappointing.

July 15th - UPDATE - It has been over two weeks since I emailed Phil with my order number and I didn't even get an acknowledgment let alone any resolution to our complaint. I should not be surprised this is in keeping with their appalling customer service. If I could give minus stars I would. AVOID COSY DIRECT AT ALL COSTS!!!

Cosy Direct has lost a long-standing, high-value customer due to appalling customer service and an outdated, unworkable delivery system.

As the owner of three nurseries, we have spent tens of thousands of pounds with Cosy Direct over the years. Despite this, the way we were treated following a recent failed delivery has been nothing short of disgraceful.

The order in question was placed for De Havilland Preschool. Due to the completely inflexible delivery window offered by Cosy (8:00am to 5:30pm with no further information, tracking or options), the order had to be delivered to our nursery manager’s home, as the preschool closes at 3:00pm. This is a common workaround we’ve had to use many times due to Cosy’s inadequate logistics setup — a setup far behind what is standard across the rest of the sector.

On this occasion, the delivery driver attempted to call, but our manager who was working in a room with children was unable to answer her phone due to safeguarding requirements. No alternative was offered. No safe place option. No free redelivery arrangement. The parcel was taken away and we were (rudely) informed we would be charged £35 for redelivery.

When we contacted customer services to explain the situation, the response was astonishingly poor. The first representative, Kirsty, was obnoxious and unhelpful. The matter was then escalated to someone called Sammie, whose response showed zero regard for the context, our long-standing relationship, or any basic principles of goodwill and certainly no interest in retaining a loyal customer.

Every other supplier we work with offers timed slots, tracking, safe place options or simple FREE redelivery arrangements. Cosy offers none of these, yet imposes punitive fees when their outdated delivery model inevitably fails??!!

To treat any customer this way would be unacceptable. To treat a client that has spent many tens of thousands of pounds over several years in this manner is short-sighted and professionally insulting.

We will not be placing any further orders with Cosy. We are moving to Hope Education who have a normal delivery process and also treat loyal customers with the basic respect that Cosy clearly lacks.

All this for the sake of a £35 charge that could easily have been waived as a gesture of goodwill to retain a high-value client. Instead, we were met with obstinacy and arrogance.

A deeply disappointing end to what was once a valued relationship.

Placed my order and they shipped it to another province. Tried to contact them and all emails are inactive. There is no customer service! It’s a scam. Don’t lose your money like I did.

I nearly didn't order after reading the reviews but I wanted 2 giant bean bags and they were much cheaper here than elsewhere (and I wasn't in a rush for them so figured I didn't mind a delay).
I ordered on Sunday and they arrived Wednesday - couldn't be happier!

This is the second time I've felt compelled to leave a negative review for Cosy (the first review was on behalf of my previous school). We've had several occasions where we've been invoiced for items not yet received, and have had to chase up. This time we ordered four items totalling £478.60. At the time of ordering there was an estimated delivery charge of £5.95. Cosy have so far sent one item, which cost £30.63, and added a £45 dispatch charge to the invoice. I've emailed to query/complain, but a week later there has been no response.

I am doing what I can to discourage our school staff from using this company, and would advise others to do the same.

Placed an order online at the end of March. That was straight forward and easy, website super easy to navigate. Confirmation email for order was sent and everything was great. I rang cosy two weeks later to find out where my order was as I had no update to say why there was a delay. I was told half the items I had ordered were out of stock when I placed the order and they were waiting for more stock to arrive and they would ship by the end of April (almost a months wait). Person on the phone could understand my frustration as really at the checkout it should tell you if items are out of stock just to make you aware. Fast forward 7 weeks later I’ve had most my order and still missing items. I’ve rang again to find out where the rest is to be informed that it wouldn’t arrive till the end of May start of June. I’ve got to laugh as they have sent me 2 catalogs this week. Both have gone in the bin as it’s safe to say I won’t be ordering from cosy again.

When i called, everything was explained quickly and clearly.

The items I have received so far from my order are lovely! I received the email promptly and tracking information for these. However I am over two weeks post my order and haven’t had any communication around the deep spot tray and stand. So all of the other items are also unusable. I have emailed twice and completed an online enquiry to try and determine the time length until delivery. I appreciate it wasn’t necessarily going to be straight away, although I note on eBay it states delivery in 3-4 days. Just some communication would be helpful. No idea if or when I am lovely to receive this order which was a present for my little boy.

I would give a higher score if I receive the item and communication!

Cosy have taken my money and I’ve had no email confirmation of my order, no response to emails, messages or Facebook comments.

Spent nearly £400. Payment has come out under a different company name, which seems dodgy.

This is a scam company!!!
Do not trust them.

Absolutely gutted.

Disgusting !!!!! My partner paid £30 to receive absolutely embarrassing parcel . Was nothing like advertised……. Style , colour or anything!!!!! Don’t be fooled .Scam company could only load 1 pic so comparison to what was received cannot be seen. Was definitely this company my partner bought it not myself !

The Moses basket is beautiful but the customer service is dreadful. My Moses basket stand has come with no screws and one of the wooden toys are broken.
I emailed them, they said the screws would be there and they would have to speak to parcel force about the broken toy.
I have no screws! I have checked thoroughly. I replied and said that to them but I have not heard back. I have emailed three times with still no reply! I can’t have my baby sleeping on the floor! There is no contact number and I don’t honestly know what to do. It’s such a shame because the Moses basket and changing mat is beautiful!

What I liked:
- the ease of browsing the website
- price of the items seem reasonable

What I didn’t like:
- order sent in 2 different parcels - found out today as an important part of the order is missing. Wasn’t made aware of this fact at any stage of the ordering process. The customer service advisor I spoke to even said it’s not something that usually happens. They apologized but no offer of a partial refund for the delivery cost.
- the tuff tray is scuffed and has marks already on it. Really disappointed. Where on earth has this been stored? Was it quality checked before being sent out to me?

This is annoying as I planned on buying more items for Christmas for our garden and my child’s playroom. Going to have to weigh up the pros and cons to decide whether I want to order from here again. One things for sure, I can’t recommend this company to my followers or any of the other parents that are waiting for my review.

We recently had the pleasure of purchasing from Cosy Direct, and I can confidently say their service is exceptional. Their products are outstanding for Early Years and we are proud to purchase from a UK based company! What truly stood out was the exceptional service proved by Tina. She went above and beyond to ensure we were listened to, answering all our questions. Tina was understanding and attentive to all our needs. She made us feel so valued, checking on us every step of the way to make sure we were satisfied. Her dedication and attention to detail truly made all the difference. The products are high quality, sustainable and perfect for the needs of the children in our school. If you are looking for a company that genuinely cares about Early Years education, look no further. Thank you Tina and the entire Cosy Direct team for such an outstanding experience. We look forward to ordering further products from you in the future!

Piece of junk that stopped working in less than a month

I placed an order back in November and I still have not received it. I contacted customer service I received an automated message saying order was fulfilled. The tracking number is not valid that has been provided. Not sure what is going on and customer service is not responsive!!