COS Reviews 

HORRIBLE QUALITY. Not At all the bras I thought I was ordering. Way overpriced. Way too small, at least 4x too small. Colors wrong. Just everything BAD. Cannot get ahold of customer service for return. Cannot believe I got swindled :( I had been seeing their ads allover TikTok. Sad sad sad.

Received item. . Upon opening hole in back of dress. . Contacted customer service was told to return item and go to website to reorder. .As a gesture of goodwill they would send a 20% discount on next order, not off this item . . The operator could not or would not reorder the dress with the discount at the time of conversation. . The fault lies at THEIR quality control. . Not the customer 😕

Although I very often shop from COS physical stores and I love their clothes and quality, the clothes arrived from their e-shop was of very poor quality. The fabrics were shiny and they looked cheap. Also, it is extremely difficult to return my order, as I ACS, who they work with, does not do pick up and I have to drive 20 minutes to the closest ACS store.

I was disappointed with the service we received from the second staff member who served us at the counter name . His name was Marco and I found his attitude to be arrogant and unprofessional.
I simply asked whether there was an additional 15% discount on top of the sale prices because I had received it on another floor earlier. I was simply asking for clarification.
Marco told me it had been given by mistake and then announced over his communication system, in front of me & my husband, that the extra 15% discount should no longer be given. I felt this was unnecessary and embarrassing, as he could have communicated this privately. His attitude came across as if he was trying to assert his authority. His attitude made my shopping experience in COS unpleasant.
The branch is in Coal Drops Yard, Unit 3 Kings Cross N1C 4DQ
SA : 954015 Till: 04 Date: 13/07/26
Time 14:08 Store: GB0438

I wish I had read the reviews here before I ordered from COS. I am over a week past my order confirmation and still no sign of it. I've just found out they use Evri so I'll probably never get it. And they charge for returns!
There is a COS store 10 minutes walk from me which didn't stock the item I want.. Why can't I order items to collect and return from store? It's absolute madness. I'd never shop with COS online again. Avoid.

I have to say that their cashmere sweaters are on another level of softness

I purchased three final sale items online. Skirt I loved the most and two dresses casual every day which were all right - good price. After I made an order they cancelled the skirt as it was oversold apparently and sent two dresses. I was unaware as I missed that email - and if I knew I’d cancel the entire order. One of the dresses was so large and ugly on me so I called asked for a size exchange or store credit or anything as I can’t style it anyhow or give it to anyone it’s big. They kept repeating its final sale and to read the terms and conditions. I said skirt I ordered was never delivered as a part of recovery at least give me smaller size of the dress however nothing. Disappointed!

Bought a pair of Cos linen trousers, noticed after a few washes they were very thin and a hole was formimg, contacted customer services was asked for photos which I sent, advised to go to the shop where I purchased them, took them to the Stratford branch, advised to contact cudtomer services ?? Not a great response for a pair of £85 trousers which are now unwearable.

WHAT THE HELL!?!?
I ordered a jacket as a gift from my uncle, and it arrived only TOO SMALL. I asked for a refund and gave them the supplied evidencE, AND THEY TURNED IT DOWN
DO NOT USE!

Horrible customer service, horrible security services none of them are actually serving. Stole my phone and wallet within the store in front of the security and nobody did anything. The security wanted me to leave the store and go by myself to the police. They didn’t even call the police!!! No insurance, no safety, no compensation for my loss, no Respect for theuir customers. I don’t need your fake apology!! You better shut it down!!!

Never buy from COS online! COS part of the H&M group is being managed poorly deliberately to close down this part of their operations. This has to be done in such a way that it appears outside their control. A managed collapse/ liquidation. There is no other explanation for the slow downscaling of number of stores from 13 in 2015 to 5 in 2026. It's pretty disgusting because customers face the issues of no returns labels, awful customer service staff like Angel who refused to even repeat article numbers and even the restricted policy to only allow returns online. This is more hassle than it is worth when you have to spend a week to chase getting a UPS label. In the end I spoke with a very professional May. She helped arrange my return but the fact remains that quality is dropping fast with COS clothing and the whole operation seems to get smaller and downscaling.. Be careful not to order online to avoid the headache. I will be back to update how my return eventually is handled.

The customer service is absolutely ridiculous!
I never received an order because the in post lockers were not working. My parcel went back to the sender and I don't know how to unblock the situation. Customer service said me to get on touch with in post, even if they are receiving back my parcel...

Just telling me they will not be able to fulfill part of my order. When I asked about the details through live chat, the CS - Melissa, just tried her best to brush me off. I asked what is her staff number and she said I could find that on the website lol.

If there was 0 I would definitely select! I have placed an order on line and waited for 10 days to be delivered! No update, no possibility to trace my order despite the fact I have subscribed as a customer. When I called the customer service, they have explained that are unable at the moment to deliver and as a solution I have to wait for another 10 days. In case I want to cancel my order and request a refund this will take more than a month since I will have to wait for the delivery to be rejected and after 14 days will be entitled to a refund. On top, when I have requested for a solution, I was explained that they will treat my case with priority and I will have an update after 5 working days! In the end, in the unlikely event I will not receive my parcel, to bother them again. Needless to mention that I have not received any update or parcel so far..

My first purchase in this store turned out to be very disappointing.

I ordered jeans, relying on the size chart available on the website. According to the provided information, the selected size 32 was supposed to be suitable, and even slightly loose. In practice, however, it turned out that the trousers are significantly smaller and do not correspond to the size indicated by the chart.

After reporting the issue, I was informed that I have to cover the cost of the return myself, because it is not considered a “store error.” At the same time, the size chart was described as “approximate,” although such information was not clearly indicated next to the product.

The whole communication felt very schematic and not very individual — the responses were repetitive and did not actually address my case.

It is a pity, because the store presents itself as a premium brand with high prices, however the approach to the customer in a problematic situation did not meet these expectations.

As a result, I do not plan to make further purchases and cannot recommend the store to others.

I ordered online from the UK store on May 11th and experienced the worst service ever.
As per their policy, if you order before 7pm, the day you order on is considered to be a working day. Hence, ideally for 4-5 working days my order should arrive on May 15th.

After checking out, it told me that the estimated delivery date is May 14.

It was May 15, and no information about my parcel whatsoever. I speak to their customer service team on the phone, she mentions that on May 13 my parcel reached their UK warehouse.
I then speak to them via live chat, and they mention that my parcel is still in their Netherlands warehouse and hasn’t been shipped yet.
So COS themselves had nooo idea where my parcel is… in the UK or Netherlands?

I speak to Evri (the UK delivery courier), they confirm they do not have my package and had information that they will receive it maximum May 14, but nothing yet.

0 transparency, 0 trust, all lies.
Also, on live chat they promised to give me 15% for next time, and I haven’t gotten any code or anything to apply it.
On the phone, the lady kept on hanging up, so I would call from a different phone number. All Childs play.

The main reason why delivery dates were critical was because I was staying in a hotel, and flying back to my home country.

So now I’ve flown out with no parcel and lost my money. Hope my hotel enjoys my outfit from COS.

On March 13, While doing some early shopping for my Mother’s Day gift plus a present for my mother’s 95th birthday in May COS Strand Melbourne store , a staff member knocked my phone out of my hand. The screen on my recently purchased Google Pixel Split Screen phone started bleeding and became unusable.
Instead of taking responsibility for their employee’s actions, COS management went silent. When I followed up with the floor manager, I was told that security was “handling it” and he was told not to engage with me. After weeks of delays and following up I was told my only option was to “lodge an insurance claim." Cos is outsourcing their duty of care to a third party and seeking to put me through a protracted insurance process which gives the impression that COS is hoping the problem will disappear.
My mother and I have spent thousands of dollars over the 11 years at COS. Instead of simply making amends two loyal customers are being treated with minimal respect.
I expected the elegance of the brand to be reflected in its customer care." No apology, no gesture of good will. A deeply disappointing customer experience.
Do better, @COS.

Horrible experience with this company, in France COS uses the cheapest delivery possible (while not positioning itself as a budget brand), my first order was just lost, and the second one, which I ordered for replacement, their first disaster, was just sent to some hole, which I need to take a subway to. Never will use their service again. If you position your brand as a high-level brand, you can't just use the same delivery company as H&M does, because in H&M for a shirt I paid 4 times less, which is this "high-level brand". Don't recommend!

I attended the COS store on Neue Schönhauser Str. Berlin on 28 April, to return an item. I encountered the most rude and abnoxious member of staff. Not only did she fail to acknowledge me initially, but she then proceeded to grab the item and receipt aggressively whilst making it clear that customer service was not her priority. Totally unacceptable. I have advised friends and colleagues to avoid this branch of COS. I have also written to COS HQ providing a detailed description of the individual.

Don't order online - very slow dispatch and utter useless AI customer service. I contacted them as I heard nothing for 5 days after placing my order (no confirmation email nor dispatch notification). They claimed my item was already shipped but it wasn't true. They finally shipped after a week according to Impost tracking. Please don't waste your time contacting them. It's actually funny that the AI customer service keep writing in every reply 'so sorry to hear that, I'm happy to help' but in reality they can't help customers with a simple issue and of course they are not sorry!
This is the first time for me to order with COS and certainly the last. I will avoid H&M as well.