Cozey Opiniões 766

Resposta da Cozey

22/02/2026

Hi Jenny,

We’re truly sorry to hear that your sofa hasn’t met your expectations, especially after such an important investment. We completely understand how disappointing it can feel when a product doesn’t perform the way you hoped it would.

Our Performance fabric is designed with a tight, multi-dimensional weave intended to provide durability for everyday use. All of our certified textiles meet strict safety requirements verified by independent labs, and OEKO-TEX® Standard 100 certification confirms that the certified textile components have been tested against strict limits for harmful substances. We’re committed to quality, transparency, and long-lasting materials.

Regarding our policy, we do offer a 30-day risk-free trial so customers can try their sofa at home and return or exchange it within that timeframe. We aim to keep this policy fair and consistent for all clients. That said, we never want anyone to feel unsupported, and we’d genuinely like the opportunity to look into what happened here.

We invite you to reach out to our team directly so we can review your situation in more detail and see what we can do to improve your experience. Your satisfaction matters to us, and we’d appreciate the chance to make things right.

Resposta da Cozey

22/02/2026

Hi Andrew,

We’re truly sorry that your experience with your Ciello sofa, and the return process, has been frustrating. That’s certainly not the experience we aim to provide.

We understand how disappointing it must have felt when the sofa didn’t meet your expectations, and then to encounter additional delays. We recognize that the overall experience felt complicated and drawn out, and we sincerely apologize for that.

Our team has been in direct contact with you by email and phone, sharing tracking updates, extending your return window to give you added flexibility, and proactively arranging replacement packaging as soon as we were informed of the shipping issue. We’re continuing to closely monitor everything to help ensure the remainder of the return process goes as smoothly as possible.

We truly appreciate your patience and the opportunity to make this right.

Resposta da Cozey

21/02/2026

Hi Courtney,

Thank you so much for taking the time to share such a detailed and thoughtful review. We’re so glad to hear you’re loving the the chenille fabric in the color Sage and that the assembly process felt straightforward and easy to manage on your own, that’s exactly the kind of experience we hope to deliver.

We really appreciate you also sharing your feedback about the cushions.

The Gaia XL cushions are designed to create that plush, cloud-like feel. This seating uses a softer, airier fill to give that cozy, sink-in comfort and relaxed look. Because of this construction, some compression, especially in the areas that are used most, is a natural characteristic of cloud-style sofas. Softer cushions are intentionally designed to contour and respond to your body, which can make them feel incredibly comfortable while also requiring a bit of reshaping from time to time.

With this type of fill, gently fluffing, massaging, and rotating the cushions helps redistribute the interior material and restore their loft. Much like high-end pillow or down-alternative cushion construction, a quick reshift can help the cushion return to its fuller shape. It’s also normal for cushions to go through a brief settling period in the first few weeks as they adjust to regular use.

We truly value your comments about the back cushion thickness and the seat cushion performance after the first week. Feedback like this is incredibly important to us as we continue to refine our designs and explore future options, including replacement cushions.

We’d love the opportunity to look into your specific order and see how we can best support you. We’ll be reaching out to request your order information so we can review everything in more detail and explore possible solutions together.

Resposta da Cozey

21/02/2026

Hi Scott,

Thank you for taking the time to share your experience, we’re really sorry to hear about the frustration this has caused.

We completely understand how the feel of a washable rug can be different from what you might expect. Our washable rugs are intentionally designed to be thinner and more flexible so they can fit comfortably inside a standard household washing machine for easy cleaning and everyday maintenance.

Traditional rugs, on the other hand, are typically constructed with thicker piles, dense fibers, heavy backings, and sometimes additional padding or adhesives to hold their structure. Because of this heavier construction, they’re not designed to be machine washed, the weight and materials can make them too bulky for a washing machine and may even become damaged in the process. Washable rugs prioritize convenience and ease of care, which is why they feel lighter and more adaptable.

That said, we completely understand that this difference in construction may not have been what you were expecting, and we’re sorry it didn’t meet your needs.

Regarding your return and refund, we can see that a return was requested, and we sincerely apologize if you haven’t yet received confirmation on your refund. That’s certainly not the experience we want for our customers. Our team will be reaching out to you directly via email shortly to follow up and ensure this is resolved as quickly as possible.

Thank you again for bringing this to our attention, we truly appreciate the opportunity to make this right.

Resposta da Cozey

19/02/2026

Hi John, thank you for sharing your experience. We’re truly sorry this has been frustrating, no one should receive incorrect items, and we understand how disappointing that feels.

When you first let us know that the arm cushion seemed off and that the backrests and armrests might be the original style, we looked into it right away. Based on the photos you shared, one of the arm cushions appeared to be the incorrect size. We therefore sent a replacement high-angled arm cushion cover and insert so it matches your second arm cushion.

That said, the backrests and arms in your photos do appear to be the high-angled version. The box labels you shared indicate “high-angled,” and the connection style visible on the backrests and arms also matches the high-angled design. This suggests you did receive the correct backrests and arms.

Still, we completely understand how upsetting it is to receive the wrong arm cushion, and how concerning it feels if the replacement may not seem right either. A member of our team will be reaching out shortly to review the replacement with you and clarify everything regarding the backrests and arms.

Your experience matters to us, and we truly appreciate you taking the time to share it.

Resposta da Cozey

18/02/2026

Hi Christopher,

Thank you for taking the time to share this, we’re really sorry that our emails came across as frustrating. That certainly wasn’t our intention.

The messages you received were only related to your order and delivery updates, and you weren’t signed up for any marketing emails. Still, we completely understand how even helpful updates can sometimes feel like too much, and we appreciate you letting us know how it landed for you.

Your feedback is heard, and we’ll keep it in mind as we work to make our communication feel more considerate and balanced.