SmallBizGenius Analysis
Cosabella, an online lingerie and swimwear retailer, receives overwhelmingly negative reviews regarding its customer service, return policies, and product quality. Customers frequently report issues with returns, shipping, and unresponsive customer support.
Category Breakdown
Scores based on analysis of 58 recent reviews
Customer Service
2.0/10Numerous reviewers express dissatisfaction with Cosabella's customer service, describing it as unresponsive and unhelpful. Customers report difficulty getting in touch with representatives, receiving generic responses, and experiencing long delays in resolving issues. One reviewer stated, "Customer service does not deliver."
25 reviews mention thisReturns and Refunds
2.5/10A significant number of reviewers complain about Cosabella's return policy, particularly the inability to return sale items. Many customers also report difficulties in receiving refunds, with some claiming their returns were never processed or that they had to pay for return shipping to Italy. One reviewer said, "They stole my money and never gave me a refund."
23 reviews mention thisShipping and Delivery
3.0/10Several reviewers mention issues with shipping and delivery, including long wait times, unexpected customs charges, and packages being shipped from unexpected locations. Some customers also report receiving incorrect tracking numbers or their packages never arriving. As one reviewer noted, "Ordered an item May 25th and it is now June 22nd and I still haven’t received anything."
12 reviews mention thisProduct Quality
3.5/10Some reviewers express concerns about the quality of Cosabella's products, describing the materials as cheap, scratchy, or poorly made. Several customers report that their items broke or became damaged after only a few uses. One reviewer stated, "Scratchy and poor quality for price."
10 reviews mention thisSizing Issues
3.0/10Several customers reported that the sizing of Cosabella's products was inaccurate, with items running too small or too large. This issue was compounded by the restrictive return policy, making it difficult for customers to exchange or return ill-fitting items. One reviewer mentioned, "Bought various sizes. Did not know they were coming from Italy. Shocked to discover returns are not free."
6 reviews mention thisPros & Cons
What Customers Love
"My refund appeared 3 working days after returning so for me this was a very positive experience"
"customer care was helpful and I got my full refund quickly."
"Just arrived and had to try on immediately. The pieces I ordered are absolutely beautiful and fit perfectly."
"Very good service! My new bra didn't fit well so I wrote Cosabella that I was a bit disappointed. They immediately offered to send another model without additional costs."
Common Complaints
"They advertise heavily in the UK but if you are not happy with your purchase you need to ship the product back to Italy which costs a fortune."
"The customer care is not replying to any of the mails. Worst customer service ever"
"Buyer beware! You cannot return/exchange SALE items (not just final sale items, which one expects) which is ridiculous for an online retailer."
"Ordered from the genuine Cosabella website. Very poor quality bra (scratchy and cheap material) for over £50, I would suggest spending your money elsewhere."
"Ordered an item May 25th and it is now June 22nd and I still haven’t received anything."
Common Questions About Cosabella
Answers derived from customer review patterns
Is Cosabella legit and trustworthy?
While Cosabella is a real company selling lingerie and swimwear, the overwhelming negative reviews raise serious concerns about its trustworthiness. Customers frequently report issues with returns, customer service, and product quality. Many reviewers claim they were unable to get refunds for returned items or received defective products. Given these widespread complaints, potential customers should proceed with extreme caution and be aware of the risks involved.
Based on 45 reviewsDoes Cosabella have good customer service?
Based on the reviews, Cosabella's customer service is a major pain point for many customers. Numerous reviewers describe the customer service as unresponsive, unhelpful, and difficult to reach. Customers report long delays in getting responses, receiving generic replies, and struggling to resolve issues with returns or defective products. This suggests that Cosabella's customer service is not reliable and may not provide adequate support to customers.
Based on 25 reviewsIs Cosabella worth it for small business?
For small businesses considering Cosabella, the reviews suggest significant risks. The numerous complaints about poor customer service, restrictive return policies, and questionable product quality could negatively impact a small business's reputation and customer relationships. The potential for shipping delays and unexpected customs charges could also create logistical challenges. Given these concerns, small businesses should carefully weigh the risks and consider alternative suppliers with more positive customer feedback.
Based on 50 reviewsWhat is Cosabella's return policy like?
Cosabella's return policy is a frequent source of frustration for customers. A key issue is that sale items are generally non-returnable, which is not always clearly stated before purchase. Additionally, customers often have to pay for return shipping, and returns must be shipped to Italy, which can be costly and time-consuming. Many reviewers report difficulties in getting refunds processed, with some claiming their returns were never received or acknowledged. This restrictive and complicated return policy contributes to the negative customer experience.
Based on 23 reviewsWhy are Cosabella returns so difficult?
Cosabella returns are difficult primarily because customers are required to ship returns to Italy at their own expense, and because sale items are not eligible for return. This policy is often unexpected and costly, especially for customers outside of Italy. Additionally, many customers report difficulties in getting their returns processed and refunds issued, leading to frustration and a sense of being mistreated. The combination of these factors makes the return process challenging and contributes to the negative perception of the company.
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