Cozy Glow レビュー 

Cozy Glow からの回答

6日前

Thank you for your feedback. We are disappointed that you chose to leave a 1-star review before giving us a reasonable opportunity to respond.

You sent us three emails over the course of approximately two hours, from 7pm onwards with the latest being around 11pm, and then left this review before we had the opportunity to reply. As a small independent business, we are not able to monitor emails 24 hours a day.

Regarding your order, Yodeyma no longer produces this fragrance in the 100ml bottle size, so we supplied two 50ml bottles in its place at no additional cost. You have therefore received the full 100ml volume that you ordered and paid for.

We are always happy to help with any concerns, but we do ask that customers allow us a reasonable opportunity to respond and resolve an issue before leaving a review.

Cozy Glow からの回答

2026年9月30日

Thank you so much for such a lovely review! We’re really pleased you’ve been happy with your orders and our candles. Your support means a lot to us as a small independent shop, and we really appreciate the recommendation!

Cozy Glow からの回答

2026年9月19日

Thank you so much for the lovely review and the 10/10! It really means a lot to us. We’re so pleased you’ve always had a great experience with Cozy Glow, and we really appreciate your continued support!

Cozy Glow からの回答

2026年9月19日

Thank you so much for your wonderful review! 😊 It really means a lot to us that you’ve ordered from us several times and have been so happy with both our service and products. We always do our best to get orders packed safely and on their way as quickly as possible, so it’s lovely to hear they’ve been arriving with you so fast! 📦✨

Thank you for continuing to support our small business — we really appreciate it and look forward to packing your next order! 🕯️💛

Ashley & the Cozy Glow Team

Cozy Glow からの回答

2026年9月19日

Hi,

We’re sorry to hear you were unhappy with your experience.

We have checked the Royal Mail tracking again (FB541729574GB), and unfortunately the parcel was not successfully delivered. Royal Mail attempted delivery on 9 August but recorded the address as “Address Inaccessible” and then “Incorrectly addressed – Returned to sender.”

The parcel was subsequently returned to us and Royal Mail confirmed its delivery back to our premises on 12 August. The “delivered” notification therefore referred to the parcel being delivered back to us as the sender, rather than delivered to you.

We appreciate that Royal Mail’s tracking wording may have caused confusion, and we’re sorry if our communication at the time did not make this clear enough.

We certainly did not mean to suggest that your home does not exist; we were explaining the information Royal Mail had provided to us regarding why they were unable to complete the delivery.

We’re also sorry to hear you felt your subsequent messages went unanswered. That is not the level of service we aim to provide, and we apologise for the frustration caused.

Kind regards,
Ashley
Cozy Glow

Cozy Glow からの回答

2026年9月19日

Thank you so much for such a wonderful review!It means the world to us that you keep coming back to Cozy Glow and have built up quite the candle collection! We’re so pleased you love the scents, quality and long burn times. Thank you for your continued support — we really appreciate it!

Cozy Glow からの回答

2026年9月19日

We’re really sorry to see this review, particularly as we acted immediately to put things right when you contacted us.

The item you received was not second-hand. It had been briefly tested in our store to demonstrate to a customer how the incense burner works, which is why there was some previously burnt incense residue inside. We completely understand that this should have been checked and cleaned before being sent to you, and we apologise for that oversight.

As soon as you brought this to our attention, we issued you a full refund and did not require you to return the item, meaning you received all of your money back and were able to keep the incense burner free of charge.

We therefore feel that describing us as a “scam” is particularly upsetting and doesn’t reflect what happened or how we resolved the issue. We are a small independent business and always try to treat our customers with kindness and fairness, and we simply ask for the same kindness and grace in return.

We’re sorry that the item wasn’t presented as it should have been when it arrived, but we hope our immediate full refund demonstrated that we genuinely wanted to put things right, and make it right, which we feel we did.

Cozy Glow からの回答

2026年9月19日

Thank you for getting in touch.

We believe you may have accidentally left this review for the wrong business.

We are Cozy Glow, a candle and gift company based in Coulsdon, London, and we do not sell lounges, motors or the product described in your review.

We have also checked our records and cannot find any orders from you.

It sounds as though your order was placed with a different company with a similar name. We would therefore really appreciate it if you could remove the review from our page and contact the company you actually purchased the item from, as unfortunately we have no connection to your order and are unable to assist with it.

We hope you’re able to get the issue resolved with the correct retailer.

Cozy Glow からの回答

2026年7月5日

Thank you so much for such a wonderful review! It truly means the world to us that you’ve continued to choose Cozy Glow and that every order has lived up to your expectations.

We’re so pleased you’re enjoying the strong scent throw, long burn times, and even burns without tunnelling, as that’s exactly what we work hard to achieve with every candle we hand-pour. We’re also delighted everything has arrived quickly and in perfect condition.

Thank you again for your incredible support and for making us smile with “LONG LIVE COZY GLOW!” We can’t wait to send your next order!

Cozy Glow からの回答

2026年7月4日

We’re sorry to read your review, but we don’t believe it reflects what happened in this case.

We have made multiple attempts to resolve this with you, including four telephone calls and an email, but unfortunately we have not received a response. We have not ignored any of your contacts, and our records do not show any messages from you at all. I checked email and phone records as well as our live chat - No contact was made.

We genuinely want to help resolve any delivery issues, so if you’re willing to get back in touch, we’ll be happy to get this sorted for you.

Cozy Glow からの回答

2026年6月30日

Thank you so much for your incredibly kind review! ⭐️

Your support and lovely words truly mean the world to us. We’re so pleased you enjoy both our products and the experience we aim to create, whether you’re visiting us in the shop or ordering online. We take great pride in carefully packaging every order and making sure each customer feels looked after.

Thank you again for recommending Cozy Glow. We can’t wait to welcome you back again soon! 💛

Cozy Glow からの回答

2026年6月28日

Thank you so much for the review :)

Cozy Glow からの回答

2026年6月27日

Thank you so much for taking the time to leave such an amazing review! It really does mean the world to us as a small independent business.

We’re so pleased you love our hand-poured soy candles and that you’ve had such positive experiences both in-store and online. We always do our very best to provide the kind of customer service we’d want to receive ourselves, so your kind words truly make all the hard work worthwhile.

Thank you for recommending Cozy Glow and for telling others about us—it makes a huge difference to a small business like ours. We can’t wait to welcome you back again soon!

Cozy Glow からの回答

2026年6月27日

We’re delighted you love our hand-poured candles and that you’d recommend them both as a treat for yourself and as gifts. Your support, whether online or in-store, helps us keep doing what we love. We can’t wait to see you again on our next TikTok LIVE or in the shop!

Cozy Glow からの回答

2026年6月27日

Thank you so much for this incredible review! We’re absolutely delighted that your order arrived so quickly overseas and that you’ve enjoyed everything.

It was lovely to read your thoughts on each product. We’re so pleased the Jasmine Candle lived up to your favourite scent, that the shower steamers have become part of your evening routine, the rainbow makers are bringing a little extra sparkle to your home, and that your husband is enjoying the bath salts too!

Thank you for supporting our small business from overseas. It truly means the world to us, and we can’t wait to pack your next order!

Cozy Glow からの回答

2026年5月23日

We are very sorry to hear this and completely understand your frustration. We have now issued a full refund for the order as it appears the parcel was unfortunately lost in the mail.

We sincerely apologise for the inconvenience caused and for the delay in communication. We would never intentionally ignore a customer and we are sorry your experience gave that impression.

Kind regards,
Ashley
Cozy Glow

Cozy Glow からの回答

2026年6月1日

Hi Sally,

I’m very sorry for the experience and the lack of communication. It appears your emails unfortunately arrived in our junk folder, which is why we did not respond sooner.

We have now fully refunded your order and have also raised a claim with Royal Mail as it seems the parcel was lost in transit.

Please accept our apologies again for the inconvenience caused.

Cozy Glow からの回答

2026年6月27日

Thank you so much for such an amazing review! 💛 It really means a lot to us.

We’re thrilled to hear you’re a fan of our Pumpkin Spice candle—it’s one of our favourites too! We’re so pleased you enjoyed exploring the shop and all the unique products we stock, from the hot sauces to the gifts and homeware.

Your kind words about our customer service mean the world to us. We always want everyone who visits Cozy Glow to feel welcome and have a great experience. We can’t wait to welcome you back to the shop again soon. Thank you for supporting our small business!