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July 2025 by Brittany Towle
The employees working 7/12 when I went in were every friendly and helpful! Couldn't find my friend so one helped me decide between two sweaters with thoughtful advice
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January 2025 by k f
The environment is a bit strange, when you enter no one acknowledges you and the associates are on their phones or in groups and will just stare at you without speaking. They are rather unfriendly and it’s a bit uncomfortable. I’ve been a few times and it’s always the same thing. Solid 3 for quality of design and I will say the store is always organized and spotless.
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December 2024 by Ayesha Muzaffar
Poor customer service at the Newbury street outlet in Boston. One sales associate helped me find my size. But …On most occasions the associates are not bothered and continue chatting amongst themselves. I go there because of the high quality clothing.
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December 2024 by Tiffany Sumthing
Poor customer service! I ordered an online item and it came with security tags so I brought it in store to have it removed. This male sales associate working night shift was not helpful in trying to resolve the issue, didn’t even look at the security tag and said I need to contact customer service online and have it shipped back to remove. After speaking with customer service they were confused why I was turned away as they could do it in store. I had to come back two times to solve this issue when it could’ve easily been handled the first time and took two seconds.
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June 2024 by Jennifer Law
The customer service leaves a lot to be desired.
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May 2024 by Laurie Roche
Third time I’ve been in the Newbury street store and I won’t go again. I buy online all the time. Love my purchases. However the staff are the store each time is a total deterrent. No customer service, attitude and no reason to. Hopefully not a reflection on the brand, but I would at a minimum do a store visit from corporate and retrain. But I won’t be back in person.
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May 2024 by Michelle
I recently visited this store and encountered difficulty returning an online order. Despite my request for assistance, the lady repeatedly insisted that I should handle the return shipment to UPS myself, citing system issues. This contrasts with my other seamless return experience before with other employees, where similar circumstances were handled without a hitch. Furthermore, it appears that this employee may have treated my other Asian friends in a similar dismissive manner, raising concerns of racial bias.
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April 2024 by Zepu Wu
An Unforgettable Experience at COS Newbury
If you're considering shopping at COS Newbury, my recent encounter may give you pause. Initially drawn in by their chic collection, my shopping experience took a downturn upon attempting a simple return - an ordeal that unfolded into a surreal narrative more fitting for a Kafka novel than a retail transaction.
Upon facing an issue with a coat I'd purchased under the impression it was refundable - a detail assured by the manager, Kristy - I returned to the store seeking resolution. However, what greeted me was a baffling parade of 'managers,' each more inventive with their explanations than the last, adamantly stating the item was a final sale, despite previous assurances to the contrary.
Among this ensemble was an individual with distinctive yellow curly hair, who, for the sake of courtesy, we'll call Daniel. Daniel's approach was less customer service and more a masterclass in obfuscation, marked by a level of rudeness that left me wondering if my ethnic background influenced his demeanor. While this might be speculative, it's a concern that taints my perception of their inclusivity and fairness.
This experience was not just about a disputed return policy but a revealing look into a store culture that seemingly thrives on confusion and inconsistency. For those of you from diverse backgrounds, be warned, the narrative may shift unexpectedly at COS Newbury, especially when returns are at stake.
This isn't just a review; it's a cautionary tale for anyone valuing clear communication and respect in their retail experiences. Shoppers beware - your adventure at COS Newbury might just be more 'unique' than you bargained for.
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April 2024 by Mara Chou
“System Problems” is it sound like a good excuse? If u do not wanna return my clothes, why u open store?
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March 2024 by Zepu W.
An Unforgettable Experience at COS Newbury If you're considering shopping at COS Newbury, my recent encounter may give you pause. Initially drawn in by their chic collection, my shopping experience took a downturn upon attempting a simple return - an ordeal that unfolded into a surreal narrative more fitting for a Kafka novel than a retail transaction. Upon facing an issue with a coat I'd purchased under the impression it was refundable - a detail assured by the manager, Kristy - I returned to the store seeking resolution. However, what greeted me was a baffling parade of 'managers,' each more inventive with their explanations than the last, adamantly stating the item was a final sale, despite previous assurances to the contrary. Among this ensemble was an individual with distinctive yellow curly hair, who, for the sake of courtesy, we'll call Daniel. Daniel's approach was less customer service and more a masterclass in obfuscation, marked by a level of rudeness that left me wondering if my ethnic background influenced his demeanor. While this might be speculative, it's a concern that taints my perception of their inclusivity and fairness. This experience was not just about a disputed return policy but a revealing look into a store culture that seemingly thrives on confusion and inconsistency. For those of you from diverse backgrounds, be warned, that the narrative may shift unexpectedly at COS Newbury, especially when returns are at stake. This isn't just a review; it's a cautionary tale for anyone valuing clear communication and respect in their retail experiences. Shoppers beware - your adventure at COS Newbury might just be more 'unique' than you bargained for.
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March 2024 by Minyu Mei
I checked on the website to see whether the thing I wanted was in stock or not and it said the item was. Then I went in and ask the employees about it, without searching up in their system, they said no. Very rude customer service and poor experience. Didn’t even wrap my bag and then put it in the box. We are customers, not someone that owe you money.
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February 2024 by Pursue 8.
manager and sales people down right rude. clothes are meh for the price. save your time and energy don't shop here
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January 2024 by 빠숑이사랑해
Thank you for recommending clothes colors and helping me find the clothes I'm looking for. I want to come again next time. She was the kindest person I've ever met at a clothing store.
The Korean staff here at the course are really friendly. They were like managers, helping with fittings and kindly checking to see if similar products were in stock or in different colors.
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November 2023 by J A.
The customer service here is nonexistent. Four employees working and not one of them could be bothered to show even a speck of decency. It was so off putting that I tried on a few pieces in-store and bought them online instead.
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October 2023 by Lisa Plinio
Walked in to check out the store. Basically had to walk around two sales persons practicing dance moves in the middle of the store. They didn’t look up once and didn’t acknowledge me or anyone else that walked in. I walked out after a quick walk thru. The person who came in right before me did the exact same thing. Terrible customer service
