Cox & Cox Reviews 

I’ve ordered from Cox & Cox before, as has my mum, and each time we swear never again but then get sucked back in. The problem is that while their stock is beautiful and good quality, their customer service is non-existent and their delivery times are atrocious. This is supported by many, many reviews on this website.

This time I ordered two items (a lamp and a small piece of furniture) and paid £35 for delivery of the items. The order was placed on June 5th and both items were listed as in stock. The piece of furniture has been delivered but the lamp has not even been shipped yet (as of June 16th), and is still listed as being in stock on their website.

I have emailed asking for an update, no response. Their chat function is disabled due to high volume so I sent a message through it with the promise of a response, crickets.

Is my lamp being held hostage? Do I need to pay a ransom? Or do I need to contact my credit card and get the charge cancelled because of a fraudulent transaction? Because currently you have my money with no apparent intention of delivering the missing item or responding to my queries about where it is.

Update 17/06/26:
The response from the feedback team is unhelpful. You want details of my order but have given me no mechanism to provide those details to you. Unless you are expecting me to give me name, delivery address and order number on a public forum?

I have never felt compelled to leave a 1-star review before, but my experience with Cox & Cox has been so disappointing that I feel a responsibility to share it. What began as the purchase of premium outdoor furniture turned into months of stress, inconvenience, frustration and endless chasing at a time when I should have been focusing on recovering from major spinal surgery. I purchased the furniture specifically to enjoy my outdoor space during a 10-week recovery period. Instead, I found myself dealing with one problem after another. The issues started immediately when I was incorrectly charged duplicate delivery fees. Rather than matters being handled efficiently behind the scenes, I repeatedly found myself having to chase different departments and coordinate issues that should have been resolved internally by Cox & Cox. The delivery itself was equally disappointing. I had paid for assembly because my medical condition prevented me from undertaking such work myself. However, the delivery team appeared unaware that assembly and packaging removal had been booked. Their attitude visibly changed once this was raised, and they openly complained about communication failures and their workload during the installation.

The results spoke for themselves.

The furniture was assembled to an extremely poor standard. The quality of the installation was so poor that when a later delivery team attended my property, they reportedly commented that it was amongst the worst assembly work they had seen and even recorded video footage to show their supervisor. Shortly afterwards, components of the furniture began failing despite only limited use.
To make matters worse, I specifically warned the delivery team not to leave my gate open due to extremely high winds on the day of delivery. This instruction was ignored. The gate repeatedly slammed throughout the delivery process, resulting in damage to my property. Despite providing evidence and offering witness statements, Cox & Cox ultimately declined responsibility.

Unfortunately, the situation deteriorated further.

After raising concerns, Cox & Cox eventually acknowledged that the assembly standard was unsatisfactory and agreed to replace the furniture. However, the replacement process became another catalogue of failures.
An incorrect replacement item was delivered to my home. Not only was it the wrong item, it also arrived damaged. Despite this being entirely due to Cox & Cox's error, the item was left at my property and the delivery team refused to remove it. The large item then occupied valuable space in my home for an extended period while I continued to chase the company for collection.
The delivery itself also caused significant distress to my wife due to confusion surrounding the exchange process and the conduct of the delivery visit. What should have been a straightforward replacement became yet another stressful and unnecessary experience.

The most frustrating aspect of this entire saga has been the communication.

I lost count of the number of times I was promised updates or return calls that never arrived. On multiple occasions I was specifically assured that someone would contact me, only to hear nothing. Most notably, after attempting several times to speak with the individual handling my complaint, I was repeatedly told a callback would be made, including one occasion where I was told it would happen within the hour. No call ever came.

As weeks turned into months, I found myself spending more and more time chasing information, requesting updates and seeking basic accountability.

What makes this particularly disappointing is that Cox & Cox repeatedly acknowledged that the service I received fell below expected standards. They acknowledged problems with the assembly. They acknowledged issues with the delivery experience. They apologised for the level of service received. Yet despite these acknowledgements, meaningful action consistently lagged behind the promises being made.

For a company positioning itself as a premium retailer, I found the entire experience astonishingly poor.

Premium pricing creates an expectation of premium products, premium delivery and premium customer care. My experience delivered none of those things. Instead, I received poorly assembled furniture, property damage, an incorrect and damaged replacement item, repeated communication failures, broken promises, prolonged delays and months of unnecessary stress during a period when I was recovering from major spinal surgery.

The true measure of a company is not how it behaves when everything goes right. It is how it responds when things go wrong.

Based on my experience, Cox & Cox failed that test at every stage.

Abysmal Service

UPDATE (22nd June):
Unbelievably, the saga continues. After posting my initial review, Cox & Cox finally woke up and contacted me—not to apologize and send a new item, but to send me bizarre videos of a damaged base in their warehouse, cheekily offering me £25 off.
When I firmly told them I paid for a brand-new item and would not accept their broken warehouse seconds, they went completely radio silent yet again. They have ignored my emails all weekend.
I have now formally cancelled the order. I want my money back for the base and the premium next-day delivery fee I paid for nearly a month ago.
Your customer service is an absolute joke. Give me my refund immediately. I will not be ignored, and I am currently initiating a chargeback with my bank for non-delivery of goods. GET A GRIP AND REPLY.
Shameful service—still waiting for half my order 3 weeks later!
I am absolutely appalled by the shocking lack of customer service from Cox & Cox. I never usually write negative reviews, but this company desperately needs to get a grip.
Three weeks ago, I ordered a parasol and a base, paying extra for next-day delivery. The parasol didn’t arrive until four days later (so much for express shipping), but the base still hasn't arrived at all.
I have emailed them five times with zero response. I then managed to get through to someone on their webchat who promised me a definitive update within 24 hours. Surprise, surprise—total radio silence.
They are quick enough to take your money, but completely vanish when they fail to deliver. To leave a customer completely in the dark with no items and no replies for three weeks is shameful. Save yourself the headache and shop elsewhere.

Worst online shopping experience I've ever had . This company is so badly run , I have had nothing but issues with my first and last order. Paid next day (for wedding gift) arrived 3 days later (delivery charge of £10!! refunded after pushing them for it), return also a nightmare you have to wait and wait until someone can be bothered to ok the return , I sent it back at my expense ,(supposed to be refunding my postage!)they have acknowledged receipt of the return but Im still waiting for the refund , when I chased it they emailed back about a completely different product I never ordered!! Seriously poor service think twice before ordering

I ordered a cabinet on 13th April 26 and still waiting for it to be delivered. The cabinet was showing up as in stock however after a couple of weeks from order date I contacted Cox and Cox who advised it would come into stock at the beginning of June and would be delivered as a priority. I was happy to wait but when I didn’t hear anything about delivery I was told it would be delivered w/c 8th June. Still no correspondence was received re delivery so I contacted again and was promised delivery w/c 15th June. I have heard nothing therefore assume this will not be happening this week. I have checked numerous times since 13th April and the website stated on each occasion there is stock available! Phoned today and couldn’t get through to customer services and also chat line was down. What is happening with my order? This was paid for on 13th April! Not impressed at all. Maybe putting my experience on trust pilot will get some focus. If you can’t fulfil the order let me know and refund me!

Based on your response I have emailed you the information requested and await your reply.

4th July 2026 - I have updated the review as I took delivery of the cabinet last week. The quality of the furniture is very good and I am delighted with it. Paul eventually sorted out the delivery and I’m glad he did as I was so close to cancelling due to the number of times delivery was promised.

Will never buy from these guys again. Bought a rusty pig. After a couple of weeks rust falls off to reveal a resin base - so looks rubbish & no longer rusty. Complained and got pointed to a disclaimer on the website - "look we sell rubbish, we tell you it will be rubbish so don't complain even if you are disappointed. Its not a fault!"
Stay away...

26.06.26 UPDATE second delivery promised for 27/06/26 no contact so thought I’d confirm lo and behold the items are not instock and can’t be delivered so still left with no chairs! Asked for a full refund as not acceptable. Ordered x 6 garden chairs arranged delivery for the 30/05/26 waited in all afternoon nothing delivered/ no contact saying they wouldn’t be delivered.Contacted cox and cox via email and got no response… went on line and used the chat function was told they wouldn’t be delivered until the 2/07/26 over a month after they should be delivered (and needed for 2 kids party’s that we are having at home 🤬) and no alternative delivery dates… asked if the item was out of stock as is showing as immediate dispatch on website and question ignored now again chasing them via phone and sat listening to music for last 15 minutes trying to get through to someone then having the phone put down whilst on hold now onto the second phone call sat in the queue! Worst customer service ever!

First order from this company placed 24th May. Used live chat to check before placing order that next day delivery would be on Tuesday 26th and assured it would be. Order not delivered. Part of order (parasol) delivered the day after and still waiting for the base. Live chat has been unavailable, messages left with no response, email acknowledged but no follow up or solution, phone call promised to ring back but no call and next live chat left me no further forward on a delivery date. So frustrating and disappointing. Still waiting while website says in stock and available for immediate delivery!
After yet more unfilled promises, phone calls and chats, I have had a very prompt refund. Thank you

We ordered 3 stools that were listed as in stock and available for delivery. We paid for next day delivery and we are now £400 out of pocket, 4 days in and with no replies to our follow up email and delivery date.

We saw the negative reviews here but thought perhaps we'd be ok as the product was in stock. Lesson learned! We definitely won't be recommending due to the poor service

Be very wary if making large purchases that are pre-order (i.e garden furniture). I have been waiting almost a month past the expected stock date and I have been chasing for updates. I was originally told if it were delayed beyond 1-2 weeks I could easily get a refund. Now all I keep getting is email replies encouraging me to choose another item, I don’t want another item! Took a 15-20 minute phone call (where I reiterated a further two times that I just want to be refunded after an offer to refund delivery costs if I’m happy to keep waiting) before I finally closed this down. Complete pain and entirely unnecessary given failure to fulfil an order. The staff are all very polite and friendly, but far too pushy against cancelling failed orders. The amount of time you await replies/sit on hold is horrendous.

EDIT - despite assurances on the phonecall that my order had been cancelled a week later it is still showing as processing and no refund has been issued. I provided the follow up details requested below and radio silence. Do not order from this store!

They purposefully make it difficult to return items by being unreasonable. The quality of the product that arrived was different to the image. I had to then pay. Furthermore, I’m without a refund 4 days after they promised. I rang up, on hold for 20 minutes and then an answering machine answered and said sorry we cannot answer.

A premium company offering drop shipped low quality items and a customer service journey that equally matches the poor experience.

Avoid.

If I could give zero I would do!!

Was promised a delivery of two sun loungers in April , then was told there’s a delay and they would arrive first two weeks in June , then today I’ve been told they’re “expected to land this month” then quality control.

In Essence I’ve bought two very expensive sun loungers to use this summer yet I would be using them till next by the looks of it.

How can you delay delivery by 3 months?

Absolute crooks and shambles of a company that offer nothing but lies.

I think it’s totally unacceptable and left me in a position where I can’t now purchase or order from anywhere else as the timing of my orders is too late and I’ve wasted 3 months.

I genuinely would recommend that you avoid this company and suggest you order from a reputable company.

Reading these reviews shows that I’m not on my own.

Clearly they order all the stock from another country such as china and wait for months to build up multiple orders before actually sorting their logistics.

It’s false advertising and misleading sales tactics and use money with no products , almost like using customers money to keep them afloat till their next load of sales come in.

I’m absolutely shocked at how they’re treating me and I will be reporting them to trading standards.

I have no idea if or when these will be delivered but I’m not going to end it there.

The customer service is very good.
My query was dealt with quickly and efficiently.
Special thanks to Myrie who was my main point of contact from the customer service team.

Customer experience advisor Fahad promptly answered my emails.Fahad was empathetic, professional, helpful and knowledgeable.A great asset to your team.

One of 6 wooden garden chair arrived broken, 2 more broke over the space of a year just by mere sitting on them. All the wood is splitting or breaking, demonstrating an inferior quality of wood (or skills). Don’t bother complaining, I contacted them 5 days late about the garden chair and didn’t get any money back. Obviously don’t expect a refund a year after it breaks, but garden furniture should simply last longer than 1 summer. I recommend looking elsewhere for garden furniture if you’re wanting to keep it for multiple summers.

We ordered quite a lot of garden furniture, it was a big order and one would imagine they would want us to be happy. Not so.

As we are old we paid for the delivery to be assembled on site. However, we discovered our order, still boxed, in our drive. We were in. Moreover, we discovered immediately that one box hadn't been delivered. A day or so later the missing box arrived, although again they snook in and left the boxes where they were.

After much hassle, Cox and Cox finally refunded the assembly fee. However, we still had to wait weeks for our son to come (100 miles away) to assemble the kit. We could not move it.

It was then that we discovered that one of the boxes was damaged and missing a part. Cox and Cox were unhelpful, they stopped taking our calls and replying. One time we did get through she said that we should have mentioned the missing part sooner. She knew the history.

Weeks passed, but eventually they did send the missing part after we threatened them with our credit card company.

They don't care about you and have no empathy for aged customers. This is expensive stuff and they are risking their reputation over a little bit of compassion and customer care.

I was very impressed by the service received when my wooden bench arrived with a large crack - it was collected and replaced the next week! As it should be of course but rarely is! - and i didn’t even have to ask!
Thank you Laiba your help

The customer service advisor Myrie was very nice and helpful. Good experience!👍

I am extremely disappointed with the service I have received from Cox & Cox.

I ordered a sofa over nine weeks ago, and despite being told it would be delivered weeks ago, I am still waiting with no clear information about where it is or when it will arrive.

For more than three weeks, I have been calling weekly to chase an update. Each time I have been told, “You’ll get a call next week,” yet no call ever comes. Most recently, I was assured that the delivery company would contact me today, but once again, I have heard absolutely nothing.

What has been most frustrating is the lack of communication and the repeated promises that have not been kept. I have received emails stating that the sofa was ready to be shipped over five weeks ago, yet nobody seems able to tell me where it is or provide a delivery date. On several occasions, I have also been told that someone would call me back, and they simply haven’t.

This is such a shame because we have ordered from Cox & Cox in the past and have always been impressed with both the products and the service. Unfortunately, this experience has been completely different. The customer service has been extremely poor, communication has been inconsistent, and I have been left feeling misled and ignored.

Sadly, this experience has been so disappointing that it will be the last time we use Cox & Cox.

Order submitted mid May. No updates received. No replies to emails asking for updates. Reached out on social media. Was told would reply. Still nothing. Weeks of silence. Get daily emails with offfers and discounts but what's the point if you don't receive your items or any communication. Very poor. Maybe invest more in customer service and less on marketing.

Updated 002544931