Cox & Cox Reviews 

Delivery at 5.40 AM … yes that’s 5.40AM. Then, having paid £35 for delivery, the guys told me that to bring the item into the house (ground floor bungalow) it would be an extra £35 …… Dreadful service. Cox & Cox have apologised but ‘service’ like that is unacceptable. Order: 002601520

2 day delay to processing order after purchasing a very expensive outdoor furniture set.

Quite frustrating speaking to customer service who couldn’t see that being an issue.

When you spend over £1,000 on a product you expect a same day dispatch or at the least a confirmation the order has been processed outlining the mext steps for delivery.

The customer service were quite rude, it is clearly a poor internal process and making a customer feel stupid that they don’t know that without asking many questions is not good and almost lead me to cancelling the order.

Really disappointed with the extremely poor quality of our outdoor furniture. We have had it less than 6 months and have already had to replace a chair twice and now the coffee table needs replacing. The customer service has been fine and everythingreplaced, however, I don't expect such sub-standard product quality.

Hi Kelly,

Thank you for getting in touch. Our order number is #002392696. We contacted customer services on the following dates - 03/05/26; 09/06/26 and 21/07/26. The first one related to the original faulty chair, the second to the faulty replacement chair and the third most recent relates to the faulty table. I hope that is helpful. Chris

Absolutely thrilled with our new Bora external furniture from Cox & Cox, we had a few small issues but with their superb customer support (big shout out to Ellie) the furniture looks stunning.
Thank you again.

Very accommodating and helpful

I had a query with a delivery of a product I had bought, which was answered and rectified extremely promptly by myrie. I’m delighted with the customer service.

Laiba was extremely helpful and proactive: she organised everything simply, gave us different options so we could choose the best one for us, and was very pleasant to deal with. Excellent customer service!

Great customer service… I had a query about my order and received a helpful and very quick response. Thank you Fahad for getting back to me so quickly and resolving the issue!

The customer service Ellie has given in assisting with my order has been superb - defiantly worth 5 stars. Thanks so much Ellie for all your help its appreciated :)

This was my first purchase from Cox & Cox, and it has been a thoroughly positive experience from start to finish. I ordered two pieces of exclusive wall art, and I couldn't be happier with both the products and the service I received.

The artwork is beautifully made and looks absolutely stunning on my walls. The quality is excellent, and what I particularly appreciated was how accurately the website represented the products. The photographs and detailed close-ups gave a true reflection of what I received, which is so important when buying online. The pieces have added the perfect finishing touch to my rooms, bringing everything together beautifully and giving the spaces a more polished, complete feel.

The customer service was equally impressive. Zoya was friendly, professional, and incredibly efficient in helping with a small query after I had placed my orders. Everything was resolved quickly and without any fuss, which was greatly appreciated.

I'd also like to thank Eddie and Hamza from the logistics team for their outstanding communication. They kept us informed throughout the process, were very accommodating when arranging a convenient delivery date, and responded to every question with remarkable speed. Receiving replies within minutes made the whole experience feel effortless and reassuring.

The delivery itself, carried out by Premier Deliveries, was just as smooth. It arrived within the allocated time slot, and the live tracking on the day meant I could follow the driver's progress in real time, which was a great feature.

If I had one minor observation, it would be that the delivery charges are a little higher than those of some other retailers. However, the level of customer care, excellent communication, and overall quality of the experience more than justified the cost.

Overall, I'm absolutely delighted with my purchase and the service I received. I'll certainly be shopping with Cox & Cox again and would happily recommend them to anyone looking for beautiful, high-quality home furnishings backed by genuinely excellent customer service.

Update on 20/07/2026: Since C&C asked in their response, my order number was 002491478. A bit late to offer to fix it now though…

On 7th April, I ordered some cushions, cushion covers and a couple of planters. A month later, I had still not received anything, despite numerous promises from their customer service team (all a result of my inquiries) that my items were being or had already been dispatched. My patience ran out at this point and I requested the cancellation of my order for a full refund. Their communication throughout was friendly but reactive only. And friendly words cannot make up for paid products never arriving as promised. I will never order from this company again and would not recommend anyone to do so. Please read the negative reviews first, as I wish I had done. Many customers have had the same experience as me.

A quick timeline of events to illustrate their poor service:

7 APR - placed order. Their confirmation email stated “We expect our delivery team to contact you to arrange delivery within 3-4 days from the date you placed your order, assuming the item was in stock when the order was placed.” Nobody contacted me. Also, how can they sell an item if it’s out of stock and not inform customers?

13 APR - received email from C&C stating that my order has been dispatched. Strangely, this email repeated the language from the earlier email about the delivery team contacting me in 3-4 days to “arrange delivery” and “assuming it was in stock”etc.

17 APR - I contacted C&C to say I’ve still not heard anything about a delivery date and was told “ there was a temporary technical issue which has now been resolved. Your order is currently ready for collection by the courier and will be dispatched shortly.” I expressed my disappointment at having paid £6.95 for delivery yet received nothing after 2 weeks and requested the delivery fee be refunded.

20 APR - C&C offered me a £10 gift voucher for “the delay and inconvenience caused”. I requested this instead be applied as a refund against my current order, which they agreed to. The money arrived in my account on 24 April.

26 APR - I emailed again to flag I still had not received a delivery date and highlighting that the tracking link they provided didn’t work.

27 APR - C&C responded to apologise (yet again) and confirm that “your order has been processed and is currently allocated to our warehouse team for dispatch”. They had also raised this with the warehouse team for “priority dispatch”.

5 MAY - I emailed C&C again to flag that another week had passed with no update on the delivery date. I told them unless my order had been shipped that day (which it hadn’t), I wished to cancel my order for a full refund.

7 MAY - I chased for a reply, requesting confirmation that my order would be cancelled and money refunded without delay. Received another apologetic email and confirmation the cancellation had been done. I should receive the money in 7-10 days or possibly sooner, depending on my bank, they said.

12 MAY - the refund arrived in my bank account and the exhausting saga finally ended. I strongly recommend not ordering anything from Cox & Cox. There are so many other companies that provide similar products and far better service who deserve our business so much more.

Kyle was excellent. Very helpful and professional.

I ordered outdoor seating at the end of June after our chairs broke. The website showed the items as in stock, full payment was taken immediately, and the confirmation email said I’d hear within a few days about delivery.

I did get a reply when I chased — but they couldn’t give any update. Weeks passed with nothing, yet their website continued to show the chairs as available to order with an early July delivery date. So I followed up again, assuming ours would be dispatched soon. Only then was I told the new delivery estimate was now the end of August.

So: full payment taken in June, no proactive communication, no ability to update me when asked, and the website still advertising earlier delivery dates that clearly weren’t accurate. It feels misleading and really disappointing for a brand positioned as premium.

We’ve since had to buy outdoor chairs from Atkin & Thyme instead, they arrived within a week, exactly as promised, with excellent delivery service. A very different experience. And rather nice.

Beautiful furniture, arrived fully assembled, unpacked and delivered to the room of my choice. However, the delivery men were atrocious! Not only did they throw the furniture around whilst unpacking they were very rude, and one wanted to use the bathroom and left a mess…….! So I’ve knocked a star off……

Paid for next day delivery, order still hasn't arrived a week later. I emailed support team and they said the team are 'working on dispatching my order' so it hasn't even been sent yet!

I had a minor issue after delivery contacted Ellie at customer service and she was absolutely fantastic and sorted my problem within minutes !
The furniture lovely amazing quality and customer service outstanding I will definitely use this company again.
Thank you again Ellie
Carol Wood

Fahad was excellent with dealing with my query. He was polite, helpful and quickly resolved the issue.

Fahad was great at solving our issue with a faulty cutlery set. Super quick to respond and a replacement sent immediately.

I have been waiting for a month for a refund for lights I returned. The whole process has been unnecessarily difficult from actually obtaining approval to return to now waiting for the money to be refunded. I was emailed on 5th July and informed the refund had been processed. I have now been told it hasn’t actually been processed. It feels like you are meeting obstacles at every turn and customer services are slow to respond and very vague in the information provided. I’m sure Cox and Cox sell some very nice items, unfortunately for my conversion project I will not be buying anything else from them and would recommend anyone else thinks carefully about buying something unless you’ve seen it in the flesh and are sure you won’t possibly need to return it. I’m talking about 2 lights worth £156 so not even a huge amount of money.
They even offered me £50 voucher not to return the lights after weeks of trying to get returns information. Very strange for a company their size
Edited to add - I have now been contacted and told again the refund has been processed I was given several different excuses for why I was informed this had been done on 5th July when it hadn’t. It’s a shame you have to go to these lengths and spend so much time and energy to get a basic level of service which any decent company should offer as standard. Not to mention they have a legal obligation to provide this service. Big sigh

As an interior design studio, we've worked successfully with Cox & Cox for many years, which is why our recent experience has been so disappointing.

Unfortunately, the level of customer service and communication has fallen well below the standard we expect from a supplier, and as a result we've made the difficult decision to remove Cox & Cox from our approved supplier list.

As a business delivering a premium service to our own clients, we need suppliers who are reliable, communicative and contactable when issues arise. On this occasion, none of those expectations were met.

We ordered an armchair and an attempted delivery was made before we had received any dispatch confirmation, delivery notification or proposed delivery date. Unsurprisingly, nobody was available to accept the delivery because we had no idea it was arriving.

Following the failed delivery attempt, we contacted Cox & Cox to arrange a new delivery date. However, rather than assisting us, we were simply told to contact the delivery company ourselves. The problem is that we had never been provided with the delivery company's details in the first place, as there had been no communication prior to the attempted delivery.

The responses we received felt generic and unhelpful, with no apparent ownership of the issue or willingness to resolve it. As things stand, we're left hoping a second delivery attempt isn't made without notice, resulting in yet another failed delivery that could easily have been avoided with better communication.

It's a real shame, as we've specified Cox & Cox products on numerous projects over the years. However, product quality alone isn't enough. The customer experience is equally important, and unfortunately this experience has left us with little confidence in recommending the company to our clients going forward.