Cox & Cox Reviews 

I never leave negative reviews, but my experience with Cox & Cox has left me with little choice.

We purchased an Albany Corner Set costing £1,316.25 under Order Number 4785608. After spending around two hours assembling it, we discovered that Cox & Cox had supplied two left-hand sections and no right-hand section, meaning the furniture could not be assembled as advertised on their website.

They initially acknowledged the mistake and offered three options: a replacement, a £150 goodwill payment to keep the order, or a full refund on collection.

We chose to keep the furniture provided Cox & Cox supplied the correct right-hand section, collected the incorrect duplicate section and honoured the £150 goodwill payment they had already offered.

Since then, the experience has been extremely disappointing.

Our emails have gone unanswered for weeks, telephone calls have been impossible because the customer service line simply keeps you on hold before disconnecting, and a collection was arranged despite us having clearly explained that we wished to keep the furniture if the correct section could be supplied.

Only after escalating the matter to senior management did we receive a response, but even then nobody actually answered the simple question we had been asking for weeks: will you supply the correct section?

Instead, we have been passed between departments, told to contact teams that are effectively unreachable, and repeatedly assured that someone will "look into the matter".

At the time of writing, we still have an incomplete £1,316.25 furniture set that cannot be assembled in the configuration advertised.

Mistakes happen. What matters is how a company deals with them. Unfortunately, the after-sales service and communication from Cox & Cox have been the most disappointing part of this experience.

Great customer service from Fahad. Fahad was extremely polite, helpful, efficient and patient when dealing with my pre- order, that had become delayed. It was a supplier delay. My emails were promptly responded to and all efforts made to identify where in transit and when my order would arrive from Vietnam. I was kept up-to-date and was thrilled with the quality of my order when it actually arrived. Great staff, great company and quality products. Thank you!

Delivery is on the slow side (8 days) nice enough product (Florence corner set) but the legs are dainty, a little prone to move position and seem vulnerable to break, the separate pieces of the corner set therefore move away from eachother easily and often, I will have to tie wrap some of the legs.

The customer service email address info@ bounces emails back and there was no live chat function in the bottom corner of the screen as the site text suggests. If you set up an account, the captcha doesn't work properly when entering your password and can take a dozen attempts to log in. These are rookie issues, not what you'd expect from an established online retailer.

We ordered the Seville Bistro garden furniture set just over 1 year ago. The wooden frame has cracked and broken despite taking good care of it. It is now out of the 1 warranty so customer services are not interested. We had hoped investing in a high end good quality product would mean it would last us for many years. I would also agree with other comments that the customer service replies appear to just be AI generated responses. Very disappointing - would not recommend or buy again.

Quality products and good customer service. Always willing to support and compromise

Terrible first experience of Cox and Cox and will never use again. Purchased a mirror at the start of May that was on pre-order and stock expected “early May”. At the end on May no mirror and no updates. Checked website and it now stated “stock expected early June.” Contacted customer support at the end of the first week of June for clarification and was told it would be in stock on 12th June. On Friday 12th June I could see it in stock on the website. No e-mail to advise it had been shipped. The following Monday I phoned again and was told it didn’t meet quality standards. At this point I asked for a refund. That was last Monday and I have phoned twice since to be told it is being processed. I have sent 3 e-mails during this 6 week period and not a single one has been responded to. Save your money and buy elsewhere. The customer service for this brand is some of the worst I have experienced.

Ordered a beautiful outdoor furniture set and have found a large crack in the stone top table. The set was ordered one year ago but was not apparent until now, lending to the assumption it must be an underlying manufacturing fault as the table has not been in use.
I’d expect much better quality and durability for the price.
The customer services team have provided what appears to be a generic AI response, having read previous review responses, essentially explaining it’s not their problem.
Very disappointing service.

Had a problem with the colour of the product not quite matching the photos in real life so wanted to exchange for the lighter option. Everyone made it so easy to exchange, especially Myrie who sorted out the collections part making it easy to understand and communicating every step of the way. Myrie was helpful with great communication and easy to contact

My query was dealt with quickly and efficiently and solved the problem
Zoya was very helpful

I hate leaving negative reviews, but I’m just so frustrated by the situation I don’t know what else to do.

I have ordered an item (lamp shade) which arrived in clearly used condition. It arrived scratched and packaging had signs of being repackaged so it must have been opened and returned by someone in the past.

I reached out to customer support, and got a response from Junaid asking how I want to proceed. I asked to return the item for a refund, Junaid responded quickly and said that a prepaid return label has been emailed to me. I checked all of my folders including spam and deleted, but nothing came through. I told Junaid this, and he once again responded quickly that another email will be sent to me. I did not receive that one either. At that point I had a feeling that something must have gone wrong, perhaps a typo of my email when generating the label which meant it didn’t get sent where it should. I responded to Juinaid asking if he could try something different like maybe sending the label to himself then forwarding it to me. This has been a week ago and I still haven’t received a response. I don’t want to jump to conclusions and say I’m being ignored, but considering that previous to that I’ve been getting same day responses, its hard to see it any other way.

I am now stuck with a damaged item I cannot seem to return which prevents me from getting a refund. The return process should not be this difficult.

I am using this review as a final attempt to sort this issue because I’m feeling helpless at this point and don’t want to end up having to escalate this.

Order #002566096

the online chat was excellent. I got through immediately.
the assistant sorted out my delivery very quickly even though i didn't have my order number.
Great customer service.

If I could them no stars I would. Didn’t bother to tell me an item was out of stock at the point of ordering. Immediately took my money and now won’t refund the postage and packing even though other than a bulb which I have no use for with no lamp, they didn’t post or pack anything.
Whilst I appreciate their feedback team reaching out I did provide the information requested to the only email address they’ll give you, so who knows if the email has even been passed on, and haven’t even had an acknowledgment. It’s only a day so I don’t expect a full response but to not even acknowledge receipt in the circumstances is poor.
Now resolved. Thank you Cox& Cox.

Still waiting! This is the worst service we have experienced in more than 20 years buying via the internet. Having paid in full we have been waiting for a month for delivery and the company appears incapable of confirming when our purchase will be delivered even when they are showing it as being in stock on their website. We have wasted a lot of time chasing this with no success. We would not recommend this website.

Great experience with customer service arranging a goodwill gesture after an item I ordered had a further discount added.

I had ordered the brass 3 tier cake stand in the sale and looked forward to receiving my parcel, but I stupidly did not add my house number to my address. So I tracked my parcel via Royal Mail and managed to get it redelivered by adding my own house number to an alternative address. At first I panicked as I thought I would not receive my loverly purchase, I contacted Cox & Cox via email and a loverly lady called Zoya was very helpful with my concerns.
Thank you again Zoya
Kind regards
Mrs Stacey Gillis

Terrible customer service. Ordered 3 expensive planters and arranged a delivery date. Despite waiting at home all day to receive delivery, items did not arrive. Apparently damaged in transit. Had to repeatedly chase for refund, which took over 10 days. Re-ordered planters when back in stock and arranged delivery. Waited in all day and again nothing arrived. Was told item was out of stock. Chased for another refund. Was then informed items were back in stock and to wait a week. Them informed they were actually out of stock. Placed the order on 19 May. Over a month later, no planters and no refund. Have spent ages chasing, emailing, calling. Found same planters at RHS and delivery in 2 days. Save yourself time and energy and shop elsewhere.

Fahad was very professional and quickly made the requested change to my order.

Customer service and delivery are not good but the furniture is nice quality.

I received multiple emails saying that my furniture was going to be delivered on a particular day. I waited in for it all day and at the end of that day I was told that one of the items wasn't in stock and wouldn't be for another month. The items that were in stock could be delivered the following week.

I couldn't get through on the phone so I emailed customer service to see if I could get another items delivered instead of the one that was out of stock and got no answer for over a week after the items had already been delivered. I think they are quite understaffed as the lady was helpful but if they can't answer the phone or emails then they clearly don't have enough people.

The don't appear to make the furniture, just import and sell it so it's a shame they can't get that right.

order referred to above #002537305. second order #002574421

Fahad was prompt in helping me with a faulty item, providing a no hassle replacement after sending evidence of the issue. I am looking forward to getting the replacement.

Dreadful customer service.I bought some pigs for the garden for my son. One of them is attractive and has aged perfectly. The smaller one has flaked and looks awful. I had complained within the 6 months period and was told it was normal. The smaller pig now looks really bad and has flaked even more (not aged). I contacted Cox and Cox again and was told even though the pig had got a lot worse it was outside the 6 months period now so ‘get lost’. Dreadful service and tone of email.