Cox & Cox Reviews 

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.

I ordered two months ago and have had nothing but poor communication ever since. The website states you’ll be notified of any stock delays, this simply does not happen. I’ve had to ring customer service four times just to get basic updates, and emails go completely unanswered unless you specifically demand a response while you have someone on the phone.

I was promised a call today from a member of staff (Mo) to confirm the status of my order. That call never came. When I rang to follow up, I spoke to Kyle, who was blunt, unwilling to apologise for the lack of communication, and frankly quite rude.

I’ve given this company far more chances than most would. I’m now requesting a refund and genuinely hope that process goes more smoothly than the rest of this experience, particularly having read other reviews suggesting it hasn’t always been straightforward.

It’s clear from the number of similar reviews online that this isn’t an isolated issue. Cox & Cox appears to have declined significantly in its customer service standards. I’d strongly caution anyone against ordering until things improve.

Update: I want to clarify that my original review was posted after 5pm, as I had been promised a call by that time which hadn’t arrived. Cox & Cox did subsequently call me that evening and the issue was resolved (after chasing up at the centre however). I’m pleased it was sorted albeit taking up a lot of my time but stand by my review as it reflected my experience at the time of posting.

Had a few problems but, due to positive help from Zoya, all worked out very well and we are totally pleased with everything Cox & Cox have supplied.

I ordered a mirror weeks ago. Where is it? Got through once by phone then chat and both times told on the way.
Now cannot get through to either. Not answering phone. Says use chat. Chat not working. Very poor show. Still no progress

If I could rate 0 stars I would...from the very start customer service has been poor. I contacted them about the dimensions of a headboard to make sure it would fit, I received a response 6 days later once it had already been delivered. In-between then, I emailed when the lamps in my order were delivered - they're a completely different colour to online and one was damaged. Still yet to receive a response from them on that but have started a return. The bed was then delivered, with bird poo on the box, on the website it states the delivery men will deliver to the room of our choice but they didn't and we can't get the headboard up. Called up to return both the lamps and the bed but they couldn't do it over the phone, it had to be done on the online portal but stated it would be a high priority for them. I've started the return, Junaid got in touch and hour later (thought a good start) but that was 5 days ago now and I've chased twice for an update...VERY disappointed to say the least!! This is my final plea to get some help!

Eddie from logistics was really responsive and lovely when getting my delivery booked in and my questions answered! He was really happy to help!

UPDATE: Kelly has now stopped responding to my emails, I've chased multiple times and the issue has not been resolved. When I called up, I was told to keep everything online. I'm just asking for confirmation of refund as now they have the returned items.

The previous lack of response from customer service was blamed on back to back sales, however, I get promotion emails stating a new sale every day and I'm still getting ignored. What's the priority here?

4 MORE WEEKS GONE BY: still no communications from Kelly despite me chasing multiple times, phone lines are always turned off when I try to reach on the phone and tells me to go to live chat, live chat say they can't help me but they mark as "high priority"...I've been told that this is high priority now 5 times...dread to think what normal priority is...

I am waiting on the second part of an order, that was said to be arriving in early June. Two emails later, no updates and zero customer services. I am so surprised and greatly disappointed. It shouldn't need to be that a customer needs to write a negative review to get a reply when they have made a purchase!

I placed an order for a console table on the 22nd March 2026. Full payment was made and the item was listed as due back in stock MID April. I have still not received this order (19/6/25), I keep emailing only to be told it is going through a quality check process. Exceptionally bad service from Cox & Cox who are obligated to deliver the item within the stated timeframe & have failed to do so.
DO NOT order and pay for out of stock items

Ordered a lamp on 3rd June. No update on delivery. Emailed 5 days ago to request information - still no response.

I’ve ordered several times from Cox & Cox in the past and been happy with the service & quality of the products I’ve received. I recently ordered the Victoria wall cabinet & it looks amazing in my kitchen & quality once again is superb!!

I ordered a lamp with Cox and Cox that arrived damaged. I wrote to them by email on 10th June but no response. A follow-up email was sent on 12th June and I left two messages on the online chat. I finally had the following response on 17th June.

Please accept my sincere apologies for the inconvenience caused.

I’m very sorry to hear that the lamp arrived broken, and thank you for sending the photographs.

I have checked the details, and unfortunately the item is currently out of stock, so a direct replacement is not available at this time.

As a resolution, you are welcome to choose an alternative item of your choice from our collection, and I will be happy to arrange this for you.

Please let me know how you would like to proceed, and I will take care of this for you as a priority.

I have emailed back to say that I do not want another item as the lamp I chose fits my needs

It is 18th June and I am waiting for a response.

After posting my initial review, I was contacted by customer services and the issue has now been resolved.

Thank you very much

Charged twice.

I bought the Calabria Bistro set on 17th April and was told it would be delivered late May. I have tried calling Customer Service for an update and held on endlessly to no avail and written 2 emails with no response what so ever. Very poor Cox and Cox - if you have an issue with your supply chain you should at least communicate this to your customers who have paid in full and still waiting for goods to be delivered 8 weeks on. I look forward to a reply to my emails. Heidi

I was a little concerned buying garden furniture from this company based on the reviews. But I cannot fault this company. I purchased the Vichy sofa set and all the communication I have had has been excellent. It was delivered in the promised timescale and the delivery team delivered with care. The Vichy set was well packaged and went together with clear instructions and now sits beautifully in my conservatory. Very happy with my purchase.

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