Cox & Cox Reviews

Name: Cox & Cox
Rating: 1.27

1.3 Rating 210 Reviews

6 %

of reviewers recommend Cox & Cox

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1.3

Based on 210 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 7%
Accurate And Undamaged Orders	Greater than 55%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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"Do not trust - high priced items from overseas, the service has been really disappointing. Cox and cox are not living up to their own terms and conditions, or upholding consumer rights.\r\n\r\nIf you want the long version of events:\r\nI ordered a side table, coat rack, boot rack and the Lowell Drawer Unit (apothecary table) in September. The side table and drawer unit were both showing as in stock. The side table came with no issues, the 'leather' looks a lot cheaper in person but it is for my guest room so wasn't the end of the world. The drawer unit (\u00a31125 (less a 25% promo code) + \u00a360 '2 man' delivery) was advised to be shipped within 10 working days. After about 7 working days I had a call asking me to take delivery at the end of October for an additional \u00a315! In the end it delivered (by 1 man not 2) 13\/10 (about 15 working days excluding saturdays). Immediately on opening I noted 3 drawers were badly damaged I flagged this and was offered \u00a3200 gift voucher to keep it, or I could package it back up in the original packaging (allegedly for a full refund) Unfortunately a gift voucher does not fix furniture. After much more back and forth and promises that a manager would review it the best I was offered was \u00a385 cash refund or \u00a3300 gift card. I did some digging and this is not a resolution under consumer rights, I pointed this out and offered to keep it for a \u00a3320 refund (still paying \u00a3535 for a broken unit that I highly doubt anyone would pay more than \u00a3200 for) and have had nothing back and am now disputing with American Express. I\u2019ve never had to use merchant disputes to resolve issues in any of my time as a consumer I feel like I\u2019ve been reasonable throughout trying to move things along with them, but have just been given delay after delay, poor communication, and inconsistent information and resolutions which only serve to further Cox and Cox\u2019s business interests.\r\n\r\nI do read reviews and checked trust pilot beforehand, but had not realised until after purchase that the original brand was acquired by another company, either this is an unfortunate incident, or whoever is running it now is trading off the previous company's customer service and quality."

Cox & Cox 1 star review on 11th November 2023

Jane

Cox & Cox 1 star review on 20th October 2023

Ady Vazquez-Torossian

Cox & Cox 1 star review on 11th August 2023

Anonymous

Anonymous // 01/01/2019

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“The products, so far as I am able to judge on what I've purchased, are of good quality, and for the quality, reasonably priced. The end-to-end purchase experience is awful. They cannot seem to enable a basic website transaction, and the customer service team's responsiveness and ownership is mixed at best. Some of the individuals to whom you speak are genuinely engaged in trying to find solutions to problems - problems which any retailer with a competent order fulfilment engine wouldn't create in the first place! - but other agents show little interest in doing more than maintaining basic civility. Sorry to say would not order from them again.”

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Posted 1 day ago

“Do not shop here. Items will not get delivered. You will spend weeks calling emailing social media. And you will get nowhere. These clowns went bust and got taken over by crooks. Read the reviews. They are all true.”

Helpful Report

Posted 6 days ago

“Paid for next day delivery. Finally arrived six days later. Three times I reported this to them. No response at all. Not even a reply, let alone an apology or explanation. Terrible customer service and, essentially, theft.”

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Posted 6 days ago

“DO NOT shop with Cox and Cox - the customer service is non-existent -absolutely appalling. I have never experienced anything quite like the lack of customer service / help - I have repeatedly requested a refund for an item which was not delivered and continue to be ignored! Absolutely disgusting! Safe to say, I will never buy anything from this Company again. What went right!!”

Helpful Report

Posted 1 week ago

“Avoid Cox & Cox at All Costs Ordered a sofa at the beginning of September for over £2,000, and the experience has been appalling from start to finish. • Product Information: I requested detailed dimensions before purchasing to ensure the sofa would fit. Cox & Cox failed to provide this information, citing either lack of communication with manufacturing or sheer laziness. • Delivery Delays: Promised a 4-6 week delivery timeline, which stretched to over 10 weeks. Throughout, I received little to no proactive communication. I had to chase repeatedly, only to be met with conflicting updates. • Delivery Failure: After waiting for months, the delivery was canceled on the day because they decided the sofa wouldn’t fit. No one at Cox & Cox bothered to inform me of this decision. To make matters worse, after the delivery failure, Cox & Cox tried to push credit notes on me instead of processing the refund I was entitled to. Communication continued to be slow, with long delays between responses and excessive hold times when calling (up to 10 minutes just to get through). I’ve now been assured that a refund has been processed, but after months of frustration, I will believe it when I see it. Cox & Cox’s incompetence, lack of transparency, and disregard for customer experience are staggering. Could not recommend them less. Avoid this company at all costs.”

Helpful Report

Posted 1 week ago

“Order turned up was in bad condition and looked really tacky Returned weeks ago and have postage proof but still no refund and so hard to talk to anyone Use to be fab last time used got a beautiful chair don’t know what’s going on now”

Helpful Report

Posted 1 week ago

“Abysmal customer service! I'm not sure if Jenna is a bot, or perhaps just very poorly trained, but she seems to have a couple of email templates which she sends out on repeat which bear no relevance to your queries. No notification of delayed dispatch. Incorrect delivery information given and when they do eventually send you a tracking number, you have to guess the courier! Unless you have the time to sit and wait for deliveries which never turn up, I really wouldn't bother.”

Helpful Report

Posted 3 weeks ago

“Not fit for purpose. XL Rattan faux stag described as suitable for outside, it is very light and flimsy and would just fall over the whole time outside. It is false advertising I had to pay £15 for delivery and £15 for collection which they did not refund.”

Helpful Report

Posted 1 month ago

“Avoid this company I placed an order for 4 bar stools on 27.824 They are extremely poor quality , they are unfinished, one stool does not even match the others . I have really struggled to have the arrange collection & refund. I am awaiting refund I would recommend avoiding them at all cost”

Helpful Report

Posted 3 months ago

“Substandard products and will not issue refund upon collection. Customer services are not in sync with operations...bad business”

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Posted 5 months ago

“They take your money and say item is in stock and then never deliver. Then when you chase or try to get a refund they say item is in the warehouse. Terrible company and service. AVOID or you will lose money.”

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Posted 5 months ago

“Seems very chaotic since they have been bought out”

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Posted 5 months ago

“Not customer focused.”

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Posted 6 months ago

“Went to buy a very expensive chest of drawers for around £1300, decided to check online to see if I could find it elsewhere cheaper... and I did, for less than half the price, on various sites. I then checked a few other products and low and behold, every item was about 50% cheaper everywhere else - for the exact same product. How on earth is a company getting away with charging double the price of everyone else? Avoid this company unless you enjoy getting your pants pulled.”

Helpful Report

Posted 7 months ago

“Be wary! We placed a £500 order with £60 delivery fee. We were told the item would be delivered on a certain date, but there was an issue and it was returned to the warehouse. I had to keep chasing for an update and the staff were not helpful. The second delivery attempt didn’t even turn up, again I had to chase for an update. When I called to complain they said the item was always out of stock and was never going to be delivered. Morally and ethically wrong and corrupt to lie to consumers. This company take your money and fail to deliver. I’m still trying to get a refund.”

Helpful Report

Posted 9 months ago

“Utterly awful. We waited numerous months for our table, every time I questioned where it was they said there had been another delay and I had to wait longer but yet on the website it said the table was in stock. When I asked for my money back surprisingly the table was in stock and could be delivered. The delivery was booked we paid £60 for this. The delivery drivers turned up and said it was too heavy for them and if I helped them carry the table in they would give me £10. As I said no they told me they would therefore take the table back to Birmingham. I said this isn’t acceptable. They then with an attitude dragged the table from the lorry down the stairs through my house damaging the steps outside and the flooring inside. When I raised it with Cox&Cox they said it’s not their responsibility and they don’t offer partial refunds or any refunds but would give me £40 to spend on something else. Unsure why anyone would want to use this company. I would not recommend them if it was the last place on earth. Stay away from them.”

Helpful Report

Posted 9 months ago

“I ordered a Christmas Garland on 28th Nov. It wasn't really up to the standard I thought it would be for the price and more silver than I thought it would be so wanted to return it. The phone lines were down and after several attemps I finally got through after a week of calling. They had phone tech issues? I was offered a £50 gift voucher to keep the item or £12 to return. I decided to return the item even though it was expensive shipping, purely for convenience as I wouldn't use it. I stayed home all day for the collection and nobody turned up. I was set up a second delivery, again nobody turned up. It sounds like an issue with the courier. They kindly upgraded me to the more expensive delivery option and the item was collected as promised on the third attempt of staying home for the collection. It's now the 12th January and I have finally been refunded. This was quite an ordeal even though it was sorted eventually. As other reviews have said, the photos are lovely but the experience was not. I will unlikely buy anything from Cox & Cox again unless I see a major shift in the reviews. 2 stars as the refund was eventually processed. I was also offered a voucher for the inconvenience which hasn't happened. I hope you manage to figure it out for 2024...”

Helpful Report

Posted 11 months ago

“They used to be wonderful but they went into administration not so long ago, were taken over and they are now like any other tacky online store. Avoid.”

Helpful Report

Posted 11 months ago

“Do not waste your time nor money on this shambles of a brand. Customer care, what customer care? Never respond to your emails & have limp excuses on the phone to why you cannot speak to a customer care manager - conveniently always on their break, half an hour before their lines close.... Failed collection of a faulty mirror (over £300 spent) & false promises of a gift card as a good will gesture. Taken the day off work for this collection of which after speaking to the courier was never scheduled in. Having spoken to Cox & Cox today 3 times, they then informed me there is a "mix up" & a new collection will have to be scheduled in for the new year.. absolutely shocking. Never experienced this sort of service before from any brand. Don't buy anything from them.”

Helpful Report

Posted 11 months ago

“Customer service is non existent and quality of goods is to be debated. Bought a light up star which was making an electrical noise and switching off sporadically. According to customer service the only way they would look at a refund would be to send them a video of it. Several emails later, most of them ignored, they said they would send a courier called DX to collect the faulty item. Guess what? No DX turned up, and all emails sent to them ignored. They are a sham and scam and I implore you to avoid buying from them AT ALL COST!! YOU WILL NOT GET YOUR MONEY BACK AND THEY WILL IGNORE ALL REASONING WITH THEM. DO NOT USE OR BUY FROM THEM!!!”

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Posted 11 months ago

Cox & Cox is rated 1.3 based on 210 reviews