“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...”
“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.”
“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.”
“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!!!”
“The most dreadful company to deal with, I paid them for some artwork which I have never received and they can’t find the order. No one will answer the phone and customer service support a joke. I would strongly advise you to be careful with your hard earned money and avoid this company. A shame as they have lovely items.”
“Do not use this company. I bought a table which was damaged and I have been unable to return it as they are telling me there is a problem with the courier. They don’t answer the phone and do not reply to emails.”
“I had an issue to start with but I sent my parcel and my e mail to the wrong address Ben was exceptionally helpful I would say before you send anything back make sure it goes to the right address Ben answered my e mail straight away
I cannot praise him enough”
“One of the worst customer service. Purchased a lamp online after waiting a month I contacted them to see why nothing had happened. Told delayed and expect shipping in 10 business days. 10 days goes by still nothing. Emailed for an update. After 3 emails finally got a response - packaged delayed with unseen date! No steps for how to get money back. Really bad. For the price of their items I would honestly keep your money and go somewhere reliable. They never get back to you or let you know - its on YOU to ask them where your products are.”
“Had to wait nearly a month for a refund. I think I only got a refund as I had paid with Klarna, who opened up an investigation for me. Had I not used Klarna, I suspect I would still be waiting for my refund. Please read the bad reviews as, in my experience of this company, they all have the same message.... AVOID, AVOID, AVOID. I suspect the good reviews are fake to counteract the bad reviews.”
“AVOID AVOID AVOID. Here I sit months down the line, still awaiting my refund. Automated emails come through every two days saying refund process is in place, which is just a delaying tactic. Bank is now escalating charge back process. Need to get my large amount of money refunded before this joke of a company go bust !!!!!!!!”
“I ordered a Christmas tree, and received an e-mail saying I would be contacted in 3 to 4 working days regarding a delivery time. After 10 days I still haven't had any response, so I have rung customer services and been told to wait for them to ring me. I said I would like to cancel my order but that wasn't possible as they are updating their system. I sent an email but I still haven't had any reply. I will not be ordering from cox and cox again.”
“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.
If you want the long version of events:
I 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 (£1125 (less a 25% promo code) + £60 '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 £15! 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 £200 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 £85 cash refund or £300 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 £320 refund (still paying £535 for a broken unit that I highly doubt anyone would pay more than £200 for) and have had nothing back and am now disputing with American Express. I’ve never had to use merchant disputes to resolve issues in any of my time as a consumer I feel like I’ve 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’s business interests.
I 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.”
“They have had my return for TWO weeks and now they no longer reply to my emails. I have contacted Klarna in the hope that they can grin touch for me. Please AVOID at all costs. You have been warned!”
“I bought a Tibetan Sheepskin Seat Pad at the beginning of October 2023 on arrival, I was not happy with the quality of the product and returned it through Royal Mail using the Next Day Certification of Posting service at a cost of £8.15. Three weeks later, I have not received a refund, and when I contacted Cox & Cox by email to enquire (no-one answers the phone!), I was fobbed off because I no longer have order number. I feel like I've been ripped-off good and proper, and writing this review is my redress.”
“Do not order. Something clearly very wrong. Tried for over a week to place an order and website not playing ball. Rang for assistance twice. Very party line fob off from script. Will not be ordering now as have no confidence in item arriving. Shabby and dodgy at best. Be warned.”
“Absolutely disgusting I have contacted a solicitor re non refund wish i had read these reviews first i have a blog will be advising people not to buy paid over 10 pounds to send a throw back on 30th sept still no refund”
“Awful company, sent faulty item refused to replace - been going back and forth with their international customer service department which read from a script, will never ever buy from them again.”
“Quite simply the worst company we have ever dealt with. Last year ordered a new Christmas tree, that turned up on 23rd December, four months after the order was placed. Listened to the pathetic excuses and gave them another chance. Order wardrobes with the notification, they will be delivered and taken to the room of choice. Couriers said we are not moving them for you its for you to do and they were left in a garage. Took ten weeks to get them picked up after failing after failing of couriers. Still waiting for my refund. Joke company, joke customer service AVOID”
“I wish I had read these reviews before ordering from this company. Customer service is appalling. Money taken then items not in stock although they continue to advertise the item. I have had one item delivered I am still waiting for another item and a refund on one that is not going to be available for at least 3 months!!!”
“Wish i could put zero here, worst ever company i have dealt with. Last year ordered a Christmas Tree in September, it cam two days before Christmas Day. Give them benefit of the doubt and buy expensive wardrobes. They are ordered with notification to say they will placed in a room of choice, the couriers refused this and placed them in garage, that I have been unable to access now for over two weeks, despite many attempts to have them collected and refunded. A courier came to collect on his own and as each wardrobe is over 150kg it was physically impossible for him to move them. Daily calls to customer service end up with a courier will be in touch within three hours, then told 24 hours. Requested a manager, told they are in a meeting which is everyday, leave numbers no one ever calls back. No quibble refund is just rubbish. The service quite simply the worst. The right arm has no idea what the left arm is doing. Avoid this company at all costs”
