“Bought the Bora Corner Set a year ago. Looked after it as instructed with breathable covers and even overwintered it indoors in cool room. But within months it was splitting, warping and discolouring, with horrible flaking PU coating. I have been emailing the company for weeks and been told that this is normal for wood weathering. It is far from it. I was told I should have used the wood care products on the site - products that are not suitable for applying over PU coating. Then I was told I should be doing a light sanding to small areas. But I would have to spend hours and hours sanding down the large slatted sofas and table as this is not a problem affecting just a small area - it's the whole set. And I would still have a discoloured, patchy, warped and split furniture set. I didn't pay over 2k to be doing this within a year of purchase. And the info on site when I purchased it certainly didn't suggest this would be needed - I would not have purchased it if so! I have previously bought good quality natural wood furniture elsewhere, that weathers well with minimal care. The Bora set is far from that. I have eventually been offered a credit note - but I don't want to purchase anything else from this company so am now going to the ombudsman. I have seen many similar reviews of Cox and Cox outdoor furniture so I am not alone in my experience. Don't buy - the images on the website are nothing like the set you will be left with, within a year.”
“I also wish I’d read these reviews before purchasing my outdoor table. The table isn’t fit for purpose, we purchased late last summer and packaged up for the winter. It’s been out since April and worn terribly, peeling and cracking all over even though we’ve kept it covered when raining. Customer Service although polite have said there is nothing they can do even when I’ve challenged the table isn’t fit to be outdoors as advertised. Such high prices and yet such poor products and follow up support . I will never purchase from them again. Do not be fooled by the sale and upmarket styling of the website, the furniture isn’t fit for purpose. There is a reason they don’t offer product reviews on their site, no one would purchase anything!”
“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.”
“Ordered an outdoor sofa from Cox & Cox and one section arrived with a structural crack. I reported the damage within 30 days of delivery and provided photographs, but was repeatedly told their 48-hour reporting policy prevented them from helping. After several emails and an internal review, they refused to replace or refund the damaged item and failed to explain how this aligns with consumer rights legislation. Customer service was polite throughout, but unfortunately politeness doesn't resolve a faulty product. Very disappointing experience from a premium-priced retailer. order number 002479202”
“Excessive wait for items in stock to be delivered. Customer services helpful but the amount if time spent trying to sort out delivery of an item was ridiculous.”
“APPALLING SERVICE! SENT WRONG ITEM, MESSED UP MY ORDER AND IGNORE EMAILS.
Placed an order with Cox & Cox on 27th November. Order ref: #002323656. I opened the package right away and immediately contacted them. They me sent the incorrect product. Completely wrong item. Sent them an email to their customer service contact address with the details of the issues and photos of proof. No reply. Sent them multiple emails, completed online form, live chat etc. It’s now the 16th December and have had no reply from them. So I am currently stuck with the incorrect item. And see no hope with them rectifying this issue. It’s despicable service!!!! Even more despicable that they’re ignoring you at Christmas time when you’re buying gifts for other people. Don’t recommend buying from them if they’re going to send you the wrong item and ignore your communications. Not a trustworthy site. Appalling!”
“No communication or contact number!!!! Non existent customer service. They only offer a form to complete, not a telephone number. Do not use them ever!!! Total mess and unprofessional.”
“Cox & cox are owned by Giomani designs who purchased Moda furnishings. They are supposed to continue with warranty issues for Moda purchases. I got through then they no longer answer, rang for weeks. They are all the same breed of companies. Con artists …. YOU ARE WELCOME !!!!”
“I wish I had read these reviews before purchasing. Ordered outdoor daybed and one is broken. I am unable to send it back and have sent photos and numerous emails and telephoned numerous times. No one deals with the complaint, they just insist I resend. The after care is appalling! It does not exist. This is no longer the brand it once was. Over priced goods.”
“We bought a really expensive £1850 outdoor lounge set last year. We stored it it over the winter and have just recently brought it out. Unfortunately, the painted surfaces have all peeled and have superficial cracks on them. The joints are pulling apart,and it generally just looks cheap.
Cox and Cox replied “ As stated on the website, the furniture is weather tough but should be kept indoors or covered with breathable covers, especially during wet conditions.”
Obviously, it is no more robust than my indoor furniture. Don’t waste your precious money thinking you’re buying yourself a long lasting item.”
“Zero stars for this shocking company. Avoid Cox and Cox at all cost.
It’s been over 6 weeks now that I have been waiting to receive my refund for a returned item and postage fee. Sent the item back due to the quality of the item being so poor and the overall finish was terrible.
I have to message them everyday chasing the matter up and still no refund.
Please stay away from this shocking company and their lack of customer service and care.”
“Zero stars for this shocking company. Avoid Cox and Cox at all cost.
It’s been over 6 weeks now that I have been waiting to receive my refund for a returned item and postage fee. Sent the item back due to the quality of the item being so poor and the overall finish was terrible.
I have to message them everyday chasing the matter up and still no refund.
Please stay away from this shocking company and their lack of customer service and care.”
“Still waiting for 2 bedside drawers ordered on 1.12.24. Still no sign of them arriving here in Cornwall and it is now 7.2.25. No response to last email chaser when issue of refund for non-delivery raised. Appalling. Unless my order arrives intact in the next 7 days, I will never order anything from this company again.”
“Awful service. Ordered 6th Jan and have called three times chasing up order. They promise to get back to you and never do. Happy to take the payment though!”
“Terrible 😢 poor quality products shipped from overseas, trading on reputation of previous company but taken over by Giomani designs . Appalling customer service, refusing to issue refund for substandard goods, making fake claims and faking positive reviews on trustpiot”
“We bought five olive green planters. At a cost of around £400 in May. When we’ve brought them into the shed for winter we noticed all the paint was coming off. The planters now look tatty. Really disappointed in the quality and not only that the resolution Cox & Cox offered.
£10 refund or £30 credit note.
Poor quality, poor customer service. Will stay well clear of using this company again.”
“Incomplete order delivered - I ordered 3 packs of 4 items and 3 single items were delivered.
Phoned straight away and told additional items would be sent out immediately. 4 weeks later - still no sign. Not answering my emails/ phone service says no one available and online chat unresponsive! Very poor service”
“SCAMMERS DO NOT ORDER!!
Now owned by scammers who will not refund and are breaching consumer rights. You will get no response on the phone and they will just try to offer credit instead of refunds. If you do not accept credit, they will just ignore you and keep your money!”
