Cox & Cox Reviews 61.408

So , I ordered a fake pot plant on the 1st May 2026, my money was immediately taken. 10 days after receiving nothing, not a word I contacted them to be sent the most patronising email thanking me for my patience and telling me that my order is being ' carefully inspected' and so cant be sent yet.....4 days later same banal responses so I ask for my money back.....guess what, that will take 7 to 10 days ' depending on my banks processing policy' well it was paid in seconds so.....I guess thats the policy. Absolutely shocking company....do not order from them!

Terrible customer service!
I ordered two items that were in stock and available for immediate dispatch so I paid for next day delivery (£10.99).
One item arrived the next day and the other turned up three days later.
I phoned Customer Service when only one item arrived and was told she would look into what had happened and get back to me. Nothing! No phone call.
I emailed(30th April ) CS expressing my disappointment and requested a refund/partial refund as they obviously hadn’t delivered my order in time. I haven’t had any correspondence from them as of today (14th May).
I then received two dispatch emails three days after I had already received my order.
Buying from an established company I expect better!

Ordered 2 lights before noon on a next day delivery service last Thursday. No tracking link was received, so I called them the following day asking when the products were being delivered. They had not even been sent. I chose the next day delivery option as I had an electrician booked to fit them on the Saturday. Was promised they would go out on the Friday for delivery on the Saturday - did not arrive. Called on Monday, was told they hadn't been sent, but would be treated as a priority. Called the office again and used the chat, keep being told that they haven't been sent but will be a priority. Called again today, being told the same thing over and over again. Cox & Cox have over £100 of my money, and I do not have any products. Their delivery process is a shambles. I have asked for their customer services manager to call me, Mo, but no call received as yet. My advice is to buy elsewhere.

Order number: 002527615

Do not order
I placed an order earlier this month
Website states 2-3 day delivery
No clue on when the item would have been dispatched.
10 days later it hasn’t even been dispatched.
I’ve now cancelled so can’t comment on quality of product but put it this way they take your money straight away, don’t release the goods and now after I have messaged to say I’m cancelling have they said I will need to wait 7-10 days for a refund.
Emails professional but generic probably ai generated.
My £100 will have been in their account for up to 20 days when I get it back for nothing…. I think it’s a scam company probably living off the interest of customer money!! Very disappointed and falls short of what I would expect and lack of transparency on their webpage.

We purchased 3 sets of garden furniture from cox and cox which was delivered on time. Unfortunately one of the sofas had damage to it. I reported this damage within 12 hours of the delivery and was responded to within a very quick time frame. My main contact was a lady named Zoya who was absolutely fantastic. I cannot sing her praises high enough she was extremely thorough and very helpful. She is a credit to your company. Thank you again Zoya for your excellent communication and always being so responsive.

Excellent quality products, have several at home already. Excellent customer service, Mason stood out as very helpful in my last experience with the company

Terrible experience (this time), goods faulty and simply brushed off with a - they will deteriorate over time (I’ve had them 6 weeks !). No offer to change or refund, or to investigate further even when photos were shared

Reference number is 002465027

Beautiful product, dreadful delivery service. Not as advertised! Description says that items will be delivered to room of choice and packaging taken away. Delivery date accepted; then delivery time window sent and no further communication. Delivery 4 hours late. Not opened, discovered substandard. Lots of photos and frustration. Told I needed to adjust doors myself. Still not suitable as screws too small and over tightened. Had to arrange collection and yet another saga. No communication, 2 hours window and still another 4 hours later. Agreed delivery of replacement…. We are now on the 3rd day of hanging around. 17 emails between customer services promising everything and giving nothing. Eventually new cabinet arrived and I sent videos of my husband trying to adjust the doors. Just about acceptable, exhausted, frustrated and absolutely fed up. Dreadful service and then offered a voucher to buy something from Cox and Cox. Absolutely disgusting. Delivery was £65 and after lots of communication I insisted that a refund of £150 would be acceptable to me. For 3 days of my time and inconvenience it really was a joke. Customer service agent was lovely but the company was awful.

I’ve placed two different orders with Cox and Cox and both have gone badly wrong. First order for two planters and only one arrived and I had to chase them to get the second one which had gone ‘missing’ Second order for glassware hasn’t arrived yet, I emailed, got no response then did a webchat to be told there had been an issue and they would now put my order through - 8 days after I placed it and paid for it. Told it will be dispatched in 1/2 days ! Very poor indeed and it seems like they have a problem with their dispatch processes. Their stuff is nice but expensive so they need to improve their delivery. Order no for second order is 002522377 Further update- I’ve supplied the additional information requested by Cox and Cox - no reply and I’ve now had an email advising me my items are now ready for dispatch - nearly 2 weeks after I ordered them. I was also sent an email about someone else’s order then asked to ignore it as a mistake ! Very underwhelming and not worth the hassle really to get some glasses and a decanter! Hopefully the items will eventually arrive.

I had a recent experience with Zoya regarding a product I had purchased. The service was truly amazing and it was a pleasure to communicate and resolve the concerns. A true seasoned customer service professional. Thank you

Update: I have now been provided with details about how return the item, along with a returns address. Thank you.

A long term customer of Cox & Cox, though this last order is the first one since the company was bought out by Giomani Designs, and I will not be buying from them again. An item I ordered was not as advertised, colour and quality wise, and so proved unsuitable for the scheme I was designing. Not a problem you might think - until you encounter a returns process that has barriers put in place that actively discourages customers from exercising their legal right to returns. Cox & Cox now require that you seek 'permission' from them to exact a return; photographs have to be sent prior a 'special' representative 'investigating your case' and 'authorising' a return. When said 'specialist' emailed to confirm they'd reviewed my 'case' I was not given details of an address to return the unsuitable items, as promised, but was offered the 'option' to "consider keeping the unsuitable items if we offered you a voucher worth £25, valid for two years and redeemable against any item on our website?" What on earth? I have since read that this is the new MO of Cox & Cox, which raises serious concerns about the stability of the finances of the company. Are they about to head into administration? Is this why they are doing all they can to deter customers from legally returning items, under the Consumer Contract Regulations? Other customers have been quoted as saying that, even when they've been able to return their items their refund has not been forthcoming. The Collections/Returns department has now gone dark and stopped responding to my emails and calls. BEWARE!

Fahad was very diligent, responding swiftly to a query and dealing with my request effectively.

Friendly and speedy customer service, which made me feel like a valued customer. I had an issue with my order being damaged in transit and it was dealt with swiftly and politely, a replacement was organised and received in good time. Very happy with my purchase and would shop with Cox & Cox again.

Clear communication from ordering start to finish. Delivery as stated at the correct time and without fuss. One small issue with product that was dealt with efficiently by Fahad in customer services.

i had to change the date of delivery and Fahad was very efficient and helpful, responding promptly

Great customer service from Fahad

Absolutely terrible experience from delivery to customer service.

The delivery drivers want it left a huge heavy coffee table outside my flat. I had to beg them at least bring it into the corridor because it was impossible for me to carry alone. The box was unbelievably filthy — covered in dirt and black dust. As soon as I touched it, my clothes became black and dirty. I even worried about bringing it into my living room because I did not want my carpet ruined.

When I told the delivery team how dirty it was and asked what I was supposed to do, they simply said there was “nothing they could do.”

After struggling with this huge dirty packaging, I opened the box to check the table colour because the item was completely wrapped and impossible to inspect from outside. The reason I ordered this table was specifically because it was advertised online as a LIGHT “limewashed” honey wood colour with white washed detailing.

What arrived was a completely different DARK oak/brown table.

I even sent customer service comparison photos from their own website showing:

the light limewashed table I ordered

and another darker oak table they also sell

The table they delivered looks like the darker oak version, not the limewashed version advertised. The difference is obvious.

Instead of apologising, the man from customer service became rude and questioned WHY I opened the boxes. How exactly is a customer supposed to check the colour of furniture without opening the packaging? Especially when lighting changes everything and I needed to see it properly inside my living room.

Then he told me I had to keep this massive dirty box inside my home for almost a week waiting for collection. I explained I was not keeping filthy packaging in my living room and risking damage to my carpet because of their mistake.

Only after arguing did they reduce the collection time to two days — but he still expected me to somehow repackage the table myself into dirty boxes.

The entire experience was exhausting:

misleading website photos

wrong colour item

filthy packaging

rude customer service

unreasonable collection expectations

I genuinely felt like they were trying to make me feel stupid for complaining about something that was clearly not what I ordered.

Would never order from this company again

Very disappointing experience with Cox & Cox from start to finish.

I ordered two counter stools online and immediately noticed poor communication and lack of transparency around delivery. The order status remained stuck on “Processing” with no meaningful updates. Emails went unanswered, and when I called customer service, I was repeatedly told “someone will follow up”, yet nobody did for days.

When the stools finally arrived, one was acceptable, but the second was clearly faulty. The wooden backrest showed obvious signs of having been previously broken and then glued back together. The joint line, uneven finish and visible repair marks were noticeable upon inspection, particularly under certain lighting. The repair itself looked crude and structurally questionable — certainly not what anyone would expect from a brand-new item at this price point.

What concerned me most was that the defect appeared to have been deliberately concealed with surface treatment and finishing. This raises serious questions about quality control and the company’s integrity. Customers purchasing new furniture should not receive repaired items disguised as new.

Unfortunately, the after-sales service was just as poor.

I reported the issue on 16 April 2026 and clearly confirmed on 17 April that I wanted a replacement. After multiple back-and-forth emails, their logistics team arranged delivery for 28 April. I even reconfirmed the day before and was told the replacement was “out for delivery” via DPD. I waited in all day — nothing arrived.

Then, incredibly, I received another email asking me how I wished to proceed, despite already confirming the replacement request nearly two weeks earlier.

The communication throughout was chaotic and inconsistent. At one point I was told to pack and return the faulty stool myself, only to later be informed that the email was sent automatically and they would instead arrange collection. Different departments appeared completely disconnected from one another.

After further delays and more time wasted waiting at home, the replacement finally arrived days later than promised.

Cox & Cox present themselves as a premium furniture retailer with stylish products, but based on my experience, the customer service, communication and quality control fall far below expectations. I genuinely question whether the products justify their premium pricing, especially after receiving what appeared to be a repaired and concealed damaged item sold as new.