Cox & Cox Reviews 

Update on 20/07/2026: Since C&C asked in their response, my order number was 002491478. A bit late to offer to fix it now though…

On 7th April, I ordered some cushions, cushion covers and a couple of planters. A month later, I had still not received anything, despite numerous promises from their customer service team (all a result of my inquiries) that my items were being or had already been dispatched. My patience ran out at this point and I requested the cancellation of my order for a full refund. Their communication throughout was friendly but reactive only. And friendly words cannot make up for paid products never arriving as promised. I will never order from this company again and would not recommend anyone to do so. Please read the negative reviews first, as I wish I had done. Many customers have had the same experience as me.

A quick timeline of events to illustrate their poor service:

7 APR - placed order. Their confirmation email stated “We expect our delivery team to contact you to arrange delivery within 3-4 days from the date you placed your order, assuming the item was in stock when the order was placed.” Nobody contacted me. Also, how can they sell an item if it’s out of stock and not inform customers?

13 APR - received email from C&C stating that my order has been dispatched. Strangely, this email repeated the language from the earlier email about the delivery team contacting me in 3-4 days to “arrange delivery” and “assuming it was in stock”etc.

17 APR - I contacted C&C to say I’ve still not heard anything about a delivery date and was told “ there was a temporary technical issue which has now been resolved. Your order is currently ready for collection by the courier and will be dispatched shortly.” I expressed my disappointment at having paid £6.95 for delivery yet received nothing after 2 weeks and requested the delivery fee be refunded.

20 APR - C&C offered me a £10 gift voucher for “the delay and inconvenience caused”. I requested this instead be applied as a refund against my current order, which they agreed to. The money arrived in my account on 24 April.

26 APR - I emailed again to flag I still had not received a delivery date and highlighting that the tracking link they provided didn’t work.

27 APR - C&C responded to apologise (yet again) and confirm that “your order has been processed and is currently allocated to our warehouse team for dispatch”. They had also raised this with the warehouse team for “priority dispatch”.

5 MAY - I emailed C&C again to flag that another week had passed with no update on the delivery date. I told them unless my order had been shipped that day (which it hadn’t), I wished to cancel my order for a full refund.

7 MAY - I chased for a reply, requesting confirmation that my order would be cancelled and money refunded without delay. Received another apologetic email and confirmation the cancellation had been done. I should receive the money in 7-10 days or possibly sooner, depending on my bank, they said.

12 MAY - the refund arrived in my bank account and the exhausting saga finally ended. I strongly recommend not ordering anything from Cox & Cox. There are so many other companies that provide similar products and far better service who deserve our business so much more.

Kyle was excellent. Very helpful and professional.

I ordered outdoor seating at the end of June after our chairs broke. The website showed the items as in stock, full payment was taken immediately, and the confirmation email said I’d hear within a few days about delivery.

I did get a reply when I chased — but they couldn’t give any update. Weeks passed with nothing, yet their website continued to show the chairs as available to order with an early July delivery date. So I followed up again, assuming ours would be dispatched soon. Only then was I told the new delivery estimate was now the end of August.

So: full payment taken in June, no proactive communication, no ability to update me when asked, and the website still advertising earlier delivery dates that clearly weren’t accurate. It feels misleading and really disappointing for a brand positioned as premium.

We’ve since had to buy outdoor chairs from Atkin & Thyme instead, they arrived within a week, exactly as promised, with excellent delivery service. A very different experience. And rather nice.

Beautiful furniture, arrived fully assembled, unpacked and delivered to the room of my choice. However, the delivery men were atrocious! Not only did they throw the furniture around whilst unpacking they were very rude, and one wanted to use the bathroom and left a mess…….! So I’ve knocked a star off……

Paid for next day delivery, order still hasn't arrived a week later. I emailed support team and they said the team are 'working on dispatching my order' so it hasn't even been sent yet!

I had a minor issue after delivery contacted Ellie at customer service and she was absolutely fantastic and sorted my problem within minutes !
The furniture lovely amazing quality and customer service outstanding I will definitely use this company again.
Thank you again Ellie
Carol Wood

Fahad was excellent with dealing with my query. He was polite, helpful and quickly resolved the issue.

Fahad was great at solving our issue with a faulty cutlery set. Super quick to respond and a replacement sent immediately.

I have been waiting for a month for a refund for lights I returned. The whole process has been unnecessarily difficult from actually obtaining approval to return to now waiting for the money to be refunded. I was emailed on 5th July and informed the refund had been processed. I have now been told it hasn’t actually been processed. It feels like you are meeting obstacles at every turn and customer services are slow to respond and very vague in the information provided. I’m sure Cox and Cox sell some very nice items, unfortunately for my conversion project I will not be buying anything else from them and would recommend anyone else thinks carefully about buying something unless you’ve seen it in the flesh and are sure you won’t possibly need to return it. I’m talking about 2 lights worth £156 so not even a huge amount of money.
They even offered me £50 voucher not to return the lights after weeks of trying to get returns information. Very strange for a company their size
Edited to add - I have now been contacted and told again the refund has been processed I was given several different excuses for why I was informed this had been done on 5th July when it hadn’t. It’s a shame you have to go to these lengths and spend so much time and energy to get a basic level of service which any decent company should offer as standard. Not to mention they have a legal obligation to provide this service. Big sigh

As an interior design studio, we've worked successfully with Cox & Cox for many years, which is why our recent experience has been so disappointing.

Unfortunately, the level of customer service and communication has fallen well below the standard we expect from a supplier, and as a result we've made the difficult decision to remove Cox & Cox from our approved supplier list.

As a business delivering a premium service to our own clients, we need suppliers who are reliable, communicative and contactable when issues arise. On this occasion, none of those expectations were met.

We ordered an armchair and an attempted delivery was made before we had received any dispatch confirmation, delivery notification or proposed delivery date. Unsurprisingly, nobody was available to accept the delivery because we had no idea it was arriving.

Following the failed delivery attempt, we contacted Cox & Cox to arrange a new delivery date. However, rather than assisting us, we were simply told to contact the delivery company ourselves. The problem is that we had never been provided with the delivery company's details in the first place, as there had been no communication prior to the attempted delivery.

The responses we received felt generic and unhelpful, with no apparent ownership of the issue or willingness to resolve it. As things stand, we're left hoping a second delivery attempt isn't made without notice, resulting in yet another failed delivery that could easily have been avoided with better communication.

It's a real shame, as we've specified Cox & Cox products on numerous projects over the years. However, product quality alone isn't enough. The customer experience is equally important, and unfortunately this experience has left us with little confidence in recommending the company to our clients going forward.

I have ordered several things from Cox & Cox over the years and the quality and service has always been great. I needed some help from customer service for my last order and Zoya was amazing. Really quick to reply and sorted the issue without a problem. Thank you again!

Fahad was able to resolve a delivery issue caused by an error made by your delivery company. After quick and courteous communication he offered an acceptable refund solution for the inconvenience of a very delayed delivery.

Kyle was really helpful efficient and showed great customer service

That’s why I shop at Cox and Cox - they have amazing customer service and staff

Thanks Kyle for sorting my query .

The order I placed on line for 3 weathered oak and metal stools arrived very promptly but unfortunately only 2 were delivered. They are really lovely stools and I can recommend them for comfort and aesthetic appearance. When the third still didn’t arrive after a few days I contacted customer service by email. This is a little faster than waiting on the phone. I was helped by Myrie who quickly sorted out the problem by despatching a further stool with no quibbling. I would recommend emailing customer service in the first instance as the response is within 24 hours and is a reliable service. I would use Cox and Cox again as their products are good quality and stylish and the customer service back up works!

Items are lovely but it is not worth ordering from this company due to the poor delivery and customer service. Twice I have ordered from cox and cox and had issues. Most recently they only sent one of the two items I ordered (yet charged for both!). I then had to chase this up and am still sorting out a returns label. I would have cancelled my order had this been communicated and I’ve now wasted money on postage as well as all the time taken writing emails and chasing up those emails as it can take days for them to reply. Such a faff and the usual boring apology emails that are empty and scripted that don’t actually answer the questions I’ve asked in my email.

Ordered green boucle dining chairs and stools. On receipt I realised that my order of two stools and six chairs was identical to the Oppo range at Amos Lighting but £300 more expensive !! Also disappointed with the fabric
On contacting via live chat I was told that they wouldn’t price match and to return the order. Unfortunately after several emails etc I’m still trying to get my order collected.
My order number is 002583727 and I need the return actioning asap so that I can get a refund

Great service

Excellent customer service from both Josh and Marc, with a realistic and effective marketing strategy and ongoing advice resulting in an offer within a matter of weeks of launch. Continual updates and follow up with the Purchasers. I can highly recommend them.

Doing another 1 star review as this company are an absokute farce. I genuinely wonder if they are going out of business or struggling for cash...

5 weeks the ordeal has been ongoing, and I still have not received my refund. The company is a joke, even basic levels of customer service are a joke, staff are not helpful at all, response times are ridiculous, and after 5 or 6 (possibly more now) direct instructions to refund my money, nothing.

Now well in breach of consumer rights and trading standards are taking the matter up.

DO NOT ORDER FROM THIS COMPANY!

Good choice of home products, some quality items. My first experience was a bit disappointing though as one item was missing and I had to contact them to rectify. Quick turnaround of customer service so will probably use again.