Cox & Cox Reviews 

Never had an experience like it. Ordered 4 wall lights. When they arrived, only three in the box! Checked the invoice which stated only three sent. Absolutely no communication at all about this. Submitted a returns request, including the requested photo and not had a response to that. Emailed them and five days later got a response saying they couldn’t send the fourth as it didn’t meet quality control. Rubbish, the other three clearly hadn’t been quality controlled, the boxes were sealed, they just didn’t have the stock. Offered to wait for another light to come back in stock with no timeframe and a £10 off my next purchase! Laughable if I wasn’t so angry. All I want is a full refund including my postage but it seems it’s almost impossible to get one. I have now been asked to submit a returns request, already done a week ago but hey, I’ll try again! Can’t believe they didn’t contact me when they didn’t have what I wanted. Clearly at that point I should have been given options to wait, refund or maybe choose something else. Instead they choose to waste my time, had to source lights elsewhere, arrived in a timely fashion exactly as ordered. They’ve also wasted their time, money, postage and packaging sending items which clearly are no good. Having just moved house they could have had repeat business from me had this been dealt with appropriately.
Who in their right mind thinks 3 lights will be OK when 4 were ordered. And they haven’t even refunded the light they didn’t send. They obviously think I’m happy to pay for goods I haven’t received.
Thought this was a reputable company!!
DEFINITELY NEVER AGAIN.

So I have now sent my order number in response to their Trust Pilot request but in the meantime have had a further response to my request for a refund confirming that the item was out of stock and would I like £25 to keep them. Obviously, the right hand doesn’t know what the left hand is doing. No no no no. I just want a refund!

Now 21st July. Still haven’t got my refund. Was promised a returns label, never received but for some reason they have now just sent another light despite numerous conversations advising that I have purchased lights elsewhere. Can anyone advise how I return these lights and get a refund?

Ordered two stools (Order #002568403); both arrived damaged at the base due to poor packaging. Offered a refund/replacement on 29 June, chose collection for both items on 5 July — but nearly three weeks on from the initial complaint, still no confirmed collection date despite repeated follow-ups. Every reply was generic and repetitive, going in circles rather than resolving anything. Had to formally escalate and raise Consumer Rights Act 2015 concerns just to get taken seriously and still no satisfactory resolution.

Appalling service. Severe lack of communication, care and attention to customer. Purchased Keswick Recliner chairs early May, stock due end of May according to website. Order not received, no contact from Cox & Cox, spent a month chasing confirmation about the delivery status. Asked to escalate complaint - no procedure forthcoming. Requested a refund twice - not forthcoming.
No regard for requests for updates.
Today, managed to get through via phone and again was told they would check with warehouse for when the order will come into stock. Website shows out of stock and price has increased of product.

During my 20 emails back and forth since end of May I wqs told to just use the notify me when in stock button on website!

Now waiting for a full refund. I have lost patience with dealing with such an appalling customer experience.

DO NOT USE!!!

Absolutely shocking! Ordered loungers, waited, waited some more, told they would be coming into stock…waited….still nothing. Asked for refund….nothing, asked for refund again…..still nothin. Eventually request for refund acknowledged….still not received….absolute charlatans!!!

Really disappointing experience I wouldn’t recommend this company at all. I ordered a garden dining set and on the day of delivery received an email to say 2 of the chairs had been damaged and they didn’t have more in stock. I said ok then I would just like to get my order reimbursed as the order is not complete. What followed was a complete nightmare - all emails to customer services went unanswered, numerous calls no one picked up at all despite holding for a long time. Eventually after wasting a lot of time got through to someone they promised my refund had been processed (it was 2 orders so 2 payments). I even got sent an email confirming it. Fast forward a week and only one payment appeared - yet more calls and emails went unanswered until eventually got through again and assured that finance team had made a mistake and the other part would be processed. Promised to sent an email confirming this - never did and still have not received the £700 I am owed. Worst experience ever and I wouldn’t go near this company ever again. Needless to say the delivery guys told me that all day it had been mistakes and issues with all the Cox and Cox orders they had been delivering! ** order numbers as requested 002536921 and 002537272 - I received an email today which is the first response I have received to 10+ emails because I wrote a review….**

Fantastic service! Immediately responded to a problem I ashed for help with - delayed because of myself - so the company did not need to help me out with it due to time elapsing but Laiba - in customer service - couldn't have been more helpful. Went to the trouble of writing a personal reply that made me smile, tracked down the part I needed and then sent me the part! Exceptional! The personal shopping experience, often lost with internet purchases, was not the case at all. I applaud the company and thank Laiba

Updating review 20 July. I have emailed you and left messages on your phone as you do not answer. I have no goods from you as you have received my return back and I emailed to cancel rest of order. You have now had nearly £300 of my money for a month.

No delivery after more than 2 weeks and no reply to my email. They have nearly £300 of my money, this is totally wrong.I emailed to cancel and have since received the lamp I ordered that was in stock on 26 June when I made order so that took 2 weeks to arrive (only after writing a review on her). I am now awaiting confirmation of when they are going to the the lamp I asked to cancel and also confirmation of cancellation for the other part of my order which was due in stock beginning of July but is now not due until 15 July. Just want my money back in full.

I have recently purchased an expensive table and 6 dining chairs from this company. I paid an additional £55 for a Premium Installation and to take away the packaging. On the delivery day the driver arrived and the first thing he asked me for was a drill/driver and a knife, so he could unpack and assemble the table. I was in sheer disbelief having paid for a service and then having to supply the tools for them to complete the job. I spoke with C&C customer service (Simon) who offered me a partial refund of £35 for the premium delivery. However 7 days later I am still awaiting the refund having chased for it. The products are nice but Customer service is poor to non existent.

Fahad was very helpful in my queries and was quick to respond to emails ensuring great customer service

I had a good experience with the live chat. Mason resolved my problem quickly, politely and professionally. Thank you!

The customer service I received from Kyle has been extremely good. I am looking forward to receiving my delivery this week having discussed a faster delivery time due to needing the purchases before the weekend. Kyle was very polite and I can’t fault the service received so far! I Love Cox & Cox products, always such good quality.

Eddie was extremely responsive and very helpful in helping me to organise delivery and the platinum delivery service. I am very grateful to him for his excellent support.

Ordered 4 stools. Only 3 delivered. No response to emails. Finally managed to speak to someone after calling several times and getting cut off after 10 mins. Spoke to a lady who told me it will ‘probably turn up’. I requested that the missing item be shipped again and asked that a confirmation email be sent, or she call me once she’s ‘looked into it’. No email. No call. Going to try and get my money back via credit card now which is surely not good for a business?! I love their products but just can’t trust the service. Disappointing
My order number is: 002585182. Please arrange for my missing stool to be delivered and hopefully restore my faith in your company!
*Update. I’ve updated my rating from 1 to 3 stars as since writing the first review Mo from Customer services got n touch. I now have all my stools, thank you.
I’ve only given 3 stars though as getting a response from customer services shouldn’t be this hard. I’m very wary about using cox and cox again due to this which is a shame as there are lots of things I’d like to buy.

Ordered a dinner service which is lovely. One of the pasta bowls was damaged and it’s a nightmare trying to get it sorted. Small problem but they are terrible to get in touch with. I rung and spoke to Kyle he asked for photo evidence which I sent on e mail. Heard nothing not acknowledging of the e mail at all.called again to chase up and was offered a discount against the product! Really!! I said no I want a replacement please. Still received nothing a week later. Called again can’t get through so left a message, then also tried live chat which was never available only allows you to leave a message which I have done twice. This is just a very small issue but really bad customer service, it takes nothing to get it sorted. So leaving this review in the hope that someone picks it up and deals with it.
EDIT: So after this review Kelly got in touch and apologised and sorted the issue promptly. Just a shame I had to write a bad review to get anyone to do anything. The dinner service bought is lovely and bought in the sale too!

Very responsive and co-operative web chat with Mason

I am very happy to recommend Mr. Joshua for his excellent assistance and kindness throughout the process. He was always respectful, honest, patient, and willing to arrange several viewings until I found the right property.

Joshua made everything easy to understand and was always helpful whenever I had questions. He recommended Gold Solicitors, which was very useful and helped me move forward with confidence.

He knows how to handle customers professionally, make them feel comfortable, and solve problems quickly. His positive attitude and dedication made the whole experience much less stressful.

I would happily recommend Joshua to my friends and family for his outstanding service and support. Thank you, Joshua, for all your help.

I expected far better from Cox & Cox. I paid over £1,000 for two outdoor wooden chairs, yet in less than a year they have warped badly and the wood has become discoloured - They look closer to 30 years old!

When I contacted customer services, I was simply told that because they were nearly a year old, I should “varnish them.” That’s not an acceptable solution for premium-priced outdoor furniture. At this price, I expect products to last for years, not deteriorate within a single season.

Very disappointing quality and equally disappointing customer service. I won’t be buying from Cox & Cox again.

I previously removed my two negative reviews after Kelly called me personally on 17.06.26, apologised, and issued a refund. During that conversation, Kelly also agreed to reimburse my return postage, which came to just under £30.

Unfortunately, despite sending three follow-up emails and providing copies of my postage receipts as requested, I’m still waiting for the refund. There has been no resolution or communication.

I genuinely thought the company had redeemed themselves by taking responsibility and resolving the issue, which is why I removed my earlier reviews. Sadly, they’ve failed to follow through on what was promised, leaving me disappointed all over again.

When I called it was Ellie that dealt with me, she was so helpful customer service is outstanding combined with the product being so good I would highly recommend