Cox & Cox Reviews 

I ordered 6 outdoor dining chairs and a table on 20th May. The table arrived without the chairs. I was not informed that the chairs would not be delivered. Absolutely no customer contact to advise me that they weren’t coming.
I contacted customer service and after waiting on hold for 20 minutes got told by the advisor that he would look into it and call me back within 1 hour. No call back was received. The following day I called again. After being on hold for a further 20 minutes I received a recorded message to say that lines were busy and to call back.
Therefore I emailed. No response was given. So I live chatted on WhatsApp. This was extremely frustrating process whereby no information was given at first but eventually I was advised the chairs were not in stock. I was advised they would be back in stock and delivered on 30th June.
1 week later (17th June) I received a call saying my chairs were due to be delivered the next day. I mentioned that I was advised that they were not due to be delivered until the 30th. They reassured me that they were coming the next day. I was excited about this and presumed the company had sped up delivery out of courtesy.
The chairs were not delivered the following day. Back again to trying to contact them. I tried calling- no answer. I emailed- no reply. I instant messaged and found out this was a mistake and they would be delivering the chairs on the 30th June.
The day before the 30th. I received a call to confirm delivery. I asked the customer service person were the chairs definitely in stock and would definitely be delivered explaining the hassle I already had. He assured me they were in stock and would be delivered.
After the call I received an email asking if all my items had been received and to contact customer service if they weren’t. I was confused! A few hours later that day I missed a call from the company and received an email to say that delivery would not be happening the following day as the items were not in stock! What a joke.
I emailed to express my concern and received no responses as of yet.
At one stage throughout the painful process I did received an email apologising and offering me a £20 discount on my next order. I had spent a total of £1983.25! I will certainly not be using this discount as I certainly will not be buying anything further from this store.
I have yet to receive my chairs.

Used live chat today for the first time and it worked brilliantly. Really fabulous! I was querying an order, but in the end agreed a refund. All dealt with without any bother. Quick and easy.

The customer service is excellent. Mason was super helpful with my query, and therefore I placed a second order - a great company :)

I placed an order for a pair of wicker garden chairs, but only 1 of the 2 chairs was delivered. There was some confusion about whether the listing on the website was for a single or a pair of chairs. Shout out to Zoya in Customer Service for working with me to favorably resolve it. The vintage outdoor dining chairs are amazing high quality, comfortable and look gorgeous in the garden. Cox & Cox consistently provides stellar customer service and terrific products.

I am fed up with cox and cox awful communication and customer experience. I bought lampshades advertised as ‘candle clip’ 2 months ago. They arrived and were not candle clip as described. I’ve spoken to several people who all tell me different things. One minute I am receiving the additional attachments and they will be with me by the end of the week the next I’m being told I can go ahead with a return. Frankly all I want is my money back but they can’t even process the return request. What is happening cox and cox, I’ve tried to be polite but this is the worst customer experience I’ve ever experienced in my life. So unorganised and painfully slow to reply to emails. If I call then I get a different answer from the previous conversation.

EDIT: On Monday, they said they would start refund process. It is Wednesday and I haven’t heard a word from the company!

Do not order from this company! They are unreliable. Ordered outdoor corner sofa from them, had confirmed delivery date and even paid assembly fee and they called last minute and cancelled delivery, claiming the item turned out to be damaged. They refused to give any more information and as they had no more stock of it available, was stuck with no sofa before the party. What a shame, expected better service from them.
They refused to give me information where the sofa manufacturer is located, which is odd (China it is, I guess but why hide the information from the customer).

Awful! Do not use .
Purchased a £1000 parasol never arrived ,emailed 6 times no reply ,they dont answer the phone , still waiting for a refund a month on .

I bought a metal garden bench. After three weeks with no info about delivery I emailed to ask where my bench was. I got a reply, oh yes it’s out of stock and do I want to choose something else for the same value? Only offered me a credit note - no refund! I am appalled not to be offered a refund for their error. I also notice what a nice little side-hustle this could be - all of this extra money goes into in their bank account earning interest, until the customer tries to claw it back. Not impressed at all. Avoid. Something stinks here.

Very prompt and helpful

Myrie was very kind and helped me out with my query very satisfactory

Ordered 2 solar fountains on the 20th May, understanding that stock was due ‘late May/early June. Still hadn’t had any communication or update on my order status so chased this 13th June but had no response so chased again on the 16th June.
This finally triggered a response from the company and I finally took delivery of the items on 24th June. Unfortunately when I unpacked the first item it was badly damaged so I set up the second fountain to check it was working. It wasn’t! I immediately emailed the company informing them of the faulty goods and requested an update as I noticed the item does not exist on their website anymore, so a replacement was unlikely. Heard nothing despite sending photographs as requested. Finally sent a return/refund request yesterday, again with necessary photographs, and am still awaiting an update. I have used this company before and, on the whole, have found them pretty good. I normally don’t write reviews, as I’m supportive of businesses and understand that times are challenging. However, the company have had my money, not an insignificant amount, for weeks without fulfilling the order and I think it’s really poor customer service to not update customers on order status requests and simply ignore refund requests when repeated emails are sent.
Sadly I won’t be ordering from this company again, which is a real shame!

While the website could be better with more detailed size/ dimension information Kyle from customer services has been great helping me sort out the information we need and processing the order.

Ashleigh was EXCELLENT. It is thanks to her that the problem was resolved quickly and efficiently. I had a series of unhelpful people before Ashleigh. She saw it through personally and sorted it all out. Thanks Ashleigh.

Do not spend your money with this dreadful company! They sent the wrong cushion with our garden furniture set mid May, and have still not corrected it. It’s virtually impossible to get through on their phone line, they often don’t respond to emails and despite multiple promises to sort this for us, we received the wrong cushion again today and have no idea when we’ll get the right one. A lot of wasted time and energy - shop elsewhere!

AVOID THIS COMPANY!! Do not shop with this company!! I ordered a mirror back in april and im still waiting on a full refumd as they only refund in stages. Their customer service is a shambles. Not only did it take them 7 weeks to collect the mirror but now im being hit for late payment fees on klara as that was my payment on choice! AVOID AVOID AVOID.

I stopped ordering from this company a few years ago as everything seemed to go wrong. Stupidly two weeks ago I ordered some garden furniture, which was meant to be delivered on Wednesday and they phoned and asked if I wanted it assembled, to which I said yes. They turned up with no screws and had to ask us for a knife to open packaging. They left it half unpacked in the garden and said a van would be there in 30 minutes. Nobody turned up and nobody got in touch. I phoned to be told the other van didn’t have the screws either but they would rearrange for today but couldnt offer any compensation u til complete in case anything else went wrong! They haven’t turned up today, no contact, phoned up, waited, cut off, phoned again … the van is broken down!!?? Rearranged for tomorrow. All furniture has had to be carried in and out of house twice and now again. Do not place an order with them.

Update - I have now received a reply and refund in response to previous review on 13/6/26 , although would have preferred not to leave a negative post in the first place. Thank you Qaiser and Kelly for resolving the issues.

Cos & Cox first class company, great range and premium quality. Logistics Team - from the outset, the communication was excellent. I received clear guidance on delivery schedules, followed up by both phone calls and emails from Eddie, who was extremely helpful throughout. He also recommended the premium delivery upgrade, which was very easy to arrange and definitely worth it.

The upgrade ensured precise placement of my large items exactly where I needed them, along with unpacking and removal of all packaging—something that made a huge difference and saved a lot of time and hassle.

On delivery day, everything ran smoothly and on time. The two delivery drivers were professional, polite, and respectful in my home, taking great care with the items and ensuring everything was handled properly.

Tracking and communication throughout were first class, which gave real confidence in the process from start to finish.

Overall, a very positive experience—I wouldn’t hesitate to recommend this company and would definitely use them again.

Bought three grey glass pendant lights which initially looked good. However, one arrived with a badly frayed cable. It took considerable time and effort to get a response from Cox and Cox, although a replacement was eventually provided.
Now that all three lights have been installed by an electrician, it is clear that they are noticeably different shades of grey.
I have contacted Cox and Cox again to request a replacement, but several days later I have still not received a response. Overall, the lack of quality control and poor customer service has been frustrating, and I would not purchase from this company again.

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.