Cox & Cox Reviews 

Had a few problems but, due to positive help from Zoya, all worked out very well and we are totally pleased with everything Cox & Cox have supplied.

I ordered a mirror weeks ago. Where is it? Got through once by phone then chat and both times told on the way.
Now cannot get through to either. Not answering phone. Says use chat. Chat not working. Very poor show. Still no progress

If I could rate 0 stars I would...from the very start customer service has been poor. I contacted them about the dimensions of a headboard to make sure it would fit, I received a response 6 days later once it had already been delivered. In-between then, I emailed when the lamps in my order were delivered - they're a completely different colour to online and one was damaged. Still yet to receive a response from them on that but have started a return. The bed was then delivered, with bird poo on the box, on the website it states the delivery men will deliver to the room of our choice but they didn't and we can't get the headboard up. Called up to return both the lamps and the bed but they couldn't do it over the phone, it had to be done on the online portal but stated it would be a high priority for them. I've started the return, Junaid got in touch and hour later (thought a good start) but that was 5 days ago now and I've chased twice for an update...VERY disappointed to say the least!! This is my final plea to get some help!

Eddie from logistics was really responsive and lovely when getting my delivery booked in and my questions answered! He was really happy to help!

UPDATE: Kelly has now stopped responding to my emails, I've chased multiple times and the issue has not been resolved. When I called up, I was told to keep everything online. I'm just asking for confirmation of refund as now they have the returned items.

The previous lack of response from customer service was blamed on back to back sales, however, I get promotion emails stating a new sale every day and I'm still getting ignored. What's the priority here?

4 MORE WEEKS GONE BY: still no communications from Kelly despite me chasing multiple times, phone lines are always turned off when I try to reach on the phone and tells me to go to live chat, live chat say they can't help me but they mark as "high priority"...I've been told that this is high priority now 5 times...dread to think what normal priority is...

I am waiting on the second part of an order, that was said to be arriving in early June. Two emails later, no updates and zero customer services. I am so surprised and greatly disappointed. It shouldn't need to be that a customer needs to write a negative review to get a reply when they have made a purchase!

I placed an order for a console table on the 22nd March 2026. Full payment was made and the item was listed as due back in stock MID April. I have still not received this order (19/6/25), I keep emailing only to be told it is going through a quality check process. Exceptionally bad service from Cox & Cox who are obligated to deliver the item within the stated timeframe & have failed to do so.
DO NOT order and pay for out of stock items

Ordered a lamp on 3rd June. No update on delivery. Emailed 5 days ago to request information - still no response.

I’ve ordered several times from Cox & Cox in the past and been happy with the service & quality of the products I’ve received. I recently ordered the Victoria wall cabinet & it looks amazing in my kitchen & quality once again is superb!!

I ordered a lamp with Cox and Cox that arrived damaged. I wrote to them by email on 10th June but no response. A follow-up email was sent on 12th June and I left two messages on the online chat. I finally had the following response on 17th June.

Please accept my sincere apologies for the inconvenience caused.

I’m very sorry to hear that the lamp arrived broken, and thank you for sending the photographs.

I have checked the details, and unfortunately the item is currently out of stock, so a direct replacement is not available at this time.

As a resolution, you are welcome to choose an alternative item of your choice from our collection, and I will be happy to arrange this for you.

Please let me know how you would like to proceed, and I will take care of this for you as a priority.

I have emailed back to say that I do not want another item as the lamp I chose fits my needs

It is 18th June and I am waiting for a response.

After posting my initial review, I was contacted by customer services and the issue has now been resolved.

Thank you very much

Charged twice.

I bought the Calabria Bistro set on 17th April and was told it would be delivered late May. I have tried calling Customer Service for an update and held on endlessly to no avail and written 2 emails with no response what so ever. Very poor Cox and Cox - if you have an issue with your supply chain you should at least communicate this to your customers who have paid in full and still waiting for goods to be delivered 8 weeks on. I look forward to a reply to my emails. Heidi

I was a little concerned buying garden furniture from this company based on the reviews. But I cannot fault this company. I purchased the Vichy sofa set and all the communication I have had has been excellent. It was delivered in the promised timescale and the delivery team delivered with care. The Vichy set was well packaged and went together with clear instructions and now sits beautifully in my conservatory. Very happy with my purchase.

I’ve ordered from Cox & Cox before, as has my mum, and each time we swear never again but then get sucked back in. The problem is that while their stock is beautiful and good quality, their customer service is non-existent and their delivery times are atrocious. This is supported by many, many reviews on this website.

This time I ordered two items (a lamp and a small piece of furniture) and paid £35 for delivery of the items. The order was placed on June 5th and both items were listed as in stock. The piece of furniture has been delivered but the lamp has not even been shipped yet (as of June 16th), and is still listed as being in stock on their website.

I have emailed asking for an update, no response. Their chat function is disabled due to high volume so I sent a message through it with the promise of a response, crickets.

Is my lamp being held hostage? Do I need to pay a ransom? Or do I need to contact my credit card and get the charge cancelled because of a fraudulent transaction? Because currently you have my money with no apparent intention of delivering the missing item or responding to my queries about where it is.

Update 17/06/26:
The response from the feedback team is unhelpful. You want details of my order but have given me no mechanism to provide those details to you. Unless you are expecting me to give me name, delivery address and order number on a public forum?

I have never felt compelled to leave a 1-star review before, but my experience with Cox & Cox has been so disappointing that I feel a responsibility to share it. What began as the purchase of premium outdoor furniture turned into months of stress, inconvenience, frustration and endless chasing at a time when I should have been focusing on recovering from major spinal surgery. I purchased the furniture specifically to enjoy my outdoor space during a 10-week recovery period. Instead, I found myself dealing with one problem after another. The issues started immediately when I was incorrectly charged duplicate delivery fees. Rather than matters being handled efficiently behind the scenes, I repeatedly found myself having to chase different departments and coordinate issues that should have been resolved internally by Cox & Cox. The delivery itself was equally disappointing. I had paid for assembly because my medical condition prevented me from undertaking such work myself. However, the delivery team appeared unaware that assembly and packaging removal had been booked. Their attitude visibly changed once this was raised, and they openly complained about communication failures and their workload during the installation.

The results spoke for themselves.

The furniture was assembled to an extremely poor standard. The quality of the installation was so poor that when a later delivery team attended my property, they reportedly commented that it was amongst the worst assembly work they had seen and even recorded video footage to show their supervisor. Shortly afterwards, components of the furniture began failing despite only limited use.
To make matters worse, I specifically warned the delivery team not to leave my gate open due to extremely high winds on the day of delivery. This instruction was ignored. The gate repeatedly slammed throughout the delivery process, resulting in damage to my property. Despite providing evidence and offering witness statements, Cox & Cox ultimately declined responsibility.

Unfortunately, the situation deteriorated further.

After raising concerns, Cox & Cox eventually acknowledged that the assembly standard was unsatisfactory and agreed to replace the furniture. However, the replacement process became another catalogue of failures.
An incorrect replacement item was delivered to my home. Not only was it the wrong item, it also arrived damaged. Despite this being entirely due to Cox & Cox's error, the item was left at my property and the delivery team refused to remove it. The large item then occupied valuable space in my home for an extended period while I continued to chase the company for collection.
The delivery itself also caused significant distress to my wife due to confusion surrounding the exchange process and the conduct of the delivery visit. What should have been a straightforward replacement became yet another stressful and unnecessary experience.

The most frustrating aspect of this entire saga has been the communication.

I lost count of the number of times I was promised updates or return calls that never arrived. On multiple occasions I was specifically assured that someone would contact me, only to hear nothing. Most notably, after attempting several times to speak with the individual handling my complaint, I was repeatedly told a callback would be made, including one occasion where I was told it would happen within the hour. No call ever came.

As weeks turned into months, I found myself spending more and more time chasing information, requesting updates and seeking basic accountability.

What makes this particularly disappointing is that Cox & Cox repeatedly acknowledged that the service I received fell below expected standards. They acknowledged problems with the assembly. They acknowledged issues with the delivery experience. They apologised for the level of service received. Yet despite these acknowledgements, meaningful action consistently lagged behind the promises being made.

For a company positioning itself as a premium retailer, I found the entire experience astonishingly poor.

Premium pricing creates an expectation of premium products, premium delivery and premium customer care. My experience delivered none of those things. Instead, I received poorly assembled furniture, property damage, an incorrect and damaged replacement item, repeated communication failures, broken promises, prolonged delays and months of unnecessary stress during a period when I was recovering from major spinal surgery.

The true measure of a company is not how it behaves when everything goes right. It is how it responds when things go wrong.

Based on my experience, Cox & Cox failed that test at every stage.

Abysmal Service

UPDATE (22nd June):
Unbelievably, the saga continues. After posting my initial review, Cox & Cox finally woke up and contacted me—not to apologize and send a new item, but to send me bizarre videos of a damaged base in their warehouse, cheekily offering me £25 off.
When I firmly told them I paid for a brand-new item and would not accept their broken warehouse seconds, they went completely radio silent yet again. They have ignored my emails all weekend.
I have now formally cancelled the order. I want my money back for the base and the premium next-day delivery fee I paid for nearly a month ago.
Your customer service is an absolute joke. Give me my refund immediately. I will not be ignored, and I am currently initiating a chargeback with my bank for non-delivery of goods. GET A GRIP AND REPLY.
Shameful service—still waiting for half my order 3 weeks later!
I am absolutely appalled by the shocking lack of customer service from Cox & Cox. I never usually write negative reviews, but this company desperately needs to get a grip.
Three weeks ago, I ordered a parasol and a base, paying extra for next-day delivery. The parasol didn’t arrive until four days later (so much for express shipping), but the base still hasn't arrived at all.
I have emailed them five times with zero response. I then managed to get through to someone on their webchat who promised me a definitive update within 24 hours. Surprise, surprise—total radio silence.
They are quick enough to take your money, but completely vanish when they fail to deliver. To leave a customer completely in the dark with no items and no replies for three weeks is shameful. Save yourself the headache and shop elsewhere.

Worst online shopping experience I've ever had . This company is so badly run , I have had nothing but issues with my first and last order. Paid next day (for wedding gift) arrived 3 days later (delivery charge of £10!! refunded after pushing them for it), return also a nightmare you have to wait and wait until someone can be bothered to ok the return , I sent it back at my expense ,(supposed to be refunding my postage!)they have acknowledged receipt of the return but Im still waiting for the refund , when I chased it they emailed back about a completely different product I never ordered!! Seriously poor service think twice before ordering

I ordered a cabinet on 13th April 26 and still waiting for it to be delivered. The cabinet was showing up as in stock however after a couple of weeks from order date I contacted Cox and Cox who advised it would come into stock at the beginning of June and would be delivered as a priority. I was happy to wait but when I didn’t hear anything about delivery I was told it would be delivered w/c 8th June. Still no correspondence was received re delivery so I contacted again and was promised delivery w/c 15th June. I have heard nothing therefore assume this will not be happening this week. I have checked numerous times since 13th April and the website stated on each occasion there is stock available! Phoned today and couldn’t get through to customer services and also chat line was down. What is happening with my order? This was paid for on 13th April! Not impressed at all. Maybe putting my experience on trust pilot will get some focus. If you can’t fulfil the order let me know and refund me!

Based on your response I have emailed you the information requested and await your reply.

4th July 2026 - I have updated the review as I took delivery of the cabinet last week. The quality of the furniture is very good and I am delighted with it. Paul eventually sorted out the delivery and I’m glad he did as I was so close to cancelling due to the number of times delivery was promised.

Will never buy from these guys again. Bought a rusty pig. After a couple of weeks rust falls off to reveal a resin base - so looks rubbish & no longer rusty. Complained and got pointed to a disclaimer on the website - "look we sell rubbish, we tell you it will be rubbish so don't complain even if you are disappointed. Its not a fault!"
Stay away...

26.06.26 UPDATE second delivery promised for 27/06/26 no contact so thought I’d confirm lo and behold the items are not instock and can’t be delivered so still left with no chairs! Asked for a full refund as not acceptable. Ordered x 6 garden chairs arranged delivery for the 30/05/26 waited in all afternoon nothing delivered/ no contact saying they wouldn’t be delivered.Contacted cox and cox via email and got no response… went on line and used the chat function was told they wouldn’t be delivered until the 2/07/26 over a month after they should be delivered (and needed for 2 kids party’s that we are having at home 🤬) and no alternative delivery dates… asked if the item was out of stock as is showing as immediate dispatch on website and question ignored now again chasing them via phone and sat listening to music for last 15 minutes trying to get through to someone then having the phone put down whilst on hold now onto the second phone call sat in the queue! Worst customer service ever!

First order from this company placed 24th May. Used live chat to check before placing order that next day delivery would be on Tuesday 26th and assured it would be. Order not delivered. Part of order (parasol) delivered the day after and still waiting for the base. Live chat has been unavailable, messages left with no response, email acknowledged but no follow up or solution, phone call promised to ring back but no call and next live chat left me no further forward on a delivery date. So frustrating and disappointing. Still waiting while website says in stock and available for immediate delivery!
After yet more unfilled promises, phone calls and chats, I have had a very prompt refund. Thank you

We ordered 3 stools that were listed as in stock and available for delivery. We paid for next day delivery and we are now £400 out of pocket, 4 days in and with no replies to our follow up email and delivery date.

We saw the negative reviews here but thought perhaps we'd be ok as the product was in stock. Lesson learned! We definitely won't be recommending due to the poor service