"Where’s my Refund? (Review 2of2)"

Having written a review titled, ‘Where’s my order’ outlining the many issues faced trying to locate our order, I was contacted by C&C.
They stated the item had not met their high standards and so had been sent back.
They apologised for fact I hadn’t been notified and also for the lack of response to the multiple emails and messages sent. Was also told that it was being escalated to ‘senior management’.
C&C offered to replace unit with a different item, which I agreed.
Told it would arrive between 12-4. It arrived 8.30pm in 2 boxes, which had black residue on them from where they’d been transported. Not ideal for a beige carpet.
When opened realised wasn’t the replacement unit that was ordered and was not suitable.
Gave up at this point and ordered from another retailer (Dunelm - better quality, 1/3 price, and came within a week)
Contacted c&c to ask for refund, explaining issues.
Said would refund as soon as item collected.
it’s been over a week since the item was collected and still no refund, or notification that it’s been processed.
Unsurprisingly I’ve also not heard back from anyone re the matter being escalated to a ‘senior manager’ either.
Very poor service from start to finish.

"Love my Bora Day Bed & Bistro SetRecently took delivery of our new Bora…"

Recently took delivery of our new Bora Day Bed and Bistro Set. Absolutely fantastic. Spoke to Zia to get the delivery date altered and service was first class. Delivered on time and packed very well. Absolutely love it now it’s all in the garden.

"Joe was a great"

Joe was a great, listened to our need and resolved it quickly. Would definitely recommend and will buy from again!

"The returns procedure is exhausting"

The returns procedure is exhausting. Don't buy from here unless you are sure you want to keep the item. The customer service do respond but the process is still very hard to navigate. Also the quality of the product I bought (which was expensive) was very poor and this is the reason I chose to send it back. I would avoid purchasing from this company.

"What's going on at Cox and Cox"

What's going on at Cox and Cox? I returned an item weeks ago and have evidence of receipt by them but since then silence. £90 down and I was contemplating another purchase. But not now.

"Cox & Cox great customer service"

Cox & Cox have been very helpful and patience with me regarding a query, Zie HAYAT was very understanding and quick to sort it out for me.
Highly recommended, I have purchased from them on quite a few occasions , great delivery and great products. Very Happy 😊 Thank you

"Obstructive Returns Process"

Dreadful service and returns process. They have adopted a policy which makes returns as difficult as possible, requiring you wait all day for a collection even when they are at fault, rather than issuing pre-paid courier label.

"Terrible customer service and returns…"

Terrible customer service and returns experience!

I ordered some cushions and decided the colour didn’t look right, so submitted the detailed return request via the Cox & Cox website, including photos of the items and packaging. After a few days I was emailed with an offer of a voucher for less than half of the total cost of my order. I turned this down and requested to instead return them for a full refund, and was told to ship to their address. I shipped them at my own cost with tracking, which confirmed the package arrived back with Cox & Cox within 48 hours. It’s now been over a week since they were delivered and I’ve heard nothing from Cox & Cox despite me sharing the delivery confirmation and chasing daily via email. I’m down £75 and my emails are being ignored.

A terrible, terrible, terrible customer service and returns experience and I would warn anyone from purchasing from this company.

"Excellent service from Kyle"

Excellent service from Kyle

"Great service "

A prompt, professional reply and service from Joe. Incredibly helpful. I would recommend to anyone. Joe was efficient in sorting out a return, refund and exchange and left me feeling confident in their customer service.