"Exceptional customer service"

Exceptional customer service

"Really prompt reaction and assistance…"

Really prompt reaction and assistance with queries. Seamless ordering and delivery and a great product too.

"Appalling Customer Service - but got there in the end!"

Purchased the Syros Garden Furniture set.
#Furniture delivered 25th February, missing a table and all furniture fixings
# Advised Customer Services (CS) and table delivered 27th February but, no fixings for the furniture
# Telephoned CS again 29th February and promised by them that the fixings would be sent out ‘next day delivery’ on 30th February
#1st March fixings still not received and I sent an online complaint
# 1st March, response received from Cox & Cox advising matter would be resolved immediately
# 3rd March, sent a reminder to them as I did not receive the promised follow up. Advised by CS that I would hear within 24hrs with resolution
#4th March 6PM, yet again no follow up from Cox & Cox and another broken promise from the CS Team

8 days after delivery, the furniture still remains in pieces on my patio and no fixings sent from Cox & Cox. This has been appalling customer service with broken promise after broken promise. The furniture is not fit for purpose and is unusable. I have now set a deadline for resolution or will pursue a refund either directly or through my credit card company.

Update 13th March 2025

Post multiple communications, order is now complete with all fixings being provided and some spares. Special mention to Julie, Customer Relationship Specialist who stepped in to sort everything out for me. I stand by my initial review relating to the customer experience but recognise Cox & Cox sorted everything out in the end and I am now happy.

"Unless you are happy to wait months and…"

Unless you are happy to wait months and months for things, plus find it near impossible to get hold of anyone from customer service.
Then the guy that organises delivery to be extremely rude and not a care in the world.
I would advise going somewhere else.
Also my £350 gold leaf canvas has cracks all over the frame.
Cheers

"Terrible customer service"

Terrible customer service. Ordered an item that never arrived. 4 months later still fighting for a refund.

"Care with Delivery Promises"

Paid for next day delivery, only to receive the goods 3 days later (albeit one was a Sunday).

Cox and Cox very apologetic, and genuinely so. Very kindly provided a voucher by way of apology and customer service was excellent. Good also high quality.

"Paint peeling off after 9 months!!!"

Bought a bistro set from cox & cox. Only 9 months later, paint is peeling off the table. Was told that they couldn’t replace as is outside of policy guidelines and system regulations, whatever that means. You’d think cox & cox would want to replace out of sheer brand reputation, but clearly not based on their actions.

Updated after i wrote the above - Cox and Cox reached out to me and after writing my initial review, swiftly replaced the table and chairs and were highly communicative. I'm giving 3 stars as i feel that, given where the brand positions itself in the market, this should have been the response from the start without needing to post a review. However, i alco acknowledge how swiftly they corrected this and, the proactivity in getting a solution. I think 3 stars is fair and reasonable as a result.

"Extremely poor quality product"

Extremely poor quality product. I waited almost two months for delivery without any communication. I emailed several times and had to wait ages for a reply. The item was described as "vintage," but the wood used was of such poor quality that it should have been scrapped. Cox and cox offered a voucher for part of the payment which won't cover any repairs needed. I don't have all the original packaging so I can't return the item. Out of pocket and left with a faulty item.

"Great customer service so far- Reeasa…"

Great customer service so far- Reeasa sorted out a payment problem for me super quick.

"Great communication from Baha and quick…"

Great communication from Baha and quick to reply to emails. Initial offer of a £15 voucher was underwhelming however they quickly offered to replace the item instead which was much better.