"Lied about the origin of this product and have failed to remedy"

I asked for confirmation of the origin of a product, a mirror, before purchasing and was told everything from Cox and Cox was ethically sourced in the UK. I went ahead with the purchase on that basis, but when it arrived the packaging clearly stated its origin was China. I find it hard to imagine that a company purporting to only source products in an ethical manner from the UK could make such an error and I now assume it was a sales tactic and untrue. Furthermore Cox and Cox have since failed to collect the mirror and fully refund me, despite suggestions that they will do so very shortly, apologising and saying higher management will be dealing with this as a priority. At this point it seems that Cox and Cox are simply saying anything to secure sales for products that they are selling at a premium but presumably sourcing from anywhere at low cost. It is very disappointing.

By way of update, despite providing the requested information to Cox and Cox, mentioned in their response below, they have done nothing further, either to arrange collection of the item or refund. Communication appears to be via a bot rather than human and there is no obvious telephone number to speak to anyone. I strongly recommend avoiding this company. There appears to be no recourse when something goes wrong.

"Shockingly bad customer service"

Shockingly bad customer service. Returned an order and after 2 weeks of it having been delivered back to them I still had no refund. I have had to chase it up and was told a week ago my refund was being processed. One week later I had to chase it up again and guess what / refund had not been processed. Today I have eventually received my money back but as a first time customer I am disgusted at how customers are treated and I will never purchase again. Buyer please be aware of this company- they do not value their customers unfortunately.

"Rehmi was the most polite and helpful…"

Rehmi was the most polite and helpful person assisting me with returning a console table i had bought for Christmas and wasn't happy with. She gave me multiple options to move forward and it was a stress and hassle free experience. I will definitely be buying from Cox and Cox again, reassured from this experience that if its not right, the team are here to help. Thank you so much for everything you did for us Rehmi x

"Very helpful and courteous team"

Very helpful and courteous team. I had to redirect my delivery and they were very helpful - thanks Harris!

"Still waiting on a refund from order made in November "

Myself and my partner had ordered a big bulk of Christmas decorations. Many of which were broken. We have been trying to resolve a refund since they were returned in December 2024. Cox and Cox are difficult to get hold of and any time you speak to a new person they have no idea of what is going on in the case. My partner was in touch with a manager from the company trying to sort out our refund and what we had sent back but we haven’t heard back from them in a while. If you are reading this we are still waiting for 1 potted Christmas tree to be refunded. You can call my partner or myself Charlotte to try and resolve 07814670570.

"Honestly the worst experience I've ever…"

Honestly the worst experience I've ever had shopping online.

3 weeks after I ordered, I have no product.

I was bounced from their customer support to logistics who didn't respond once. They offered me a refund of shipping and a £10 voucher - but a week later, I still don't have my £200 order.

I've asked for a refund as no-one seems to know when my order will be with me.

"Horrendous customer service/ refusing refund as they’ve ‘misplaced’ my return in their own warehouse!! "

Horrendous customer service. Have been emailing a ‘Zie’ since December 2024 with regards to a refund for an item I sent back on 13/12/24 (over 2.5 months ago) with proof of tracking that shows Royal Mail delivered back to their warehouse and with photographic evidence and they are still refusing to give me a refund based on them having ‘not be able to find it’ and saying they will ‘be in touch with an update when they do’ but of course I’m never updated so I have had to spend my time chasing them numerous times to no avail.

It was well within the refunds t&cs time frame and they have no excuse to not be providing me my owed monies back other than their own incompetence.

Unapologetic and totally unacceptable.

I would strongly suggest this company is a total scam and would press that you avoid at all costs

"Excellent customer service"

After reading negative reviews, and my order was slightly delayed I started to worry.
However, Jose Lewis from customer service changed my view with his professional and friendly attitude. He helped out through the process of delivery and return, and I would not hesitate to shop again from Cox & Cox. Thanks Jose!

"Terrible customer service"

Terrible customer service. If you want to return the item which is nothing as it looks in pictures, they won’t respond to you. They would delay replying. So frustrating. Never again I will buy anything from this company. It’s a joke!

"Do not order from this company."

Do not order from this company.

If you are someone who feels that they may need to return an item, choose another company who will simply provide return details with no fuss. If you want to feel harrassed by constant offers of ‘options’ to choose other than a refund, threats that ‘if you don’t reply in 3 days the case is closed’ and repeated ‘chasing emails’ that give you no time to actually do the return, then continue with this company. I’ve bought so much from here but after experiencing what I have since asking for a refund, I will never buy from here again. Really shocked, I expected decent behaviour from this company but have seen the dark side!
I am sure that all of the positive reviews are not from people who have tried to return an item.