"Order number 001917849"

Order number 001917849 - Outstanding refund. Cox and Cox having promptly taking my payment for my order and I having returned my unwanted item promptly…. and despite Cox and Cox signing receipt of my returned item on 19 November some 8 weeks later and several emails and calls later I have yet to receive a refund. Despite Christmas period it should not take 8 weeks or more to process a refund.

"Good Customer Service "

On leaving this review, I was surprised to see the negative comments. I placed an order on 2 January and yes, I did have to chase up as despatch was delayed. However, Joe in the Customer Relations team was helpful and the lamp arrived on 14 January. Joe responded to my emails in a timely manner and I a pleased with the lamp and service received despite having to chase. I put this down to Christmas and New Year and the January sale when I guess they were busier than usual.

"Cox and Cox in name only now"

I have used Cox and Cox a lot over the years but not since they were bought by ‘Giomani Designs’ and customer service was moved to India.
I ordered a light up olive tree which is advertised as ‘providing a gentle botanical glow all year round’ which has just arrived and is quite clearly a cheap christmas decoration as it is covered in hideous thick fake snow (which is not mentioned in the advert).

I found a number for ‘customer service’ (if you can even call them that) with great difficulty online as they try and hide it; and surprise surprise, they are completely uninterested and unhelpful, the agent saying herself - yes this is a christmas decoration. They want me now to pay FIFTEEN POUNDS to return it?!!
If the advert was accurate and honest in the first place i would never have ordered this, saving everybody time and money. I am disgusted.
New owners (the Khurshid brothers) seemingly running it very badly.
It’s Cox and Cox in name only now - nothing like the company it used to be.

"order number 002026519"

Ref my order number 002026519. Order was placed on 6th January and looking at recent reviews I’ve decided not to leave it too long to action. I emailed on 11th January asking for guideline despatch/delivery info and received a reply just over 24 hours later saying someone would get back to me ‘soon’. Now the 15th & still have heard nothing back. Tracking status shows no movements since order placed on 6th. I have had good experiences previously so find this really disappointing. Emailed again on 14th asking for delivery update or full refund and am now waiting. I have put my order number on at the start of this review in the hope it will mean it can be looked at with no delays or requests for my contact details so fingers crossed…….

"Steer clear of this lot…"

The customer service for this company is awful!!! I ordered a lamp which arrived broken, rang and was told to send a photo to qualify for free return and have heard nothing since despite sending a chasing email. I put a comment on instagram and surprise surprise was asked to DM them. I refuse to do this but instead have asked for a response to my emails. It’s a sham!!! I will never use the company again!!!!

"Total lack of communication"

I ordered some candles on 4/1 but after taking my money and a confirmation email I have not heard anything from them.Ive tried reaching out to customer services but have had nothing back not even a holding email. Please speak to your customers. They are very valuable to you.

"Avoid"

Cannot get them to answer my emails, phone or chat. USB lamp came terribly packaged with no instructions. Asked for instructions but no reply. Lamp won’t stay on for more than an hour. Useless waste of money. Have asked for a refund but no-one will even reply. I will be going to trading standards for advice and will not buy from them again. Really disappointed.

"Out of pocket - daylight robbery"

Still haven't received my order which was made 2 months ago and no sign of a refund. Do NOT take the risk with this company. I've tried disputing via all channels and I'm simply left out of pocket. Terrible service from a terrible company. Very upsetting to be left out of pocket over Christmas.

"Customer Service non-existent "

UPDATE 03/02 - Still no response despite chasing over and over again. Given up on this company and will let legal teams handle this issue. Please avoid them.

Additional comment 22/01 - despite responding to my review saying that they will reach out to me shortly to resolve this issue, they still haven't. Don't be fooled by their response making it sound like they will help. They do not contact you.

A delivery from my order 001970394 arrived delivered to the wrong address, damaged, open and with the item inside missing. I have been waiting since the 6th December for this issue to be resolved and for this company to issue my money back but no one has provided any resolution to me since. The customer service team take weeks to respond and ask for the same details already provided. Thought this was a reputable company but sadly doesn't seem like the case. Shame as it was my first (and due to this issue, last) experience with them.

"It has now been 19 days since Cox&Cox…"

It has now been 19 days since Cox&Cox delivered a table top with no legs which has been lying in my dining room and because it is more than 120kg, I can’t move it. They kept my money and they refused to arrange for a collection service. Their “policy” they say, is to issue refunds once the goods are returned. But 1) the goods were never delivered to begin with: a table top with no legs is not a table; 2) they are the ones responsible for collection. Well, my policy is to leave bad reviews whenever irresponsible companies deliver the wrong product, refuse to collect it or to issue a refund. And I will continue to write bad reviews until Cox&Cox calls me with a solution to this problem, issue a refund and compensate me for the 19 days that I have not been able to walk into my dining room.