"Worst customer service ever!!"

I ordered & paid for a new rug 6 weeks ago & I am still waiting for an update on its delivery. Tracking status reads 'Awaiting pick'.
After repeatedly chasing the order and receiving several promises from Zainab in customer services that 'it will definitely arrive by the end of the week' or 'someone will ring you, I will NEVER order from Cox & Cox again.

"Fantastic service from Dara at Cox and…"

Fantastic service from Dara at Cox and Cox. I will definately be ordering from them again

"Outstanding customer service "

Jose Lewis gets the Customer Service award!! So kind and understanding and delivered well above expectations. Look after him please Cox and Cox!

"I purchased some baubles for my…"

I purchased some baubles for my Christmas tree and one was faulty.
I emailed the supplier.
They said unfortunately a replacement wasn't possible as they had sold out.

A gentleman named, Kevin emailed to say they would offer a credit note for £20 which was more than fair.

Kevin actually emailed me on Christmas Day!!

I purchased another item but l was struggling to use the credit note.l asked if someone could call me.

My phone rang and it was Kevin
and he advised me how to claim the credit note.

I emailed to thank him for his excellent service.

I will definitely order from Cox and Cox in future very impressed.

"Support given "

It would have been 5 however Unfortunately one of the items in my order arrived damaged. Baha worked through various options and offered a variety of things.
We came to an agreed solution.
Thanks for all your help and support Baha.

"We bought five olive green planters"

We bought five olive green planters. At a cost of around £400 in May. When we’ve brought them into the shed for winter we noticed all the paint was coming off. The planters now look tatty, covered in black marks. Really disappointed in the quality and not only that the resolution Cox & Cox offered.
£10 refund or £30 credit note.


Poor quality, poor customer service. Will stay well clear of using this company again.

"Poor quality and poor service "

I ordered five items. Two were expensive yet such poor quality I returned them. It took them over 21 days and several phone calls to refund for only one of them. I called three times and was told each time, that they couldn't loate the second item, which was sent the same time as the first one and by the same courier. When I provided proof of delivery that it had been returned to them on the same day as the first item, it took them a further 14 days to refund this item.

Another item never arrived at all. It was in stock when I placed the order but subsequently showed on their website as out of stock. They had made no attempt to inform me of this and offer a refund so again I had to follow it up with them. I was assured that the delivery team would contact me within a short period, this never happened. The wait times on the phone were over half an hour so I tried emails, which were ignored, and after five phone calls eventually I received a refund after a further lengthy delay (about six weeks in all!) but not before they tried to persuade me to take a credit note for a marginally higher amount.

It seems that the company want to hold on to your money as long as possible which is a concern. All in all I estimate I spent five/six hours sorting out their mess. The staff I dealt with were pleasant but ineffectual.

Reading other recent reviews it seems that Cox and Cox used to have a good reputation but they have bought out buy another company and the quality and level of service no longer applies.

I kept two of the items that I bought which are acceptable but not great. If I’d seen them in real life before purchase I wouldn’t have bought them.

I would not recommend them.

"Issue sorted quickly and efficiently by…"

Issue sorted quickly and efficiently by Jenna.

"The opposite of luxury!!!"

I cancelled an order because these imbeciles took a lifetime to send it, they tried every trick in the book to get me to not cancel, but eventually agreed. They then send the order anyway, and apologised and told me to refuse delivery. They refunded the money past the legal 14 day limit, and didn’t refund delivery charges of £5.95. I sent them an email asking them why, and they’ve said because the items couldn’t be delivered!!!!! They shouldn’t have been sent and you told me to refuse delivery!!!!!! Honestly, this company tries to portray themselves as luxury but they’re anything but. Please don’t give them your money. And I’ll be writing a complaint every single day until I’m refunded!! And to save you wasting time asking me for an order number and then doing sod all to actually help… 001948497.

"Excellent customer service"

Thank you Jenna for your excellent professionalism and top class levels of customer service. I really appreciate all the help she provided me with relating to a Christmas delivery.