"Exceptional support following a delay"

Jenna from customer support contacted me on Christmas Day itself to arrange store credit to fix a delayed delivery issue. I had felt really disappointed because of the delay but, as it was Christmas Day, I explained it could wait until after the festive period. Jenna processed the credit anyway and was extremely helpful and full of warm wishes and kindness. Jenna couldn't have handled this any better and I really hope her exceptional work is acknowledged. Thank you Jenna! x

"Great service !"

Great service !

"DO NOT ORDER FROM THIS COMPANY IT IS A…"

DO NOT ORDER FROM THIS COMPANY IT IS A SCAM.
We placed an order on the 27th November and received an email to say it was out for delivery on the 3rd December. Each day we would get told that our delivery was delayed until it miraculously said it had been delivered when it clearly hadn’t - not left in a safe place or with a neighbour. After many many calls to cox and cox as well as emails, we still have no parcel and no refund. The customer service has been the worst I have ever come across - we even had one person hang up on us as they didn’t know what to do. So we are still here on the 24th December waiting for a refund for an order placed on the 27th November. Such a shame as they used to be a lovely company with lovely products but now it is clearly all a complete scam.

"Placed an order weeks ago from their…"

Placed an order weeks ago from their Christmas Wrapping shop. It's Christmas Eve eve and it still hasn't arrived. I asked for a refund given I have no use for the items given my presents are all wrapped and my request is being deliberately ignored. Instead I'm being offered delivery status updates.

"Horrendous!!!"

Ok…… so an update…… to be fair to them they did sort (half sort)! Received email confirming first item would be on route soon and have received. 2nd item also received although the quality isn’t great but feel it’s not even worth addressing with them! Received a total of no less than 35 automatic emails to confirm the third item has been cancelled due to discontinuation and would receive a refund for that part, still not received!!!! Nothing heard about 4th item which is an outdoor light up Christmas tree so still waiting, might get it in time for next Christmas but honestly not holding my breath!! Cox and Cox, please get your sh1t together!!

Horrendous!!!! Bought from cox a few years ago and was great. I believe they went into liquidation since and taken over (by cowboys!) which I’ve only just learned. I ordered Christmas lights and outdoor decs on 5th December and still
Not received! They took £299 out of my bank account and won’t respond to emails, phone number just rings out apart from once where I managed to speak to someone who said he couldn’t find my order number, said something about it being stuck in the system and he would call me back…… He didn’t!! Feels like I’ve been scammed.

"Delayed but a happy ending"

The lamp I ordered was unavailable but I was not informed. When a replacement was ordered I was not told about a QC fault and it would be delayed a further length of time. Fortunately with help and a goodwill gesture from Kevin I was able to order a lovely lamp that arrived very quickly. I would like to express my appreciation of the care and assistance I received from Kevin who turned a negative experience with the company to a positive one. Many thanks.

"What has happened to Cox and Cox"

This was once the go-to brand for high-quality, unique, and inspiring homewares, but it has lost its way entirely. The product range, which used to feel fresh and on trend now feels tired, uninspired, and outdated. It’s as if the company has been frozen in time, offering the same lackluster products year after year with no innovation or creativity.

The customer service experience is equally disappointing, leaving much to be desired. It’s hard not to question the authenticity of many glowing reviews online. It almost feels like the customer service team is incentivised by five-star reviews or that there’s some level of manipulation happening behind the scenes. Rather than focusing on generating positive (and possibly fabricated) feedback, perhaps the company could redirect that effort toward developing innovative and exciting products.

I don’t think I’ll be spending my money with this company anymore. I’ll probably revisit in 5 years time to see that same products, styled in the same way; maybe with a slightly different shade of grey.

"Excellent customer service and beautiful products"

I placed two orders during the Black Friday sale for Christmas decorations, and an additional last minute order for wrapping paper in the week before Christmas. Although there was a slight delay in shipping my order, it all arrived on time in the week before Christmas. I'm delighted with the quality of everything: the baubles are stunning, the faux peonies and dahlias make a real statement tucked into the tree, the snowberry garland is unique and looks beautiful nestled amongst the branches and the wrapping paper is luxurious. A special thank you to Baha for the quick reply to my email regarding a return I made. Excellent customer service! Highly recommend Cox and Cox.

"Terrible!!!"

Terrible!!!! I ordered a Christmas wreath on 6th December …& it still hasn’t arrived. I have emailed twice now and received an automated (no reply back) email saying my item will be delivered 6-10 days from ordering, which clearly isn’t happening. There is no customer service! I will never order from here again and will pursue this until I get my order/ money back.

"Non existent customer service "

I ordered some Christmas wrapping paper on the 2nd of December and was quoted estimated 3-5 day delivery time. By the end of the 5 working days I hadn’t heard anything and the order tracking said “awaiting pick” so I emailed them to ask if there was a delay. I had no response, I emailed 2 more times over the next 2 days requesting a refund as I was going away for Christmas on the 14th December and it wasn’t going to arrive in time. I eventually got an automatic response saying that they were very busy and all orders would be delivered between 7-10 working days and someone would get back to me within 2-3 days.

I never got a response from them and then randomly got an “out for delivery” on the 20th December, 18 days after I ordered.

I understand that Christmas is a busy time but the fact that I emailed 3 times and got no response is unacceptable. I now have paper delivered and I am not at home and away for Christmas, despite reaching out to them with plenty of time

I will never be using cox and cox again. Their products are lovely but their customer service is non existent and I have lost £70