"No customer service"

Such a shame, Cox and Cox have really changed. Ordered ribbon and wrapping paper three weeks ago. Emailed 3 times, phoned (lost count), no response from either. Eventually asked for Manager to call me back, nothing. They were always my go to at Christmas, never again!!

"Terrible customer service"

Terrible customer service. I ordered wrapping paper and ribbon on the 25th NOVEMBER and still NOT received it. I’ve emailed god knows how many times and done their “chat” but have had just ONE email back to say the order will be delivered in 7-10 days that was 10 days ago. Absolutely shocking service. I’ve had to buy paper elsewhere as I need to wrap the presents. I had the same problem with a rug last year. Like the lady below says - I should have learnt my lesson. I WILL NOT be ordering from them again. For a British company this is really not acceptable. And you can’t even leave a review on their website. AVOID!!

"Non existent customer service"

I ordered 2 identical christmas tree skirts and paid £8.50 for next day delivery. 3 days later one arrived. The delivery note stated that the order was for 2 and that the delivery was 1, no explanation or communication of any kind. I have been charged for 2. Have been trying to get hold of someone ever since. Customer service email says to allow 2 days for a response, 3 days ago. Its too late now so I'll just go for a refund ... if I ever manage to get hold of anyone!

"If I could give them zero stars I would"

If I could give them zero stars I would
Ordered Christmas related items on 5/12 and my order has still not been processed.

No one picked up the phone in customer services, no one answered the live chat and I haven’t had a respond to my email sent a week ago

"Awful"

I wrote a Trustpilot review 4 days ago regarding CoxandCox for an order I placed nearly two weeks ago.
No items or contact from them since the order was confirmed, despite emailing / calling. In fact the only response I did receive was in response to the Trust Pilot review, saying so sorry etc etc and to send more information, they would sort the issue out. Needless to say I sent the information straight away and heard nothing more from them.
It's truly disgusting they take payment and then absolutely nothing - literally ignore my request for what is happening or a refund.
Please think before using this company and don't be fooled by the 'fake'responses to bad reviews on Trust Pilot - it's clearly for show as no one has contacted.

"Dont ignore the reviews…I did"

Awful company to get hold of.

They dont answer the phone
They dont respond to emails
They dont respond to online forms.
They dont respond to their web chat.
They only seem to exist when they want your money.

I have been trying to return a faulty item for over week but they are teflon to get hold of.

Avoid at all costs. I have since had to raise a dispute with my credit card company to pull back the payment.

"Good Customer Service"

I had a great experience with customer experience advisor Jenna. They were really helpful and friendly, and they fixed my problem with a damaged lamp shade quickly. I really appreciated their help.

"Customer service has not been great"

Customer service has not been great, the communication has been terrible. I placed an order on the 23rd of November, I then had to email for an update on the 8th of December since I hadn’t received my order (my confirmation email stated 3-5 working days for delivery).

They respond by letting me know it’s been a busy period for them. I asked to cancel this order as it was for a Christmas tree and decoration. Also by this time I had order a new tree.

They then acknowledged my request to cancel the order but then decide to go ahead and send out the order anyway (this week! 3 weeks too late!).

Very disappointed and I wouldn’t not recommend them. The hassle with customer service is not worth it at all. I now can’t even get an email back or contact them via phone.

"Faulty products and painful customer service "

I purchased a metal tree and some LED tea lights. The tree arrived and the screw holes were not aligned properly, so it was impossible to assemble. The quality was also really poor. I contacted Cox and Cox via email, and then via Instagram when they didn’t reply. They eventually replied via email and the conversation was painful - they repeatedly ignored my requests for a refund and variously offered money off, exchanges, etc. eventually they agreed to a refund but I then had to wait over a week for them to collect it. They couldn’t give me a 4 hour slot until the night before, which was incredibly inconvenient. The tea lights never turned up, and the same conversation happened again - everything but a refund. I have purchased from them before and the quality was adequate, but I won’t ever shop with them again. Based on how slow things have been arranged, I imagine I’ll be waiting weeks for my refund!

"Poor communication"

I ordered from Cox and Cox on Monday 2nd December and saw that I would receive my delivery between 3-5 working days. I appreciate it is a busy period, but have tried calling and emailing for an update on my order and have not had a response. I was hoping to receive my decorations before this weekend, which is unlikely...