"I love Cox&Cox shop"

I love Cox&Cox shop, but had issue with my order. Thank's Kevin for help to get it sorted without headache out. Christmas will be saved!

"Lights don’t work"

Lights don’t work

"Completely blanked by Cox & Cox"

Ordered some Christmas decorations on 1st of December, website advised 2-3 days for despatch. Five days later I have engaged with the online chat that advised response in 20 mins. A day later nothing.I raised a ticket. Nothing, not even an acknowledgment, no idea if this has even been lodged.

This is the first time I’ve used Cox & Cox and they have done all the worst things you can do in terms of poor communication and broken agreements to answer a simple query.

And most importantly I’ve no idea if or when I will receive my order…

My advice is if you need some Christmas decorations at short notice go out and buy them from a shop. You can’t rely on Cox & Cox

***update***

10/12/24 I have been ‘contacted by a concerned employee of Cox & Cox to resolve my order issues. I responded through Trust Pilot immediately and have not been contacted since. I rather suspect that C&C are posting replies to look like they are doing something as their rating has fallen from 4 to 3.9 in a few days . Incidentally the reply on this platform is the only one I have had despite my numerous e-mails, telephone calls and failed chat requests to the company its self.

11/12 no contact from C&C I tried webchat and calling. Where are you Taimoor???

12/12 not a sausage

13/12 finall, eight days after sending an e-mail to customer services I get a reply saying they are doing all they can to dispatch my Xmas decorations. They are currently pushing the items I have ordered on their website all marked as in stock for a lower price than I paid.

15/12 still no sign of delivery

16/2 things moving at last delivery tomorrow so it’s a fortnight for delivery, at least I will have some use of my Xmas items so I’m grateful for that.

Obviously the communication could have been better perhaps learning to set customer expectations would lessen the complaints?

Update 11/1/25

Okay, products arrived in time for Christmas which was the main objective. Olive tree was beautiful along with the lit table display. So I’m upgrading my review to reflect that. Had there just been a simple message to be more honest about delivery timeframes I would have added an extra star.

⭐⭐️⭐️⭐️⭐️ Product
⭐️. Customer service

"Dreadful customer service"

Dreadful customer service - no answer on the phone, no response to emails and very sporadic Facebook response.
Item not received after multiple promises. In the end I had to cancel through Klarna as had fortunately chosen that way to pay.
Avoid at all costs

"Order incomplete/ missing items"

Order incomplete/ missing items. Those sent did not come with all the parts so rendered useless. Good will gesture offered on the missing item if I kept the faulty ones! Nearly a month on from the order and it looks like 6 weeks for the collection and then will be 5-7 working days for refund. If the collection actually happens because the last date did not get collected. Really disappointed.

"Really quite sad about this :( "

Really quite sad about this :(

We ordered the Christmas miniature Santa town for our little boys to enjoy during the lead up to Christmas and it arrived completely smashed and not useable at all. For a £235 item there were no fragile stickers on the box or any bubble wrap so obviously this was going to happen!
I’ve since phoned and emailed every single day but absolutely nothings. And we’re now stuck with this massive Christmas scene that doesn’t work and nobody is helping us.
It looks like there’s a lot of other disappointed people here too which is a real shame, I hope we all start getting some answers as no one needs added stress around Christmas time.

"Does not deliver on time"

3 weeks since I placed my order and not one a single item has been delivered yet, despite website saying delivery within 3-5 days. Not even an email explaining the reason for the delay. What's the point if my Christmas decor arrives after Christmas? No one answers the customer care hotline either. Hope I can get a refund atleast if they don't send it within the next few days.

"Ordered a Christmas Tree"

Ordered a Christmas Tree - looks nothing like the photo and is not as good as £45 supermarket one.
Avoid at all costs.
Overpriced tatt

"My order hasn’t arrived"

My order hasn’t arrived. DHL tried to deliver my order to an address across the city. I have called Cox and Cox multiple times and had people say that they will look into it and call me back and they don’t. I have also emailed several times and received no reply. I have been told over the phone that my order is being prioritised but DHL updates remain the same each day (that it’s at the depot). Cox and Cox then told me (their customer) to contact DHL, which I have. DHL automated phone service says I cannot rearrange delivery. I’ve informed Cox and Cox of this and nothing has been done. I’m so upset as I needed my parcel urgently. No one is helping me. I have to wait 30 days for my credit card company to intervene. It’s so disappointing. The customer service at this company was once great but it’s truly awful now! I feel stuck!

"Excellent customer service from Jenna"

Excellent customer service from Jenna. Thank you.