"Faulty product and terrible customer service "

I bought some Christmas lights on 2nd December. I ordered them with next day delivery and they arrived on 4th December. Plugged them in and they worked. Put them on a very large Christmas tree and they didn’t work. Called customer service and was told to record a video of the lights not working. I did this straight away. Received no response today. Called customer service and they said that collection of the faulty item could be the 11th/13th December, well into next week. I was also told that replacement lights could take up to five working days despite having paid for next day delivery for my initial order.

In the end, I called back and requested a refund. I was told that the refund will be issued 7-10 days after the faulty item has been collected. Remains to be seen if that will even happen.

Shocking customer service system and would not order from this company again.

"No item, no news"

I have ordered a Christmas tree for the hall - clearly I want it for the festive season. Paid for next day delivery - but it hasn’t arrived - although the delivery note says it has ( a few small decorations have).
I have emailed, called and now raised a ticket , all with no response. Onto wd5 of a next day delivery.
The silence is intensely frustrating and frankly not good enough for a modern company

"Seriously. Read the negative reviews "

Seriously. I cannot stress enough. Read the negative reviews. It will give the only true insight to this rotten company. You will not receive what you pay for. You will spend weeks on social media phoning emailing. You will get nowhere. You will spend hours chasing a refund and being lied to day in day out
Cox & Cox went bankrupt years ago and taken over by a crooked company. And things are worse now than before.



🔴🔴🔴UPDATE🔴🔴🔴

Yeah. Very lame attempt at damage control. You and I both know. Jack SH❗️T will happen.

You are appalling.

"Horrific experience"

Horrific experience! After not hearing from Cox & Cox at all for 9.5 weeks, I had to chase for a clear delivery date. They could not give me any estimates and randomly notified me it's coming. Fine. We got excited. Then the delivery guys showed up and did not put the sofa or chair in the rooms and left without delivering the full order. Nobody has replied to us since.

"Awful company "

If I could give no stars I would. Placed an order on the 23rd November. Payment has been taken from my account, delivery information says should be in contact 3-4 days after order. No contact, have sent an email NO RESPONSE tried to speak to someone through their chat facility NO RESPONSE. Opened a ticket query still NO RESPONSE. Awful company my advice do not order anything.

"Great service - thank you "

Great service! I made a mistake with the delivery address, but the driver, Renado was incredibly understanding and went above and beyond to help sort it out. Despite the mix-up, they stayed positive, professional, and friendly throughout. I’m so grateful for their exceptional service—thank you.

"Having been very disappointed that the…"

Having been very disappointed that the pre lit olive tree I had bought last year was faulty after only a 2 week use over the Christmas period in ‘23. I went into the online chat and uploaded a video of the faulty item only to be told it was outside of the 1 yr warranty and they could only offer a £50 voucher. As the tree cost £165 and was only used for 2 weeks I was not happy to accept this and asked for a call back from a manager on a certain date. I did not receive a call back so called again on 5/12 at spoke to Ammar who was very helpful and apologised for the inconvenience. Ammar took it upon himself to confirm that due to the inconvenience this has caused he would take the complaint to higher management to get a replacement sorted for me. He then called me back within 15 mins to confirm that a replacement would be sent out within 4/5 working days. Thank you to Ammar who has made my experience with Cox and Cox at whole lot easier and I will now consider using you again in the future

"Good Experience . "

I ordered a Christmas Tree, it was faulty . I emailed, and asked for a replacement. I was asked to take a video of the fault , which I was unable to do. This was apparently the procedure for faulty products. I challenged that this potentially decriminated against someone for whatever reason might not be able to do this. The customer advisor Jenna, completely understood and arranged a replacement and collection of the faulty product. She was always pleasant in her emails and just wanted to solve the issue as quick as possible. Thank you Jenna.

"I placed my order 11 days ago and the…"

I placed my order 11 days ago and the order is still showing as “awaiting pick” I have contacted their email contact twice with no response and I have also reached out to them twice on their online chat portal with no response.

"Very poor customer services"

So far I am having a very poor experience with Cox & Cox. I ordered a Christmas tree that on arrival is 'ok' but not great quality and certainly not worth what I paid for it. There were also no instructions with it and there were other items in the box that don't appear to belong to the tree - I don't know because there's no instructions. I decided to let all this go but when I assembled it I discovered only half the lights work, I thought I'd contact the company and ask their advice if it was faulty to request a replacement. I would have been happy to return the item or or get a replacement as these things happen sometimes - however the main reason for this bad review is because the customer service as has been almost non existent. I've emailed numerous times and had no response. The Live chat feature - no one replies. The phone number just rings and rings. I did finally get a reply via instagram from someone who was initially helpful but as soon as I said we wanted a replacement item they seem to have vanished again and I've had no response since. I am very disappointed as I had done lots of searching for a tree that I thought would be good quality. All I am asking for is a response and a conversation with customer services. I never write poor reviews normally but this has been unusually bad.