"Awful customer service "

Order has not arrived. No phone number to call. Online chat gets no reply. Emailed three times no reply.

"Waited 2 weeks for an order"

Waited 2 weeks for an order. Considering how quickly most companies now get purchases out to the customer, this has put me off ordering again from Cox and Cox.

I was also slightly alarmed to read their email stating that after placing an order, I would be contacted 3-4 days afterwards with a delivery date. Normally most companies would have shipped an order well before then. And also, it then goes on to the state ‘that’s assuming the product was in stock when order was placed’
If the product isn’t in stock then it should clearly state ‘out of stock’! Very bad form for a company to lead a customer to believe they are paying for an item that is in stock, when it isn’t, take their money and then hope for the best.

Very, very off putting and not something I’d risk again. Would expect this from Temu or Shein but not a company that charge the amount Cox and Cox do for products.

"First class customer service"

I had an issue with an order which was dealt with very quickly! Excellent customer service. A company which definitely puts customers first, very impressed and would highly recommend.

"We bought a mirror on one order and a…"

We bought a mirror on one order and a rug and floor lamp on a second order within a day of each other.
The mirror and rug were delivered but I only found out through tracking the delivery that we were not getting the floor lamp as it had become out of stock even though it said it was in stock and cox and cox took the money when we placed the order. We have sent multiple emails and have had no response about a refund.
Very unimpressed and may need to get my bank involved.

"Baha was incredibly helpful and…"

Baha was incredibly helpful and arranged a quick replacement for my faulty lights. The process was smooth, and communication was excellent throughout. Highly recommend their support!"

"Poor customer service "

Poor communication regarding an item damaged during delivery, it took 3 months to be refunded for the item. I was initially told that the item would be restocked a few weeks later for delivery, this went on for 3 months. I asked numerous times to be refunded and was ignored, when this was finally acknowledged they asked if I would purchase something else from them instead of being refunded. Eventually they refunded me 3 months later. Extremely disappointing and no gesture of goodwill from the company for the inconvenience caused and the fact the company held onto my money for so long.

"Photographs are edited so what you see is not what you get!! "

I always considered Cox & Cox to be a high end store given their catalogues and pricing however after placing my first ever order I was bitterly disappointed to find that the item that arrived didn’t quite match the images on the website. The brush tree garland will not stand unaided and the pictures failed to show the big plastic battery box that there is no way to hide. I emailed Cox & Cox who stated “Please note that the photographs on our website are edited for quality purposes”
So basically they edited the bulky battery box and wire out of the photographs.
I have requested a returns label via email as this is the only way to do this and they are refusing to provide one leaving me no choice but to instigate a chargeback with my bank.

Genuinely shocked by the poor quality and lack of customer care for a supposedly high end store.
I cannot recommend this company or its products.
Order number 001941261

"Really great experience with the…"

Really great experience with the customer service team. I had accidentally processed an order twice, and the lovely Hayat responded super quickly and helped with the cancellation and refund.

"Excellent customer service"

Jenna was very helpful with my purchase, providing excellent support and service. Thank you.

"Faulty goods are one thing...terrible customer service is another"

Ordered two sets of string pearl garlands to decorate a Christmas Tree and on arrival one packet had been opened and retaped rather shoddily. Clearly already a faulty return - how it ever left the warehouse is beyond me. The garland was atrocious - yellowing strings, discoloured beads, beads glued together, damaged pearls, spacing faults - the list goes on. Consequently I'm left with one packet of string pearls which is neither use nor ornament. Contacted customer service and requested a return and refund - which is continually ignored. Any replies I receive read like some kind of automated service where any replies sent haven't even been read. Finally a customer service rep did offer me a credit note for the one damaged garland - no mention of being out of pocket on delivery costs or what I'm supposed to do with the second set. What started out as a niggle - faults and errors do happen - has turned into a huge matter of principle. At least have the respect to answer my questions, read my replies and treat my loyalty to the company and brand in a decent way. Now frankly, I'm done.