"Missing chairs and not responding"

Having had previous great experiences with Cox & Cox, we had no hesitation to order with them again. Sadly, this time around things were not so good. We ordered an outdoor table and chairs in August with expected delivery times being a deciding factor in our purchase. The table arrived in September and was incredibly poor quality and damaged, Now in late November our chairs have still not arrived. Communication was okay to start with but my email and calls are now not being answered. This is both disappointing and deeply worrying, especially in light of the other recent reviews I’ve now seen on here. Date shown is order date

"Great customer service from Ayesha"

I recently received a damage item of furniture from Cox and Cox which was very disappointing. However, their customer service team and Ayesha in particular were excellent. We agreed a satisfactory discount and I retained the furniture, which I originally intended on returning. Ayesha kept in touch and I was given clear updates and dates to expect resolution. I genuinely felt I was a valued customer - bit of rare thing these days. Because of this I will continue to shop at Cox and Cox.

"Continued silence and no resolution "

I shared this review on 4th October, was reached out to as a result, but it has now been 6+ weeks and I have heard nothing else and there has been no further resolution. :

'I have ordered furniture several times from Cox & Cox recently and have always been pleased with the ease of delivery and the quality of products. This time, my new sideboard arrived damaged, with a bad crack on the top. I emailed straight away with photos and was told I could have a £40 gift voucher - not monetary refund or replacement product. I paid almost £900 for the sideboard and so I of course didn’t think that was adequate. I went back to them and they then told me I could have £30 + a £10 gift voucher…so pretty much the same thing. I then called and was told that they could increase it to £70 refund and that it was a ‘win win’ because I got some money back. I personally don’t think receiving damaged furniture when you think you are ordering from a premium company is winning in any way, especially to not even receive 10% back as compensation. She then said she could increase it to £80 + free delivery on my next order (!) and that they ‘usually only give gift vouchers and have already offered over the usual threshold of refund’, which feels outrageous. To offer gift vouchers to spend more money with them when something goes wrong with your order. I have never written a negative trust pilot review before, but I really thought Cox & Cox were more customer focused than this and I have only had positive experiences in the past, so I feel really disappointed. The responses were quick, the sideboard is beautiful (but cracked) but I felt that I didn’t have a choice but to accept that offer, however stingy.'

"CAUTION"

The settee was delivered yesterday. So this issue is closed. At no point has Cox and Cox tried to make direct contact with us. The delivery team didn’t know how the settee was meant to go together and they had no instructions.

The settee looks lovely so the product is good. BUT THE EXPERIENCE OF DEALING WITH THE COMPANY IS NOT WORTH THE PURCHASE. THERE ARE PLENTY OF OTHER SETTEE SUPPLIERS THAT MIGHT ACTUALLY CARE ABOUT THE CUSTOMER EXOERIENCE.

Gregg

Thank you for your response. Let’s see how the delivery is handled on the 28th. If you are accommodating regarding time of the delivery and the firm is good then I will amend the one star review.

Given the circumstances I would have thought you would have contacted the customer direct rather than rely on simply responding on a public review site. I guess your public image counts FOR MORE than actually addressing obvious logistical issues and real customer experiences.

Beware DO NOT PLACE AN ORDER WITH THIS COMPANY.

Our order number 001851969 due 11th November is not scheduled for delivery. The order is for a £2,000 settee.

The company is refusing to reply to messages and won’t pick up the phone. NO RESPONSE ON THERE CHAT SERVICE EITHER.

Looks like the web site is still live and taking orders though.

BEWARE

Seems a public review wakes them up. Will keep you posted as to how they now deal with the issue

"Great customer service!"

Great customer service!
Unfortunately, when my order arrived it was damaged. However, within a few hours of emailing customer service, I had a reply from Jenna
(Customer Experience Advisor), and a new item was sent out immediately.

"Returned items as quality poor"

Returned items as quality poor. Have emailed and rang twice and promised refund. My return arrived back with them on 7th November, I paid £12 for full tracking. No refund as yet. Tried to offer a credit note which I declined. Still waiting for money to go back into bank. Never will I buy from them again.

"BAHA made it great"

BAHA made it great. She also got you an extra sale (not under pressure!) She responded to my return request almost immediately, was kind, helpful, understanding and problem solving. She represents the company so well.

"Great custom service "

An item arrived damaged and Baha was very helpful in coming to a resolution for this. Baha made the effort to call me to ensure I was happy with the outcome. Thank you for you great customer service

"Customer Service Review "

Customer service (James/John) was excellent. Worth calling them of you have any issues as emailing and online contact was one way. I didn't get a refund of my return cost as advised but he was very kind and swiftly arranged the refund I required. A keeper.

"Beware this company and most recent reviews"

I have been trying to purchase a media unit from their website since 16 Nov but am unable to place the order as I'm getting a message that 'Shipping quotes are not available for this order'. After sending 3 emails to customerqueries and calling 0330 333 2123 since Monday with no one answering, I'm convinced the company no longer trades and the most recent reviews on here aren't legitimate