"Customer service, Hayat, was terrific"

I made an order but it's arrival date was when we were not going to be home. I contacted cox & cox and my request to freeze my delivery for a future date was dealt with by Hayat. As promised, on our return, Hayat unfrozen my order and had it sent out ASAP. Correspondence was top notch. Hayat responded to every email and made me feel at ease that my order would not be delivered whilst we were away.

"I had a delayed order with no update or…"

I had a delayed order with no update or indication when it would be received. I sent a couple of emails but wasn't really getting anywhere until i was contacted by John Stewart (probably not his real name) who sincerley apologised, gave me an exact update on my order (and assured me he would follow it through to delivery) and offered me a gesture of goodwill for all the inconvenience. I was on the verge or cancelling my order and wouldn't have been in a rush to buy anything else however I understand things can go wrong and and more than satisfied with how Cox & Cox resolved the situation... a pity other well known retailers don't react in the same manner!

"Super efficient service"

Super efficient service

"Quick and friendly responses"

Quick and friendly responses

"Absolute Professionalism!"

Despite an initial shaky experience of a product damaged ,through delivery ,and a set back with non communication Cox and Cox redeemed themselves all thanks to a Senior Customer Service Operative (Fatima Lucy)who resolved the problem quickly, efficiently, in a friendly approachable manner and with absolute professionalism! I am yet to receive the undamaged replacement product but thanks to Fatima , I believe I can rest assured and my faith will be restored in the Cox & Cox retail experience!

"Excellent Jose"

Excellent Jose

"Unable to place an order"

Nice website, unfortunately despite trying several times on different days, I have been unable to place an order for Xmas decorations. Whenever you click on payment, you just get the spinning wheel of death and no order is actually processed.

"Good communication"

Good communication from customer services.
Ordered dining chairs, easy to assemble and happy with product.

"Poor Process "

I created an order on the 26th of August for two chairs. Since then I have been told they were cancelled, then asked to make a new order before being told they were being made but won’t come till the 2025 which wasn’t stated on the website. I have now been given an update that the order will be delivered next week. However, a day later the team on the phone said there is further delays and there is no date for deliver whatsoever. The customer service teams are giving me mixed updates and the changes in status make me believe the order will probably not arrive. It has now been 11 weeks and I still have no update on when this order will be received on my end.

"Unhappy with service & seemingly no stock!"

Have lost faith in Cox & Cox as a company as a result of my recent experience. I pre-ordered an item in September that was due 'Early October' at the time. I have since spoken with the company almost weekly and have been given a different delivery date each time, they're now saying the item is due at the end of November. I contacted them today and asked for a refund as I'm not willing to wait any longer and was told 'the item will be in stock soon', ignoring my refund request. I've followed up with a phone call making it clear I'd like to be refunded and have been told I now have to wait 48 hours for the 'cancellation team' to approve my refund. Although the person I spoke to on the phone was pleasant, this is poor and frustrating customer service and has left me with a bad impression of the company. I've requested cancellation for a second, separate order as a result of this experience and I will avoid ordering from Cox & Cox again in the future, as I don't believe they carry the stock they are advertising and they are difficult to communicate with.

EDIT 18/11 - After calling Cox & Cox again to chase my refund, it has now been processed. Jose Lewis in the Customer Experience team was very helpful and kind on the phone.