Cox & Cox Reviews 

Expensive delivery cost and you also have to contact customer services if you want to return and they offer you a gift card instead, then eventually when they do accept the return you have to pay for the return yourself and provide them proof of return. Very bad, faffy online service for what is supposed to be a premium brand

I Incorrectly put the wrong adress down emailed and got a swift and prompt response top service thank you

I received excellent customer support from Baha, who provided prompt, courteous, helpful responses to my queries. Many thanks!

I have the most beautiful garden bench and I have to give Myrie at customer services 10 out of 10 for all of his help in organising this order for me . Excellent service

My experience with this company has been extremely disappointing.

I ordered the Tatum garden dining set costing £1,512.00 (incl £65 delivery charge) and waited for my delivery, only to discover there was a problem after I contacted the company to ask where my order was. At no point was I proactively informed that they were unable to fulfil my order because the remaining stock was unavailable.

Once I requested a refund, I was told my case had been referred to an "escalations team" as a request for a refund. I do not understand why I should have to request the return of my own money when the company has already confirmed it cannot supply the goods I paid for.

The escalations team left me a voicemail asking me to call back. I returned the call within 16 minutes and received no answer. I called again on two further occasions and, each time, the phone simply rang out with no response.

Despite multiple emails and repeated attempts to contact the company, I am still chasing the refund of £1,512.00 for an order they have admitted they cannot fulfil. I even gave them a final deadline to process my refund before taking the matter further, but received no response.

Customers should not have to spend their time chasing a refund for an order that the retailer was unable to complete. The lack of communication, poor customer service and failure to promptly return my money have made this an incredibly frustrating experience.

I will update this review if and when my refund is finally processed.

I am extremely disappointed with the outdoor dining set we purchased. Given the premium price, I expected a product built to last using high-quality materials. Instead, the tabletop has already started peeling, which is completely unacceptable for furniture specifically designed to be used outdoors.

The most frustrating part is that the set has spent less than three months outside in normal outdoor conditions before this defect appeared. An outdoor dining set should be able to withstand far more than a single season without the finish deteriorating. The fact that such an expensive product is made with materials that begin peeling so quickly raises serious questions about its quality and durability.

When I contacted Cox & Cox, I was simply told that the product was "out of warranty" and they refused to offer any assistance. Regardless of the warranty position, I would expect a company selling premium-priced outdoor furniture to stand behind its products when they fail so prematurely. Dismissing a clear quality issue without any goodwill or willingness to help is incredibly poor customer service.

This has been a very expensive mistake. The product has failed far sooner than any reasonable customer would expect, and the supplier's response has been equally disappointing. I would not recommend this company to anyone looking for quality outdoor furniture or reliable after-sales support.

Very disappointed by the quality and customer service

I purchased an Aurum Brass Full Length Mirror from Cox & Cox because of their reputation as a premium retailer. Unfortunately, my experience has been extremely disappointing.

When we finally unpacked the mirror during our renovation, the frame was damaged and the exposed material appeared to be a brittle composite beneath the metallic finish. This was completely different from what I expected from a product described and marketed as having a brass frame.

I fully appreciate that Cox & Cox has a reporting timeframe for transit damage. However, my complaint wasn’t simply about late notification—it was that I believed the product itself was not of the quality or construction I expected from a premium retailer.

Over several weeks I exchanged numerous emails, spoke with customer services and referred to the Consumer Rights Act. While they eventually acknowledged my concerns about quality, every review concluded there was insufficient evidence that the mirror was faulty when supplied, and no remedy was offered.

What disappointed me most wasn’t simply the outcome but the way the complaint was handled. I would have expected a premium retailer to investigate the product itself rather than relying primarily on delivery records and policy.

Based on this experience, I would think very carefully before purchasing higher-value items from Cox & Cox again.

Ordered a water fountain in April 25, arrived 31/5/25 - not installed until September. Cracks have now appeared and the small LED light has simply fallen off - item cost over £300.
After 4 phone calls and 2 emails I am still left waiting for a manager to call me back after 10 days !! You never know perhaps they will contact men now ?.......

Fahad was exceptionally helpful in managing a concern about my order and resolved this promptly. Thank you!

Fahad helped me correct my accidental over-order with no fuss or drama. Total pro. Appreciated

I found Myrie to be super helpful and solution-focussed when organising a replacement lamp. Communication was swift and constructive - thank you Myrie!

I ordered a bed from Cox & Cox which ended up not being suitable for the room we'd bought it for so I requested a return and refund. The process was deftly and professionally handled by Kyle in the Customer Experience team who was extremely proactive, responsive and efficient and ensured the item was picked up promptly. He was a delight to deal with, provided me with various options to consider and ultimately ensured the experience was seamless. Very impressive!

Kyle was super helpful I couldn’t put my discount code in and he solved my situation so it could be put in afterwards. I phoned twice to get it put on and both sales assistants couldn’t find my order - it may not have come up on the system. I phoned again bc didn’t want to forget got Kyle and the discount was sorted straight away.

Purchased a Ravenna lounge set in grey a few years ago, first impression was that the set was much smaller than it looked in the photos. The cushions are thin with covers made of a pretty unpleasant fabric. Despite covering when not in use and storing dry during the winter, this year we got the set out and the table and one of the chairs have fallen apart, the other chair and sofa won't make next year. They are made of cheap softwood, terrible quality for the £1500 paid. I think this company spends all the money on marketing and very little on product.

Whilst my item proved to be out of stock, I was offered lots of options to rectify

Fahad solved my problem immediately. Very friendly and professional. Thx

Bought the Bora Corner Set a year ago. Looked after it as instructed with breathable covers and even overwintered it indoors in cool room. But within months it was splitting, warping and discolouring, with horrible flaking PU coating. I have been emailing the company for weeks and been told that this is normal for wood weathering. It is far from it. I was told I should have used the wood care products on the site - products that are not suitable for applying over PU coating. Then I was told I should be doing a light sanding to small areas. But I would have to spend hours and hours sanding down the large slatted sofas and table as this is not a problem affecting just a small area - it's the whole set. And I would still have a discoloured, patchy, warped and split furniture set. I didn't pay over 2k to be doing this within a year of purchase. And the info on site when I purchased it certainly didn't suggest this would be needed - I would not have purchased it if so! I have previously bought good quality natural wood furniture elsewhere, that weathers well with minimal care. The Bora set is far from that. I have eventually been offered a credit note - but I don't want to purchase anything else from this company so am now going to the ombudsman. I have seen many similar reviews of Cox and Cox outdoor furniture so I am not alone in my experience. Don't buy - the images on the website are nothing like the set you will be left with, within a year. I can't leave images on Trustpilot but have posted them on other review sites, so see how bad these products are before you spend good money on them.

Update 23rd July
Rapid reply from Cox and Cox to my review - thank you. However, you have had several emails from me that you are no longer replying to. Given the details in my review of the poor quality of the Bora set, your inability to identify my order details from my emails must mean that you have had numerous complaints about the same issue. In fact, I have seen similar photographs showing your outdoor furniture splitting and flaking on other review sites and similar frustrations from others about the failure to address complaints satisfactorily about outdoor furniture that is not of the quality portrayed on your site. I did not post my poor review for some time to give you time to address my concerns, but was left with no satisfactory outcome hence resorting to Trustpilot.

Delivery at 5.40 AM … yes that’s 5.40AM. Then, having paid £35 for delivery, the guys told me that to bring the item into the house (ground floor bungalow) it would be an extra £35 …… Dreadful service. Cox & Cox have apologised but ‘service’ like that is unacceptable. Order: 002601520