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Original poster

Cox & Cox - the worst delivery time online?

17 replies

HipHipPuree · 17/02/2022 17:38

I ordered some wrapping paper and baubles from Cox & Cox's xmas sale on Jan 23rd, and got an email today - Feb 17th - to let me know that ONE item out of eight was finally heading my way. According to tracking, the rest was 'waiting to be picked' in the warehouse.

I called customer service number to see if any of the stuff was even in stock any more and after twenty minutes got a tired-sounding rep who assured me that it was still in the warehouse, but the pickers 'sent each item as they located them'. No wonder there's no free delivery. The reason for this delay, she said, was high volume of sales... and an annual stock take conducted right in the middle of the January sale.

This has really put me off Cox & Cox - nice nicknacks, but seriously, a month to arrive? Or have I just been unlucky?

OP posts:

dontcallmelen · 17/02/2022 17:43

I had the same issue a couple of months before Christmas, they said then it was due to a new warehouse location waited ages for the item
Plus delivery charges are exorbitant.

PositiveLife · 17/02/2022 17:44

Nope, it's been going on for months and months. They say it's partly due to a warehouse move but, despite having loads of people trying to ask about their orders, we're still promoting stuff like Xmas delivery and sales.

Most annoying part was when they were inundated and turned off their phone lines, telling everyone to email instead (even though people were saying they'd already emailed multiple times)

Original poster

HipHipPuree · 17/02/2022 17:46

Where is this warehouse? Arizona? And how big is it that pickers have to dispatch an item there and then, instead of hiking to the far reaches to find another?

OP posts:

Rantypanties · 17/02/2022 17:53

Yea I have to agree, their delivery has been shocking since the start of the pandemic. They did email quite early on in December to say they couldn’t guarantee Christmas delivery but it’s not really that different to ‘normal’ delivery. The cost of delivery and the timings has definitely put me off from ordering from them.

CollagenLady · 17/02/2022 17:54

They are beyond crap!

I had half a refund for a rug I bought and cannot get hold of anybody to complain about it.

I've given up...

Won't be using them again.

dontcallmelen · 17/02/2022 18:19

@PositiveLife

Most annoying part was when they were inundated and turned off their phone lines, telling everyone to email instead (even though people were saying they'd already emailed multiple times)

I emailed them querying why they were still promoting a sale when then couldn’t fulfil orders that were placed previously, never did get a response.

tsmainsqueeze · 17/02/2022 18:46

I recieved the final part of my order a few days ago, i ordered on 10th january , i was given a ridiculous excuse for the delay .
I love their products but i dont think i will use them again .
My sisters experience was the same and that was over 10 years ago .

Original poster

HipHipPuree · 17/02/2022 19:50

Has anyone opted for next day delivery? Does that mean 'next day from ordering', or 'next day from when we locate it in the warehouse'?

I've just had a courier notification that one (tiny) parcel is on its way. There's at least one more courier delivery to come. God knows much it's costing them to send out orders piecemeal like this, even with the cheapest delivery option at £5.95.

OP posts:

hopeishere · 17/02/2022 19:53

I look at stuff on their website and it's always "delivery August" or like months away! So I never order.

RedToothBrush · 17/02/2022 19:56

The one that got me was Asda. I ordered a pair of school shoes cos DS had managed to trash his current ones thinking they would come in 2 days on the Wednesday. Yeah I thought, no point trekking out just for those when they will be here in two days...

Then I realised it said a week on Wednesday.

Now, i can kind of get it taking a month with a company that doesn't have its own delivery drivers, but Asda? Seriously?

Needless to say I will not not be doing the same again and probably avoid using them again.

Reusername · 17/02/2022 20:01

I've been literally trying to order a set of shelves for two years - I kid you not. The first time I ordered was in early 2020 and Covid stopped delivery/stock. So that was cancelled. Then I tried again 2021 - not in stock. Then emailed me to say they were in but now gone up £100!!! Still I really wanted them but guess what, they now can't fulfil the delivery? I give up! What makes it worse is I have a voucher from 2020 to use as an apology for the last thing I order which was several months late.

Crepusculum · 17/02/2022 20:20

I gave up on Cox & Cox a couple of years ago - they’ve got delivery and customer service horribly wrong. Last time I bothered I waited weeks for item to be in stock and the waited in all day for delivery to just get a text at the end of the day telling me it was cancelled. I had to do all the chasing to find out why (broken in transit) and then be told it was out of stock again. Unfortunate but it was the attitude that got me and this wasn’t the first time I had delivery problems with them. It was a blessing really as I ended up buying a nicer item (very large mirror) for half the price somewhere else. Catalogue go straight in the recycling now so I’m not tempted to give them another go.

LBOCS2 · 17/02/2022 20:21

Yep, I received TODAY the wrapping paper I ordered in early January. I called them and asked them for a refund of my delivery fee, because I thought charging me £4.95 to send me something I could have walked to collect in the time it took them to deliver was a pisstake. They agreed and gave it back; but it's still ridiculous.

Having said that, I've now got 80m of very smart wrapping paper for about £20 😁

sunshineclouds24 · 17/02/2022 20:23

I ordered an artificial Christmas tree in September, it hadn't arrived by 25 Dec (I had guessed it wasn't coming so didnt chase). I had to contact them to get my money back and they have sent a discount voucher too. They said the Christmas stock arrived late and they didn't have enough storage space so hired another warehouse and then they couldn't get stuff out of it!

Pyri · 17/02/2022 20:26

If it’s Christmas baubles does it matter if you get them at the end of February…?

tinkletilt · 17/02/2022 20:41

About 5 years ago I ordered 2 shoe storage benches, a large and a small. I can’t remember the exact sequence, but we ended up with 1 large and 2 small. Contacted them and the extra cupboard was picked up, only to be re delivered a week or so later. We kept it, never charged, and it wasn’t cheap, currently on website for £295, but we tried to return it. I did order some Christmas decoration end of last year, came in dribs and drabs. Had a letter week apologising. I’m currently banned from ordering from them again, Dh really hates them for reasons…

dayswithaY · 17/02/2022 21:08

I waited six weeks for a bench, then I phoned them and said i didn't believe they were a real company, and they refunded my money almost instantly.

I then wrote a blistering review on Trust Pilot. I understand that they have had issues with deliveries, warehouses, whatever. But the key is - you update people on the progress of their order. You don't take any money until you are ready to dispatch. You don't leave customers hanging on with no money, no product and no communication.

They sent me a voucher with 35% off and a letter of apology explaining the reasons for the delay.

It could have been a voucher for free diamonds and I still wouldn't use it. They are the worst company I have ever dealt with, and they don't seem to know how to change that.

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