CousinsUK Anmeldelser 278

DREADFUL SERVICE!
This company does not have contact details, so if your parcel goes missing there is no way to get assistance!
My parcel has not been delivered, I have tried to request a refund and Cousins site just says it is too late to request this! There is no way to contact them by email nor phone! So I have now lost nearly £150.00!😡
WARNING TO OTHERS, STAY AWAY FROM THIS COMPANY!

Hello.
First of all, up to now I hadn't had any problems, but the category of a company is not measured when things go in its favour, but when difficulties come.
They have a somewhat short claims system because there is no direct contact email.
But worst of all is transferring to the client a problem that the client has not generated and over which they have no control.
My case is that on 11.18.2022 I ordered a book that costs almost 175 pounds with shipping.
According to the company it was dispatched the same day and taken to Royal Mail.
In the Royal Mail tracking it appears that they have not received it yet and are waiting.
I make a claim and the answer is that they have a claim against Royal Mail, but they take up to 90 days to respond, that is, the case can be extended until February.
Nobody knows where the package is, and the option offered to me is to redo the order and when it is resolved they give me a refund.
In other words, that I risk my money again, when they have already missed the delivery deadline and the merchandise is paid for.
A company with category or that wants to be, would first move heaven and earth to find out where the merchandise is. I would send another book and when the location was resolved I would claim it first, or if the customer has to re-order, I would refund them first, as it is not a customer's responsibility problem that either CousinsUK or Royal Mail do not do well his work.
Greetings.

I have been purchasing from cousins UK for many many years today I received a movement that is faulty they are not willing to accept the return or a replacement horrified is the only word I can say no contact number no resolution tried to accuse me of damaging it and the manufacturer and themselves will not take responsibility I did not damage it I have been mending watches for over 30 years and know exactly how to fit a movement the movement arrived faulty not working I advise you to be very careful when purchasing from them as they do not accept responsibility

BRUTLY HONEST REVIEW
I have worked in e-commerce retail for almost 10 years and I have never come across a website or company this bad. They are literally bad at everything, updating stock availability, prices, item descriptions and especially after sales support. Once they supposedly post your items, they was their hands with it. My shipment had got severely delayed and CousinsUK did not care or try to escalate. I WOULD HIGHLY SUGGEST AVOIDING THIS COMPANY, GO TO HMWALSH, COOKSONSGOLD OR EVEN ALIEXPRESS

My advice us do not buy from this company. Any company that doesn’t provide any contact details (they will only give you contact details if you’ve bought from us in the last year ) is not worth dealing with…also just check on all the negative reviews they have to date.

Thanks for your reply I am checking my records for when I contacted you.....in the meantime is this one of your policies ? (We will only give you contact details if you’ve bought from them in the last year )

Thanks for your reply…I don’t know where you got three years from, per for your website, (two minutes ago) this is the current message.
“Sorry, you do not have access to Cousins contact facilities.
Cousins contact facilities are reserved for customers who have placed orders within the last 12 months and have a trading history with us.”

I was a potential customer and hence the reason I was trying to contact yourselves…. only to find the message above, which is very off-putting.

I was sceptical about ordering from this company, and how I would be treated if something wasn't right, after reading the negative reviews on here. As it transpired, I did have a minor issue with one of the items I ordered (which was in no way Cousins UK's fault, it was a small manufacturing defect). However, my problem was dealt with professionally and promptly leaving me 100% satisfied. I can only surmise that the negative reviews here have been left by a small minority, who for one reason or another took issue with this company and have skewed the trustpilot ratings somewhat. Thus, as the saying goes “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time” (John Lydgate)

They offer a very wide range of products.
At the checkout they're extremely clear about their policy: CANNOT BE AMENDED OR CANCELLED.
No-one can claim the non-return policy comes as a surprise, they're a wholesale business who's kind enough to deliver personal orders.

They ship very rapid.
Just 3 days between ordering and delivery in the Netherlands.

I felt the need to leave my own review after seeing the reviews left by others.

I am a professional horologist based in the UK and have been using Cousins the entire time.

They provide a very prompt service and have a range rivalled by very few competitors. I have placed hundreds of orders with them and its rare that they don't get dispatched the same day, and I usually receive them when stated. When I don't its usually because I ordered too late or the postal service had problems.

Many of the complaints on here are about Cousins not providing technical advise. This is true and is something I've experienced. But the reality is they are a B2B company selling to the trade, and while the occasional technical advise is necessary even for professionals, if they opened the flood gates to the end user they would no doubt get bogged down in questions asked by inexperienced people who shouldn't be attempting to undertake the repair anyway.

Something else that appears to be a common complaint is the lack of returns and exchange. I think I can speak to that too. If I order something incorrectly, well, its my fault. Cousins makes it very clear they only sell to professionals and if you buy from them you're agreeing to that.

As far as faulty products go; there have been a couple of time I have had issues with items I've ordered (once sent the wrong item, though it was under the correct SKU, once sent an item that was rusty) both times they've sent out replacement products in my next order without any hassle.

Overall I think Cousins is a fantastic resource for the working horologist, and if you aren't a working horologist find a local one who can help you.

I was a little sceptical about ordering from Cousinsuk after reading the negative reviews but my experience is anything but negative. Ordered parts from extensive catalogue on Wednesday delivered on the Saturday, great comms, excellent packaging and correct parts supplied. Shall be using Cousinsuk as my go to supplier now. Thank you

Whilst their B2B returns policy can be slightly frustrating, I’ve realised that we would be stuck without them as they do have an encyclopaedic range of watch and jewellery supplies, which is unmatched anywhere else, certainly in the UK.

A few months ago I ordered a chinese watch movement from them to be used in a custom watch build for a customer. - all worked fine The customer later managed to snap the stem and asked for me to repair it - I thought that would be no problem as I know cousins advertises replacement stems for their movements. I ordered the stem they quote as being the replacement part for the JHLS33 movement and it arrived and didn't fit - the stem is a visibly and measurably different part from the original.
I explained this and provided picture evidence to their supoport service and was simply told that their stock of stems and movements match and that there is nothing more they can do - despite having sent me clearly an incorrect or mis-sold item! They told me they don't sell to untrained members of the public - yet I am not one of those - I am a casemaker selling to the public! Do trade customers not have any right to recieve goods as described! It seems so petty that they refuse to refund or replace a £3 error on their behalf whilst I need to complete a watch! Absolutely terrible service, just replying with the same response to each of my messages

ordered a watch movement and was sent a faulty one.
I contacted them and got there no returns policy and pointed out I may have broke it myself avoid these at all cost.Customer service rude buyer beware.
Last purchase i will make from them.

AWFUL!! what I ordered looks absolutely NOTHING like the photo or description and has beyond POOR workmanship! The description said “All coin mounts are made with a high quality workmanship in mind. Our coin mounts are very secure and designed with simplicity and elegance, so you can easily insert and remove coins from the mount yourself”

There was still polishing residue on it. Now I have to waste time getting a refund and look for high quality coin mounts.

Waste of £100!! I was weary to order the reviews and should’ve stuck to my gut. The only positive was the fast delivery, hallmarking, weight of the mount and the price

Don’t bother order from here

Horrific customer service, made as difficult as possible, have a telephone number on the invoice but message tells you there is no telephone service and cuts you off abruptly. (Try it yourself and see) there is no direct email to use to explain your problem. Their system is designed to be off putting to use and when they don’t want to solve issues they just simply cut off your ability to reply.
Sent me wrong stuff, ie their careless mistake, but made it as difficult as possible to try to rectify it.

Simply embarrassing. Had I seen the reviews here before I ordered I”d have run a mile from them, I respectfully recommend this course of action to anybody who expects to be treated with competence and respect.

Addendum.

I have now been treated to the stock ‘reply’ showing again the utter contempt these people have for customers.

They sent me the incorrect items, ie not what I ordered, in the end I told them to keep my money as they obviously needed it more that I.

There are many good online companies but these people represent the absolute worst of online buying.

Avoid them at all costs unless you want to be sitting here writing a similar review like me and many, many others.

Reading these reviews you’d think they was horrific but I haven’t had that service.
Two orders placed and two orders delivered quickly and at by far the cheapest I’ve ever seen.
5stars for me.

Great for delivery and cheap stock products. But HORRIBLE service, especially when re-arranging something. Do NOT pick them as your sole supplier.

...

Even in their reaction comments to feedback on trustpilot you can witness theire ZERO effort policy. They are merely using generic text without reacting tot he actual CRITICISM.

Received faulty item when opened case for replacement they totally rejected my point not just that they blamed me that I damaged the item. Avoid this website. Safe your money.

Exceptional Customer service from Beth and the management team.
I had a Breitling delivered to Cousins in error by the post office. Beth could not have been more helpful in resolving the matter and getting the watch sent to the correct address.

I have an enquiry for 100 plus watch buckles. Tried their phone number and email both stated we do not have access to their contact details. Impossible to speak to anyone, impossible to get hold of anyone- Cannot understand the mentality of a business that does not want new business.

Clearly from their reply they don't have a clue as we are a trade supplier. From their average reviews it seems like it is a general concensus they are not worth doing business with. - what an attitude!!

I wanted to place an order with Cousins who, understandably, obliged me first to open an account.

However, I have received no acknowledgement of doing so nor any means of contacting the company: they don't publish an email address, they don't answer their phone and they don't permit you to pass a message via the website unless - you guessed it - you've placed an order!
Consequently, two days later, I am still in limbo and intend, based on these reviews, to find an alternative supplier.
As another reviewer said, if we treated people like this, we'd be out of business. Let's hope Cousins are soon too.