CousinsUK Anmeldelser 278

I have never in my life witnessed such bad, accusatory and actively aggressive customer service, than I have from CousinsUK. Sam Cousins is rude and defamatory and will never have a successful business if he continues to treat people as he is. How he can ask a customer to not return or make orders in the future, basically tell a customer they are not worth being nice to them because they don't order enough and send out of the blue threatening emails, because they are trying to return a faulty item, is beyond me. Avoid them.

This was for an order for my business, it does not have my name "Charleigh" on it. Otherwise you'd probably be sending more abuse and disgusting emails. I also really enjoy that your reply contained no apologies for how you made a customer feel, instead you are straight on the defensive with hint of 'I am right and you are wrong, *regardless*' (displayed by you putting your name in brackets, so that I know its you Sam). You lack empathy and a customer service tone. I think you should hire a specialist to talk to people like people, and not like something you look down upon. Revolting.

There isn't any review for an "A**** D***" below - are you now breaching GDPR?
I won't print screen shots of the conversation - I plainly wanted to come here and let everyone know how they will be treated if they order from you. I have only reviewed one business, yours, because I was utterly shocked.
That's the first time "apologise" has even crossed your mind, and it feels disingenuous.
You have called me a liar - I am not. This all happened. Regardless of your time stamps.
I am really glad you replied, now everyone can see your argumentative attitude and behaviour.

ALL FEEDBACK IS A GIFT SAM. YOU CAN CHOOSE TO DO WITH THAT GIFT WHAT YOU WILL. AND CLEARLY YOU CHOOSE TO BE ARGUMENTATIVE AND INFANTILE ABOUT IT. LEARN FROM THESE FEEDBACK OPPORTUNITIES AND YOU WILL GROW AS A PERSON.

I also want to make super clear that Sam replied to this review and has since DELETED all of his replies. Each of my above paragraphs have been in response to him. I guess he doesn't want anyone seeing his argumentative manor. Good luck if you use Cousins UK.

Oh dear, this makes me very sad…..My small business had good previous experience but this time….I don’t know what’s happening. I hope I can come back to change this review but today it’s a1*.
I ordered a little TM2 polisher. There were conflicting details on their website as to whether the polisher is 200w or 300w. So I wrote to clarify and Cousins confirm ed 300w. So I ordered one. It duly arrived and the box shows 300w but the unit says 200w. I’m well within the return windows but all Cousins are doing is referring it to their supplier who, guess what, say that the units are incorrectly labelled. There are 100 of these in stock so Cousins are perfectly happy to fob me off with a company in China which I have no purchase contract with. I’ve asked for a refund but all I’m getting is delaying and non preparededness to deal with a refund. They seriously expect me to believe that it’s simply wrong badging. I don’t believe a word of it. I only went to them for this because although the same thing (more powerful) is available on Amazon, I wanted to support a home company. Silly me.

Excellent customer service in this shop in Dudley west midlands.Tracey the lady who helped us choose the right furniture for us could not have been more helpful, i would definitely recommend this store.

Horrific customer service and very poor customer communication. When ordering you have zero control over when items ship, if they ship, and how you want to deal with items that become out of stock. Their response is basically, you get what you get, and that's it. They do not offer any other options. They "claim" it's due to how their system works, but in reality it takes them several days to even process an order. So I am not sure that is the case. When confronted they get angry. I had to go to my Credit Card company to seek a charge back on an order I wanted canceled when they refused. I won - so, my advice, do what you need to do if they offer you the same poor service. Use the protection of your bank card - or better, take your business elsewhere.

I placed an order on this site thinking I had found a serious trader. By typing the tracking number I discovered that my package had been delivered to Kobe in Japan... A bit far, I live in France! Unable to contact this seller by email obviously.

Very bad customer service. No any product support at all after purchase.
Very disappointed but not alone as I see others reviews.

If I could leave a minus rating for their customer service I would, DHL didn’t deliver my work bench on any of the 3 days they said delivery would be made (tools days of work which cost me) because DHL were not helping and couldn’t commit to a delivery I asked Cousins to help, their response was very slow and not helpful when I then asked for a refund they refused and said it’s DHLs problem not their even thou they are their chosen courier. Do not use this company even when you spend a large sum of money they still treat you like crap use Cookson instead

AVOID AT ALL COSTS
If I could give zero stars I would - shocking service, unhelpful 'customer service'. Provided item that was not fit for purpose
Will never use again

Ordered some silver chains, came quickly and all are beautiful. Customer service has been quick too when I've had a query. Will be using these more often 😊

Poor customer service. No acceptance that their product description is misleading. No opportunity on their website to ask questions about a product before purchase.

I would not recommend this company.

I purchased a cast iron universal clock weight which was described as having a 4mm hole. When it arrived it had no through hole to receive a hanging rod but was blind drilled and tapped each end. I didn’t complain but ordered a screwed hook and end at M4 to suit the hole size stated but when it arrived it didn’t fit. I then through trial and error found a bolt which fitted and it measured M5. So the weight was not through drilled at 4mm but had an M5 hole tapped at each end. This time I wrote to the director who deals with returns enquiries regarding the misleading description and his response stated that the item was described as having ‘approximate’ dimensions only. Clearly yes it is a cast iron casting and it’s length and dia could vary however to state it is drilled 4mm dia is clearly an error on their part if it’s a M5 tapping at each end. I feel this company and this director responsible for dealing with customer care issues is in denial of their responsibility and this is not the first time I have encountered such an attitude from this company.

I placed a somewhat sizable order with Cousins UK.
I knew ahead of time that I would be paying both VAT and transport fees, and I was okay with that, the price was still pretty good.

However, upon arrival, my rolling mill had a handle that didn't fit in the arm and two out of seven rollers that didn't fit in the mill.
After a few days of back and forth, including me making video proof of my claim, Cousins finally agreed to secure replacement parts for my rolling mill. This took them 19(!) days.

Upon finally securing the parts, I asked them to measure the rollers for the rolling mills to make sure these ones would fit as the non-fitting rollers were 0.15mm too wide. Cousins refused to measure the replacements, saying the manufacturer specified them as being the right parts. This seems like a ridiculous thing to refuse, but I could have lived with that if that was the only issue. But it was not.

I was informed that they would send the items to me but they had no intention of covering the transport fees that would once again occur once the replacement parts were shipped to me.
As the transport fees will most likely outweigh the cost of the rollers, I was not keen on this and suggested a partial refund instead. Cousins refused this.

I expressed my great displeasure with this service, and I was told that alternatively, I was welcome to send the rolling mill back to them at my own expense.

So basically, Cousins wanted me to pay to get replacement parts for defective parts THEY SOLD ME. Or they wanted me to pay to return a DEFECTIVE ITEM THEY SOLD ME.

Putting this in their terms of service doesn't make it any less of a horrible experience for me, and I can guarantee I will take my money elsewhere. I suggest everyone does the same.

Pity you can't minus the score .Beware of the quality of their budget range. I was more or less told you get what you pay for when I complained about a multi vice forming kit . They say " As previously mentioned, the item is fit for purpose, It simply has a few slight imperfections which is expected in a value, budget item " The bench block had deep pits which will transfer onto metal and not as described on their site . The bench peg is made from soft wood and snapped on first use . Cousins agreed for me to return the item but at my own cost . Also agreed to replace the bench peg but would send it with my next order, They say " All trade accounts are for regular use it is standard operating procedure to save costs (environmental & waste) to include the replacement automatically with your next order " So 3 weeks on and various messages this issue is still not resolved .

Consumer Act doesn't apply to them as they deem their business as Trade . They say "For clarification Cousins is a Business to Business (Not Consumer) Trade Wholesale Supplier "
My order did arrive quickly but their after Sales / Return policy is really poor .Having to log onto their web site to view email replies is also frustrating .

They know you are going to be charged not only vat but other taxes and still don't mention anything. Of course is also my responsibility but my educated guess is that they have more than one customer complaining about this and now they moved to the new ioss or whatever is called. Anyway you contact them to receive a: we can't do anything. I knew that but this days you are also expecting more, anyway there is no more. Useless customer service

Useless customer service, don't waste your time or money, becuase they will waste yours

On purpose there is no fully functional support service.
Waiting over 1 month for an item. No one to help.

So difficult to find out how to get in touch if you've got a query. It's four levels deep in the website. Seems like they don't really care judging by the other comments on here. I've order from them 4 times now and I haven't experienced any difficuties. Just don't go asking them any questions

I have ordered 9n their site and received the item after 3 months. Meanwhile site has no customer support and no way to contact them.

what a joke of a company. if i offered the same level of service to my clients i would be out of business which makes me surprised that they are still running.
my only advise is don't waist ya time on them and go else where.

I ordered and paid for a product which I never received, its not possible to contact Cousinsuk by email to get assistance and their phone line refuse to answer questions "Our telephone staff are not technically qualified to answer questions, enquiries or deal with returns."

Due to the amount of people here complaining about not receiving packages its likely that Cousinsuk is well aware that their shipping provider partnership is causing this but Cousinsuk have no interest in taking responsibility for customers actually getting what they order. Instead the remove all contact options after payment has arrived to avoid customer claims. I lost my money but if I can prevent anyone else from being scammed by Cousinsuk its a step forward. The authorities should investigate this company and withdraw their business licence.

Cousinsuk is fronting the "Buy with confidence"-mark that is provided from a traders union called "buywithconfidence". If you make a complaint at their website you can bring more attention to Cousinsuk´s poor reliability and business practice.

Update 2021-09-14: Cousinsuk replied below and confirmed that they offer their customers a shipping option from a selected partner that they dont take any responsibility for whether the goods arrive or not.

Its great and all that you(Cousinsuk) can show that you sent something, but for me as a customer it would be of higher interest to have the product actually arrive. Thanks for your attempt at good customer relations.