CousinsUK Reviews 

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.

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 😊