CousinsUK Reviews 

I have bought many things with Cousins, after my first experience with the customer service today, I shall not be buying anything else. I rang customer service to ask about placing an order. I was met with a woman on the phone (from the sales department) who said that she couldn't answer my question concering delivery times because she 'was not technical'. This was the answer I got to evey question I asked. When I asked what their returns policy was, I was told to go to the website which, having now read many of the reviews here, seems to be a go to line. I was quite bemused at the unwillingless to help a potential sale as I was actually ringing to clarify information that was not clear on the website.

They may be cheaper than other suppliers but I would rather pay a bit more safe in the knowledge that, if something goes wrong, there is a customer services team there ready and willing to help.

Sent an email to the customer service asking for help to select the parts that I needed. Got a fast email back telling me to check the website, everything is there. The person who sent the mail was a Cousin, so I guess one of the owners, customer service is rubbish if it was possible to give a -ve star I would.

Can't fault their speed in getting items dispatched, I regularly use them and delivery has always been next day. Best availability for spare parts in Europe, one star taken off for basically a non-existent return policy so buyers need to be careful of that.

I order from Cousins quite regularly and always get my items the next day.. its good for me because they always have the part or tool I need and they get here so quick.. Cant give anything but 5 star..

After few good orders worth over £500, I bought from Cousins UK a Punch stamping plier which supposed to come with 8 stamps of 3mm high letters. I’ve received 4 stamps of 1.5mm. I’ve tried to return the item but they said that they’ll speak with their supplier and send me the missing parts. I tried to explain them that missing parts is not the only problem as the punch letters are half the size they advertised and that I want to return the item. I didn’t receive any reply for more than 2 weeks!!! Finally after all waiting they send me a message explaining that their supplier changed the item format and basically... it is what it is! I tried to explain to them that their supplier it’s not my problem as I ordered from Cousins UK an item based on their own description! They admitted the listing error and said if I’m not happy I can return the item on my expense! 😂 I’m so nervous I’m laughing! I ended up keeping the item and recommended them some customer service courses! So... they’ll always be happy to take your money, but don’t expect an easy return if needed!

I contacted Cousins while searching for a specific watch movement. They asked me for lots of information, and requested lots of pictures, all of which I took and sent. Then they replied saying 'please contact your local watch professional for advice'. What an absolute waste of time.

Package shown by UPS as delivered, but I've received nothing. Raised with Cousins, but they've closed my claim as UPS shows the package as delivered (even though I've received nothing). No human support. Awful.

Got my parcel within 2 days all the way to SWEDEN! Fast dispatch and and everything was include. Products were SUPER oily in their packages, like the machine in china was broken or something. Make sure you know what you're looking for couse they are jacking up the price on alot of cheap chinese products.

Placed order at 15:37 yesterday, and it arrived in the post this morning. The communication was very efficient, the price was fantastic, and the service unrivalled. I had to write this review, due to the negative stuff I've seen. My experience has been great and would not hesitate to recommend and buy from this company again.

Shipment tracking shows the package delivered but missing. I don't have any support, bad company

Ordered some clock parts on Tuesday, which arrived as promised 2 days later. Parts were well packaged and protected. The quality was excellent, and the prices were fantastic.

I thought I would write my experiences here.

I have ordered from Cousins at least a dozen times over the last 20 years and have never had any problems. The last order in the middle of the covid epidemic arrived within 36 hours, perfectly packed and exactly what I ordered. Naturally, many who write reviews will be motivated to do so because they have some kind of a grievance, so I thought I'd add my review as one of the silent majority of happy customers before anyone gets spooked by reading the reviews (as I certainly would have done had I not used had personal experience of using them before).

This was my first order from Cousins UK. I wanted some basic watch buckles and bars, and quite a few bits and bobs for jewellery making.

As always (sigh) I didn't read the reviews before I ordered. The site was easy to navigate and I found what I wanted without problem.

I ordered at lunchtime Tuesday and the package arrived on the Thursday.

Inside the well-sealed sturdy outer carton were my items well protected with poly beads. Each item was in its own, labelled, poly bag and the smaller items had been placed in small cardboard boxes - one containing the watch items, the other the jewellery items. A really nice and helpful touch.

The items were all present and correct. The quality seems fine (I'm no expert) and the prices extremely low.

I'm absolutely delighted with this first order. I see that most reviews on here are hugely negative but I can only report my experience. I didn't need to return anything nor contact the company so I offer no opinion on those aspects.

Ordered lot of items and one tiny item that costs £3 (millgrain wheel) did not arrive. When contacted customer services, was told that everything was shipped and CCTV screenshot of someone scanning(not packaging) item was used as a proof.

No attempt was made to fix the situation. The return policy is even worse. if you order something and return in the intact condition in the original packaging, you have to pay 15% of the item cost or £15 whichever is greater. Total ripoff. Customer service is not helpful.

If you buy something from them- make sure you unbox it in front of a camera so you can prove when things are missing. Otherwise, the video of someone scanning an item is used as a proof of shipment... As if things can not go wrong after scanning. They would be better of videoing them packaging items, at least that would be much fairer.

Awful really, no returns and no way to speak to a real person. A total brick wall when you need info advise or to talk to a human being ! It’s like trying to infiltrate the mi5. I’m not keen to return I buy off another supplier who I can call and speak too. My package damaged and no refund, I’m a small business and need to turn money over to keep afloat during covid-19 crisis, this has damaged my credibility with my customers who were waiting on me repairing their watches, no parts no repair service, I’m out of pocket and still no goods ordered,Disgusting way to treat people,Instead buy elsewhere what a shambles I have been faced with... bosses of cousins shame on you!

Ordered a bezel for my 100 year old barometer. No problem with the bezel but it was a few mm to big so wanted to return it. I had all the original packing but when I tried to return it I found to my surprise "THIS SPECIFIC ITEM IS NON RETURNABLE"
Cousins UK did not make this policy clear when I ordered.

I do not recommend this firm and will not be using it in future.

Remember before the internet, when a family business was helpful and prided itself on good customer service?
No. Neither do I.

Have to wait 3 months for a refund because their postal service gave the parcel to a third party. I paid to have a parcel delivered within nine days and now I must wait for three months to try coax my own money back out of this company. That is pathetic service. Judging by all the reviews here, they wont be in business much longer.

Really bad company. They sell cheap Chinese made rubbish that is not fit for purpose, and then don't accept returns. I have placed about 5 orders with them for various bits (tools and parts), and found about 20% of items i have received from them have been either damaged or very poorly manufactured.. I've lost about £50 with them which i'll never get back, so needless to say they wont be getting any more of my money...

I ordered many times on the site parts. They already screwed up in the past. But this time it's too much.
I ordered two parts for a total value of 18 pounds, but cousins uk did a calculation mistake and and came to a total of 160 pounds.
Because of this mistake I had to pay 40 pounds import duties.

Don't order there, it's not worth your time.