cousinsfurniture.co.uk

4.2 / 5

cousinsfurniture.co.uk

4.2 Great
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4.2 / 5

Trust Score

3.4

Reviews

5

Social

5

Featured

4.5

Technical

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  • We found several negative reviews about this site
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Reviews Analysis

40

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0

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Cousinsfurniture.co.uk Review

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Last update: Tue, Sep 7, 2021 1:58 AM

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Cousinsfurniture.co.uk Reviews & Complaints (40)

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delivery 3.6 /5

price

quality 4 /5

customer service 3.5 /5

on-time

The worst company I have ever dealt with. They send battered furniture, provide abysmal service and consider customers unreasonable! I waited 4 weeks to get my tall boy delivered, it arrived with huge cracks. I contacted customer services and they said they would replace it but it would take up to 4 weeks to get a new one and wanted to leave me with a hazard around small children. After getting nowhere with the poor service I made a complaint to the CEO - to which nobody higher than the same customer service rep responded! Nobody higher took any responsibility and they blatantly don’t care. The customer service rep ‘accidentally’ sent an email which was meant to be internal and the tone and language of what was said was abysmal. She tried recalling this email but it just so happens I opened it as it came through! It was then meant to be delivered today (8 weeks after ordering) after numerous emails and phone calls. I had to chase them after waiting around to be told that the warehouse systems had gone down and quote on quote ‘nobody would have contacted you if you hadn’t contacted us’ - no accountability! If you do purchase anything from this company, they are part of The Furniture Ombudsman which is now the route I’m having to go down. The stuff that these guys sell are also sold in other reputable wholesalers through the country. Read the small print, find the manufacturer and go on their website to find other stockists.
1

11 months ago

review by Ian Duerdin

Cousins is rubbish. Brought a sofa £3000 within 2 months, the chair broken in half when the, repair man came to fix it even he was shocked to see a cheap piece of wood hdi g the chair together. After a it 3 weeks chair broke again so I've requested a replacement still waiting for it 8 months later I'm still waiting. Cled the office again today and spoke to sophy in customer services who is quite frankly rude and patronising has no customer experience and talks over you when you are trying to speak. I am disabled and require a certain chair to help ease my limbs however I've not been able to enjoy my sofa. Im going to report them to roag traders and trading Standards DISCUSTING COMPANY DO NOT SPEND YOUR MONEY WITH THEM RHEY DON'T DESERVE IT
1

11 months ago

review by R. Q.

Don’t bother with this shower! Ordered a double bed end of July for when my dad comes out of hospital ( planned op next week), excuse after excuse and now order is cancelled because they were totally uninterested. Thanks Cousins now my dad hasn’t got a bed for when he gets home from his heart surgery, you bunch of cretins. Hope you feel smugly proud of yourselves.
1

11 months ago

review by W. T.

TERRIBLE SERVICE/ HORRIBLE. TERRIBLE SERVICE. HORRIBLE AFTERCARE. Was sold a marble table set £2500! 2 tables 12 chairs. Arrived late as per usual. Table arrived damaged, they sent an engineer to have a look. Then called me up to say they will give me £50 per table compensation! The cheek! I asked for a replacement. They said no! I asked for a refund, they said no! They want me to go to the furniture ombudsman..im going straight to court with these guys and involving the press! DO NOT BUY FROM COUSINS!!
1

11 months ago

review by Shane

Visited Cousins (Dudley) with my mother and sister. We were unhappy with information that was given to us about the delivery charge and a discount by Roger regarding a sofa my mother had purchased. A review was posted stating we were unhappy and we received an email straight away by Tom ( a Manager) who apologised for the misunderstanding and applied the discount. A good company is judged by how they handle their complaints and customer services. Tom resolved the situation immediately. This was resolved in less than 24 hours. Thank you Tom!!
5

11 months ago

review by Mrs Downer

Whilst we were initially grateful that cousins had offered to supply our Alan Ward order (Alan Ward has recently been taken over by Cousins) after several weeks of phone calls spanning months, and Cousins stating categorically that our order had been 'located' and assured that someone would be in touch to arrange dispatched soon, we got no where. Suddenly, our £1500 order went missing and would now take 14 weeks to be reordered (not the message I was given in the weekly phonecalls I was making in the months leading up to this news). Communication was difficult no one could seem to see why I felt I had been misled. We asked if we could have the show room sofas in place (identical to our order) and were told they 'were not prepared to let us have them'. We cancelled our order after weeks of stress.
1

11 months ago

review by U. X.

Unfortunately this company has gone down - having shopped over 20 years the most recent experience was completely disappointing. Bought an item and given a clear indication that a week or 2 weeks was achievable - no follow up until I called to be advised that delivery would be 2 months later. 4 days later still waiting an update...very disappointing. Once the saga is over I shall leave another review - I am hopeful that my grumpy attitude may resolve the scenario - I have said "Poor" instead of "Very Poor" because I have at least received a return phone call
2

11 months ago

review by K. T.

Had a marble table and chairs delivered. Table is badly scratched in several places and the delivery note says ‘item marked as imperfect’ on one of the chairs; opened the box and it’s covered in black marks. Independent inspector been out and confirmed items are faulty, but the company will not authorise a refund, replacement only. Will not provide a reason for not authorising it, or give me a timescale for replacement. Told me I can go to the Furniture Ombudsman which seems to be the norm for this company after reading the bad reviews.
1

1 year ago

review by Sharon

I brought two sofas too be delivered before Christmas and they were ready by 2nd week of December. Cousins kindly kept them till just before Christmas as I had just finished my extension. The sofas are of high standard and I am extremely pleased with my purchase. Money well spent.
5

1 year ago

review by Miss T.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I ordered an item which then stated 4 weeks delivery - however I needed it as a christmas gift and after contacting customer service they went out of the way to get the item to me. Could not have been more helpful. Thank you!
5

1 year ago

review by Mrs Rachel

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Excellent service arrived within 3 weeks of ordering .
5

1 year ago

review by Mrs Barbara

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Order had not arrived after 4 weeks, turns out the original order was not even processed. Would have thought a slight discount would have been on the cards, but no there wasnt even an apology.
3

1 year ago

review by O. O.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

First class product , purchased with guidance by Carl the sales person.
5

1 year ago

review by Mr Mp

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

I was not impressed when I had a problem with a recently bought Seely King-sized bed from you that after a few years had a sharp spring protrude from the mattress. This was obviously a manufacturing flaw as we are not a heavy couple.
It was outside of the 1 year and Seely has a 10 year warranty.
However, Seely wanted to discount their offer according to the number of years (their policy).
However when I bought this I was blandly told that there was a 10 year warranty, but no mention of the terms associated.
15 months ago I bought a Bosch dishwasher with a standard Bosch 2 year warranty. The circulation pump failed recently and Bosch came within 2 weeks, replaced the faulty part at no cost to me (a true warranty).
Had it been explained to me at the time of the purchase that the Seely warranty was limited in this way I would not have bought it. I don't consider that I am renting the bed (which is what it is if I use Seely's warranty offer).
I did complain to Seely, and they said I should speak to Cousins. I spoke to Cousins and they said speak to Seely.
I consider this to be very poor service support from Cousins, with whom I have bought many items in recent years and spent thousands.
I did bring this to the attention of Patrick Waldron, whom I have found to be very helpful, and who said he would raise it with Cousins management, from whom I have heard nothing.
I do hope that someone at Cousins can respond more positively and restore my opinion of Cousins service. If not...
Kind Regards
3

1 year ago

review by B. U.

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

We bought 2&3 seats leather sofa a few months ago , it's really nice and comfortable but quite expensive.
4

1 year ago

review by Miss Kareem

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

A frequent customer over the course of 25 years, I have never been let down by Cousins. Their representatives always go the extra mile as far as satisfying their clients are concerned and our recent large purchase was no exception. Thank you for a very smooth transaction.
5

1 year ago

review by Y. X.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

We can't give five starts because the original order delivery was wrong in two parts. This was tended to promptly and this week we received delivery of the correct parts, so we are happy.
3

1 year ago

review by Mr Mrs

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Great product, delivery guys fitted it in 2 minutes so set up charge was proportionally expensive
4

1 year ago

review by B. G.

#delivery(4/5) #price(4/5) #quality(4/5) #customer service(4/5) #on-time(4/5)

Cousins was fine carpet was fitted late 7pm by son of fitter who told me his dad had been taken ill, ripple in carpet, called fitter who has had heart bypass said would ask his son, no contact, paid for new carpet bar, one fitted scratched, fitter said he forgot to pick new one up, Would return to fit, no contact
3

1 year ago

review by Mrs Sabia

#delivery(3/5) #price(3/5) #quality(3/5) #customer service(3/5) #on-time(3/5)

Really good salesman - helpful but not pushy at all; clear process for ordering and suite ready 2/3 weeks earlier than we the outer timescale estimate. Best of all,quality of the product was great,plus deliver staff were fab!
5

1 year ago

review by D. C.

#delivery(5/5) #price(5/5) #quality(5/5) #customer service(5/5) #on-time(5/5)

Cousinsfurniture.co.uk Review

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