CousinsUK Reviews 

Received a clasp for a metal watch strap and the clasp had not been assembled properly, it was in bits with the relevant bits loose in the packet. When I tried to do a 'return' I got this message -

"Unfortunately if we tried to send your item back to the manufacturer they would refuse to accept it stating these items are not supplied faulty and any damage must have been caused after sale.

As much as this puts us in a difficult position with our customers, this has to be our position as a trade wholesale supplier.

We are very sorry we could not be more helpful.

Kind regards

Cousins Management Team"

That is a brilliant way of supplying parts not fit for purpose and wriggling out of any responsibility

Don’t buy from Cousins.
If you need to return a faulty item they will not refund you and find every excuse under the sun to avoid a refund. On returning an item they claim packaging was damaged, parts were missing or scratched. We returned a not fit for purpose item as it didn’t work, all parts were returned and in the same condition as we received them but Cousins used all the above excuses not to refund us.
Don’t believe you don’t have consumer rights because it only sets up business/trade accounts, you still Have consumer rights.

Look at the reviews on this site, most have had negative experiences and wasted money. What other company gets that much negative feedback!?

All I can say is avoid buying here, there are other similar companies who offer better products and after sales, Cousins don’t do afters sales but are happy to take and keep your money when there is an issue. Don’t let them get away with it. Don’t shop here and if you are one of the unfortunate ones who have and lost money go to the Small Claims Court.

I purchased some dapping and swage blocks, a bench organiser and some other bits and bobs and I'm happy. The quality of the desk organiser is good and the dapping and swage blocks are also good quality. The packages came collectively in one and protected with more than enough packing peanuts so nothing was damaged when it arrived. All in all a good purchase after reading a fair amount of bad press about CousinsUK but I'm satisfied with what i've seen.

BE WARNED!

I have bought items from Cousins before and had no problems so beware because once you do have an issue they refuse to acknowledge there is a problem, put the blame solely you and refuse to send out a refund. There is no customer service and with businesses needing customer support during this time of Covid 19 they need to get their act together. I will never buy from them again. As others have said, there are other and better companies out there.

Any positive review you see here is the management posting themselves. Don’t believe it!!! STAY AWAY!!! Honestly the worst customer service I’ve ever encountered. Ordered a movement from them and out of the box the movement was not running at all! You can’t contact them via email or anything, and apparently they don’t have any returns for movements. If you read the other reviews this is not the first time it’s happened to people. Take your business anywhere else

They offer a large range of prices and the quality is every time present. The only difference between expensive and inexpensive products is the precision in finishes.

In one of my orders, I had received a damaged product in the transport and they just proposed to refund me the next day I ask.

When I ordered a second time the same product, it was packed inside 3 different packages to make sure it didn't get damaged again.

I highly recommend.

PS : One of my orders was shipped during the coronavirus crisis and it was delivered 1 day before the minimal estimation of delivery.

Managed next day delivery in the middle of a global pandemic, all items present and correct, can't say better than that. Will happily order again.

Don't know why all the negative reviews. Ordered quartz clock movement from them (Cousins Material House Ltd)
Received the item in good time and good order.
I see no problem with them.
Many thanks Cousins for supplying a hard to find item

Since my review of March 7, 2019 vanished into thin air without explanation, I repeat: I have been buying equipment and spare parts from CousinsUk for many years now; the service provided is simply impeccable, I have never received wrong or faulty goods, the website is exhaustive and simple to use despite my imperfect English.
I think such a high number of bad reviews are inexplicable, because they are in complete contrast to my experience.

Patrizio Gerbino
Italy

Cousins have served me well over the years, good products good prices and quick delivery. Cheers

Terrible company.. No way of getting in contact.. and terrible service. Never use as they just take your money.

I came across the CousinsUK website, and bookmarked it for a while. I would have ordered immediately, except for having to register an account before even being able to use it. I really didn't like their Terms and Conditions either, so left it.

I returned a month or so later, changed my mind, and registered. I was just about to hand over my card details to place my first order, when a little alarm went off in my head. "Trustpilot", it whispered.

So here I came to Trustpilot, and was horrified at what I read! Seventy-one percent of Poor and Bad reviews can't be wrong. What kind of business can achieve that? I've seen a better score from a totally fake, totally criminal Chinese scam merchant. Holy cow! Truly, we must be scraping the bottom of the barrel here.

Samuel Cousins, look what you've gone and done. Your karma has turned around and bitten you on the bum. Here's one customer you are never going to have. Yes, that's right, you've driven away a customer before them even placing their first order, the smell was that bad.

Hurrah for Trustpilot! This is what it is for.

Oh, and thanks to all those who left honest reviews about this shoddy outfit. You at least are doing a good service.

The worse company ever cc card never confirmed .
even tho the verification said ok . (UK site)
No email , no way to get though to customer service.
No way to close the account or delete it .
Read what the others say it all true ..
If they were the last company on the planet I would no use there site again. The Bank also said there site was bad.
And no way are they cheap.. get the original parts from the company of origin was cheaper with the shipping.

Very happy but was I just lucky?
Lots of bad reviews for people who had problems but I had none. Ordered Jumbo Java Case Opener and it arrived on time and worked really well. Thank you.

Great prices and you get everything you want. BUT if anything happens and you have a problem, you are screwed. Poor customer service, no email, no hotline for problems, there is much space to improve. My credit cards cant go through, used all my 3 email accounts and 3 different credit cards from several banks, still not working! no support or even a response.

@CousinsUK: why not finally improving your service a bit with a little cost???

Delivers faulty mainsprings! you can not get in touch with them or anything, just terrible. You are better off by buying your parts on eBay.

DO NOT ACCRPT COUSINS EXCUSES THAT BUSINESS TO BUSINESS TRANSACTIONS ARE NOT COVERED BY CONSUMER LAWS. THEY MIST CERTAINLY ARE
Bought several times from Cousins. An item delivered was faulty. I sent a message through the site on the same day as the item was received, and was told to send pictures or a video of the issue. Never have had to this before. Once I had sent the video, received reply that please send the item back and they would replace it.sent the item back and requested a refund, but instead told that the item would be returned to the manufacturer and I would have to wait for their reply.Originally told they would replace it but they changed their mind once they had the item. I pointed out that under current UK consumer laws, the contract was between myself and Cousins and I do not have to wait for the manufacturers reply.I was told that Consumer laws do not reply to Business to Business transactions. That is an absolute lie. Sale of Goods act covers business transactions in certain cases such as faulty goods and goods not fit for purpose. I PPI ted this out to Cousins but they did not want to admit that business buyers also have consumer rights. I heard nothing got few weeks energy after repeated messages. They simply replied with rude and arrogant messages. Finally late one evening I sent a message that unless so received the refund within the next few days, I would issue a small court claims and costs involved in recovering the money. Guess what, overnight they claim that the manufacturer had agreed to refund, just a few hours after I threatened legal action. They try and fob off customers with false references to consumer laws. Anyone who has an issue, write to them and if no suitable resolvement, then please take the matter to the small claims court. You have rights even as a business and do not need to be bullied or fobbed off by Cousins trying to implant terms and conditions which are unfair and illegal. The law is above their terms and conditions. WHEN I TRIErD TO BUY AGAIN, they simply refunded the money, as they were scared that I would hold them responsible for faulty or non receipt of goods. If you do receive faulty goods or movements, you have the right to a replacement or a refund. THAT IS THE LAW

Problem with this company finally resolved. I saved and copied all correspondence with this company and took it to my bank (Lloyds) who looked at it in detail and decided I had been badly treated. They refunded my money and took it back from Cousins. They urged all customers to do this, as many companies hope you'll just go away and give up.

The Cousin's UK website is the most pathetically illogical site to try and navigate. In the end I gave up and bought what I wanted on E bay. It is disgusting that Cousin's UK do not have contact details to submit a request or order. If Cousins UK do fold, I will not shed a tear, in fact I hope that they do fold. It will leave a space for someone who will do the work well.