CousinsUK Reviews 

Cousins UK have intentionally set themselves up as a Business to Business / wholesaler to circumvent the Consumer Protection legislation, i.e. no cooling off period of 14 days which means either a return is difficult and/or attracts a 15% restocking fee.
Their customer service is non-existant, so don't expect any help....if you can communicate with them, NO phone number, or email address to contact them. Even trade customers have issues with orders and will need to contact this outfit, but don't expect any help or assistance because you won't get any, not in my own anecdotal experience.
Knowing that most of their customers are retail joe public customers Cousing UK hide behind their Business to Business status, and they have the gall to boast they've been awarded membership of the Buy with Confidence Scheme.
They're a joke company - avoid at all costs, especially if you're a retail customer expecting to have consumer protection rights.

Terrible company. No way of interacting with them to ask I can leave the delivery people a number.
Its a computer says no mentality.
I cannot believe that they dont get it. They need to be contactable for queries, and real time.
I will not be recommending them either in the UK or abroad.

Absolutely great company. They packed and shipped my order promptly. It was packed super well. Their products are the best out there, at the best prices. They have a lot of stock. The shipping was fast. Zero complaints. The people on here complaining really seem to miss the point. The company is clear about their purpose and their policies. Buyers have a responsibility to understand their side of the transaction. “No returns” means no returns. That policy is for items that can be compromised. It’s there to protect you and your clients from defects, as well as to protect you from inflated prices relating to losses from compensating for accepting unsellable returns. If you’re unsure, because of some reviews, imo, don’t worry. Buy with confidence.

sadley would not accept my card info and no other way to pay, make transaction the whole process took well over 50 mins and still i've not been able to purchase the item I want and need.

Once again cousins uk can only be highly recommended order was dispatched immediately and arrived immediately very well packed as usual, never had one single issue with cousins uk 5 stars first class service all the way

People are very quick to make negative comments but not so quick to comment when things go well. A small item was missing from my order. I contacted Cousins through their website and they would send a replacement with my next order. I made them aware that I needed the item ASAP and it was delivered to me well within 24 hours.
Great service, when compared with other companies I have dealt with, and Cousins are my first choice when looking for watch parts and consumables.
Thanks for the fast response, it is greatly appreciated.

THey sent me a package and it got stuck in customs, 80 pound package was going to cost me 125 euros. No help or response from cousins. Unless you want to deal with this kind of nonsense and you live outside of the UK, then dont bother buying anything from the land of idiot brexit.

I need a replacement mechanism. No phone number, no email address and no messaging option. Looks like I will be going elsewhere then!

This was my first time ordering, and I specifically chose the Burgeon eyeglass with a rubber gasket, hoping to avoid the cheaper coil-style version, which I’ve had issues with before. However, I received a product that looked exactly like the low-quality coil version I was trying to avoid. I raised a complaint, only to be told that what I received was indeed the Burgeon — despite the product image being misleading.

For an online retailer, accurate images are crucial, and in this case, the listing was clearly incorrect. To make matters worse, they’re now trying to charge a 15% restocking fee for a return caused by their poor product representation.

This has been one of the worst customer service experiences I’ve had. Misleading images, lack of accountability, and an unfair return policy — I won’t be shopping here again.

CousinsUK sold me a product with manufacturing defects and repeatedly denied my return requests, illegally insisting that only manufacturers are allowed to authorize returns. It was only after a chargeback that they changed their stance, but before doing so made sure to threaten retaliation against me. I strongly advise against making any large purchases here, and only sticking to tried and true basics for which no support is required. If you are a consumer (and not a business), I would take your business elsewhere. They are incredibly anti-consumer with highly ill-advised and questionable business practices.

I'd been having trouble finding a clock part and I found that CousinsUK had it. My order was processed and sent quickly. I'm pleased with the item and very satisfied with the standard of service.

Avoid at all costs, ordered a clasp weeks ago, it hasnt arrived now my account with them has blocked my password, I get a messagge saying there has been a security breach, so I have no way of rectifying or getting in contact with them, all emails are no reply

This company is impossible to get hold of. Someone recommended I use them for parts required. As soon as the box arrived I realised I had made an error size wise. Now I cannot do a return, haven't even taken them out of the box. It's virtually impossible to get a support ticket because every question you ask takes you to a help section. Admittedly my fault for not checking measurements but as these parts for cuckoo were smallest listed I incorrectly assumed they would be the parts for the small cuckoo clock. The other parts fine so it's a 50/50 issue..I'm now stuck with 2 items that I can't use & I haven't got the correct ones. And I'm unable to even get assistance.

Very quick delivery! All items well packed and protected. All good. I would use CousinUK again and would recommend to others.

All good. Shipped promptly. All as described.

Having attempted to contact Cousins last year to alert them to an issue regarding a possibly faulty batch of acrylic watch glasses, like many other people I had the frustrating experience of having to repeat my issue over and over again, even though I was not seeking either a return, or refund.

In consequence, I left a review on Trust Pilot that reflected this experience, at the same time stating that if you do not need aftersales service, they are a reliable company to deal with.

Sadly I have to report things have not improved regarding their treatment of customers, although the ability to make contact does seem slightly easier.

But having discovered more than a week after I placed an order recently that it had been cancelled with no notification to myself, causing a delay in a customer repair, the subsequent conversation with Cousins has been very disturbing.

Despite a promise to fully reinstate my account last year , this agreement was renaged upon, hence the cancelled order 'which I must have made in error'.

When I queried why the agreement was not adhered to, I was informed that the account would only be reinstated if I removed my negative review. At no time has this condition ever been stated before, neither by Cousins, nor any other company I have EVER dealt with.

Given the ramifcations of this request, I contacted Trading Standards to discuss this situation, especially since Cousins are proud to be 'Trading Standards Approved'.

I was advised that this amounted to 'commercial blackmail', and was not an acceptable business practice.

In response, I told Cousins I was not prepared to remove a fair and justified review following the advice I had been given, but that I would leave a positive review if my account was reinstated, reflecting the improvement I had seen when making contact via the website. I would NOT be mentioning the commercial blackmail threat, despite being fully justified in doing so.

Their reply was that in view of the 'threatening terminology' used in my response, my account would be closed.

Frankly I am at a loss to understand why discussing a Trading Standards Approved company's behaviour with Trading Standards should be judged as using 'threatening terminology', given I was merely seeking advice as to their reaction to the ultimatum Cousins had made, and presumably which Cousins felt was perfectly acceptable business practice. Sadly, although this was subsequently reported to Trading Standards, they seem to still have their 'Trading Standars Approved' status, which could be considered either disappointing, or shows how the 'status' of that approval means absolutely zero. Poor show Trading Standards , since this validates feedback blackmail, and encourages companies to ignore the standards set by companies you can trust.

So there you have it. If you trade with Cousins, be aware of what they consider acceptable business practice.

Their 'get out of jail free' card is that they are a business to business trade company, which means that if you find almost any fault with any product or service supplied by them, they will default to the position that this must be because you are a non-professional buyer, despite no evidence other than the amount of trade they receive from you. No other horological trade company either in the US or Europe that I have dealt with has ever used this 'customer is always wrong' default position, but that is what I have experienced with Cousins. Caveat Emptor.

Hi Sam,I hope you can give me a quick reply to the most frustrating experience I am having with you guys.

I ordered a clock pulley B013.00250, it was the wrong one…..my fault

I sent it back to you guys three weeks ago with a short letter skiing if you would supply the correct part. I also sent the broken part so that some helpful sole could match it up.
Didn’t receive answer so I sent an enquiry. Your ticket 32720. I received a generic reply from Beth that did not answer my question.
I sent another enquiry……. no reply.🙄
Like many others on here, I have spent goodness knows how long going around and around your, on the face of it, impressive website. As you must well know Sam, the frustration is that your customers are unable to ask a question. If you disagree with that then try it yourself.
Look, all I’m after is a replacement part or an email or telephone call that I can reply to if you do not understand what I am asking.
Your system obviously works for you, I understand that but all your punters with a query get is to get locked in a system from which there is no way out.
I have tried your reply options but your system cannot recognise your own part number so any queries just get rejected.
My number should you or Beth wish to get in touch is 07788443454. You have my emails address 👍
Ken Yates

Tried to buy compatible and correct vacuum pump oil. Had to firstly find out how to communicate with them..you can NOT phone, email them directly. You have to somehow find in their website a place to communicate...it's not easy to find..when you do get an answer to an honest question, you get a flippant, arrogant response saying
it's in their website pages.. but unless you know the exact wording which They have used, you can't find it easily at all.
When I eventually got a response from Cousins, there was no apology, no customer empathy, no anything...just arrogant attitude claiming he did not understand what the problem was.
So had to go to Arbe USA the machine manufacturer to clarify which replacement oil was correct for the vacuum machine.
It turns out that the product Cousins were selling (Bambi oil) is not compatible for the Arbe vacuum pump which Cousins sell.
Again no apology or anything helpful from Cousins just that they couldn't resource a correct viscosity oil, and I was left high and dry, they said to try and get a correct oil Online or from a hardware store...
Customer service useless.
Without Customers they have no business, was pointed out but no response given, let alone understood.
Trouble is they at the moment are a sole supplier to the UK for the USA vaccum machines. Market Monopoly rules so they seem to think....

Je modifie mon avis : j'ai acheté une pièce pour un calibre d'horlogerie (Seiko), j'ai reçu mon colis sans soucis, emballage impeccable et la pièce en question est impeccable.
Je retire une étoile pour l'impossibilité de vous joindre par mail, afin d'obtenir des informations complémentaires sur les produits (voir ci-dessous). Bref, expérience positive, merci.
is not possible to contact directly you by mail address. I need information about an item :
The item (DATE DISK GUARD SCREW
012.354) is no longer available to order in your site, because this item is no longer being produced by the manufacturer.
Could you please recommend me an other similar item compatible with the 4R36 calibre ?
Please can you answer me ?

Unfortunately I would advise you to avoid this scamming company who sell faulty items and won't pay for the return postage nor will they refund there selling faulty items avoid