CousinsUK Reviews 

We have used Cousins for many years and are very happy with their service. Every company gets IT glitches & carrier problems in the modern world. Don't measure glitches, but how they're handled. Tiny number of problems we've had have been swiftly, politely, even generously fixed. Things can always be improved, but we find them the best. We use them all the time, and we recommend them. Great firm.

The product did not perform the task it was said to be able to do on their website.
When I sent in photos and described the problem and asked for a refund I got refused because they said nobody else had complained.
I would want the company to check the quality of this product and apply accurate descriptions.

Beware of what you purchase from Cousins UK. You cannot return most items as they hide behind a "specialised item so we cannot accept returns" policy.

This is despite there being NO mention of an item being "special" on the product page. Any other website, B2B or otherwise will mention if an item is returnable or not.

The super special item that I wanted to return? A watch glass.

What can I say that hasn’t already been said by others here and on various watch forums - if only I’d seen before placing an order with these crooks.

My story goes - Placed an order with 48 hour delivery for a screwdriver I needed whilst back in the UK for a short period.

2 weeks later nothing had arrived so I messaged them (they refuse to issue a contact number or email address which immediately raised alarm bells…).

Rather than an apology they immediately and arrogantly tell me to read the T&Cs and basically it’s not their fault and I need to make a claim with Royal Mail….now I’m no expert but surely failure to deliver goods purchased online should sit with the retailer and not the customer?! Even if it doesn’t any decent retailer would look after their customer and do the right thing.

Royal Mail have told me they’ve never received a parcel from them so not their issue…..so I’m now out of pocket.

We’re talking about an £18 screwdriver here, small fry that they could have easily rectified for me but instead they choose to treat me with absolute contempt.

Without shadow of a doubt the worst company I’ve ever come across online - for what it’s worth I’ll pursue a refund with my CC company as no point arguing with clueless stupidity.

I really hope one day someone takes these con artists to task and teaches them a lesson.

REPLY TO BELOW
Sam - As you very well know that date has been and gone and I’ve spoken with Royal Mail who say I can’t put a claim in as they never received a parcel.

If only you put as much effort into keeping your customers happy as you did defending your arrogance you’d be in a much better situation don’t you think?!

Still no offer of a refund or a replacement!

YOU’VE BEEN WARNED EVERYONE.

As an independent jewellery designer, Cousins have been one of my go-to suppliers for years now. I've bought machinery costing thousands, to hundreds of small polishing bits costing pennies. Cousins have delivered every time. Their website is easy to navigate and I always receive what I order. Their returns policy is clear (if you make a mistake with ordering an item they won't take it back), so make sure you know what you're buying. Not difficult. As their target clientele is the makers' trade, and speaking from experience, buying something by mistake isn't a problem as there will always be a use for it down the line. Additionally, when I've received anything which has been defective through manufacture (only happened one or twice in the many years I've been using Cousins), they've refunded my money with no problem. Prices are very reasonable and for jewellery supplies, more often than not, are cheaper than their competitors.

Cousins are a specialist trade supplier so my advice for anybody that's not in the trade, speak to someone that is who can help you with ordering. It's very standard for trade suppliers to not be able to advise you on your purchase due to liability. Nothing new.

I've been using Cousins for years and will continue to do so for many years to come. Would give more than 5-stars if possible. Cheers Cousins!

I have had many deliveries from Cousins and every one of them has been faultless. All items in stock and fast delivery. I had a small problem with an escape wheel on one order which was sorted quickly and personally with excellent comms. I am a very happy repeat customer.

Had my first order with CousinsUK. Yes, the website isn't super friendly but it's functional and works. Please remember they are a parts wholesaler (business to business).
Be glad you can find watch parts that's almost impossible to get.
My order went without a hitch and shipping was surprisingly fast from UK to California. They packaged extremely well, double boxed with tons of foam peanuts in between. A pleasant surprise, so much better than Amazon packaging. Items are priced very reasonably and huge inventory of watch parts.
They have earned a loyal customer. Thank you, CousinsUK.

I've used cousins UK 4 times no for parts and equipment and I can't seem to fail them. They have a catalogue of parts and excellent equipment for sale. I've purchased both and have never had a problem with price or delivery. Recently I purchased a clutch wheel for my grandfathers watch a ST1686 movement, which they had in stock which was sent out, in great packaging and arrived within 2 days. A great watch parts company in the UK, I would highly recommend their parts library for anything you may be looking for.

Once again,package was delivered as ordered, at a great price, very quickly. Kudos to Cousinsuk.

Twice I've placed orders and waited, and waited, and nothing was delivered, only to find that the order was canceled by Cousins. The same thing happened the second time. Both times I had to call my bank to find that Cousons canceled the transactions. Not an email to say the order had been cancelled or why.

This whole sorry outfit is a scam! They cant be contacted and make such a show of their great service but in reality, theyre complete scammers.

Been trading with Cousins for a number of years through HLN Supplies. Always get a great service. Recently placed a large order, was kept in the loop all the way and arrived ahead of schedule.
Most people who complain on here don't know how to use their accounts properly, so take their comments with a big pinch of salt.

I live in France and the things I have ordered have come within a few days and every product has been as new condition . first class service

Received order promptly. All items received but only 1 length of solder not 8. Notified Cousins in the evening and received a reply and resolution before leaving for work in the morning, hence 5 stars.
Update. Remaining solder received.

Please answer : when you order something (accidentally) it says on your webpage there is no canceling the order but in the e-mail says when you don’t pay we will not shipp the product. Are you going to shipp it even if someone did not pay it yet? Or you are sending the Order after you recive the payment and then is not possibility to cancel it? Please answer i don’t know what to do, i can’t reach the Costumer Service.

Ridiculous company.
It seems it is not possible to contact customer service.
I created an account but still cannot get support because I did not placed orders within the last 12 months and I do not have a trading history with the company.
If you do not want my money I will go somewhere else. Simple.

Always a great service and a great help. Very speedy dispatch times.

Dreadful company to deal with, zero communications, no email, no phone number. Standard scam replies on their website” Royal Mail fault for non delivery, we will put in a claim for you but it may take 90 days”
Stay clear of these gangsters , they take your money and don’t want any communication after that when goods do not arrive( they obviously wont arrive because they don’t post them)
Put in a card chargeback and get your money back and ignore their robotic responses.
Your reply is full of bull, you should read your robotic replies where you blame Royal Mail and apologies on their behalf, why don’t you tell the public the truth, that the reason for non delivery is that you did not complete the custom declaration correctly and stop blaming An Post or Royal Mail.
The bottom line is i do not know where my items are and you have offered no solution or hope of me getting them.
A laugh for the public reading this, “you advise me to buy them again through your website and pay for them again and if and when you get a claim from Royal Mail in 90 days you will refund me”
Unbelievable, not even an apology from your company?
Ps why have you no phone number or email address???

I am not interested in venting my disappointment in your dreadful customer service, i just wish you would contribute honestly to resolving the issue. You have me totally confused with your misinformation, one minute you are telling me the item is being returned to you and the next you are telling me wait for another while for delivery due to mail offices being busy.
You should be refunding my money and not giving me bull.

Was recommended by major watch manufacturer. Wrote twice including TO MD. Both letters ignored. Ignorant arrogant firm. Buy elsewhere. Alan Brown

Failed to even get as far as placing an order. Customer registration forms on website just hung, no error message. Eventually created account after 5 mins waiting, but unable to log on - message suggested account might need to be approved. Never heard another thing, now 2 weeks ago, and no way of contacting company unless I'm logged in......

Obviously they don't want my business.

Excellent customer service. Fast delivery. Vast resources for watch spares etc .I cannot fault then.
Long may you reign.