CousinsUK Reviews 

I was a fool for placing another order to give this company a second chance I have now been informed they had closed our account due to a trustpilot review my partner had left I was not aware of this! And more so seeing as I was still able to place an order through my account recieved order confirmation this was on the 15th contacted CousinsUK on 18th to enquire was informed they had cancelled and issued refund immediately contacted today as I still have not received my refund to find out they only requested my refund to world pay yesterday the 19th !! So if you like using a company that lies ! Does not care about customers ! Does not issue refunds immediately but actually wait to see if the customer realises ! I must admit it was my mistake I didn’t realise they had informed my partner they had closed our account so it’s my fault for placing an order through my account which was apparently closed! Should of not even tried giving a second chance after the first issue of parcels arriving days late in damaged packaging and not to mention my parcel being opened prior to delivery which is under investigation with ups who delivered as CousinsUK are no help with that matter ! Stay away and use cooksongold or hs Walsh far better customer service !

Update response to CousinsUK
Thankyou for your response Samuel ! It’s nice to see you have decided be polite on trust pilot instead of your usual rude/arrogant response okie our correspondence, as stated I did not realise as you communicated with my partner which might I add after checking was ‘IF YOU DONT REMOVE YOUR TRUST PILOT REVIEW I WILL CLOSE YOUR ACCOUNT’ by the by that is not why I reviewed I have a document you sent me which clearly shows you issued the refund once I contacted about this on the 19th October the order was placed 15th this is not immediately cancelling and refunding an order! Like both yourself and LUKE COUSINS stated

With regards to the damaged packaging that parcel was not signed for at all as the driver dumped it in the front of the property and was already driving away before my partner could get it in too check hence why this is being dealt with by UPS as they where more than happy to assist me! People deserve to know the truth about your company and how downhill it is rapidly going! Enjoy what future CousinsUK has left as I do not see it continuing to grow in the future after reading your most recent reviews everywhere.

Update respond to CousinsUK
Unfortunately Trustpilot does not allow photographs otherwise it would all be posted you are aware of this!

This is the first time you have politely stated use another professional trade which I have done COOKSONGOLD fantastic and professional reasonably priced and impeccable customer service as I did have an issue and they resolved immediately HS WALSH again another very good supplier no issues with them what so ever

I have chose to allow ups to resolve my issue and you was highly rude and unprofessional after looking through your correspondence with my partner

Enjoy your day and I’ll keep my fingers crossed that you improve the company substantially it would be a shame to see a company that has been trading for so long to continue to decline

BEWARE!!!!!!!!!!!!!You buy at your own risk. If there is a problem there is no customer service number or e-mail address. The usual automated self help search and answer. Lost Package, up to 34 days to report a claim. There is no one to talk to to report the problem. Watch making community is small and everyone should be informed about this company.
(Reply to Cousins) Look at what you are doing. This is your business. Read your comments people are leaving. Its all true. You should be taking measures to restructuring your customer service before you loose your business. This is not good for you.

Appalling service, paid £85 for delivery 9 out of 10 items turned up the most expensive item did not. CousinsUk have no contact number to speak to them you have to faff about on the website to send a message staff wording can be interpreted as highly rude ! I ended up spending all weekend and Monday rectifying my delivery with UPS who are shocking for my item to arrive damaged when the box clearly states fragile CousinsUK do not care about this and clearly do not care about their customers I will be looking for an alternative supplier to supply stock for my business due ti this experience !
UPDATE
From response yes CousinsUK responded in less than 1 hour to my initial informing them the item was missing but it was myself who contacted UPS obtained information from them stating it would be delivered Monday or Tuesday I did not hear anything back from CousinsUK until Monday after UPS had attempted to deliver the item packaging was delivered severely damaged and looks as though the package had been opened cousinsuk response to this was ‘we will forward the images to UPS for their records nonetheless’ lack of care for customers right there.

Might I add this review has ultimately received a private message from Sam Cousins stating ‘I have therefore suspended your account with us’ leave them an honest review and have your account closed customer service at its finest !

Be prepared if you have any issues Sam Cousins will be the one to continually respond trying to justify his companies actions if trust pilot would allow me to post photographs and screenshots of our conversations they would be on here I am honest reviewer and after I reviewed miraculously I am informed our account is closed he is correct though I will be using CooksonGold from now on no extortionate delivery charge and prices are good and delivery in 24 hours !

Good online shop in many respects: website works, items delivered quickly, prices competitive. But don't buy low-cost items and expect good quality. Also, you may not get a refund if you're unhappy.

I bought 3 fairly cheap watchstraps - each under £3; one was fine and the other two didn't fit adequately; loose at the lug end. I was told this was "within tolerances" so no refund due. Fyi no tolerance is quoted on the website. A strap that fits "quite" well is not what I want.

I was also told I couldn't return them because they might be dirty being next to the skin. I never wore either because it didn't fit the watch properly, lol.

So, mixed big. Don't buy stuff that is cheap because it may not work and you'll then have trouble getting a refund. Other stuff is OK.

Excellet service and really quick shipping! Can not complain, will order again soor.

Terrible customer service, ask to return a faulty part and they tell you no, you can't since their wholesaler do not accept faulty part.

Good price, fast delivery

Prices good. Better than most others. Stock very good. Deliveries very good as far as I'm concerned. Packing needs a little bit more care.
Problems start the moment you have a faulty item. They harp on about being a trade only supplier, which is fine...but, any goods bought from 'Any' trading source must be 'Fit for purpose'. I've had 3/4 occasions where the quality of a purchased item has been poor, normally due to manufacture. Cousins buy in bulk and in good faith, so any faulty item should be a breeze to return. Yet still cousins make returning said item's a real PITA! The state that 'All good until paid for belong to them. Fair enough. But, when you win a replacement for a faulty item (very rare) they say they will send it in your next order. As the item has now been paid for does that constitute kidnap and blackmail? Their excuse is..As all trade accounts are for regular use it is standard operating procedure to save costs (environmental & waste) Really? So why do they send out those monthly news pamphlets...they're a real waste concidering most pros like my self search their website on a regular basis. If I have an item that has a minor fault I'll just repair or modify it, so much quicker than the Cousins return ritual. On point worth note is, before I order from them I checkout Amazon. If the price is not too OTT I'll go with them as faulty item returns are a breeze
As to Cousins...They're good, but no Cigar.

I purchased a screwdriver set for a long investment, with high hopes of utilising it for years to come. Unfortunately, upon its arrival, my excitement turned into dismay and upon opening it, I found the blade in a state of disarray. It was evident that proper care and quality control were lacking in the packaging and shipping processes. I was suggested to return the order at my own cost to be fixed, not a replacement offer or refund was given. I insisted on the refund to be informed a 15% restocking fee would be deducted. How am I supposed to pay for a faulty order? Very disappointed and I will not order from Cousins UK again and I do not recommend it.

Please avoid this company whenever possible. There customer service and attitude to there customers is demoralizing . I'm broken.

My mistake is i didnt read here before i buy something from this company.The people must be realy carefull about this company.They are not sending what you bought telling you lie that its on transfer never get your money back .They want use your money 90 days .They never give you any answer just writing pending.I will really report them official just waiting be complete 90 days

In contrast to the last good review, this must rate as one of the worse companies to deal with. Having supplied our order they wanted no more to do with us. They told us we should not have bought from them as our business was selling soap, what utter rubbish! The product sold to us was faulty so under the distance selling act, they should have replaced it or credited us (it should have been credited, though I would have settled for replaced). Faulty goods sold retail or trade should be replaced. They were not interested. I am still amused where they got the "selling soap" from!

From: (COL226) I was a wee bit taken aback at the number of poor reviews given to Cousins. I personally, find Cousins to be professional and extremely reliable. As a trade customer, I find that they can be relied upon to do exactly what they say they will do. On the rare occasion that something does go wrong, they have always been very responsive and usually get the matter sorted out quickly. Reading some of the previous reviews, I suspect that there are those whose expectations are those of a retail customer, and this of course, may lead to disappointment. Cousins clearly state that they are a wholesalers who service those in the watch / clock repair industry (amongst other thing). I cannot recommend them enough.

No customer service, p*sspoor customer relations.

I'm so disappointed. How in this world do you want to sell something if i cant even get the info whether you deliver to my adress or not. And to contact them I actually have to register and place order. Than maybe they'll talk to me. Unacceptable attitude towards the client. Or should I thank god for not bedcoming their client...

I too am in the boat of CousinsUK customer service nightmare. I got 100$ worth of goods, I got a Royal Mail tracking and after 3 weeks it still does not track with my country's mail system. Looks like it just cost me 100$ to learn that I should never buy from Cousins again. Then they have the nerve to send replies about resellers and to not buy from them. The issue is logistics, not the ability or not to repair watches. They only offer Royal Mail as a shipping option... give me DHL, UPS, Fedex or something more reliable.

Last year I’ve started as trader and open an account with cousinsuk. Everything went well till today (9th March). I’ve place an order online through my account and it was accepted like so many other orders. I was trying to chase my order online and couldn’t find it. Open a few help tickets through the online website and kept getting the same response all the time, (take my watch to a professional)??? Well I’m the professional trying to get the parts and tools I need? How does that work. There was no previous emails or notifications saying that something was changing in terms of who can open an account with this company, the customer service just answered in arrogante tone saying that my order was revoked and I have to find a professional to fix my watch. I’ve got my refund but I think the attitude is absolutely disgusting.

I've read a lot of awful rewiews but after a long wait everything arrived perfectly, it took a month wich it's not half bad considering I live in Italy.

I'll start off with the good: CousinsUK has the best selection and prices you will find, which is why many watchmakers are inclined (and basically forced) to use their service; they have items/parts that no other watch suppliers have.

There is mostly negative reviews regarding their customer service, which I completely understand as it's almost non-existent on their website. My personal experience has been good. I've had one item that was shipped to me faulty, and it was a very cheap item to replace so they did that free of charge (after having to provide photo/video evidence of the faulty part). I can't imagine them doing this for any expensive part, and the cost to ship it back to them isn't worth it.

Now the bad: I am not located in the UK, and the only "affordable" option for shipping is "International Signed ROW, Royal Mail." The shipping says "3 to 9 business days"... I have 18 total orders with Cousins over the last 3 years, and not a single one has come in under 12 business days. Most take more (try 15-20+ business days). I get items from AliExpress quicker.

My review a year ago might've been 4 Stars, however due to Royal Mail not shipping internationally for a few weeks (due to cyber attack), I was forced to use other stores. This is when I found out that if you pay $1-5 more per item from other watch part suppliers, you will actually get your stuff within the promised shipping time. It's hard to go back to Cousins after that.

I've got an order in right now that was still isn't here despite being dispatched 10 business days ago. I can't wait to get my stuff in another couple weeks!

EDIT (after Feb 16th reply): I'm located in Canada - local suppliers ship via Canada Post/Purolator, Intelcom, etc. From watch suppliers outside Canada, I've had good experiences with DHL, FedEx, UPS (always 2 weeks maximum).

I would love to choose UPS from your site, however it comes in at $58.24CAD minimum which isn't sensible on orders where my total is usually around that amount. TNT International is another option although I don't think I want to pay $262.39CAD for that either.

I understand the cyber attacks/strikes, however as previously mentioned, these issues have been prominent for 3 years. My order placed on February 1st has been in Milton Keynes since February 7th (it is now the 21st). As a company, you can hold your hands up and claim no responsibility, however this doesn't make your service any less disappointing.

EDIT 2: The "3 years" is the amount of time I have been purchasing from CousinsUK, and as I said in my original post, I have never experienced shipping times near what is stated on your site.

You are correct in saying you have competitive pricing (both carrier and product) ESPECIALLY when choosing Royal Mail. For example, Esslinger shipping to my location is usually around $30.00CAD, whereas my most recent order with you was $23.81CAD for Royal Mail shipping. This difference in price is negligible though, when you consider that I get any Esslinger order within 2 weeks but would be lucky to get a Cousins order within 3. The issue is shipping times, not price.