CousinsUK Reviews 

Useless customer service, don't waste your time or money, becuase they will waste yours

On purpose there is no fully functional support service.
Waiting over 1 month for an item. No one to help.

So difficult to find out how to get in touch if you've got a query. It's four levels deep in the website. Seems like they don't really care judging by the other comments on here. I've order from them 4 times now and I haven't experienced any difficuties. Just don't go asking them any questions

I have ordered 9n their site and received the item after 3 months. Meanwhile site has no customer support and no way to contact them.

what a joke of a company. if i offered the same level of service to my clients i would be out of business which makes me surprised that they are still running.
my only advise is don't waist ya time on them and go else where.

I ordered and paid for a product which I never received, its not possible to contact Cousinsuk by email to get assistance and their phone line refuse to answer questions "Our telephone staff are not technically qualified to answer questions, enquiries or deal with returns."

Due to the amount of people here complaining about not receiving packages its likely that Cousinsuk is well aware that their shipping provider partnership is causing this but Cousinsuk have no interest in taking responsibility for customers actually getting what they order. Instead the remove all contact options after payment has arrived to avoid customer claims. I lost my money but if I can prevent anyone else from being scammed by Cousinsuk its a step forward. The authorities should investigate this company and withdraw their business licence.

Cousinsuk is fronting the "Buy with confidence"-mark that is provided from a traders union called "buywithconfidence". If you make a complaint at their website you can bring more attention to Cousinsuk´s poor reliability and business practice.

Update 2021-09-14: Cousinsuk replied below and confirmed that they offer their customers a shipping option from a selected partner that they dont take any responsibility for whether the goods arrive or not.

Its great and all that you(Cousinsuk) can show that you sent something, but for me as a customer it would be of higher interest to have the product actually arrive. Thanks for your attempt at good customer relations.

Don't waste your time - i bought ready to ship chain in the wrong link size, i wanted to send back so i could purchase a larger size link (and basically spend more money) and they refused the return for health and safety reasons? It's solid silver chain, you can stick it in an ultrasonic cleaner....
I didn't even purchase a custom cut length, it's still in it's packaging and i contacted them the next business day about it so i clearly hadn't worn it. If you ask me, it's just bad business - there's plenty of other suppliers to the trade who offer returns for the same products at equally competitive prices. I've had questionable experiences in the past with cousins - cheap flimsy tools being sent and long shipment times but this was the final nail for me. Clearly they're not too bothered about retaining regular trade customers.

Terrible customer service. Will not speak to you over the phone or directly via email. The automated messaging system on their website is complicated and you end up just getting vague and evasive responses from the "manager" which you can only read if you login to your account on their website. I am waiting for a £750 piece of machinery that I ordered 5 months ago, and no-one has chased it up or helped me to find out where the item is...

Impossible to contact

Their transport company handed the package over to 'a local delivery partner'. Which party is that??? Who should I contact???

awful customer service, bought a faulty item, they said they cannot refund it as it has been used. The fault was a serious safety issue with torch burner. The only way to have known the fault there was to have used it. Do not touch them with a barge pole.

Utterly reprehensible non-existent support.

If I could give their online support 0 stars I would.
UPS lost my delivery. Contact shipper they said.
I'm ASD/Asperger's. Their website and videos overload my sensory capabilities.
I had to get their warehouse operative on the purchase line to help me initially by talking me through how to get to the relevant part.

I sent a full support request with all salient information INCLUDING MY MENTAL HEALTH ISSUES AND INABILITY TO USE THEIR WEBSITE.
Their response: Use the website to make a claim.
I responded asking if they had read my previous request regarding my difficulties.
Their response: Yes we read it, now read ours, it says use website to make a claim.

Uncaring, non supportive, useless. This is how Cousinsuk treats its customers with mental health issues. I asked for someone to call me. Response: use website.
Utterly disgusting, repulsive, ignorant, repugnant behaviour.

More than happy to take the money, quite unwilling to help. And the person dealing with me goes my the name of Sam Cousins, management team.

If anyone wants actual screenshots of the conversation for verification, feel free to contact me.

The products and delivery I can’t fault.
But the amount of plastic in their packaging is unreal. I understand things need to be protected but we should be past mountains of plastic styrofoam nuggets and multiple plastic bags for everything by now.

Just don't bother. Yes it's cheaper but if anything broken or doesn't work, good luck sending it back.

My order included several clock hands that were barely protected and arrived completely bent out of shape. It isn't worth the cost of returning them, they would just expect me to pay return postage and charge me a "restocking fee" so they can sell the junk to someone else. From their T&C:

"10.2.1 Quality of products is often reflected in the selling price. As a business to business trade transaction it is reasonable that the trade buyer understands the relationship between quality and price."

"10.6 Cousins reserves the right to make a handling and restocking charge per item of £15.00 or 15% of the value of the Goods (whichever is the greater) on Goods which are returned if they were ordered in error or are no longer required by the trade Buyer. These charge values also applies as a processing charge if we ask the supplier to investigate your issue and your item is found not to have a manufacturing fault. Any returnable goods ordered in error or no longer required must be notified to Cousins within 7 days of receipt, after this period they do become non returnable."

I won't be buying from them again.

Have used Cousins many times in the past with no problems. However, the latest item was damaged on arrival. I contacted customer support and the whole thing was sorted within 24 hours, full refund given. Excellent customer service.

delivery was supposed to take 3-9 days. It has now been over a month and the parcel has not arrived. Neither is there any way to contact them. Absolutely terrible service. A ton of money just wasted.

Have now made 2 purchases both of which have gone straight through and the items have arrived in good time and well packed.

Avoid this firm. There is no customer service and no capacity to find a solution on their website.

Ordered watch gaskets, and received wrong size. Despite it being their error they are refusing to send out the correct ones until (if) my next order. Appalling way to run a company.

Item cost £1.35, and to post out a second class stamp is in the order of 60p. So they lose a customer for that - their loss. There are other suppliers out there.

Ordered 6mm ss pins, pins arrived 66% larger.

Contacted Cousins and a reply from Sam Cousins admits the web info was wrong, it now says 10mm pins. Refuses to pay return postage as all dimensions are approximate. I hardly think a 66% difference is "approximate".

Also refused to pay under consumer law (as they should) as they sell business to business, I am not a business.

So I have now have to pay £4 return postage on a £20 order that they admit listed the wrong product information. If it said 10mm I wouldn't have ordered in the first place.

Absolutely appaling "customer service" Will make sure I let everyone know not to order from them.