CousinsUK Bewertungen 278

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.

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.