CousinsUK Bewertungen 278

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.

I want to order seiko watch parts, and Im wondering if the parts are original seiko or just a good copy?? Write me in comment your opinion оr claim.

Disgusting service. Place order, never received. Then they lie sayings it’s royal mails fault. Oh and you aren’t allowed to speak to them…only web chat…such terrible service they don’t want to speak with people
Avoid at all costs

on 3rd of January i ordered a Mainspring and 2 Watch-Crones from them and payed about 30 GBP in advance.
After 14 Days still no delivery, so i tried to contact them.
But: there is no way to contact them online, no phone/fax/email/online-form - nothing. And that from a company that states:" We do not have a pick up counter service, email or telephone service, we are 100% on line trade supplier" and then just offer off-line postal contact? What a joke, but a bad one on the expanse of their "customers".
It looks like, ive just lost my money, they are not willing to give any support, it feel like getting scamed by cousinsUK.
Will give 3 more days then i try a chargeback on my creditcard and will open a case with the local police against them.

// After initiating a chargeback process with my credit card issuer, cousins opened a servicedesk ticket for this case. Long story short: My goods arrived on 31.January, after 4 Weeks instead of 4 Days. Reason for this as per cousins: 2x Union Strike and a Cyber-Attack on Royal Mail which lead to that delay.
It would have been much easier for the Seller and me as the buyer, if iwe could have talked about that before i had to open the cc dispute. If cousins service system would have had an option for that. And if they had given proper infromation about the situation with royal mail.
Beside of that: my goods arrived in good quality, they tried to be helpfull, and i have no hard feelings left.
Thats why i changed from 1 star to 2 stars and hope for a better customer experience next time.

bought a £50 movement off them, turns out to be faulty, wont take it back because they claim they are in working order from the manufactures, I test them before using them and this was faulty, trying to to get InTouch is impossible, customer service is the worst I've ever experienced, in fact, there is no customer service, considering closing account and going elsewhere. And no, it isn't easy to get intouch with you it is very frustrating and time consuming. Make a link that takes you to a HUMAN BEING

I really dont understand the reviews here.
Their customer service is great and their prices and service is unbeatable.

Long time CousinsUK user. They have a large stock list, and up until the second half of this year, reliable processing/shipping. But they've definitely fallen off. Sometime during 2022 the order processing/packing section of the business stopped functioning correctly. Orders will now sit in processing queues for days/weeks. Selecting higher priced delivery options makes no difference. The items simply aren't being processed and sent out of the warehouse. The main advantage they had (getting the product to the consumer in under 3 days) is no more.