“Do NOT order from Cousins furniture. We have had delay after delay after delay, with absolutely no communication as to what is going on and full payment taken. Our sofa is now 6 months late for delivery and they only give updates when you call and sit on hold for hours and hours. The WORST sales and customer service I have ever come across. It's simply not worth it. Do. Not. Order.”
“Ordered dining table and 6 chairs, £1600 or so before Christmas. Table and 4 chairs arrived reasonably on time. However at time of writing this review in May two chairs still not arrived despite being told they're being shipped. We are having to do all the chasing and being met by a brick wall every time. Store have made no effort to initiate any contact us. Sorry to say but when things go wrong with cousins they are a nightmare. Keep away from them to avoid disappointment and stress.”
“the worst customer services I’ve ever received.
29 calls to the number provided but still no answer
They delivered a sofa without legs and i am waiting for the legs from more then 5 days now.its bloody 1700£ sofa not a cheap sofa”
“I would avoid at all costs. Ordered a dining table and chairs back in June/July 20 costing in excess of £2000. At point of sale delivery was promised within 1 week, towards the end of the week I called customer services to enquire when delivery would be made, only to be told by rude operative that we would never guarantee delivery within a week and the delivery would be made when other deliveries were being made to our area. After chasing them another 3 times this was eventually escalated to the customer services manager who after 3 more calls arranged a delivery. Eventually when the table did arrive on, inspection 1 x chair and the table were in a terrible state. the extending table had been subject of what appeared to be a DIY repair with drywall screws on the underside in addition to flaking paint on the surface and dents in the beading on the side
and the chair had a crack in the arm. I reported these issues to Cousins customer care department along with photographic evidence. After chasing them another two times and having to put up with the same rude operative they eventually agreed to send a third party to assess the damage. After waiting for this assessment appointment it was decided that a repair could be made (wanting to be fair we accepted our new table was going to be repaired rather than demand a replacement). A week or so later having waited in again for the repair appointment the operative arrived and looked at the table and stated "I am being paid 1 hour to repair this and I will do what I can but it will not be perfect as I don't have the exact paint and it will take longer to get it right" the repair was carried out to the table top to the best of his ability in the hour allotted however it was not in any way perfect. The chair that was damaged was not even looked at. By this time we were fed up with the whole saga and on contacting Cousins said that we were not happy to accept the attempted repair and thought a replacement would be a fair outcome. Unfortunately we were told that the table and chairs were now not available and a replacement would not be an option. We were then promised a call back once the customer services operative had had a chance to speak with a director. We are now in February 21 the issue is still not resolved, I am still chasing the rude and sarcastic customer services department. From our experience I would strongly suggest that you spend your money elsewhere, as these people are not nice to deal with once they have your money!”
“PAID UPFRONT £800 in good faith upfront for dining chairs…XMAS & NEW YEAR WITHOUT THEM!…NOT COVID RELATED…little attempt to call and update with actual progress….wrong chairs delivered and another failed delivery attempt…company POLICY APPEARS NOT TO REFUND TO CARD AND ONLY BY CHEQUE AFTER 3+ MONTHS later…. through a LONG WINDED REFUND PROCESS INVOLVING TOO MANY PEOPLE…lots of Covid excuses but STAFF ADMIT ITS A SUPPLIER QUALITY ISSUE NOT COVID related…and admit that ONLY 1 DIRECTOR CAN SIGN CHEQUES (appears to be Edward Shotton?)and IS NOT ALWAYS IN THE OFFICE….shameful. MY ADVICE - PLEASE DON’T PAY IN FULL UPFRONT and if anything goes wrong DON’T EXPECT A SIMPLE REFUND PROCESS…”
“We bought a sideboard, collected it and when we unwrapped it. one of the legs was broken, it had clearly been snapped off when they packaged it, now they are saying we damaged it and won't refund us, appalling treatment from what we thought was a well established, reputable company, clearly not, so now we £350 down and have to buy a new one.”
“Customer service useless took over 12month to sort a simple problem out .If i could give them minus 5stars i would .Dont waste time energy or money on this company”
“Bought a bed for £899 from Cousins Furniture along with a mattress and mattress protector totalling at £2k. Bed came with 7 different faults - scratches, imprints, a rip and something sharp sticking out one of the buttons. Looked like a bad ex display not something I had waited 9 weeks to be made. Also the mattress protector wasn’t delivered and was told my local store would call us regarding this which never happened. I could have got this bed for half the price from online stores but wrongly felt reassured I would get good quality from Cousins. We got straight on the phone to customer services for a refund which was a long process of us making numerous calls and emails to chase this up. They never returned calls as promised. We were promised this cheque had been sent first class numerous times and now 10 days later still no cheque so it meant another chase up call. This time we are informed they don’t send cheques out until the product is back in the warehouse. However, they made no contact with us to arrange this!! We made it clear we were not releasing the bed before a cheque was in our hands as we then have even less reassurance we will receive this (actually can’t believe they use cheques in 2020) so was then told the delivery driver will have our cheque on collection but they can’t collect until 29th December. Fantastic, so now we are storing their sh!t bed for 3 weeks and when asked if we would be receiving any compensation for the storage, inconvenience and the fact we can’t get a bed now until the new year we were told “no we won’t be handing out compensation”. Clearly no quality check was carried out before delivery. Not even received one apology but instead received attitude. Take your custom elsewhere, save yourself the hassle and most probably some cash too! Terrible bed and even worse customer service”
“Poor service all round. Furniture arrived damaged and parts missing. Took three attempts by a £200 professional assembler and still after two months we have parts missing.
Never again”
