“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”
“DO NOT USE THIS COMPANY.
Having had some dining chairs delivered, upon unpackaging them we noticed what looked like scratches / lines down the material of the main seat area. Having complained to Cousins, they said ‘it was part of the pattern’!
Having gone to the Furniture Ombudsman, they’ve concluded it isn’t a manufacturing fault but marks caused by storage and thus have closed the case and Cousins won’t do anything. I’m left with 3 chairs in excess of £300 with a mark right in the middle of each one.
Use a reputable company - this company are a disgrace and the customer service is appalling post sale.”
“Sideboard damaged still waiting on a replaement 12 months later customer service keeps putting delivery dates back .They dont keep me informed i have to ring them each time .had 3 different delivery dates for this month alone .still NO sideboard and each time they fob you off with a different excuse .been using this company for over 12 yrs NEVER again!!”
“Peeling leather sofa after 16 months use. The shop experience (Salford) was nice – though in hindsight the advice given to help choose / care for the leather type was poor (along with the leather) as after 16 months I have leather peel on one headrest with 2 others that will peel at some point if measures aren’t taken to stop further damage. After some consideration I have gone for the least faff to me option and having to get headrests made to cover the damaged area which I am getting stabilised to prevent further damage - this was cheaper than paying for an independent technician report and less faff which I currently don't have the time or energy for. Buyer beware of 55S leather which we have on the Monterey sofa set.”
“Cousins is rubbish.
Brought a sofa £3000 within 2 months, the chair broken in half when the, repair man came to fix it even he was shocked to see a cheap piece of wood hdi g the chair together. After a it 3 weeks chair broke again so I've requested a replacement still waiting for it 8 months later I'm still waiting. Cled the office again today and spoke to sophy in customer services who is quite frankly rude and patronising has no customer experience and talks over you when you are trying to speak.
I am disabled and require a certain chair to help ease my limbs however I've not been able to enjoy my sofa.
Im going to report them to roag traders and trading Standards DISCUSTING COMPANY DO NOT SPEND YOUR MONEY WITH THEM RHEY DON'T DESERVE IT”
“Don’t bother with this shower!
Ordered a double bed end of July for when my dad comes out of hospital ( planned op next week), excuse after excuse and now order is cancelled because they were totally uninterested.
Thanks Cousins now my dad hasn’t got a bed for when he gets home from his heart surgery, you bunch of cretins.
Hope you feel smugly proud of yourselves.”
“Whilst we were initially grateful that cousins had offered to supply our Alan Ward order (Alan Ward has recently been taken over by Cousins) after several weeks of phone calls spanning months, and Cousins stating categorically that our order had been 'located' and assured that someone would be in touch to arrange dispatched soon, we got no where.
Suddenly, our £1500 order went missing and would now take 14 weeks to be reordered (not the message I was given in the weekly phonecalls I was making in the months leading up to this news). Communication was difficult no one could seem to see why I felt I had been misled.
We asked if we could have the show room sofas in place (identical to our order) and were told they 'were not prepared to let us have them'.
We cancelled our order after weeks of stress.”
“Had a marble table and chairs delivered. Table is badly scratched in several places and the delivery note says ‘item marked as imperfect’ on one of the chairs; opened the box and it’s covered in black marks. Independent inspector been out and confirmed items are faulty, but the company will not authorise a refund, replacement only. Will not provide a reason for not authorising it, or give me a timescale for replacement. Told me I can go to the Furniture Ombudsman which seems to be the norm for this company after reading the bad reviews.”
“TERRIBLE SERVICE/ HORRIBLE.
TERRIBLE SERVICE. HORRIBLE AFTERCARE. Was sold a marble table set £2500! 2 tables 12 chairs. Arrived late as per usual. Table arrived damaged, they sent an engineer to have a look. Then called me up to say they will give me £50 per table compensation! The cheek! I asked for a replacement. They said no! I asked for a refund, they said no! They want me to go to the furniture ombudsman..im going straight to court with these guys and involving the press! DO NOT BUY FROM COUSINS!!”
“Stay clear worst company ever bought a Parker Knoll in August 2019 it was a disgrace came stained and creaked payed with credit card and they only refund with cheque after a fight”
“The worst company I have ever dealt with. They send battered furniture, provide abysmal service and consider customers unreasonable!
I waited 4 weeks to get my tall boy delivered, it arrived with huge cracks. I contacted customer services and they said they would replace it but it would take up to 4 weeks to get a new one and wanted to leave me with a hazard around small children.
After getting nowhere with the poor service I made a complaint to the CEO - to which nobody higher than the same customer service rep responded! Nobody higher took any responsibility and they blatantly don’t care.
The customer service rep ‘accidentally’ sent an email which was meant to be internal and the tone and language of what was said was abysmal. She tried recalling this email but it just so happens I opened it as it came through!
It was then meant to be delivered today (8 weeks after ordering) after numerous emails and phone calls. I had to chase them after waiting around to be told that the warehouse systems had gone down and quote on quote ‘nobody would have contacted you if you hadn’t contacted us’ - no accountability!
If you do purchase anything from this company, they are part of The Furniture Ombudsman which is now the route I’m having to go down.
The stuff that these guys sell are also sold in other reputable wholesalers through the country. Read the small print, find the manufacturer and go on their website to find other stockists.”
