“Visited Cousins (Dudley) with my mother and sister. We were unhappy with information that was given to us about the delivery charge and a discount by Roger regarding a sofa my mother had purchased. A review was posted stating we were unhappy and we received an email straight away by Tom ( a Manager) who apologised for the misunderstanding and applied the discount. A good company is judged by how they handle their complaints and customer services. Tom resolved the situation immediately. This was resolved in less than 24 hours.
Thank you Tom!!”
“Having had g treat service when buying luxury beds. We decided to take a look for other furniture for our house move. Found sale item which could be held for us. Large deposit. Still no goods and no return if deposit with all sorts of excuses.”
“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”
“Unfortunately this company has gone down - having shopped over 20 years the most recent experience was completely disappointing. Bought an item and given a clear indication that a week or 2 weeks was achievable - no follow up until I called to be advised that delivery would be 2 months later. 4 days later still waiting an update...very disappointing.
Once the saga is over I shall leave another review - I am hopeful that my grumpy attitude may resolve the scenario - I have said "Poor" instead of "Very Poor" because I have at least received a return phone call”
“Went into Manchester store 2 weeks ago and ordered sofa which was in stock and in their Manchester wsrehouse. I also ordered and paid for matching chair that was in store display item, after two weeks chair still in Manchester store I have received the sofa which was in warehouse approximately 8 mile away from store. But as yet chair still in store and I gave wait till it gets to warehouse before they can arrange delivery. Unacceptable”
“We purchased a wardrobe from the Cousins store and we waited nearly 2 months for it to be delivered, even though we were told it would be around 2-3 weeks!!. The furniture arrived and we were shocked to find that the wardrobe was flat packed. We were never informed of this. When we went to start the process of putting it together found that the boxes were badly damaged and the wardrobe panel also damaged.
I started the complaint on the 3rd April to get it sorted, still waiting. It is totally unacceptable the staff don't seem to be bothered, just get told there is nothing they can do to speed it up. I have asked them to put in an official complaint which all I get is that she is the complaints team.
I would definitely NOT recommend Cousins furniture to anybody”
“Absolutely duscusting service ...recieved bedroom furniture smashed..waited weeks for new one to be delivered smashed again.. customer service didn't give a hoot.. said we aren't entitled to any good will...
I will never ever shop there or recommend”
“I can't rate this company any lower. The Furniture is of inferior standard. The customer serice agent i spoke to was rudeended up claiming section 75 and the bank has reimbursed me all of my money i paid on credit card but don't want to go there for my cash deposit. I have an independent furniture inspectors report and it basically says poor workmanship”
“Shockingly bad service from Cousins Furniture. Purchased an extending table which wouldn’t line up despite 2 “technicians” trying to do so. After numerous calls and complaints they tried to exchange THREE times and each time there was an issue with the replacement.
They are not proactive in trying to resolve the issue and I had to constantly chase for updates despite their customer service dept stating they will be in touch.
Would never purchase anything from them again and would advise against anyone else doing as also.”
“Ordered two@three seater sofa and two foot stools April 26th. Now September, after phone call to store and paying the final balance I'm told that the courier they use could take up to another 10/14 days, it's same old same old, they've had your money but you have not got the goods. We went up the m5 to Midlands to order this furniture and at no time were we told that the courier's would take this long.im very disappointed in customer service attitudes which were quite snooty and almost like your being told off.have emailed Anthony Cousins, but I won't hold my breath.unbelievable and so exasperating.”
“AVOID AVOID AVOID This has to be the worst company I have ever dealt with, we chose two 2 seater sofas and one arm chair on New Years day 1st Jan 2022, at a cost of £4500 with a delivery date of 13th March. We paid a deposit of over £900 to secure the order. We then had numerous phone calls to say that the two 2 seaters were on some sort of a ghost ship as no one knew when it was arriving and that the arm chair couldn't fit on that ship, ALL A LOAD OF DRIVEL
To compound the insult, once we had received part delivery of the two sofa's, this triggered the payment plan, which meant we were paying for the items before the complete order had been received.
Our completed order finally arrived on 15th July 2022, Seven months from date of order, who on earth would wait seven months for a sofa, total disgrace”
“Bought a lovely pair of leather 3 seat sofas from cousins after a matter of weeks all the colour started coming off I thought no problem a reputable family run company they will sort out the problem! That was definitely not the case if you have a problem with furniture bought from here you have little to no chance of them resolving your problem they just flat refu”
“Sales team very helpful and quick to take payment,
Customer service is dreadful after receiving a faulty item, customer service team seem to give every excuse as to why an instock item can't be sent as a replacement for a whole month.”
“Absolutely cheap quality sofas in
Expensive price
Do not buy from this manufacturer
When you will report the sofa as faulty they will ignore and if you insist they will send out someone to look at it and the report will say sofa is absolutely fine and it is meant to be like this.
If you buy then you will be adjusting the sofa cushions every 15 minutes.
Rubbish quality and bad customer services”
“I ordered a Sofa, Chair and footstool in July 2021 from the Dudley store, after many calls requesting updates and no returned calls as promised, the delivery was finally made in January this year with the wrong size footstool.
I was told the correct footstool was ordered and being fast tracked and the large one would be collected on delivery. Again lots of calls checking on progress and no return calls I was informed that the Salesman had left the company and that they couldn't provide a smaller footstool, as there was only one size. Requested that they collect the stool and refund my money to be told that the Director who writes the cheques was out of the country for several weeks and that I return the stool myself to the store to get a refund on the card, and it was their mistake that the wrong one was sent ! Disgusting customer service, rude snooty staff, arguing on the phone. Can not believe that a company of this size relies on one person to write a cheque, just a ploy to fob you off. To make things worse the furniture is not as shown in the store, it's finish is substandard, will never use Cousins again.”
