“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.”
“I will never buy from cousins again having spent thousands of pounds with them. I purchased a £2000 dining table which had a manufacturers fault and they basically said it was tough luck and the defect was tolerant ! do not buy from cousins there aftercare is non existent but they will grab your money as fast as they can !”
“Shocking customer service, ordered a table and chairs with bench and a settee in August, told be ready October.By November
Table and 2 chairs arrived, told bench was unavailable and not available until after Christmas, customer service told us that believed it was acceptable just to receive 2 chairs.
Still no settee
Never return your calls
Totally shocking service”
“Absolutely shocking customer service. The item I am talking about was ordered in December. It was due to be delivered in February and did not arrive on time. Due to the item not arriving I wanted to cancel the item. Surely I am within my rights to do so! We are now in October I still have not received the item or been refunded! On speaking to a manger after months of attempts I was told the directors haven’t approved the refund. What! You didn’t deliver the item on time, I would like a refund… I’ve chased this for months and now to be told no we won’t give you a refund! No item no refund… I will never use this company again… staff are rude and pass the blame… I am being made to feel like I am in the wrong for asking for a refund on a item they did not deliver! I don’t want the item 8 months on! Disgusting customer services!”
“I bought mirror and a small rug from cousin in Dudley. It was a gift for a friend of mine and I gave him the receipt in case that he wants to change them with stuff from the same store with in 7-10 days of purchase.
He went to the store we’re they took the receipt and and the material and told him they are going to send a credit form by mail to the buyer.
When he saw that it is complicated he wanted to take the stuff back but they refused.
After a week I received the credit form and went to the store to cash it or to change the credit to my friend’s name but they refused and said it is only for me to buy things from their store.
I was angry and after a long argument the manager said they will pay me by a check which they send it by mail on my address.
Now it is 10days and no check received.
It is the worst customer service ever in any business.
Be careful dealing with them.”
“Very poor customer service. I ordered a sofa set which took nearly 5 months to arrive. No updates from Cousins over that period. I had to continually email and call for an update. On the day of arrival I was given a 2 hour delivery slot...my sofas arrived an hour after the 2 hour slot...at approximately 7pm in the evening. The delivery men were in a rush and keen to get home so were rushing trying to get the sofa into my living room. One sofa had at least 3 obvious scuffs in the leather. And my corner set would not fit through the door so was left in my garage. I was told that someone could come the next day to dismantle and move to my living room. No-one called. Upon me chasing Cousins told me it would cost me an additional £500...on top of the £2.5k I was already spending to saw the sofa in half, move it and put it back together. Disgusting service. I would highly advise you not to buy from this retailer.”
“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!”
