Cooksongold Reviews 

Oh my gosh. After placing an order for a simple clasp and length of silk - what a complicated runaround in order to pay. Twice I put in my details only to be told they needed the security number from my card (naturally) but there was no where to enter this. Had to start again and - voila - the box for this appeared. Then there were the security OTP numbers - back and forth several times. I realise this company is dealing with high end jewellery findings but, my goodness, they're not selling the Crown Jewels.
Should I need to order from them again, am hoping for a smoother transaction.

TERRIBLE CUSTOMER SERVICE.
Cooksons could not give a toss about good customer service or doing the right thing. They only want to take your money.

We ordered a large parcel on Saturday to be delivered 48 hour tracked. One of the items in this order was URGENT for the following Friday, so we gave ourselves 6 days, (5 working days) in order to receive this parcel. Ample time considering it was supposed to be 48 hour tracked and therefore arriving on Wednesday, 2 days before the item was needed for the customer.

We spoke to many of the sales representatives who all advised that their managers were in a meeting and therefore could not resolve the issue.

The parcel is actually missing via London and the goods won't be received on time, despite being 48 hour tracked. Now, our choices are as follows; let our customer down and our reputation is ruined (our reputation is everything, being in our first and most important year of business).
Drive to a closer retailers and spend £40 retail price for a silver chain despite being in the trade and knowing the cost price for this item.
Or, drive to Cooksons gold Birmingham store in order to collect a new chain ourselves. As a small independent jewellers of only 2 staff, we cannot close the shop in order to make a 2 hour round trip to collect a new chain and Cooksons certainly did not seem to understand the urgency in our problem, nor did they seem to care about the cost incurred from our loss of income in closing the shop, the cost of fuel, the cost for the congestion charge/clean air zone charge and parking.

Cooksons' resolution was to let them chase up royal mail and see why our parcel is missing. ALL THE WHILE OUR PARCEL IS EVEN MORE DELAYED.
It is Cooksons that are totally missing the point. The goods they have supplied which were meant to be arriving with guaranteed, tracked 48 hour delivery have not arrived, but they have still taken our money. That is theft.
Our items are urgent and we still have not received them, nor do we have a clear timeframe on when they are likely to arrive, even asking for a second payment when we asked them to send out a repeat order so we are not waiting any longer for the goods we paid to have delivered within a guaranteed 48 hour period.

I ordered some seed beads (used for jewellery making or crafting). The pictures/colours on the website were really accurate. Great value for money and they arrived the next day. Fantastic service.

They have now sent me 3 items that were not correct. You can not rely on them to send the correct items or correct lengths of gold in time. Useless.

Ordered over £140 worth of products and tools, turned up stained, poor quality items so decided to return once attempted to use with no satisfaction. Returned all of the tools which made up the majority of the cost to be refunded £43. Absolutely disgusting and no one is returning my emails since. Complete con artists of a company

Third order with them and very satisfied. Packaged very well and the prices are more than fair.

You have a loyal customer with me.

Our experience with Cooksongold has been extremely negative. With every order, problems have arisen – delays, errors, missing products, and above all, a lack of communication and responsibility from the company.

Despite numerous complaints, the situation has not improved. Instead of solutions, we received vague responses and attempts to shift the blame onto the customer. Andrea Halford, in particular, left a very unprofessional impression – instead of addressing our concerns directly, she repeated general statements, ignored key facts, and seemed more interested in closing the issue than resolving it. She even claimed to have contacted us by phone, which never happened – this appeared as an attempt to manipulate the situation.

The company offers no compensation or improvement plan. This approach clearly shows how little they value loyal customers.

In today’s challenging market, where maintaining customer loyalty is crucial, such an attitude is unacceptable. There are other companies that know how to handle problems and treat clients with respect. Unfortunately, Cooksongold is not one of them.

My experience with the Scrap department was disappointing. Selling sterling silver for scrap was not a problem but I do not recommend bringing gold here for scrap. You will get much more for gold by selling it to a reputable jeweler. Also they melt it before you know what you will be paid so once you give it to them, it's gone, and you just wait to see what you'll be paid. Take pictures of everything you give them. Weigh your silver/gold at home and take a picture of that also (ie, the scale showing the weight of the items). When they give you a receipt for your scrap, insist that the receipt shows the weight of the silver and the weight gold (if you are leaving both) separately. If you think the final pay-out is wrong, you'll need to have good evidence of what you left with them. They claim to take photos at each step in the transaction but they don't (or else are not willing to share them). I learned a very difficult lesson in this process.

I have bought many many times from this company. In the start I had lots of questions and they couldn't have been more helpful. They actually helped me save money by buying wisely. The products are exactly as described and there is a huge selection to choose from, from budget items through to high end ones.

I can't understand the bad reviews of this company, I can only assume people haven't read the descriptions of the products properly. There is nothing misleading and if you have any questions regarding the items on the website the customer service is truly excellent.

I myself will definitely be continuing to use their services in the future.

LASER PENDANT CUTS are a waste of money. It is NOT....... A FINISHED PRODUCT. It says CREATE your CUSTOM JEWELRY. But they NEED TO HIGHLIGHT....in RED....that YOU NEED JEWELRY TOOLS...to ASSEMBLE and POLISH what they send out by mail.

You WILL NEED special JEWELRY TOOLS....and METAL POLISHER to polish and put things together. Took me an HOUR to put everything together just because I had all the NECESSARY TOOLS I need to CUT the CHAIN into 2 PIECES, USE MY OWN 2 JUMP RINGS from ANOTHER CHAIN, as I am a DIY HANDYMAN.

Items supplied are UNASSEMBLED and UNPOLISHED.......The laser cuts have BURR......that damages clothes. The final product has FIRE BURNT COLOUR on the SILVER metal. Silver TURNED GREEN on 2nd DAY of TOUCHING it.

Jump rings are TOO SMALL to even hold in a pinch.

You need 2 separate chains to hook the ENDS of the "NAME PENDANT". But they send you ONE... FULL CHAIN instead of 2 SLICES of chains to clasp as one.

The FEELING I GOT of their LASER CUT service is that THEY ARE ONLY INTERESTED IN SELLING METAL. They HAVE ZERO INTEREST.......IN METAL CRAFT and CUSTOMER SATISFACTION.

They are VERY DECEPTIVE and SNEAKY. CROOKSONGOLD..... SHOULD NOT CHARGE WHEN THE PRODUCT IS SENT OUT....BUT SHOULD CHARGE THE DAY WE PAY.........as CUSTOMERS. THE SPOT PRICE of the METAL SHOULD BE OF THE VERY SAME DAY.....WE BUY FROM THOSE CROOKS...and NOT WHEN THEY ARE READY....to send out. THE PAID PRICE CHANGES.....TO A DIFFERENT AMOUNT....ON YOUR PAYMENT CARD AFTER.....IT'S ALREADY PAID. SNEAKY CROOKS....

P.S. REPLY for your EMAIL.

Your CUSTOM LASER CUT service is like saying - "Order a CUSTOM SUIT ONLINE". Then you cut the cloth to length and Mail it to the customer. Then the CUSTOMER has to have their OWN sewing machine to sew the suit together, sew the buttons, sew the zipper, unnecessary STRESS and WASTE of TIME to find weblinks on how to fix diy stuff and put the whole thing together.
So WHAT IS THE POINT IN ORDERING a CUSTOM SUIT? You answer that YOURSELF. Thank you !!!

Also, when a CUSTOMER goes to sell any METAL, the DEALER PAYS the SPOT PRICE....for that DAY....and NOT....the PRICE THAT FLUCTUATES AFTER A WEEK .... What kind of dodgy shady business are you running by CHARGING CUSTOMERS EXTRA ....on their credit cards AFTER....the customer has already PAID the SPOT PRICE FOR THAT DAY of PURCHASE?
Would you do that yourself when shopping personally, when you go to buy jewelry from any jewelry store?

I placed an order over the phone .The help I received was from a lady called Karen (Brilliant service . Excellent knowledge of products .) Order took a few minutes and a day later I received my order very impressive indeed.I intend to use this company a lot more .Karen is a true asset to your company.I hope you read this comment and let her know how valued she is .Thanks Karen.

Customer service are really unhelpful. Everythings an issue they can never just resolve things when theres a problem. Website glitchy and doesnt apply discounts. Good value when theres a sale and swift delivery but dont expect issues to be resolved.

Have got most of my jewellery tools and findings from CooksOnGold and everything has worked perfectly. All the tools and equipment I have received has been of a good quality and has worked as expected and their precious metals have all been of the same perfect quality.

Had some issues with the website and payments however this seems to have been resolved. Would highly recommend this company for tools, findings, and solder. Will continue to use.

Decided to go back into jewellery making after a very long break. Ordered over 100 separate items from the Goldsmith's bench to drill bits. Every thing has been posted super fast and even sent items when I requested to ensure i was in for delivery. Customer service has been excellent. Communication has been excellent. I can't fault them. They will be my future go to for jewellery making supplies. recommended of course!

Glitch in website for online sale. PayPal transaction pending but item still in basket and not completing the sale. Contacted them and they will look into it within 48 hours. Can't close transaction with PayPal till its gone through. I need this item like yesterday, will never use this company again!

I've been using Cooksongold for a number of years now and generally they are on the ball when it comes to fulfilling orders. However, I recently returned items they sent me in error, items with a decent retail value, and did not even receive the courtesy of an acknowledgement or thank you. It doesn't make me inclined to return any more "errors" should they occur in the future.

I found this company very pleasant and professional.....very easy to contact for advice with no lengthy waiting times on the phone....infact the 2 times I phoned I was speaking to someone within a minute.....very helpful and plight....lighting shipping and nicley packaged...Great service all-round and the customer care was excellent.....AAAAA+......would highly recommend and I will definitely be useing again

Excellent Service...we had one minor hitch which Cooksons dealt with both quickly and efficiently.

We would recommend them to anyone!

I ordered Crown coin boxes and received them the next day, they were exactly what I wanted.
Excellent service!

Royal Mail lost the order. They sent the order the next morning so no time lost.