CousinsUK Reviews 278

Placed an order on Thursday dispatched same day & arrived Tuesday 5pm because of bank holiday. Very well packaged & all items in perfect condition.

These are the worst ever sellers using an absolutely the most cunning and sneaky tactics in order for them not to be subject to any complaints against them, like prices rising up after the order, loss or damages during transit,per instance if you order 1000£ item and never comes to you, then they are not responsible for any loss, you pay and someone have mercy if you receive it or not.They’re enforcing their sneaky Terms and Conditions before you place the order so you’ll be bounded by absolutely their sneaky tactics of Terms and Conditions.Moreover, it’s 100% impossible to reach by any means, phones, chat, email any of those 5 faces shown up there.
Be aware before you proceed and order something from these sneaky actors.
Any company under the sky without any method to contact them or without showing their physical address is an utterly sneaky scam or it’s absolutely risky.Their reviews speaks on themselves.
Be aware and appreciate your money, that’s your work, don’t give them away to such beings .No I don’t want to reveal my name and account number to liars and No one can reach or contact you easily as you says you lying creatures.The worst cunning deceitful actors.That’s your wish to reveal my name and account number?People, don’t place any order from these cunning actors, read their Terms and Conditions of these cunning sellers,moreover there’s no way under the sky you can get in touch with these sneaky sellers unless you place an order being forced to accept their sneaky Terms and Conditions and all in your damages.Be aware! Keep your money safe!.

Long time customer of Cousins. Nothing wrong with the products and I know dispatched promptly BUT delivery seems to go wrong all the time now. My experience is based upon not receiving the goods in timely fashion. "48 hour tracked" is routinely over a week with lack of honest tracking from Royal Mail and UPS. Can't get help from delivery company or from Cousins (online "Parcel problems" link will not accept a message until 11 days have elapsed). Cousins is good but their delivery partners make it too unreliable now; much quicker to order from overseas (2-4 days).

Order was picked and dispatched within hours. Very well packaged. All items were received and they were exactly as described. All are good quality and in perfect condition. I am the horology fixer at a busy Repair Café and Cousins have helped complete the tool-set we needed. Thank you.

For years now a customer with Cousins and never had a problem. What ever I ordered they send. No problems with the quality and fast dispatch. They are my first port of call when it comes to watch parts. I like to joke they are my UK connection.

I’m consistently impressed with CousinsUK. They offer a very broad range of jewellery tools, parts, and consumables, with particularly strong value for money.

One of their key strengths is their selection of non-branded tools, which are competitively priced but still very high quality. These are ideal for everyday bench work and offer an excellent alternative to more expensive branded options without compromising performance.

They also stand out for their wider range of casting equipment and supplies compared to many other UK retailers, making them a convenient one-stop shop for workshops.

Ordering is easy, delivery is consistently fast and reliable, and everything arrives well packaged and as described. Customer service has always been responsive and helpful when needed.

Overall, a dependable supplier with excellent pricing, a wide product range, and strong customer support. Highly recommended for both bench jewellers and trade workshops.

They simply do not have any customer service. You cannot phone or email, no live chat and I couldn't see how you even create a support ticket. They cannot value their customers if they do not want to talk to us!

I’m going to stick my nose in because there are a few “challenging” reviews here, and in my experience that’s unfair. I’ve put enough orders through Cousins UK to know they run a tight ship and I’ve never had any problems.

I did have an order last week that arrived late because Royal Mail are a bit rubbish, but it would be daft to hold Cousins accountable for that. Since it was late, I went on to the Cousins website and started the lost order process, and even though I didn’t finish it, they still called me today to check everything was OK – which it was, it was just Royal Mail delivering very late. In my book, that’s good customer service (Cousins that is, not Royal Mail!).

To summarise, they’re a decent lot running a great service.

They are absolute cowboys! Once order is placed on the website, you CANNOT amend or cancel, AND they do NOT accept return because "these are specialised items". They then try to charge a restocking fee of £3.95 PER ITEM, when the item is £6-£10. How do they get away with that? Will be submitting a complaint to Ombudsman.

Just reading all the one star reviews here annoys me even more because I did not see them before making the order!

For any prospective buyers, proceed with caution. YOU HAVE BEEN WARNED!

So I was recommend by my Clock repairer to order from this company, he had said they were a good company to order from. So I order a clock winder and when I received it realised I had ordered the wrong size. Like most people I went to the website to see if I could get a replacement thinking that they would allow it but i got "Unfortunately this is a specialised item which means a return, refund or replacement is not available. The manufacturer of this item has a strict no returns policy due to the incredibly sensitive, damageable or changeable nature of the product."

Its a mass produced winder you have 20 in stock, I order specialised parts for classic motorbikes and have had multiple orders I have had to return no problem at all from lots of company's. I was totally shocked then I read the reviews and I can see why. They use the get out of only order if you are a company - I would never order from them if they cant even order a winder from these people. I would recommend you to avoided at all costs and if you are a business look else where.

Cousins sold me a faulty watch movement, I sat down to fit it into my case and before doing so, gave the crown a few spins to ensure the date, day and time changed as it should. To my surprise the day would not change with the time. So straight back to Cousins' website to report a faulty item... Where I was met with an automated response that they do not accept returns under any circumstances. So I'm £48 down on a paperweight movement that Cousins won't take any responsibility for.

Its disappointing that I would have had a better experience with Ebay than I would have this company.

i have been buying watch parts and tools for making and repairing watches and clocks for many years.

I have always had a good service and everything is as described. good quality parts and tools.

I can understand them setting us as a business to business company to protect themselves from customers who do not know what they are doing, ita certainly not to circumvent any consumer rights. its to keep prices down for genuine horologists who know how to repair watches and not your every day idiot who thinks that they can fix watches after watching a youtube video.

Cousins UK have intentionally set themselves up as a Business to Business / wholesaler to circumvent the Consumer Protection legislation, i.e. no cooling off period of 14 days which means either a return is difficult and/or attracts a 15% restocking fee.
Their customer service is non-existant, so don't expect any help....if you can communicate with them, NO phone number, or email address to contact them. Even trade customers have issues with orders and will need to contact this outfit, but don't expect any help or assistance because you won't get any, not in my own anecdotal experience.
Knowing that most of their customers are retail joe public customers Cousing UK hide behind their Business to Business status, and they have the gall to boast they've been awarded membership of the Buy with Confidence Scheme.
They're a joke company - avoid at all costs, especially if you're a retail customer expecting to have consumer protection rights.

Terrible company. No way of interacting with them to ask I can leave the delivery people a number.
Its a computer says no mentality.
I cannot believe that they dont get it. They need to be contactable for queries, and real time.
I will not be recommending them either in the UK or abroad.

Absolutely great company. They packed and shipped my order promptly. It was packed super well. Their products are the best out there, at the best prices. They have a lot of stock. The shipping was fast. Zero complaints. The people on here complaining really seem to miss the point. The company is clear about their purpose and their policies. Buyers have a responsibility to understand their side of the transaction. “No returns” means no returns. That policy is for items that can be compromised. It’s there to protect you and your clients from defects, as well as to protect you from inflated prices relating to losses from compensating for accepting unsellable returns. If you’re unsure, because of some reviews, imo, don’t worry. Buy with confidence.

sadley would not accept my card info and no other way to pay, make transaction the whole process took well over 50 mins and still i've not been able to purchase the item I want and need.

Once again cousins uk can only be highly recommended order was dispatched immediately and arrived immediately very well packed as usual, never had one single issue with cousins uk 5 stars first class service all the way

People are very quick to make negative comments but not so quick to comment when things go well. A small item was missing from my order. I contacted Cousins through their website and they would send a replacement with my next order. I made them aware that I needed the item ASAP and it was delivered to me well within 24 hours.
Great service, when compared with other companies I have dealt with, and Cousins are my first choice when looking for watch parts and consumables.
Thanks for the fast response, it is greatly appreciated.

THey sent me a package and it got stuck in customs, 80 pound package was going to cost me 125 euros. No help or response from cousins. Unless you want to deal with this kind of nonsense and you live outside of the UK, then dont bother buying anything from the land of idiot brexit.

I need a replacement mechanism. No phone number, no email address and no messaging option. Looks like I will be going elsewhere then!