CousinsUK Reviews 

I want to order seiko watch parts, and Im wondering if the parts are original seiko or just a good copy?? Write me in comment your opinion оr claim.

Disgusting service. Place order, never received. Then they lie sayings it’s royal mails fault. Oh and you aren’t allowed to speak to them…only web chat…such terrible service they don’t want to speak with people
Avoid at all costs

on 3rd of January i ordered a Mainspring and 2 Watch-Crones from them and payed about 30 GBP in advance.
After 14 Days still no delivery, so i tried to contact them.
But: there is no way to contact them online, no phone/fax/email/online-form - nothing. And that from a company that states:" We do not have a pick up counter service, email or telephone service, we are 100% on line trade supplier" and then just offer off-line postal contact? What a joke, but a bad one on the expanse of their "customers".
It looks like, ive just lost my money, they are not willing to give any support, it feel like getting scamed by cousinsUK.
Will give 3 more days then i try a chargeback on my creditcard and will open a case with the local police against them.

// After initiating a chargeback process with my credit card issuer, cousins opened a servicedesk ticket for this case. Long story short: My goods arrived on 31.January, after 4 Weeks instead of 4 Days. Reason for this as per cousins: 2x Union Strike and a Cyber-Attack on Royal Mail which lead to that delay.
It would have been much easier for the Seller and me as the buyer, if iwe could have talked about that before i had to open the cc dispute. If cousins service system would have had an option for that. And if they had given proper infromation about the situation with royal mail.
Beside of that: my goods arrived in good quality, they tried to be helpfull, and i have no hard feelings left.
Thats why i changed from 1 star to 2 stars and hope for a better customer experience next time.

bought a £50 movement off them, turns out to be faulty, wont take it back because they claim they are in working order from the manufactures, I test them before using them and this was faulty, trying to to get InTouch is impossible, customer service is the worst I've ever experienced, in fact, there is no customer service, considering closing account and going elsewhere. And no, it isn't easy to get intouch with you it is very frustrating and time consuming. Make a link that takes you to a HUMAN BEING

I really dont understand the reviews here.
Their customer service is great and their prices and service is unbeatable.

Long time CousinsUK user. They have a large stock list, and up until the second half of this year, reliable processing/shipping. But they've definitely fallen off. Sometime during 2022 the order processing/packing section of the business stopped functioning correctly. Orders will now sit in processing queues for days/weeks. Selecting higher priced delivery options makes no difference. The items simply aren't being processed and sent out of the warehouse. The main advantage they had (getting the product to the consumer in under 3 days) is no more.

DREADFUL SERVICE!
This company does not have contact details, so if your parcel goes missing there is no way to get assistance!
My parcel has not been delivered, I have tried to request a refund and Cousins site just says it is too late to request this! There is no way to contact them by email nor phone! So I have now lost nearly £150.00!😡
WARNING TO OTHERS, STAY AWAY FROM THIS COMPANY!

Hello.
First of all, up to now I hadn't had any problems, but the category of a company is not measured when things go in its favour, but when difficulties come.
They have a somewhat short claims system because there is no direct contact email.
But worst of all is transferring to the client a problem that the client has not generated and over which they have no control.
My case is that on 11.18.2022 I ordered a book that costs almost 175 pounds with shipping.
According to the company it was dispatched the same day and taken to Royal Mail.
In the Royal Mail tracking it appears that they have not received it yet and are waiting.
I make a claim and the answer is that they have a claim against Royal Mail, but they take up to 90 days to respond, that is, the case can be extended until February.
Nobody knows where the package is, and the option offered to me is to redo the order and when it is resolved they give me a refund.
In other words, that I risk my money again, when they have already missed the delivery deadline and the merchandise is paid for.
A company with category or that wants to be, would first move heaven and earth to find out where the merchandise is. I would send another book and when the location was resolved I would claim it first, or if the customer has to re-order, I would refund them first, as it is not a customer's responsibility problem that either CousinsUK or Royal Mail do not do well his work.
Greetings.

I have been purchasing from cousins UK for many many years today I received a movement that is faulty they are not willing to accept the return or a replacement horrified is the only word I can say no contact number no resolution tried to accuse me of damaging it and the manufacturer and themselves will not take responsibility I did not damage it I have been mending watches for over 30 years and know exactly how to fit a movement the movement arrived faulty not working I advise you to be very careful when purchasing from them as they do not accept responsibility

BRUTLY HONEST REVIEW
I have worked in e-commerce retail for almost 10 years and I have never come across a website or company this bad. They are literally bad at everything, updating stock availability, prices, item descriptions and especially after sales support. Once they supposedly post your items, they was their hands with it. My shipment had got severely delayed and CousinsUK did not care or try to escalate. I WOULD HIGHLY SUGGEST AVOIDING THIS COMPANY, GO TO HMWALSH, COOKSONSGOLD OR EVEN ALIEXPRESS

My advice us do not buy from this company. Any company that doesn’t provide any contact details (they will only give you contact details if you’ve bought from us in the last year ) is not worth dealing with…also just check on all the negative reviews they have to date.

Thanks for your reply I am checking my records for when I contacted you.....in the meantime is this one of your policies ? (We will only give you contact details if you’ve bought from them in the last year )

Thanks for your reply…I don’t know where you got three years from, per for your website, (two minutes ago) this is the current message.
“Sorry, you do not have access to Cousins contact facilities.
Cousins contact facilities are reserved for customers who have placed orders within the last 12 months and have a trading history with us.”

I was a potential customer and hence the reason I was trying to contact yourselves…. only to find the message above, which is very off-putting.

I was sceptical about ordering from this company, and how I would be treated if something wasn't right, after reading the negative reviews on here. As it transpired, I did have a minor issue with one of the items I ordered (which was in no way Cousins UK's fault, it was a small manufacturing defect). However, my problem was dealt with professionally and promptly leaving me 100% satisfied. I can only surmise that the negative reviews here have been left by a small minority, who for one reason or another took issue with this company and have skewed the trustpilot ratings somewhat. Thus, as the saying goes “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time” (John Lydgate)

They offer a very wide range of products.
At the checkout they're extremely clear about their policy: CANNOT BE AMENDED OR CANCELLED.
No-one can claim the non-return policy comes as a surprise, they're a wholesale business who's kind enough to deliver personal orders.

They ship very rapid.
Just 3 days between ordering and delivery in the Netherlands.

I felt the need to leave my own review after seeing the reviews left by others.

I am a professional horologist based in the UK and have been using Cousins the entire time.

They provide a very prompt service and have a range rivalled by very few competitors. I have placed hundreds of orders with them and its rare that they don't get dispatched the same day, and I usually receive them when stated. When I don't its usually because I ordered too late or the postal service had problems.

Many of the complaints on here are about Cousins not providing technical advise. This is true and is something I've experienced. But the reality is they are a B2B company selling to the trade, and while the occasional technical advise is necessary even for professionals, if they opened the flood gates to the end user they would no doubt get bogged down in questions asked by inexperienced people who shouldn't be attempting to undertake the repair anyway.

Something else that appears to be a common complaint is the lack of returns and exchange. I think I can speak to that too. If I order something incorrectly, well, its my fault. Cousins makes it very clear they only sell to professionals and if you buy from them you're agreeing to that.

As far as faulty products go; there have been a couple of time I have had issues with items I've ordered (once sent the wrong item, though it was under the correct SKU, once sent an item that was rusty) both times they've sent out replacement products in my next order without any hassle.

Overall I think Cousins is a fantastic resource for the working horologist, and if you aren't a working horologist find a local one who can help you.

I was a little sceptical about ordering from Cousinsuk after reading the negative reviews but my experience is anything but negative. Ordered parts from extensive catalogue on Wednesday delivered on the Saturday, great comms, excellent packaging and correct parts supplied. Shall be using Cousinsuk as my go to supplier now. Thank you

Whilst their B2B returns policy can be slightly frustrating, I’ve realised that we would be stuck without them as they do have an encyclopaedic range of watch and jewellery supplies, which is unmatched anywhere else, certainly in the UK.

A few months ago I ordered a chinese watch movement from them to be used in a custom watch build for a customer. - all worked fine The customer later managed to snap the stem and asked for me to repair it - I thought that would be no problem as I know cousins advertises replacement stems for their movements. I ordered the stem they quote as being the replacement part for the JHLS33 movement and it arrived and didn't fit - the stem is a visibly and measurably different part from the original.
I explained this and provided picture evidence to their supoport service and was simply told that their stock of stems and movements match and that there is nothing more they can do - despite having sent me clearly an incorrect or mis-sold item! They told me they don't sell to untrained members of the public - yet I am not one of those - I am a casemaker selling to the public! Do trade customers not have any right to recieve goods as described! It seems so petty that they refuse to refund or replace a £3 error on their behalf whilst I need to complete a watch! Absolutely terrible service, just replying with the same response to each of my messages

ordered a watch movement and was sent a faulty one.
I contacted them and got there no returns policy and pointed out I may have broke it myself avoid these at all cost.Customer service rude buyer beware.
Last purchase i will make from them.

AWFUL!! what I ordered looks absolutely NOTHING like the photo or description and has beyond POOR workmanship! The description said “All coin mounts are made with a high quality workmanship in mind. Our coin mounts are very secure and designed with simplicity and elegance, so you can easily insert and remove coins from the mount yourself”

There was still polishing residue on it. Now I have to waste time getting a refund and look for high quality coin mounts.

Waste of £100!! I was weary to order the reviews and should’ve stuck to my gut. The only positive was the fast delivery, hallmarking, weight of the mount and the price

Don’t bother order from here

Horrific customer service, made as difficult as possible, have a telephone number on the invoice but message tells you there is no telephone service and cuts you off abruptly. (Try it yourself and see) there is no direct email to use to explain your problem. Their system is designed to be off putting to use and when they don’t want to solve issues they just simply cut off your ability to reply.
Sent me wrong stuff, ie their careless mistake, but made it as difficult as possible to try to rectify it.

Simply embarrassing. Had I seen the reviews here before I ordered I”d have run a mile from them, I respectfully recommend this course of action to anybody who expects to be treated with competence and respect.

Addendum.

I have now been treated to the stock ‘reply’ showing again the utter contempt these people have for customers.

They sent me the incorrect items, ie not what I ordered, in the end I told them to keep my money as they obviously needed it more that I.

There are many good online companies but these people represent the absolute worst of online buying.

Avoid them at all costs unless you want to be sitting here writing a similar review like me and many, many others.