CousinsUK Reviews 

There is no customer service, it is impossible to contact them. They sent faulty goods and will neither contact me or refund for the item. Do not use this company.

Cousins is totally uninterested in any problems with shipments. In my case, I paid for a tracked and insured UPS delivery. UPS say Cousins didn't give them the correct address and by the time they did the package has been lost. Cousins say it'll take over 2-months to give me a refund.

Terrible service, missing delivery, no refund. Think carefully before using Cousinsuk.

Cousins UK support are extremely unhelpful. The products on their website often lack detailed information. Ask for clarification on any product and you will often be told that they have checked and the information exists when it doesn't. Bottom line they make it very clear that they don't want enquiries and prefer to sell to the trade who can swallow the cost of buying incorrect parts. Very poor.

Worst customer services I have ever encountered. Part of an order failed to arrive, upon contacting Cousins I was informed that packing is filmed in HD and was forwarded 3 stills - purportedly of my order being readied for despatch. The photo's I received showed me absolutely nothing - a box whose contents were impossible to distinguish. Was asked whether the packaging showed signs of damage on receipt which I was unable to remember and was informed that the matter would be taken up with the courier. After just checking to see whether there had been any development I found the issue has been closed - not even a courtesy email to explain. I will do my utmost to avoid this company in the future.

Received a damaged movement, yes a faulty movement. Customer support is very poor. I telephoned the sales line, who guided me on sending a request on line via "not listed" and got a canned reply from the Management. There is no quality control at this place. I can ship the same movement from the other side of the world and it would arrive much later, but working. Shame on Cousins UK poor support and selling damaged items.

My order was sent quickly and contained what I had ordered. So far, very good. Unfortunately, I had made a mistake on the size. Every other 'trade to trade' purchase I have made enables an exchange to be made , with me (the customer) paying the postage and any difference in price. CousinsUK have no mechanism to do this via their website (at least for my purchase). They also won't answer the phone and have no email address that I can find. It is the worst customer 'service' I have ever come across. I wish I had read these reviews before I purchased.

I generally like to support UK businesses, but will not be using Cousins again. Although it should be said that once my products were eventually dispatched, they arrived in good condition, I encountered problems.

Essentially my main issue is the fact that they have removed all communication channels to ask any questions or receive advice. They do not provide an email service and the telephone is strictly for ordering purposes. This has all been replaced with an "online support system". This has many flaws, most concerningly, you cannot send a message about an order until it is dispatched. My order was not dispatched for 4 working days and in this time I was unable to enquire about it. If there had been some technical error or stock mistake there would have been no mechanism to contact the company. I find this unacceptable and dislike the ethos of a company that refuses to be contacted by its customers.

I've been using cousins since 2001
They have an easy to use website and stock most of the items I need as a horologist. Yes there are some issue from time to time when it comes to returning a faulty item.
But as a whole its they are a good company easy to use and carry a wide range of parts.

If I could give zero stars I would. Products not well described without full dinensions and therefore when I purchased two watch parts, they didn't fit. Customer service response was not only evasive and even after four times of trying to communicate with them never answered my direct question, but was condescending and rude. They just want your money and to offer very little in return. I'll put this down to experience, including their ridiculously high postage for something that weighed about 10 grams, and read Trustpilot reviews before making any unknown purchase in future. I will NEVER shop with them again.

I placed my first order ever with CousinsUK on 5 Jan and they shipped quickly next day so that was all good. After 19 days my shipment still hasn't arrived although I paid for a 2-3 day service by UPS. I appreciate that customs handling after Brexit may have played a large part in these events but what I found totally unacceptable is Cousins' contempt for me as a customer in that they provide no assistance in dealing with UPS from their end. I have 25 years experience in sales and theirs is without any question the worst customer service I have ever experienced. They won't accept phone calls, one can only communicate with them via online forms. There is a total lack of customer care and unless they change how they look at customers, they will soon bee out of business. I will never, ever buy from them again.

Dreadful customer service. I bought a durston bench vice for Xmas as I wanted a quality item however it broke after the first use with the screw to open the vice no longer working. I took photos and a video of the problem and cousins said I would have to meet the return postage myself! This is a really heavy item so would cost a lot to return. I think this is absolutely ridiculous when they have supplied me with faulty goods - not fit for purpose when it fails on 1st use therefore I should be entitled to a full refund and they can arrange pick up when it suits them. Despite several emails to them they refuse to offer a refund. I would never shop with them again and would advise avoiding at all costs. They are the sellers so the contract to be fulfilled is with them.

I have used Cousins on many occasions. The products were as described and arrived promptly. However, over the last couple of days I found out what happens when products go wrong well within what should be a manufacturers warranty. Essentially, as other reviewers have stated they don't want to know. Their argument is that as Wholesalers their suppliers don't want to know about faulty products so as far as they are concerned if your product turns out to be faulty tough. I suspect in consumer law this is nonsense and when i have some spare time I will fight it but in the meantime buyer beware!!

I am regular customer. They have a large range of items at great prices. I’ve had some damages during shipping recently and Sam was very quick to offer reasonable compensation. Would recommend them.

I have been a customer since 2005, never returned an item in all these years. Last week I have purchased some assorted micro joints o-ring, from the picture seems to be assorted when received - they were all small and all similar size. Opened a return and explained to Sam that I have received all small 30x instead of 25x and asked to return as for sure someone must have made a mistake. The response was crystal clear, you have bought this article and we sent this article "assorted" we do not accept refund this is the policy in a very polite way. I said thank you to Sam and kindly asked him to close my account as it was not possible to close it online. I should have actually sent him a photo, but did not bother, I felt that was pointless as Sam was not clearly interested.
Very disappointing performance and customer service after many years of being a loyal customer...but c'est la vie... Good luck to them and good luck to me to find another watch wholesale in the UK.

I ordered a bracelet link for my watch on July and I didn’t received yet.
The tracking number doesn’t exist so I can’t find the item.
At first I didn’t want to buy from them because of the bad reviews but they were the only one who had what I was needing in stock.
£10 it’s the price of my item and so is what this “company “ worth.

I have bought many things with Cousins, after my first experience with the customer service today, I shall not be buying anything else. I rang customer service to ask about placing an order. I was met with a woman on the phone (from the sales department) who said that she couldn't answer my question concering delivery times because she 'was not technical'. This was the answer I got to evey question I asked. When I asked what their returns policy was, I was told to go to the website which, having now read many of the reviews here, seems to be a go to line. I was quite bemused at the unwillingless to help a potential sale as I was actually ringing to clarify information that was not clear on the website.

They may be cheaper than other suppliers but I would rather pay a bit more safe in the knowledge that, if something goes wrong, there is a customer services team there ready and willing to help.

Sent an email to the customer service asking for help to select the parts that I needed. Got a fast email back telling me to check the website, everything is there. The person who sent the mail was a Cousin, so I guess one of the owners, customer service is rubbish if it was possible to give a -ve star I would.

Can't fault their speed in getting items dispatched, I regularly use them and delivery has always been next day. Best availability for spare parts in Europe, one star taken off for basically a non-existent return policy so buyers need to be careful of that.

I order from Cousins quite regularly and always get my items the next day.. its good for me because they always have the part or tool I need and they get here so quick.. Cant give anything but 5 star..

After few good orders worth over £500, I bought from Cousins UK a Punch stamping plier which supposed to come with 8 stamps of 3mm high letters. I’ve received 4 stamps of 1.5mm. I’ve tried to return the item but they said that they’ll speak with their supplier and send me the missing parts. I tried to explain them that missing parts is not the only problem as the punch letters are half the size they advertised and that I want to return the item. I didn’t receive any reply for more than 2 weeks!!! Finally after all waiting they send me a message explaining that their supplier changed the item format and basically... it is what it is! I tried to explain to them that their supplier it’s not my problem as I ordered from Cousins UK an item based on their own description! They admitted the listing error and said if I’m not happy I can return the item on my expense! 😂 I’m so nervous I’m laughing! I ended up keeping the item and recommended them some customer service courses! So... they’ll always be happy to take your money, but don’t expect an easy return if needed!