CousinsUK Recensioni 278

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

This was my first time ordering, and I specifically chose the Burgeon eyeglass with a rubber gasket, hoping to avoid the cheaper coil-style version, which I’ve had issues with before. However, I received a product that looked exactly like the low-quality coil version I was trying to avoid. I raised a complaint, only to be told that what I received was indeed the Burgeon — despite the product image being misleading.

For an online retailer, accurate images are crucial, and in this case, the listing was clearly incorrect. To make matters worse, they’re now trying to charge a 15% restocking fee for a return caused by their poor product representation.

This has been one of the worst customer service experiences I’ve had. Misleading images, lack of accountability, and an unfair return policy — I won’t be shopping here again.

CousinsUK sold me a product with manufacturing defects and repeatedly denied my return requests, illegally insisting that only manufacturers are allowed to authorize returns. It was only after a chargeback that they changed their stance, but before doing so made sure to threaten retaliation against me. I strongly advise against making any large purchases here, and only sticking to tried and true basics for which no support is required. If you are a consumer (and not a business), I would take your business elsewhere. They are incredibly anti-consumer with highly ill-advised and questionable business practices.

I'd been having trouble finding a clock part and I found that CousinsUK had it. My order was processed and sent quickly. I'm pleased with the item and very satisfied with the standard of service.

Avoid at all costs, ordered a clasp weeks ago, it hasnt arrived now my account with them has blocked my password, I get a messagge saying there has been a security breach, so I have no way of rectifying or getting in contact with them, all emails are no reply

This company is impossible to get hold of. Someone recommended I use them for parts required. As soon as the box arrived I realised I had made an error size wise. Now I cannot do a return, haven't even taken them out of the box. It's virtually impossible to get a support ticket because every question you ask takes you to a help section. Admittedly my fault for not checking measurements but as these parts for cuckoo were smallest listed I incorrectly assumed they would be the parts for the small cuckoo clock. The other parts fine so it's a 50/50 issue..I'm now stuck with 2 items that I can't use & I haven't got the correct ones. And I'm unable to even get assistance.

Very quick delivery! All items well packed and protected. All good. I would use CousinUK again and would recommend to others.

All good. Shipped promptly. All as described.

Having attempted to contact Cousins last year to alert them to an issue regarding a possibly faulty batch of acrylic watch glasses, like many other people I had the frustrating experience of having to repeat my issue over and over again, even though I was not seeking either a return, or refund.

In consequence, I left a review on Trust Pilot that reflected this experience, at the same time stating that if you do not need aftersales service, they are a reliable company to deal with.

Sadly I have to report things have not improved regarding their treatment of customers, although the ability to make contact does seem slightly easier.

But having discovered more than a week after I placed an order recently that it had been cancelled with no notification to myself, causing a delay in a customer repair, the subsequent conversation with Cousins has been very disturbing.

Despite a promise to fully reinstate my account last year , this agreement was renaged upon, hence the cancelled order 'which I must have made in error'.

When I queried why the agreement was not adhered to, I was informed that the account would only be reinstated if I removed my negative review. At no time has this condition ever been stated before, neither by Cousins, nor any other company I have EVER dealt with.

Given the ramifcations of this request, I contacted Trading Standards to discuss this situation, especially since Cousins are proud to be 'Trading Standards Approved'.

I was advised that this amounted to 'commercial blackmail', and was not an acceptable business practice.

In response, I told Cousins I was not prepared to remove a fair and justified review following the advice I had been given, but that I would leave a positive review if my account was reinstated, reflecting the improvement I had seen when making contact via the website. I would NOT be mentioning the commercial blackmail threat, despite being fully justified in doing so.

Their reply was that in view of the 'threatening terminology' used in my response, my account would be closed.

Frankly I am at a loss to understand why discussing a Trading Standards Approved company's behaviour with Trading Standards should be judged as using 'threatening terminology', given I was merely seeking advice as to their reaction to the ultimatum Cousins had made, and presumably which Cousins felt was perfectly acceptable business practice. Sadly, although this was subsequently reported to Trading Standards, they seem to still have their 'Trading Standars Approved' status, which could be considered either disappointing, or shows how the 'status' of that approval means absolutely zero. Poor show Trading Standards , since this validates feedback blackmail, and encourages companies to ignore the standards set by companies you can trust.

So there you have it. If you trade with Cousins, be aware of what they consider acceptable business practice.

Their 'get out of jail free' card is that they are a business to business trade company, which means that if you find almost any fault with any product or service supplied by them, they will default to the position that this must be because you are a non-professional buyer, despite no evidence other than the amount of trade they receive from you. No other horological trade company either in the US or Europe that I have dealt with has ever used this 'customer is always wrong' default position, but that is what I have experienced with Cousins. Caveat Emptor.

Hi Sam,I hope you can give me a quick reply to the most frustrating experience I am having with you guys.

I ordered a clock pulley B013.00250, it was the wrong one…..my fault

I sent it back to you guys three weeks ago with a short letter skiing if you would supply the correct part. I also sent the broken part so that some helpful sole could match it up.
Didn’t receive answer so I sent an enquiry. Your ticket 32720. I received a generic reply from Beth that did not answer my question.
I sent another enquiry……. no reply.🙄
Like many others on here, I have spent goodness knows how long going around and around your, on the face of it, impressive website. As you must well know Sam, the frustration is that your customers are unable to ask a question. If you disagree with that then try it yourself.
Look, all I’m after is a replacement part or an email or telephone call that I can reply to if you do not understand what I am asking.
Your system obviously works for you, I understand that but all your punters with a query get is to get locked in a system from which there is no way out.
I have tried your reply options but your system cannot recognise your own part number so any queries just get rejected.
My number should you or Beth wish to get in touch is 07788443454. You have my emails address 👍
Ken Yates

Tried to buy compatible and correct vacuum pump oil. Had to firstly find out how to communicate with them..you can NOT phone, email them directly. You have to somehow find in their website a place to communicate...it's not easy to find..when you do get an answer to an honest question, you get a flippant, arrogant response saying
it's in their website pages.. but unless you know the exact wording which They have used, you can't find it easily at all.
When I eventually got a response from Cousins, there was no apology, no customer empathy, no anything...just arrogant attitude claiming he did not understand what the problem was.
So had to go to Arbe USA the machine manufacturer to clarify which replacement oil was correct for the vacuum machine.
It turns out that the product Cousins were selling (Bambi oil) is not compatible for the Arbe vacuum pump which Cousins sell.
Again no apology or anything helpful from Cousins just that they couldn't resource a correct viscosity oil, and I was left high and dry, they said to try and get a correct oil Online or from a hardware store...
Customer service useless.
Without Customers they have no business, was pointed out but no response given, let alone understood.
Trouble is they at the moment are a sole supplier to the UK for the USA vaccum machines. Market Monopoly rules so they seem to think....

Je modifie mon avis : j'ai acheté une pièce pour un calibre d'horlogerie (Seiko), j'ai reçu mon colis sans soucis, emballage impeccable et la pièce en question est impeccable.
Je retire une étoile pour l'impossibilité de vous joindre par mail, afin d'obtenir des informations complémentaires sur les produits (voir ci-dessous). Bref, expérience positive, merci.
is not possible to contact directly you by mail address. I need information about an item :
The item (DATE DISK GUARD SCREW
012.354) is no longer available to order in your site, because this item is no longer being produced by the manufacturer.
Could you please recommend me an other similar item compatible with the 4R36 calibre ?
Please can you answer me ?

Unfortunately I would advise you to avoid this scamming company who sell faulty items and won't pay for the return postage nor will they refund there selling faulty items avoid

Je suis très déçu de la société CousinsUK je suis réparateur de montres
J'ai commandé des pièces de montres et payé ma commande avec ma carte bleue la commande à été confirmé par Email avec un numéro de commande.
Je n'ai jamais reçu ma commande et cette société ne dispose pas de numéro de téléphone ou d'un e-mail permettant de les joindre.
Il y a une gestion prévue via le compte internet mais j'ai perdu mon identifiant et mon numéro de compte et il est impossible de la récupérer
Aucune solution pour le suivis de mon colis payé n'est prévu !
Ou est mon colis ? A t'il été envoyé perdu ? impossible de le savoir !
Je ne conseille pas de commander chez cette société pourtant très connue surtout en UK
Vous n'êtes pas sur de recevoir les pièces que vous avez payés c'est à vos risques si le colis est perdu !
C'est un grand danger pour vous

We have used Cousins for many years and are very happy with their service. Every company gets IT glitches & carrier problems in the modern world. Don't measure glitches, but how they're handled. Tiny number of problems we've had have been swiftly, politely, even generously fixed. Things can always be improved, but we find them the best. We use them all the time, and we recommend them. Great firm.

The product did not perform the task it was said to be able to do on their website.
When I sent in photos and described the problem and asked for a refund I got refused because they said nobody else had complained.
I would want the company to check the quality of this product and apply accurate descriptions.

Beware of what you purchase from Cousins UK. You cannot return most items as they hide behind a "specialised item so we cannot accept returns" policy.

This is despite there being NO mention of an item being "special" on the product page. Any other website, B2B or otherwise will mention if an item is returnable or not.

The super special item that I wanted to return? A watch glass.

What can I say that hasn’t already been said by others here and on various watch forums - if only I’d seen before placing an order with these crooks.

My story goes - Placed an order with 48 hour delivery for a screwdriver I needed whilst back in the UK for a short period.

2 weeks later nothing had arrived so I messaged them (they refuse to issue a contact number or email address which immediately raised alarm bells…).

Rather than an apology they immediately and arrogantly tell me to read the T&Cs and basically it’s not their fault and I need to make a claim with Royal Mail….now I’m no expert but surely failure to deliver goods purchased online should sit with the retailer and not the customer?! Even if it doesn’t any decent retailer would look after their customer and do the right thing.

Royal Mail have told me they’ve never received a parcel from them so not their issue…..so I’m now out of pocket.

We’re talking about an £18 screwdriver here, small fry that they could have easily rectified for me but instead they choose to treat me with absolute contempt.

Without shadow of a doubt the worst company I’ve ever come across online - for what it’s worth I’ll pursue a refund with my CC company as no point arguing with clueless stupidity.

I really hope one day someone takes these con artists to task and teaches them a lesson.

REPLY TO BELOW
Sam - As you very well know that date has been and gone and I’ve spoken with Royal Mail who say I can’t put a claim in as they never received a parcel.

If only you put as much effort into keeping your customers happy as you did defending your arrogance you’d be in a much better situation don’t you think?!

Still no offer of a refund or a replacement!

YOU’VE BEEN WARNED EVERYONE.

As an independent jewellery designer, Cousins have been one of my go-to suppliers for years now. I've bought machinery costing thousands, to hundreds of small polishing bits costing pennies. Cousins have delivered every time. Their website is easy to navigate and I always receive what I order. Their returns policy is clear (if you make a mistake with ordering an item they won't take it back), so make sure you know what you're buying. Not difficult. As their target clientele is the makers' trade, and speaking from experience, buying something by mistake isn't a problem as there will always be a use for it down the line. Additionally, when I've received anything which has been defective through manufacture (only happened one or twice in the many years I've been using Cousins), they've refunded my money with no problem. Prices are very reasonable and for jewellery supplies, more often than not, are cheaper than their competitors.

Cousins are a specialist trade supplier so my advice for anybody that's not in the trade, speak to someone that is who can help you with ordering. It's very standard for trade suppliers to not be able to advise you on your purchase due to liability. Nothing new.

I've been using Cousins for years and will continue to do so for many years to come. Would give more than 5-stars if possible. Cheers Cousins!

I have had many deliveries from Cousins and every one of them has been faultless. All items in stock and fast delivery. I had a small problem with an escape wheel on one order which was sorted quickly and personally with excellent comms. I am a very happy repeat customer.