CousinsUK Omdömen 

Last year I’ve started as trader and open an account with cousinsuk. Everything went well till today (9th March). I’ve place an order online through my account and it was accepted like so many other orders. I was trying to chase my order online and couldn’t find it. Open a few help tickets through the online website and kept getting the same response all the time, (take my watch to a professional)??? Well I’m the professional trying to get the parts and tools I need? How does that work. There was no previous emails or notifications saying that something was changing in terms of who can open an account with this company, the customer service just answered in arrogante tone saying that my order was revoked and I have to find a professional to fix my watch. I’ve got my refund but I think the attitude is absolutely disgusting.

I've read a lot of awful rewiews but after a long wait everything arrived perfectly, it took a month wich it's not half bad considering I live in Italy.

I'll start off with the good: CousinsUK has the best selection and prices you will find, which is why many watchmakers are inclined (and basically forced) to use their service; they have items/parts that no other watch suppliers have.

There is mostly negative reviews regarding their customer service, which I completely understand as it's almost non-existent on their website. My personal experience has been good. I've had one item that was shipped to me faulty, and it was a very cheap item to replace so they did that free of charge (after having to provide photo/video evidence of the faulty part). I can't imagine them doing this for any expensive part, and the cost to ship it back to them isn't worth it.

Now the bad: I am not located in the UK, and the only "affordable" option for shipping is "International Signed ROW, Royal Mail." The shipping says "3 to 9 business days"... I have 18 total orders with Cousins over the last 3 years, and not a single one has come in under 12 business days. Most take more (try 15-20+ business days). I get items from AliExpress quicker.

My review a year ago might've been 4 Stars, however due to Royal Mail not shipping internationally for a few weeks (due to cyber attack), I was forced to use other stores. This is when I found out that if you pay $1-5 more per item from other watch part suppliers, you will actually get your stuff within the promised shipping time. It's hard to go back to Cousins after that.

I've got an order in right now that was still isn't here despite being dispatched 10 business days ago. I can't wait to get my stuff in another couple weeks!

EDIT (after Feb 16th reply): I'm located in Canada - local suppliers ship via Canada Post/Purolator, Intelcom, etc. From watch suppliers outside Canada, I've had good experiences with DHL, FedEx, UPS (always 2 weeks maximum).

I would love to choose UPS from your site, however it comes in at $58.24CAD minimum which isn't sensible on orders where my total is usually around that amount. TNT International is another option although I don't think I want to pay $262.39CAD for that either.

I understand the cyber attacks/strikes, however as previously mentioned, these issues have been prominent for 3 years. My order placed on February 1st has been in Milton Keynes since February 7th (it is now the 21st). As a company, you can hold your hands up and claim no responsibility, however this doesn't make your service any less disappointing.

EDIT 2: The "3 years" is the amount of time I have been purchasing from CousinsUK, and as I said in my original post, I have never experienced shipping times near what is stated on your site.

You are correct in saying you have competitive pricing (both carrier and product) ESPECIALLY when choosing Royal Mail. For example, Esslinger shipping to my location is usually around $30.00CAD, whereas my most recent order with you was $23.81CAD for Royal Mail shipping. This difference in price is negligible though, when you consider that I get any Esslinger order within 2 weeks but would be lucky to get a Cousins order within 3. The issue is shipping times, not price.

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.