Cousins Furniture, Dudley Reviews - www.cousinsfurniture.co.uk

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Latest Reviews

★☆☆☆☆

“Rubbish quality disgusting customer services”

Written on: 27/03/2015 by KaylahCahill112 (1 review written)

had 2 snd 3 seater delivered 24th jan looked fine, few weeks past recliner started clunking and stitching coming undone, rang 8th feb, technician came out 19th feb said whole recliner frame manufacturing fault and not enough cotton to finish off properly. Hubby made 12 calls to oldbury customer services , never called us back he asked for refund director said no refund should have said faulty on delivery hubby said I would have rejected it if it was. Then told replacement ordered 6th March be… Read Full Review

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★☆☆☆☆

“Poor customer service”

Written on: 25/02/2015 by edinjecko (1 review written)

Visited the Cousins store in Manchester 25 Feb 2015.They have a clearance sale on for a while but don't be taken in! A lot is old display merchandise with damage in places.The sales woman in the furniture department couldn't have been less helpful about a chair I was going to buy.If you want it delivered it will cost £49.If you want excellent customer service this place is not for you.May I suggest a more pleasant shopping experience at Housing Units in Failsworth.Delivery charges by the way… Read Full Review

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★☆☆☆☆

“Terrible customer service!”

Written on: 21/02/2015 by fadelight1970 (1 review written)

Cousins customer service is disgraceful! Took over 2 months to re-deliver a sofa that would not fit into the property. Chased them up on a daily basis only to receive generic and dishonest responses. Damaged the sofa and our property bringing the sofa in. Patched up the sofa but not the damage to the property. No apology, no compensation at the end of it. Would not use again… Read Full Review

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★☆☆☆☆

“Bad customer service and no item”

Written on: 31/01/2015 by jennyblackburn (1 review written)

We ordered a sofa 3months ago with a somewhat pompous salesman who laughed when we asked about christmas delivery (even though there were big stickers on it saying christmas delivery) he then made out we where stupid for wanting it for christmas. 3 months later still no sofa and now a change from the carpet people we ordered our new carpet from as they have had to hold the stock so long (we can't fit new carpet until old one is removed) and the staff seem to think this is the carpet companys… Read Full Review

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★☆☆☆☆

“Complete joke!! ”

Written on: 05/01/2015 by Collinsba494 (1 review written)

We ordered two lamp tables from the Manchester store and paid £100 deposit. We were told that they would be available to collect in three to six weeks. Almost eight weeks later we hadn't heard anything and so we called them to be informed that the manufacturer had stated that they were out of stock and would not be available for at least another eight weeks!. What a joke! A Four month wait for some tables! It's funny because after we had ordered the tables my mum told me that a family friend… Read Full Review

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★☆☆☆☆

“Good furniture but bad customer service and sales people.”

Written on: 04/01/2015 by 474Parker (1 review written)

Cousins Furniture store used to be a high quality premier store in Birmingham. How times have changed i will honestly never shop there again. DREADFUL SERVICE. being lied to by PAT WALDRON. Placed an order on 20th of November for Hypnos mattress and leather bedstead. They wait until 2nd of January 2015 to tell me that they can't get me the Hypnos orthos cashmere mattress as its a special model made from other retail stores. (Phoned hypnos who told me thats not true its one of their standard… Read Full Review

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★★★★★

“Awesome staff”

Written on: 19/11/2014 by rjbarnett (1 review written)

After reading all the reviews prior to my first visit was quiet the opposite of service I received. No language barrier; racist remarks: staff professional and very welcoming. I met with manager upstairs and downstairs and had no concerns at all. Both were helpful with any questions prior to purchases and had a solution should things go wrong. I bought 2 bedroom suit; 8 lamps; sofa suit; side tables; ; dining sets: mirrors; paintings; console table . Service is first class with managers and… Read Full Review

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★☆☆☆☆

“A catalogue or errors”

Written on: 13/10/2014

I would like to have leave a positive review for this business. I really like the furniture they have and the prices were quite reasonable however the customer service is shocking and in my case is just a catalogue of errors (I wish I had read the other reviews for this business before buying):- 1) The order was initially placed wrongly with different coffee table to dining table. Not picked up until we check and queried it. 2) Been though we were given a lead time of 6-8 weeks we are still… Read Full Review

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★☆☆☆☆

“Very poor level of customer service Dudley Branch”

Written on: 25/08/2014 by 436Little (1 review written)

I came to this store on 24/8/14 with my parents. As my parents don't speak good english I accompanied them to purchase a wardrobe. My mum found a wardrobe that she liked and we approached a sales agent I had asked the agent if he could arrange a finance deal to which he had agreed. I left him to arrange the paper work and I continued browsing. I then went back to the desk and there was no one there. My parents returned to inform me that they were told to pay in full. At this point I was very… Read Full Review

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★☆☆☆☆

“poor customer service and delivery”

Written on: 17/06/2014 by NikolasHarris401 (1 review written)

Purchased bed and chest of drawers in February only got the bed which came with missing parts. Check of drawers now pushed back another 7 weeks on top of the agreed 16 weeks. Customer service full of lies and keep blaming their supplier for faults and delays. I didn't buy from supply I bought from cousins so the problem with supplier is not mine but theirs. Am in the process of requesting refund. The bed is beautiful and we'll built however cousins absolutely useless and and very… Read Full Review

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★☆☆☆☆

“21 weeks and still no delivery - terrible company”

Written on: 05/06/2014

Placed my order on the 24th Jan 2014 for a sofa and 2 chairs, it is now the 5th June and still no delivery!! Cancelled my order this week as I am sick of waiting and sick of their excuses and total lack of customer support. Mentioned to Cousins and Oldbury I needed delivery prior the 24th May as we were away on holiday, I was told delivery would be made by the 18th and they would be in touch to arrange. I left this until the Friday and telephoned them to find out what's happened to my delivery… Read Full Review

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Topic63's Comment

Written on: 06/08/2014

Won my deposit back off Barclays but the fight goes on, have taken this up now with Trading standards as they have obviously found a loop hole in the regulations that they are exploiting.
For future customers information - if you want to cancel your order due to failed delivery, you are cancelling the contract NOT the order as they are in breach of contract. Do not accept any excuses regarding 'Bespoke' items cannot be cancelled as this is their attempt to withhold your deposit. As far as trading standards are concerned, they have no legal right to withhold a customers deposit if they are in breach. On another note and another easy get out for Cousins, make sure you get a proper invoice with stated delivery dates as this is another cop out.

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★☆☆☆☆

“Hit and miss”

Written on: 04/05/2014 by Williamson477 (1 review written)

Buy with caution and don't trust their delivery team. Purchased a three and two seat sofa from the Tysley store, the goods eventually arrived whilst within the 8-12 week delivery estimate it was obvious they had not been so quick in placing the order with the manufacturer as the date on the sofas was some six weeks after we placed the order. The arrival day was marred by the three seat sofa being damaged in transit, then started the long battle with customer services..... They are only open… Read Full Review

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★☆☆☆☆

“Dining chair misery”

Written on: 06/04/2014 by Onthespot57 (1 review written)

We purchased four leather dining chairs and two fabric dining chairs in November 2013. When they were delivered the chairs had numerous problems and I contacted the Birmingham store immediately. They said that they would send round a technical adviser which they did - 10 days later. He agreed that the chairs had numerous faults and said that he would send in his report. He also said that he could repair them!! Why would I buy new chairs and then get them repaired? To cut a very long story… Read Full Review

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★☆☆☆☆

“MAD AT COUSINS CERTAINLY NOT MAD ABOUT THEM”

Written on: 20/01/2014 by andeer (1 review written)

I ordered a wardrobe, large chest of drawers, 2 bedside cabinets & a headboard back in Aug2013. Bit of a farce in store about interest free credit but got it eventually (having been offered it by salesman,but then told couldnt have it when we came to pay!) When items delivered they were just left in packaging & big wardrobe in pieces for us to put together - we were told delivery men would do this. I complained & was basically called a liar by salesman, further complaint to Store Manager… Read Full Review

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★☆☆☆☆

“Clueless Customer Service”

Written on: 01/01/2014

My mother purchased a Italian made sofa and chair from the Tyseley branch in November 2012. The chair suffered a manufacturing fault early 2012 and was returned in June 2013. Cousins returned it to Italy, it was repaired and returned but Cousins sent it back stating it was still faulty. It was returned from Italy but Cousins again sent it back but this time they stated nothing was wrong with it, they had made a mistake? Throughout this period of time the Customer services department has… Read Full Review

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★☆☆☆☆

“Never ever shop at Cousins ! ”

Written on: 24/10/2013

I thought I was buying my three piece suite from a reputable company how wrong can one be. I.was persuaded by a salesman to purchase Guardsman cover at a cost of £225 and told it covered everything that might go wrong.it covers absolutely nothing .After 12 months the main frame broke clearly in half & after a lot of time &trouble on my part they came & repaired it. Now 12 months on all the colour has come of the suite & I am told by one of their technitions that it is not covered by the… Read Full Review

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★☆☆☆☆

“Terrible Service”

Written on: 13/10/2013

After sales warranty means nothing. "Independent" assessor is payed by cousins who claims poor quality build is "normal". If you need a second opinion, you have to pay another £150 on top of your warranty just for the assessment - what is the point of warrant? Cousins are very clever at putting obstacles in your path to justify there is nothing wrong with their product. As all the other reviews say, stay away from this company - a business behaving in this way will struggle to survive. Go to… Read Full Review

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★☆☆☆☆

“no customer service after sale of goods”

Written on: 30/09/2013

Once an item is bought the customer service for repairs/replacement is diabolical. It has taken so far 6 months to get a date for a repair!! I would not recommend Cousins for any furniture - once they have your money then there is no aftercare what so ever. Lack of response, not even sure of the size of the part for replacement.......worst experience of purchasing furniture ever. Also, note that according to Cousins, it's against Company Policy to give a refund on any items that have… Read Full Review

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★☆☆☆☆

“Terrible customer service - never again”

Written on: 09/09/2013 by torizia (1 review written)

About 2 weeks ago, I ordered a chopping board set from Cousins which was described as 'stainless steel' and had a photo of the stainless steel set. When it arrived, it was plastic rather than stainless steel, and completely different from the one in the picture. I phoned to complain and was told that they were in a meeting and would phone me back shortly. I waited about 7 hours then phoned again, and was told that they had mixed up some items on their website, and that I would have to pay an… Read Full Review

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★☆☆☆☆

“A bloody disgarce”

Written on: 27/08/2013 by paulmn (1 review written)

Sept 12. Ordered a new suite from Cousins, Manchester. Nov 19th, Took delivery of what was supposed to be a new leather corner suite. Delivery team could not attach the 3 pieces of suite together. They told me they would need to get a different company out to put it together. I informed Cousins the very day I received the suite that the leather on all the seats was badly creased and it would not join together. November 25th, a technician came out to join the suite together, Photos were taken… Read Full Review

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