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

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Latest Reviews

★☆☆☆☆

“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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★☆☆☆☆

“Disgraceful treatment of elderly disabled lady”

Written on: 28/07/2013 by v.mullaney (1 review written)

My disabled mother was told by shop assistant Carl that a recliner chair would take 4 - 6 weeks to be delivered. She needed the chair to ease symptoms of severe celulitis and this was explained to Carl. We would not have ordered and paid for the chair in full if the time scale had been longer. Although Carl was extremely rude and unprofessional (Saying rude things about my mother's weight and how she walked0, we ordered the chair and my mother paid. Nothing was mentioned about a possible 8 - 10… Read Full Review

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★★☆☆☆

“Still Waiting”

Written on: 04/07/2013

Ordered my suite on 3 February, after two contact calls made by me 7th & 9th May have been loaned two small sofas as our old furniture had been sold and we had nothing to sit on. Was told that the furniture would be delivered on 20th June. 25th June had a letter stating that the future should arrive in their Distribution Centre, week commencing 15th July 2013. If it arrives then, what time do we expect furniture. What a socking organization. If it had known that it was going to take at… Read Full Review

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★☆☆☆☆

“Disgracefully very upset”

Written on: 06/06/2013 by Beknlee2111 (1 review written)

Me and my hubby ordered a sofa on 15th advised delivery would be 12-14 weeks paid deposit and some of sofa totalling just over £700. We still to this day are awaiting delivery , cousins have never rang us to advice us of any delay it has always been us chasing them. We were told we could have the display model but still wanted full price for it I have never been treated so badly by what is supposed to be a good company, I have had no offer of compansation I asked to cancel my order as I am… Read Full Review

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Beknlee2111's Response to Beknlee2111's Review

Written on: 06/06/2013

15th January this sofa was orderd

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V.mullaney's Response to Beknlee2111's Review

Written on: 28/07/2013

cont'd - We were told 4 - 6 weeks delivery by Carl but this was not believed by the Dudley Branch Manager. The manager also refused to cancel my mother's order although I had found a replacement chair from another company. He then magically arranged for the chair to be delivered within 24 hours. and said that I was ungrateful because I wasn't happy with the service. At no time did Cousin's contact my mother to explain anything and when she rang Carl and other staff were simply dismissive. I am currently complaining to Head Office.

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★★☆☆☆

“Poor quality furniture”

Written on: 30/04/2013

We bought a sideboard and coffee table from the Tysley branch. On delivery the sideboard doors had holes for the handles drilled in the wrong place and visibly filled, so we refused to accept it. After some chasing we had a replacement delivered. This sideboard had a footprint on the side of a cupboard and two badly fitting doors, so Cousins arranged for a repair person to fix these problems. On asking why the first delivery had quality issues Cousins told us they do not check items before… Read Full Review

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★☆☆☆☆

“NEVER EVER BUY FROM HERE!!!!!”

Written on: 16/04/2013 by Consumerquest (1 review written)

The basics of it are I ordered a sofa back in September 2012.. As of today 16th April 2013 I am told I wont have my correct order until Mid May... 8 MONTHS!!!! I was originally despatched a sofa that looked and felt as though it had been put together with sticky tape, a complaint was raised with head office and a technician came out. He agreed that the sofa was in a terrible state and would advise a replacement. I accepted this as I was told I would have the replacemtn Mid Jan/Feb at the… Read Full Review

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Thejoness's Response to Consumerquest's Review

Written on: 24/04/2013

We are having the same problem and agree with every word what terrible furniture we also had a c arpet from them carpets fine but the fitting left alot to be desired

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★☆☆☆☆

“Product and Protection”

Written on: 04/04/2013

The sales staff and the young lady answering their 'phones at Salford are extremely polite and helpful BUT save any money you might consider spending on Guardsman insurance for your purchase! It appears you are covered for almost everything until you try to claim! I bought, as quality leather recliner, what now looks anything but as colour peeling off to reveal orange/tan colour where back of my head rests and on back where my hand rests occasionally (not so steady on my feet!) suggests a… Read Full Review

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★☆☆☆☆

“NEVER USE THEM! WASTE OF MONEY”

Written on: 11/03/2013

PAID £3000 FOR A SOFA AND THE SPRING IS COMMING THROUGH THE LEATHER. NO AMOUNT OF PLUMPING WILL SORT IT. HAPPENED 8 MONTHS AFTER I BROUGHT SOFA AND THEY JUST FOBBED ME OFF. THE GIRLS IN CUSTOMER DEPT HAVE NO PEOPLE SKILLS AND SHOULD BE SACKED. NEVER EVER GO TO COUSINS UNLESS YOU WANT TO THROW YOUR MONEY AWAY. BROUGHT IN TYSLEY… Read Full Review

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