Well what can I say a truly awful company. I ordered 2 leather sofas. The quality of these is way bellow par. Less than 2 months. The seats creek and crack. The cushions have degraded to such an extent you can physically see where your legs have been. The arms are lacking padding and look a mess. On 1 leather sofa you have two levels. So a person sitting to the side of you is a good 2 inches further forward They sent a technician the best they had allegedly and it looked worse after he had messed with. Customer service is rude.

Shockingly bad service from Cousins Furniture. Purchased an extending table which wouldn’t line up despite 2 “technicians” trying to do so. After numerous calls and complaints they tried to exchange THREE times and each time there was an issue with the replacement. They are not proactive in trying to resolve the issue and I had to constantly chase for updates despite their customer service dept stating they will be in touch. Would never purchase anything from them again and would advise against anyone else doing as also

Nice showrooms. Eager to get orders staff. Poor customer service. Rude, and very arrogant. Furniture is Not up to the required standard Less than 56 days. Leather seats are sagging despite their literature. The seats and front of seats deformed to show legs in print. No attention to detail, poor quality charged at a premium price.

The person I dealt with was extremely helpful in helping me choose my new sofa.

Ordered a Picture advised it would take 3 weeks, at 4 weeks chased to be advised they had lost it in the warehouse! Totally useless! Would never use again!

TERRIBLE SERVICE/ HORRIBLE. TERRIBLE SERVICE. HORRIBLE AFTERCARE. Was sold a marble table set £2500! 2 tables 12 chairs. Arrived late as per usual. Table arrived damaged, they sent an engineer to have a look. Then called me up to say they will give me £50 per table compensation! The cheek! I asked for a replacement. They said no! I asked for a refund, they said no! They want me to go to the furniture ombudsman..im going straight to court with these guys and involving the press! DO NOT BUY FROM COUSINS!!

Made purchases in the bedroom furniture & mattress departments. There was a great deal of choice in both areas, of high quality products in a good price range. The members of staff I dealt with were excellent; on hand to deal with queries & to offer advice but were not obtrusive. I would certainly make Cousins my first choice for buying furniture etc in the future. The only thing I disliked was the difficulty finding the car park. Gave up in the end & parked in a side street. Might be worth putting a sign up.

In April we purchased from the Tyseley store a reclining sofa and matching chair made by a well-known manufacturer with a supposed 10-year guarantee and we noticed within one week that large marks like stains were appearing on them. After 10 days from delivery date we contacted Cousins Customer Service Department in Dudley who said they would arrange for the manufacturers technician to contact us within 48 hours and come to see us . Having not heard we sent an email to Cousins attaching photographs of the marks, which were increasing, and that we would accept the same furniture with another fabric, or a refund. After two weeks the technician came on 10 May on behalf of the manufacturers. They did some tests but did not know what had caused it and suggested it may be the Guardsman treatment, or lack of it, which we had paid for. After several phone calls to Customer Service asking for a decision and excuses we were told that a Guardsman technician would be contacting us. He came on 2 June but his tests proved negative although he said the fabric was made from Chenille. We were not told that there was chenille in the fabric and would not have ordered it if we had, and as a result we contacted three other retailers to ask what the content of this fabric was who all confirmed it was 56%Polyester 39%Acrylic 5%Viscose. On 8 June we had a phone call from Cousins, and a letter, stating “The shading is a characteristic of the fabric.... and they would not be refunding us”. We decided to contact the Furniture Ombudsman of which Cousins is a member who sent a technician on behalf of FIRA on 3 August but his report went back to the Ombudsman saying the shading is a nature of the fabric, which the Ombudsman has accepted and says we have no case. The Ombudsman advised that we should have researched the fabric before ordering the furniture, but who has this information available at the point of ordering? The salesperson did not tell us that it would cause shading. We were very disappointed with the decision of the Ombudsman, and as far as Cousins is concerned will not be buying from them again. Friends and relations who have seen our furniture think it is disgusting the way we have been treated by Cousins.

If there was a zero stars for their customer service I would have selected this. Ordered a sofa from Tysley store spending a couple of thousand. Never once did we receive a phone call from them and had to chase every step of the way. Told many different and contradictory things about where our order was in the system. It was in Manchester depot but a week later, no it hadn’t got there yet, and so it went on! Eventually called on day we were expecting delivery as (of course) they hadn’t called us to let us know a time. Was told they couldn’t tell me what time it would arrive and the drivers were too busy to call to let customers know! I was the sixth such call the lady had had that day. I was them promptly hung up on mid sentence. Left to wait in the whole day - just hoping it will turn up!

Place a large ordered at the salford store was told mid July for delivery ordered in may . Rang to chase mid July was told a further 5 to 6 wrrks . Spoke to manager explained said didn't see how advisor would say mid July when he knows delivery expectations suggesting I was lying . Said I was going to cancel the order said I couldn't . No apology for being given inaccurate and misleading time scales . No offer to chase the items up to help speed the order .

Three and a half months wait for my sofa. After paying £49.95 for delivery ( I live less than two miles from their Dudley store) it turned out to be the wrong type of leather and BLACK instead of BROWN. I obviously declined it and they took it away, but surely it should have been checked before it left the warehouse? I felt sorry for the delivery men who were very understanding. I am waiting to see how Cousins rectify this but at the moment it looks like a 7 months wait now if I don't cancel the order. So far, the customer service has been very poor and they have failed to contact me when they promised. I will wait to see what they say but spent the weekend looking for alternative at other stores with far superior customer service.

Well if you are reading this before you have purchased anything from Cousins furniture good because you might not want to after you have read this, my story is too long to write down as my complaint went on for 10 and a half months in all. If you have a problem you would think that customer services would be able to sort out your problem but in my case it got much much worse before it got anything near better. I report my problem to the office of customer services, phone messages never got passed on to the relevant person, emails were not always answered orders were missed placed , one girl blamed another girl who had conveniently left the company for mistakes that had happened, when I questioned about this it was denied, the technician came out to my address on three occasions, one visit was a waste of time due to customer services mistakes it was one mistake after another, what took over ten months could have been done in half the time if it had been done properly. I have letters and emails and photo’s to prove these facts as no doubt they will be denied in any answer Cousins wish to make, in the end I obtain the contact details of the department manageress who got things somewhat a bit better. I agreed reluctantly to a repair at first waited 3 months for a part to arrival from China then when it came it was the wrong part, weather it was ordered wrong or China got it wrong don’t know. It was then agreed for a new replacement all together which l wanted in the first place, one was sourced in the warehouse, this was checked other by Cousins meticulously before delivery they said, then when that arrived there was a big black mark on it so we sent that straight back . So a new complete replacement was ordered from China and we waited another 16 weeks for manufacture and delivery, that arrived and thankfully the nightmare comes to an end. After my own experience l would be a fool to recommend Cousins to any one, no doubt they sell some nice furniture, but if you have to deal with their customer services good luck to you, l always wondered why it took so long for them to answer my emails and return phone calls, but if you look at the reviews and else were you will see why because of the many complaints they have they are extremely busy, says ever think. The other furniture company’s must be laughing all the way to the bank because Cousin’s loss is there gain. I do not like to complain but a review is a review weather it be good or bad the truth will always come out so l thought l should share my bad experience of Cousins furniture so called customer services. I was reluctant to give any star but you have to give one to start your review which they don’t deserve.

I pays for a 3 seater sofa and chair took abt six weeks come when it came in the van they could not get through the door live in room door but they managed to get through front door they took it back to the shop I phoned sales man at the dudley he says to get upstrer wood cost extra 4hundred pounds for him to fit the sales man says we lose money on that sofa if we sell it we make loss on it I pays over 2000thousnd for it wat a joke its mine not is to sell any way get no were with it I agreed for a upster to come to take a part and get through the door then made complaint to manger he says to ways to do theis we cancel you contract which how us 500 hundred pounds and lose your goods or pay 400 hundred and get it paid to fit the door so and no opsion but to pay not got a leg to stand on fair tradin r on side and comensmer council I said Argos change it he says we not Argos well that' right you make sure it fits I been to citszen advice looks like they got legal right to you and rip you off they do not help you just take you monney off you they greedy bunch off Turpin's any way Turpin live close on you back he all so said we have cousins delver to thousands costmers they happey but well they be happey when thy got to pay extra they should be named and shame keep well a way from cousins they will sham you they want put up wall and shoot in and they robb old woman they do not care who take money off

I had a sofa delivered at the beginning of July. It was damaged on delivery. A technician came and took photos and it was agreed it would be repaired. I have rung the store several times to chase it up and each time I've been told that no one has ordered the parts. This afternoon I spoke to a young girl who basically told me if I didn't like what she'd told me then it was not her problem. We paid over £2000 for this furniture and as far as I'm concerned now they have my money they're not Interested in sorting out their mistake. I would not send a penny with Cousins again.

I brought a( Superb Baxter sofa & 2 chairs) in 2011 from Cousins & In 2015 the leather started to peel on the back of the sofa . I contacted Cousins and was told it was not a manufacturing fault. I paid Cousins to send a technician out and inspect it and he agreed it was not a manufacturing fault. I have been told it is caused by oils & chemicals in the skin coming in contact with the leather. Should this be the case then the leather is at fault & not fit for the purpose of sitting on. I was told the sofa & chairs were real leather & even went for a higher grade of leather. I also brought all the right cleaning products from cousins. I feel very let down by cousins I don't know how Cousins can turn their back on the problem by saying it is not a manufacturing fault & carry on selling sofa's made in this type of leather knowing it will peel. As long as they have been paid good money for the item they don't care.

I purchased a three piece suite in January 2015. I was told that delivery would be 4 - 6 weeks. 6 weeks came and went, no suite and no contact from Cousins. I rang Cousins who advised me that someone should have rung me and told me that it wouldn't be 4 - 6 weeks but 8 - 10 weeks. 10 weeks came and went, no suite and no contact from Cousins. Yet again I contacted Cousins who advised me that it would be about 12 weeks and they would contact me. They contacted me in 12 weeks asking for their money and to arrange a delivery date. Suite was delivered and was found to be of poor quality. I contacted Cousins and an engineer came out who confirmed a replacement suite was required. A replacement suite was ready to be delivered 4 - 5 weeks later. When they came to deliver they weren't sure if it had been scotchguarded which I had paid for so back it went. It was delivered a week later. I have had an engineer out again replacing covers. I have never been and will never be happy with this suite. The customer service at Dudley was very poor and the salesmen didn't want to know. The customer service at Oldbury was hard to get hold of. I would never buy from Cousins again and never recommend to anyone.

Bought a piece of furniture and been waiting for 14 weeks now. Promises, promises, all empty promises. I really think you need to have a good look at yourselves. Customer service is virtually non excitant.