Cousins Furniture Dudley Store — Hotel in Dudley

If I could give a 0 I would. I purchased some goods worth quite alot and upon delivery the goods where damaged. I asked the drivers to take the goods back and they had refused advising I need to speak to the store and they had taken the pictures and sped off.

I spoke to the customer service whom informed me the drivers should have taken it back but they didn't. And now I have to wait to see what the powers above decided or go to the director to decide. I would not go hear again or recommend this place. With such high ticket values there is no real ownership or care.

All I want is the goods delivered in the same manner of the high valuation and eagerness to take the money.

I have requested for the goods to be resent without damage and I will update accordingly the response and the struggles.

Additionally the calls should be recorded and the vans should have tracking for the furniture ombudsman to recognise the journey and how the goods came in a poor poor poor manner.

If you own this business invest in your drivers and deliver care of the products with ownership awareness.

Update 28th April now they are saying that the drivers haven't dropped the item. Well I don't care who damaged it within there business the fact is the item has come damaged. No real ownership and another sla of 48 hours for the warehouse manager to call me when the driver has taken the pictures when they dropped it off of the damaged table. This company are crooks in my opinion and definitely would not recommend them. They looked at replacing the table first but die to being out of stock they have changed their tone and not wanting to take ownership now saying they didn't damaged it and apparently I damaged it while the drivers where here when I called them straight away this company is the worst and words cannot express the regret I have with selecting them. Will give further update of there none ownership as the vehicles have tracking and should recognise me calling their office as there calls are recorded and the drivers running off.

AVOID AVOID AVOID.

Dear company I cannot reply to your review message but a refund was offered for the table being damaged of 120 pounds this is not good enough when the table costed nearly £1000. You have now made arrangements to take the table and will have to wait 14 days for my money back. If only your ethics of taking the money was as quick as giving refunds. Again never will go to yourself again or recommend to anyone. When reviewing all your comments on customers giving reviews it comes very robotic and copy paste... leave a personal tocu and ownership that's key as you state you are a family run business but ethics of a...

Me and my wife went into the Dudley store today and from this experience we won't be returning and will make sure to let friends and family know to avoid also.

To begin with we were shocked by the condition of the outlet store (damp, cracks, buckets of stagnant water?) but I can see that the front of the main shop is being modernised so maybe there is hope for the outlet store.

After much deliberation, my wife and I decided we wanted to inquire about a king size bed frame and also a sofa with matching armchair. The first battle was that the outlet store was empty, not a soul in site. So I decided to walk over to the main store and initially the staff upstairs seemed friendly but told me to go to the staff downstairs.

The staff downstairs, oh my. Three men, no uniforms, no approachability what so ever. I asked the first guy if he could assist and he practically ran off to his colleague, the second guy seemed agitated that id requested assistance, he then pointed me in the direction of a third individual who was quite frankly unbelievable. I explained that I wanted to discuss the items I'd mentioned above and he awkwardly laughed and said 'right okay' then proceeded to walk at a snails pace with me to the outlet store.

When we finally got to the furniture we were interested in, we expressed that there were multiple items on the shop floor that were the same but some had damage and others not. We wanted to pair a sofa with an armchair that were both in perfect condition, to which his reply and to be honest I can't actually believe it. He said that we would have to move the sofa and armchair together if we wanted them.

The whole conversation with this gentleman was unprofessional from his part, he had absolutely no interest in helping us and quite frankly appeared to have no sales training. I asked him if anyone could assist and he simply replied no and laughed.

After I had already started to get frustrated with this gentleman he then mentioned that i would have to crawl around the bed and ensure that no parts were missing which is crazy but I was fine with that but the laughing and unprofessionalism that accompanied was enough to put me off.

My overall conclusion was that the store has the potential to be great as I could imagine it was in the past, however, the staff simply do not have a clue. Not approachable, not identifiable from customers, definitely no sales ability and lack of professionalism.

I was absolutely committed to the purchase of the furniture but the staff and by default the business, put...

Purchased a dining set from cousins but I am very very disappointed with the in store customer service as well as the delivery service. I have yet to even receive the item ! A quick summary, I've been somewhat misled on the pricing front and definitely been mislead on the delivery front. After raising the issue to customer service attention the acted as if they did me a favour !

' sales person sold the dream but failed to deliver on all fronts that was promised '

my negative experience is as follows

Sales individual that tended to myself mislead us on the pricing front. Was verbally offered the dining set for X amount to begin with, but at the point of comitment (further negotation) the price started at a higher rate. Not a lot of money £70 to be precise. However, due to my circumstances against my better judgement I decided to proceed ahead. My priority was to get something in as soon as possible.

I was told that item is in stock and worst case scenario I would receive the item within 2 weeks and very likely I would receive it in a few days. A week after placing the order I rang up to check on the delivery date and was told someone would call me back. That did not happened and when I call back the next day the personnel that tended to me held herself in a manner where she did me a favour expediting my delivery for (3 weeks from the purchase date) stating if she didn't called the warehouse manager I wouldn't even get it for that time due to how busy they are.

At the time of writing this review on the website clearly states express delivery available. There is nothing express about 3 week wait time for something that is in stock especially the sales individual stipulated a much lesser time

My advise is if you were to ever make a purchase with them please make sure delivery date is clearly stipulated and every agreed upon detailed to be...