Cousins Furniture Shrewsbury Store — Hotel in Great Britain

Bad Experience – A Must Read - Purchased 8 chairs and a table.

First went wrong when they told us the chairs were always in stock, so we finished renovations and went to order them to be told there is an 8 week wait for the chairs and 16 weeks for the table.

Cousins then said we would have free delivery, and forgot to take it off the bill. When questioned they said there is nothing they can do about it now and would give us a discount next time. I then noticed they had charged £10 per chair too much compared to the in-store price so made them cancel the order and re-order it with the correct price and free delivery.

Cousins kindly offered to lend us a loan table and chairs as we spent a large sum of money. We then had to chase up delivery of this loan table as we were forgotten about.

Unfortunately, the 8 weeks chair wait turned into 16 weeks and the 16 week table wait turned into 30 weeks.

We had to chase up the order updates when delivery deadlines where not met, we even went into store to complain and told the manager isn’t available to speak to us and no discount was available.

On delivery of the chairs, 3 chairs had faults or imperfections. The delivery drivers kindly swapped them on the truck for another customers chairs as they knew we had waited so long, but unfortunately meant the customer after us got the faulty ones.

Once we had conformation of the table coming in, cousins could not then deliver for a further 2 weeks, I asked if we could pre-book a date but they refused.

We took out insurance to the table that kicked into action after 16 weeks and we didn’t even have the table. They gave us a care pack for the table implying it was free, then we noticed £50 on the bill for it (seemed a cheeky up sell, especially since we had insurance).

Overall, lying at point of sale, poor communication, and late delivery of damaged goods. We will not be spending money...

The worse company, I ever bought furniture from. The long story short as still is ongoing and nothing has been resolved. We bought on 5th of June 2021 dining and coffee table, plus six chairs. One month later 5th of July we received damaged dining and coffee table, and 3 out of 6 chairs. I raised the issue on the same day of the delivery but nothing has been done, until March this year as the women who dealt with my case left the company. Finally, when I saw light on the end of the tunnel, I was disappointed again!! Cousins agreed to order new set of dining and coffee table, only to arrived damaged again. Twice they attempted to deliver the other chairs bit the wrong ones. Only yo be told that our originally ordered has been discontinued. Initially they agreed to replace it with another set, we wanted to go with marble but they haven't got the colour which will match our furniture. Then we asked for our money back but only received very rude email from the Purchasing Director of Cousins, that we cannot replace the furniture only they can give us new six matching set of chairs. Then being forced and worried that I won't be able to have my money back, we have to reselect new wooden dining and coffee table, very similar to what we already have got. But this of course because of the inflation come with a bit over £1000 we have to pay. I am not happy to pay extra for something that is not my fault, if I had not damaged furniture and the full set of my chairs, l will not be in this position that I am now. Still no furniture, no money, out of pocket and dealing 17 months with something that can be simple purchase. I do not recommend Cousins to anyone. Paid to insure the furniture and seems, I lost the insurance as well as I've got...

Poor customer care

Purchased a leather 3 seater settee and leather chair for £2000 @ Christmas purely on the repute that Cousins is a reputable local company and perceived to sell quality products.

Was sold the latter via sales whom commented that there products would return to their original condition, due specifically to the internal cushion quality springs. Also the suite had a 12 month warranty.

Within 6 weeks the leather chair seat cover became stretched and puddled. This meant the chair seat cover itself became loose looking!

Unfortunately there is a contract warranty clause that if you claim outside the initial 4 weeks, the product can only be repaired.

Upon survey, the chair problem was deemed invalid as the cushion did return to its manufacturing position, even though the puddling was clearly evident. The puddling remedy was identified as only needing hard foam insert below the cushion however Cousins customer services refuse to undertake such a simplistic repair.

I'm now left with a substandard looking £2000 leather suite.

Please be aware as this issue may probably happen to you with Cousins customer services promoting very little sensitivity towards the customer.

Next time I will go to a more reputable UK company, whom treats customers with respect!.

In response to Cousins response I am now regretfully feeling so strong about the issue I'm referring this to the Ombudsman. I implore all customers to review whether they wish to purchase with such poor customer support. ...