CousinsUK Reviews 

I contacted Cousins while searching for a specific watch movement. They asked me for lots of information, and requested lots of pictures, all of which I took and sent. Then they replied saying 'please contact your local watch professional for advice'. What an absolute waste of time.

Package shown by UPS as delivered, but I've received nothing. Raised with Cousins, but they've closed my claim as UPS shows the package as delivered (even though I've received nothing). No human support. Awful.

Got my parcel within 2 days all the way to SWEDEN! Fast dispatch and and everything was include. Products were SUPER oily in their packages, like the machine in china was broken or something. Make sure you know what you're looking for couse they are jacking up the price on alot of cheap chinese products.

Placed order at 15:37 yesterday, and it arrived in the post this morning. The communication was very efficient, the price was fantastic, and the service unrivalled. I had to write this review, due to the negative stuff I've seen. My experience has been great and would not hesitate to recommend and buy from this company again.

Shipment tracking shows the package delivered but missing. I don't have any support, bad company

Ordered some clock parts on Tuesday, which arrived as promised 2 days later. Parts were well packaged and protected. The quality was excellent, and the prices were fantastic.

I thought I would write my experiences here.

I have ordered from Cousins at least a dozen times over the last 20 years and have never had any problems. The last order in the middle of the covid epidemic arrived within 36 hours, perfectly packed and exactly what I ordered. Naturally, many who write reviews will be motivated to do so because they have some kind of a grievance, so I thought I'd add my review as one of the silent majority of happy customers before anyone gets spooked by reading the reviews (as I certainly would have done had I not used had personal experience of using them before).

This was my first order from Cousins UK. I wanted some basic watch buckles and bars, and quite a few bits and bobs for jewellery making.

As always (sigh) I didn't read the reviews before I ordered. The site was easy to navigate and I found what I wanted without problem.

I ordered at lunchtime Tuesday and the package arrived on the Thursday.

Inside the well-sealed sturdy outer carton were my items well protected with poly beads. Each item was in its own, labelled, poly bag and the smaller items had been placed in small cardboard boxes - one containing the watch items, the other the jewellery items. A really nice and helpful touch.

The items were all present and correct. The quality seems fine (I'm no expert) and the prices extremely low.

I'm absolutely delighted with this first order. I see that most reviews on here are hugely negative but I can only report my experience. I didn't need to return anything nor contact the company so I offer no opinion on those aspects.

Ordered lot of items and one tiny item that costs £3 (millgrain wheel) did not arrive. When contacted customer services, was told that everything was shipped and CCTV screenshot of someone scanning(not packaging) item was used as a proof.

No attempt was made to fix the situation. The return policy is even worse. if you order something and return in the intact condition in the original packaging, you have to pay 15% of the item cost or £15 whichever is greater. Total ripoff. Customer service is not helpful.

If you buy something from them- make sure you unbox it in front of a camera so you can prove when things are missing. Otherwise, the video of someone scanning an item is used as a proof of shipment... As if things can not go wrong after scanning. They would be better of videoing them packaging items, at least that would be much fairer.

Awful really, no returns and no way to speak to a real person. A total brick wall when you need info advise or to talk to a human being ! It’s like trying to infiltrate the mi5. I’m not keen to return I buy off another supplier who I can call and speak too. My package damaged and no refund, I’m a small business and need to turn money over to keep afloat during covid-19 crisis, this has damaged my credibility with my customers who were waiting on me repairing their watches, no parts no repair service, I’m out of pocket and still no goods ordered,Disgusting way to treat people,Instead buy elsewhere what a shambles I have been faced with... bosses of cousins shame on you!

Ordered a bezel for my 100 year old barometer. No problem with the bezel but it was a few mm to big so wanted to return it. I had all the original packing but when I tried to return it I found to my surprise "THIS SPECIFIC ITEM IS NON RETURNABLE"
Cousins UK did not make this policy clear when I ordered.

I do not recommend this firm and will not be using it in future.

Remember before the internet, when a family business was helpful and prided itself on good customer service?
No. Neither do I.

Have to wait 3 months for a refund because their postal service gave the parcel to a third party. I paid to have a parcel delivered within nine days and now I must wait for three months to try coax my own money back out of this company. That is pathetic service. Judging by all the reviews here, they wont be in business much longer.

Really bad company. They sell cheap Chinese made rubbish that is not fit for purpose, and then don't accept returns. I have placed about 5 orders with them for various bits (tools and parts), and found about 20% of items i have received from them have been either damaged or very poorly manufactured.. I've lost about £50 with them which i'll never get back, so needless to say they wont be getting any more of my money...

I ordered many times on the site parts. They already screwed up in the past. But this time it's too much.
I ordered two parts for a total value of 18 pounds, but cousins uk did a calculation mistake and and came to a total of 160 pounds.
Because of this mistake I had to pay 40 pounds import duties.

Don't order there, it's not worth your time.

I only use Cousins for smaller items - watch straps, spring bars, small watch parts, watch tools etc. so can't speak to their business for larger, more expensive items.

But when it comes to the smaller stuff, good luck finding anything that comes close to Cousins for the prices they offer.

Their watch straps, in particular, are decent quality straps at exceptionally good prices. Yes, their good value genuine croc/alligator straps may not be quite as well finished as similar straps that cost £100 and over, but honestly, for anything between a third to a fifth of the price of other options, they are just fantastic. Genuine croc dress straps for 20-30 quid! Not going to find that anywhere else.

Same goes for their genuine lizard, calf straps, natos - good quality and truly excellent prices. Probably best to look elsewhere for watch bracelets as good value watch bracelets always end up looking exactly that in my experience and getting good fits will likely be an issue.

Also a useful place when you need to source some tools and small parts (gaskets, crystals etc.) at reasonable prices.

I notice that some reviewers are complaining about returns policy - never had the need to return anything, so I guess I have been lucky. And even if I did, I mostly just use them for lower value items, so even if I had an issue with a return, honestly, I've still saved significant amounts of money by using Cousins over other options over the past 2 years so it wouldn't be a big deal. Obviously may be a big deal if you've purchased high value items and then hit return issues.

Overall, having used Cousins on at least 25 different occasions, the shipping has always been exceptionally fast, and the prices are frankly unbeatable for straps, small parts, small tools etc.

And no, I am not management or in any way connected with anyone who has ever worked with or for Cousins (as some reviewers seem to suggest about any positive reviews). I'm just a guy who needs fast access to a good selection of decent quality small parts and straps for watches at reasonable prices, and I keep coming back to Cousins - I've yet to find anywhere else that offers such a good convergence between price and quality.

Supply faulty goods and then cite small print in T&C's as reason not to refund or replace. Completely unacceptable.

If I could rate zero I would do!
I purchased a horotec flashtest online from CousinsUK and it didn't work from the off. It cost £325
I contacted them after 3 weeks and 2 days and they told me it was the manufacturers responsibility.
I protested and asked them to accept responsibility and arrange a return and full refund.As an online seller they are duty bound to accept legal responsibility, but they refused.
They point blank refused.
BEWARE COUSINSUK AND GO TO A TRUSTED SELLER

Never received parcel after 7 weeks !!
Was only ever offered a docket number with no details of even being posted and after a long conversation was offered no help or assistance in tracking the parcel or any form of compensation just a bad attitude from Sam Cousins !! Horrible customer service !! Steer clear - rubbish business !!!!

Despite the bad reviews on Trustpilot, I couldn't resist the unbeatable prices in their catalogue, so I took a chance on Cousins UK. I was glad that I did. I have made four separate purchases so far. All orders were despatched the next working day, all orders were acknowledged immediately via e- mail, and I was notified immediately when all orders were despatched, all orders were 100% correct despite being multiple and variable in content - and all this despite the covid19 crisis. I have saved myself a lot of money by using Cousins UK, and had no hassle whatsoever. In fact the service was impeccable.