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

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.

Absolutely cheap quality sofas in

Expensive price

Do not buy from this manufacturer

When you will report the sofa as faulty they will ignore and if you insist they will send out someone to look at it and the report will say sofa is absolutely fine and it is meant to be like this.

If you buy then you will be adjusting the sofa cushions every 15 minutes.

Rubbish quality and bad customer services.

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.

I have bought several items from cousins in tydesley and have had nothing but headaches.. first they delivered the total wrong item three weeks later again the wron items were delivered. Many phone calls later and a further month the wrong items deliver again.. eventually the got the right items to me.. unfortunately damaged refund was refused and credit notes offered to buy further rubbish poor quality furniture from them. Four months on still not resolved .. customer services are a load of b———s quality is less than poor. I urge anyone considering cousins furniture to steer well clear.. your better off with happy shopper.

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.