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Cousins Furniture - terrible customer service!
torizia
Posts: 189 Forumite
About 2 weeks ago, I ordered a chopping board set from Cousins which was described as 'stainless steel' and had a photo of the stainless steel set. When it arrived, it was plastic rather than stainless steel, and completely different from the one in the picture.
I phoned to complain and was told that they were in a meeting and would phone me back shortly. I waited about 7 hours then phoned again, and was told that they had mixed up some items on their website, and that I would have to pay an additional £15 for the set I wanted. They said they couldn't do any discount, but that they wouldn't charge me again for delivery of the correct one (!!)
I reluctantly agreed, and they said that they would arrange for a courier to collect the incorrect one and deliver the correct one as two separate events on Tuesday (a week after the initial delivery). I said that I would definitely need it to be Tuesday as I go on holiday Wednesday, and they agreed. They did repeatedly make a point of how they would pay for the postage and collection, as though they were doing me a huge favour which I found quite irritating!
However, they have today advised me that they cannot get hold of the correct set. I said that I just want them to collect the incorrect one and give me my money back so I can buy it elsewhere, and they told me that I can't have a refund until they have received the item (understandably). However, it now turns out they haven't even arranged the collection of the incorrect set, and they say that it's too short notice (again implying that it's my fault) and that they will have to wait until I return from holiday before arranging a collection. They couldn't explain why they hadn't arranged the collection (even though they specifically told me that this one would be collected separately from the new one being delivered).
The whole process has been a complete joke, and it will now be approximately a month between me ordering the item and them giving me my money back. I really wouldn't recommend purchasing anything from this company!
I phoned to complain and was told that they were in a meeting and would phone me back shortly. I waited about 7 hours then phoned again, and was told that they had mixed up some items on their website, and that I would have to pay an additional £15 for the set I wanted. They said they couldn't do any discount, but that they wouldn't charge me again for delivery of the correct one (!!)
I reluctantly agreed, and they said that they would arrange for a courier to collect the incorrect one and deliver the correct one as two separate events on Tuesday (a week after the initial delivery). I said that I would definitely need it to be Tuesday as I go on holiday Wednesday, and they agreed. They did repeatedly make a point of how they would pay for the postage and collection, as though they were doing me a huge favour which I found quite irritating!
However, they have today advised me that they cannot get hold of the correct set. I said that I just want them to collect the incorrect one and give me my money back so I can buy it elsewhere, and they told me that I can't have a refund until they have received the item (understandably). However, it now turns out they haven't even arranged the collection of the incorrect set, and they say that it's too short notice (again implying that it's my fault) and that they will have to wait until I return from holiday before arranging a collection. They couldn't explain why they hadn't arranged the collection (even though they specifically told me that this one would be collected separately from the new one being delivered).
The whole process has been a complete joke, and it will now be approximately a month between me ordering the item and them giving me my money back. I really wouldn't recommend purchasing anything from this company!
:A
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