Cousins Furniture Newcastle-under-Lyme Store Newcastle, Newcastle-under-Lyme

Reviews

1. Renee ★☆☆☆☆

   My experience with Cousins has been frustrating and deeply disappointing. The customer service and delivery process have been riddled with failings. My initial order had to be changed due to not fitting into the property as we would have liked. I then reselected and then two unprofessional delivery drivers just dumped the furniture into my property. I have a disability, I made the sales person aware of this at point of sale, in terms of wanting a comfy sofa and chair due to a back condition. When I asked Jamal why the sofas weren’t being fitted, he stated it wasn’t in the delivery notes, yet I have come to find it is company policy to fit the sofas unless a customer specifically requests. I was contacted the next day by Kim from the Tyseley branch to see how things were and I said I am trying to get someone to fit the sofas as it wasn’t in the delivery notes - Kim made me aware that they should have been fitted. Kim even offered to come and fit the sofas, however, she was able to get two delivery men to fit them, for which I am grateful for. I raised a complaint about this, along with Amanda’s conduct after she aggressively questioned me around the reasoning as to why the men chose not to fit the furniture on the day of delivery. I found this to be inappropriate, it is not for me to answer. I was met with a defensive email where I was insinuated to be lying about wanting my furniture fitted, despite providing clear evidence to the contrary. Whilst the company has not explicitly called me a liar, the wording of their emails strongly implies it and they have failed to acknowledge the implications of this and the offence it causes. The company has provided four different and conflicting explanations as to why they claim I supposedly requested my items to remain wrapped and unfitted, even though I sent images showing how their unprofessional delivery drivers left the sofa and chair in my property. I am yet to be provided with the real reason their incompetent and untrustworthy delivery drivers did not fit the furniture. I was sold a sofa that was supposedly brand new, yet it arrived damaged. The sofa legs came in a box labelled “returned sofa legs,” and they were visibly worn. The “brand new” sofa looked worse than the showroom chair I purchased. An independent assessor later confirmed the goods were indeed damaged. In addition, the company makes internal mistakes, such as only charging me a restocking fee instead of the restocking fee plus administration fee, and then expecting me to be grateful and see this as a willingness to resolve the matter — when in reality it was entirely their error. Despite repeated requests for a proper apology, the company refuses to accept that their past communications have been defensive, rude, and dismissive. They simply expect me to move on, without acknowledging the distress caused by implying I was dishonest about my furniture request. This lack of empathy and understanding is deeply concerning. The Head of Customer Services appears to consider it appropriate to send such emails, expecting customers to overlook the disrespect because Cousins is offering to repair the faulty goods. She is also now claiming the offensive email was sent on behalf of the regional manager, even though it bears her name. In my conversation with the regional manager, he did not admit to authoring the email. This behaviour feels disingenuous and unprofessional. The only positive aspect has been Kim at the Tyseley branch and Rhiannon in customer services, they have been genuinely helpful, professional, and reflective of the customer service values Cousins claim to uphold. Based on my experience, I cannot recommend this branch and would urge potential customers to proceed with caution. And if you do raise any complaints you will be met with a very defensive customer team, excluding Rhiannon. If you do want to purchase furniture from Cousins, go to Tyseley. Fingers crossed they repair my sofa and chair to the standard they should have been delivered.

   almost 8 months ago
2. Andrew Forrester ★★★★★

   Great little store packed full of quality furniture. I was looked after by Hayley and Mandie and they couldn't do enough for me. I will be back soon to finalise my purchase.

   almost 9 months ago
3. karen shone ★★★★★

   Many thanxs to Mandie & fellow colleagues, for excellent customer service. Like a step back in time. I have experienced competent, true customer care.After a home refurbishment, I will shop at your NEWCASTLE UNDER LYME store 2026. Thank you to the delivery me n.

   almost 11 months ago

1. Patrick Taylor ★★★★★

   My wife and I called at your Newcastle outlet Monday 1stJuly and was met by your sales assistant Hayley besides the choice of furniture we found Hayley polite , pleasant , knowledgeable and very helpful in choosing Stressless chairs .It is a long time since we had such friendliness and professionalism when we have been shopping . She obviously enjoys her work and we congratulate her for her approach Mr and Mrs P Taylor

   1 year ago
2. Keith Sheldon ★★★★★

   We have just gone through an enjoyable experience purchasing a new 3 piece suite at your Newcastle -under-Lyme branch. Amanda, our sales consultant, was extremely proficient, professional, and courteous with our needs, questions and specific requirements. The showroom was well presented, extensively stocked with quality furniture and accessories. It’s worthy of note that, having browsed the ‘Celebrity Range’ brochure, the names of the products in the catalogue, didn’t correspond to the tags on the furniture, which made it very confusing and disconcerting when browsing through the particular range for a particular product. Thank you Di & Keith Sheldon

   1 year ago
3. John Matthews ★★★★★

   I was looking for a chest of drawers for my grand daughters bedroom. Thers is a 3 day sale on so in I went. There was a very friendly young lady who showed me some options and I went for a deep drawer chest in white. Great range of furniture with great prices.

   almost 3 years ago

1. Phil Morton ★★★★★

   I cannot praise the excellent service received by this store on Friday 21st Nov. With particular mention of the semi retired part time salesmen. My mother in law who is 98 and due to her circumstances cannot use her bed required a new rise and recline chair asap ie same day. The salesman I am sorry I cannot his name went above and beyond and arranged a same day delivery after purchase. When as we all know delivery of furniture at its best is days or even weeks Once again many thanks

   almost 3 years ago
2. Pat Poole ★★★★☆

   Yes first time visited and thought the store was well set up for displaying furniture. They had a good selection but we didn't purchase anything as we couldn't make our minds up about the items we were looking for. Good products though for different tastes. Would recommend visiting.

   almost 5 years ago
3. Stuart Harvey ★☆☆☆☆

   Never thought I would say this of Alan Ward, but here goes. We paid a sizeable deposit for furniture in March, expected delivery at start of May. Spoke to the customer service office second week of May, told I would be kept updated on delivery, obviously delay due to Covid 19. No contact, no response to email, now it seems that they have gone into administration.

   more 6 years ago

1. Porche Bibi ★★★★★

   Love the furniture. Loved the fact that I brought the full range of bedroom furniture all delivered and put together by them. Excellent service.

   more 6 years ago

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