The Cotswold Company Head Office

It’s a real gamble with this company. The furniture is nice, you have to give them that. However, it’s a complete lottery with the quality of craftsmanship and delivery. We’ve had two pieces of furniture returned through damage...quite inconvenient because it’s a long wait for a replacement. If you’re looking to receive 100% quality first time, then I’d look elsewhere. But, if you’re willing to take risks, then might be worth a shot.

Today waiting for a few weeks for our items, our experience of the delivery was absolutely shocking. Thousands of pounds of items effectively dumped with no care of consideration at all for the items. Purchasing furniture should be an enjoyable experience: do not part with monies until this company addresses its woeful customer services division. YOU HAVE BEEN WARNED

DO NOT SHOP HERE! Terrible communication: I purchased a piece of furniture and was notified that stock would be available 2/3 weeks. 5 weeks went past with no correspondence until I then emailed enquiring. I Was then told 2 different delivery dates. I had Allocated time off work to receive the furniture, only to be told that the courier had lost it in transit. The courier called myself to let me know there was nothing to collect. When I questioned this matter, this item had now ‘conveniently’ become discontinued. Absolute liars! And blamed the courier!!!! I really wish I had checked in on the reviews before purchasing. Seems a lot of customers had a similar treatment.

This is a long review by a long standing customer of this company. The treatment received upon receiving damaged goods has been nothing short of appalling. 3 items were ordered as part of a refurbishment project at home. Goods were ‘delivered ‘ an hour earlier than advised. Surly delivery guy literally threw boxes into the hall (not what I am used to), giving me no opportunity to check boxes for damage etc. Upon opening one nest of tables a leg fell off, inspection of box showed where it had clearly been bashed. I immediately telephoned the customer support, got through eventually and advised of the situation - so they were aware of the issue within 1 hour of delivery. I was then informed that the department who arrange returns and replacements would be advised, was given a job number and assured that somebody would contact me by the following day at the latest. Two days later I had had no contact from Cotswold so telephoned again. I had to go through the entire saga again and send photographs which I did, only later in the day to receive an email from another person advising that she had not had any photographs (even though I had received an acknowledgement receipt earlier that day for the photographs). Once again photographs were sent off and I waited. Again no contact from anybody, no response to my emails asking for a status progress until Saturday of this week when I telephoned yet again only to be advised that an email had been sent out to me on the 20th (which I had not received) and upon asking could it be sent again was advised that the adviser did not have access to certain areas. Eventually however she did manage to locate said email and she cut and pasted the contents to me. I was astounded to discover that I was being offered either a 40% refund, or one of their “third-party specialists“ who would visit and see if they could repair the nest of tables, or a replacement with a “quality checked product“ (aren’t all their products quality checked?). I then received yet another email from the woman who allegedly sent this offer email out some two days before. Amusingly it was coupled with a question asking me how satisfied I was with their service! Following that again total silence from Cotswold company. So far I have spoken to 3 different people, each time I have to go over the same things, I have absolutely no idea where customer support is actually based (they certainly don’t seem to know one another) and when I asked this question was told we work in different places. And so I have a nest of tables with a completely shattered leg, the whole structure now compromised and sitting in the original box awaiting collection. If I don’t hear anything within the next couple of days I will be applying to my card company for refund as obviously the items are not fit for purpose. If you have a complaint to make to this company I wouldn’t bother sending an email as they never ever respond. It is such a shame to see a company who has previously been excellent on delivery service and quality now operating in this shoddy manner.

Placed an order 1st July with a 4 week delivery. 19th October and I am still waiting! The service is horrendous, customer service is hopeless, and they give you scripted email replies! You pay up front when ordering.. the ironic thing is, throughout all of this they have constantly advertised 4 week delivery on the goods! I’m sure they could get prosecuted for mis leading information! I live in hope my goods turn up! Keep away folks don’t buy from this company.