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The Cotswold Company

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38 Reviews
  • inability to deliver service
  • General customer service
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    38 Reviews
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      28.02.2014 15:31

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      shoddy company

      Ordered a TV cabinet on the 1st February - website said available in 1 week, on the 9th they rang and said I could have it the next day if I paid express delivery or wait for free delivery which would be 17 days later (27 Feb). I Picked the free delivery as I was a bit surprised at this, the day before delivery I was told item was not available and they would not know when delivery was expected, however after checking the website and saw in was in stock and 5+ was available I rang them to see if I could order this item - it was available and I could have it the next day if I paid express delivery - surprise surprise, the website says "free delivery" yet it seems they are reluctant to get a product out to you if you choose this option. When I than confronted them about my order and what I was advised earlier they said they managed to get some stock through urgently ?? I don't believe anything these people have advised. So I rearranged again for a delivery for the 28th and now waiting for my delivery, I have just been advised the product was damaged in transit ?? really - this is really shoddy, I have now had to rearrange two working days and still no cabinet. I would have never ordered from them knowing it would take this long and I still have not received the item even though they took the money from my account nearly a month ago. Will never use this company again

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      21.04.2012 18:25

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      Very disappointing

      Very shoddy quality. Despite saying the item is finished in cream paint, it is in fact completely unfinished 'raw' wood inside. This includes inside the doors and the sides of the drawers. Even the top of the front of the drawers is only half painted as are the edges and the tops of the doors.

      This should be made clear in the product description and photographs in the catalogue.

      In addition, whilst the product may be made of solid pine, it is of a similar quality to a packing case.

      My item arrived damaged. Some of the damage probably occurred in transit but the splits to the sides of the drawers must have been there before shipping.

      This item was purchased to match a bookcase from the same range which was purchased a couple of years ago. The quality of the two items is entirely different as the bookcase is painted on all but the reverse of the back.

      A nice style but very disappointing quality and not good value.

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      13.04.2011 23:34

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      I ordered a tv unit from The Costwold Company in their January Sale and was told I would have to wait 12 weeks for delivery. I was suprised as I thought sale items were surplus stock but in this case obviously not. I decided to continue with the purchase and I paid £369.95 on 10th January but I am still waiting for delivery 15 weeks later. Each time I chase the order I am told it is due any day and when I called last week was told it had to be inspected by quality control before being delivered. I am begining to wonder if I will ever see this item. I won't be buying anything else from this company. I am also concered that this company no longer has any High Street shops and the only way to buy is online.

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      13.10.2010 20:55

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      My opinion has improved and hopefully assembly issues will be addressed

      Perhaps they are genuinely concerned about customer relations. The day after my review I had a telephone call and email apologising and asking if they could do anything to make up for the inconvenience. They did not realise that there were 57 screws need to assemble this item, assuring me that most of their furniture can be assembled in minutes. Their initial offer was a discount on my next order! Hmmm, let me think about that one...... I declined and they offered a refund on the delivery charge plus £10 for the inconvenience and 15% off my next order. Can't complain about that. Was I harsh in my first review? I don't think so. the review was factual and still reflects my disappointment, but at least they are concerned about what we, as consumers, think and they are prepared to talk to you when things go wrong. It also shows how useful review sites can be!

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      28.02.2010 21:34
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      Great natural products

      I have to say I disagree with the negative reviews I have read on The Cotswold Company, and thankfully my own experience of ordering through them was very positive in comparison.

      The company specialises in quality furniture in natural materials, such as wood, rattan, leather etc, and offers free delivery over £500 and free returns.

      I ordered a wooden, wall mounted CD rack, which takes pride of place in our living room due to its simplistic, yet unusual design.

      It came within a few days, was well packaged and easy to assemble. Despite being self assembly, the quality is exceptional and it is admired by visitors to our home.

      This company offers a huge range of products for all areas of the home from major pieces of furniture right down to accessories and storage solutions.

      A table and four chairs costs around £800, with a CD rack costing around £30, so based on those costings I think the products are pretty typically priced.

      I have had no problems with this company and would highly recommend them.

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      25.03.2009 22:55
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      avoid at all costs!

      My wife ordered a cast iron day bed for our spare room from these useless and totally incompetent P**ts.
      i can't complain about the delivery company who where on time and very courteous, however on unpacking and attempting to put the bed together i discovered holes that didn't quite line up, hmm supposed to be hand made so i'll find an easy way around this i thought and sure enough with a little fettling with a file hey presto it went together!
      now just the finials to screw on, three went on perfect the fourth went on and as i screwed it down i heard a scraping noise and discovered some unfinished welding had taken the powder coating off the finials base.
      i called the customer service number and eventually got through, now being a far too reasonable sort of chap i agreed that if they sent me some replacement paint i would fettle the weld and just touch up the area affected which would be almost invisible anyway.
      eighteen months and several ignored e-mails letters and phone calls later we have never recieved any paint and being an ex vehicle painter i have now mixed and colour matched my own.

      my advice to anyone thinking of buying from this company is DON'T
      they clearly don't care about customer service and if i'm honest about the quality of their products, the welding looks more like the product of a pigeons backside !

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      11.02.2009 13:23
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      Beware of shopping with Cotswold Co, you will be sorely disappointed!

      I have always liked the furniture from Cotswold Company and in the last few months have made 2 orders with them. The first time I ordered 2 items of furniture and was told they would arrive within a matter of days (I believe my delivery was scheduled to take place 5 working days later) It was mid november and I was hoping to have them in plenty of time for christmas. Well one item arrived by chance about 10 days before christmas (i say by chance because cotswold co assure you to expect a call with your delivery times only this doesn't actually ever happen), anyway, it was nearly 4 weeks after my initial order and the other piece of furniture wasn't there. I kept getting emails back saying it would be the next day and the day after that, then it would be the next week, then the next month! Eventually I cancelled my order and placed another one for something else about a month later. Everything seemed ok to be honest except the delivery is due today and perhaps unsurprisingly I hadn't received the phone call from them with my 4 hour allocated delivery slot. As I have a job and dogs that need out and nobody to sit in for me to get deliveries I called them. The woman who seemed pleasant and helpful enough said 'she could only apologize and chase up the time' she then promised to call me back in a 'moment' and I thought perfect! 2 hours later she phoned back and gave me a 6 hour time slot which had begun 20 minutes prior to her phoning. This meant that I couldn't take my dogs out or run to my office before it closed as I had planned. I very nicely explained that it was really unfortunate that I was given misinformation and could they at least narrow it down somewhat, for example, did they think it would arrive within 20 minutes? (at least that way I could take my dogs out - I don't have a garden) I mean they must have some idea of how long they'll be. She said no and I told her that In my opinion it was unprofessional for cotswold co to give people the wrong information when she HUNG UP ON ME! I couldn't believe it. I have never been treated in such a way, especially by a company I am spending vast amounts of money with. The thing is that the last time I sent a complaint to the cotswold co (btw, this is the only company I have ever felt the need to complain to ever in my life!) They completely ignored it, and a few weeks later i got some crap company line from them which did nothing for me nor did it get me the furniture I had bought but hadn't received. My advice to anyone considering something with this company is, don't waste your time or money. There are plenty of honest decent shops who would appreciate the custom far more. Thats where I'll be!

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        06.02.2009 09:32
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        I got good customer service where some people seem to have struggled

        In the interest of balance and fairness I am writing about my recent good experience of the Cotswold Company. This is due to the fact that, looking at the other reviews on the dooyoo site, there seem to have been a lot of people who have experienced bad customer service. I have to say that my experience of buying an item in early 2009 was very positive.

        The Cotswold Company have their main store in Bourton-on-the-Water. I have been to the store before but also their brochure turns up regularly in my Sunday paper. Up to the point of buying something from them I had thought of them of a rather fuddy duddy company that sold over-priced country style stuff, and never considered using them. My experience is of buying from their website, having chanced upon a product from them whilst perusing furniture on sale. They sell furniture and also home items and some of the items are actually quite contemporary and nice, and their website is fairly easy on the eye.

        I purchased a solid wood cupboard that had been reduced from £500 to £129. Delivery was a fairly reasonable £29.95.

        Unlike many of the other reviewers on here I found the service excellent. I was issued with a date as soon as I had ordered, this was confirmed via email and via a phone call from their delivery company (like many other manufacturers it is contracted out).

        What pleased me most was that I was given a four hour slot and told I would have a phone call half an hour before delivery too. Having experienced a John Lewis delivery recently that involved having to stay in all day with a stir crazy toddler I was impressed by this and hope the delivery would come as promised.

        The day before delivery I did get a phonecall to say there had been a problem with a truck, this was followed by a very apologetic email and quick rescheduling. My cupboard then duly turned up on time, as promised and was quickly and efficiently carried to the room I wanted it by two charming drivers.

        The cupboard itself is fantastic - I was really pleased to find I had indeed purchased a solid and well made piece of assembled furniture for less than ikea build-it-yourself price. My cupboard is actually really nice and not fuddy duddy at all.

        Maybe the economic climate has made some companies have to sharpen up their service, certainly products also need to be competitively priced as this was. In any case my experience was very good and everyone I spoke to from this company was courteous and helpful from the ordering to the delivery, the 4 and not 5 stars is just due to the rescheduling, which was fine for me but could have been an issue with anyone booking time off work.

        I would order from this company again and have had my perception completely changed.

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          04.02.2009 14:39

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          Cotswold Company are shameless. The thing that bothered me most is that they don't tell you on their website that they can't actually tell you _which day_ is your furniture to be delivered! All they know is that it will be delivered between 3-10 days! So you wait 7 days at home from 9-6pm if you don't want to miss the delivery!I bought two large rugs of the same kind (just different size) and they got delivered in two separate parcels - customer services could not tell me which day parcels would be delivered - I guess they expected me to be at home 7 days from 9am-6pm waiting for their delivery!Will not purchase anything from them anymore.

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          26.04.2008 17:31

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          Wouldnt bother again. Order conservatory furniture in the sale and it didnt turn up but I was charged! I was then charged again another £1500 when it was dispatched and took me a month to get my money back. Had to threaten them with Trading Standards! Awful.

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          17.01.2008 13:02

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          The worst company with the worst customer service.We had bought a set of garden furniture. One of the pieces borke and when we contacted them they put the blame back on us saying that we broke it on purpose and were rude to talk to as well.Well, why will some spend money and then break it by ownself?The worst customer service ever received. Neither did we get any refund nor did they exchange it.I would not reccomend THE COTSWOLD COMPANY to anyone. They do not care for their customer but only want to sell their cheap products and make a living. They don't care for customers hard earned money.THE WORST WORST COMPANY TO BUY STUFF FROM.They just have a big name, rest all is a big FAKE.

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          23.08.2007 16:50

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          They sent me a catalogue with a promotional leaflet on sale items. The item I wanted was half price, yet on the website, even with the promotional code, the price was much higher. We emailed them to find out why - but just got several emails telling us the item was now out of stock - not why they couldn't honour the price in the leaflet. I'm now writing to their Customer Services Director.

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          17.08.2007 14:22
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          Utter tw*ts

          I can only assume that the owners of Cotswold Co pay peanuts, because it is staffed by monkeys from top to bottom. It would have been quicker for me to train to become a tradesman, open my own plantation, and build my own bed than to get these retards to return a phone call or email. I would sooner stick hot needles in my eyes than deal with them again.

          Please don't be fooled by their glossy brochure.

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            16.08.2007 20:51

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            Further to my review of 16.8.07. Having waited in all day for furniture that never arrived, I cancelled the order as the date formed part of the contract. They then tried to generate a new order by email, which I declined. I have written to their HQ and they invited me to phone to discuss compensation for the time wasted. I suggest everyone does the same. Surprised Which has said nothing about them....

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            14.06.2007 19:56
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            Follow everyone's advice - DO NOT USE THIS COMPANY - they are awful

            Along with the frighteningly numerous complaints about this simply shocking company I must add my own. A table and 6 chairs order at the end of March - first delivery was damaged. 2nd delivery was damaged and both consignments (that's 12 very large cardboard boxes) sat in my dining room for 3 weeks before they came to pick it up. A further month went by when I enquired as to where the 3rd consignment was - oh "they forgot" to call me to arrange delivery and it had "been sat in their warehouse for a while....." Now they tell me delivery not until early July - over 3 months since the original order. I've now cancelled and got a refund. Unbelievably they'll only offer compensation "once you complete your order". Who runs this company? Why don't they do anything about it? Why do they keep advertising to the unsuspecting public?

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