The Cotswold Company Head Office

Still no delivery on an item order on 16th May. Courier team turned up with my item but refused to deliver as I live in an apartment. I had specifically ordered item through a store, sent photos of the entrance to my apartment building and apartment itself and received confirmation that delivery would take place. After 5 days of calls to store and customer services I still don't know where the desk is or when I will receive it. Poor service, poor delivery, poor customer service. Could do so much better! Oh and of course the company have had my funds for nearly 10 weeks!

Awful experience. Be very careful of this company. I was lied to about the price that they were going to charge for an item of furniture and the service that they would provide and if anything goes wrong they will then ignore you. If you want an easy life, stay well clear of this company. In brief, the manager of their outlet store agreed a price with me for an item of furniture and then refused to honour it a week later, when he told me to come back and pay for the item. He wanted to charge £200 more. They will lure you in with lies and then go back on any agreement when they feel like it. I ended up buying the item as I felt I had little choice, but when the item of furniture turned up it was damaged and there was a part missing. I called their customer services but they refused to deal with me as I bought from their outlet store and said I'd have to call the outlet store directly. After 10 unanswered phone calls to the outlet store I feel totally abandoned by this company, who seem not to care about their customers or their products. Awful company, awful experience and awful customer service.

First time shopping with you but fantastic service from start to finish. I called customer service before ordering as I had a few questions about things such as what if it doesn't fit" or "what if I simply don't like it as much in real life"? They were helpful and friendly and explained the return policy. So i went ahead and ordered over the phone. A few days later I got an email to say I had been randomly selected for fast delivery free of charge

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.

Turned a happy customer into a very dissatisfied one. Products good, but systems appalling. When I bought my first product I received a 10% off next purchase offer. The email said click on the link and your discount will automatically be applied. It wasn’t. I then phoned customer service and they couldn’t deal with it straight away, so I was promised a call back. I got an email instead. They asked me to send them a copy of the email offer they had sent me! They didn’t have access to their own emails and the staff were not aware of the offers their own company were making. This took several days to deal with and went into the next week. They then couldn’t deliver within an appropriate time scale without charging me extra. They would not wave this even though the delay was their fault. If I had paid the extra my 10% discount would have been negated.Since I posted this, they have delivered quickly without charge...thank you

Ordered a dining table and benches set in January, I then had to wait over 3 months for it to be in stock. Once it was finally delivered both the benches and table were in terrible condition. The table was covered in gouges and scratches and both items were missing screws or had fittings literally falling off of them. Organised a replacement, had to wait 8 weeks for this to arrive and then when it did they only sent out a replacement table, no benches and once again it was faulty. Missing screws and fixings not secured.When you spend over £400 on furniture you expect good quality, however not from this company!All customer service can do is send out replacement after replacement. There is clearly a problem with the manufacturer and it seems every batch of this dining set is faulty in some way.They took my money in January, it's now mid June and I still don't have the dining set I expected OR paid for.I wouldn't buy anything from here again, it's overpriced for terrible quality!

Shocking! Paid£525 and received a damaged tv unit, initially offered a repair company but declined as took 3 weeks. Accepted exchange with item going though “quality control “! And arrived damaged in exactly same corner.Delivery company were careful and helpful and offered me a doorstep discount which I accepted as can’t bare to go through same happening.However still waiting as discount has to be given by Cotswold and they take forever to answer emails.. really not sure if I will get discount and left with tv unit with a smashed corner. Will avoid ever shopping here again!!!

Shocking service. Please do not use this company if you expect them to deliver large items to a room of your choice. I ordered a larder unit and it was dumped not even upright in my living room. This is despite saying I would cancel the order if they could not place the item where I needed it

Very poor products and very poor service. We had 6 chairs delivered and one was damaged we had to wait another 3 weeks for it to come in. we had 3 dining room tables delivered and all were damaged. We were left with out a dining room table for nearly a month with a 1 year old baby. No care has been given to the fact we had to take 3 days of work to wait around for the deliveries to turn up. Terrible products.

I’m now on the 5th reschedule for a chest of drawers I ordered. The latest reason is that due to a warehouse error it wasn’t put onto the delivery vehicle. 5 days of waiting in and I have zero confidence I’m ever going to receive my item and I’m having to do all of the chasing, no one is coming to me with apologies or resolutions. Completely shocking