The sales team were really helpful as we weren’t quite sure what would suit us best. They helped us identify whether 2 or 3 seater sofa would work and showed a range of riser recliners outlining diffe... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Wide ranging amount of carpet products available. Being guided to a 'make' of carpet which suited our needs. The opportunity to take samples home to choose colour required. Same day visit by your rep... See more
Company replied
The female member of staff who greeted us was extremely helpful. Having described the style of sofa we were after she walked us around the showroom until we found the perfect sofa. She did tell us her... See more
Company replied
My daughter am I met with a kind approachable staff. He was patient and thorough with his explanations. He explained all of our options and ensured we were happy with our purchase. Overa... See more
Company replied
Company details
- Furniture Store
- Bedroom Furniture Store
- Lighting Store
- Living Room Furniture Store
- Mattress Store
- Rug Store
About Cousins Furniture
Written by the company
Cousins Furniture is Midland's largest independent, family-run furniture retailer, since 1985.
We have furniture for every room of your home – living, dining and bedroom - all beautifully displayed in inspirationally accessorised room settings, plus specialist departments for the latest in home fashions. Check out the world’s leading brands in furniture whether you want contemporary or classical; casual or formal; understated or opulent.
Contact info
4.8
Excellent
7K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Brilliant experianceat the salesman who looked after us…
Pat the salesman who looked after us moved heaven and earth to help us decide on our purchase and quite honestly nothing was to much trouble he took his time to make sure that we were happy with our purchase. In all honesty he is a credit to your company
10 June 2026
Reply from Cousins Furniture
Hi Mr Parry,
Thank you so much for your fantastic feedback!
We're delighted to hear that Pat provided such an exceptional level of service during your visit. It's wonderful to know that he took the time to help you make the right decision and ensured you were completely happy with your purchase.
Your comments about Pat "moving heaven and earth" and that nothing was too much trouble are exactly the kind of experience we strive to provide for every customer. We couldn't agree more that he is a real credit to the company, and we'll be sure to pass your kind words on to him.
Thank you for taking the time to share your experience, and we hope you enjoy your new furniture for many years to come.
Kind regards,
Cousins Furniture Team
Kimberly was a superb member of staff…
Kimberly was a superb member of staff very helpful, nothing to much trouble for her to ensure my wellbeing
9 June 2026
Reply from Cousins Furniture
Hi Gail,
Thank you for your wonderful feedback!
We're delighted to hear that Kimberly provided such superb service during your visit. It's lovely to know that she was so helpful and took the time to ensure your wellbeing, with nothing being too much trouble.
We pride ourselves on delivering exceptional customer care, and your kind comments will mean a great deal to Kimberly. We'll be sure to pass them on.
Thank you for taking the time to share your experience, and we look forward to welcoming you back again soon.
Kind regards,
Cousins Furniture Team
Reply from Cousins Furniture
Hi June,
Thank you for your lovely feedback!
We're delighted to hear that you received attentive service without feeling pressured or intruded upon. We believe the best shopping experience comes from being available when needed while giving customers the space to browse comfortably at their own pace.
Thank you for taking the time to share your experience. We hope to welcome you back again soon.
Kind regards,
Cousins Furniture Team
Such an amazing choice of everything
Such an amazing choice of everything. Very helpful start. Not at all pushy. Which would always make me walk out. Choice of designs and colours. Beds and mattresses. The shop was so well setup. Spotlessly clean. Excellent discounts too
9 June 2026
Reply from Cousins Furniture
Hi Mrs Hill,
Thank you so much for your lovely feedback! We’re really pleased to hear you enjoyed the wide choice of products and found our team helpful without any pressure—that relaxed experience is exactly what we aim for.
It’s also great to know you appreciated the store layout, cleanliness, and the range of designs and offers available.
We really appreciate you taking the time to share your experience and hope to see you again soon!
Best regards,
The Cousins Furniture Team
Wayne the assistant and the cashier…
Wayne the assistant and the cashier were very helpful thank you
8 June 2026
Reply from Cousins Furniture
Hi Tony,
Thank you for your kind feedback! We’re so pleased to hear that Wayne and the cashier were both very helpful during your visit.
We really appreciate you taking the time to share your experience—thank you for choosing Cousins Furniture!
Best regards,
The Cousins Furniture Team
Excellent Service
Our enquiry resulted in us placing an order due to the professional, polite and friendly manner we received when dealt with by a gentleman named Pete.
6 June 2026
Reply from Cousins Furniture
Hi Diana,
Thank you for your lovely feedback! We’re so pleased to hear that your enquiry led to an order and that Pete provided such a professional, polite, and friendly service throughout.
We’ll be sure to pass your kind words on to him—he’ll be delighted! Thank you again for choosing Cousins Furniture, and we hope you enjoy your new purchase.
Best regards,
The Cousins Furniture Team
Excellent customer service provided by Samantha…
My wife and I purchased a 3 seater sofa and snuggle chair from your Shrewsbury branch and we couldn’t believe how stress free it was compared to other retailers.
We were looked after by a delightful young lady whose name was Samantha Harwood, her attention to detail was fabulous and she certainly went the extra mile by showing us how our items would look in the colour we had chosen.
We wouldn’t t hesitate in returning should we require anything else and this would be solely down to the service we received from Samantha.
4 June 2026
Reply from Cousins Furniture
Hi Nick,
Thank you so much for your wonderful feedback! We’re delighted to hear that you and your wife had such a stress-free experience purchasing your sofa and snuggle chair from our Shrewsbury branch.
It’s especially lovely to hear how well you were looked after by Samantha Harwood—her attention to detail and willingness to go the extra mile truly make a difference, and we know she’ll be thrilled to receive your kind words.
We really appreciate your recommendation and look forward to welcoming you back again in the future.
Best regards,
The Cousins Furniture Team
Salesperson Della was excellent but on…
Salesperson Della was excellent but on a call to cousins to place order her colleague could not find the discounted price quoted because he couldn’t find it on the computer. Della called back when she was at work the weekend and confirmed original price and we placed the order. Staff should all know how to use systems.
31 May 2026
Reply from Cousins Furniture
Hi,
Thank you for your feedback! We’re really pleased to hear that Della provided such excellent and knowledgeable service and helped make your experience so positive.
We’re sorry to hear there was some difficulty when placing the order over the phone. We completely understand how frustrating that must have been, and your comments about system familiarity are appreciated and will be shared with the team to help improve consistency across all colleagues.
We’re glad Della was able to step in and get everything resolved for you, and we hope you’re looking forward to your delivery.
Best regards,
The Cousins Furniture Team
Really nice sales man very…
Really nice sales man very knowledgeable thank you Pat made our experience very enjoyable can not wait to get our delivery
7 June 2026
Reply from Cousins Furniture
Hi Carl,
Thank you for your lovely feedback! We’re so pleased to hear Pat made your experience so enjoyable with his knowledge and friendly service.
We’ll be sure to pass on your kind words to him—he’ll be delighted! We hope you love your new furniture when it arrives.
Best regards,
The Cousins Furniture Team
The shop assistant that served us was…
The shop assistant that served us was really helpful and very knowledgeable.
31 May 2026
Reply from Cousins Furniture
Hi Mr Rathbone,
Thank you for your lovely feedback! We’re so pleased to hear that the shop assistant was really helpful and very knowledgeable during your visit.
We really appreciate you taking the time to share your experience and hope to see you again soon!
Best regards,
The Cousins Furniture Team
Beware of delayed delivery times.
Bought a corner sofa from the Shrewsbury store for delivery within 16 weeks (thought we would support a smaller locally owned business rather than one of the big national sofa chains). Big mistake !! After a long and patient wait and subsequently paying in full for the sofa, we have now been advised that our delivery date will be 18 weeks from date of order. I know it's only an extra 2 weeks but it's a matter of principle. We ordered and paid for a sofa to be delivered within 16 weeks and that is not happening. Exhausted my patience waiting for the sofa, so have none left to trawl through their small print, which will inevitably excuse them from having to offer us any real sort of apology by way of a price reduction or even the offer of free delivery (we've already paid them an extra £89 for that!!!) I would give zero stars but I've given 2 stars in the hope that we are pleased with the sofa when it eventually arrives. We won't be shopping with them again
8 June 2026
Unprompted review
Reply from Cousins Furniture
Dear Customer,
Thank you for taking the time to leave your feedback.
Firstly, we would like to sincerely apologise for the delay to your order and appreciate how disappointing it is when an expected delivery date changes, particularly after you have already waited patiently for your new sofa.
Unfortunately, a number of unforeseen circumstances affecting international shipping and supply chains, including disruption caused by ongoing overseas conflicts, have resulted in delays to some containers arriving in the UK. Regrettably, this has impacted a small number of customer orders, including your own.
Whilst we always provide the most accurate lead times available from our suppliers at the time of purchase, the following note is included on our customer invoices:
"The lead-time quoted by our supplier is given as accurately as possible but cannot be guaranteed."
We understand that this does not lessen the frustration of having to wait longer than anticipated, and we are genuinely sorry that your experience has not met the high standards we strive to deliver.
We appreciate your patience and support of our family-owned business, and we very much hope that once your sofa arrives, you will be delighted with the quality and comfort of your purchase.
Kind regards,
Cousins Furniture Customer Services
Reply from Cousins Furniture
Hi Janette,
Thank you for your feedback!
We're delighted to hear that the staff member who assisted you was extremely helpful. Providing friendly and knowledgeable service is something we take great pride in, so it's wonderful to know you had a positive experience.
We appreciate you taking the time to leave a review and hope to welcome you back again soon.
Kind regards,
Cousins Furniture Team
I was allowed the freedom and space to…
I was allowed the freedom and space to look around without a salesperson following my every move. Staff were on hand for questions but then backed off and let me carry on browsing. This gave me confidence that I was not going to be pressured into a purchase. The whole experience was really relaxed.
7 June 2026
Reply from Cousins Furniture
Hi Emma,
Thank you for your wonderful feedback!
We're delighted to hear that you enjoyed such a relaxed shopping experience with us. We believe customers should have the freedom and space to browse at their own pace, while knowing that help and advice are available whenever needed.
It's great to know that our team's approach made you feel comfortable and free from any pressure, allowing you to make your decisions with confidence.
Thank you for taking the time to share your experience, and we hope to welcome you back again soon.
Kind regards,
Cousins Furniture Team
Reply from Cousins Furniture
Hi Ifat,
Thank you for your kind feedback!
We're delighted to hear that you received great customer service and found our team to be friendly and helpful. Providing a welcoming and enjoyable experience for our customers is always our goal.
We appreciate you taking the time to leave a review and hope to welcome you back again soon.
Kind regards,
Cousins Furniture Team
Worst after sale service — A total scam
I purchased a dining table from Cousins Furniture in mid 2024 for nearly £1,200. The table has seen very light use, has always been kept dry and has been carefully maintained.
Around 15 months after purchase, I noticed that the surface layer had started lifting at several corners. I contacted Cousins Furniture and provided photographs of the issue. Their initial response was to reject my claim on the basis that the warranty had expired.
I was then asked to pay a £50 call out fee for an independent technician to inspect the table and advise on the cause and possible repair. I paid the fee and the technician visited my home. The inspection lasted only a few minutes. During the visit, he asked what products we used to clean the table. I explained that my wife looks after it and that we keep it clean and dry at all times.
The technician left me with the impression that the issue appeared to be a manufacturing defect and that Cousins Furniture would contact me regarding a resolution. However, after hearing nothing for several days, I contacted the company myself. I was then informed that the technician’s report allegedly concluded that cleaning sprays (which I never confirmed are used) had caused the surface to bubble and that the issue was not a manufacturing fault.
This came as a complete surprise, as the technician never indicated this during his visit. I strongly disagree with this conclusion and feel the company was looking for a reason to avoid responsibility for what I believe is a product defect. Furthermore, if ordinary household cleaning clothes were genuinely capable of causing this type of damage, I would expect a dining table costing nearly £1,200 to have a durable, properly sealed finish that could withstand normal day-to-day use and cleaning. In my view, a properly manufactured and finished dining table should not experience the surface layer lifting at the corners after only 15 months of light use.
After spending nearly £1,200 on a dining table, I expected far better product quality and much better after-sales support. My experience has left me extremely disappointed. Based on the way my case has been handled, I would not recommend Cousins Furniture and will be exploring my options for escalating the matter further
2 June 2026
Unprompted review
Reply from Cousins Furniture
Dear Mr Habib,
Thank you for taking the time to share your feedback. We are sorry to hear that you are disappointed with the outcome of your claim.
Following a review of the independent technician's report, we can confirm that the lifting of the corners has been attributed to moisture ingress into the surface finish. The technician has advised that this has occurred as a result of cleaning products coming into contact with the table's surface over time, rather than due to a manufacturing defect.
As the reported damage has not been identified as a fault with the product itself, we are unfortunately unable to offer a repair, replacement, or other resolution under the terms of the manufacturer's warranty or your consumer rights relating to product defects.
We appreciate that you may disagree with the findings. Should you wish to obtain an independent second opinion or pursue the matter further, you are welcome to contact the Furniture & Home Improvement Ombudsman, who can review the case and provide impartial guidance.
We understand this is not the outcome you were hoping for and appreciate your disappointment.
Kind regards,
Cousins Furniture Customer Services
Customer service excellent and good stock.
Large amount of stock to choose from at range of prices. I hate to buy online without seeing what I am buying, so was really pleased to see that I found multiple pieces for my taste in one shop, rug, bedroom furniture and sofas. Staff incredibly helpful and supported our needs. Bonus - café on site for coffee and breakfast!
3 June 2026
Reply from Cousins Furniture
Hi Jill,
Thank you so much for your wonderful feedback!
We're delighted to hear that you found such a great selection of furniture, rugs, and bedroom furniture all in one place. We completely understand the importance of seeing and trying products in person before making a purchase, so it's fantastic to know our showroom provided the variety and choice you were looking for.
It's also lovely to hear that our team were incredibly helpful and supportive throughout your visit. And we're glad you enjoyed our café too – there's nothing better than a coffee and breakfast while planning your next furniture purchase!
Thank you for taking the time to share your experience. We look forward to welcoming you back again soon.
Kind regards,
Cousins Furniture Team
Mattress Topper We had looked at Cousins several days…
We had looked at Cousins several days before, along with other bed shops. So we called at 2 other shops in Shrewsbury on the day but they didn't have suitable alternatives to see.
We then went back to Cousins for a refresh on the mattress topper we had previously viewed. The sales lady was extremely helpful, as the previous man had been. She was able to demonstrate the topper on various mattresses as comparisons, so we decided to go ahead and order a topper with Cousins last Friday.
5 June 2026
Reply from Cousins Furniture
Hi R A J,
Thank you for your lovely feedback!
We're delighted to hear that after taking the time to compare options, you chose to return to Cousins for your mattress topper purchase. It's wonderful to know that both members of our team provided helpful and informative service during your visits.
We're especially pleased that our sales colleague was able to demonstrate the topper on different mattresses, helping you make an informed decision and find the right product for your needs.
Thank you for choosing Cousins Furniture and for taking the time to share your experience. We hope you enjoy the comfort of your new mattress topper.
Kind regards,
Cousins Furniture Team
Very pleased with the quality of…
Very pleased with the quality of product and of service . The delivery men were very helpful.
30 May 2026
Reply from Cousins Furniture
Hi Charles,
Thank you for your wonderful feedback!
We're delighted to hear that you are very pleased with both the quality of your furniture and the service you received. It's especially nice to know that our delivery team were helpful and made a positive impression.
We appreciate you taking the time to share your experience and hope you enjoy your new furniture for many years to come.
Kind regards,
Cousins Furniture Team
Fantastic service and deals
My family and I popped into Cousins (tyseley) to purchase a new furniture set for our living room and after a short while browsing we was approached by Anne who asked.us if she could help, from meeting Anne until we purchased what we needed and left the store she was a fantastic salesperson and a lovely lady. She listened to what we wanted and guided us around the store to find out perfect suite. Anne sorted out delivery to suit our time frame and was just a pleasure to do business with, she is a total credit to Cousins and when we return in the near future we will definitely be seeking Anne out to do our business with.
5 June 2026
Reply from Cousins Furniture
Hi Stuart,
Thank you so much for your fantastic review!
We're delighted to hear that you and your family had such a positive experience at our Tyseley store. It's wonderful to know that Anne provided such excellent service from the moment she approached you, taking the time to understand your requirements and helping you find the perfect furniture suite for your living room.
We're especially pleased that Anne was able to arrange delivery to suit your timeframe and make the whole process enjoyable and stress-free. Your comments about her being a credit to Cousins will mean a great deal to her, and we'll be sure to pass on your kind words.
Thank you for choosing Cousins Furniture. We look forward to welcoming you back in the future, and we're sure Anne will be delighted to assist you again.
Kind regards,
Cousins Furniture Team
Staff were lovely Ameet was the…
Staff were lovely Ameet was the gentleman who helped me with my choice of furniture
4 June 2026
Reply from Cousins Furniture
Hi Peter and Elizabeth,
Thank you for your wonderful feedback!
We're delighted to hear that you found our staff lovely and that Ameet was able to help you choose the right furniture. Providing friendly, knowledgeable service is something we pride ourselves on, and we're pleased Ameet made your experience a positive one.
We'll be sure to pass your kind words on to him.
Thank you for taking the time to share your experience, and we hope you enjoy your new furniture.
Kind regards,
Cousins Furniture Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.