Customer reviews for cowlingandwilcox.com

Customer reviews

• 5 / 5

  

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  I found the website and ordering process simple to use. My parcel arrived sooner than I’d expected in the current circumstances. Would certainly recommend.

  Review of 07/05/2020, following an experience of 18/04/2020 by RYAN T. *

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• 5 / 5

  

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  Took a long time for delivery but considering lockdown guess understandable.

  Review of 07/05/2020, following an experience of 22/04/2020 by ELIZABETH F. *

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• 2 / 5

  

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  order placed 22 april ..still not recieved 2 may emailed them but no reply .. difficult to rate something you dont recieve.

  Review of 07/05/2020, following an experience of 22/04/2020 by RAY M. *

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  Answer by cowlingandwilcox.com

  

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  Hi Thank you for providing your feedback. We've had a look at your order and it was despatched on the 25/04. I'm afraid Royal Mail are still under a lot of pressure and are taking longer than expected to deliver. I'm so sorry your delivery is taking so long. Thank you for bearing with us through these highly challenging times. Your orders are so important to us now more than ever. Keep safe and well. Kind regards, Guy, Cowling & Wilcox.

  Answer by Ray M

  

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  Order now recieved Thanks

  Answer by cowlingandwilcox.com

  

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  Thanks for letting us know. I'm so sorry for the delay. Kind regards, Guy, Cowling & Wilcox.

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• 5 / 5

  

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  Superb service despite virus problems with mailing out

  Review of 07/05/2020, following an experience of 21/04/2020 by EMILY B. *

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• 5 / 5

  

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  good quality, quickly delivered and great price for my canvases

  Review of 07/05/2020, following an experience of 21/04/2020 by SHANNON M. *

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• 5 / 5

  

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  Arrived on time and was just what I ordered.

  Review of 07/05/2020, following an experience of 15/04/2020 by CAROLINE C. *

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• 4 / 5

  

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  Good communication

  Review of 07/05/2020, following an experience of 18/04/2020 by NATASHA S. *

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• 5 / 5

  

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  All products accurate to their description on website. Reputable brands. Speedy delivery.

  Review of 07/05/2020, following an experience of 17/04/2020 by SELINA P. *

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• 5 / 5

  

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  Excellent service, as always - a prompt response, courteous and with good professional advice when requested.

  Review of 07/05/2020, following an experience of 17/04/2020 by JULIA W. *

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• 4 / 5

  

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  The materials arrived extremely quickly considering the country is on lockdown. I appreciate it.

  Review of 07/05/2020, following an experience of 17/04/2020 by CAROLINE M. *

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• 1 / 5

  

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  We would rate Cowling & Wilcox as very bad. We ordered a voucher on 19th April, as a gift. The web page describes the voucher in the following terms, 'Send a personalised gift voucher by e-mail instantly to the address of your choice or print them off from home.' Consequently, we expected to receive the voucher by return, rather like an e-ticket, and this was the reason we chose to buy from Cowling & Wilcox. The payment was acepted and the confirmation screen included the words, 'Your order on Cowling & Wilcox Ltd. is complete' and 'Your order will be sent very soon.'. We anticipated that we would receive a confirmation e-mail but did not and no voucher arrived either. Several days later we tried to contact the company. At the time of the order, a confirmation screen provided an order number and said that in the event of any questions, you should contact 'customer support' on a given telephone number. This number proved to be useless as a recorded message said the line was closed. We then attempted to contact the company by E-mail, which was said to still be in use. Our E-mail asked either for the voucher to be sent or, for the company at least to let us know what to expect. As of 30th April, no reply to the message has been forthcoming and no voucher has arrived. We fully understand that businesses are currently working under great difficulties, this has been a very dissapointing experience. This may be because vouchers are never sent by E-mail but, if so, then the website description is wrong. The company would be advised to spell out the voucher despatch system in detail on their website, to avoid misleading others. As far as we are concerned, the birthday this was for has long gone and we are left not knowing if we will ever be able to send the gift or if Cowling & Wilcox has taken our money under false pretences.

  Review of 07/05/2020, following an experience of 19/04/2020 by PAUL J. *

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  Answer by cowlingandwilcox.com

  

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  Thank you for providing your feedback. It's such a helpful way for us to improve our service where necessary. I'm so sorry that our Voucher service didn't work correctly on this occasion. We sell an awful lot of vouchers on our site and we rarely get issues but, of course, with all things technical glitches of this type can occur. Also, emails often go into spam and get lost in there. We've looked through our email messages and website messages and, I'm afraid, we can't find a record of you emailing us. Of course, I'm not suggesting you didn't but, unfortunately, we haven't received anything to advise us of your issue. Once again, this is very frustrating for both of us. Is there anything I can do to help now? If so, please reply to this message and I'll see what I can do to help. Kind regards Guy Cowling & Wilcox

  Answer by Paul J

  

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  Dear Guy, There is indeed something you can do. We note that you have no record of our E-mail (which was sent using the 'Contact us' provision on your website). However, you do not say whether you have a record of our order. We would be mostt grateful if you could telephone us on 01935-420112 so that the issue can be resolved. Yours, Brian & Moira Gittos

  Answer by cowlingandwilcox.com

  

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  Of course, I'll give you a call now to help sort this out for you. Kind regards Guy Cowling & Wilcox

  Answer by Paul J

  

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  Having established contact, it has become clear that the problem was caused by a minor technical glitch that was not the responsibility of Cowling & Wilcox. After a brief consultation, the matter was resolved instantly and to our entire satisfaction. This was handled in an exemplary and impressive manner. This problem occurred in the midst of the Covid-19 business disruption and, under normal circumstances, would undoubtedly have been resolved swiftly and without any difficulty.

  Answer by cowlingandwilcox.com

  

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  Thank you so much for your feedback and I hope your granddaughter enjoys spending her Voucher. Kind regards Guy Cowling & Wilcox

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• 4 / 5

  

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  Good service, kept informed throughout by email and items arrived in good condition. Fairly fast delivery in view of lockdown challenges. Thank you all 🙏

  Review of 07/05/2020, following an experience of 17/04/2020 by ETHAN B. *

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• 5 / 5

  

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  Very happy

  Review of 07/05/2020, following an experience of 15/04/2020 by NIKKI M. *

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• 5 / 5

  

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  The website was easy to navigate, easy to find and purchase what I wanted from the site.

  Review of 07/05/2020, following an experience of 15/04/2020 by KARL O. *

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• 5 / 5

  

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  The website was easy to navigate and pay for items. An excellent selection of artist materials, I would recommend this seller .

  Review of 07/05/2020, following an experience of 08/04/2020 by ADAM J. *

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• 1 / 5

  

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  No items delivered and no response to email requesting status of items

  Review of 07/05/2020, following an experience of 09/04/2020 by FREYA J. *

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  Answer by cowlingandwilcox.com

  

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  Hi Thank you for taking the time to feedback to us. I'm so sorry your order took so long to arrive. We despatched it on the 14/04 and I see it was delivered on 27/04. I know Royal Mail are really up against it at the moment and are seriously struggling with the demand but 2 weeks is quite unbelievable. I think we all hope this improves soon. Once again, I'm so sorry it took them so long to deliver. Kind regards, Guy, Cowling & Wilcox

  Answer by cowlingandwilcox.com

  

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  Hi Just checking that you've now received your order. Hopefully, now Royal Mail are catching up with the unprecedented demand for their services. Kind regards Guy

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• 5 / 5

  

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  Took a while to arrive ,but that is totally understandable in the current lockdown situation. Excellent customer service & prices. Would highly recommend. Very happy customer 😀

  Review of 07/05/2020, following an experience of 07/04/2020 by OLIVER B. *

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• 4 / 5

  

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  Cowling & Wilcox website is easy to navigate making it easy for me to find what I was looking for. Delivery of my order from processing to me actually receiving it took 10 days due to restrictions companies and delivery services are currently working under due to Covid 19. My order was well packaged, arrived in good condition and my goods in good condition. I would use Cowling & Wilcox again.

  Review of 07/05/2020, following an experience of 14/04/2020 by NEIL E. *

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• 5 / 5

  

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  Thank you for your easy to purchase online service . Purchases arrived quickly despite lockdown. Well done and thank you .

  Review of 07/05/2020, following an experience of 14/04/2020 by PAULA M. *

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• 5 / 5

  

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  Second time I've ordered. No issues at all and the delivery came in the stated time.

  Review of 06/05/2020, following an experience of 09/04/2020 by DALE S. *

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• 5 / 5

  

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  Excellent customer service even during this hard times with lockdown and deliveries problems

  Review of 06/05/2020, following an experience of 08/04/2020 by FREYA C. *

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• 5 / 5

  

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  Quick shipping, all well

  Review of 06/05/2020, following an experience of 09/04/2020 by OSCAR A. *

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• 5 / 5

  

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  Very happy.

  Review of 06/05/2020, following an experience of 09/04/2020 by AMANDA S. *

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• 5 / 5

  

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  Good items delivered in a timely fashion. Easy and intuitive website.

  Review of 06/05/2020, following an experience of 06/04/2020 by ISOBEL B. *

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• 2 / 5

  

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  I have been waiting for my order for 20 days now to arrive, I have emailed them a few times to ask when it is going to be arrived, but I get no clear response back (if they respond). I know the time now is difficult but as a customer, who have already paid, I have the right to know when my parcel will arrive.

  Review of 06/05/2020, following an experience of 04/04/2020 by BENJAMIN W. *

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  Answer by cowlingandwilcox.com

  

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  Hi Thank you for providing your feedback. We've had a look at your order and it was despatched on the 14/04 and delivered on the 22/04. We emailed you on the 11/04 and then you responded on the 20/04 to which we responded on the 21/04. It did take us longer than expected to despatch your order as we were still acclimatising to the new situation in which we all found ourselves. So, I apologise for that. However, once the order was shipped it took an awful long time for Royal Mail to deliver. We've now discovered that they've been under huge pressure recently which would explain the delay in your delivery and I'm afraid we were being told to be patient with deliveries through that period so unfortunately this was the only information we could pass onto you. I'm so sorry your delivery took so long but things have improved hugely now both in terms of despatch times and delivery times. Thank you for bearing with us through these highly challenging times. Your orders are so important to us now more than ever. Keep safe and well. Kind regards, Guy, Cowling & Wilcox.

  Answer by cowlingandwilcox.com

  

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  Hi Just checking that you've now received your order. Hopefully, now Royal Mail are catching up with the unprecedented demand for their services. Kind regards Guy

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• 4 / 5

  

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  Relatively easy to use. To find canvases you need to get to canvases through another category?

  Review of 06/05/2020, following an experience of 08/04/2020 by CHRISTOPHER B. *

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• 5 / 5

  

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  Very happy with service received

  Review of 06/05/2020, following an experience of 04/04/2020 by BARRY W. *

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• 5 / 5

  

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  Easily placed my order. Contact made regarding time for dispatch during this time. Prompt response. Products arrived within a week. Great products and fabulous service. Highly recommend.

  Review of 06/05/2020, following an experience of 02/04/2020 by ISLA W. *

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• 1 / 5

  

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  I haven't had my order yet and I ordered it over 3 weeks ago. I have contacted them various times and they have just told me that it's been sent. I have phoned them but cannot get through and now they are not responding to my emails. Very bad customer service, I would not recommend.

  Review of 06/05/2020, following an experience of 03/04/2020 by CHARLIE R. *

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  Answer by cowlingandwilcox.com

  

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  Hi Thank you for providing your feedback. We've had a look at your order and it was despatched on the 14/04 and delivered on the 23/04. You got in touch with us 08/04 and then you replied on 20/04 to which we replied the following day with an update. It did take us longer than expected to despatch your order as we were still acclimatising to the new situation in which we all found ourselves. So, I apologise for that. However, once the order was shipped it took an awful long time for Royal Mail to deliver. We've now discovered that they've been under huge pressure recently which would explain the delay in your delivery and I'm afraid we were being told to be patient with deliveries through that period so unfortunately this was the only information we could pass onto you. I'm so sorry your delivery took so long but things have improved hugely now both in terms of despatch times and delivery times. Thank you for bearing with us through these highly challenging times. Your orders are so important to us now more than ever. Keep safe and well. Kind regards, Guy, Cowling & Wilcox.

  Answer by cowlingandwilcox.com

  

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  Hi Just checking that you've now received your order. Hopefully, now Royal Mail are catching up with the unprecedented demand for their services. Kind regards Guy

  Answer by Charlie R

  

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  Hi, I received my order last week. Thanks.

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• 5 / 5

  

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  Fast service

  Review of 06/05/2020, following an experience of 01/04/2020 by CONNOR D. *

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• 5 / 5

  

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  Good communication

  Review of 28/04/2020, following an experience of 22/03/2020 by KIERAN M. *

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• 5 / 5

  

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  The service provided was superb - I was kept informed with regards to when the order was dispatched and it arrived in good time.

  Review of 17/04/2020, following an experience of 03/04/2020 by SCOTT B. *

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