I visited the Canterbury store and was served by Kit. The whole experience was definitely 5 star. Kit was helpful, and overwhelmingly enthusiastic and encouraging. The products in the sale were exc... Näytä lisää
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I visited your Canterbury shop and your colleague Jack was extremely helpful in my decision of buying brushes and paper for water colour painting. I am very much a beginner and with his knowledge I c... Näytä lisää
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I’d put zero stars if possible. Slow as can be (blamed bank holiday over a week after bank holiday). Not all emails responded to and order eventually delivered with main item missing. Customer servi... Näytä lisää
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I had the most amazing customer service at cowling and Wilcox Canterbury with Janey and Jack! They were very knowledgeable and helping me choosing the canvases. They accommodated me with lovely kindne... Näytä lisää
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Yrityksen tiedot
Yrityksen kirjoittama
We've been supplying fine and graphic art materials since 1960. Our range includes art supplies from the world's leading brands, all at fantastic prices.
Yhteystiedot
Unit 7a, CT3 Business Park, Cooting Road, CT3 3DW, Aylesham, Yhdistynyt kuningaskunta
- 01303 290550
- admin@cowlings.com
- www.cowlingandwilcox.com
4,3
Erinomainen
128 arvostelua
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What a poor service
What a poor service. Online site says free UK delivery over £50. I purchased 14 tubes of paint costing over £120. The transaction said I rightly qualified for free delivery. Then they contact me admitting their site needs to be amended but I must pay £10 extra for delivery be suse of the weight. They won't take responsibility or even post as two separate lots, both qualifying for the over £50 criteria. Now it's taking 7 days to get my money back and they're happy to lose the business. Clearly not a company that understands good customer service and the importance of good will. Please dont shop with these people!
14. helmikuuta 2023
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to review us. I'm sorry you felt that we didn't offer you what you expected. I can only assume that you're located in the Highlands & Islands or Northern Ireland. We'd love to offer you free delivery on all deliveries but, unfortunately, if the parcel is above 2Kg we have to use a Courier who charge us a surcharge for 'non-mainland UK'. It's as frustrating for us as it is for you. All of these points are explained in our 'Delivery' section but you're right we should have offered you the option to split packages assuming this would have taken them below the 2Kg threshold and assuming there were no restricted items in your order. I'm surprised we didn't and I know we would now so I can only assume we were training up some new team members. Once again, I'm so sorry about this and I can assure you this wouldn't happen again. If you're willing to give us another go, I'm happy to send you a 10% off Voucher. Kind regards, Guy.
Can't fault it
Can't fault it. Was a little worried after reading the reviews but my order came well packaged and within a working day of ordering, between Christmas and New Year, which was great.
28. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to review us. I'm so pleased you were happy with how we served you. Kind regards, Guy.
excellent service…
I ordered an art drawing board for my grandsons Christmas present. The purchase made on line was acknowledged swiftly and several e mails were sent out about its dispatch. It arrived when expected a couple of weeks before xmas, I did inspect it but my failing eyesight did not notice the crack in the corner which of course grandson did as soon as he opened it. As he needs it for his graphics GCSE he was very disappointed. Even though it was boxing day I sent an e mail to C and W which was answered the next day, they apologised for his disappointment and said they would send a replacement. they did not have it in stock but sent for one from one of their other stores. They kept me informed at each stage and a brand new one arrived in a short time, given the postage strike. I do believe that the new one is of a higher quality. I cannot recommend their customer service highly enough, the politeness of their employees and their willingness to pput things right. My grandson is very happy. Well done!!!
28. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to review us. I'm so pleased you, and your grandson, got the service you deserved. Kind regards, Guy.
Poor systems and service
Helped my elderly mother - who doesn’t normally shop online - to order some items as a late (express order) Xmas gift. Purchase confirmed on screen with order number but Cowling didn’t follow up with an email acknowledgment. When I chased up they said the payment had timed out and denied that my screenshot showed their order number, saying it was something to do with my bank! I’ve now reordered from a reliable supplier (Cass) and won’t be bothering with these guys again. Had their customer support offered a solution I’d have given them a better rating but they weren’t interested in helping. A pity they have to time waste.
21. joulukuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to leave us a review.
Firslty, I would like to apologise for any issues experienced when using the website and for any inconvenience caused.
Of course we want all customers to have a pleasant and stress-free experience with checking out so we are sad to see that this wasn't the case when ordering for your mother.
I am feeding this back to my team as all feedback is welcome as it helps us to improve out site and overall customer experience.
Please know, we do accept phone orders and I will be happy to assist with this if you or your mother wish to purchase anything in future.
I really hope you return to us and if we can do anything to help, please let our customer service team know!
Kind regards
Cowling & Wilcox
Great overall experience but use PayPal for protection
I purchased some pens in their Black Friday sale. I was a bit apprehensive after reading the reviews on here so I paid using PayPal to ensure I was protected. I checked out on the Friday morning using next day delivery and the pens arrived at home by Saturday lunchtime! Great service and I was very happy with the price I paid. Would definitely shop with them again
26. marraskuuta 2022
Oma-aloitteinen arvostelu
Thank you…
It seems many only take time to leave reviews to display their negative frustrations however I have made several separate online purchases with this Art supplier and can say I have always received fantastic products which have all been delivered in good time (even when the postal strikes have been in place). Thank you Cowling and Wilcox 💓
27. lokakuuta 2022
Oma-aloitteinen arvostelu
I had a very positive and helpful…
I had a very positive and helpful experience with the Canterbury branch in particular with Jeanie and Jack today. I am more than happy to recommend them as an art supplier.
27. maaliskuuta 2022
Oma-aloitteinen arvostelu
Spent over £100 on acrylic paints and…
Spent over £100 on acrylic paints and huge canvases at time when i was really ill and needed something to cheer me up. The paints were off making my paintings smell foul and i had an allergic reaction to them. So all the effort of the paintings was also waisted. I took them back, they kept the paints and canvases, said they would contact the manufacturer but never reimbursed me. I chased and chased, got no response just a brush off. I had made clear i was disabled and this was a lot of money for me. Made no difference.
18. maaliskuuta 2022
Oma-aloitteinen arvostelu
COWLING & WILCOX - left me HOWLING & GIBBERING in frustration
Tried to order gifts for my great-niece. Form asks for two addresses - billing and delivery. Logical? Well, obviously.
Every time I got to checkout, the addresses given were the same. Invited to change either one of them, and both were changed to the same. NIGHTMARE.
My great-niece is 10. She does not have a Visa account. She lives 120 miles away. I want the gifts delivered to her - not to me.
I am 72. I DO have a Visa account. But I DON'T have a birthday next week. The gifts are for HER.
Why is it impossible for your ordering system, which asks for SEPARATE 'address descriptions' each time, to KEEP them SEPARATE??
I give up.
Ordering elsewhere.
Bye.
2. helmikuuta 2022
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to leave us your review.
I am so sorry to hear that you experienced this when trying to checkout! We always aim to have an easy process when ordering on our website so I was sad to read that it was such a struggle to place your order.
Usually, the website will allow you to select a delivery address and then add a new address for billing but it should not default both options to one address in the way you've described.
If you ever wanted to order again in future, you are of course welcome to try the website again but if you'd prefer to speak to someone then please give us a ring on 01303 290550 and we can complete a phone order with you.
We are sorry again for any inconvenience caused.
Kind regards
Cowling&Wilcox
Truly awful experience
Truly awful experience. Was given a £50 voucher for Christmas and when I spent it was charged for delivery because a £50 voucher isn't considered the same as cash- so people have to pay for delivery of their Christmas present. It was difficult to find where to use the on the website, and I tried to ring them to sort it out, but they had left the phone lines on when they were shut with people queuing and no information about opening times. Truly awful customer service.
29. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to leave us your review.
I do apologise that you weren't left with the best experience of Cowling & Wilcox when using your Gift Voucher!
I do want to advise that no voucher will cover delivery costs and will only be applied to the cost of the products themselves. The reason for this is that the delivery is charged to our couriers as we do not use our own drivers whereas the products come from ourselves directly.
However, if this was not made clear before purchase or you weren't advised of this by our team then please accept our sincere apologies as it's not nice to see a payment due at the end of checkout when it isn't expected.
With regards to trying to contact us at the time, this may have been when the stores/Head Office were closed over the Christmas period but there should have been an option in place to leave a message so that someone in our team could return your call and if this was not actioned then that is unacceptable. Although I cannot speak for the time of this order, our head office now has a voicemail option in place from the time that we close and this includes weekends/bank holidays so that upon our return, we can get back to you and resolve any questions or concerns you may have.
If you ever wish to order again or have any questions regarding this, please don't hesitate to contact our customer service team at admin@cowlings.com
Kind regards
Cowling&Wilcox
Held entire order because one item was out of stock to avoid delivery before Christmas
Ordered a gift well before Christmas but as one item was out of stock, they held the entire order and wanted to send it after Christmas. When speaking to customer service, they did not care they had caused the problem and did not seek any kind of help to make the situation right.
20. joulukuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to leave us your review.
I would like to apologise firstly for any delay with your order arriving with you at the time of your purchase and for any inconvenience this caused.
I want to reassure you that it is always our aim to get orders out in a timely manner especially around Christmas so we wouldn't want to purposely delay anyone's goods being shipped.
We do tend to hold an order if an item is out of stock but please know we follow these up as a priority to ask the customers preference on how to proceed.
The reason for this is that all customers have different needs with regards to their order so we wouldn't want to part ship an order if they're preference would be the swap the out of stock product or cancel the order in it's entirety.
If this was not followed up regularly and this caused your order to arrive after the holidays then this is not an acceptable form of action and certainly doesn't reflect the standard we hold for our dispatch times so I want to sincerely apologise on behalf of the team.
I really hope you wish to return to us as a customer and if you do have any questions regarding this, please don't hesitate to contact our customer service team at admin@cowlings.com
Kind regards
Cowling&Wilcox
5* service
I’ve read some awful reviews here and I am stunned. I have had countless supplies from this company over a number of years and even when things have gone a little wrong they have always sorted the problem out.
The prices are great and yes sometimes it takes a little longer for the items to ship but what I am saving over buying the stuff elsewhere is Definately worth it.
2. marraskuuta 2021
Oma-aloitteinen arvostelu
I run a small arts and wellbeing…
I run a small arts and wellbeing organisation. As we are lottery-funded, we are always looking for quality art materials at good prices. I had not come across Cowling & Wilcox before but thought their prices were very competitive. The range of supplies was varied and we found everything we needed. Our order arrived quickly and all of the items were of excellent quality. We are very pleased with the service and will be ordering from them again.
21. lokakuuta 2021
Oma-aloitteinen arvostelu
Excellent service …
Have to write and say what excellent Customer service and postal service I have received from them. Panicked a bit when had paid extra for next day delivery after tracking parcel on same day as order and carrier showed a date 4 days later . Rang Cowling and a very nice Gentleman looked up my order and explained carrier always put that but would be changed when on the van. It was ,received it the next day ,beautifully packed and exactly what i wanted, thank you
30. elokuuta 2021
Oma-aloitteinen arvostelu
Allowed me to learn with decent paints :)
I have been using cheap paints as I didn’t know any different and wondered why my paintings were so terrible, I went onto this site and they had a sale on Winsor Newton acrylics which enabled me to start to build the whole collection of WN paints, there is a vast difference between budget paints and slightly more expensive , I find following tutorials easier with decent paint , I’m a learner ,postage and delivery super fast and I will be using this company from now on for all my art needs thank you for such fast service.
19. kesäkuuta 2021
Oma-aloitteinen arvostelu
Artists Materials at Sensible Prices
I was very saddened to read some negative reviews for the company especially as I had first rate experience with them ! From ordering to receiving it went very well indeed.
The connection I had by email was so prompt, so I’m looking forward to more purchases in future.
Thank you Cowling and Wilcox ✨🌟🌟🌟🌟🌟✨
17. maaliskuuta 2021
Oma-aloitteinen arvostelu
Great service
Great correspondence and friendly service. Responded to my emails very quickly and ensured my items arrived safely.
1. maaliskuuta 2021
Oma-aloitteinen arvostelu
Bad experience!
One week ago ordering and my items hasn't even been shipped. No info, no email address for contact, and I am still waiting. Not happy!!!!
19. helmikuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for your review.
I am sorry to hear that you received no notifications regarding your order and that you were left with a negative experience! This certainly isn't what we want customers to go through when ordering any products from ourselves.
Our website does send out automatic emails with an invoice and again once the order is dispatched but this could have meant that these ended up in your junk/spam folders so might not have been seen or it could have been a glitch on our side of things which isn't acceptable as customers need to be given updates on where their products are.
I am hoping you received your order in good condition but if you wanted to follow up on this or relay any additional information, please don't hesitate to contact our customer service team at admin@cowlings.com
Kind regards
Cowling&Wilcox
AVOID THESE SCAM ARTISTS
This company are scam artists, we never recieved a £50 order as royal mail delivered to a non secure location and as such we never took ownership of our parcel.
We have cctv footage of us not recieving the parcel, and we have contacted royal mail directly - the latter we had to do to understand what had happened even though this is THEIR JOB as per trading standards.
But despite all of this they refused to refund us or resend the parcel. If you have ANY issues with delivery you will recieve a) no help b) rude customer service and c) no refund.
We're now in the process of going through trading standards.
Edit.. its taken your company 2 years to reply and none of what you said is true. Please read our experience with your rubbish company and compare vs what you said should happen. Re returning to use you lol no, your companies customer service were rude and not willing to help hence the effort we had to spend with the bank to get our refund. We haven't shopped with you since.
18. helmikuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for taking the time to leave us your review.
I am sorry to hear that you didn't receive your order from us, as a team we do what we can to relay information to the couriers to ensure customers get their orders quickly and in good condition so I was unhappy to hear your order was left in an undisclosed location.
I want to reassure you that when a customer cannot locate their order, our team will do what they can to speak with the couriers and locate this. We will also action alternative resolutions if needed as we do not want customers being left without an order if there was no proof of delivery from the couriers tracking.
Even when investigating where parcels have been delivered, we still set a standard for our team to speak to customers in a polite and helpful manner so to hear you experienced rude customer service when chasing your order is also not acceptable and please accept our apologies for this.
We do hope that you order from us again as we don't want you being left with such a negative experience and if you do want to follow up on this or have any other questions, please contact our customer service on admin@cowlings.com
Kind regards
Cowling&Wilcox
Hi Craig,
Unfortunately, this Trust Pilot account was not created by ourselves and until now we have been dealing with reviews on another platform, please know if we had known of this accounts existence we would have gotten back to you much sooner in hopes of resolving this.
We did have a different team back in 2021 for customer service and so I cannot speak to them directly about how your order was handled and how you were treated so all I can do is sincerely apologise for the experience you had and assure you that our team now are held to a high standard of customer care.
We do chase deliveries when they are not received by customers whether that be Royal Mail, DHL or DPD and get as much information as possible to help locate peoples goods and as advised, we will offer alternative resolutions if needed.
I am sorry again that your order was not received at the time as well as any inconvenience caused by the staff you spoke to.
Kind regards
Cowling & Wilcox
Terrible service
Terrible service. I placed an order a week ago with next day delivery. They sent me tracking details that are not valid and I never received my order. I messaged them 3 times now and I have not received a reply yet. I will claim a cashback from my bank and I will never order again from them.
17. helmikuuta 2021
Oma-aloitteinen arvostelu
Vastaus yritykseltä Cowling & Wilcox
Thank you for your review.
I am sorry that you had such a negative experience when ordering from ourselves, from the delivery not arriving as well as the lack of communication from our team.
Looking back at your order history I can see a refund was actioned on this order but this should have been made clear to you through either a phone call or response from a member of our Customer Service.
Please know that any emails or messages we receive are answered in as timely as manner as possible and this is why I am so disappointing to see that this wasn't the case with your concerns at the time.
We really hope that you return to us as a customer as we don't want you to be left with a bad experience and if you wanted any additional information relating to your refund, please let us know.
Kind regards
Cowling&Wilcox
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