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Review Summary
Cowlingandwilcox is praised for making ordering straightforward, with a site that is easy to use and a clear online selection of art materials. Customers also mention helpful communication and customer service, which makes the whole process feel smooth and reassuring.
Delivery
"Great service, prices and prompt delivery. Thank you"
"Excellent customer service quick delivery and great price thank you"
"Fantastic. Easy to navigate website. Great savings. Arrived well packaged. And products exactly as described"
Digital experience
"Easy to navigate. Simple to use. Variety of ways to pay. Simple and quick."
"Easy to use website, efficient delivery. Will be using again."
"The site is easy to use, could spend ages looking at the different departments. I had a bit of trouble at checkout with my account, but customer…"
The site is easy to use, could spend ages looking at the different departments. I had a bit of trouble at checkout with my account, but customer service were really helpful and sorted it out right away.
Team expertise
"Very efficient service and very helpful service team. Thanks"
"Cowling and Wilcox provide, as they always have done, excellent advice and service. Items from their online shop are always well packed and promptly…"
Cowling and Wilcox provide, as they always have done, excellent advice and service. Items from their online shop are always well packed and promptly delivered.
"The whole experience was very positive. Excellent customer service. Will definitely use again. Thank you."
Choice
"Great range of products, and prompt delivery"
"Very easy to order and find the items online . Good communication throughout and a large selection of items . Sale prices very good vfm on a wide…"
Very easy to order and find the items online . Good communication throughout and a large selection of items . Sale prices very good vfm on a wide range of art materials .
"Great stock and great prices"
Responsiveness
"very prompt and efficient service"
"Efficient and prompt"
"I was really impressed by both the delivery time and the promptness of responses I had after sale. Really recommended as a seller."
Friendliness & courtesy
"Very helpful staff and friendly"
"Excellent service and staff quality art supplies"
"Great prices, fantastic customer service"
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Ronald F.
28 Sept 2026
Verified reviewI could not be more delighted. I bought a new easel at a great price. It arrived speedily in good condition. I built it up and discovered there was a split in the piece which holds the canvas in place. I emailed with photos, got an email by return with apology and information about a replacement part which arrived the next morning. The best customer service I’ve had in a long time. My easel is now in use. And I couldn’t be happier. Thank you Cowling & Wilcox. I will use you again.
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Noreen S.
28 Sept 2026
Verified reviewVery happy with ease of use of site and communication. Postage can be late but has improved since I first used this site.
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Luke D.
28 Sept 2026
Verified reviewGreat. Easy and no issues.
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Gary C.
28 Sept 2026
Verified reviewVery pleased with the service provided. I was made aware that the delivery time was slightly delayed and not at your usual speed. I received an explanation and a percentage off my next purchase, which was unexpected and kind.
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Tobi W.
28 Sept 2026
Verified reviewExcellent product, once dispatched fast delivery.(36mm Stretcher bars 90cm x 4). Depending on who you speak to on the phone you get good helpful customer service. Definitely my go to for stretcher bars.
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John W.
28 Sept 2026
Verified reviewOverall good, but slow to dispatch.
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Tessa T.
28 Sept 2026
Verified reviewAbsolutely excellent customer service. Delivery was expedited when I explained i needed the items by a specific date. Thank you to the lady who did this. It goes a long way.
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Stephen W.
28 Sept 2026
Verified reviewGreat service great products
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Karen N.
28 Sept 2026
Verified reviewI paid £6.99 for next day delivery. My order was placed on 2nd September and dispatched on 3rd. I should’ve received it on 4th but didn’t get it until 9th. I phoned Cowling & Wilcox about this on 8th because Royal Mail tracking didn’t have any delivery progress info. I was told that it was due to some orders having been taken to the wrong Royal Mail facility and no one knew which ones. He said he’d look into it. I asked for an update and a refund on the delivery charge. I was told yes he’d email me with an update on where my order was and when I could expect delivery and that I would be refunded. Neither has materialised. My order finally arrived on 9th. This delayed the start of an art project which although annoying is nowhere near as annoying as the poor customer service received from Cowking & Wilcox. I would never dream of treating my clients like this. You need to do better!
Reply from Cowlingandwilcox.com
Thank you for taking the time to review us. Firstly, I'm so sorry you had such a bad experience with us. This really is unacceptable from start to finish. As you rightly say we never want to treat our customers in this way and, to be honest, rarely do. So, once again, I'm really sorry for this. As way of an explanation (but not an excuse), our customer service team was unusually decimated during this time due to holiday and sickness and we were relying on our website design team to help out. It was a very challenging week to say the least. I can see, as you said, we delivered on time but then the issues with Royal Mail caused unnecessary issues and, due to the above circumstances, we didn't manage to keep on top of these orders in an already difficult week. As an apology, I can of course refund your delivery charge but I'd also like to send you a voucher for 10% to use in the future. Please let me know if this would help and I'll get this organised for you straightaway. Kind regards, Guy Cowling.
Reply from Cowlingandwilcox.com
Thank you for taking the time to review us. Firstly, I'm so sorry you had such a bad experience with us. This really is unacceptable from start to finish. As you rightly say we never want to treat our customers in this way and, to be honest, rarely do. So, once again, I'm really sorry for this. As way of an explanation (but not an excuse), our customer service team was unusually decimated during this time due to holiday and sickness and we were relying on our website design team to help out. It was a very challenging week to say the least. I can see, as you said, we delivered on time but then the issues with Royal Mail caused unnecessary issues and, due to the above circumstances, we didn't manage to keep on top of these orders in an already difficult week. As an apology, I can of course refund your delivery charge but I'd also like to send you a voucher for 10% to use in the future. Please let me know if this would help and I'll get this organised for you straightaway. Kind regards, Guy Cowling.
Reply from Karen N.
Thank you for your responding to my review. I really appreciate you taking the time to offer an explanation as to why there was a problem with the delivery of my order, and sympathise with the headaches that can occur despite your best efforts. I have already received a £6.99 refund for the delivery charge; thank you. A 10% discount for a future order would also be much appreciated. Your response it’s testament to good customer service, despite there having been a problem, so thank you very much. Kind regards, Karen Newman
Reply from Cowlingandwilcox.com
Hi Karen Thank you so much for your understanding. I'll send you your voucher now and if I can help you with anything else please let me know. Kind regards, Guy.
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Chris B.
28 Sept 2026
Verified reviewVery helpful personal contact about purchase. Pleased with packaging, delivery and easel
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Iain B.
28 Sept 2026
Verified reviewVery good.
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Stephen W.
25 Sept 2026
Verified reviewExcellent service and staff quality art supplies
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Lynne S.
25 Sept 2026
Verified reviewEasy to navigate website and find what I was looking for. Prompt delivery of products that were perfect for my needs.
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Michael S.
25 Sept 2026
Verified reviewOrdered four Sable brushes and some tubes of Michael Harding Oil Paints. Although I only live about half an hour from the warehouse, delivery was quite slow. Six days from ordering to delivery. Two of the Pro Arte Size 3 brushes arrived damaged because no protection had been put around the ferules to protect the hair on the brushes. I managed to soak one of them and make it usable, unfortunately the other one is fit for landfill now. They normally come with a plastic tube to protect them, unfortunately not this time.. I would normally complain directly, on this occasion I didn't, I just won't order sable brushes from C&W again. These brushes are expensive and would be well served with some sensible protection, rather than just being put a box and crossing the fingers they arrive okay.
Reply from Cowlingandwilcox.com
Thank you for taking the time to review us and feedback the issues you faced with your order. I've looked into this for you and can see you ordered on a Saturday and the goods were despatched on the following Thursday. This was within our 5 business day threshold but well outside our target of 1-2 business days so, for that, I truly apologise. As an explanation, we were in the middle of a major warehouse reorganisation at the time so our delivery times did slip a bit from our desired target. On your point about brush protectors, I'm really surprised about this as we always do our best to keep the plastic protectors on the brushes and we have spares at our packing stations in case they get mislaid. I'm going to personally make sure more training is carried out on this to make sure this doesn't happen again. Once again, I apologise for the issues you faced and hope you can feel you could use us again especially as you're so close. As another option as you're nearby, maybe you could use our click and collect service and then you could make sure your goods are perfect when they leave us. Kind regards, Guy Cowling.
Reply from Michael S.
Thank you for your reply Guy, To be honest I was very surprised not to see any plastic brush protectors on any of the four brushes I ordered and as I said the packaging left a lot to be desired, so I wasn't surprised to see the two size 3 brushes damaged. Had the brushes just been taped to a piece of stiff card it would have protected them as an option if no plastic sleeves are available? It was disappointing and I should have complained at the time of delivery, but thought I'd try to make good of what I had as they were for an urgent job. Unfortunately collection is not an option for me. I do however appreciation you taking time to respond. Thanks Mike
Reply from Cowlingandwilcox.com
Thanks, Mike. We've had quite a few new packers start with us recently and training is ongoing. I've now discussed this with our warehouse manager and he has reiterated the importance of protecting our brushes, and indeed all products. Hopefully, we won't have these issues again in the future. Once again, I'm sorry for the issues you faced. If your brushes need replacing, please don't hesitate to get back in touch and I can sort this out for you. Kind regards, Guy.
Reply from Michael S.
Thanks Guy Unfortunately I threw the damaged brush in the bin in frustration.
Reply from Cowlingandwilcox.com
Oh no, please tell me which one it was and I'll get another one sent out to you on Monday. If it was more than one, that's fine. Kind regards, Guy.
Reply from Michael S.
Hi Guy That is very kind. It was the Pro Arte Renaissance Sable Series RS Round Brush-Size 3. Many thanks Mike
Reply from Cowlingandwilcox.com
No problem, Mike, I'll get this sorted out for you tomorrow. If I can help further, please let me know and enjoy the rest of your weekend. Guy.
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Julie P.
25 Sept 2026
Verified reviewVery reliable company. Reasonable prices, easy ordering and efficient delivery.
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Trevor L.
25 Sept 2026
Verified reviewExcellent service, very happy with product, went to C&W because another well known art store were going to charge me heavy postage just to send item over the Irish Sea to another part of the UK.
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Gita P.
25 Sept 2026
Verified reviewBought oil paints. Haven't used them yet. But great delivery service. Easy to buy.
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V. S.
24 Sept 2026
Verified reviewEasy to navigate site and well packed and delivered.
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Luca G.
24 Sept 2026
Verified reviewThe order never arrived and I had to cancel it. In my experience this is often the case when you use Evri as the courier; they are by far the worst couriers in the UK
Reply from Cowlingandwilcox.com
Thank you for taking the time to feedback to us. I'm so sorry you had issues with our Carrier and totally understand your frustration. Believe me, it's incredibly frustrating for us as well as we use many different carriers (Royal Mail, Evri, DX, DPD, etc.) and, on occasion, they all have a habit of letting us down. I understand our customer service team has been in touch with you and we've agreed a refund on your goods. Once again, I'm so sorry that your order didn't go as we'd have both liked on this occasion. If we can help further, please don't hesitate to get back in touch , Guy.
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Rosemary L.
24 Sept 2026
Verified reviewEasy to order, prompt service, well.packeged and all items received correctly. Good selection of items for sale and good prices.
Reviews displayed in chronological order
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