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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
"delivered as ordered promptly Good value especially special offers."
"Easy to navigate site. Genuine reductions on known brands. Well packaged products and delivery as described. Excellent"
"Easy to order, excellent service. Thank you.k"
Digital experience
"Easy to order from the web site and delivered quickly"
"Website was very user friendly. The delivery was on time and products were exactly as promised. Very pleased. Great value. I will definitely be…"
Website was very user friendly. The delivery was on time and products were exactly as promised. Very pleased. Great value. I will definitely be buying here again.
"Easy to navigate website with an excellent choice of art resources. Straightforward to add items to basket and a wide array of payment options…"
Easy to navigate website with an excellent choice of art resources. Straightforward to add items to basket and a wide array of payment options including PayPal and Klarna. Item ordered was delivered quickly and no problems at all. Will definitely buy from again.
Team expertise
"Wonderful customer service"
"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.
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
"The whole experience was very positive. Excellent customer service. Will definitely use again. Thank you."
"Very helpful staff and friendly"
"Excellent service and staff quality art supplies"
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A. A.
28 Aug 2024
Verified reviewgreat customer service
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A. A.
28 Aug 2024
Verified reviewVery good
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A. A.
28 Aug 2024
Verified reviewGreat product would recommend your services to anyone. Thank you
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A. A.
28 Aug 2024
Verified reviewexcellent company to deal with. Prompt delivery
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A. A.
28 Aug 2024
Verified reviewReally good products at a great price. Nice customer service. Thank you!
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A. A.
28 Aug 2024
Verified reviewGood service, quickly dispatched
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A. A.
28 Aug 2024
Verified reviewGoods were reasonably pirced and sent within the expected timescale. The da Vinci mottler brushes set I ordered however were the wrong ones - it turned out the wrong sizes had been advertised ie 20/40/60 when I was sent 10/20/40, so larger brush sizes advertised than I actually received. Also the size 40 I recevied was damaged. I was thanked for pointing this error out and told the advert would be adjusted, but was offered no compensation or exchange. I had to request this. In the end I was given a full refund and invited to keep the brushes sent to me which was a reasonable outcome but only because I went back to ask for a better customer service. So overall, not too bad on rpice and efficiency but customer service needs improving and to be proactive when things go wrong.
Reply from Cowlingandwilcox.com
Thank you for taking the time to review us. I'm sorry you had an issue with your order. I've looked into the details of your order and found that we apologised for the incorrect listing. Our Supplier changed this product recently and we were planning to run down the old stock before switching to the new product. Unfortunately, we got this wrong. I know we offered you a refund on the incorrectly sized product but this was not acceptable, we then offered you to send the goods back to us at our expense which was also accepted so we refunded the full product. I'm sorry for the mistake but I can assure you it was just a mistake. However, I'm not really sure how we weren't proactive enough.
Reply from A. A.
Hi - I informed Megan of the mistake. She replied as follows Good Afternoon, I believe I recognise what's happened & want to start by apologising for the confusion. This set is part of our Exclusive sets, organised in collaboration with Da Vinci. As such, it is the only Exclusive Mottler brush set we have available in this particular range & couldn't be a different or incorrect set, I'm afraid. The listing itself lists these sizes incorrectly. We thank you for bringing this to our attention, the relevant people have been informed in order to rectify the issue as soon as possible. Again, we are sorry for the confusion, but will resolve this promptly. Kind Regards, Chris Customer Advisor I then had to write again to say can you please let me know what you plan to do about this as i did not get what i paid for - I dont feel the message above is. a proactive offer to put things right, only to change the wording of the the listing. So - i had to spend time emailing back and forth to get a fair outcome.
Reply from Cowlingandwilcox.com
I can see that Chris replied not Megan. We were a little short that week with holidays/sickness so Chris, our Website Administrator, kindly stepped in to help out. I agree he could have been more proactive but I can assure you we pride ourselves on our customer service and am sorry we let you down on this occasion. Kind regards, Guy.
Reply from A. A.
No worries and thank you for following up.i still plan to buy from you and when things are good next time I'll leave a review accordingly! This did take up a lot of my time and just time round.
Reply from Cowlingandwilcox.com
Thank you for coming back to me and being so understanding. If you ever have any more issues in the future (I hop you won't) , please don't hesitate to contact me directly at guy@cowlings.com. I hope you enjoy your brushes. Kind regards, Guy.
Show exchanges Hide exchanges -
A. A.
28 Aug 2024
Verified reviewVery pleased with everything
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A. A.
14 Aug 2024
Verified reviewThe packaging was torn on either end. I think if you are going to use a courier, such as Evri, maybe prompt the customer to annotate delivery instrucions in a open box so instructions can go to the courier. The courier tried to deliver this out of business hours, i.e. Saturday and then again between 7-9pm on a weekday. We only open 9-5pm Mon to Friday. The constant taking a packing out of the van and then another person loading a van the next day means the packagaing gets weaker. So all I would say is stronger packaging is needed as loose items fell out when I took delivery of the parcel.
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A. A.
13 Aug 2024
Verified reviewUsed product - little disappointed with narrow opening but overall good product
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A. A.
13 Aug 2024
Verified reviewprompt
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A. A.
13 Aug 2024
Verified reviewProduct came within two days in recyclable packaging.
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A. A.
13 Aug 2024
Verified reviewGreat service. Recommended.
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A. A.
13 Aug 2024
Verified reviewExcellent service, as always
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A. A.
13 Aug 2024
Verified reviewGret prices and product range
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A. A.
13 Aug 2024
Verified reviewNice to be able to order something on the phone
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A. A.
13 Aug 2024
Verified reviewEasy to find what I was looking for.
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A. A.
13 Aug 2024
Verified reviewDelivery is prompt, they often have amazing offers on which make producing artwork affordable. I highly recommend.
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A. A.
13 Aug 2024
Verified reviewI’ve placed a couple of orders through C&W recently and I have not experienced any issues and delivery has been quick and as advised.
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A. A.
13 Aug 2024
Verified reviewEasy to view and learn about the quality of product. Trustworthy website. Thank you.
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