Terrible experience.
Our experience while dealing with Cuckooland was difficult and very challenging from start to finish.
Ordering items online from their glossy images was easy enough, no problems there. We kitted out one of our children’s bedrooms with all their furniture spending over £2,000.00 with them.
Then on the day of delivery, everything was delivered all at the same time on 2 huge pallets and that’s where the problems started. We found that the pictures of the furniture on the outer packaging did not contain the items that we found inside and to add to that, there were a few of the items that didn't come with instructions. Bizarrely, we also received incomplete parts to items that we hadn't even ordered.
The only way to sort this out was to unpack absolutely everything we'd purchased and try to match it up with pictures from their website. After doing this it became quite apparent that there were multiple items missing from our order, and to add to the confusion, they'd also send random parts to furniture we'd never ordered.
So, I wrote down all the items that were missing in a methodical fashion and sent Cuckooland an email. A Customer Service Agent from Cuckooland came back to us promptly the next day to be fair and stated that they would put everything right and that they were really sorry.
Then began weeks of emails and to and from Cuckooland mostly just to confirm details I'd put in my original email which really began to wear me down. Having to go over the same thing again and again is tiring and that's what was happening in each email communication.
Then 7 weeks later when the first replenishment of the missing parts arrived - They'd only replaced some of the missing items, not all of them and so the laborious process with them began all over again.
Their same representative asked if we could dispose of the random items they'd originally sent us that didn't relate to anything we'd purchased, which we duly did for them. Cuckooland kept stating that once this mess was all sorted out, they recompense us for our inconvenience. I told them that once this mess was sorted out, I didn’t want anything from them again.
This regrettable experience all ended a few months ago with the arrival of last of the missing parts completing Cuckooland’s obligation to us. This whole process started in July 2021 and ended in March 2022... taking a total of 8 months to fulfill an order.
Shame on you Cuckooland, your service and logistical operation are an utter shambles, and your customer service team lack the basic abilities required to resolve problems efficiently. Of course, you as a company will blame it on Covid, and on parts having to be delivered via suppliers in other countries etc, etc... I blame it on Cuckooland not being very good at what they do, nothing else.
Behind all the glossy images on your website, lurks a company that has ineptitude running through its staff and services from top to bottom. You mean well, of that there’s no doubt, but your entire business model comes with a massive shortfall in that it lacks the ability to resolve missing item issues swiftly. This is because all your stock is shipped from EU countries, which adds massive lead times to missing or incomplete orders and that impacts your customers massively.
Your future customers can decide for themselves, but I will never be using your services or any company affiliated with you ever again.
I am happy to present all communications with this company to TrustPilot as clear evidence of what I've stated above.
September 5, 2022
Unprompted review