I had an Omega Seamaster 300 case that went missing between Canada and the UK. It took six months before I was reimbursed, though the blame for that delay could be sloughed off to the Royal Mail. What I found objectionable was how Cousins, three months after the ordeal began, suggested that I would have to re-order the case at its newly-jacked-up price--GBP 560 instead of GBP 405. It wasn't until I complained that they conceded that, sure, I could order another case at the original GBP 405 price tag. Bear in mind that I was out-of-pocket for the entire six months!
I'm happy that the matter was resolved in the end, after over 50 emails tossed back-and-forth. However, Cousins' customer service instincts strike me as deficient. There's a lot that their representatives could have done to assuage my concerns, but it seems their primary objective was to minimize the company's risk.
Cousins is lucky to be in such an uncompetitive market, since there's no way I can say that I'll be taking my business elsewhere!