The White Company Reviews

Name: The White Company
Address: The White Company (London) LLP, 1 Derry Street, London
Rating: 2.10

2.1 Rating 274 Reviews

26 %

of reviewers recommend The White Company

2.1

Based on 274 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About The White Company:

Founded in March 1994, The White Company is a specialist mail-order company offering a wide range of lifestyle products for the home, principally in White. The company philosophy is and always has been to provide only the finest quality at outstanding value for money. We only work with the best factories in the world and almost everything we sell is made exclusively for us.

Visit Website

Phone:

0844 736 4222

Email:

services@thewhitecompany.com

Location:

The White Company (London) LLP, 1 Derry Street
London
W8 5HY

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The White Company 1 star review on 3rd January 2025

Debbie

The White Company 4 star review on 28th December 2024

Sue

The White Company 1 star review on 3rd December 2024

Al T

Anonymous

Anonymous // 01/01/2019

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“Delivery was inadequately packed in too large a box. Hermes delivered the box and just left it on the doorstep - soaking wet, filthy and obviously containing broken glass. 5 days later, still waiting for refund. Numerous lies told about my refund, reorder getting dispatched etc... Conflicting information about what to return and what to send back. Broken boxes not opened as the diffusers were leaking and the glass rattling as it was clearly smashed - I even rattled it down the telephone! Hours of my time, numerous phone calls, miss information and absolutely NO customer service at all. I have been a loyal customer of the white company for more than 20 years - disgraceful, will never shop with them again. Better/similar products can be found elsewhere these days.”

Helpful Report

Posted 5 years ago

“Appalling customer service. Delivered two heavy large candles in flimsy box. Box open on delivery. Items were fortunately still inside but one candle was smashed to bits. When I rang to complain I was told to open second candle to check if broken too. It wasn’t but as I had bought for a gift it was no longer of use! Was told I now had to return second candle for refund and then buy again. No apology for delay to this gift. ‘As a gesture of goodwill’ they didn’t charge me to collect!!! (Despite them inadequately packing it in the first place!) But I have had no word since!! All very disappointing. White Company used to be a premium brand - sadly no longer.”

Helpful Report

Posted 5 years ago

“The White Company has gone down to the level of a cheap bazaar store. If you are looking for quality things, then avoid them. A few months ago, I had to return them the bedding that they sell as Egyptian cotton, but Argos the same “egyptian cotton” sells at budget prices. Recently I wanted to buy from them a duvet (London Stratford Branch), they had a sample, but there was no a duvet. They persuaded me to make a purchase online, delivery within five working days. A few days later, in the morning I received a notification that delivery would be from 12 to 2 PM, but they did not arrive; at 2 PM they sent me notification that delivery will be from 3 to 5 PM, but no one arrived again. I tried to reach customer services, to get the money back, but for 40 minutes no one picked up the phone – this is how their customer services works. Shameful company, never buy from them.”

Helpful Report

Posted 5 years ago

“I wanted to share my recent experience with The White Company regarding a rather expensive candle (£60). Just to preface this review with the fact that I have been frequenting the stores and buying online for at least the last ten years with many purchases that I have enjoyed. Unfortunately this time my experience has not been pleasant. The candle is expensive and quite a luxury as many who shop there know. They are beautifully scented and do last quite some time. I have a cupboard full of the candles as they are my favourites. I am always careful to heed the usual advice, not to leave candles unattended and I always use a mat underneath ( heat proof). The candle in question exploded as it neared the end of its life ( over an inch of wax left)....shattering into smithereens of glass and flying boiling hot wax all over the furniture and room. Luckily nobody was hurt. I emailed the White Company customer service --- after about 6 days somebody emailed me to request photos and the barcode. Luckily I had taken photos but not of the barcode as this was burnt and I had thrown away the fragments remaining. The person who wrote to me was not backing down and insisted that nothing was wrong with the candle and even though she admitted that there was more than enough wax basically shunted the blame off of The White Company. I am gob smacked considering its pretty expensive...and I am a regular customer with no complaints before...( this has not happened to me before with any candle by the way). I am not sure I would go back to the White Company after their shoddy treatment of customers/lack of customer service/ >>.and refusing to take responsibility. Infant the woman I dealt with was quite pompous. Any candle buyers beware!!!! The candles can explode and The White Company do not care and will blame you for it!!!!!”

Helpful Report

Posted 5 years ago

“I purchased a Hector desk lamp a few years ago. Unfortunately I broke the shade ,I contacted the White Company for help to replace it . They did not want to know and would not help . John Lewis sell the same lamp ,although I did not buy from them they were very helpful and gave me the name of the manufacturer who supplied me with and shade. Will shop in J.L in future”

Helpful Report

Posted 5 years ago

“I buy many items from The W C. Always excellent service. Quality always excellent.”

Helpful Report

Posted 5 years ago

“It used to be my favourite shop for years, still have beautiful linen dresses from 7, 8 years ago. Unfortunately the quality of the fabrics they are using now are gone down ,no more pure silk, linen , wool, all made of mixed not natural fabrics. Only some wool, and cashmere sweaters . Colours are all tne time tne same, grey, black, white, really boring.”

Helpful Report

Posted 5 years ago

“Made an order. Very organised taking my money which happened immediately. Ten days later and no sign of my delivery. I call up again and again to hear they are receiving a high number of calls. Very disappointed white company!”

Helpful Report

Posted 5 years ago

“Extremely disappointing. I have £60 worth (just got them last Christmas) of vouchers (paper one) and was told I can’t use them anymore, that they could be used only up to June 1st. Their announcement about it was apparently displayed in shops! How would I know this? Im not free enough to go around shopping centres looking for announcements. They basically stole my money! Absolutely appalling service and pathetic replies. I wouldn’t purchase again from this store!”

Helpful Report

Posted 5 years ago

“I have used them many many times for the reeds they smell fabulous and while expensive they are super long lasting. They offer great discounts throughout the year. Super fast to deliver”

Helpful Report

Posted 5 years ago

“Lovely shop, makes you want to move in and live there forever!”

Helpful Report

Posted 5 years ago

“This company's customer service is helping to take customer's money - or keep them as long as they can! I have returned a gift in March as the slippers my boyfriend got me size small, but the the actual size of that slippers is smaller than size 35, (as myself is size 35). We went to the store to exchange for medium size, the lady in the store said there is only online will have medium and ordered for us, by that time its within the one month return. Then i waited for 1 month until i called up to track the package, they told me they are out of stock and they have sent me a gift voucher to used. I have never received that email, anyway they said they will re-send. Then i wait for another few weeks, still no email. I called again to provide another email address, they said they will send the voucher for both email. Few weeks later, still no email. I called again to ask if they can post me the voucher, they said they will and it should arrive 3-5 working days, now its been 2 weeks i still havent received any post, email or phone call. I wonder if there is any legal process i can go for to ask this company to give my money and standard interest back as they have keep it for 3 months with no sign to return.”

Helpful Report

Posted 5 years ago

“This company has completely gone to the dogs. The quality has nose dived and the price has never been more arrogant. The sales used to be genuine, now they price to sell them in the sales. Staff are very very rude, towels are now thin, sheets are badly sewn with missing buttons and damaged stitching. Complaints are atrociously handled. I won’t use any longer”

Helpful Report

Posted 5 years ago

“Ordered some toddler pyjamas last Friday, needed them the next day as they were a gift for my friends twins. Paid £9.95 for Saturday delivery (made sure I had ordered by the correct cut off time) and it asked if would like a “complimentary gift box”...I said yes but ticked the option “please just send me the box, I would like to pack it myself”. Disappointingly the item did not arrive the next day...when I chased this up I was informed that because I had chosen the “gift wrapped” service my item would have to be order the previous Wednesday to get that Saturday delivery so would instead arrive 8 days later! Paid almost £10 to have my item delivered 8 days later. I cannot believe that after specifically requesting I “pack the item myself” they can say I chose a “gift wrapped service”. When I then tried to cancel the order (bearing in mind it was not due to arrive for another 3 days by this time), I was told I would be unable to cancel and will have to return the item, obviously losing the £9.95 postage fee. Extremely disappointed in this service, it use’t to be one of my favourite stores.”

Helpful Report

Posted 5 years ago

“Very poor quality towels. Within 3 days the towels were patchy and looked awful. After weeks of trying to get hold of them and chasing replies they still have my towels and all my receipts and I have nothing. There are far better quality towels out there at a fraction of the price.”

Helpful Report

Posted 5 years ago

“Purchased a laundry basket £150 - realised it wasn't lined, rang CS to explain that all the paint on the inside flakes off into your clothes and they did not want to know. No apology. Nothing.”

Helpful Report

Posted 5 years ago

“Always buy WC nightwear but my last purchase was not acceptable. Bought nightdress for my January holiday in December. First night of wearing it the lace in back panel tore in two places. At £49 I would have expected much better. On returning it to the Leeds store I was informed that as I no longer had the receipt I would only be given sale price. I'm sure, in the past, they have online record of purchases. Anyway if I'm mistaken then they should have. This is the first time I've had a bad experience with WC but has left me feeling disgruntled with their lack of customer service. Top price, top quality please WC. This item fell far short of your usual standard.”

Helpful Report

Posted 5 years ago

“Very quick delivery, lovely item.”

Helpful Report

Posted 5 years ago

“Their clothes are well made with gorgeous designs”

Helpful Report

Posted 6 years ago

“Linen bundle is very good value and very good price”

Helpful Report

Posted 6 years ago

The White Company is rated 2.1 based on 274 reviews