The White Company Reviews

Name: The White Company
Address: The White Company (London) LLP, 1 Derry Street, London
Rating: 2.11

2.1 Rating 272 Reviews

26 %

of reviewers recommend The White Company

2.1

Based on 272 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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“Where has my review gone - I’ve sent it, it has apparently been verified, yet it is not on site. Maybe I need to keep posting until it appears. so wish I could give minus stars for WC online. Why oh why did I place another order with this pitiful company. I try to convince myself it is because they are fairly ethical, in regards to animal treatment, very good, almost as good as Rituals. As too forced labour, I think they are trying to be against it, but they are not as transparent as they could be? Anyway, my complaint is the appalling service for online orders. Late delivery, only knew this because I contacted them. Eventually delivered to wrong place, not my home address, I had to collect from place nearly 4miles from my home. I collect delivery, at my own expense and time, WC could not care one iota? Massive, over packaged lump of a box, hey, look at my carbon footprint?? Fortunately, standalone WC approximately 200mrs up from collection point. Took massive box in and requested they open, previous experience with WC deliveries is something is usually damaged. In this case no damage. I made decision to have refund on 4/6(?) items - waited so long for these I talked myself out of wanting them and Rituals just up the road offer great customer service, amazing quality, and free gifts, completely vegan too and 100% transparent. I must add the in store service I received was really good, I shall review that experience separately. WC is the best description of this company”

Helpful Report

Posted 6 months ago

“I so wish I could give minus stars for WC online. Why oh why did I place another order with this pitiful company. I try to convince myself it is because they are fairly ethical, in regards to animal treatment, very good, almost as good as Rituals. As too forced labour, I think they are trying to be against it, but they are not as transparent as they could be? Anyway, my complaint is the appalling service for online orders. Late delivery, only knew this because I contacted them. Eventually delivered to wrong place, not my home address, I had to collect from place nearly 4miles from my home. I collect delivery, at my own expense and time, WC could not care one iota? Massive, over packaged lump of a box, hey, look at my carbon footprint?? Fortunately, standalone WC approximately 200mtrs up from collection point. Took massive box in and requested they open, previous experience with WC deliveries is something is usually damaged. In this case no damage. I made decision to have refund on 4/6(?) items - waited so long for these I talked myself out of wanting them and Rituals just up the road offer great customer service, amazing quality, and free gifts, completely vegan too and 100% transparent. I must add the in store service I received was really good, I shall review that experience separately. WC is the best description of this company”

Helpful Report

Posted 6 months ago

“Another very poor experience After several calls, emails and online chats I’m still awaiting a refund The last email I received was to advise they had posted an e-voucher for refund not by email. I’m not even sure they have posted it as still nothing received in the post six days later Not sure what is happening but the past 12 to 18 months customer service has been terrible Customers shouldn’t have to contact so many times to find out what is going on”

Helpful Report

Posted 7 months ago

“Reviewers Order placed on 13 Aor, received part of order in 16Aor. No update or communication on second part of my order. Contacted twice by live chat , taken an hour each time , sent an email , requested to speak to manager . No response. My first part of order is useless without second and I bought it as gift for a friend and the moment has passed”

Helpful Report

Posted 8 months ago

“The White Company has failed to process a return and all I keep getting is a run around. They say they will email back within a certain timeframe and never do.”

Helpful Report

Posted 8 months ago

“The frames I received were bay out of alignment, frame to back. Two of the four were broken. I was able to use the two unbroken by resetting the hinges. One fell off the wall when the picture hanger brackets simply detached from the frame. Great idea, terrible execution. I couldn't find information to return them, and so, "it's too late now."”

Helpful Report

Posted 8 months ago

“Basically I have had the same response, ordered 3 things several weeks ago no confirmation email and after calling them, after 30 min on hold spoke to someone who said it was probably a scam company not them, advised to contact bank as it was paid by visa bank should cover the cost.”

Helpful Report

Posted 8 months ago

“Usually the candles are amazing. However they have got much smaller. The Spring Diffuser didn't smell of anything. Considering it was a £30 gift I'm so sad and disappointed. Put's me off buying anything again.”

Helpful Report

Posted 9 months ago

“Absolute rubbish, an expensive con. Will not accept my complaint, and won't refund the money I spent on a diffuser, even though it arrived damaged. Don't waste your money on this lot, they just sell you costly, unreliable tat.”

Helpful Report

Posted 9 months ago

“Last of many contacts with the White Company. This was yesterday! "Hello Thank you for your email. Please explain precisely why you are unable to cancel my order for the medium size Organic Cotton Wool Multi Stitch Jumper. I paid £109.65 for the item A MONTH AGO on the basis that it would be delivered the following day. As you do not appear to be able to honour that order any time soon (or at all !) in accordance with your original acceptance of its contractual terms, I wish to cancel the order immediately and secure a repayment from you forthwith of the money I paid you over a month ago. If I do not get a satisfactory early response from you and my money refunded, I shall be referring the White Company to Trading Standards for trading malpractice. Regards Heather Holland On 2 Apr 2024, at 12:06, The White Company wrote: Dear Heather, I am Kurt, one of the managers at The White Company. I regret to learn that your order was not dispatched in full. I understand how disappointing this can be, especially since you paid for next day delivery, and I sincerely apologize for the inconvenience. After reviewing the order, I must inform you that we are unable to cancel the Organic Cotton Wool Multi Stitch Jumper. However, I will personally monitor the order and once it is dispatched, I will provide you with a returns label so you can send the items back to us at no extra cost, or we can arrange a collection for your convenience. I am pleased to note that the delivery charge has been refunded, and you have received a £15 E-gift card as compensation. If you have any further questions or concerns, please feel free to contact me. Best regards, Kurt Customer Services Team The White Company www.thewhitecompany.com”

Helpful Report

Posted 9 months ago

“Over two weeks after placing my order it still hast even been dispatched. I’ve called a number of times and if anyone actually ever answers I just get fobbed off, no reply to emails. Appalling service. Worst company ever.”

Helpful Report

Posted 9 months ago

“I placed an order that stated in stock 3-5 days delivery, 10 days later still no mention of my order having been dispatched, despite the fact the £69 left my account 2 days after the order was placed. I tried telephoning but put the phone down after 10 minutes and tried the chat line, which wasn’t a chat line at all just a series of options (none of which were really appropriate) as I was 22nd in-line closed it down. There is a message saying they are moving to a new warehouse but that doesn’t give the right to take payment of goods that are not about to be despatched or delivered. Looking at all the reviews I am not surprised I was unable to get through to either customer services or that I was 22nd in the chat queue! I’m left wondering if this is yet another company about to go into liquidation??”

Helpful Report

Posted 9 months ago

“My first shopping experience with The White Company . It will definitely be my last . I l placed an order for an outfit , for a new born baby , a gift . Delivery estimated at 3-5 days . After 7 days , I used the live chat to enquire about the non receipt of email to advise on dispatch, and delivery of my order . I was informed , due to warehouse issues , my order had not been dispatched . I requested a refund , and that my order be cancelled . I was informed this was not possible , and that I was not to take receipt of the order on delivery / arrival , upon which I would then get a refund . If the parcel was left with me , I was to return it . I do wonder how long this would take in total . It’s takes 7 days to do nothing . I can’t conclude my experience , as I am still without my order , out of pocket , and unable to speak to someone in the UK . What a shocking level of customer service . I will contact my bank and claim a refund .”

Helpful Report

Posted 9 months ago

“Returned a dress and still waiting on a refund! The credit card company is filing a dispute so I can get my money back! They can’t be trusted..sadly!”

Helpful Report

Posted 9 months ago

“Absolute rubbish service. Used a gift voucher for an online order on 6th March. Contacted them last week as the order still hadn’t been dispatched and they said they didn’t know why. Asked to cancel and for a refund and got told it’s impossible you have to wait for your order now. Just got an email today saying order is not dispatched because they couldn’t take payment. I paid with a gift card and I can see the credit card balance is empty now. I had never bought from the White Company before and surely won’t buy again. How does a business that places themselves as luxury have such a poor customer experience?”

Helpful Report

Posted 9 months ago

“WORST COMPANY EVER Brought a set of towels for my new home, no mention on the website about warehouse issues. Placed order was quoted 3-5 days .. waited over 7 days then contacted Customer service (CS) to be told they are moving warehouse and having issues. So requested they cancel the order, CS told me she cant cancel the order as her system would not allow her to do this (its a ploy to stop losing business) so i requested cancellation via their web site and email several times and stone silence not a word in reply from anyone .. This is the WORST COMPANY i’ve had the mis-pleasure of dealing with I WILL NEVER BUY FROM THEM AGAIN ONLINE OR INSTORE.. the future headline white company goes out of business .. yes you deserve it with how you take you customers for granted .. I have put the item in dispute with my credit card and will get my money back this way .. I ENCOURAGE OTHERS TO DO THIS IF THEY MEET THE REQUIREMENTS ..”

Helpful Report

Posted 9 months ago

“If you are purchasing a gift for for a particular occasion - be warned! I ordered a Mother's Day gift last week (Tuesday 5th May), which was the last day you can order for the gift to arrive in time for Mother's Day - as stated across every page on their website. We get to Mothering Sunday and I call my mum to find out no gift has arrived, which obviously caused a lot of upset. I called Customer Services yesterday (Monday 11th March) and they told me it is in stock, it's being processed and will be out for delivery at some point this week! I explained that it's too late I will arrange something else to get their immediately and requested a refund (as per my consumer rights) and they said it's not possible, but instead my mother can send it back once it's arrived. This isn't something my mum will be able to do easily. I asked to speak to a manager and was told that my 'feedback' will be passed on but I will not get a call back. The customer service is shocking. They don't respect, nor wish to adhere to YOUR consumer rights. The products are lovely, they are not cheap, and if you want to order them for a specific occasion then definitely do not order by the deadline stated on their website. This wasn't a fault of the postal service, the product, although in stock, just hasn't made its way out of the warehouse. Mine is still there a WEEK after ordering.”

Helpful Report

Posted 10 months ago

“On line product was in sale but saying you can only get in store .. lots of product there full price but wouldn’t sell to me at 50 % off as had a different code number !! Not happy with Guildford tunsgate service !!”

Helpful Report

Posted 11 months ago

“I have ALWAYS got my family’s bedding here but today I made a complaint about a sheet that cost me 147 pounds they didn’t wNtbto know said it’s cos I used fabric softener !!BULL!!!! Never shop this store again as that’s no no no no customers service look out I say!”

Helpful Report

Posted 11 months ago

“It has been like pulling teeth trying to return a defective product from a recent online order. If you are ordering from overseas and paying additional shipping costs, I would be very weary investing your money and trust in this company and their sub level customer service. The first time I emailed the company, I did not receive a response. The second time, in the live chat, I explained my situation and the agent told me the company would subsidize the return shipping as well as refund the cost of shipping the defective item. In my inbox, I received a shipping label that required me to pay for postage. The agent also listed the reason for return as "ordered the same thing twice". How are mistakes compounded to this degree when there is a written record. It's astonishing. The strange sub-level written syntax from these agents is also so unnatural you have to wonder if it's just run through an infantile ai platform experiencing developmental growing pains. I have since reached out a 3rd time to have my issue rectified through a manager and have yet to be contacted...”

Helpful Report

Posted 1 year ago

The White Company is rated 2.1 based on 272 reviews