The White Company Reviews

Name: The White Company
Address: The White Company (London) LLP, 1 Derry Street, London
Rating: 2.12

2.1 Rating 266 Reviews

27 %

of reviewers recommend The White Company

2.1

Based on 266 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 20%
Accurate And Undamaged Orders	Greater than 75%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.1 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 December 2024

Anonymous

Anonymous // 01/01/2019

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“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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 8 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 10 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 10 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 11 months ago

“We purchased the Pre-Lit Grand Spruce Christmas Tree last year (October '22) for £425. We were very happy with the tree last year, and when the holiday season was over we packed up the tree with care (and even saved the packaging from White Company so it was packed as it came). We took the tree out this year and the tree itself was fine, but the wire used to light the tree had frayed and split in one place (after only one use the year before), so the tree would no longer light up. We called The White Company who said that they only stand by their products for 30 days for refunds and that at most they would only consider repair when notified in under 90 days. I explained that this was a Christmas tree, so not an item we would not use during the year, so we did not discover the issue until the following holiday season. This had not impact on White Company who offered no solutions or help at all. They only said they were sorry but they could not longer stand behind this product. Very disappointing that a tree we bought to use for years (to be environmentally friendly) and cost us £425 now needs to be thrown away. This caused a large loss of money for us and is terrible for the environment. I will no longer be purchasing anything from this company and strongly advise others to consider being a customer to a company with such poor policies and customer service.”

Helpful Report

Posted 1 year ago

“Awful customer Service. Ordered and Paid for a Christmas tree in store that was IN STOCK and paid for next day delivery. Never arrived and zero communication. My account is still saying ‘processing’ but I spent an hour on the ‘online Chat’ as no number to call to be told it was no longer in stock!! Sorry for inconvenience bla bla - we’ll cancel it! White Company - how so??? I ordered an in stock item and now no longer available?? Customer service is appalling. This is their response: ‘As I have advised our system does not really let us know if an item is out of stock when placing an order until we are alerted by the customer that they have not received any up[dates on the order then we see that the item was not in stock when it was ordered.’ I mean seriously!!!! They don’t know when an item is out of stock until a customer contacts them to see where their order is?? Ridiculous”

Helpful Report

Posted 1 year ago

“Having been a loyal customer with THE WHITE CO for decades they have lost my custom. Appalling customer service. I ordered a jumper online; in fact I was in my local store but as they didn't have the item they ordered online to be sent to store. I found a better, more perfect number 15 minutes later but they said they couldn't cancel it. Having waited an AGE to get to Customer Service by phone they said they couldn't find the order as it was too soon to see it on their system. The next day I rang: they found the order & I cancelled it. I was promised a refund. I still haven't had a refund a week later. Again I spent an AGE ringing the store. It took 3 attempts to get through to someone. They still haven't cancelled it but have sent a replacement out to me instead. I don't want the jumper I simply want my money back. A nightmare. Will not trust buying from The White Co again. (This is not the first incompetent experience).”

Helpful Report

Posted 1 year ago

“Poor experience. My order got cancelled by the delivery people , I was not informed and only found out when I tracked the order to see where it was. Order needed for an event that will not arrive now. No reply to emails.”

Helpful Report

Posted 1 year ago

“I ordered 6 Christmas decorations online on 18/11, which were listed as in stock. On 24/11 I contacted customer services via live chat who advised they were out of stock and I wouldn’t be receiving them so should go to my local store as they had 3 (before just ending the chat). I really wanted these so visited the local store who advised I could purchase the 3 and get 3 sent from another store for £7.95. There was no chance of waiving the fee despite this being The White Companies fault! I walked out in complete disgust at the non existent customer service! Lovely products, but I won’t buy from a company that doesn’t care about its customers!”

Helpful Report

Posted 1 year ago

“The only major online retailer that charges for returns, very disappointing. I won’t be shopping there again”

Helpful Report

Posted 1 year ago

“I purchased a travel air purifier used 2 drops of WC essence as recommended. I charged it, then left it unplugged and on overnight. It completely burnt out, black smoke billowing in the bedroom. I believe it’s fire hazard.”

Helpful Report

Posted 1 year ago

The White Company is rated 2.1 based on 266 reviews