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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“A generous 1. Bought something for my wife at Christmas and it was returned and confirmed by their warehouse. Now refusing to repay me having sent all the details they had asked. Been shopping with them for years. Another company who make it difficult to get your money back.”

Helpful Report

Posted 2 years ago

“Ordered furniture, after 3 months of waiting we rang contact centre many times, they had a different story each time about where our order was. They then cancelled it via email, i rang back and they said the order is still valid, but a new significant delay was going to happen. Do not waste your money with this micky mouse company”

Helpful Report

Posted 2 years ago

“I bought a king size mattress protector and Egyptian cotton deep fitted sheets for our new bed. They fit perfectly and feel luxurious to sleep on. As always, fantastic quality from The White Company!”

Helpful Report

Posted 2 years ago

“Waiting 17 weeks for mattress to be delivered only to find it was no longer stocked and wouldn’t be arriving . I was told this when I rang to check on order despite being told it was progressing on previous calls so goodness knows when I would have been informed Customer service offered a refund but yet to receive it Bad bad show Won’t be ordering again”

Helpful Report

Posted 2 years ago

“Waste of time. Waiting for my order to arrive and the Parcel was delivered to someone else by an incompetent driver. Photo taken of the front door does not correspond to ours. Wasting time with White company to replace the order. Once we have received the email for the replacement order we have noticed that an item was missing therefore another waste of time calling white comp to discover that the most important piece of the order is out of stock (duvet) hence the other items are useless to us (duvet cover and pillows)!! what a joke! So now what? I need to wait for my order to arrive to send it back?!”

Helpful Report

Posted 3 years ago

“Ordered a hamper basket when it arrived it was empty rang customer service explained what happened to late to replace as it was a Xmas present arranged collection the next day but still no refund 3 weeks later very poor”

Helpful Report

Posted 3 years ago

“Terrible costumer service!!!! Requested order to be cancelled, it was never done, refused parcel, got confirmation it had arrived at their warehouse yet nearly 2 months later I am still awaiting for a refund of nearly £400, despite of hours on the telephone. Used this company for 15 years as quality is brilliant, never again!”

Helpful Report

Posted 3 years ago

“Dear customer service Dear customer service, I have not heard back from you. Could you please send me a smart return label? One did not come with my package and I'd like to return the item as it is too small. So far I have worked very hard to get a return label, harder than I have ever had to work with a retailer in my life. I am an "online only" shopper and am very experienced at ordering, and when necessary, returning items. Here's my journey to return an item to The White Company: Ordered, received item and decided to return item. Visited your website and found it complicated - was not able to get a return label on my own. (So odd for this experienced shopper! What's going on? I read instructions and it says email customer service.) Emailed Customer Service 13 Dec with initial request for a return label - checked my email daily and have received no response. 16 December, now fearful I'll never hear back and won't be able to return these pants unless I figure this out on my own, went on a 2 hour loop between e-receipt, "thank you for shopping with us" document found in the package, and your website which then routed me back to the smart label in my package, which was not included. There was a part of your site that said "log in using your order number" which took me to nowhere again. After getting frustrated with the loop between the return directions on your site and the return paper in the package and my e-receipt, I called your customer service number. After 29 minutes on hold, I spoke to Mr X (protecting the innocent here) who told me to go to the website to print a return label!!! I shared the challenges I have experienced using the website and asked him to please create a return label on his end and email it to me (which is what your instructions online offer as an option for your customers). As I am a customer (pauses for acknowledgement of customer status), I felt my request was fair. He said he needed to contact "the back office" as he was unable to do generate the smart label for me. I'm now at minute 52:12 (exactly per nifty phone timer) and still on the phone (that time includes wait time). We are waiting and periodically, Mr X tells me that we are still holding and he is "still very much with me" which I appreciate greatly. I hear typing. At nearly an hour, 58 minutes and 41 seconds (exactly) and patiently waiting on the phone, Mr X tells me a manager will get back to me. His voice sounds thin like even he doesn’t believe it. Now I am praying that someone will get back to me with a smart label for my return. I pray “the manager” isn’t the ONLY manager managing this $hit show but honestly believe they might be. Today has passed and the manager has not responded. Don’t get snookered people. If reading this before ordering, just don’t. The White Co must be close to bankruptcy and is probably using this holiday season as their last opportunity to make bank which means “no returns for you!” I settle in my chair and ponder my life mistakes, this being just one and scold myself: “Lisa, suck it up. You have tried and failed. Put your damn too-small pants on Facebook Marketplace to recoup some loss. And learn from this! Things are no longer as they were. You cannot expect integrity or quality of service any longer. Those pre Covid days are over.” I hang my head in shame for my lofty expectations and quietly mutter to myself “&$@#”. I miss ye olden times and I fear the future. From Jennie, who likely knows it’s not a good idea to post any personal info, like order numbers or customer numbers on a public forum posted in reply: Reply from The White Company A day ago Hi there, Thank you for your feedback and I am sorry that our service has not met your expectations. If you have an order number or customer number I could take, I would be happy to look into this for you and get your issue resolved. I look forward to receiving your reply. Kind regards Jennie - Customer Services Dear Jennie: thank you for your reply. If you would, please provide your direct email so I can provide you with details of my order. Thank you, Lisa”

Helpful Report

Posted 3 years ago

“No confirmation of my order, send the wrong products, and never respond. So I can not send it back. Bad service.”

Helpful Report

Posted 3 years ago

“Ordered Christmas gifts on 29/11, Hermes had them 6/12 but still not delivered by 16/12. Hermes are v hard to contact but the app says to contact seller if goods are delayed by over 7 days. Spent ages on phone to White Company, gave up. I’m over £100 out of pocket & missing gifts I wanted to send for Christmas.”

Helpful Report

Posted 3 years ago

“Ordered the winter candle and received a dressing gown instead. Can’t get through on phone have sent several emails but nothing.”

Helpful Report

Posted 3 years ago

“Ordered item on the 29th November, December the 10th now and still no delivery of item.. I tried phoning customer services, I was kept waiting for 45 minutes in the end I gave up. I have sent two emails, but these have been ignored too.. I will never order from this company again, appalling service.”

Helpful Report

Posted 3 years ago

“emailed about a faulty product on a number of occasions and still awaiting a response - appalling customer service especially given the price of these products”

Helpful Report

Posted 3 years ago

“Do not buy from this company! They failed to deliver and never respond email and phone call, they are fraud and liar company, the worst !”

Helpful Report

Posted 3 years ago

“Major hassle to get a refund on an order that was never delivered. They insisted I call them by phone. Had to add an international plan to call them! Cost me $5 and 26 cents per minute and I was placed on hold!”

Helpful Report

Posted 3 years ago

“Awful company to deal with. Hermes have given numerous tracking advice- now refer to retailer. I have spent an hour trying to get through, emails and further calls- no response or replies!”

Helpful Report

Posted 3 years ago

“They violate their own terms and conditions by adding an extra charge for EU customers that they do not disclose. They tell you they will charge VAT and then refund it, then they tell you it wasn't VAT but rather a "price consistency" adjustment and therefore cannot be refunded. I have complained to Trade Standards.”

Helpful Report

Posted 3 years ago

“Getting money back from them for a refund both online and at city store is almost impossible. My advise us not to buy from these cowboys.”

Helpful Report

Posted 3 years ago

“I strongly recommend EU customers not to order online! I have ordered on sept 29 - now its November 25, no delivery, no refund, customer service hasnt responded in weeks and on messenger I keep being told to wait for a phone call. i have never experienced such lack in customer service - and most certainly would not have expected this here. They clearly have issues delivering outside the UK, and very sloppy customer service.”

Helpful Report

Posted 3 years ago

“Waited 22 minutes for customer services to pick up - still holding on . Am i being charged for the privilege ??”

Helpful Report

Posted 3 years ago

The White Company is rated 2.1 based on 274 reviews