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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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 2 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 2 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 2 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

“Waiting for my order after one month. Countless emails and phonecalls to them and I have received nothing. Terrible customer service”

Helpful Report

Posted 3 years ago

“Terrible worst ever delivery service - I am a long term customer and buy lots of gifts from White Company for Chrsitmas - after this experience I will not buy any Christmas gifts from them this year. I ordered 2 x 6ft christmas trees, no tracking information sent, so I had no idea when they were turning up, so i wasn't in when they were seecretly delivered. They were returned to the White Company, but no-one let me know. I called to chase, to be told it was easier to do a refund. They then reordered the trees for me - with a specific note to say I need tracking information - and so far none received. Customer services can't help me - they have no information and then they just cut me off. How can this be in this modern age? What has White Company done?”

Helpful Report

Posted 3 years ago

“Ordered a diffuser for mums birthday. It said 3-5 days. Has not been delivered. Not answering customer service phone. Requested a call back. Never happened. Have no gift to take now. Very disappointed. What has happened to the white company used to be great for customer service.”

Helpful Report

Posted 3 years ago

“This is the second time I have needed customer services at The White Company (the rest they even gave me a £10 gift voucher for such poor service) and YET again they are sadly lacking. I sent back a pair of trousers that they received back tracked by Hermes on 6th October. I have sent them the proof on 2 occasions. They accept all of this. I have rung for the second time as no refund forthcoming. What is wrong with this company? Their products are not cheap. Their after service is just awful.”

Helpful Report

Posted 3 years ago

“Tried to order a scarf to be delivered to my sister for her birthday (on behalf of my dad who has dementia). Website wouldn’t let me enter an alternative address so, after 6 attempted phone calls where I was kept on hold for over half an hour each time and never got through to anyone, I ordered it to come to me and paid £9.95 for next day Saturday delivery so that I could post it to her myself. Scarf did not arrive - DPD say they are expecting it but haven’t received it. Have tried to phone 12 times and emailed. Have had no response at all and no email to explain what’s happening. Don’t know where to turn, I’ve spent my dad’s money and feel terrible - it’s disgraceful.”

Helpful Report

Posted 3 years ago

“Much like the reviews before mine, I’ve had a bad experience which is still ongoing 7 weeks later. Ordered two items but only one came. I waited a few days in case it was dispatched separately but nothing. Contacted customer services who said it was out of stock. When I questioned why I hadn’t notified me and why an out of stock item was available to buy I was told it was a website glitch (clearly something that happens regularly judging by the other reviews). They couldn’t tell me when it would be in stock but refused to cancel the order and told me to wait. Because it was meant as a gift I had to buy a different product to give to my friend on her birthday. 2 weeks later I chased up the matter only to be told they didn’t know when it would be back in stock and again refused to cancel saying they’d only do that when they felt I’d had waited too long. A month into the saga, I noticed the item was back in stock and available to buy on the website, but after a few days when my order status didn’t change I contacted them again. I was told it would be dispatched soon but couldn’t say when. I asked if they’d cancel so I could re-order from the available stock and get it more quickly and was told no. After a week I chased it up again and was told it would be escalated to dispatch within 48 hours. This didn’t happen and the item went out of stock again on the website. I emailed again and the email was ignored. I sent a further email the next day and was told that if I wasn’t prepared to wait they’d now cancel the order. 48 hours later they charged my card for a third time for the item that they’d agreed to cancel. I haven’t received a response as to why they’ve done that and the order status hasn’t changed either. It’s so bitterly disappointing as I love their products but seeing the frequency of similar negative experiences all pretty much from the same hollow customer service script, I won’t be shopping with them again. As an aside, it’s really disconcerting when a company randomly charges your card on multiple occasions without any warning. Presumably they do this so you can’t argue about your statutory right to a refund, while still holding you over a barrel even if you don’t want the item as a result of the delay. It’s a terrible policy, but one they seem to use all to frequently. This surely needs looking at by Trading Standards. If they aren’t fulfilling their side of the contract of sale (delivery in 5-7 working days), the customer should absolutely have the right to withdraw from the sale. There’s zero respect for customers and absolutely no accountability when customers are messed about.”

Helpful Report

Posted 3 years ago

“Since the 3rd of September, I have had nothing but stressful and unpleasant experiences with your company. I have placed an order for a newborn baby of our colleague, which needed amendment. I have contacted your support team within 10 minutes asking me to assist with order amendment or cancellation. It took me over 2 hours to get from the complete "no, we don't do it" to finally having my order amended and a confirmation email sent out to me. Several hours late I still could see that the pending amount to go out of my account was still incorrect (£140.00 instead of £70.00). I have contacted your team again and was assured that after 48-72 hours this will rectify itself. On the 5th of September, I have reached out to your support team (via chat. you can see a whole lengthy exchange for the past three weeks in there) advising that no money have been taken out and no notification email was received by me indicating that the present has been dispatched. After lots of back and forth via chat AND phone calls I was advised that the order expired and was cancelled. I was given ZERO notification of that. Fine, I have placed a new order that was dispatched the days after and delivered successfully. Money was talked from my account and I thought we are all done with it. But no. On the 8th of September, I see that there is a transaction of £140.00 waiting to go through to The White Company. I have contacted your support team instantly via phone call and via chat. I was given assurance that no money would be taken off my account and that this pending request will disappear in 48 hours. That money would only be taken off if the item is dispatched. I asked multiple times to ensure that nothing gets dispatched as everything I have ordered has already been delivered. Unfortunately, the items did get dispatched and money left my account. I was advised that I can only receive my refund once items are returned to The White company. Our colleague has a newborn!! It is not on their priority list to fix the incompetence of your employees. I have been very clear with your customer support team about that fact via chat as well as via the phone. After multiple requests of being contacted by one of the managers, I finally got to speak to someone and receive a partial refund. Your company still ow me £10.50 which I have been chasing now for a week. At this point not only do I want to receive an apology from a senior executive. I want my refund back as well as I will be placing a legal complain and demand moral compensation. I will be taking it to social media. The White company is not a small organization. You should never treat customers that way and invest in the training of your team as well as in improving internal processes. As your customer I felt completely unsupported, lots of my time was wasted. It is the 28th of September, the refund still hasn't been done. It is simply disgusting behaviour.”

Helpful Report

Posted 3 years ago

The White Company is rated 2.1 based on 266 reviews