The White Company Reviews

Name: The White Company
Address: The White Company (London) LLP, 1 Derry Street, London
Rating: 2.09

2.1 Rating 278 Reviews

26 %

of reviewers recommend The White Company

2.1

Based on 278 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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“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 1 year 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 1 year 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 1 year 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

“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

“Wrong item sent to me, even though it was £30 more expensive than my item I called them and sent it back. I then re ordered my items, they said they’d be delivered. I waited in for them - nothing appeared. Then I got an email saying they went to my local post office. I went to collect them… nothing. I called them and said forget it - give me a refund. Well I’m still waiting on that refund 2 weeks later. Absolutely awful! Don’t waste your time, I was on hold for 30 minutes and I’ve called them 4 times. It’s seriously not worth it. The time I’ve spent chasing this far outweighs the item.”

Helpful Report

Posted 1 year ago

“Have always loved this brand but experience of late really disappointed. Marlow store never have a good stock of size 12.. found the staff inexperienced and not helpful. All I wanted was a pair of Jeans + a cardigan that I liked … but no sizes.. would have spent over £200.. will not be going back.”

Helpful Report

Posted 1 year ago

“Waiting on refund never again avoid this company I used to love this company no coustomers no job”

Helpful Report

Posted 1 year ago

“Dreadful customer service. Totally shocked at their lack of skills to resolve issues.”

Helpful Report

Posted 1 year ago

“i am so so disappointed with the customer service received here. they are a huge company but their customer service is appalling. i had a gift voucher that expired due to extenuating circumstances and they would not even consider extending or renewing my card. they were not polite about it either, i don't understand this approach as all the other shops i had cards from immediately renewed mine. i wil never shop there again.”

Helpful Report

Posted 1 year ago

“I like everything from The White Company, I love their clothes and it’s a great shop to find lovely presents. I bought a few of the summer “Ciao” pouches as gifts, they are adored by all of my friends I bought them for.”

The White Company 5 star review on 6th July 2023

Helpful Report

Posted 1 year ago

“The products are great and really tempting, but they don't understand the concept of "customer service". Ordered some fabric samples for one of the gorgeous beds but 3 weeks later I am still waiting for them. Have asked for some to be sent out first class so I can make a decision between suppliers but no reply. How can I order an expensive bed and be sure they will deal with any issues if I can't get a few fabric samples?”

Helpful Report

Posted 1 year ago

“Good morning I just wanted to let you know what a wonderful shopping experience I receive every time I visit your Cheltenham store . Chloe is so helpful every time and nothing is to much trouble for her . She always makes me feel so valued as a customer . Chloe you have a very happy customer for life Thank you Jackie Stokes”

Helpful Report

Posted 1 year ago

“Really bad customer service from the get go. Super big hassle when returning a couple items. Way way overpriced for the quality. Will never do business with White company again.”

Helpful Report

Posted 1 year ago

The White Company is rated 2.1 based on 278 reviews