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

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

“ZERO stars...this has been THE WORST online shopping experience I have ever had. Purchased a cashmere throw and 2 pairs of cashmere socks for a friend's 60th birthday present. I was informed after purchasing that they can not fulfil the company's promise of luxury gift wrapping. The present has been sent in 2 random packages (using Amazon delivery) with no gift receipt, no card and no wrapping. My friend hasn't even got the throw yet just a random parcel with socks. TERRIBLE customer service. I regret choosing The White Company it was a waste of time and money.”

Helpful Report

Posted 5 months ago

“I ordered 4 items only two items arrived missing to candle holders been trying to get in contact with someone on the phone is a nightmare! The Bromley branch I paid in store there’s no way of tracking items…. Really bad services lost a loyal customer for years!!!”

Helpful Report

Posted 5 months ago

“Items out of stock are showing as available on website allowing you to place order but in reality the items are not available but on order with supplier. Payment is taken and order shows as processing. Website has been updated to state they aim to deliver within 7-10 days but on day 6 and no option for next day delivery it is highly unlikely that the delivery will be within the timeframe. It is very disappointing that there are still so many problems placing an online order and store stock is limited”

Helpful Report

Posted 5 months ago

“Standard response from The White Company: I am sorry that you haven’t received an update about your order. Upon reviewing the order, I can see that your order is now with our distribution team, and we expect it to be delivered within 7-10 days. However, since we’ve moved to a new warehouse, there might be some delays. If your order doesn’t arrive within the promised timeframe, it will be placed in a queue for dispatch, and we’ll do our best to get it to you within an additional 72 hours. If it’s not dispatched by the end of that period, we will cancel the order and issue a refund.”

Helpful Report

Posted 5 months ago

“Problems are still very much there Online chat very contradictory and unhelpful Order still showing as processing day 5 and money taken on day 3 Looks like the order has been missed again Showing there are 70 in stock to order so cannot say they are sold out like last time What has happened to this company Does Mrs C Rucker know how bad customer service and ordering is and has been for sometime now It is a lottery as a different order was received next day delivery”

Helpful Report

Posted 5 months ago

“Dreadful service. A company with no flexibility, inability to answer telephone calls. No contact following complaints despite case being opened.”

Helpful Report

Posted 6 months ago

“Awful experience ordering online. It took them 10 working days to even process my order where they then realised they hadn’t one of the items left in stock. They shipped my order via royal mail but then i received an email the day of the delivery to state royal mail had returned my order to sender as the delivery address was incorrectly printed. I spoke to an advisor who i asked if the items could be delivered to my nearest store and i would collect them. I was promised an email later that day to state when this request had been processed. Never received an email back, just a refund. One of the WORST companies i have ever dealt with. Will not be shopping with them again.”

Helpful Report

Posted 6 months ago

“The White Company has lost any remaining reputation it has imo. Purchased a number of pillows 10 days ago. Chased the order only to be told if despatch went past 10 days my order would be instantly cancelled ( as if it was my fault!). Then received standard email asking if my query had been sorted. Spoke with WC customer services this morning who apologised and said she would sort it out and call me back. No call and now 2 automated emails saying my order is cancelled! Apparently this has been going on since March so no excuses for not having sorted out the new distribution centre by now. So angry.”

Helpful Report

Posted 6 months ago

“Terrible - My order was placed 8 days ago, no update and two phone calls later I am told that I have to wait 10 days before they will be able to update me and despite the items showing in stock, they may or may not be able to fulfil the order - I may receive it or it may be cancelled. Customer services are unable to determine whether it will or will not be fulfilled and in the meantime, I can't even cancel it, despite that being my right under consumer law. Then they hang up when asked what they intend to do about it.”

Helpful Report

Posted 6 months ago

“ATROCIOUS SERVICE. COMPANY DOES NOT HONOUR CONTRACT OF SALE OVER FAULTY GOODS AND THEY LIE ABOUT TRYING TO MAKE CONTACT. REGARDING STATEMENT BELOW RE HOW LONG DID THE COMPANY TAKE TO REPLY TO QUERY. THEY DIDN`T, DESPITE CONTACT BOTH BY PHONE AND ONLINE CHAT, TOTALLING APPROX 80 MINS AVOID USING THIS COMPANY!”

Helpful Report

Posted 6 months ago

“They breach trading standards by refusing to offer an allowance on faulty goods that your wish to keep. Never know any company to behave in this way. AVOID AT ALL COSTS!”

Helpful Report

Posted 6 months ago

“ZERO STARS! Do not buy! I was given a gift card as a gift, I wasn’t aware of the 2 year limit. I was 2 months out and asked white company to please honour or extend it as it has a large amount of money on it. I was dismissed rudely and made to feel idiotic for asking. Incredibly disappointed and shocked at this “luxury” brand. I would get better customer service at Primark. Do not buy gift cards from these crooks.”

Helpful Report

Posted 6 months ago

“APPALLINGLY POOR CUSTOMER SERVICE. PLEASE READ YOUR REVIEWS AND RESOLVE THESE ISSUES, YOU ARE LOSING CUSTOMERS. No communication regarding a delayed online purchase I made in store, thousand pound purchase btw, not just one or two items. I can't even cancel the order after delayed ten days and make the purchase in store. If you know you are having issues with logistics THEN DO SOMETHING ABOUT IT. Don't let people wait in agony, don't brand yourself as a high luxury brand but are completely incompetent with customer service and poor logistics.”

Helpful Report

Posted 7 months ago

“My friend ordered me a pillow case in store Has not turned up The customer service is rubbish and in South Africa I will not be ordering from them ever again Expensive and no customer satisfaction Rubbish company Never again Get your act together White Company”

Helpful Report

Posted 8 months ago

“Terrible company to deal with. Their delivery is so bad, I purchased a gift for someone and it didn’t arrive until after the event. They don’t care, all I got was an email, after I purchased to advise of their new warehouse and late delivery. Quick to take my money though before I had the option to not purchase.”

Helpful Report

Posted 8 months ago

“The white company is completely a joke: 1) we purchased several things online, with no communication, suddenly emailed us: they cancelled the order. 2) called in customer service, was told: their delivery cannot process on time, so they cancelled my order, and asked me (how dare you are) to put a new order!!! Never ever will buy anything from this company any more!”

Helpful Report

Posted 8 months ago

“I ordered 3 sets of very expensive Highbury bedding in the emperors size in February for my new house that was in the process of being built When I moved into my new house at the beginning of July once the build was finished I put the brand new sheets that had never been used before on my bed and almost all of the buttons on two of the duvet covers fell off or snapped in half. I immediately sent an email to customer services along with photos. After several, very long email exchanges I told them several times that sending back the bedding would mean that I would not have any bedding to put on my bed, I reluctantly had to accept their ‘solution’ that they would send me new buttons that I then have to sew on myself. Already not OK but whatever. Now, after weeks and weeks of emails back and forth I have STILL not received the buttons and they are NOW suggesting that I go out, try to find different buttons in a shop, send them the receipt, sew these different buttons on myself and they will pay me for the buttons? In what way does this sound acceptable to to this company? I have spent thousands of pounds and euros over the years with The White Company. For the last 18 years I have purchased every towel, bed sheet, baby item (I have had 3 children), furniture, candle and gifts from you. I am appalled at the customer service I have received with regard to this order and It is simply not acceptable. I am so disappointed”

Helpful Report

Posted 8 months ago

“Customer Service is absolutely appalling, not what you would expect as they market themselves to be high-quality/luxury. Delivered to wrong address, spent 3 hours on different live chats with 'computer says no' attitude - I am now out over £100 and don't have my items, no response to email complaints. Horrendous, criminal service. If you ever buy with them DO NOT do it online as they will certainly scam you.”

Helpful Report

Posted 8 months ago

“Truly truly appalling customer service. DO NOT try to order anything on line if you want a happy outcome”

Helpful Report

Posted 8 months ago

“Given a gift of their electric diffuser. Product is used most days. The buttons have become depressed, rendering the appliance unusable. I have sent photographs to customer service to enable discussion to take place. Without an order number they will not discuss. Is not a cheap product to purchase. I have now sourced one from Neom which I feel will be more robust.”

The White Company 3 star review on 3rd August 2024

Helpful Report

Posted 8 months ago

The White Company is rated 2.1 based on 278 reviews