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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“Love the fabrics”

Helpful Report

Posted 4 years ago

“Bought a dress online, and it was too big! You can take online delivery parcels back to your local store for an instant refund, no need to return the parcel via post office or courier. Great service from the online side and Kingston upon Thames store, many thanks.”

Helpful Report

Posted 4 years ago

“Firstly I must say that I had no issues with online ordering, goods received or delivery which were all fine. My issue is with the packaging! I ordered a door wreath and two candles. The box that they were delivered in was at least four times bigger than it needed to be! Taking up masses of room in a delivery vehicle that could have delivered another three of these orders if the box was the right size. Carbon footprint sprung to mind!! That was not the worst of it!! At least the box can be recycled. Inside the box in the three quarters of empty space was an absolute mountain of air filled plastic pouches! The amount of plastic that this delivery has put into the environment is shocking. I actually feel heartbroken about it. I am just an ordinary nana who wants to do her bit for the environment using simple measures like recycling for our grandchildren, but this is disgraceful! Never will I order from The White Company again!! There should be a law regarding this. What’s the point in us doing our bit when companies are wreckless? Shame on you The White Company!!”

Helpful Report

Posted 4 years ago

“Bought a third bathrobe after purchasing my first one 15 years ago (still going strong) and a second ten years ago (still going strong) but sadly to say this latest one the quality is terrible. It’s like wearing a bath towel that has been dragged through a hedge backwards. I have to cut off numerous unfinished seams, never known a garment with so many pull threads, Unfinished shoulder seams, . It feels like a oversized bath towel of the cheapest quality ever. I have always saved my hard earned money to buy quality products (buy cheap buy twice) . I am so disappointed in this latest purchase and I’ve only been wearing it a week, I think I need to find another company to spend my hard earned money with”

Helpful Report

Posted 4 years ago

“Been waiting for a "Call back" for an escalated customer service issue since 20 December. All I get is email excuses via 'cut and paste' emails from a VERY POOR customer service team. Over £250 of Christmas candles arrived smashed to pieces. Had to return them and STILL no refund. Apparently I should have "taken photos". Take your own photos, I've sent the goods back to you. Probably the most appaling customer service I have ever experienced.”

Helpful Report

Posted 4 years ago

“Quite possibly the worst customer experience I've ever had. I ordered a candle and an eau de toilette from the white company website. Both were sent to my local collect + shop, but were sent with the wrong courier so were rejected. I contacted customer services to let them know, and after being on hold for 40 minutes, they recognised they had made a mistake, and would resend the parcel. They were then resent, but again with the same courier, so were once again rejected. I rang customer services (another long wait on hold) who arranged for both items to be resent directly to my home address via next day delivery. Only the candle was sent (apparently as the eau de toilette was out of stock, but I was not notified of this), but this arrived smashed (as per the attached photos) with the box having no protection for the glass candle inside of it. I rang customer services (again) who sent a refund for the eau de toilette after explaining why it wasn't sent, and then said they would resend the candle. I asked that the candle not be sent to my collect + shop, given they clearly couldn't send it with the right courier; they then said I'd need to place a new order and cancel this one. I've spent more time on the phone/email with customer services than I have talking to my grandparents this holiday period. I've given up, taken the refund and will absolutely never spend money at this absolutely horrendous company again. I don't want to spend any more time talking about an overpriced candle, but would warn you to stay away for your own sanity above anything else.”

Helpful Report

Posted 4 years ago

“I never have had any problems with White Company . No problems with products or delivery.”

Helpful Report

Posted 4 years ago

“I love The White Company. It’s my one stop shop for everything. From kids pjs, to candles, to cashmere socks. They never disappoint. The most amazing products at affordable prices.”

Helpful Report

Posted 4 years ago

“The address defaulted to an incorrect address and although I immediately phoned TWC to change the address the parcel still arrived at the wrong place I was assured by TWH customer services team that it would go to the correct address Result is I have to drive for 2 hours to collect parcel and it will not reach it’s destination in US so a small child will loose out on her Christmas present as there isn’t time to send it”

Helpful Report

Posted 4 years ago

“Ordered lights 1st December (£472) with a clear offer of delivery within 7 days on the website. Chased on 10th, 13th and 16th via webchat. Ignored until 16th. Finally a response - we have not read your chat history but re. your order, we have no items in stock, no idea if or when they will be in stock, and our system does not let us make refunds. So, they will keep my money indefinitely and may or may not at some point in the future possibly deliver some goods to me. I have never experienced such poor customer service followed by such a rude and indeed illegal response. Avoid, avoid, avoid.”

Helpful Report

Posted 4 years ago

“Goodness up market prices with appalling customer service. When and if I receive my order I will not be shopping with them again How can they justify such dreadful service?”

Helpful Report

Posted 5 years ago

“Have always received a fantastic experience with this company. The items are always as described, packaged properly and they arrive on time.”

Helpful Report

Posted 5 years ago

“Terrible customer service. Recived a broken diffuser which I cut my hand on, the strong chemicals also ruined a handbag and damaged my wooden floor. Despite photos and an extensive description of the incident, the customer service team was shocking. Useless "copy and paste" customer service emails and it took two weeks for them to confirm they would process a refund!! Also just generally the standard of their product has taken a nosedive in recent years. Wont be using again.”

Helpful Report

Posted 5 years ago

“Delivery was inadequately packed in too large a box. Hermes delivered the box and just left it on the doorstep - soaking wet, filthy and obviously containing broken glass. 5 days later, still waiting for refund. Numerous lies told about my refund, reorder getting dispatched etc... Conflicting information about what to return and what to send back. Broken boxes not opened as the diffusers were leaking and the glass rattling as it was clearly smashed - I even rattled it down the telephone! Hours of my time, numerous phone calls, miss information and absolutely NO customer service at all. I have been a loyal customer of the white company for more than 20 years - disgraceful, will never shop with them again. Better/similar products can be found elsewhere these days.”

Helpful Report

Posted 5 years ago

“Appalling customer service. Delivered two heavy large candles in flimsy box. Box open on delivery. Items were fortunately still inside but one candle was smashed to bits. When I rang to complain I was told to open second candle to check if broken too. It wasn’t but as I had bought for a gift it was no longer of use! Was told I now had to return second candle for refund and then buy again. No apology for delay to this gift. ‘As a gesture of goodwill’ they didn’t charge me to collect!!! (Despite them inadequately packing it in the first place!) But I have had no word since!! All very disappointing. White Company used to be a premium brand - sadly no longer.”

Helpful Report

Posted 5 years ago

“The White Company has gone down to the level of a cheap bazaar store. If you are looking for quality things, then avoid them. A few months ago, I had to return them the bedding that they sell as Egyptian cotton, but Argos the same “egyptian cotton” sells at budget prices. Recently I wanted to buy from them a duvet (London Stratford Branch), they had a sample, but there was no a duvet. They persuaded me to make a purchase online, delivery within five working days. A few days later, in the morning I received a notification that delivery would be from 12 to 2 PM, but they did not arrive; at 2 PM they sent me notification that delivery will be from 3 to 5 PM, but no one arrived again. I tried to reach customer services, to get the money back, but for 40 minutes no one picked up the phone – this is how their customer services works. Shameful company, never buy from them.”

Helpful Report

Posted 5 years ago

“I wanted to share my recent experience with The White Company regarding a rather expensive candle (£60). Just to preface this review with the fact that I have been frequenting the stores and buying online for at least the last ten years with many purchases that I have enjoyed. Unfortunately this time my experience has not been pleasant. The candle is expensive and quite a luxury as many who shop there know. They are beautifully scented and do last quite some time. I have a cupboard full of the candles as they are my favourites. I am always careful to heed the usual advice, not to leave candles unattended and I always use a mat underneath ( heat proof). The candle in question exploded as it neared the end of its life ( over an inch of wax left)....shattering into smithereens of glass and flying boiling hot wax all over the furniture and room. Luckily nobody was hurt. I emailed the White Company customer service --- after about 6 days somebody emailed me to request photos and the barcode. Luckily I had taken photos but not of the barcode as this was burnt and I had thrown away the fragments remaining. The person who wrote to me was not backing down and insisted that nothing was wrong with the candle and even though she admitted that there was more than enough wax basically shunted the blame off of The White Company. I am gob smacked considering its pretty expensive...and I am a regular customer with no complaints before...( this has not happened to me before with any candle by the way). I am not sure I would go back to the White Company after their shoddy treatment of customers/lack of customer service/ >>.and refusing to take responsibility. Infant the woman I dealt with was quite pompous. Any candle buyers beware!!!! The candles can explode and The White Company do not care and will blame you for it!!!!!”

Helpful Report

Posted 5 years ago

“I purchased a Hector desk lamp a few years ago. Unfortunately I broke the shade ,I contacted the White Company for help to replace it . They did not want to know and would not help . John Lewis sell the same lamp ,although I did not buy from them they were very helpful and gave me the name of the manufacturer who supplied me with and shade. Will shop in J.L in future”

Helpful Report

Posted 5 years ago

“I buy many items from The W C. Always excellent service. Quality always excellent.”

Helpful Report

Posted 5 years ago

“It used to be my favourite shop for years, still have beautiful linen dresses from 7, 8 years ago. Unfortunately the quality of the fabrics they are using now are gone down ,no more pure silk, linen , wool, all made of mixed not natural fabrics. Only some wool, and cashmere sweaters . Colours are all tne time tne same, grey, black, white, really boring.”

Helpful Report

Posted 5 years ago

The White Company is rated 2.1 based on 266 reviews