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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“I placed an order from the White Company on September 18th and never received the merchandise. I followed up numerous times and was eventually told that they would send a replacement order which again has never been received. It is now late December and again after numerous time reaching out, they indicated that they would just cancel the order and issue the $200.00 refund. A refund was never issued and none of the merchandise was ever received over a three month period. Customer Service representatives repeat the same script about how sorry they are about your disappointment, but there is never any resolution. It seems like the company is a scam that takes orders and payments but they never fulfill the orders. Their customer service responses are just a loop; however there is never any effective service. I am beyond disgusted at the company and service.”

Helpful Report

Posted 3 years ago

“Had problems with an order I placed on the 25th November -all Xmas presents -order now lost and replacement sent but still not received -customer service no help whatsoever -extremely disappointed and can’t believe this company is still trading their is no ethics to help customers”

Helpful Report

Posted 3 years ago

“Order eventually despatched, tracked to our local distribution centre, spent 10 days there (lost?), then tracked to somewhere the other side of the country, then back to The White Company. Endless fruitless calls, on hold for ages, to try to rectify this - never any action or even acknowledgment. Finally 3 weeks later, they got in contact to say it was not in stock and they didnt know when would be in stock. Offered a refund. Accepted. Unsurprisingly they havent bothered to process the refund yet... Never again.”

Helpful Report

Posted 3 years ago

“Your customer service is an utter disgrace. I placed an order with you on the 7th of November, some 5-6 weeks ago for the value of £531. One of those items, the Symons Nordmann Fir Christmas Tree - 7.5ft, Natural, One Size, never arrived and every time I rang to chase status nobody knew where it was or if it had been dispatched. I have since rang multiple times per week for the past 3 - 4 weeks requesting a refund, each time to be told I will be kept up to date, receive a call back and a refund request has been sent as high priority. Have I heard a thing? NO Have I received a refund? NO Not only do you not know your arse from your elbow in being able to track your customers orders or even know where the stock is, It is Christmas and you are holding onto £495 of my money and I want it back. Sort yourselves and your customer service out.”

Helpful Report

Posted 3 years ago

“Ordered Christmas gifts on 30th November - still waiting for order to be delivered on 18th December. Did get through to customer services but of little help - delay explained as a 'glitch' in the system. Will be escalated to dispatch team who will contact me in 24-48 hours - I'm not holding out much hope. Other companies are still delivering next day - how did White Company get it so wrong?”

Helpful Report

Posted 3 years ago

“Absolute joke. I see that I am not the only one! Shocking customer service. I ordered items that were 'in stock' and whilst the website informed me that there would be a possible delay of 10-14 days, I thought that was just covering themselves. Well, needless to say like everyone else here, I hold no hope at all of receiving my items this side of Christmas. I managed to get onto the online chat to ask where my items were and said I wanted to cancel. was told that I could not cancel my order! Why? There is no reason why other than the white company not knowing how to manage an online service. The items have not dispatched, so why can't I cancel my order? Absolutely terrible.”

Helpful Report

Posted 3 years ago

“ordered Christmas presents on line 17 days ago from the white company didn’t receive my order tried calling customer services several times no answer, had several on line chats, was told delivery could take up to14 days on the 12th day I received a email stating order had been despatched waited a few days, still no order, I sent a message to the on line chat to be told that I wouldn’t be getting my order as out of stock, they took my money very bad experience won’t be ordering again”

Helpful Report

Posted 3 years ago

“Ordered online 9 days ago, not yet dispatched. No replies to emails, waited 25 mins to get through on phone only to be told call handler had a queue of other calls and would be too busy answering those to investigate my purchase and get back to me. It's immoral this company is taking so much money off customers and not fullfilling orders.”

Helpful Report

Posted 3 years ago

“Ordered item 9 days ago, still waiting to when it will be dispatched. Tried to contact Customer Service; no reply to 2 emails, 'live chat' not working, held in queue on phone for 20 mins, when I did get through to customer services they said they would send an email to relevant department. I asked to be contacted with planned dispatch date, was told by Customer Services they couldn't get back to me because they had too many in the queue trying to get through for help! Most expensive company with poorest dispatch time and poorest Customer Service that I have come across this year.”

Helpful Report

Posted 3 years ago

“I visited the White Company shop in Chester today with my wife. We were browsing when we heard a shop worker accuse a gentle man with his wife of stealing, he looked shocked and was lost for words. he denied this and she barked out, are you sure. He pointed out that the gentleman in front had picked up the item and was about to purchase it, and offered for her to search him, she looked at the man who had the item in his hand, turned around and strode off. There was no attempt of an apology and the poor man looked stunned and left the store. This was customer service at its worst and my wife and I will never enter the premises again and we will tell our friends and colleagues of this atrocious experience for this young man and his wife”

Helpful Report

Posted 3 years ago

“Ordered goods on 29th November , they have still not arrived and it’s the 13th December . You would think that the White Company would have the sufficient staffing levels especially after a weekend promotion and also bearing in mind a lot of business has been done online this year . No reply when I called customer care line . Will never use online services from them again . The delivery was stated as 7-10days it’s now 14 days . Hope no one orders from now for Christmas - slim chance to receive them in time I would suspect !”

Helpful Report

Posted 3 years ago

“Ordered good online on 27th November, for my sister's birthday on the 4th Dec. Showed available online. Email then said 7 days delivery which I thought was quite long for them but hey ho. 10 days later still nothing arrived and no contact from them. Not answering phone or online 'live chat'. Eventually after 45 mins someone answered my online live chat and after much toing and fo'ing as they clearly didn't speak english, they told me my order was delayed until late January due to lack of stock. Considering this was a candle, I was pretty surprised as that's what they sell! Also, had I not contacted them, I'd still be waiting. Really poor service.”

Helpful Report

Posted 3 years ago

“Ordered from the White Company on 21st November and not received. No response to emails and can’t get through to customer services just left hanging on the line. I would not order online from them as they clearly have some issues reading other people’s recent experiences. Such a shame as I am a loyal customer and love their products.”

Helpful Report

Posted 3 years ago

“Ordered 2 sets of pyjamas. Only one delivered. Unable to get through in phone or submit and email. I addition had the wrong return slip in the box for a diffuser! Voice mail stated no longer taking calls and to try later”

Helpful Report

Posted 3 years ago

“I returned goods in October and it is now December and despite repeated promisesI am still awaiting a refund. I have confirmation that my returned goods had been received and e-mails saying the refund will be in my account within 5 days but nothing has arrived. I will be writing to their CEO and the newspapers if I do not receive my refund by this weekend. It is disgraceful for a Company to treat customers like this.”

Helpful Report

Posted 4 years ago

“I do buy from the white Company and find their clothing range good quality, however, I would agree there can be racism from some members of staff - usually the older ones. They can be very off hand but I grew up in Tunbridge Wells where I was very happy and u take the view it is usually people with poor self esteem that behave this way. I continue to buy from the White Company.”

Helpful Report

Posted 4 years ago

“Ordered my goods 210 days ago. Received confirmation the next day but the delivery company had no trace of it. Queried this with White Co on their site after trying to call & asking for a call back which never happened. The only response was an email saying they has received my returned goods & that they would refund my money within 5 days. Messaged them again more than once to query this but still no response. I will never buy from them again!”

Helpful Report

Posted 4 years ago

“I was given a tracking number the day after ordering. Two weeks later the courier has not received the item. A chasing 'phone call - I am given a delivery date. No delivery and phone call to courier reveals that they still have not received my item. I have emailed for refund but no response.”

Helpful Report

Posted 4 years ago

“Seriously I have ordered from the White Company over the years many various items, they have all arrived within time. Packaged very well. Only once have I returned a item and I had no problems with the refund . The quality is high end and I can recognise the White Company style with ease. I love it, it’s easy to wear, to use and loaded with class. I’ve read the low star reviews and I am seriously amazed we are talking about the same company. So I’ve written to defend.”

Helpful Report

Posted 4 years ago

“I am waiting for a refund of £130 since 8 October I've emailed, tried to call and even sent a letter to Ms Rucker which was followed by a very apologetic telephone call from someone in her behalf and then nothing.Ive tried calling the number several times in the last few days but constantly getting an answer phone. I will never use The White Company again. They are a disgrace..just dont use them !”

Helpful Report

Posted 4 years ago

The White Company is rated 2.1 based on 266 reviews