The White Company Reviews

Name: The White Company
Address: The White Company (London) LLP, 1 Derry Street, London
Rating: 2.10

2.1 Rating 274 Reviews

26 %

of reviewers recommend The White Company

2.1

Based on 274 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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“Absolutely awful service. Ordered a candle for a bereavement. Didn’t get a confirmation email but the payment was shown as pending on my bank statement. Two weeks later and nothing. I check my bank statement and the payment is not showing up. I feel I’ve really let down this person, and I hope the white company feels they’ve let me down. I will never shop there again.”

Helpful Report

Posted 3 years ago

“Unfortunatly every bad review herw is true. I made a 600 pounds purchase to Israel before i read these reviews. I was hoping it isnt true but the delivery service is by far the worst i have seen. I work with dhl and ups all the time and its nothing simillar. I still havent recieved my package, its been a month. I have also paid already for the release of the package and still, getting no answers. This is unfortunate as it seems the company itself have nice quality things.”

Helpful Report

Posted 3 years ago

“Returned item. Tracking shows received 11 January. It is now 28 January and despite numerous calls to customer service still nothing”

Helpful Report

Posted 4 years ago

“This company doesn't even deserve one star. I have made numerous email complaints since receipt of my goods on 21st November 2020 only to receive acknowledgement emails, some cobbled together in various fonts, stating they are genuinely sorry and it has been escalated to senior management who will contact me within 48-72 hours. However, after over 8 weeks I am still waiting for a resolution to my complaint. I certainly won't be purchasing anything from this company every again!!!!!!!”

Helpful Report

Posted 4 years ago

“Absolutely dreadful experience with White company. Customer service ( if you can even call it that) is the worst I have experienced in ages, rude and poorly mannered ready to blame their customers. Average waiting time if you have to reach customer support is 30/40 min. I have given up on the White company and returned everything I have ordered”

Helpful Report

Posted 4 years ago

“A product advertised discounted price but system charged full price, I contacted the white company and informed the problem with proof of screenshot with sale price and asked them to arrange refund for the difference. They claimed the discounted price for different colour although the screenshot clearly show it was for the colour that I ordered. Instead of rectifying this and honour the price advertised, they told me I can cancel it or proceed at full price!”

Helpful Report

Posted 4 years ago

“I made an order for a comforter in November, and a few hours later I found out that I would not receive it before Christmas, so I called in to the company for cancellation, got a confirmation number and etc. A month later my credit card statement showed that I got charged, and I have got no merchant delivered nor notice of any kind from the company. I tried many times to straighten out the matter but not successful. They just made it very difficult to cancel orders. They charged you anyway, without anything delivered to you. That's equivalent to SCAM!”

Helpful Report

Posted 4 years ago

“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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 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 4 years ago

The White Company is rated 2.1 based on 274 reviews