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The White Company Reviews

2.3 Rating 231 Reviews

30 %

of reviewers recommend The White Company

Company Reviews

2.3

Based on 231 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 26%
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

Read The White Company Reviews

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 5 star review on 6th July 2023

The White Company 1 star review on 4th December 2020

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

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?”

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.”

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”

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.”

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.”

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”

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 !”

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.”

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.”

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”

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.”

Posted 3 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!”

Posted 3 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.”

Posted 3 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 !”

Posted 3 years ago

“Ordered goods on 27th November. Received notice my purchases would be delivered 1st December. Nothing arrived and despite phone calls, emails and chat line I am no further forward knowing when anything will arrive. One of the items was a birthday gift which is now too late. Unfortunately I placed a second order on 30th November, obviously not knowing the issues with this company, and again no idea when it will be delivered. Usual excuses - COVID and Christmas !! Ordered goods from John Lewis 5th December and already know the purchases will be here tomorrow. I will never order from White Company again and no doubt obtaining a refund is going to be a nightmare. I would also give 0 star if it was possible.”

Posted 3 years ago

“Worst service ever. I ordered a pair of cashmere socks (£64 incl. postage). After 3 days still hadn't been despatched and I heard from a friend that her order took 3.5 weeks to arrive, so I was nervous and called them to cancel. My "query", as if it was ridiculous, had to be referred to the "team leader". Was given the third degree questioning as to why I wanted to cancel. The best the team leader could do was look into it further and respond by email. I asked how long I would have to wait for their decision. "48 hours". So I tried Chat - with Ronaldo. He seemed perfectly nice and polite. After 27 minutes - see screenshot - he finally said it was cancelled and gave me a ticket number. Said refund would be PROCESSED in 3 - 5 days. That's going to mean at least a week until the money is back in my account and I'm not holding my breath. I am only awarding one star because there is no option for no stars.”

The White Company 1 star review on 4th December 2020

Posted 3 years ago

“Awful company to work for the managers are terrible and abusive unless your from the EU you will not be accepted the morning shift managers are most definitely racist the training is rubbish and there targets unrealistic I have never worked in such an environment it was like working in the 1960s being subject to there obvious racism my advice look for different employment if you want to maintain your mental health and dignity!!!!!!!!!!!!!!!!”

Posted 3 years ago

“Half an order, 5 phone calls several online chats ended abruptly, still no completed order, no follow up emails. I am £52.70 out of pocket, this is my hard earned money. You may not think this is a lot but me it is. I shall not be buying from you anymore.”

Posted 3 years ago

“I ordered some wrapping paper, gift tags and some tree decorations, Order arrived in good time, but packaging was awful. Someone had flattened a normal cardboard box, put my items inside and cello taped the edges together, no protection at all. One item was missing. Called customer services, waited 30mins for an answer. Was told the item would be replaced. A couple of days later got a parcel from them with the wrong item in it. Tried to call, but phones weren't working, so I emailed instead. Got a response this evening to advise me that the item was out of stock and discontinued, no mention of a refund. Called customer service tonight, on hold for 80mins! Gave up in the end and used the live chat feature, which only took 30mins! Awful customer service, I won't use them again.”

Posted 3 years ago

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The White Company is rated 2.3 based on 231 reviews