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The White Company Reviews

2.3 Rating 229 Reviews
31 %
of reviewers recommend The White Company
Company Reviews Questions Metrics Info
2.3
Based on 229 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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Anonymous
Verified Reviewer
“Much like the reviews before mine, I’ve had a bad experience which is still ongoing 7 weeks later. Ordered two items but only one came. I waited a few days in case it was dispatched separately but nothing. Contacted customer services who said it was out of stock. When I questioned why I hadn’t notified me and why an out of stock item was available to buy I was told it was a website glitch (clearly something that happens regularly judging by the other reviews). They couldn’t tell me when it would be in stock but refused to cancel the order and told me to wait. Because it was meant as a gift I had to buy a different product to give to my friend on her birthday. 2 weeks later I chased up the matter only to be told they didn’t know when it would be back in stock and again refused to cancel saying they’d only do that when they felt I’d had waited too long. A month into the saga, I noticed the item was back in stock and available to buy on the website, but after a few days when my order status didn’t change I contacted them again. I was told it would be dispatched soon but couldn’t say when. I asked if they’d cancel so I could re-order from the available stock and get it more quickly and was told no. After a week I chased it up again and was told it would be escalated to dispatch within 48 hours. This didn’t happen and the item went out of stock again on the website. I emailed again and the email was ignored. I sent a further email the next day and was told that if I wasn’t prepared to wait they’d now cancel the order. 48 hours later they charged my card for a third time for the item that they’d agreed to cancel. I haven’t received a response as to why they’ve done that and the order status hasn’t changed either. It’s so bitterly disappointing as I love their products but seeing the frequency of similar negative experiences all pretty much from the same hollow customer service script, I won’t be shopping with them again. As an aside, it’s really disconcerting when a company randomly charges your card on multiple occasions without any warning. Presumably they do this so you can’t argue about your statutory right to a refund, while still holding you over a barrel even if you don’t want the item as a result of the delay. It’s a terrible policy, but one they seem to use all to frequently. This surely needs looking at by Trading Standards. If they aren’t fulfilling their side of the contract of sale (delivery in 5-7 working days), the customer should absolutely have the right to withdraw from the sale. There’s zero respect for customers and absolutely no accountability when customers are messed about.”
Helpful Report
Posted 2 years ago
Mariya
Verified Reviewer
“Since the 3rd of September, I have had nothing but stressful and unpleasant experiences with your company. I have placed an order for a newborn baby of our colleague, which needed amendment. I have contacted your support team within 10 minutes asking me to assist with order amendment or cancellation. It took me over 2 hours to get from the complete "no, we don't do it" to finally having my order amended and a confirmation email sent out to me. Several hours late I still could see that the pending amount to go out of my account was still incorrect (£140.00 instead of £70.00). I have contacted your team again and was assured that after 48-72 hours this will rectify itself. On the 5th of September, I have reached out to your support team (via chat. you can see a whole lengthy exchange for the past three weeks in there) advising that no money have been taken out and no notification email was received by me indicating that the present has been dispatched. After lots of back and forth via chat AND phone calls I was advised that the order expired and was cancelled. I was given ZERO notification of that. Fine, I have placed a new order that was dispatched the days after and delivered successfully. Money was talked from my account and I thought we are all done with it. But no. On the 8th of September, I see that there is a transaction of £140.00 waiting to go through to The White Company. I have contacted your support team instantly via phone call and via chat. I was given assurance that no money would be taken off my account and that this pending request will disappear in 48 hours. That money would only be taken off if the item is dispatched. I asked multiple times to ensure that nothing gets dispatched as everything I have ordered has already been delivered. Unfortunately, the items did get dispatched and money left my account. I was advised that I can only receive my refund once items are returned to The White company. Our colleague has a newborn!! It is not on their priority list to fix the incompetence of your employees. I have been very clear with your customer support team about that fact via chat as well as via the phone. After multiple requests of being contacted by one of the managers, I finally got to speak to someone and receive a partial refund. Your company still ow me £10.50 which I have been chasing now for a week. At this point not only do I want to receive an apology from a senior executive. I want my refund back as well as I will be placing a legal complain and demand moral compensation. I will be taking it to social media. The White company is not a small organization. You should never treat customers that way and invest in the training of your team as well as in improving internal processes. As your customer I felt completely unsupported, lots of my time was wasted. It is the 28th of September, the refund still hasn't been done. It is simply disgusting behaviour.”
Helpful Report
Posted 2 years ago
Susan Linford
Verified Reviewer
“Order still pending two days later! Customer service 36 minute wait. This will be my last time ordering from The White Company. Appalling communication. Will also be returning my dinner service which has stained and squeaky!”
Helpful Report
Posted 2 years ago
Jana
Verified Reviewer
“Extremely disappointed by bad practises of The White Company - ordered an item from their online shop on Monday 23/08 - this is a gift I need by Wednesday the 01/09 - 3-5 days delivery - was hoping for the item to be with me on Friday 27/08 or Saturday 28/08 - nothing. On Sunday 29/08 I checked status of my order and it turns out nobody has even started processing it - 6 days after I've placed an order. Contacted their customer service - turns out the item is out of stock and they are waiting for when they have more of this stock so they can allocate my item to my order. It was out of the stock and it let's you order it and nobody updates you on the fact, that they don't actually have it and it could take weeks or maybe even months until they get hold of some so they can finally send it to you!! So folks if you need a gift and it needs to be with you by particular time - even if you order next day delivery it might actually take weeks or months until you receive the item, because the website doesn't tell you it's out of stock and nobody else bothers to let you know either!”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Ordered a gift and asked for a personal message which was screwed up within the box. Was very disappointed I didn’t get a small bag to put the gift in, as you do in the stores with the classic black ribbon and tissue paper”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Ordered next day, did arrive but duvet cover packaging and duvet damaged, big rip. Did replace but took 2 days. Not as good quality as previous bed linen, same thread count etc, but does not seem as white and not as soft and luxurious and does not wash and iron as well as their other older bed linen. Don’t think I will go back to them! Had been a regular customer”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“Paid for next day delivery, but it didn’t arrive despite numerous emails and complaints about this kept being told would be reordered and would arrive next day still didn’t arrive. Now. I have no goods but they have taken my money.surely thisis fraud !!!wish I had read the very bad reviews before purchasing with this company.trading standards should investigate this company”
Helpful Report
Posted 2 years ago
Anonymous
Unverified Reviewer
“The pajamas I bought shrunk horribly. Who would ever think pajamas would shrink with normal washing? They would not replace them or accept any responsibility. Never again!”
Helpful Report
Posted 2 years ago
Anonymous
Verified Reviewer
“Vile customer care, appalling stock updates on their website. I feel cheated, the company gladly took my money but I never received the items which I paid for and now they claim are out of stock, when they where still available to buy online days later. Still waiting for a refund. Stay away.”
Helpful Report
Posted 2 years ago
Carol
Verified Reviewer
“I have been left feeling very annoyed after finding that a quilt cover that I bought in the summer of 2018 is not the proper size of what it was sold as. On contacting customer services I was offered a goodwill voucher for £15.00 which is very poor considering the quilt cover and pillowcases cost me £99.00 and now I can't use them. I still have the receipts to prove this. I bought three king size quilt cover sets at the same time and had just been using two of the sets. When I used the third set it seemed very short and when I measured it found that it was over 21cms shorter than it should have been rendering it useless as it's too short for a king size quilt and too wide for a double quilt. While I'm having a moan about the White Company I will just add that the buttons on their quilts do not stay on and mostly need to be sewed on again properly as well. Not very good when much less expensive producers manage to get their buttons to stay on.”
Helpful Report
Posted 2 years ago
Philip Wheldale
Verified Reviewer
“Ordered on line 4 weeks ago. Goods still not dispatched. Order saud they were in stick so where are my items? 2 e mails to customer services with no reply.”
Helpful Report
Posted 3 years ago
Mari
Unverified Reviewer
“My mother ordered and paid for a beautiful cocktail trolley for my 50th birthday. It arrived promptly but it had a number of significant scuff marks on the stainless steel. I have seen other reviews complaining about the quality. It's not cheap - it's £325 so you would expect a well-made product. My mother is elderly and very unwell with a heart condition so I helped her to deal with customer services and chatted to someone called Lorenzo who said that the item would be redelivered the next day and the damaged item picked up in a few days. It seemed like a great solution and I was impressed by the ease of getting the situation addressed. It never happened though. Since then (it's been 3 weeks) my poor mother and sister have been on the phone endlessly - being passed from person to person - all making promises and never delivering. She has even been on the phone to the delivery company for hours trying to organise delivery and now it seems the order is no longer showing on her White Company account and Wincanton (the logistics company) have told her that her delivery has been suspended. We still have no clue when the item will be delivered. My mother has been crying and worrying for days about this, and because she is so unwell and has had such a terrible experience, I have had to try to take over. I have just been told that we were 'misadvised' by Lorenzo and there is no way that even a large and expensive company like the White Company can organise an expedited delivery even in the case of fulty goods and it would cost them 'millions' to change their contract with them to be able to organise an expidited delivery - which I thought was a bit steep and also a bit inprobable. Apparently if things go wrong - there's absolutely nothing they can do about it. The item is in stock. Apparently they have 64 of them. But they won't deliver them. Who knows if I will ever get this item? Neither the White Company or their logistics company seem to know. Given the prices that this company charges - you would expect significantly better service. Don't order from them for a special occasion. They will let you down. They will promise the earth. They won't deliver. They didn't spoil my 50th birthday but they spoiled it for my sister and mother who cried telling me about the whole ordeal and couldn't apologise enough. I've had my mother crying on the phone again just now. The White Company wanted my mother to give her permission for them to deal with me. I am now having to travel half an hour away to see her as she has worked herself up trying to tell me what has happened. I am furious. I could care less about the cocktail table now. I am only chasing this because my mother won't rest until the matter is sorted. Do not deal with this company.”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“Hideous customer services. They really do act like they dont care. Paid for saturday service but it did not arrive. Spoke to Sameul who said they would refund the cost. Could not explain why i had not received the order. Will not shop here anymore.”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“I ordered a skirt from them. It arrived sooner than they estimated. DHL emailed to ask if I wanted to waive the signature so they could just leave the package. I did and it was left on my door step. The box was a bit banged up but the skirt was in pristine condition and it is GORGEOUS! I am so happy with my purchase! Thank you WC.”
Helpful Report
Posted 3 years ago
Ben Johnson
Unverified Reviewer
“Brilliant service with everything arriving on time as promised”
Helpful Report
Posted 3 years ago
Anonymous
Unverified Reviewer
“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
Sivana
Verified Reviewer
“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
Anonymous
Unverified Reviewer
“Returned item. Tracking shows received 11 January. It is now 28 January and despite numerous calls to customer service still nothing”
Helpful Report
Posted 3 years ago
Anonymous
Verified Reviewer
“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 3 years ago
Tsvetelina
Verified Reviewer
“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 3 years ago
The White Company is rated 2.3 based on 229 reviews
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