The White Company Reviews

Name: The White Company
Address: The White Company (London) LLP, 1 Derry Street, London
Rating: 2.03

2.0 Rating 302 Reviews

24 %

of reviewers recommend The White Company

2.0

Based on 302 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Customer Service
Communication Channels	Telephone, Live Chat, Email

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

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

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 4 years ago

“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 5 years ago

“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 5 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 5 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 5 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 5 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 5 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 5 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 5 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 5 years ago

The White Company is rated 2.0 based on 302 reviews