The White Company Arvostelua 13 783

Ordered 3 candles on the 5th march for Mothers day. The order appeared on the Evri app, the status stayed the same so I contacted TWC on 12th March to see what was happening. The customer service agent (or lack of customer service) stated it was lost in transit. She then said she could re order but it would take up to 5 days to get to me. I asked if they could send faster, only to be told I would have to cancel the order and select the higher priced faster delivery with a voucher from TWC. Unfortunately I have to work for a living so don't have the time to keep cancelling and reordering the same products when its your supply chain at fault. The customer service is dire at best. I will not be ordering from this shower of a company again.

I purchased a Classic Luxury Down Mattress Topper from The White Company. Unfortunately, all four of the corner straps have ripped at the seams and the topper started losing all of the feathers. The quality of the product is terrible.
Given the premium price, I expected it to last considerably longer. When I contacted customer service, I provided photos of the damage, but was told the item was outside their guarantee period and that no repair, refund, or replacement could be offered.
The only solution offered was a 15% discount code towards purchasing another topper!! For a product at this price point, a lifespan of under three years does not represent good value, and a small discount on buying another one does not real

I purchased a Classic Luxury Down Mattress Topper from The White Company. Unfortunately, after less than three years of normal use, all four of the corner straps have ripped at the seams and the topper started losing all of the feathers. The quality of the product is terrible.
Given the premium price, I expected it to last considerably longer. When I contacted customer service, I provided photos of the damage, but was told the item was outside their guarantee period and that no repair, refund, or replacement could be offered.
The only solution offered was a 15% discount code towards purchasing another topper!! For a product at this price point, a lifespan of under three years does not represent good value, and a small discount on buying another one does not really address the quality concern.
I chose The White Company because of its reputation for quality, so this experience has been extremely disappointing.

Still awaiting refund after chasing twice.

A huge thank you for the excellent customer service given by Sian (hopefully spelling correct) on Monday 9th March 2026 who works in the Chester store . Efficient, professional and most helpful employee. An excellent representative for The White Company. Sian was very expedient in sourcing a particular item of clothing which was in short supply online. I rang the Chester store to source this item and Sian went over and above to ensure that I was successful in sourcing the clothing item.

Beautiful sweater and staff are so friendly and helpful

I was trying to buy a Bed set of Duvet, pillows etc. Initially the customer service department were excellent in contacting me sharing emails and attempting to located a specific style. (Cambridge Stripe )
It was located in the Bicester outlet and I contacted them to make the purchase only to be told they would not send to NorthernIreland, so I said they could send it to my friend in England who would forward post it to me, but they wouldn’t do that because the billing address and delivery address would not match. They offered that I may purchase a Gift Card on line an then use that to make the purchase wherein they would send it to the English address at my cost and then my friend could forward it at my cost. I reached back to customer services 3 times for clarification with no reply.
I have been shopping wit the White Company for over 10 years not anymore. I went into M&S Belfast and bought a similar product!!!- very frustrating and disappointing.

I really like The White Company products. But sadly they choose Evry for their deliveries which is a terrible company and renowned for being unreliable. No for nothing there’s a documentary about it. So please White Community send your products with someone that reflects your quality. Evry just makes you look cheap. I just got an email saying they tried to deliver when they haven’t tried actually.

I bought a pair of White Company pyjamas for my daughter's birthday present. Imagine my disappointment to find not more than 6 weeks later that they started to develop a hole. As it was more than 30 days I couldn't return to store so contacted Customer Services. They requested that the pyjamas be returned for inspection when a decision would be made on whether they were faulty and therefore eligible for a refund or not faulty and would then be disposed of and not returned. This is a clear breach of my Consumer Rights. Under the Consumer Rights Act 2015 a retailer cannot permanently seize private property regardless of the assessment outcome; doing so could be considered theft - if the item is faulty, they must provide a remedy (refund, repair, or replacement). If they claim it is not faulty, they must return the item. Having paid £90 for the pyjamas I am not happy that White Company could assess them and dispose of them if they deemed them not faulty. I am totally shocked at the experience I have received from what I perceived to be a premium brand. The in store experience was first class but sadly the reality is that the White Company is more an exercise in style over substance with overpriced goods and poor customer service.

I have bought A LOT of The White Company products over the years from Home furniture to candle/fragrance products and of course clothing. I am seriously going off them! I feel the furniture quality isn't long lasting and as to the cashmere clothing I have bought recently - it is pilling and unwearable as a result. Looking to other brands now as I feel they are clearly cost cutting at the expense of quality.

Ordered an item and 3 weeks later still not received it. Repeated calls and emails to customer service. They cite an IT issue but despite me asking for a refund if they can't send it, that hasn't happened either. Very poor customer service indeed!

No stars again ! Still awaiting my refund for order 1319478089. It’s extremely tedious having to phone customer service every single time I return an item to get a refund . Not ringing this time - hopefully someone from customer service will see this review and refund me . The refund process is shockingly slow , why ? Other retailers can manage a fast refund .

Avoid avoid avoid! I’m £89 as I purchased via Klarna - cancelled the order. They’ve told Klarna they’ve refunded me personally for me to then pay Klarna but they haven’t! So I’m £89 down and having a hassle of trying to sort this!

Sadly, this company is quickly going to hell in a hand cart, and it isn’t taking it’s time in doing so. I give it only one star because to leave a review, you can’t give no stars. My last three orders with them, have not arrived at the destination. My February (Sale order) was ‘supposedly’ with Evri, but it didn’t arrive and I ended up being refunded and no chance of a replacement order because they had sold out… Very convenient.
My last order Feb 19th (Wedding Present) to a friend, Evri said it was out for delivery to be told a day later, it was too big for their courier and would be sent with a different delivery person. it was a photo frame, not a chair! It still hasn’t arrived. I then re-order on the 26th Feb and yes, it hasn’t even been processed yet. When I phone to express my exasperation and speak to a manager, they are not available. It is suggested I email my complaint but sadly I did this on the 23 and 25th February and I am again, still waiting for a reply. Take my advice - avoid at all cost, I will certainly not be using them again. I firmly believe EVRI are robbing this company blind, I can’t begin to fathom what happens to all the undelivered goods.

Really do disappointed in my order today.
The packaging was awful, not even enough celebrate to wrap the box.
This was for my wedding and they wouldn’t even supply me bags for my gifts.
Not the quality you pay for, white company had gone down hill!
Kelly it wasn’t the fact of gift wrapping, the box was all damaged and not even taped together. Or the box put together! Looked like a toddler had packaged it :(

Absolutely horrific! Expensive products and when given a faulty one I can’t even get a refund. Absolutely appalling customer service.

I went to The White Company today to buy a birthday gift for my friend, and I had such a great experience. Ewelina helped me choose the perfect present — she was very helpful, knowledgeable, and patient throughout the process. I’m extremely happy with my purchase thanks to her guidance.

Both Ewelina and Zakiyah wrapped the gift beautifully, which made it even more special. The service in the shop is truly amazing — friendly, professional, and attentive.

I also really like the layout of the shop and the selection of products available. I will definitely be coming back. Highly recommended!

I bought 2 lovely dressing gowns from The White Company. One was absolutely fine. The other was clearly faulty with loose threads hanging from all over the gown. I sent several pictures as proof.
I contacted the company and asked if they could replace the gown. They would not as I had bought it in November. I explained it was a gift for Christmas and had not been used until Jan. They offered a £20 gift voucher (the gown cost 70) or said I had to return it and they would take up to two weeks to refund the money. Neither of these options was acceptable and were inconvenient to me as clearly there was a fault with the product.
The White Company presents itself as brand of quality. This is not true. It is simply a well curated collection of items. The veneer of quality is superficial. It has none of the grace and commitment to customer service of a company such as John Lewis. I would use the site for inspiration but buy elsewhere.
Really disappointing.

I went into the Silverburn store to buy my wife a candle for her birthday, the store was quiet at this point and the assistant was dealing with a customer, I walked up to the sales counter with the candle she saw me and totally blanked me and carried on dealing with the other customer, she then brought the customer to the till walked past me as if I was invisible, some acknowledgment would have been nice, I left the store after that without making the purchase, I won’t be back in there.

A premium store, not a cheaper store…allow other couriers to dump hundreds of pounds worth of goods not only a wet path but then left in the rain for hours and hours and hours and oh hours…then excuse well shop in store or go and pick orders up…with the excise our couriers are on time restrains and don’t want to come back…then ensure whomever you employ do come back…do TWC actually think they have no competition and their USP is ooooh everything everyone else sells? The answer is A HARD NO…up your game or go the way of LK Bennett/Russell and Bromley and the list goes on…infallible you are not….replaceable you are…