The White Company Arvostelua 13 783

I bought the navy Hydro cotton Hooded bath robe for Christmas. The material is lovely and soft, but very delicate and prone to snagging. It is a shame, it spoils the appearance. I think the robe is just for ‘sitting’ in , not for normal wear.

Bought some products online but only 2 items were delivered..the company emailed to say that the outstanding item was out of stock and they couldn’t deliver so would refund in 3 to 5 days. After 7 days I had to chase for the refund and was fobbed off with “please allowed another 48 hours”… after 14 days and more chase emails I had to raise a claim with the bank to get my money back. Seems this company was eager on hanging onto my £6.50!! (I’m embarrassed for them) 😬

Bellissimo

Disappointing experience
I had several issues with my recent order. First, I made a mistake with the gift card message and asked if there was any way to correct it. I was told this was not possible, which I accepted.

The main issue was with the gift box. The box provided was far too large, so I asked if I could receive a smaller one. I was told I would need to go to a store to exchange it. I explained that I ordered online because I am unable to get to a store, but was told this was the only option.
They asked for a photo. I provided. I don’t understand why they gave me such big box.

As I needed the gift within a few days, I had no choice but to place another order to receive a more suitable sized box. Unfortunately, although the new box was a better size, it arrived damaged. I informed of this but no reply. With no time to reorder, I ended up using the original oversized box. It was far too big. This was disappointing, as the box size was not my decision to make in the first place when ordering online.

I was contacted by The White Company on 27 January and was asked to wait 24–48 hours for a follow-up after my online chat enquiry. Despite emailing twice more, I never received any further response since.

I am now left with unusable gift box with no way to return as I can not get to the store. And no communication from customer service. While the cost is only £10 for the 2 gift boxes, this situation was stressful, not my fault and has been very frustrating. I did not expect this level of service from The White Company.

Ordered a product and money was taken. Waiting the 3-5 working days for delivery but order was never despatch. Customer services (online chat, really slow) explained it was due to be despatched that day. Two days later and no updates so contacted customer services again who now stated the product was never in stock and I would now be refunded. If I hadn’t chased then they would have taken my money and sat on the order. Really disappointed and won’t be using again- customer services contacted me to apologise and offer a voucher. I did not get this voucher!

Just told items have been lost on transit. They use a number of couriers. This one was Evri but they can't guarantee it won't be Evri next time!!! So order cancelled. Can't even speak to a person at Evri. Shocking way to run an online business.

I ordered a king-sized duvet cover from The White Company on the 31st of January.

On the 1st of February I received notification that the item was on its way. On the 4th of February it says on Evri's tracking site that they are sending the package back to The White Company. What? On the 7th of February I receive an email from the White Company saying that my refund is on its way.

In summary, I order an item from The White Company, the courier sends it back to The White Company, and I'm never notified as to why this has happened. No email, no follow up, no offer to resend the item, nothing.

I quickly ordered a similar item I needed from John Lewis and it arrived next day, no problems at all.

On the 8th of February I received an email with a link asking me to review my shopping experience with them. I filled it out...to find that the submit button/link was broken.

Fast delivery. Great qaulity. I have not worn jeans for a few years so I thought I would take a chance on this company so over ts clothing .and I wanted barrel jeans .TOTALLY NOT DISAPPOINTED. they fit great and very comfortable will be ordering more .thanks so much

Incompetence wouldn’t begin to cover it. I ordered THREE items - two of their Hungarian duvets and one pair of bed sheets.

One duvet and the sheets arrived fine, the other duvet has been “expected by Evri” since 16/01. A week after this, I contacted customer service with my order number and explained exactly what I’ve written above, only for Sphesihle to say “can you please clarify exactly what is missing” when logic dictates me saying “the other duvet is missing” would mean that the duvet is missing?! I suspect I was given this response on a Friday afternoon to buy more time until the following Monday.

I wrote back in excruciatingly plain English on 30/01, and now just over a week later, I have had no further contact and I still do not have my £260 missing duvet from an order placed almost a MONTH ago.

Shocking how they manage to keep their reputation as a premium brand, especially when online competitors can provide their products at a discounted price. I frequently buy from TWC both for myself and for gifting, but this has left an awful impression and caused severe annoyance. Please do better!

Edit 9/02:

My initial query has been responded to with more side stepping. This customer service representative sent me the tracking link of the one duvet that was delivered and with triumphant finality declared that my order has been fulfilled.

They entirely ignored that I stated there were two shipments, and that indeed one has been delivered and the other has NOT. They did not even acknowledge the second tracking link that I PROVIDED (doing their job for them!) which indicates no delivery having been made.

I do not see how I could make the situation any clearer or simpler to understand. I believe TWC has outsourced their customer service but has not taken the trouble to train their employees in comprehension or customer satisfaction.

I am normally beyond patient with these things, as mistakes do happen, but this very delayed and completely unhelpful back and forth from a ‘premium’ brand has left me at my wit’s end!

I do hope that the Trustpilot representative will be able to make some amends because I am thoroughly unimpressed with the customer service so far.

One of the most unprofessional companies I've had to deal with. Sent me a diffuser smashed to pieces and tried to send me a replacement with a lead time of 3-5 working days (it's friday afternoon as I write this). No urgency, no appology. When I asked why they couldn't send it next day delivery they tried to make me accept a refund and a gift card for the delivery amount, knowing full well that the price of the item itself had increased. When I asked for complaint detials they refused to give me them. No customer care given on the live chat, Resma was a terrible support agent. I have lost complete and total confidence in this company and will never shop with them again.

Don't buy the spring candle this year not even gotva logo or spring written on it.....just any old candle you can get from a supermarket.

I was absolutely gutted as use for my spring display n doesn't even say spring on any more.

Matalan have lovely candles this year try there!!

I purchased a coat from the white company, absolutely love it received so many compliments 🌹✨❤️

Excellent wreath, looks lovely on my wall
Fast delivery

Sent the wrong size

Served by a lovely girl in your Winchester Branch. So helpful. The candle I wanted was the last remaining one on the shelf. It needed to be left there. The sales assistant then arranged for a new candle ( still at the sale price ) to be delivered free of charge to my home.

Great service from The White Company with exceptionally quick and free delivery.

I recently purchased the new Spring candle and I absolutely love it!
I’ve had a really positive experience with The White Company. The quality of their products consistently lives up to expectations — everything feels well made, soft and long-lasting. Their bedding is especially lovely and has made a noticeable difference to my sleep, and the candles smell amazing without being overpowering.

Ordering online is straightforward, delivery has always been reliable, and items arrive beautifully packaged which makes the whole experience feel a bit more special.

Yes, the prices are higher than some brands, but the quality and timeless style make it feel worth the investment. I keep coming back and would happily recommend The White Company to others.

The Capri Diffuser uses a plastic plug which is impossible to remove. The company needs to use a better design

I was gifted a gift card and unfortunately there was no expiry date, went to go and use to find it had expired several years ago, as a student every penny counts so I sent an email to customer services, who were the rudest and down right arrogant customer service team I have dealt with. Will never buy from them again !!

Update 4/2/2025 Managed to get a lovely call from Sue who managed to sort out a resolution. Very kind of White company to resolve the issue.