Review Time
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.
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!
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.
I paid for next day delivery on 15th January, expecting my order to arrive on 17th January. One item was a gift needed for 18th January, making the timing critical. Unfortunately, the order did not arrive as promised. I reached out via live chat and spoke with a representative who informed me that the order would now be delivered on Monday. When I asked for clarification on the delay, she was unable to provide an explanation. Instead, she only offered a refund on the delivery charge, making it seem like a generous gesture. She also insisted that the delivery was 'within the time frame,' without justifying how that was possible given my payment for next day delivery. The delivery service from the company is extremely poor. As a result of this situation, I now have to find another gift at the last minute after work. No compensation was offered for the inconvenience. I frequently shop with them, but their customer service is incredibly disappointing. If a company charges premium prices, their customer service should reflect that quality. Unfortunately, it does not.
I placed an online order for a few small gifts on the 29th of November to Northern Ireland. On the 5th of December, I received an email stating my order was on its way. However, after about five days, it still hadn't arrived. I contacted a customer service agent online who informed me that the order was 'lost'. They promised to send a replacement that would arrive by the 19th at the latest. By the 22nd, my order still hadn't shown up! I reached out to customer service via chat again, only to hear it was 'lost' once more, and they could resend it, promising delivery in 3-5 days. This was clearly inadequate, as it wouldn't arrive by Christmas! When I asked if they could send it via first class, they said no, but I could reorder after receiving a refund and choose next day delivery for an additional cost, which they claimed would ensure it arrived by Christmas. They offered a £10 voucher to cover this expense, but it would take 24 hours to reach me, making it useless for timely delivery. Confused by this service, I decided to call for clarification. They then informed me that my parcel had been damaged in transit twice and suggested I just take a refund. I inquired about next day delivery to Northern Ireland and learned they didn’t offer that option! The customer service agent seemed quite embarrassed. Overall, this was an extremely disappointing experience, and I won't be ordering again.
I am extremely disappointed. I’ve bought Christmas wrapping paper (among other items) from the company for many years, but the quality of the paper I received this year is shockingly poor. It is nearly see-through, which is unacceptable given the price. What disappointed me even more was the terrible customer service when I reached out with my complaint. There has been no acknowledgment or apology for the poor quality of the product, and to make matters worse, I was informed that there is nothing the support team can do since I purchased the paper from a concession store. This apparently means they cannot assist with my complaint. No apology, no recognition of the poor quality—all because I shopped at the wrong location! It’s hard to believe. It seems like lower quality products are sent to these concession stores, sold at full price, while complaints are conveniently ignored. This isn’t just a case of misunderstanding; the paper is terrible, and the customer service is even worse. What a disappointment.
I placed my initial order on the 19th of November and paid extra for a gift box. Unfortunately, my order got lost in transit. After contacting customer support, I was informed that a replacement could be sent, but one item was out of stock. I accepted a refund for that item, and the remaining two were dispatched as a replacement. I specifically asked if they would be in a gift box and was assured they would be. Six days later, I received only one item in a gift box. I called customer service again and was told not to worry, as the second item was delayed but would also arrive in a gift box. At this point, I was very frustrated and upset, though I tried to stay positive because I really like this company. A few days later, the second item arrived, but it was not in a gift box. I spent even more time on the phone with customer service just to get a refund for the gift box and received a £10 voucher for my next purchase. I am extremely disappointed with my experience, especially since I adore this company. Unfortunately, this experience has left me dissatisfied. If I wanted inconvenience and hassle, I would have ordered from elsewhere!
Awful support experience. They seem completely clueless. You have to wait 10 days for any action, despite the order indicating 5-7 days. I spent 30 minutes on hold just to reach them. I strongly recommend ordering from a different provider; this company is unacceptable and deserves scrutiny.
I placed an order but did not get a confirmation email. When I called the White Company, they said there was no order and they had not received a payment. The payment appeared on my bank statement, so I emailed and called them again. This time they said on the phone I had put the wrong email, that’s why I didn’t get a confirmation email for the order. I requested they send an email now; but they didn’t. When I called them again and requested since there were so many problems with placing the order, could they cancel it, they said they couldn’t as the order was already being processed. I requested again to be sent an order number which they said they would but still no confirmation email was sent. In the meantime they del
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Official Site: Shop online at The White Company for impeccably stylish and beautifully designed clothing, homewares, gifts, candles and fragrance.
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