I found my experience with White Stuff to be a catalogue of errors, caused by their sheer incompetence I ordered a pair of trousers, online. I had previously owned an identical pair, but unfortunately damaged them last year. I loved the colour, the fabric and the fit of the garment. The trousers eventually arrived, and to my horror I noticed that the security tag had not been removed. I telephoned customer services and was advised of three options: 1) Go to my nearest White Stuff store ( Manchester), and request the tag be removed. 2)Visit any local store and ask them to remove the tag. 3) Return the item. Manchester was out of the question. I avoid driving into cities. I found option 2 uncomfortable, as to request my local Tesco store to remove a tag from a garment that I had not purchased from them( despite having an email in my possession from White Stuff, verifying payment) , I considered inappropriate. That left me with option 3. I returned the goods, as advised. At no point was I advised that the item would not be returned to me. A week later and I had not received any , notification from White Stuff, that the garment had been delivered. I phoned customer services, only to be informed that they could see that the trousers were on their way to them. I would receive a refund upon receipt garment. I then learned that I was unable to re order my trousers, as the colour was out of stock in my size. This situation was appalling. If the position had been communicated to me when I decided that returning the order was my best option, I would immediately have placed another order, to avoid this happening . It wasn’t. I asked why the tag simply couldn’t be removed and the trousers returned, but was advised that this was not policy and impossible. I could check the website every day, though, to see if my original trousers were available. Really? The customer services lady did offer to process my refund quickly, and an e card was offered. I declined the latter as she advised that if I accepted it then I would be unable to make a formal complaint. In addition, I have lost all confidence in dealing with White Stuff. This is not an experience that I wish to endure in the future.
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White Stuff is a British fashion and lifestyle brand that sells women’s, men’s and kids' clothing, accessories, homeware and gifts in over 115 shops in the United Kingdom, shops in Germany, via mail-order catalogues and through its website.
