An extremely thin, seethru, shapeless sweater arrived at a cost of £119.00 not even cashmere. Appalling. To return said item i had to remain home all day for DPD to collect !!!! Paid at post office instead. Given wrong address by customer service. Not impressed.

Spent nearly £900 for an order of eight items and ten days later have only just received a desk lamp! Their Direct Home Delivery service are rude and unhelpful and grudgingly gave me a delivery slot another week from now 7am-5pm ("if you're out you'll be lucky to recieve it before xmas - you're lucky to get a slot" Really??! Thanks for the favour...) Claimed they had only just had the item in when I got an email two days ago telling ME I had to phone THEM to chase my own delivery!! Then cut off numerous times by their useless automated service, had to phone White Company customer services who then said they would pass on my phone number and DHD would definitely call me within two hours - they didnt. Phoned me the next day and instead of calling me back told me to phone THEM yet again. When I phoned the White Company customer services to complain she seemed confused by the concept of complaining, said there was no Manager to speak to at 9.37am on a Wednesday, and said quote "if DHD said they can't deliver for another week there's nothing I can do about it is there?". No apology, no attempt at making it right, no means or right to complain seemingly. Just incredulous!!

Not delivered in accordance with instructions. Didn't contact me as agreed. Avoid.

The company needs to revamp there customer policies on returning products and refunds I sent for a jumper on the 1/10 /2017 and on the fourth it was being delivered there mid season sale had started two hours prior to my delivery guess what jumper had been reduced from £110 to £66 phoned them up to be told no they could not refund difference to my credit card best plan would be to reject delivery and order again at new price and I would get refund within 3/5 days ,I wish it is now the 10th and quess what still not been refunded was advised by there customer service dept this was best &quickest way to go ,You want to take a few lessons from John Lewis whose customer service is fantastic

We have just washed (in a Miele washing machine) for the first time a King size Pimlico duvet cover in 720 thread cotton. This is the White Company's top of the range bedlinen and cost £210 in this size. The fabric is very soft and smooth but on first wash 3 buttons fell off. Not what you'd expect from a quality item. I'd recommend the item based on the cotton quality (but the John Lewis 800 thread duvet cover at £200 is perhaps better value) but I don't think I should have to sew buttons on first wash.

My wife had been a regular customer of this establishment for years, always using the Tunbridge Wells store. When she died of that vile disease called LIVER CANCER last year I asked The WHITE COMPANY (in writing) to stop sending brochures and invites to our home. After months, these unwanted, unsolicited papers kept arriving - so I wrote again. AGAIN I was ignored. Every time I've tried phoning the store in Tunbridge Wells, they are always busy and the little answerphone message tells me, "sorry you can't get through, please try later" and abruptly cuts you off. I'm sick to the teeth with this company and would have thought they would have listened to my polite written requests to stop bombarding my home with their marketing material as my wife has died and I'm not interested any more about their goods - for this reason I'm giving them 2 stars. Their service is appalling; its OK in store when they are taking your money, but they are ignorant otherwise.

Unfortunately I have to second the previous reviewer - their online and telephone service is horrendous!! Ordered via phone as website apparently experiencing problems. I was given an order number and also promised an email confirmation which I however never received. When I queried this via phone 5 days later - after hanging on the phone for 10-15min - I was told that they unfortunately could not send out an email confirmation at this point, but my parcel had left the warehouse and I was also given a tracking number. I was mollified at this point, but again, having heard nothing and not received a parcel over the past 5 days, I phoned the help line again. After another 15min wait, I was told that my order number and surname did not match although the order and tracking number came up with the same surname and it had matched several days ago!! Bottom line, we can't hel you and good riddance! So, I am now not only rid of my money, but also haven't received my presents and probably get a hefty telephone bill on top of things. Therefore, let me repeat - DO NOT ORDER ONLINE OR VIA PHONE - HORRENDOUS!!

Hi there- I have bought this candled every year for years and have loved it. this year the candle doesn't seem to smell at all! Very disappointing - when I brought it up they have not offered to replace the item...

3 weeks ago I placed a large first time order with The White Company. It did not arrive after the maximum 10 business days and their tracking stopped at Healthrow.I have tried numerous times to call their US customer service but given up after hold times of >15 mins. I emailed their customer Service and got a snotty response from a lady who did not address any of my concerns but told me that for and extra $32 I could have got "updated shipping" (I guess that means shipping that actually gets your order to you!! In desperation I called their British number..same deal..super long hold times could not get through. I have since emailed 5 times and got their generic "we will get back to you within 24 hours" and of course they have not. So I am left here out a couple hundred bucks with no recourse except to call my crit card company.

Really like White Company products, just received automatic response from them telling me my order is out for delivery, at least that's what I think it said. Now if I was fluent in Dalek I would probably be able to track my order!!

Bought a an expensive coat two weeks ago, this week I wore once, the head of belt came off which is leather part. Called the company they said they cannnot help as there is no receipt. But it is written on the coats label the white company. Not happy, not wearable.

Paid 5.00 delivery to receive pram blanket for work colleague. After opening the delivery parcel really disappointed with the quality looks like a blanket bought from Asda really wanted something special for colleague as its her fouth child wanted it to be sumptuous not thin and flat

I placed my order for a present for a new mother over a month ago. After being informed my order was dispatched I received another email telling me that half of my order, although obviously ordered, was out of stock. I immediately called the White co to query this as I did not want my friend to receive half a present. I was assured that a replacement from a store would be sent to her separately and arrive the same time as the dispatched item. While irritated that the White co would inexplicably dispatch only half a present, I accepted this as a suitable solution. However, a week later I asked my friend and to my dismay she had still only received one item. Very upset now, I rang the White co back and was told the item did not get sent because they could not source it. I queried why no one had called to tell me this and she said she didn't know as a note was on the system about it. To make up for it, she asked me if I would like to choose another item with her and have that sent instead. I consented because I really wanted my friend to have her gift, even though by this stage I was very dissatisfied with the service. She helped me choose a replacement item and then assured me it would be dispatched immediately with gift wrapping, to my friend. However, one week later my friend still had not received anything! I rang back and demanded to know what was going on. I was told that a note for a request was on my notes but nothing had been done and she didn't know why. I explained that it simply wasn't good enough and to please send my item to my friend. I was put on hold for a while then told she would ring me back that day to tell me it was been dispatched. I never heard from the White co again. Each time I rang I was put on hold and each time my details took a long time to find. Each time I received a barrage of apologies and promises of call-backs but at no point did anyone ring me. I needed to explain my situation to every person I spoke to over and over again. It has been 2 weeks since that last phone call and my friend unsurprisingly has since still not received her promised part of her present. I am currently on hold and have been on hold for exactly 51 minutes. My issue is therefore clear. I would like the White co to please answer the following questions: 1. Why was an order put through that was out of stock and only half a gift item (with paid for gift wrapping) dispatched without consultation? 2. Why was I offered a replacement only to be told this was out of stock when I rang as a customer services rep did not bother to contact me? 3. Why was I offered an alternative when I rang back and assured repeatedly that I would have this sent out to make up for a series of serious blunders and yet still no alternative and no apology? 4. Why, in spite of being promised a call back several times including on the same day as I rang last, did no call see fit to call me back? 5. Why, after 51 minutes of being on hold, is no one answering my phone call to sort this out? I won't be shopping here again.

Did not receive promotional item with order as offered in an email solicitation. After repeated correspondence with customer service, they did not honor my request. Unfortunately, I did not save the email as "proof". Essentially, I was made to feel as if I made up the offer! Not at all interested in doing business with this co or wasting any more time corresponding with "less than helpful" customer service staff. Poor first experience ordering from this company.

I purchased this for £125 and had no problem paying this as I wanted a really good quality item to stand in my bedroom. The item was supposed to be lacquered wood but it looked as though it was made of plastic . The lid was not attached as I would have expected and it was very small for a laundry bin. It really looked very poor quality and was certainly not worth the money - £60 may have been a better price. Very disappointing for a company I believed to be high class. I objected to have to pay £17 to return the item but paid it to get rid of it Be warned !

I have been a customer for years but their customer service is very poor. If you do get a refund or exchange it is done begrudgingly and as if they are doing you a huge favour. My latest return is a vase, advertised as a vase, all the coating peeled off. After days of waiting for a response, I am told that the vase is not for fresh flowers (silly me) but for dried only. Apparently that's clear on the advert. Except that it's not, not mentioned anywhere unless you click on the small print from a link at the bottom. Who reads the small print for a vase?!

I purchased two sets of towels through the White Company. Though the towels were very thick and absorbent, they shrank far more than normal, forcing us to purchase the bath sheets which are now normal towel size! The hems on the four face clothes came out. After waiting several weeks for a response from their Customer Care staff, I repaired the hems. Now they tell me they cannot help me. The hem of a machine washable dress also came out after washing. No response to that issue!

I love White Company style and products, but this is the first time I've bought their bedding. We relocated to the USA so are buying everything new. We got the USA king size santorini duvet cover and pillow cases. The standard size pillow cases actually required king size pillows. We have learnt that in the USA 'king' sized bedding doesn't mean just one set of dimensions. I've found 6 different dimensions in high street stores inc Macy's, bed bath and beyond, pottery barn etc. In the end I knew I liked white company style so opened for their king sized dimensions. I couldn't afford their duvet insert too. It took forever to find an alternative one in a high street store at a reasonable price. Even then it isn't quite the right size, it's 2 inches too short in the width. The icing on the cake is how terrible this is in terms of creasing in the wash and thus being terribly difficult to iron. Not ideal at all, feel disappointed and wish I had bought another brand that would have at least fitted a more common set of dimensions in terms of duvet insert. I'm now stuck with the unusual sized insert and do not know where else I can buy bedding that will remotely fit it & bedding in the USA is expensive. I've spent around $380 so far and only have one set of covers......

The White company products are great. However if you are unsure on keeping the item - don't buy! I ordered a set of trays for £65.00 which came in a GIANT box, only to find out they weren't suitable. The White company make you pay for your own returns and recommend to send them recorded. Just been to the post office to pay £15.00 for delivery!!!! Not happy at all and unfortunately will not be buying again unless it's something that I am 10000000% sure on. What kind of well known company doesn't offer free returns these days!?

AWFUL, AWFUL EXPERIENCE AND CUSTOMER SERVICE! I have been a loyal customer of The White Company for many years, but no longer.My experience is an absolute catalogue of errors that disappointingly leave me with the opinion that they advertise this marvelous customer service, however they do not back it up with heir actions. 1. I placed an order 6/12/14, Large 3 wick Winter candle and lid, gift boxed with a message as a surprise Christmas gift for my god-mother, in plenty of time to be delivered. Delivery was quoted by 13/12/14. 2. I received an email 11/12/14 advising of a delay, 3-5 days, but also a date of 20th Dec. The same day I receive a phone call from m god-mother saying she has received a package from The White Company, which has enclosed a gift box ........ AND A DELIVERY NOTE ADVISING THAT ENCLOSED IS THE CANDLE LID AND THE CANDLE IS TO FOLLOW! GREAT SURPRISE ! ...... RUINED! 3. I contact the white company and the reply received is ........ "Thank you for your email regarding your order. I'm truly disappointed to learn of all of the issues that this order has caused you and that your Godmother received the delivery note which ruined your Christmas surprise. I completely understand and appreciate your frustration. This certainly isn't the kind of shopping experience that I like to hear of and definitely does not represent our high level of service and quality that we are normally so proud to offer. I'm keen to look into this further for you, however, I am unable to access your account with the information provided. I'd be grateful if you could please reply, at your earliest convenience, confirming your order number and full billing address. I can then investigate this for you." MY ORDER REF IS IN THE SUBJECT LINE OF THE EMAIL ! I emailed 14/12/14, reply received 18/12/14! 4. I reply, a response is received 21/12/14, 3 DAYS BEFORE CHRISTMAS advising that the Winter Candle is out of stock and as a goodwill gesture would I like them to send a signature candle to my god mother...... bearing in mind this is a small candle and she has a large candle lid! Or they would give me £20 towards a large candle ...... also noting that I have already been charged £5 for a gift box for the lid! I think the least they could have done was send a large candle free of charge! I won't be buying from them again!