These reviews show recurring problems with customer service, delivery and refunds, alongside product issues such as damaged or poorly described items. Multiple customers report delays, inconsistent agent responses and refunds issued in ways that were inconvenient. A smaller number of reviews describe positive interactions: helpful in‑store staff, quick replacements and smooth online orders. If you plan to buy, keep order and delivery records, confirm refund routes in writing, and consider purchasing in store for immediate assistance on higher‑value items.
Examples from available reviews (Jul 2025 – Feb 2026).
Defective cabinet and poor, unhelpful customer service with delayed collection.
“it was defective and not assembled correctly.”
Ambiguous instructions made installing chandeliers slow and difficult.
“Attach glass rods to metal frame. Start form [sic] inside loop and work outward.”
Gift voucher not applied and refund delayed despite multiple contacts.
“you took the full purchase amount of 130GBP”
Easy website, speedy delivery, and quick replacement for a broken item.
“a replacement was sent to me straightaway”
Most reviews report repeated failures: slow or unhelpful customer service, inconsistent advice and difficulty resolving orders or refunds.
Several reviewers describe poor value: refunds not applied, gift‑card refunds instead of bank refunds and perceived overpriced or low‑quality items.
Frequent reports of delivery failures, missing items, international shipping restrictions and returns delays that cause repeated customer frustration.
Complaints cover incorrect or damaged items, cheap materials for some products, difficult assembly instructions and problematic diffuser packaging.
Customers report long waits, contradictory information from agents, abrupt or cut‑off chats and limited escalation to managers or supervisors.
Overall customer sentiment in these reviews is negative, with many describing stressful, unresolved ordeals; a minority note positive in‑store or resolution experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: February 2026
Order mix-up was resolved professionally and promptly.
“it was dealt with professionally and promptly.”
In-store team fulfilled a large order and delivered within 24 hours.
“delivered in 24 hours from ordering in store to my front door.”
New larger bottles produced almost no scent, disappointing value for money.
“litrally no smell at all”
Expensive candle burned poorly and lacked fragrance, disappointing gift.
“Only 2 of the wicks light now.”
Outstanding personalised service in new Bicester Village store.
“Had the most superb experience in the new store at Bicester Village”
Product good but delivery repeatedly failed by courier and voucher limitations.
“Product good. Delivery woeful.”
Helpful friendly staff and efficient online service creating a luxurious experience.
“The staff always Helpful and Friendly”
Felt racially profiled in-store and left because of poor treatment.
“Racially profiled in white company bluewater.”
Dressing gown came apart after washes and customer service failed to respond.
“the dressing gown came apart under the arms.”
Parcel lost twice and customer service unable to resolve the issue.
“our parcel got lost.”
Next-day order failed and duplicate order still not received.
“Still no goods.”
Beautiful stores but prices feel high and sales practices offputting.
“The stores are an aesthetic delight.”
Robe material is soft but delicate and prone to snagging.
“very delicate and prone to snagging.”
Partial delivery and slow refund process forced bank claim for reimbursement.
“out of stock and they couldn’t deliver so would refund in 3 to 5 days.”
Incorrect gift box, no suitable online resolution and no customer service follow-up.
“I ended up using the original oversized box.”
Order never despatched and promised voucher or refund was not received.
“If I hadn’t chased then they would have taken my money and sat on the order.”
Items lost in transit and company uses unreliable couriers.
“Just told items have been lost on transit.”
Reviewer states clothing materials are good.
“Good clothing materials.”
Courier returned item without explanation and customer was not notified.
“I'm never notified as to why this has happened.”
Jeans fit well, comfortable, and delivery was fast.
“Fast delivery. Great qaulity.”
Candle produced soot stains and customer service blamed the customer.
“it produced copious amounts of soot”
Payment taken but no order confirmation and web chat failed to respond.
“took payment , no email to confirm order.”
Company refusing to honour gift vouchers, leaving customer feeling cheated.
“they are refusing to honour them.”
Dressing gown washed badly and store staff made customer feel blamed.
“it came out like an old towel”
Gilet's design causes ties to loosen and back to be uncomfortably short.
“ties loosen when worn and the back is shorter than the front.”
Late delivery and disappointing oversized gift packaging, partly refunded after complaint.
“it was a big box with just the bracelet chucked in the corner.”
Regular customer disappointed by repeated unfulfilled promises from customer service.
“Terrible customer service full of promises!!!”
Order not received and customer service unable to confirm delivery or provide solutions.
“You might receive it you might not you'll know in another 72 hrs.”
Partial order cancelled and Egyptian cotton bedding is difficult to iron.
“Only part of my order arrived.”
Order not sent despite multiple calls and promised next-day delivery.
“Order not sent even when I telephoned 3 times”
Could not find clothing that fits and flatters petite size ten.
“Can never find anything to fit and flatter.”
Could not find clothing that fits and flatters petite size ten.
“Can never find anything to fit and flatter.”
Defective cabinet and poor, unhelpful customer service with delayed collection.
“it was defective and not assembled correctly.”
Ambiguous instructions made installing chandeliers slow and difficult.
“Attach glass rods to metal frame. Start form [sic] inside loop and work outward.”
One of two lamps never arrived and online help gave inconsistent replies.
“The most recent response has been to tell me that I have only ordered one lamp...”
Delivery mistakes and repeatedly poor customer service ruined the order.
“They failed to change my delivery address when I asked”
Gift voucher not applied and refund delayed despite multiple contacts.
“you took the full purchase amount of 130GBP”
Unable to order certain items for delivery abroad despite repeated attempts.
“different items are not able to be shipped due to temporary warehouse issues”
Order sent to wrong address and company failed to cancel or help.
“They told us AGAIN that they can't.”
Online chat staff gave incorrect information and cut off conversations.
“Mindblowingly poor customer service now.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
The White Company is a UK-based lifestyle and homeware retailer selling bedding, home accessories, fragrances and clothing. It operates online and through physical stores and is commonly searched by shoppers for home textiles, scented products and gifts.