Reviews Analysed
20
We Collect & Analyse Reviews
The White Company
Experiences & 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.
Overview & Key Metrics
Positive Sentiment
25%
Latest Review
18d
Overall Rating
2.0
Our Analysis
🎯
Service quality
Most reviews report repeated failures: slow or unhelpful customer service, inconsistent advice and difficulty resolving orders or refunds.
Share
Weak
20%
💰
Value for money
Several reviewers describe poor value: refunds not applied, gift‑card refunds instead of bank refunds and perceived overpriced or low‑quality items.
Share
Weak
11%
⚡
User experience
Frequent reports of delivery failures, missing items, international shipping restrictions and returns delays that cause repeated customer frustration.
Share
Weak
14%
🔧
Product quality
Complaints cover incorrect or damaged items, cheap materials for some products, difficult assembly instructions and problematic diffuser packaging.
Share
Weak
11%
📞
Communication
Customers report long waits, contradictory information from agents, abrupt or cut‑off chats and limited escalation to managers or supervisors.
Share
Weak
21%
⭐
Overall experience
Overall customer sentiment in these reviews is negative, with many describing stressful, unresolved ordeals; a minority note positive in‑store or resolution experiences.
Share
Weak
23%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
Passive aggressive customer servicer
"After years of being a loyal White Company customer, I feel sad to be writing a negative review after a truly dispiriting customer service experience...."
Nicholas Addy
Trustpilot
Sep 30, 2025
Featured for: Shows repeated customer-service and delivery failures
Helston chandelier ceiling light
"We bought two Helston chandelier ceiling lights for the two ceiling roses in our double sitting room. We followed the company’s advice and asked our r..."
Peter Denenberg
Trustpilot
Sep 30, 2025
Featured for: Illustrates product assembly and instruction issues
This is what happened the last time we…
"This is what happened the last time we shopped online at The White Company. They have not yet resolved this matter. Beware! - "Order # 1145478801. Cus..."
Andrew
Trustpilot
Sep 30, 2025
Featured for: Documents voucher refund and escalation failure
First time ordering with the company…
"First time ordering with the company and received a 15% discount, very easy to use website & speedy delivery. Although everything was well packed one..."
J Booth
Trustpilot
Sep 30, 2025
Featured for: Positive: quick replacement, easy website
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
N
Nicholas Addy
trustpilot.com
Sep 30, 2025
Passive aggressive customer servicer
After years of being a loyal White Company customer, I feel sad to be writing a negative review after a truly dispiriting customer service experience....
P
Peter Denenberg
trustpilot.com
Sep 30, 2025
Helston chandelier ceiling light
We bought two Helston chandelier ceiling lights for the two ceiling roses in our double sitting room. We followed the company’s advice and asked our r...
V
Victoria Gaisford
trustpilot.com
Sep 30, 2025
Missing items
I ordered two of the same lamp. Only one has arrived. I am constantly having to use their online assistant to find out where on earth the second lamp...
E
Ethan Shanahan
trustpilot.com
Sep 30, 2025
I honestly don’t know where to start
I honestly don’t know where to start — every single part of my experience with The White Company was unacceptable. They failed to change my delivery a...
A
Andrew
trustpilot.com
Sep 30, 2025
This is what happened the last time we…
This is what happened the last time we shopped online at The White Company. They have not yet resolved this matter. Beware! - "Order # 1145478801. Cus...
L
Laura Davis
trustpilot.com
Sep 30, 2025
Trying to order items when living…
Trying to order items when living abroad is so randomly intermittent. I’ve been told for over a year that different items are not able to be shipped d...
E
Esme Pearce
trustpilot.com
Sep 30, 2025
Customer service is a NIGHTMARE
We ordered a bed and realised the next day it was going to the wrong address. We immediately called The White Company and they told us to wait until w...
S
Suzy
trustpilot.com
Sep 30, 2025
Mindblowingly poor customer service…
Mindblowingly poor customer service now. Success has gone to their head & customer experience has dropped as a result.Online chat staff take far longe...
D
Didi Tops
trustpilot.com
Sep 30, 2025
Absolutely disgusting company
Absolutely disgusting company. They hold themselves up as being a luxury homeward brand but the experience of dealing with them is far from at the 'lu...
D
Derrick Elliott
trustpilot.com
Sep 30, 2025
A threat to wildlife and the environment
We have had diffuser’s from the White company for years and they are very good ,my big gripe with the company is that they still allow their supplier...
B
Brandon Mehmet
trustpilot.com
Sep 30, 2025
Ordered for partners birthday 2 weeks…
Ordered for partners birthday 2 weeks ago, still yet to receive anything. Just get fobbed off at every opportunity. Evri “lost” the first order which...
A
Adele
trustpilot.com
Sep 30, 2025
Baby keepsake box - OVERPRICED TAT !
Baby keepsake box £40 is very small and very cheap! Made from cardboard as thin as paper. Comes with a note book i assume to note memories or mileston...
B
Behdbfjkf
trustpilot.com
Sep 30, 2025
Return not delivered - 2 weeks!
Returned an item 13 days ago and still no notification that it has been delivered. Customer service told me that it takes 14 days to deliver back to t...
K
Karen Duffy
trustpilot.com
Sep 30, 2025
I can't fault the service or quality
Polite, friendly staff. We...
H
Helen Baumgarten
trustpilot.com
Sep 30, 2025
I still long for your recent product
I still long for your r...
D
Deb T
trustpilot.com
Sep 30, 2025
First time trying White Company diffusers
I thought I would try 2 of their diffusers. My favourite Grapefruit diffuser has been discontinued from a well known high street store so I had to fin...
J
J Booth
trustpilot.com
Sep 30, 2025
First time ordering with the company…
First time ordering with the company and received a 15% discount, very easy to use website & speedy delivery. Although everything was well packed one...
M
Martina
trustpilot.com
Sep 30, 2025
Absolutely abysmal customer service (if…
Absolutely abysmal customer service (if you can call it that). These people are theives. Multiple items from different orders were returned to them an...
S
Sarah Yates
trustpilot.com
Sep 30, 2025
Poor service - avoid!
I placed an order which was a new baby present for a friend. I realised seconds after the order had been placed that the spelling was wrong so I conta...
Y
Yasmin Hill
trustpilot.com
Sep 30, 2025
Lovely woman served me :)
Lovely young woman served me when buying pillows in Selfridges. She was friendly and attentive and se...
Conclusion
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.