Reviews point to frequent delivery and after-sales issues, alongside pockets of strong in-store service. Customers often mention missing, late, or misdirected parcels and long waits for refunds. Product concerns focus on fragrance items and how well garments hold up. A smaller group praises helpful shop teams and quick replacements.
Examples from available reviews (Jul 2025 – Mar 2026).
Outstanding personalised service in new Bicester Village store.
“Had the most superb experience in the new store at Bicester Village”
Parcel lost twice and customer service unable to resolve the issue.
“our parcel got lost.”
Expensive candle burned poorly and lacked fragrance, disappointing gift.
“Only 2 of the wicks light now.”
Company refusing to honour gift vouchers, leaving customer feeling cheated.
“they are refusing to honour them.”
Complaints centre on delivery problems, lost parcels, and items sent incorrectly. Many reviewers describe couriers not attempting delivery, orders going to the wrong address, or parcels repeatedly returning to the company. A smaller number report fast next-day delivery and smooth order handling in store.
Several customers say prices feel high for what they received, pointing to small or cheaply made accessories. Some mention refund deductions and paid return postage, which they feel reduces value. Others still describe good clothing materials and purchases that met expectations.
Several reviews speak positively about store visits, with attentive staff and tailored help. Reports of poor treatment and racial profiling appear, though less often than delivery and quality complaints. Usability issues come up around unclear assembly instructions and diffuser parts that are hard to remove.
Reviews repeatedly note candles and fragrance items with little scent or that produce soot. Some customers say garments fray, come apart after washing, or feel too delicate. Other comments, however, highlight well-fitting jeans and good-quality clothing materials.
Customers mention missing or late order confirmations, unresponsive web chat, and mixed answers from online staff. Multiple reviews describe promised refunds, vouchers, or replacements with no follow-up. In contrast, face-to-face staff are often described as polite and clear.
Overall, reviews split between positive in-store help and negative online fulfilment. Many low ratings focus on problems that stayed unresolved until customers escalated them. Better experiences usually involve quick, in-person support or fast replacements.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Quotes shortened · As of: March 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 lifestyle retailer selling homeware, bedding, bath linens, fragrances, candles, and clothing. It trades online and through physical stores and department-store concessions. Product pages usually include materials and care details for bedding and garments. The brand also offers gift packaging and provides support for orders, returns, and corporate gifting.