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
Wrong items sent and customer service wouldn't expedite nor offer appropriate compensation.
“I opened the package to find two of the same reed diffusers.”
Packaging uses a non-breakable band that risks harming wildlife.
“WHICH won’t snap and would probably cut into one’s skin”
Order not received after two weeks and delivery company misplaced parcel.
“Evri “lost” the first order”
Keepsake box is cheaply made cardboard and overpriced for its quality.
“Baby keepsake box £40 is very small and very cheap!”
Returned item not registered as delivered and customer service unhelpful.
“Returned an item 13 days ago and still no notification that it has been delivered.”
Polite, friendly staff who went out of her way to help.
“Polite, friendly staff.”
Customer misses the recent Verveine product and longs for it.
“I still long for your recent product, Verveine.”
Diffusers produced nauseating smell causing eye irritation despite good delivery.
“they both smell awful on my return.”
Easy website, speedy delivery, and quick replacement for a broken item.
“a replacement was sent to me straightaway”
Returned items not refunded and customer service delays persist.
“left on hold and fobbed off with 24-48 hours.”
Orders can't be amended or cancelled even immediately after placing them.
“they said as soon as orders are made they can’t be amended.”
Friendly, attentive staff provided good in-store service.
“Lovely young woman served me when buying pillows in Selfridges.”
Chandelier was very difficult to assemble and customer service was poor.
“Extremely time consuming and difficult fitting the 800 glass rods.”
Customer service refused to cancel misaddressed bed order, causing stress.
“they told us AGAIN that they can't.”
Handwash fragrance and ingredients changed without notice and no response.
“Flowers handwash has a different fragrance.”
Top arrived badly packed, badly creased and was disappointing.
“The garment inside is so creased because of the way in which it's been packed.”
Diffuser inner plugs were almost impossible to remove, causing damage.
“The inner plugs on the scent diffusers are basically impossible to get out.”
Customer charged return postage and an extra £5 deduction on refund.
“They made me pay for the returns and also deducted a further £5”
Evri failed to deliver orders and returned parcels without attempting delivery.
“They returned my orders to The White Company without having made the slightest attempt to deliver.”
Order split deliveries diluted the gift and customer service was uncaring.
“Customer services basically just said that’s the situation and that will always be the case.”
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.