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
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-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.