I wouldn`t leave stars if possible. Left a previous comment about this company with the title “Sale items not honored”. The white company`s response to the review suggests it will investigate. I provided the information they asked for and they did nothing more. Don`t be fooled by their obvious reaction. Customer service and treatment are despicable. Profit, not customer experience, is at the forefront of their decisions. I predict that I will get another computer-generated response to this criticism – the same as the previous one. Part of the order never arrived, no updates were offered or provided. I had to ring twice to hunt for 6 weeks without communication. In the end, I received a partial refund and was offered a £10 goodwill gesture for each subsequent order, but this was never sent to my email. Don`t ring the bell to chase this away. Never use the company again – this was the first time and will be the last time I order from The White Company in years and love their products.
I also have a soft spot for Chrissie Rucker and Nick Wheeler as inspirational leaders, but I`m not getting anywhere with my latest (or should I say March) order of over £600 that should go to Fuerteventura. He has lost his way and no one in the company seems to know where or why. The original order was placed on 18/03/18 and I am still waiting to know where my order is. I ordered several items from this company and was really disappointed with the quality, so I returned each item. I only received one refund for one item at a time. I contacted customer service several times, and on one occasion the rep asked me around (I could hear her laughing with her colleagues – I guess with her hand on the receiver), repeatedly asking me the same question until I finally gave up. I contacted the customer service manager directly by email and never received a response. I wrote a review on another website and received a response from their customer service asking me to send them a new email. I did, and again no answer. It`s just a terrible business, a terrible experience, and a terrible waste of money. I just managed to switch to customer service only to be cut off when things got a little too complicated for them. A package ordered a few weeks ago seems to be in permanent transit at Hermès.
Very disappointing because I had always evaluated this company, but no more. Quality product dropped by a horrible delivery company. While we were away for a few days during half-time, the package was thrown over our door and the gift boxes were dented. When we wanted to pick up the package, it collapsed because it was left in the rain. I just received my order from the White Company. Since I had never ordered from this company before, I was very worried that it would take forever to receive the order, since I placed it BEFORE (stupid me), I checked the reviews (mostly bad). When I tried to contact them to request the ETA for delivery, I couldn`t reach anyone at all. I never heard of anyone, so I flew alone. The order arrived very quickly, but the packaging was sloppy assembled with the plastic sleeve of a white linen jacket stuck in the glue of Purolator`s packaging, and when I managed to rip it out of the plastic, there were some dark, albeit weak, spots on the jacket.
Still, for a $300 CDN jacket, I was expecting the white-glove treatment (come on, it`s the WHITE COMPANY after all!). The 2 mint washes I ordered smell fantastic, but again very poorly packaged. actually not packaged at all – No plastic wrap on the dispenser pump and one of the bottle caps was broken immediately and it was missing about 1/6 of the liquid soap and had leaked on one of the plastic lids of the blouse I ordered. Sheesh, I don`t know how a company can pack things so badly. At least most of the items were on sale, but still no excuse. While I love the look of the clothes and they fit pretty well and love this mint wash, I just don`t think I can order again unless their attention to detail improves MUCH. I had a bad encounter with The White Company, although my complaint was finally resolved when I filed my complaint with a free, independent complaints service, Resolver. (Resolver is connected to Money Saving Expert) Originally, I complained directly to The White Company`s complaints team, but I didn`t feel like I was being heard by them and I also felt that when my case was tossed between 5 different representatives in the UK and US, their only purpose was to turn the situation into my guilt and refute any responsibility in regards to my claims. My wife had used this business for many years and every room in our house bought something from this company. In fact, I rated this company on par with M&S and John Lewis, to name a few.
My wife and I were totally shocked by this company`s standard of response when I first complained, and although they quarreled and came to an agreement on the main point, they didn`t want to take responsibility for their mistake. This company has forgotten the fundamental principle of business, statistically 98% of customers do not complain, if they are dissatisfied, if they do, they talk between 9 and 15 people who know them about their bad experiences. When they`re happy, on average, they only tell one other person, so statistically speaking, you need to invest to make your customers and employees, especially long-time ones, happy with what high-end companies actually do. As mentioned above, I was finally able to resolve my complaint by taking my complaint to the independent body, Resolver, and stopping all direct correspondence with The White Company because I simply could not listen there. High-end companies have top-notch customer service, when reviewing many complaints here, The White Company seems to show loud and clear how much they are not interested in providing high-end after-sales service to customers who, in most cases, have spent a considerable amount of money with them. Customer service does not apologize for customers who have to complain and then essentially tells them bad luck, they seriously wonder why the complaint was filed in the first place. My complaint was about one of the cheapest items I`ve ever bought from them. We will carefully consider placing orders with this company in the future. September 2021 update – since the above review, I have not made any purchases from this company and I honestly believe that after my experience a few years ago, I will not do it again in the future. They still refuse to refund a Christmas 2021 item. All they do is block you! Don`t touch this business! Do not use this company. I wish I had read past reviews before placing an order that didn`t come.
They ignored several phone calls and two emails, finally a helpful girl replied and I found out my order was out of stock, I canceled immediately. Never use them again. Such a joke business. I placed an order online and waited over a month and nada. I had to go to the chat room on the website to inquire about my order. They told me that the items I ordered were no longer available (after a month) and that no one had bothered to contact me to let me know to look for what I wanted to buy elsewhere. They keep you stuck without a simple email notification or anything. Never shop at this company again. They are so cheap that they use an email service that uses another messaging service called wnDirect whose tracking never works.
I don`t see how a company can profit from lost and undelivered items just to reship the same items (at least that`s what they promised after waiting more than 2 weeks for items that weren`t delivered). I hope someone closed it soon. I smell a scam.
