Luxury lifestyle brand The White Company is feeling the wrath of some of its loyal customers this week, after shoppers say they’ll ditch the upmarket brand over extensive delivery delays.
The high street and online chain, founded by Chrissie Rucker in 1994, is famous for its expensive bed linen and upmarket homeware accessories – often in shades of white or neutral colours.
However, the company has been losing fans after a delivery fiasco left people claiming they’ve been waiting weeks for deliveries, despite the money being taken from their accounts at purchase.
On the brand’s social media accounts, disgruntled posts have begun to appear recounting painfully slow deliveries and poor customer service, sparking an apology from the company’s CEO Mary Homer.
One person on Instagram wrote: ‘I would urge anyone to swerve The White Company – read the comments on their threads! Everyone is soooo unhappy.’
Another added: ‘I paid £7.95 for next day delivery and it took a week to arrive missing the date I needed the item as it was a gift.’
One shopper vented: ‘An online order (a gift for my friend’s new baby) is now weeks late. I’ve called customer services 4-5 times and been on hold for hours.
‘When calling customer services yesterday, I was told I was unable to cancel my order – what is the truth?’
Another furious shopper wrote: ‘Placed an order over a week ago and nothing. Been on the online chat, like speaking to a 4 year old. Useless company! I won’t be shopping at any more.’
The White Company’s CEO explained the reasons behind the delivery fiasco to shoppers, blaming it on a change in distribution centre.
Homer wrote: ‘A few weeks ago, we started the process of moving to a new distribution centre.
It hasn’t gone as smoothly as we planned and some customers are experiencing delays receiving their online orders. We know this isn’t good enough.’
The company said it was ‘contacting everyone affected to explain the situation and to offer a refund’ and had removed ‘delayed products’ from its UK website.
Some appreciated the public apology, one person wrote: ‘Wow a company that says sorry, this is why the white company’s customer service is so outstanding, ordering online or visiting a store.’
MailOnline has contacted The White Company for comment.
Laura Adams is a tech enthusiast residing in the UK. Her articles cover the latest technological innovations, from AI to consumer gadgets, providing readers with a glimpse into the future of technology.