The White Company

I have purchased items from The White Company over the course of a few years, namely bedlinen, I've stepped foot into the Cardiff store a total of two times and my second is definitely my last. I purchased a set of sheets last year, the duvet cover had an obvious manufacturing defect so I contacted customer services who told me I could exchange it at my local store which I did, that experience was plesant and the lady I spoke to in store was helpful and polite, the second duvet cover however also had a problem and developed holes after its second wash, after contacting The White Company directly, I returned it and the pillow cases and was refunded.I had been eyeing up a set of sheets from there as a replacement but was put off by my previous experience, especially as the sheets which The white company sell are not cheap, I went in and was approached by a man who I assume was a store manager, and after explaining what had happened was given a lecture on how he had never heard of this problem in his entire career with The White Company and then proceeded to (poorly) hint that I'd overloaded my washing machine which caused the holes in the first set, funny how it was only that one particular set which had developed holes and the others washed fine, with one set being 5 years old. Needless to say I left, I did not make my purchase at the Cardiff store and I will not be revisiting again unless I really have to, a polar oposite to my first experience. The Bath and Oxford stores however I'll return to for future purchases.

Visited last week with my husband and newborn. Staff were very welcoming and friendly, interacted with my little one which was lovely! Store was immaculate and was asked if I needed any help and felt really at ease! Store manager is always on hand for any help and questions you may have. This Store is a credit to your brand. Will definatley be visiting again!

My mother and I always have a warm welcome to the Cardiff store from the store manger Justin. Upon recent visits its been reassuring to see the covid restrictions are taken seriously and customers are being made to feel safe. Thank you. x

I visited the white company store in Cardiff recently. I’ve visited the store many times before and fully enjoyed it, although this time I left the store very upset.On walking in to the store with my partner( who was wearing a face covering). We were greeted by a gentleman (Store manager) who abruptly told us to “stop” on walking in to the store and to wait outside until we could come in. We did this, no problem.We were then told to come on in to the store, the store manager told me to put a mask on by saying “there are masks on the side there for you to pop on”. I didn’t appreciate being told what to do but I politely explained that I am exempt from wearing a face covering (due to a medical condition). The gentleman then continued to talk down to me in a patronising voice “oh well if you are exempt, you need to ensure you are 2 metres away from all customers in store”. I agreed despite feeling small by the way I was being spoken down to.I was then stood on the spot looking at the lovely display at the front of the store, when another customer casually walked up to the same display browsing. At this point, the store manager said in a loud voice “ you need to stay 2 metres away from other customers!” at this point I felt utterly embarrassed and upset.I quickly went to make my purchases at the till, I was comforted by the kind woman working on the checkout.I am not one to complain but I am making this complaint in the hope no other medically exempt person is made to feel they are not welcome in the store.

If I could choose to give this no stars I would. This afternoon (Sat 11th Dec) I went into White Company in St Davids. I was met by someone from the store which I expect was the store manager/security (not sure was dressed head to toe in black outfit) who asked me to put on my facemask. I said that I was medically exempt and told I was being rude. I replied saying I wasn't being rude and then this was proceeded by me being followed by the individual who I expect was coming to tell me to leave the store. Instead, I decided to leave the store before this took place. I am horrified that I was treated this way, in front of an audience of people. I should not have to explain why I am unable to wear a mask. I do not recommend going to this store and would recommend other shoppers go to alternative stores such as John Lewis that sell the same thing with much better customer service.

Despite the diversity of a Hallmark Christmas movie the shop does have some quality items - specifically the bedding - that can rival John Lewis in price and quality.

My Wife was in the Cardiff store on the 28th December and was very impressed with the manager Justin who was adhering strictly to the COVID rules (masks , sanitiser and social distancing) which made her feel safe, also the staff were helpful on a very busy day.

Placed an order on the 3rd of September that needed urgent amendment or cancellation. Took a huge effort with a lot of stress and pressure to amend it, even though I have contacted the Customer Support team within 10 minutes once placed the order. The amended order then ended up not being processed and dispatched. The explanation given was it got expired and cancelled". Do I placed a new order. The new order got dispatched and delivered. Happy days. But not really! As the next day The White Company took £140.00 off my account for the order that I was told was amended and then cancelled. I was also promised that this amount would not be taken of my account as it could only happen once the parcel is dispatched. They reassured me that it will not happen. And now I have emails from them saying it is " out for delivery". The refund system is such that I would only get it once unwanted delivery is returned to them. Meaning the inconvenience for whoever receives it. I now spent 7 days trying to sort out this situation. Asked for the manager's call. The reply is"48-72hours". I am not sure how this company runs it's business. But this is unacceptable and disrespectful! I can not see why do I have to experience the stress and discomfort when it was The White company who caused the issue. Overall extremely disappointed. Will never EVER order anything from them and do not recommend others."

Found a gift set online I wasn't sure would still be in stock over the weekend with no click and collect option, the lovely sales woman over the phone took my payment and put it aside for me for a zero stress shopping excursion. My MIL will love it x