White Stores Reviews

We bought a Nova rattan sofa set on 7/03/2022. After delivery on 19/03/2022, we discovered the sofa had damage to the frame and was bent. I emailed to complain and was told a new sofa was ordered. On 01/04/2022 I was informed by a customer advisor “ I have arranged for a full set to be transferred over from our main warehouse to our spares warehouse to get the set broken down and the replacement sofa out to you. Please note that this process, including delivery, can take 4-6 weeks.” After further emails, I was told on 30/05/2022 White Stores were working to resolve the situation. We were told to use the bent sofa and every time I sit on it I expect it to collapse. So, it’s now 20/07/2022 and no sofa, no communication. The furniture, when not damaged, is good quality but had I known about the customer service, I would never have used White Stores. I suppose they think that because we have something to sit on, we can wait until they feel like replacing a faulty product. We’re very disappointed and frankly, disgusted at their broken promises and dreadful customer service. They have our money and we have a bent sofa.

Really long delivery times with no opportunity to pay extra for a quicker turnaround and the water feature we bought cake with a plus too big to put in an outside socket and cover securely, which was very disappointing. Product itself nice but wouldn't be safe to plug in outside as socket would be exposed. Pointless. Not the cheapest either.

Fantastic company, was incredibly impressed was both the actual product and the service level we received. Had a slight issue with one of the cushions but was immediately sent out a replacement with no fuss.
Would 100% buy from again and have recommended to everyone!

Beautiful furniture, we are so pleased with our Cambridge & Fire Pit Suite, we have been using for a few weeks now after finally getting some decent if rather warm weather. We upgraded to the reclining sides and so glad we did. This suite is so very comfortable sturdy and was relatively easy to put together. This has been a huge relief after we had been let down twice by a previous company and the stress of being fobbed off with various excuses for 18months and then trying to get our money refunded. White Stores have restored my faith in on-line shopping. Want to say a special thank you to Millie for her regular communications during the process. Reason for 4* only is that we ordered on the 19th May with a delivery date before 2nd June. We desperately needed the furniture for the Jubilee weekend, however it did not arrive until 7th June, think this may have been a courier issue but still a little disappointing, that said we are very happy with our purchase.

Craig and Abraham erected a gazebo in our sensory garden. They were outstanding, helpful and very quick

We ordered an all year outside sofa set with firepit table, great product so far and great service from Whitestores as always. we had a small manufactures defect on one of the feet which Whitestores sorted with ordering a new one to be delivered. the deliver drivers Mark & Abraham were fantastic at getting the old one out and new one in (on the hottest day ever 19th July) as had to go through the house as side gate was too small, and nothing was too much trouble for them. great service all around guys.

We have recently purchased an 8 seater table and corner sofa unit from the Windlesham branch.
The In-store service and ordering process was excellent and Bob could not have done more to help us in our decisions.
Unfortunately, the 3rd party delivery team dropped our glass table top rendering it useless. However, Bob and the in store team managed to source and loan us an alternate table whilst we await a replacement. Bob and Raj delivered and assembled the furniture in time for our family event. It looks fantastic.
Great attitude to customer service particularly when the circumstances were tricky. Well done and many thanks.

Brilliant customer service.
Just ordered Cantilever shade but ordered wrong base. Went on line chat with Alex Brignall. Fantastic support, he guided me to the correct base and cancelled and refunded incorrect order. Brilliant customer service, can't wait for it to arrive. Thank you Alex

Craig & Duane arrived on time and in extreme heat, worked quickly and expertly to deliver, unpack and install our cube - they took the time to explain how it all worked too and were superb and polite
Highly recommend the premium delivery option !!!
The product is fantastic too :)

Received our delivery today on the hottest day on UK record (thanks for not cancelling!) Martin and Abraham were very accommodating, even delaying my delivery so I could finish a conference call. They were also very happy to take the delivery to the exact location in the garden (since covid I’ve had a number of deliveries where they will only leave on the drive and not take into garden). Fantastic service, thank you very much.

Purchased high quality cover online in June-
-didn’t receive a confirmation email.
-called them (waited on hold for 38 minutes before getting an adviser that was far from helpful).
-was told the order had been received but they weren’t sure if they could deliver to my UK address. However they would try to organise and if not, I would get a refund within 24 hours.
-No refund received, waited a week for item, no item received.
-Emailed them again, no response.
-I called back on their ‘help’ line. (waited 18 minutes on hold).
-Was told the order had definitely not been processed and I was absolutely assured I’d receive a full refund that would be processed within 48 hours.
-10 days later and still no sign of refund, I called again (22 minutes in a call queue behind 3 customers) was told I would be contacted with an update as order was still showing as not dispatched, never happened.
-Now a FULL 4 weeks since I placed my original order, I have received nothing, no update, no refund and have not been able to purchase the product elsewhere from a reputable company because I still don’t know what is happening with my order.
Disgraceful, useless and absolutely terrible customer service. Avoid at all costs.

I brought a Genesis parasol from White Stores a year ago- it developed a fault days before the end of the 12 month warranty.
White Stores arranged a replacement without any quibbling or further discussion.
I’ve been really really impressed with their customer service and will definitely use again for future purchases.

Many Thanks to Paul and Garry who delivered and built our patio furniture on the hottest day of the year so far 🥵.
Both very friendly, attentive to place our furniture where I would like it. Clear advice on furniture. All the boxes cleared up. Many Thanks

I just wanted to write a review for the two amazing delivery guys that came to deliver our furniture on the white glove service. Temperatures outside are 37 Degrees today and the guys Craig and Abraham were very polite and went the extra mile to get all furniture pieces into my garden despite the the access difficulties and the raging heat today. We are delighted with the furniture.

Initially would of awarded a 1*, as the service from customer service was appalling when trying to get a replacement table top. Despite numerous emails and calls, no responsibility was being taken. So we decided to go to our local store (Windlesham). We were very fortunate indeed ....... on visiting our local Windlesham store we were met by Joe (visiting from HO) and Ed. Joe asked generally how we were doing, so we launched into the poor service from Customer Service. Joe said 'let me see what I can do to help you' and he did. Joe was excellent, he listened, advised and sorted the whole problem out for us. (He is an asset to Whitestores). Organising the reordering of a new table (Heritage Leanna Round for 8) and provided us with the White Glove Service on delivery by Ed and Abraham. Joe confirmed the order - we then received an email confirming the new delivery, which was earlier than expected and was carried out very professionally and on time by Ed and Abraham. Delivery was at confirmed time, White Glove service carried out, table erected and put in place, cleaned and all packaging removed together with the removal of the damaged table.

Minor feedback for White Stores - good quality control prior to goods being sent out would save a lot of time and disgruntled customers.

Between Joe, Ed and Abraham they restored my faith in White Stores