Spotlight: What are our customers saying?
This has been a catalogue of disasters and poor communication. When arranging delivery of our 8 seater table and chairs, in Septmeber, we specifically asked them to avoid some dates when we were o...Read on
Appaling customer service. I went to the store and was sold the furniture as 'being manufactured in Europe. After a delay of about 5 months , i enquire about the status and wa stold that the furnit...Read on
THINK TWICE IF YOU WANT YOUR ORDER TO ARRIVE ON TIME THEN GO SOME WHERE ELSE ABSOLUTE SHOCKING CUSTOMER SERVICESC GOODS NEVER TURN UP ON TIME FORKED OUT £2500 ON A PATIO SET WAITING FOR FULL RE...Read on
We bought the Thalia 3 seater sofa set… We bought the Thalia 3 seater sofa set online, apprehensive not being able to see it. It arrived after just a few days, the delivery driver arrived at 9am 1...Read on
Reindeer arrived and installation instructions stated must be plugged into an inside socket. Description on website did not state this. We phoned and were told you can plus into an external socket ...Read on
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This has been a catalogue of disasters and poor communication.
When arranging delivery of our 8 seater table and chairs, in Septmeber, we specifically asked them to avoid some dates when we were on holiday. I received a phone call as we were pulling into our hotel. The driver asked if there was anyone to help him offload it as he was on his own. We sent the van away. Then we heard nothing from Whitestores.
On returning from our holiday I contacted Whitestores to rearrange delivery. The goods arrived, but were not what we had ordered, so we sent it back, and heard nothing from Whitestores.
My husband wrote a critical Trust Pilot review and was contacted by Whitestores within an hour. Over the course of the next week Whitestores looked into where our furniture was. It was lost. They found another consignment which was delivered. The driver, again on his own, asked us to get in the van to off load it as it weighed around 1400kg, and had been loaded with a forklift!!! This was after we had specifically asked for a two man delivery as I currently have an injury, and am a small female in my late 50s so do not feel able to assist at the moment. We sent it away.
The consignment was broken down, and sent out with a 2 men delivery team. They struggled to lift the table out of the van, which illustrates that there needs to be some thought about how things are delivered. Who owns a fork lift in order to unload it?
Whitestores told me they have arrangements for 2 man deliveries, but this clearly does not seem to be the case.............. I go on:
We also ordered a bistro set. This was more delayed than the larger table and is being delivered separately. Again, for the reasons listed above I asked for a 2 person delivery team. I was phoned on Wednesday last week advising me it was coming on Thursday. On Thursday at 4.15 I rang the delivery company who told me it hadn't been sent as it was a two man delivery, but it would be delivered the following morning. On Friday at 1, I rang again and was told that it wasn't sent out as it was a 2 man delivery and they didn't do that and had referred it back to Whitestores.
Further to this I have failed on 3 occasions to get through to the person we have been dealing with. I have been promised 'my personal attention' by the person I spoke to in order to ensure I get a response, and yet now, Wednesday, I still do not know what is happening in relation to my order.
Whitestores have repeatedly told me that 'we should know something by....' but do not call me on that day, often waiting a further 2-3 days before making contact.
I know it is November and I don't have much use for garden furniture, but we are now paying for this. We have already had a year without garden furniture owing to the extreme manufacture and shipping delays, so it would be nice to ensure we actually have it in good time for summer 22. Currently I do not trust the customer relations team to ensure that things get sorted
corner sofa set withtable
Appaling customer service. I went to the store and was sold the furniture as 'being manufactured in Europe. After a delay of about 5 months , i enquire about the status and wa stold that the furniture is apparently delayed because it is manufactured in China and is stuck on the way in the Suez Canal. After about 10 calls and all possible lies, I received the furniture a few weeks back only with teh fixings missing and the table missing, I call them at least twice everyday and come across every possible lie including the manager who is constantly off and there is no one, an escalation team which only exists in Wonderland. I have still to receive my fixing and my table . The delays are only a minor part of the problem. The real problem is with the untrained and incapable team customer service team and probably the management. I would advise no one to ever buy from this company. Hopefully they read this review and respond to me.
Order no 1800239
IF YOU WANT YOUR ORDER TO ARRIVE ON TIME THEN GO SOME WHERE ELSE ABSOLUTE SHOCKING CUSTOMER SERVICESC GOODS NEVER TURN UP ON TIME FORKED OUT £2500 ON A PATIO SET WAITING FOR FULL REFUND ABSOLUTE JOKE OF A COMPANY IM A PENSIONER SO I HOPE TO HEAR FROM YOU SOON
Thalia 3 seater sofa set
We bought the Thalia 3 seater sofa set…
We bought the Thalia 3 seater sofa set online, apprehensive not being able to see it. It arrived after just a few days, the delivery driver arrived at 9am 12th March 2021 (he came from St Helens) was so helpful. The goods was so well packed, and we weren't disappointed. This is the best quality garden furniture we have ever bought, well made well designed well packaged and great delivery. Thankyou to all at Whitestores and your courier who l hope you can relay our thanks too. We will enjoy the summer when it arrives on our new furniture
Outdoor Reindeer and 2 Standing Lit Santas with Lanterns
Reindeer arrived and installation instructions stated must be plugged into an inside socket. Description on website did not state this. We phoned and were told you can plus into an external socket if it has a cover which ours does so we kept this item but the description is inaccurate on the site.
The lantern on the Santa was smashed and they have no more in stock. I asked them to send a prepaid label to return the damaged goods and I have been chasing them for a week to no avail. All I have received is a returns form. Awful customer service and I'm sitting here with 2 large boxes with still no resolution.
Avoid them if you want top level customer care.
7ft Calgary Xmas tree
Delivery good ,but the box was very damaged , I wouldn’t be able to store the tree in it after Xmas
Chealsea 1c set
Ordered this set in good faith for delivery in the summer never receiced it until middle of september. Had a pad that we had damaged and ordered and paid for a replacement only to receive the wrong size pad. This firm is not very customer friendly for older people they want photos of everything before they will help you even if the fault is at there end. Not impressed at all especially as the furniture is really expensive.
outdoor furniture - parasols
Disappointed in product and service. Their website was not very intuitive, and eventually, to get a complete set of parasol and base, I ended up buying two of each. One never worked very well and needs a bungee cord to keep it from unfolding, and the other one blew over once (despite the accompanying 60 KG base) , and not only split a metal support, but ripped the fabric. Whitestores were not interested in the feedback, simply pointing out that it was out of warranty. Not far short of 400 pounds for some poor merchandise.
Nova six seater table and chairs
Good service the men who delivered And put it all together was very very good
Their names are shaheer and Shaun .they was very good and very polite
Hampton Delux corner sofa
Paul and Mark turned up on time with a very friendly smile and positive attitude. They unpacked the sofa and everything is fantastic. I will be recommending your company to my friends.
Mark delivered our furniture today he called and advise us what time he would be with us and he was very prompt.
We were very pleased with the delivery.
Janice & Alan Cave
Lots of furniture
We visited the Windlesham store after looking online and were greeted politely upon arrival with the offer of tea or coffee after a long drive, which was a nice offer and gladly accepted.
The display was huge and gave us plenty to consider which was exactly why we made the effort to drive almost 2 hours. After some advice and lots of questions on our part we purchased several items all of which were delivered 2 weeks later by two exceptional professional delivery men; Ed and Shaun. It is well worth paying for the ‘White Glove’ delivery service, they spent about 4 hours unpacking, assembling and positioning all our furniture in the garden which meant it was completely hassle free for us and we didn’t need to worry about the heavy lifting or tonnes of packaging.
Well done from start to finish, we have already recommended you to our neighbours and I think they are planning a visit in the spring!
I purchased a Nova firepit corner Rattan suite a couple of months ago. The part that attracted me to the furniture was the fire in the centre. I tried to light the fire for the first time and it wasn't working. I was told told to check the batteries so to be on the safe side I bought new ones but there was still problems with the fire. I contacted Whitestores and they sent me a replacement ignition switch. I was very disappointed that considering the amount of money we spent on the furniture we had to change the ignition swich before we could use it. I had to contact Whitestores again because after I used the fire last weekend tidy for the first time yet again the fire would not light so I have sent and Email regarding this and still not received a reply. After placing the order for the rattan corner suite I also placed an order for a cushion storage box. Yet again the storage box came back with slight damage. Im still waiting for then part to be delivered. I would not recommend this company to anyone I have had nothing but trouble with my furniture which I payed nearly £2,000 for.
Reindeer outdoor xmas lights
Rang windlesham centre as out of stock on line and customer service received from Chris was more than I expected he went out of his way to find out if he could get them delivered to me and sorted it all out. He is an asset to white stores and so grateful to be able to speak with someone so helpful. Thank you Chris and white stores.
Oyster garden furniture
Fantastic service from Chris at White Stores in Windlesham. I phoned a few times before we went to the store and Chris was informative and professional and returned my calls promptly. In store he was friendly and knowledgeable and we very happily purchased the set. Chris is an asset to White Stores and they are very lucky to have him in their team. Donna Mackinnon.
We had Ed and Shaun come today to look at our nova furniture .They sorted out the issues we had ,Very pleased with the service we have received today a big thank you
Go to Homebase
Go to Homebase, friendlier, cheaper and this company won't price match.
I visited the new Windlesham store this week and I was left VERY unimpressed.
Firstly their website states it's in the old Wylevale garden centre. It's not. It's in a warehouse at the back of the carpark. When I mentioned this to the member of staff when I finally located it, I was told there were 4 clear signs and he implied I was blind. Yup a great sales technique for someone wanting to spend over a £1000 on garden furniture. However it took a good 20 mins of me wandering around to get any attention what so ever. It would appear a mother with a toddler in tow doesn't classify as a valid customer worth your salesman's time.
I was peeved but liked the furniture, so went back with the well behaved toddler and my husband today. Again I was COMPLETELY ignored and the second my husband came off his conference call he was smothered in attention.
We really liked a set but realised it was over £100 cheaper at Homebase and when we asked if they'd price match they said yes but not Homebase, turned on their heel and stomped off.
If customer service is not high on your agenda fill your boots, but I'd hate to deal with these guys if anything went wrong.
Reader, I can not disagree with this review enough. I work in the Windlesham store and it looks absolutely lovely, the company has spent a fortune on our store and I think it's got to be the best display of garden furniture in Surrey, maybe even the entire country. When this lady came into our store she was rather rude and abrupt however as we're a happy, smiley bunch we didn't take any offence. When she returned with her husband we followed the same procedure we would with any other customer, have a look around and we're here to help or answer questions if you have them, otherwise enjoy your browse. The lady's husband was on the phone as he walked through the door and continue his phone call for a good 20 mins so neither myself or my colleagues felt it was appropriate to approach the couple until the gentleman was off this phone call. When we noticed the customer had finished the call, and by this time they had been in the store for over 20 mins we then approached. The lady who has written this review has totally misunderstood our professionalism and believed for some reason we only wanted to talk to her partner which is completely untrue, unfounded and misinterpreted.
When asked if we would price match Homebase we refused because they did not have stock, they were showing out of stock on their website. We are, as a company not allowed to price match unless certain criteria are met. One of the criteria is that the goods must be available within the same delivery time frame as we offer.
It is very unusual for us to write such a candid reply to a review but felt Tina Wizard has so unfairly reviewed us that we had respond and put our side of the story across.