Spotlight: What are our customers saying?
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. ...Read on
Ordered a pergola in November 21 with a delivery date of February. Then told March, then April, then May. I’m now being told hopefully it will arrive in June. Finally given up but told it will tak...Read on
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
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Nova Rattan Sofa Set
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.
Ordered a pergola in November 21 with a delivery date of February. Then told March, then April, then May. I’m now being told hopefully it will arrive in June. Finally given up but told it will take 14 days to get money back and they expect me to pay to return half the order that they did manage to deliver!!
Terrible company avoid at all costs
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.