What amazing service ……. It’s Sunday night I’ve just emailed Maison White to see.if it may still be possible to cancel my order. Reply by return acknowledging my cancellation and organising a refund.... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I Purchase two Jellycat, which one of them was out of stock everywhere & they had it, absolute life savers! Easy & pleasant transaction, very quick delivery & let me know where it was every step of t... See more
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This company is elite in many ways . High quality products Communication is exceptional Packaging is above and beyond exceptional. Prices are fabulous. One of the best businesses I have... See more
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In readiness for the festive season I have ordered a few packages of Maileg and Moulin Roty plush toys. Maison white knows how to do customer service to a high level. The Maileg items are beautifull... See more
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Company details
Written by the company
At Maison White we host a gorgeous range of gift, toys, home decor & furnishings from big brands such as Jellycat | Maileg | Laura Ashley | Le Toy Van | Katie Loxton | Emma Bridgewater | Moulin Roty | Sara Miller | Orla Kiely | My Doris | Gisela Graham | Top Model | Wrendale and so much more. Please note: we do not pay Trustpilot to collect reviews on this platform. Reviews here are organic or in response to our own review links found on our website/email communications.
Contact info
27 High Street, OX10 6RP, Benson, United Kingdom
- maisonwhite.co.uk
4.7
Excellent
309 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Great first impression
I had a wonderful experience with this company and their customer service agents. Email query was responded to quickly and after registering for their newsletter I believed postage was tracked and free but the website was clear in that paid for postage is tracked. After contacting the team about whether additional pillowcases were also embroidered. The team later confirmed all postage whether free or paid for is tracked. Free postage takes longer to deliver than paid for services. Which makes sense. I bought beautiful Laura Ashley crane embroidered bedding with extra pillowcases. Just stunning. Prices are so reasonable. I saved as least 75.00 on my order. And customer services kindly reimbursed me my postage charge that day for the misunderstanding on postage delivery timescales. Very happy overall and my duvet set arrived promptly on 2nd class RM tracked. I would definitely recommend and order in future.
October 10, 2024
Unprompted review
Reply from Maison White ltd
Thanks for your lovely review Sharon, we're glad we could be of 5* service all round.
Best wishes
Maison White
Good to shop with
September 24, 2024
Reply from Maison White ltd
Thanks for the 5* feedback! much appreciated.
Rude Customer Service
The absolute WORST customer service I have EVER received. I phoned with a query, was spoken to very abruptly by a member of their warehouse team and at the end of the call an insulting expletive was shouted down the phone. The manager I then made contact with, had no interest in making amends.
I found the curtains cheaper elsewhere!!
September 24, 2024
Unprompted review
Reply from Maison White ltd
Thank you for taking the time to leave a review about your call to our team asking about our discounts.
The expletive ‘knob’ was not shouted at or to you. We are sorry to hear that you still feel this was the case, as explained in response to your emails.
Maison White - Excellent
Maison White are excellent and their prices are very competitive. I have placed 2 orders and both arrived very quickly.
September 4, 2024
Unprompted review
Reply from Maison White ltd
Thank you for leaving a lovely review Sally, we hope you're enjoying your new purchases
Best wishes
Maison White
Refused refund even though parcel lost.
Ordered a duvet etc. Got information stating when it would be delivered. Stayed in all day waiting for delivery, nothing arrived. Stayed in the following two days and nothing arrived. I rang the company asking for a refund as the parcel has obviously been lost. The woman was very rude to me and said she was not prepared to give me a refund. She told me that I had to wait 10 working days to see if the parcel did arrive. I explained to her that what I ordered was a present for my nephew's wedding that week and that I could not wait that long. She was quite abusive and refused to pay me back the money that I had paid out, which by the way was quite a substantial amount. Also refused to send out another order. She slammed the phone down when I asked again. Now out of pocket! Got to go out and buy another wedding present! Goodness knows I tried my best to plead to her better nature, but to no avail (I don't think she has one). I know it is not their fault the parcel has not arrived. But neither is it mine. I'm the injured party here, left out of pocket. Would not use this company again. Poor customer service who just puts all the blame on the customer. My only sin, to place an order with them. NEVER AGAIN! AVOID. RUDE AND OBSTRUCTIVE!
August 12, 2024
Unprompted review
Reply from Maison White ltd
Hi Diane
Thanks for leaving a review.
Once again, we are sorry to hear you don’t have your parcel, we have contacted Royal Mail and they have asked for a few more days to allow the parcel to be delivered (feel free to reject the parcel as return to sender). They have confirmed we cannot reroute the parcel. At this point it is not classed as lost as the delivery time frame has not passed.
Edited to add: you haven’t been refused a refund. You were advised we couldn’t offer a refund as the parcel was still within the delivery time frame - and not yet classed as lost.
I understand from your call today this is outside of your expectations.
You opted for free economy delivery, a delivery aim of 5-7 days. We sent your order on Wednesday, last week. There was no set day to be delivered. The first possible day for delivery was Friday, as we sent using the royal tracked 48 service. On Saturday you sent an email claiming the parcel must be lost as you didn’t have it - but there had only been 2 working days since the parcel was sent. You called and spoke to my colleague at 10 am this morning (Monday).
It was explained that we couldn’t see any other information and we would need to contact Royal Mail. You demanded we refund you as we would get a refund from Royal Mail as it was ‘lost’, and that was our problem. It was explained to you that Royal Mail would class it as lost after 10 days, but we would contact them to find out what was happening.
You became irate and was shouting, my colleague explained that she didn’t appreciate you shouting and wouldn’t tolerate the call. You continued to shout so she explained she would need to end the call. And she did. That’s our company policy, it is not acceptable to talk to anyone like that.
You called back and continued to shout at her and then went on to swear at her. This call was heard by numerous other people. At this point you ended the call.
Reply from Maison White ltd
Thanks for the great review
Reply from Maison White ltd
Thanks for the lovely review
Reply from Maison White ltd
Glad to hear all is well with your order
Great products at discounted prices
Great products at discounted prices. First class service. Highly recommend this company.
August 1, 2024
Unprompted review
Reply from Maison White ltd
Thanks for the great review 🥰
Best wishes
Maison White
Second time of using them
Second time of using them. Excellent service yet again, and brilliant pricing. Not their fault with the delivery, it was lucky it wasn't bin day as the delivery man left it in our recycle bin! Would certainly use next time if the need arises.
June 24, 2024
Reply from Maison White ltd
Thank you for your lovely review, we're always glad to see returning customers.
We can add a delivery note to your order so the postie know the best place to leave your parcel.
Very efficient service
Very efficient service. Goods posted 1st class. 👍👍👍
June 25, 2024
Unprompted review
Reply from Maison White ltd
Thank so much for your lovely review, we're pleased we were ale to help you get your order quicker.
Very good experience
Plushie toy and matching book were in perfect condition and the delivery was very quick.
May 28, 2024
Reply from Maison White ltd
Thanks for taking the time to review your experience, it’s much appreciated
Great service
Great service, I had an issue with a wrong address, I sent an email regarding and it was sorted immediately.
May 28, 2024
Reply from Maison White ltd
Thanks for the positive feedback, were glad we were able to help swiftly with the issue
Customer Service 10/10
I purchased a clock from Maison White, had an issue with it, they requested a video to show the issue, helped me to upload a large file and then sent out a replacement immediately, I have to say their customer service is excellent 👌 Would definitely purchase from them again.
May 24, 2024
Unprompted review
Reply from Maison White ltd
Thanks so much for your review Claire, we're so grateful for understanding customers such as yourself. We hope the replacement clock is ticking along nicely.
Fantastic customer service!
Recently bought a lamp from Maison White which unfortunately turned out to be faulty. Contacted the company and was really impressed with the speed of reply and subsequent processing of refund. Great company to deal with. I would definitely recommend.
May 15, 2024
Unprompted review
Reply from Maison White ltd
Thank you for your kind review. We're always disappointed if a product is returned faulty, your understanding and appreciation of our service is so refreshing. We do hope to see you again :)
Reply from Maison White ltd
Thanks so much for your great review, we're glad we were able to help swiftly.
Reply from Maison White ltd
Thanks so much for the 5* review, we hope you are keeping well.
Excellent service
Bought three Jellycat Toys at competitive price. The items arrived well packaged and quickly. Good notification when dispatched and tracking details supplied.
April 24, 2024
Reply from Maison White ltd
Thanks for your lovely review, we are big fans of Jellycat too :)
Reply from Maison White ltd
Thanks so much for the review, it's great that we were able to provide a great service
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