thewhitelighthousefurniture.co.uk Reviews 

Very happy with my purchase and would defiantly recommend to family and friends

Great service and a very good range of products. The quality is excellent with a very good finish. I look forward to doing a lot more business with them.

I just want to say a big thank you, definitely my favourite online shop. I ordered lamps and a towel ladder and a few bits and pieces for my living room, they were delivered quickly and are lovely

Fantastic selection of furniture availble. Staff were so helpful and full of ideas to help me furnish my living room. Can't wait for my next DIY project to go back for more!

Great service and fast delivery! This was my third time ordering from the White Lighthouse Furniture Company and once again, I am delighted. The side table is a beautiful addition to my living room. Thank you!

Very friendly and excellent service

I am very delighted with the products, I will be back for more furniture in the very near future.

Massive thanks for your quick service for my bathroom cabinets,fantastic service and wonderful products ......Thankyou

Good, thanks Rose

Paid for delivery "within 7 days". No consignment number given = couldn't track the delivery. They ignored my emails asking for a consignment number. When I phoned, a recorded message advised me to email, but.... they're ignoring their emails. I googled, thinking it might be a scam, and found this multitude of 1-star reviews. So I emailed again, and said I was concerned in light of the reviews. They responded pronto! and said the delivery is not trackable. So they provide a link that they know can't be used? There's also no text/email to give an estimated delivery time, so expect to wait in all day. The order did arrive this afternoon, nearer two weeks than one. I can't recommend them. Partly because of their rubbish 'service' and also their daft attitude: "negative reviews written are written by unreasonable customers". LOL. If they wanted to learn good customer service, they could, so they clearly don't want to. when reviews are clustered at the extreme ends of the star ratings with nothing in between it strikes me as odd.

I would love to leave a good review, but my furniture hasn't arrived. As I can't get hold of the White Lighthouse company on the phone or a response to any of my emails, I feel obligated to write. Reading the other reviews, I think I may have made a terrible mistake ordering from them.

If they do get in touch or my furniture arrives in perfect condition I will rewrite my review.

Happy to receive a response by email within 2 hours of writing this informing me the product would arrive on Friday. Even happier that it arrived today (Thursday), a day early. Unfortunately one of the units has significant damage, but not to the packaging. Awaiting response to my email notifying them.

Again, happy to alter my review if I get a response within a reasonable amount of time.

I said I would alter my review and I have. I could only contact the company by email and did get a quick response when I informed them of the damage. Once I filled in the damage report form and sent it back with photographic evidence, they quickly dispatched a replacement. All received now and I am a happy and very relieved customer.

I've given 4 stars as it has all worked out in the end, although I can't help thinking this could be because of my review. If I could send the White Lighthouse company a message to improve things, I would suggest they start answering their advertised customer phone line. Also, start using a courier company who will advise what day and time they are delivering instead of customers having to guess when it might arrive

Ignoring my emails regarding a damaged trunk worth £220. Won't respond. Hoping for a refund or replacement but after reading reviews I'm worried! Im really upset and disappointed by this lack of service and very poor experience.

You haven't emailed to rectify at all and I asked for you to resend so I can respond but you won't as I'm claiming a refund via Paypal. As you know under Consumer Rights Act 2015 products must be satisfactory quality, fit for purpose and as described. Under this act I have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose and not as described and get a full refund within 30 or receiving the item. As you know and that I've shared pictures its damaged. This is the law you are to follow.

I have found you're rejection form to complete in my Junk and I will complete and send - however this isn't an attempt to rectify just more effort on the customer to fill information you already have or I've sent to you! The above law still apples regardless of a form to complete and a 3 day response rule. Really!.

For readers of this review - Whitehouse company are upset I've used this to communicate but readers need to know that they didn't reply to resolve just sent me a form with an * to say you must inform damaged goods within 3 days..! Im not able to speak to them nor will they respond as I'm claiming via Paypal and the company feel aggrieved by my actions - here's my response.

You didn’t respond to my concerns, as once I found the email in my junk, it was a only a form for me to complete with information you already have and not to respond to my concerns and advise next steps. I perfectly know what trust pilot is for but when you say you've responded to say you sent me an email to rectify the situation, this isn’t the case and I wanted to ensure the readers of my review knew it was a form and not a resolution to my problem. If I feel I need to update my review to reflect the correct status and the truth I can - why else is there an edit button!

Unsure why you feel aggrieved when you make it so difficult to return or replace an item. Most companies would accept the photos and the email, and use customer experience skills to respond and rectify without a form. Your process puts all the effort on to the customer e.g. you already know my details, you’ve had the pictures, you know when I ordered the item and you can check when I received it. Putting the effort on to the customer doesn’t provide a solution nor the right experience. You need to put yourself in customers shoes. Plus have a telephone number so written communication via email or review isn't needed.

Look at your first response to me today - do you think thats helpful? It was rude and patronising! "more urgent see our response yesterday"

Even better if the reply was something like - "We emailed you yesterday on such and such and maybe it's gone into you junk but don't worry we’ll send it again to ensure you have we can look replace or refund…" Actually even better there wasn't a form!

There was no greeting or signage and it was very abrupt so you need to think about the perception you give and then you won’t feel so aggrieved by my choice of actions. You had a choice to rectify this at first point of contact but its now a complaint.

Paypal authorised refund but I have to pay postage! So I bought an item in good faith worth £220! A 24kg trunk turned up damaged in a flimsy box and thinist bubble wrap. Spent a day emailing and sorting and now have to spend a further £42 to ship it back. Thats illegal so a county court summons it will be then for them to refund and pay postage. Disgusting company to purchase from. AVOID buying form the White Lighthouse.

Just seen this on PayPal - 3/04/2018 12:47 BST - Seller: Customer is not responding to emails.

How can you say this when I emailed before and this time?I actually chased for a response from you and then found your email in my junk and sent at least 5 responses further. If you'd of been smart you would of offered to send new clasp and a token compensation and I would of probably kept and fixed it as my initial email was about how I loved this piece but instead you chose the most difficult route of form filling!

We received a seat for the hallway from the white lighthouse furniture company. Paid £200 for it. We went on holiday the same day, came back and noticed it was cracked! It was either delivered like that or broke on first sitting. But because of their 3 day rule we are not entitled to a refund or exchange. Even if we had it for weeks it should not be breaking when sat on if that's the way it happened.
The phone number on the website is redundant, only advises you to e-mail them which is a pain.
I realise that there are plenty of satisfied customers, but there are plenty who have had the same problem.
If they don't reply to our last e-mail we will be taking it up with an ombudsman.
Under the Consumer Rights Act you have an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund.

But this right is limited to 30 days from the date you took ownership of the goods (this could be the date of purchase or the date the goods were delivered to you - whichever is later)
Shop at your own risk.

Shame on you! I have just moved into my property and have ordered furniture from companies such as John Lewis, Debenhams, Amazon, Made and I haven't had a single bad experience except for this one.

First of all the cabinet you charged me £59 for is sold or £20 on Amazon. Foolish me! It arrived damaged. I email you because you don't have a phone line, and you tell me I have to book return and PAY for return despite item being damaged.

Stay away from this company. Look at all the negative reviews. They are doing this for the quick buck then they will dissolve the company. There is no way you can run a business this way in 2018. No phone line, sporadically answer emails. Send damaged goods and expect costumer to pay for return.

In the end I threw away the cabinet. It wasn't worth the hassle of me finding a new box, package and send paying £8 Hermes and wait to see if they will refund me or not.

Avoid this company. After seeing the good reviews I ignored the bad ones and I really wish I hadn't.

The courier they use attempted to deliver to us and didn't let us know in advance when this would be. They didn't leave a card letting us know. I chased the delivery and on attempts to arrange re delivery with them (after 30 mins of being on hold) they were rude and said they are unable to give us a delivery date. We both work full time so we are unable to receive the items without a date of delivery. I got in touch with the company for help and they did not help us at all to try and sort this problem out. They stopped replying to our emails. When you call them they dont answer and there is an automated message advising to email them. Please see other reviews saying similar.

In the end we told the courier company to send the items back to the whitelighthouse for a refund as they couldn't give us a delivery date. The company continued to avoid replying to us and ignored our refund request. Luckily we got our money back after raising a dispute on PayPal against them. Avoid at all costs!

To add onto this in review in view of the companies response -
They obviously do not understand how to treat customers and have missed the point completely. The items were sent back to the company as a last resort as we weren't getting anywhere with contacting them or the couriers about a delivery date. They ignored at least 3 of our emails trying to sort this out. They did not refund us straight away as they state below. They ignored us and I eventually raised a PayPal claim, where the money was then returned to us immediately. The company need a lesson in customer service and need to learn how to say sorry rather than lie and be defensive in their replies.

Made 3 orders now, all arrived quickly and going to order bedroom furniture

Not having a good experience with White Light House Co. Have received a damaged dressing table. damaged to top front which is unacceptable. sent photos of damage and they think the item is not damaged (really). you can't speak to them and I have written. They must be only company that doesn't offer to exchange. AVOID THIS COMPANY. OR PAY A FORTUNE TO RETURN A LARGE ITEM.

Do not buy from this company. I have had a console table delivered with orange marks on one leg and indents on the other. I have sent them photos within 30 minutes of taking delivery. They are saying that they do not consider that to be defective and that the table is fit for purpose. Moreover, they will not arrange collection so I now have the total inconvenience of returning a large piece of furniture and ultimately have the cost of returning the item too, as whilst they have the cheek to advertise a 'no quibble returns' policy, the customer actually has to pay for this. This clearly breaches the trade of goods act for damaged goods and I will be taking this further.

Steer clear of this site; the customer service number is redundant as it is never answered. They are clearly a very poor company indeed with no regard for their customers.

Extra comment:

I have noted that a note has been added to say reviewer contacted but no reply. My daughter was in hospital so it was hardly my priority. Also the reply asked for an order number and details - information that had been given to this company numerous times in voicemails and emails with no response. To then ask for an order number years later only when they have a bad review for the public to see, is insulting to say the least. The item went to the tip a long while ago; an order number is somewhat academic at this sorry stage.

Please take note of the poor reviews for this website as they all appear to be because of the same thing! Damaged goods! I purchased a bathroom cabinet which was severely damaged with dents and scratches all over. No reply by phone, only replies to my emails once I had sent the same email about five times until I received replies! Please avoid this company they offer extremely poor customer service and even though the item was damage I had to pay for return . Yes I did get a refund (which was the only positive of using the company) and this refund was quick, however they have refused point blank to refund return costs although the item was damaged ....in their words :
'We have fully investigated your issue and while we are saddened you were not fully satisfied with your recent order from The White Lighthouse we have concluded that this item is not damaged or defective and is fit for purpose. We do however offer a no quibble returns policy and this was refunded fully on receipt.'
Absolutely appalling! Why should I pay to return an item that is damaged. I have photos of the damage (which I would post on here to prove how awful the company is but it won't allow me). These photos were also sent to the company and they state the above. It's laughable and I will NEVER use the company again and would advise anyone to NOT use this company. Appalling customer service. Please spend your money elsewhere.

Here is another one about these disgusting people who do not know about after sales care and are completely oblivious to looking in to complaints and are not contactable except by email.
I received two bathroom cabinets from The White Lighthouse Company but one was damaged. After six emails it became very obvious that they would not do anything about my damaged goods. I sent them a photograph of the damage to the front leg but they said it must have happened in transit and was completely " fit for purpose". It could not have happened in transit as it had been painted over.
They said that if I wanted a refund I should return the goods at MY EXPENSE. As I require a pair I would have to pay to return two cabinets!
Please do not use this horrible company. Once they have your money they do not care about the customer.