I've ordered several pieces from PWL now, and attended their warehouse sale a few weeks ago. Their products – not to mention their excellent customer service – are outstanding. From the initial contac... See more
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Third time ordering but had an issue with the ordering process which Matt personally, and promptly, sorted. This is clearly a small company that is trying its hardest to succeed. Should things not run... See more
An excellent service! I was slightly worried about how they'd package the product, but as another reviewer pointed out -it arrived hidden within statues. So clever! And the complimentary straws were... See more
This sideboard is exactly what I was looking for! It arrived safely packaged and on time. It is absolutely beautiful and well made. Feels quite heavy and the wood grain is stunning, matches... See more
I love our new lilac sorrento
I love our new lilac sorrento, impeccable customer service from the sales and delivery teams to help us find the perfect chandelier and have it in place so quickly
October 20, 2024
Unprompted review
Waldorf Wall Lights
Waldorf Wall Lights - they look beautiful and the customer service was amazing, super helpful expressing them to us (the delivery team were brilliant)
October 30, 2024
Unprompted review
Ordered a couple of mirrors and some…
Ordered a couple of mirrors and some feature lights, absolutely love them! Delivery was pretty quick, no issues at all.
October 25, 2024
Unprompted review
Just received a large sideboard
Just received a large sideboard. It’s lovely. Arrived on time with everything fine. The reviews did put me off but no probs and a nice product.
October 8, 2024
Unprompted review
Chaotic customer service
Their products are nice, but unfortunately their customer service for online shoppers is weirdly chaotic and lacking in professionalism. I had an issue with a recent online order, and found that their telephone number is never, ever answered. I was instead bounced around multiple different email addresses to try and get a resolution. Bizarrely, they are also unable to refund orders to the original payment method, and insist on bank transfer instead. All very strange and amateurish. I wouldn’t risk shopping here again.
October 9, 2024
Unprompted review
Reply from purewhitelines.com
Hi Neal,
Thank you for your feedback. We're pleased to hear you're happy with our products, and we appreciate your thoughts on your service experience.
As the new CEO, I’ve prioritised addressing issues like the ones you experienced. Since your order, we’ve streamlined our customer service by centralising support, which has enabled quicker responses and reduced the need for multiple points of contact. Your input actually helped us identify a technical problem, which led us to upgrade some of our systems for better connectivity.
For refunds, we recognize the importance of flexibility and have begun introducing new methods to allow direct refunds to the original payment method whenever possible.
Thank you again for sharing your perspective—it’s feedback like yours that helps us improve as we grow. If you have any outstanding concerns, please feel free to reach out to me directly: Matt - mdrew@purewhitelines.com.
Order Still Missing
I placed an order for a sofa at the beginning of June. The sales team told me it would be with me in 6 weeks. It is now almost October and I still haven't received the item. Every time I try to contact them they either don't answer the phone or take ages to get back to my email. As our correspondence has gone on they have continually given me false information as to the whereabouts of my sofa. Every 2-3 weeks I email asking where my sofa is and they give me a date. The date comes, and the sofa is still not here. What is so frustrating is that the company has made no attempt to reach out to me and manage my expectations. Every time it has taken me to reach out, and every time after much delay, they get back and tell me a date in the future. This has now happened about 5 times, and the sofa is still not here. The final correspondence told me that the sofa would be with me this week and it's still not here.
The way they manage their customers is not fair and it's such a shame that a company with great products conducts business in such a fashion. Wouldn't recommend.
September 27, 2024
Unprompted review
Never arrived
I ordered and paid for a mirror two months ago . Still no sign of it . They said it’s coming from china and will arrive soon . The website said it was in stock - they didn’t say it was in stock in china and takes months to arrive . They refused to let me cancel it . Definitely wouldn’t use them again
August 29, 2024
Unprompted review
Reply from purewhitelines.com
Hi Catherine, Thank you for your feedback. I completely understand your frustration with the delay in receiving your mirror. I apologise for the unexpected wait at the that time. Since your order, we've made significant upgrades to our stock management systems, allowing us to provide more accurate and timely updates on product availability. We've also worked to streamline our communication process to ensure that customers are kept informed.
We appreciate your patience as we continue to grow and improve, Please don’t hesitate to reach out directly to me - matt (new ceo) mdrew@purewhitelines.com
An excellent service
An excellent service! I was slightly worried about how they'd package the product, but as another reviewer pointed out -it arrived hidden within statues. So clever! And the complimentary straws were a classy touch! Product quality is exceptional; no sketchy paranoid afterfeels, just good clean flake.
Two thumbs up!
April 23, 2024
Unprompted review
More than happy 😃
My statues arrived today, to say I’m happy with them is an understatement. I’m over the moon, they are fantastic with a great delivery service too. Definitely recommended and will be ordering again in the future.
July 23, 2022
Unprompted review
High priced items - ZERO customer service.
White the items on the website look nice - it kind of looks like it's geared towards Instagrammers/lifestyle bloggers/designers, they are WAY overpriced.
I purchased a chrome railway luggage-rack style coat rack with a mirror in the middle that can be angled up and down
After delivery and installation, I noticed a hideous smell in my house - and discovered it came from the back of the coat rack. The mirror had a faux leather backing and Rabbit skin glue had been used to stick the leather to the board behind the mirror. The smell is horrific and lingered. In the end, I had to remove the coat hanger and get it out of my house. It was an expensive item but remains in a box in the garage.
Three times I wrote to Pure White Lines asking for advice - and if they knew there was an issue with the back of the mirrors and if they had any suggestions, but they never replied once. They don't take returns AT ALL and they won't engage with you after they've taken your money.
They are happy to spam with emails too- you don't even have to sign up!
March 9, 2021
Unprompted review
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