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maisonwhite.co.uk Reviews

4.9 Rating 6,520 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

Company Reviews

Product Reviews

4.9

Based on 6,520 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Could Be Better

About maisonwhite.co.uk:

Maisonwhite.co.uk were established in 2011 operating from their retail shop in Colchester, Essex. They have recently relocated their store to Benson in Oxfordshire where they sell a fabulous range of fine homeware and gifts, including soft toys from key brands such as Jellycat where they stock a growing range of loveable childrens toys. Other key brands for the home include Parlane, Voyage Maison and Dora Designs, as well as leading brand candles and diffusers. They have become a key ecommerce retailer selling their gifts all over the world to thousands of happy customers.

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Phone:

01491835167

Email:

contact@maisonwhite.co.uk

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maisonwhite.co.uk 5 star review on 1st April 2024

maisonwhite.co.uk 5 star review on 1st April 2024

maisonwhite.co.uk 5 star review on 29th February 2024

Lindsay MacGregor

maisonwhite.co.uk 5 star review on 29th February 2024

maisonwhite.co.uk 5 star review on 29th February 2024

maisonwhite.co.uk 5 star review on 29th February 2024

maisonwhite.co.uk 5 star review on 29th February 2024

113

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I was very disappointed with how small the toy is for the price.”

Thanks for your review of the small Jellycat Bashful Lion toy you purchased for £11.95, I am sorry to hear you are not happy with the price, it was sold to you slightly cheaper than the RRP from Jellycat £13 Our descriptions are clear on our website, which state the size of the item you are buying. Although its a shame that you felt the need review us as a company based on the product you bought. Never the less, we will feed your comments back to Jellycat that you are not happy with the price of the Small Bashful Lion you purchased. I'd like to highlight, when buying Jellycat, you are buying a much loved, responsible brand. Jellycat go to great depths with their product development to ensure quality and safety of their products. They know 99% of their products are given to babies and children. The costs involved are immense. When buying items cheaper than Jellycat, this kind of quality control and design can get dismissed and you simply do not receive such a quality product when paying less. We thank you for your comments and I hope the above helps you understand the reasoning for the Jellycat RRP and thus our pricing too. Thanks Maison White

“I ordered the blossom bunny with floral ears but only the grey bunny arrived.!”

Hi Abbie Thanks for your review, however we have had no communication from you about this, this is the first we have heard. Sadly we do make mistakes, we are human after all, there are no robots picking your order. It would be very helpful if you could email us about this so we can help resolve this for you. Contact@maisonwhite.co.uk Thanks Maison White

“Fabulous speedy snd sensitive customer service. Maison White staff really understand how children work and when a treat matters. I’ve ordered twice recently and both times had overnight delivery, thus fitting in with family plot for a present!”

“Sadly one of the toys was not in a satisfactory condition and I was advised to contact the manufacturer. I don't think this is very good customer service.”

Hi Sheena Thank you for taking the time to leave a review. I have looked into your case, and can only find that we answered yor query in a timely and complete fashion as best we could. There was little we could do about your complaint as the item you received is how they are. Which is why we could not send a replacement but you are welcome to return the item for a refund if you do not like the product or feel it does not meet standards. I am not sure what else we could have done! Kind regards Maison White

“the store had good service but the product i ordered looked nothing like the photos, i ordered a green dragon jellycat and the photo made the toy look much more structured when in reality it’s shape is nothing like the photo and it hardly even looks like a dragon, it’s very floppy and misshapen and the only reason it’s not a 1 star review is because the quality of the material is clearly if a high standard and is very soft however it still doesn’t change that it doesn’t look at all as advertised and i’m very disappointed”

Hi Jade Thanks for your review, i've noticed your review reflects positively about our service and we are happy to provide and pleased you found it good. However your review here shows up as against our company rather than the product. Which I believe is what you are unhappy about. We haven't heard from you via email about this? do let us know if you have emailed. Never the less, we are sorry to hear you are not happy with this design. We are a long standing supplier of Jellycat. We will only use the images Jellycat supply for continuity and we will only supply the product they supply to us. The Starry Eyed dragon https://www.maisonwhite.co.uk/product/jellycat-starry-eyed-dragon-se4d/ you ordered is pictured here, could you kindly send us a picture of what you have received. Kind regards Maison White

“The teddy that we received unfortunately had a fault with it. There was a hole in its leg. They did offer to send another one after we posted the original back but at the present time with things more difficult, we are unable to post.”

“Hello. Having initially made an error by not supplying the correct despatch address, I immediately made contact with MW to rectify by supplying a different address to the billing address. A member of the MW team replied promptly to confirm receipt and their revision of the delivery address detail. I subsequently received an automatic confirmation of the same, allaying my initial concern. However, my ordered item was still delivered to me in Cheshire, not to my sister, for her birthday, in Wawrickshire. When I contacted MW to seek advice and support, I was advised the instruction was made to the system but it didn't transfer to the postal service. No real apology, or offer to compensate in any other way perhaps by offering to support my subsequent onward postal cost, which required me to venture out of lockdown, thus defeating one of the original benefits of my online purchase.”

Hi Kev I am sorry you felt compelled to leave a negative review. We tried to accomodate your request but it failed, we did apologise for any inconvenience. We are doing our best to offer continued good and prompt service in these hard times, but we are also human. Again I apologise that your amendment did not find its way through. Kind regards Maison White

“Had a missing item in my package so had to contact to send the item I had paid for. I ordered two of the same item so need to be careful when packaging and check quantity”

Hi Laura Thanks for your review We apologised unreservedly when you emailed us to let us know of our error, its been a very very busy time for our small family run business with Black Friday and Christmas orders, and sometimes, unfortunately people make mistakes, people that is... all of our orders are packed by hand, not a machine! So again we a very sorry for your poor experience. We sent you the additional Peter Rabbit Puppet Book the same day. This error cost us money as the book was less than £8. Sorry to see you found the whole experience only 2 stars. Kind regards & Merry Christmas

“3rd time I have done this , but you keep asking for me to review, obviously you ignore anything you don’t want to hear. I thought the item came in a presentation box, the one I received didn’t. As I would have to pay return carriage I will keep the item .”

Hi Judith We've not had any other reviews, emails or any other contact from you? I am sorry if you have felt ignored. The soother you ordered does not come with a presentation box, please see this link https://www.maisonwhite.co.uk/product/jellycat-bashful-pink-bunny-soother/ there is no mention on this page about a presentation box? Perhaps you meant to order this which does come with a presentation box, the bunny is made from a different material and is under a different product - please see this link https://www.maisonwhite.co.uk/product/jellycat-my-first-bunny-pink-soother-bp4mfbs/ Kind regards Maison White

“Good selection but my order was not packaged very well and when I fed this back the customer service was awful.”

Hi Sarah, We are sorry you felt compelled to leave a negative review. We take great pride in our customer service, we respond timely and try to be helpful where we can. Your order was more than adequately packaged and as you stated nothing was broken. We put our trust in the delivery/courier services we use and sometimes sadly they do not handle the items with the care we would expect and in this case has left the box somewhat bashed. You emailed us with your concerns and other expectations and I have copied the responses below. I am sorry to hear you were not happy with our response. Kind regards Maison White >>>>> Hi Sarah Thank you for your email, I am sorry to see the state of the parcel, please be assured we would not have sent it this way. I shall forward your image to Parcel Force as the handling is quite frankly disappointing. I have checked and there is no presentation box supplied with the money box, I have checked our website and via the supplier Jellycat and there is no box shown or described, although I know they do with their bowl, plate and cups set. It may be that other shops have supplied their own packaging for this, but Jellycat do not, therefore nor do we. You are welcome to return it for a refund but we wouldn't be responsible for return postage Kind regards Elise From: Sarah Clark Sent: 18 November 2019 10:14 To: Maison White Subject: Re: Your Maison White order has been received! Hello, I have received this order, however I was very disappointed with the way it was packaged. Although nothing is broken the soft toy is very squashed and the money box did not come in a box (I have seen it in other shops and know it comes in a nice presentation box). I have attached a picture of the packaging as it arrived. Please could you advise if you can send the presentation box for the money box and if not let me know how I can return it without paying for postage. Regards, Sarah Clark

“I have order the Jellycat Bunny from the website since 21st Sep, but have not received anything just yet. Please kindly double check the delivery!”

We sent your order via tracked delivery and can confirm it has been delivered. Please follow the link https://www.royalmail.com/track-your-item#/tracking-results/MX584771693GB The order was delivered to the address provided. Perhaps speak to the student accommodation officer or reception to locate your parcel.

“I have sent 3 emails requesting the returns process as the colours are not as expected but in the 5 days since my 1st attempt I have heard nothing I’m going to have to try the phone. Not good”

I have just responded to your email, your 1st email unfotunately was auto filed in our junk folder. My apologies. Maison White

I have just researched your order history, the last time you ordered you also returned the item as you did not like it. So you know the returns process as before. I am bemused by your negative review.

“The shopping experience was great however after paying for tracked international shipping we are yet to receive our tracking number.”

Thank you for your review. The shipping company are supposed to send you an email and text with the tracking info, nevertheless that is easily rectified! Here is the link https://www.royalmail.com/track-your-item?trackNumber=RS753389842GB

“It doesn’t let me log in at all and I have tried everything and I ordered something ages ago and it still hasn’t come way over the accepted arrival date!!!”

Hi, I spoke on the phone earlier with your mum, the item you ordered was on back-order, it says on the product page and at check out 'available to back-order' Back in stock 10th December - available to pre-order ! We do this to allow customers to purchase items that are hard to get hold of. Jellycat have already sold out of the next shipment which is due in this week, but as you have pre-ordered, your order is allocated against the stock we have coming in. Your confirmation order says 'on back order'. The reason you cannot login as when you placed your order you checked out as 'Guest' and did not create an account. So all said I am a bit surprised to receive your negative review. Kind regards Maison White

“Good quick service after I bought a Child's Toy. It arrived just in a small cardboard box without any protective wrapping to keep it clean. Disappointed as it is a Xmas gift for our Grandson. No instructions. product information or guarantee included.”

Hi Alan The item you purchased was supplied to you as it is received into us from the supplier, Gund. Unfortunately they do not come in presentation gift boxes. The box itself was sent in a polythene mail bag, so well protected. I am sure your Grandson will love it, it is our Grandchildrens' favourite toy Regards Maison White

“Royal Mail cancelled the delivery of my parcel without telling a reason. Your customer service told me he didn't know why it happened but still charging the whole delivery cost. I feel helpless and just want a reason at least.”

We sent you an email on the 5/10 when your order was dispatched with the tracking link. We sent you another email and copy image of the reason the parcel was returned, it says "closed". All we can do is to send a parcel to the given address with the paid for postage method. We refunded the cost of the item but the postage has been expensed by us therefore not refunded. I can only suggest you could take the image shown to your local delivery company in Taiwan (it will be on the tracking link), and raise the issue with them.

on the tracking it says; Wednesday 17 October 08:04am Available for Collection or Redelivery Taipei 08:04am Item Retention Taipei

“Disappointed with the packaging in light of the cost and the soft toy looks scruffy and used if I’m honest. Won’t be purchasing from here again.”

I can assure you the product is brand new, if you are unhappy with the item you are welcome to return it. We send out several hundred items each week with no complaints. Thank you.

“I had to contacted them a few time to receive a refund as the item was badly damaged. Surprised the it had been sent out in this condition as it had an obvious flaw. No payment was received for postage and they were not getting more in stock.”

The item had a defect which we unfortunately missed when send out (it was a busy period) and highly unusual from this supplier. We refunded you instantly when you notified us of the issue. We asked you to advise the cost of postage for the return but we never had any response. Happy to refund you if you let us know what we owe you.

“Unfortunately there was a stain on one of the toys I received, which should have been spotted before postage so I can only rate the service as poor.”

Thank you for your review, I am sorry to learn of your complaint via your review, this is the first of this nature. I can only apologise, the stain must have been present from manufacture or supply (it is very rare) nevertheless we are sorry this has happened and would be more than happy to replace the item and your postage costs.

“Not delivered in time”

As per our email conversation yesterday, we received your order on Friday the 7th Sept at 6:33pm, your order was dispatched on Monday the 10th September, 2nd class post is normally 3-5 working days (most are delivered in 3 but it depends on Royal Mail), it very much depends on your local delivery depot/post office. I gave you the tracking number for you to follow up and try to locate your parcel. I hope the information was of use.

Your item was actually received back today "not known at this address, Return to sender"!

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maisonwhite.co.uk is rated 4.9 based on 6,520 reviews