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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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I’ve received my parcel last week and the feather has chipped, I immediately emailed to ask if someone could advise but no reply. Still waiting”

“Havent received my order yet, 10 days in so far, delivering to Australia, hopefully this week. Delivery delays are normal in these times.”

Hi Mathew, I think a negative review is a bit harsh! It has only been 7 working days and the tracking shows it is in Australia awaiting customs clearance, that is pretty good given the current conditions! https://auspost.com.au/mypost/track/#/details/LP210065995GB Regards Maison White

“The actual order I placed was amazing , it was just the length of time it took to deliver , I’d ordered said item on the 16th of October & it didn’t arrive till the 22nd of December 🥲”

Thanks for your review. Clarity for others. Gillian ordered a "pre order" item which was due Mid/late November. The product was delayed by the supplier until mid December, at which point the order was delivered. The delay was completely out of our control. We did respond to the customers 6 emails, promptly.

“I had paid extra for a gift bag in which I did not receive. Therefore, I felt the service was adequate.”

Thanks for your review. We are sorry you did not receive the gift bag as per your order. We would have been happy to rectify this for you had we known, but I cannot find any communications about this? I have refunded the bag portion for you Maison White

“The chair was nice but delivery pretty awful - I was told that the chair would arrive "tomorrow" and when I said I wouldnt be there they suggested I leave the porch open or the garage or just delivery to a neighbour !!! When I finally got the delivery the chair was just dumped through the gate and I had to unpack it to get it in the house myself and then put the legs on !! For the price of the chair I expected more.”

“Dispatched very promptly. Unfortunately, when opened the soft toy was very grubby and needed washed to remove staining”

Thanks for your review, however we have checked and you did not get in touch with us about your concerns The teddy you purchased https://www.maisonwhite.co.uk/product/jellycat-bashful-silver-bunny-very-big/ is massive, they are stored sealed in their boxes which they arrive in, from Jellycat , they are then packaged into the postage box when they are ready to send. So we are most confused about how it could have got grubby. We are more than happy to help customers should they have any issues with their products and would refer this to Jellycat as explained above there was absolutely no way these items can get grubby due to the way they are stored whilst they are with us.

“Panda teddy is a lot smaller than expected it Says it’s a medium, yet more like a small. I paid for extra fast delivery, it was delivered on the correct Day, but not time. It was actually over 4 hours late. So, inconvenience there!! The teddy is lovely, soft/snuggly but I had I of seen it in person I wouldn’t have paid the price I paid for it, as I don’t think it’s worth it. However, I did keep it as I was in need of a panda teddy asap.”

Thanks for the review. The sizes of the products are all given on the website. These are there for you to view and compare at your leisure I can see your parcel was delivered at 1.18 in the afternoon https://www.royalmail.com/track-your-item#/tracking-results/VY454038230GB I cannot see where there would be any inconvenience, we do not offer a timed delivery. Royal Mail only give an estimate of delivery time when they text or email you to let you know the parcel is on its way, and there is no guarantee of time for delivery. IF they have given you a guaranteed time please do let us know so we can bring this up with ourselves. You can email us. The delivery times are only aims, as stated in the information given to you. IF you have an issue with the delivery time, we would suggest you bring this up with your local post person, who would have been on their round since 7am delivering parcels to many properties, and I am sure they would love to hear your feedback about why you feel your parcel was delivered so late.

“Price is slightly higher than the average market price. Found the same product which is £2 (or even more) at Presence Direct cheaper than Maison White's retail price. Hence, slightly disappointed for not offering a price match or a convenient cancellation process.”

Thanks for your review. https://www.jellycat.com/yummy-bunny-yum6b/ this is the product you purchased the RRP is £14. this is the market price. You purchased this item for £11.95 which is below the RRP. Presence direct sell this same item for £10.40 We do not mention anything about price matching, so I'm not sure how you feel disappointed in something we do not offer. The difference in price is £1.55 If you want the cheapest price for the product then it is up to you to shop around more. Our cancellation process is clear, customers can email or call us to request a cancellation before the product is dispatched. This is at our discretion. We are always will to save your return postage costs, if the order has not yet been sent. You can also request return your goods within 14 days of receiving them. This is in our terms and conditions and on our FAQs page which can be found on our website before and after purchasing.

“Unfortunately I paid extra for gift wrap but this wasn’t done, which effected my experience.”

“As I did not need the fabric at speed I would be happy with second class postage for £3:75.....however by the time I had paid it was £5:50 for postage. More selection/ or ticking needs to be clearer on page before payment .”

maisonwhite.co.uk 3 star review on 8th July 2021

Thanks for your review Though I am perplexed. The cheapest options is always preselected. So this would be £3.95 for tracked 48 And the tracked 24 (1st class) option you selected is £5.50. This is only charged if you select it. Please see attached image showing options

“The picture shows 2 hedgehogs - but the shop only has 1 for sale. I have asked for techical help with the product (it has a USB input, but I'm unsure if it re-chargeable as you might expect...) but did not get any answer - such a simple question !”

Hi Steve Thanks for your review. We did reply to your email, to let you know that we had to refer this to the manufacturer. We have now had a response and have sent you the information. Unfortunately this took a couple of days to obtain and I am sorry you did not receive a swifter conclusion. “ The batteries are not rechargeable- you can power by the batteries or the USB cable.” I hope this helps Thanks Elise

“Very disappointed with the size of the bears. I thought they would be a little bigger. Other than that I was reasonably happy”

“I am disappointed about the exchange process. I ordered the incorrect size so contacted maisonwhite to ask how I go about exchanging for the correct item. I paid £3.95 for a 2nd class Royal Mail delivery delivery service. When I asked if I could exchange for a different size I was informed I would have to return the item at my own cost. And then place a new order paying the delivery charge of £3.95 again. So that would be a total delivery cost of around £12. I work for an online retailer where we post out an exchanged orders free of charge. I feel maisonwhite should be doing this too. I will be keeping the incorrectly ordered item and gifting to someone else, and reordering the new item elsewhere.”

Thanks for your review. I am sorry you feel this way. Postage always comes at a cost for either us as a company or for the customer. We offer a free postage option over a certain amount. However we have yet to find a cost effective returns service, which would benefit us as well as the customer. Its great that the online retailer you work for can pay for the cost of exchanging orders, but I'm afraid its not something we offer. We are unable to offer an exchange service. However you are of course welcome to return within our returns period, no questions asked.

“Cannot write a good or bad review as I’ve still not received my product, was due a week ago. However I am putting this down to the Royal Mail being over worked due to COVID-19 and Christmas and my tracking still tells me where my product is. Kind regards Joanna”

Thanks for leaving a review, we haven’t heard from you about this and we are sorry it has not yet arrived. But yes we would usually expect to see items delivered by now. And you are correct in the delays Royal Mail are suffering because of the situation has an impact on some deliveries. We appreciate when customers understand this. We have done all we can to dispatch and use a traceable method. However we cannot control how RM work, though we will help wherever we can. I am sure you will have you parcel soon. Please email us to help you, if you have any further issues.

“Online ordering and communications good.”

“I ordered three things, two of which arrived no problems but one Christmas decoration was barely wrapped in Paper so obviously smashed on route to me. When I asked for a replacement I was told that wasn’t possible and instead received a refund. Disappointed as this was a Christmas present, but happy with the other two purchases.”

We are glad to hear the other items were satisfactory, and we apologised for not being able to replace the broken item. We obviously sent you a full refund for the bauble as we could not replace it.

“Lovely tray smaller than I thought”

“Ambiguous description of item meant that it wasn't what I was expecting, but quality of goods and service was good.”

Thanks for your review, we haven't heard from you about this though, though email or phone, so unsure why you feel the description was ambiguous? We are pleased the quality and service was good!! Thanks Maison White

“Prompt service, fortunately the gift box that my item was in was not damaged. The actual delivery box and packaging inside needs to be more substantial as this was in a poor state when I received it.”

Thanks for your review. We very rarely get complaints about the way the parcel is received. We do take great care, to ensure the products inside are packed to the point they will not get damaged, as yours were found intact, the packaging has obviously done its job. And we are pleased to hear that. We also think environmentally, too much excess packing and plastic is just wasted. We ensure there is enough packaging to protect the goods, again this sounds like it was the case. However I think perhaps the problem is more with how Royal Mail have handled your delivery. I will forward your complaint as I feel it is important. And would encourage you to share your thoughts with them too. As it doesn't look great receiving a parcel in such way. Maison White

“I received curtins thank you I am disappointed with the curtins as they are very light and unfortunately I have disposed of packaging so I can’t return the curtins Kind regards Mary Mcelligott”

maisonwhite.co.uk 3 star review on 6th November 2020

Thanks for your response. The curtains your purchased (cath kidston mimosa) are described and images provided about how they look. They are not black out lined, so will be light, in colour and weight. As our returns process describes, product packaging which forms part of the product is needed for resale, therefore required for a refund. However we did not hear from you prior to receiving this comment. Kind regards Maison White

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