maisonwhite.co.uk Reviews

Name: maisonwhite.co.uk
Rating: 4.86

4.9 Rating 8,104 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

4.9

Based on 8,104 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	5 out of 5

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 July 2026

Mrs Jacqueline McManus

maisonwhite.co.uk 5 star review on 21st December 2025

139

Anonymous

Anonymous // 01/01/2019

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

“It still hasn’t arrived??”

Helpful Report

Hi We received your order on the 31/3 at 10:00pm and dispatched on the 1/4. You would have received the tracking link as below. I don't think it is appropriate to leave a negative review when you have not made any previous contact regarding your parcel delivery. I have checked the tracking https://www.royalmail.com/track-your-item#/tracking-results/JH067352945GB and it says; "Sorry, we tried to deliver your parcel on 06-04-2022 but there didn't seem to be anyone in. Please choose an option below." You will have received this tracking via our dispatch confirmation too! I hope you locate your parcel and feel justly inclined to retract your negative review. Kind regards Maison White

“Not happy with item, looks scratched and cheap, not like the pictures. Not paying another £4.95 to return Delivery was fine Packed well”

Helpful Report

“Order was dispatched on feb 14. Today is March 7. No tracking information. Not arrive yet. Where is my order？”

Helpful Report

Thanks for this We have already replied to your emails giving you information about your delivery. Delivery times are estimated, particularly when going abroad and during a global pandemic) this is clear on the website. The tracking number was sent to you. RF072065006GB HK post

“Wrong item received”

Helpful Report

“Order didn’t arrive had to wait over 2 weeks for return to be initiated abrupt manner from Elise. Charged me for the postage then when I sent email took it off and refunded it. Didn’t get order I paid for and poor poor customer service. Attitude was like this !!!!!!! In all chats told me refund was initiated then now it’s been done. As so many that’s not very good having so many refunds needing done. Will never use this company!”

Helpful Report

Thanks for your review Gillian!!!! Refunds from ALL companies can take up to 14 days this is part of the process, sorry if you missed this, and at various points in my communications with you!! I had already refunded your postage - it was shown on your FRANKLY RUDE email as shown here. We would alway advise you read these emails properly and carefully to be clear before accusing and making up lies! we would be glad to not have you shop with us, with an attitude like that! Is there a reason I’ve been charged for postage? Is that an actual joke? I’ve been charged for postage on an order I didn’t receive? Shocking! It was bad enough not getting the stuff and it being for my wee girl but the actual audacity to charge me for the postage is shocking Gill Gilmour On 6 Jan 2022, at 21:34, Maison White wrote: Maison White Order #205485 refunded Hi there. Your order on Maison White has been refunded. Order Details Order number: REMOVED Order date: December 17, 2021 Product Quantity Price Jellycat Ellie Jellyfish EJ3EEllie Jellyfish Stock Status: In stock 1 0 £15.95 Jellycat Percy Penguin PER6LPercy Penguin Little Stock Status: In stock 1 0 £19.00 Jellycat Percy Penguin PER6LPercy Penguin Tiny Stock Status: In stock 1 0 £12.95 Jellycat Larry Lobster Small LOB6LSLarry Lobster Small Stock Status: In stock 1 0 £15.95 Subtotal: £63.85 Shipping: £5.95 via Royal Mail 1st Class Fully Tracked (incl's safe place option) Payment method: REMOVED sorry forgot refund postage -£5.95 Refund: -£63.85 Total: £69.80 £0.00 Print: Open print view in browser SEE FULL REFUND GIVEN YET YOU SENT A RUDE EMAIL!

Email transcript prior this customers review. >> No, I said I had put it forward for refund. Refunds get actioned every 10 days! So I added you to a list to action refunds! Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review From: Gillian Gilmour Date: Thursday, 6 January 2022 at 22:11 To: Elise Subject: Re: Your Maison White order #205485 has been refunded You also told me the other day it was already refunded which it hadn’t been. Glad it is now!!! Thanks Gill Gilmour >> Please see my last reply, you have been refunded in full! Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review From: Gillian Gilmour Date: Thursday, 6 January 2022 at 22:09 To: Maison White Subject: Re: Your Maison White order #205485 has been refunded I see it’s been fixed thanks. Gill Gilmour >> Please see second email I had to refund it separately, they were done within minutes of each other!! Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review From: Gillian Gilmour Date: Thursday, 6 January 2022 at 22:08 To: Maison White Subject: Re: Your Maison White order #205485 has been refunded Is there a reason I’ve been charged for postage? Is that an actual joke? I’ve been charged for postage on an order I didn’t receive? Shocking! It was bad enough not getting the stuff and it being for my wee girl but the actual audacity to charge me for the postage is shocking Gill Gilmour >> Hi Gillian Thanks for your email, I have already initiated the refund, as previously this will be with you within 14 days Kind regards Elise Maison White www.maisonwhite.co.uk On 04/01/2022, 11:19, "Gillian Gilmour" wrote: Good morning Elise it’s now been 2 weeks since I didn’t receive my parcel it was due and still saying the same thing. I have obv paid for I would appreciate you intimating the refund thanks >> Hi Gillian I can set your order for a refund, however Royal Mail will class this as lost until Friday - the have a caveat of 7 working days! Your refund will be processed within 14 days once this has been actioned. IF the parcel turns up please return it to us, you can do so by taking it back to the post office as return to sender. Kind regards Elise Maison White www.maisonwhite.co.uk On 28/12/2021, 13:56, "Gillian Gilmour" wrote: Hi there my order is still tracking as out for delivery that’s been a week now. It’s too late for Christmas presents anyways now. So will I get a refund as I haven’t received the goods? Thanks Gill Gilmour

“worst online check out EVER HAVE BEEN shopping online for 15 year and this was just rubbish rubbish rubbish could not purchase goods”

Helpful Report

Hi Lindsey Strange you’ve never been a customer of ours, in fact you could be useful and tell the problem was. Your email said you had 25 years experience of buying online.

“Ordered a Jellycat Gorilla…..got sent a Sloth🤦‍♂️”

Helpful Report

“The phot of the dog bed no way represented what was sent ! 2 labs in bed … it’s too small for my medium sized lab.”

maisonwhite.co.uk 1 star review on 8th November 2021

Helpful Report

“The hat I received is not what I expected and I wish to return it and get a refund, but no paperwork about returns. Not satisfactory.”

Helpful Report

Perhaps you have the wrong company - as we do not sell hats?

“I had the last reduced pug ornament apparently. It was not advertised as being damaged. There was a deep scratch over half an inch long on the elbow of the ornament on arrival. I contacted maisonwhite to ask for a discount as the item was damaged and the female member of staff stated it was reduced and the last one they had. Even though it was reduced because they didn’t advertise it as damaged I think a further reduction should have been given. The female I spoke to was not bothered at all. Disappointing”

maisonwhite.co.uk 1 star review on 25th August 2021

Helpful Report

Thanks for your review. It was advised to you that it couldn’t be reduced any further and we offered to collect the item at our expense if you did not wish to keep it. You decided to not take this up. The price was already discounted by £20 off the original £56 price. The items are handmade and hand painted and from your image there was a small scuff on the arm, this was not noticed when we sent it to you, and from the picture we did not feel was a fault but was happy to collect from you at our expense for a full refund. You had also previously contacted us asking us to send this to you free of postage charge as you said it was a gift and you were putting your own money towards it and didn’t want to pay any more, again it was explained to you that this was not an option, as free delivery is offered over £50. And the item was under this.

“Awful customer service and appalling quality curtains. They are completely see through, the backing on them so thin its like tracing paper. Not worth the cost whatsoever. I returned these immediately. Customer service was rude saying they wont send a free return label and luckily paid through paypal who paid for the return. Thank goodness for decent companies like paypal. I will NEVER order from Maison White again. Never heard of them prior to this order and never again will I order.”

Helpful Report

Thank you for taking the time. For all that want to see the history here is the transcript of our email exchange with Natalie, nothing rude in our response at all. We are one of many retailers selling these products and never had one complaint. Make of it as you will! Very happy that we will never have to bear this appauling customer behaviour and attitude again! Transcript; Absolutely no way am I spending my own money to return these. I would like a return label or I will take this up with PayPal. How dare you sell something as such poor quality for £60 a curtain and then claim the buyer loses out returning then and if they so much as dare to be opened you take even more money away?? Sorry this is against trading standards and is fraudulent. No they aren't blackout but there is no such lining on them either. The lining is the lowest quality cotton and a piece of a4 paper would have more thickness. I'm quite frankly disgusted in your company. I've never heard of it and obviously this is why as if this is how you treat customers it's a wonder your even in business. On Wed, 28 Jul 2021, 13:51 Elise, wrote: Hi Natalie Thanks for your email I am sorry. To hear you are disappointed with the quality of the curtains, we have not received a complaint about these before. They are not described as blackout curtains, so I am unsure why you feel they should black out. They are lined curtains with 100% cotton lining We do not offer free returns, but you are welcome to return then products you do not want for a refund, the details can be found here https://www.maisonwhite.co.uk/delivery/ Please note: In the event that you have removed any items from their packaging and they are not repacked in their received state a repacking charge will be deducted from any refund. The repacking charge is 15% of the product cost. Any questions please do let me know Kind regards Elise Maison White www.maisonwhite.co.uk From: Natalie Abbott Date: Wednesday, 28 July 2021 at 13:44 To: Subject: Re: Your Maison White order is now complete Hello, I have just received these but they are appalling quality. They are completely see through. The backing on them is such thin low quality is is shocking. I would get better blackout using paper. I would like a return label to return these please.

“Still not received my item despite lots of emails , I would like my money back Postal number JC107876625GB”

Helpful Report

Hi Sarah Ive replied to every email and now you have a left us a negative review which is unfair. I asked you, when I forwarded the order confirmation at your request if your address was correct as I did not believe the address you supplied when you placed your order was correct. You had put the billing postcode in the delivery address, or used a different 1st line address to the postcode? This is not for us to know. It is for the customer to check their details for delivery are correct. Once the item has been sent we cannot action any changes. On some occasions items do make their way to the correct address, if there is an obvious letter or spelling mistake, but for a parcel to land in the right place, the postcode needs to match the area and road name. Please see attached screen shots of the correspondence, I cannot find any reply from you to my emails The delivery has now been returned to us, which why it says delivered… please review the below tracking information, which is shown on your tracking link https://www.royalmail.com/track-your-item#/tracking-results/JC107876625GB . It has been returned to us due to no such address. The 3rd screen shot shows the address you supplied Tracking history Monday 19 July 2021 10:11 Delivered by Oxford East DO 04:26 Due to be delivered today by Oxford East DO Sunday 18 July 2021 12:29 Item Received Swindon MC Saturday 17 July 2021 08:44 Item Received Southampton MC 04:22 Item Received Southampton MC 04:08 Item Received Southampton MC Friday 16 July 2021 09:16 Item Received Southampton MC Thursday 15 July 2021 16:23 Item due for Redelivery to neighbour 09:25 Item Received Shirley SO DO 06:20 Due to be delivered today by Shirley SO DO 05:17 Item Received Southampton MC 02:07 Item Received Southampton MC Wednesday 14 July 2021 10:02 Item Received Shirley SO DO Tuesday 13 July 2021 20:19 Item Received Southampton MC 06:50 Item Received Southampton MC Monday 12 July 2021 10:33 Item Received Bitterne Manor DO 06:44 Due to be delivered today by Bitterne Manor DO Sunday 11 July 2021 05:39 Item Received Southampton MC Saturday 10 July 2021 07:12 Item Received Swindon MC Friday 09 July 2021 17:33 Sender despatching item Kind regards Elise From: Sarah Fair brass Date: Monday, 19 July 2021 at 17:15 To: Elise Subject: Re: Order Still received my order , despite Post office saying it’s delivered. JC107876625GB Sent from my iPhone On 14 Jul 2021, at 10:56, Elise wrote: I will forward your order confirmation Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review On 14/07/2021, 10:52, "Sarah Fair brass" wrote: Hello I recently placed an order Royal Mail seem to be having A problem with delivering Cannot find original invoice Can you confirm delivery address For me Mrs Sarah fairbrass Sent from my iPhone

“It’s not your fault, but I haven’t received the item. Royal Mail delivered it to a completely different address and a complaint has been raised. In the meantime, it’s my little girl’s birthday without one of the gifts she’s asked for.”

Helpful Report

Hi Dave Thanks for your negative review about us, it is a shame to receive - especially when as you even say its not our fault. Given the opportunity, we would have happily helped you had we known about the fault that the Royal Mail post person had made. Thanks Maison White

“just recieved an email to review when I have 1. still not received my item and 2 not heard back from customer service”

Helpful Report

A bit harsh leaving a 1 star review, you can see your order was dispatched same day and although their seems to be some issue with Royal Mail, it is hardly our fault and we are still within the given time period for delivery. I am sorry we did not respond to your email as promptly as you would have liked but we were waiting for an update from Royal Mail (they do take their time), again sorry we did not acknowledge your email and have dissappointed you so much.

“Ordered a peace of wall art and it was delivered Al smashed up”

Helpful Report

Hi Mark Thanks for leaving a 1 star review :( you have called us twice and we have tried to help you. Its a shame you feel the need to reflect our service so negatively when we have tried to help. The product was adequately protected and it’s a shame to hear the courier has not handled the item in the way we would expect. we didn’t personally send this smashed up as you described and it can only have happened in the courier system. With delicate wall art sometime this happens and the burden is ours. The courier will not refund our costs. So far we have been trying to help you with regards to issuing a refund but you have yet to send us the image of the damage, we cannot issue this until the image has been sent and reviewed.

You video has now been received and reviewed and we have issued the refund on this for you.

“I would like to suggest a much needed customer service course for staff. All faults blamed on the customer, and full of excuses. Very unpleasant to deal with.”

Helpful Report

Hi Rebecca Cocks Thanks for leaving a review. I am sorry you do not agree, you supplied the address and we delivered to the address you gave us. We sent you an order confirmation, this had the delivery address, which we sent your item to. It is up to the customer to check their details and order is correct, we are not mind readers and cannot guess you may want items sent to a different address. This is the point of sending order confirmations, we can always change details of customers have made a mistake. Unfortunately as explained this cannot happen if we have dispatched the items as per your order. The first we knew about your error was when we received your email, telling us we had sent the item to you and not your friends address - this is obviously the first time we have known about your friends address, as I checked we only ever had what was your address. We explained it may have been a PayPal issue,a payment method you chose and you felt this was still our fault. You feel we should put a warning note on our website?? PayPal asks you to check the address and confirm. So this is what you did. We are not liable for you not checking your details correctly and I am sorry you feel this does not meet your customer service standards Kind regards Maison White.

“Paid for gift wrap and a card. Item came in an un gift-wrapped cardboard box. I was not impressed.”

maisonwhite.co.uk 1 star review on 3rd January 2021

Helpful Report

Hi Adrian Thanks for your negative review. We have not heard from you about this. I'm afraid you are mistaken we don't offer 'wrapping'. This was never sold to you. You did however order a card with the following message, I trust this was included. I am sorry you are happy, but simply do not offer a wrapping service, only cards. Maison White

“Received e-mail from Maison White that my order had been despatched on 3 December 2020. Today, 11 December it still has not arrived. I tracked it with MW but was advised that I should be patient the Royal Mail is busy at this time of the year. Would like to review further but, of course, I have not seen the product yet.”

Helpful Report

Thanks for leaving the 1 star review, I’m sorry you felt the need. This is clearly royal mails delay, not ours, we have sent the parcel, provided you with the tracking details and trusted them to complete the delivery. Ultimately it is our responsibility to ensure it is delivered and that we will. However as explained to you in the email, the time deliveries are taking at the moment, is longer due to numerous factors. Such as post Black Friday, Christmas and the pandemic, many Royal Mail centres are struggling to keep up with demand. And unfortunately some customers will feel the brunt of that. We’re in exceptional times. I can only apologies for the delay you are facing and how disappointed you must feel. Hopefully you will have your order soon.

“Item arrived damaged Item finally collected - the man just turned up I wasn't arrived of collection still waiting for replacement i have had to chase for news etc no proactive management by company Think their customer service manner is quite brash too they don't say sorry for the trouble etc (but I thought that was just to me) but reading their replies below demonstrates their cultural dislike of customers I would say! Their reply to the jellycat lady is just not nice!”

Helpful Report

“I have to say that I am very disappointed with the purchase. I would have thought that they would have been packaged better. I purchased these for 2 of my grandchildren for Xmas and for what is charged for the teddies I expected them to be individually packed and not just squashed together in a plastic bag. I will have to make my own packaging to make them look nice 🙁 perhaps this is something that needs addressing with Jellycat as it does give them a good image .”

Helpful Report

Hi Iona Thanks for leaving such a negative review, you purchased these items from us at a cheaper price than you would have at Jellycat directly. Jellycat do have gift packaging, but only supply these t if you buy from them as a custome. They do not provide them to their retailers. You were charged less than the RRP and was NOT charged additional £ for any form of gift packing or packaging. I would suggest you complain to Jellycat if you would like to see retailers giving out this 'extra' packaging. We never said we would provide gift packaging with these items. I'm sure you will make them look wonderful and the recipients will love their new lovingly chosen toys. We have chosen, as a company, to send our items out in the post, in the packaging we use which will protect them as they travel. That is the only purpose it serves. Any more than that then we have an environmental impact for our children and future generations will have to deal with. Because frankly we have been a wasteful society. We stand by this full heartedly which is why our packaging is made from recycled materials or can be recycled. I'm sorry if you feel the packaging is more important, and if that is the case, then please buy directly from Jellycat where you will get bags supplied with each toy. If you want to return these to us, then please do, you have 14 days from receipt to let us know that is you intention

maisonwhite.co.uk is rated 4.9 based on 8,104 reviews