maisonwhite.co.uk Reviews

Name: maisonwhite.co.uk
Rating: 4.86

4.9 Rating 7,384 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

4.9

Based on 7,384 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 6th June 2025

134

Anonymous

Anonymous // 01/01/2019

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

“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

“Wrong item dispatched still waiting”

Helpful Report

We sent you a postage label on Wednesday so you could return the incorrect item. We have not yet received a confirmation from you that you had done so, as we would usually arrange a collection. At this point we send out the correct item 1st class... However we have already dispatched the correct item 1st class today VY454007484GB Thanks for your patience. Maison White

“Will never use this company again, quality of item was poor and bedding didn't match curtain material. Despite this unable to return. Customer service non existent”

Helpful Report

Hi Glayne Thanks for your review, we responded straight away to your request to return the Sophie Allport Sheep Bedding you purchased from us. I note we did not supply you any curtains or material for curtains so I cannot comment on the difference here. Nor is it stated that the bedding is a match for curtains or material you may have. You were informed before you purchased the bedding and in the terms and conditions which you agreed to when purchasing that the bedding is not returnable. We responded to you timely, so its a shame you think our customer service is non existent, I appreciate you didn't get the result you expected to receive when you decided you did not like the item. But it was made clear before purchase. Our transcript below. "As below we do not accept returns on bedding due to hygiene, and as I have already said this is described on the product page, on our returns detail and in our terms and conditions. All available to the customer prior to purchase, you would have also ticked the box confirming you had read the terms and conditions of sale. I don't understand why it doesn't match the material? It's a brushed cotton. This too is also described on the page. The pattern is there for you to see in the images. Sophie Allport make a whole host of products with their various designs. Kind regards Elise Hi Elise Do you mean you don't except? If this is the case you need to be more specific in your advertising and stress this plus you need to advise your customers that this bedding does not match the material of the same design and if VERY poor quality Regards Glayne On Wed, 28 Oct 2020, 15:22 Elise, wrote: Apologies, error in first email Hi Glayne Thank you for your email, however we do NOT accept returns on bedding due to hygiene. This is detailed on the product page, within the terms and conditions and on our returns page. Kind regards Elise From: glayne Date: Wednesday, 28 October 2020 at 15:20 To: Subject: Return item 94964 Hello please be advised I am returning this item as I am disappointed with the colour of the item Regards Glayne "

“The duvet cover set was not as nice as the photograph so I asked to return. It was not taken out of its packaging but they would not accept return”

Helpful Report

“I didnt get my object and I don't know how to contact you, i cant call cause I'm not from Greece”

Helpful Report

Hi Theodora Our email address contact@maisonwhite.co.uk, is clear across our website and is the easiest way to get in touch if you don't have a phone to call us from Greece. You would have received the tracking information from Royal Mail but email https://www3.royalmail.com/track-your-item#/tracking-results/RS753395318GB Please review it, they say the address is wrong, and its been back and forth, and they tried to deliver on the 21st September?? please review the tracking above and let me know. If you can Kindly check your order confirmation hat your address is indeed correct or wrong?

“You only sent me 3 of the 4 things I ordered. I have emailed you and you have not replied.”

Helpful Report

Hi Sophie Thanks for your email (only found as you mentioned in your review). Unfortunately it ended up in the Junk Mail (Hotmail don’t like our emails), so I am very sorry we didn’t see it and then felt you needed to leave us a one star review ☹ We will gladly fix this for you though, the missing Giraffe will be dispatched tomorrow Kind regards Maison White

“One of the item was wrongly delivered. Email sent but no reply. Very disappointed with your services. My order no. is #86581”

Helpful Report

Hi Ruby Thanks for your review, however I am not able to find any email from you? Could you kindly email us at contact@maisonwhite.co.uk and let us know the problem so we can sort. Kind regards Maison White

“Whilst I was pleased with the speed at which the products arrived, unfortunately 1 of the items is faulty. I contacted maisonwhite immediately with photographs of the item (which has been incorrectly stitched) and asked if I could arrange for the faulty item to be returned and a replacement item to be sent. To date I have not received a response or even acknowledgement of my email. I would have expected even a holding response within a day or two. So the customer service so far is disappointing.”

Helpful Report

Hi Claire I received your email complaint and immediately contacted Jellycat for their response on the matter, unfortunately I have not as yet received a reply, which had I, would have prompted a response back to you, sorry I did not keep you in the loop. However I did have a look at my remaining stock and found the same issue although it is hard to tell from the nature of the product how they should sit. So as yet I am yet to ascertain if it is indeed a fault or not. I do not wish to put you to the inconvenience of returning the item for inspection, if that is how they are. I will chase Jellycat again. Best wishes Maison White

“I never received my package.”

Helpful Report

Hello Spencer Thanks for leaving a negative review. I'd like to note you have also only just emailed us (after leaving a negative review), letting us know that your package has not yet arrived. We will gladly help locate this parcel but leaving a negative review whilst also emailing isn't helpful. I have tracked your parcel https://www3.royalmail.com/track-your-item#/tracking-results/RS753393816GB and it is in Transit. At the moment we are seeing some parcels taking longer than usual. This is NOT our fault as a company, this is the carrier and the slight issue of the worldwide pandemic we are currently all facing. Your order is on its way and we would advise you contact the carrier it is now with directly in America for further detail Your patience with this is appreciated Kind regards The Maison White Team. .

maisonwhite.co.uk is rated 4.9 based on 7,384 reviews