maisonwhite.co.uk Reviews

Name: maisonwhite.co.uk
Rating: 4.86

4.9 Rating 7,628 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

4.9

Based on 7,628 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.

Visit Website

Phone:

01491835167

Email:

contact@maisonwhite.co.uk

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maisonwhite.co.uk 5 star review on 18th September 2025

137

Anonymous

Anonymous // 01/01/2019

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

“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. .

“Still not received”

Helpful Report

Thanks for your email and the negative review, your parcel was delivered on the 7/3 https://www.royalmail.com/track-your-item?trackNumber=32048549100013C02EBFF

“My item did not work.”

Helpful Report

Hi Sharon Thanks for leaving a negative review, we're sorry the faulty 'GUND light up whale' which you received has left you feeling so bad about us. I spoke to you when you called and explained unfortunately, albeit very rarely, item's will have faults, we generally pick up any visible ones and contact the manufacturer, we haven't had this issue with this whale before before. We're unable to test the products before leaving us as that would make them look 'used'. Which wouldn't look very good. As this was our last one in stock we have offered for you to return the light up whale at our cost for a full refund. We are currently waiting for the receipt of postage and return of the whale. Kind regards Elise

“Still not received items after waiting more than a week.”

Helpful Report

Hello Kate! We have responded to you via email. Incase you didn't get it it's here below Maison White Mon 16/12/2019 14:53 Kate Walker Hi Kate Thanks for your email, I have tracked and mono attempted deliveries yet. We would have expected delivery by now, it could be that Royal Mail are over whelmed so some deliveries are taking longer. I will raise a complaint, its make take a couple of days for them to get back to me. I am sorry for any inconvenience Kind regards Elise

“placed my order 4/12. still have not received it today 13/12. no updates only this to ask for a review....”

Helpful Report

Hi Susan I am sorry you felt compelled to leave a negative review, we have not had any other correspondence from you. I have checked your order, it was dispatched on the 6th December and according to the tracking link https://www.royalmail.com/track-your-item?trackNumber=3204854910001127FCF25 delivered on the 9th December! Kind regards Maison White

“Still haven't received the product”

Helpful Report

Hello Dylan Thank you for your negative review. We do appreciate hearing from customers if they have not received expected goods, as we can track them. However we did not hear form you. Please see the link below, your order was attempted to be delivered on the 9th but there was no one home. Royal Mail should have left you a card to let you know of this fact. Sadly that is out of our control if they did not. Please complain to the delivery office if this is the case. We hope you can arrange for redelivery or collect your parcel https://www.royalmail.com/track-your-item#/tracking-results/320485491000110D026E4 Kind regards Elise

“Dreadful packaging. Toy was badly bent into too small parcel.”

Helpful Report

I am sorry to hear you are not happy with our service, however we try to use as little packaging as possible, it is a soft toy and the packaging used was of a suitable size for the nature of the product, a soft toy. Kind regards Maison White

“I paid extra for first class postage but my item was sent second class. This meant I did not receive my order on time and also meant I couldn’t be home to accept delivery. I emailed Maison White to inform them and I did not get a reply.”

Helpful Report

Hi Sarah I have just checked our emails, junk as well, and don't have an email from you. I also checked the post and we sent on the 2nd Sept via RM24 which is 1st class. The tracking shows it was delivered next day https://www.royalmail.com/track-your-item#/tracking-results/3204854910000E3771585 The item was ordered at 10am and delivered the next day by 2pm.im not sure what more we could have done. We are sorry you are not happy with that and felt compelled to leave a negative review. If you have proof this was senr via second class then please let us know as it would mean royal mail have lied on our system and on the tracking system above. Thanks Elise

“Very poor! I received the wrong order, asked to send the wrong item back which I did. A refund on that postage was promised I haven’t received anything 48 hours later. And my original order which I was promised 1st class on Monday has not arrived again over 2 days later. Not a happy customer”

Helpful Report

We are extremely sorry for the error in sending your order which got cross labelled with another. A human error. We also failed to put it right as promised due to extenuating circumstances. Hands up, we have failed on this occassion which is not our normal high standard of service. We shall put things right and hope that you are satisfied in the end. I can only apologise for the inconvenience . Kind regards Ron Maison White

“Placed an order on 29/1/2018 with express 48, delivery should have been on/by 04/01/2019 (had a text message to confirm delivery). Did not recieve item. Had another text today to say will be delivered today and guess what ... has not arrived. Very disappointed in the service. Will not order from this company again! Beware !”

Helpful Report

Dear Mrs Peak Parcel Force are generally very very good, so I am not sure what has happened on this occasion, I have copied this email to my account manager to see if he can shed any light on it. https://www.parcelforce.com/track-trace?trackNumber=PBIY1753157001 My attitude is purely in response to your attack. Normally we would be given the opportunity to investigate, but you went straight for the jugular! As you can see from our reviews and post on our website we go to great lengths (above and beyond) to provide excellent customer service, so yes I take it very personally when we are blamed for something as in this case. There was no postal collection service (by Royal Mail or Courier) from the 29th December, you order was dispatched as soon as we possible could. Ultimately, I truely hope you are happy with your purchase in the end. Kind regards Ron From: Antt Peak Sent: 07 January 2019 20:18 To: contact@maisonwhite.co.uk Subject: Re: Delivery Thank you for your swift reply. Why do I keep getting messages of delivery and then nothing arrives? A gesture of good Will maybe, but your attitude is far from pleasant in your response email. I Will happily copy and post you reply and apologise for my hasty comments as I suppose I’ve only waited 9 days for delivery so I should maybe be more patient , express or not. Do forgive me and I will sort out the review. Have a good day. Sent from my iPad On 7 Jan 2019, at 20:09, "contact@maisonwhite.co.uk" wrote: Dear Mrs S Peak Thank you for your email and hastily posted negative review!! To be very clear you did not pay for 48 hour delivery, you opted for economy post which is 3-5 working days, I sent it by Parcel Force 48 as a gesture! I am not at all happy with your email, comments and accusation or negative review, if you are so unhappy with our service please return the order and I will more than happily refund you!! Ron Maison White From: Antt Peak Sent: 07 January 2019 19:33 To: contact@maisonwhite.co.uk Cc: Antt Peak Subject: Delivery To whom it may concern I ordered angel wings on 29/12/2018 Order number #38627 On the 2nd of January I received a text message saying my item had been dispatched by expresss48 and would be delivered on/by 04/01/2019. The item still has not arrived despite receiving another text today saying it will be delivered today. This is very very poor service and I and extremely disappointed in your company. Maybe you need to re think your choice of courier. Please can you tell me where my order is and when exactly it will be delivered. Apparently it’s still in delivery depot as we speak! . So I can only imagine it’s going to be another few days yet!. This is far from a 48hr hour express delivery. Regards Mrs S Peak Sent from my iPad

“Unfortunately the description of the product we ordered was very inaccurate to what was detailed on the website, as well as the image. It’s very disappointed as we spent a lot of money on shipping and for this product with the exchange. The image is not reflective of the actual product, nor the sizing. Much, much different. What made matters worse is when we inquired about these concerns. We were told that every other customer has been satisfied so our concerns were irrelevant. Very poor understanding of trying to understand a customers concerns. Our concerns were not addressed. Was very excited for this product. Complete disappointment in dealing with this vendor.”

Helpful Report

As per our emails I am totally confused. I can categorically confirm that the images, description and sizing on our website for the item you ordered is 100% correct, with no ambiguity. As I said in my email we are the premier seller of Parlane Angel Wings and if our description, image etc was so different to the actual product then the issue would have arisen over the 500 or so of these items we have sold in the last 10 years. We have not had one complaint, just several very satisfied customers, delighted with the product. I asked you to send me a photo image so I could understand your issues and respond to you. I can only surmise that you ordered the wrong item than you were expecting, but we shipped the item you ordered. I have offered to refund you, but I am afraid the cost of return would be at your expense.

“I have made contact with your department and had a very quick response from Ron regarding my delivery, who has assured me it is on its way but as today 19/12/2018, I have no received my item.”

Helpful Report

Hi Linda I can confirm, re-assure you that your parcel was dispatched on the 12th December by the postage you selected, Economy which is usually 3-5 working days, naturally it could be a little longer at this time of year, very much depends on your local postal area. I am sorry you have not received your item as yet but we are in the hands of the carrier (it wasn't a tracked service, so I have no way of checking where your parcel currently is), I hope it arrives soon. Kind regards Ron

“Fabulous!”

Helpful Report

Thanks for your review, although I think you missed some stars lol

“I paid for 24 hour tracked delivery , no tracking number given when order dispatched and arrived with 48 hours not 24 . Not happy with delivery.”

Helpful Report

A bit harsh! You placed your order at 7:04pm on the 8th, it was dispatched on Friday the 9/11 Tracked 24 and according to tracking link https://www.royalmail.com/track-your-item#/tracking-, results/QJ210265983GB delivered on Monday 12th at 11:19am, that is 1 working day. I apologise if you did not receive the tracking notification it is supposed to be automated by Royal Mail, I wil take it up with them.

“Received an incorrect item, left a voicemail, no one has got back to me.”

Helpful Report

Hi Angela I am sorry to learn of your complaint via this review. We do not have a record of any messages received on our answer phone. Can you email us at contact@maisonwhite.co.uk with details of the item received so we may look into it. Thanks Ron Maison White

“There is a hole in the back of the unicorn. Too sad, I found the hole after I removed the tag. If not, I would return it.”

Helpful Report

Never received any email from you to advise of the fault which could have been easily rectified. If the item is faulty you can still return it regardless and I can send you a new one.

“Sorry I was not quick enough to press the stars. It’s was a first class service and I was well pleased with everything.”

Helpful Report

That's fine Patricia, most people read the negative reviews, so all good. You can leave 5stars on your next purchase :)

“The company basically refused to exchange a part of my order unless I paid to return as well as pay for extra postage for new item! I have NEVER had to do this with any other company - the replacement item would be sent free of charge if I already paid postage once, then paid to return the item that wasn’t suitable. So I kept it and will not be shopping here again”

Helpful Report

Dear Jenny I am sorry you were not satisfied. But to clarify your original order was sent to you free of post, you did not pay for postage. You wanted to return one item, as you did not like it, (there was nothing wrong with the item) so naturally the cost of the return would be at your expense. I offered to refund you for that item and merely informed you that given the replacement order value/item would fall below our free post threshold of £15 you would incur the postage fee for the new order. I cannot see why under these circumstances you would expect the vendor to foot the additional postage expense to send another item to you. Kind regards Ron Maison White

maisonwhite.co.uk is rated 4.9 based on 7,628 reviews