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

“Order arrived damaged, these things happen, contacted Maison white spoke to a very nice lady who said take a picture and send email. I did as instructed expecting a replacement but no I was told a refund was arranged but they wouldn't send a replacement Incase it happened again?”

“I have still not received my order after a month. This was meant to be a gift so I am very disappointed it has not arrived. I have also not received a reply to any emails about the order.”

Hi Lily We contacted you as your parcel was returned to us the address you provided was incorrect. The address was supplied by you. We ave not heard back from you. Though I can now see an email in the inbox, likely instigated by this review request. The review is unfair, given the mistake was yours and we have not heard back from you! Kind regards Maison White

Order placed on 7th Feb (today is the 29th Feb) Dispatched on the 8th Feb Received back to us on the 19th (FL136610580GB) We emailed you on the 19th to ask if you would like them resent.

“The two products (Jellycat Aubergine) I bought are of bad quality (with pictures as evidence). Maison asked for a return. But they only issued a partial refund and asked me to pay for the postage of return. The customer service kept emphasizing that they had not encountered customer complaints before and my shopping experience was an outlier. After returning, Maison did not accept that the products were bad. I feel uncomfortable with this shopping experience”

You raised this 11 days after receiving the items, first you said 3 were faulty but then only returned 2. We said we needed to inspect on return as from the hundreds previously sold we had no previous issues and none since. We inspected the return and they were not faulty (this is just your opinion), hence why you need to pay postage.

“I was sent the wrong item altogether but still charged for it even though the item I was sent was cheaper than what I had actually ordered. I would’ve preferred you cancelled my order if you didn’t have sufficient stock? Please contact me regarding how to return.”

Hi Louise Thanks for your review I am sorry to hear this, sounds like an error. As we don’t intentionally send out the wrong items! 😩 We are/would have been happy to correct this had we known. However I cannot see any contact from you regarding you receiving the incorrect item. Please do send us an email with an image of the wrong item and we can correct this for you. Merry Christmas Maison white

“My parcel has been stolen”

“The amount of pieces to put together on this shop was ridiculous. Need a tradesman”

Thanks for your review - it seems you have left this review about us as a company! Rather than the product which is the shop made by Le Toy Van! The wooden toys are flat packed and whilst we very rarely get complaints about putting them together Le Toy Van are very helpful in assisting with instructions if required. I appreciate the frustration in putting some of these things together. Some are simpler than others! They have videos on YouTube as well. If we know about any issues we will also do what we can to help. Hopefully your little one will still love their fun toys you have chosen for them

“Have emailed with a faulty item but still no response from anyone”

Hi Hannah We received your email Sunday PM - and have been in contact with the supplier to see if we can get you a replacement, I am sorry I haven't got around to emailing you to inform you of this yet, it's been very busy - so I only get a chance to do this in the evenings (small business and all!) Unfortunately this item has been discontinued, so we are unable to replace this. Your order will be refunded in full. Again, I am so sorry we were not quicker at coming back to you, but unfortunately I do have to wait for responses form the supplier. Maison White

“Scam. Bad website and rip off”

Inflamatory and derogatory review without reason! You ordered from our website, we shipped the goods. That is all we can do! We have no control over customs charges, so nothing to do with us! You send a polite email regarding the situation and at the same time leave this review, what is you objective???

“Quick quick very quick awesome fast great service very fast delivery.”

Thanks for your review, I wonder what we need to do to make this more stars... ;) We're glad to hear it was quick and a great service

“Delivered incorrectly by Royal Mail. No replacement items offered.”

You only entered your house number and town on the order, so address was incomplete. You would have received an order confirmation after placing the order, had you asked us to amend the address it would have pre-empted this issue. We advised you that we had raised an investigation with Royal Mail as to where the parcel was delivered. Given the circumstances we can not send replacements due to your incomplete address until the investigation is resolved. Leaving a negative review, given the above is not really fair or justified. We will not now send replacements but will refund your order once we hear from Royal Mail.

“Despite the fact that I put my postcode in perfectly and also not to mention the name of my house, Maisonwhite managed not to be able to find my house and therefore I could not get my parcel. I tried to refund my order but no, I wasn't allowed to so now I have lost money. I am never using Maisonwhite again. A truly rubbish company.”

Hi Will Thanks for your concise review. Yes you did write your postcode perfectly, however the customer is responsible for providing your FULL address, th full address I needed for Royal Mail to locate you. They cannot guess where you live. Therefore we have to disagree, with your comments - It was you did not supply your door number or house name. We send order confirmations, so our customers can check that what they ordered is correct and that it is going to the place they want it to. We are not mind readers and cannot guess if a customer has put their correct address or not. You have been issued a refund for the item "Refund #291672 - August 14, 2023, 3:20 pm by Maison White" which you were notified about. We would absolutely back your decision not to shop with us again. Have a great day Will

“The lady I dealt with about my item being delivers in the wrong address she was quite rude . It does not encourage me to make another purchase from this company.”

Thanks for your review. We had simply shown you that we had sent it to the address which you provided when you ordered. You then proceeded to tell us we had delivered it to the wrong address. When in fact, you had not given us your correct address. The address which was on the parcel and on the order confirmation matched, we cannot fathom why you believe this is our fault or feel the need to publicly blame your mistake on us. We cannot guess your correct address, or even known you had given us the wrong address. It is up to the customer to ensure the address they provide is correct. The conversation below and went on to help locate your parcel via Royal Mail. We have heard from Royal Mail, that you have now spoken to the delivery officer and retrieved your parcel from the address it was delivered to. Maison White Currier said that that is not the correct address printed on the label. Plus, the lady downstairs knows me and my name. I have had things delivered to her address in the past and this never happened before On Thu, 20 Jul 2023 at 12:15 pm, Elise wrote: Hi Thanks for your reply. That’s not the address you supplied (as per your order confirmation below). The postage label is attached to show what was used to send your parcel as per your instructions, including safe place options. Here is the tracking link showing the delivery – including the GPS location, an image and any contact about redeliveries which you have made with Royal Mail https://www.royalmail.com/track-your-item#/tracking-results/FR253627265GB Kind regards Elise Maison White www.maisonwhite.co.uk (customer address info here). But I asked for it to be delivered to either 33 or 39 if I was not at home. I asked the lady at 33 who lives right underneath my house. Nope she did not receive it. And currier confirmed that that was not the address printed on the package On Thu, 20 Jul 2023 at 12:04 pm, Elise wrote: Hi Gilda Thanks for your email. Can you kindly confirm your address. Kind regards Elise Maison White www.maisonwhite.co.uk Good morning. My item did not get delivered. I contacted Royal Mail. They said they did deliver it. I called the currier and they said that the sender printed the wrong address on the package. Can this be corrected please? I went above and beyond to get this on time for my child’s birthday on time

“My return email has not been answered. Your company's efficiency is worrying”

Haven't received any emails from you otherwise we aould have replied!

“Item ordered as a gift but received wrong item. Had to be returned before correct item sent which meant ended up being a belated gift. Very disappointed.”

Thanks for leaving such a 1* review - you seemed kind and understanding in your email. So it's a real shame to receive this. For openness, have detailed the situation below We held our hands up and apologised, and did what we could to make it right! We responded to your complaint within 3 minutes of you sending the email to let us know there was an error. You did not mention anything about a gift (not that it changes anything) You sent the item back to us the next day and we dispatched the correct item 1st class to you, without delay! I am not sure what more we could have done to correct our mistake. And a mistake is all it was :( We replied to you instantly, and offered the quickest solution - no company offers exchanges without a return. If they do then they are holding your card details - which we do not do. Again we are so very sorry that you were very disappointed.

The correct item was received by you today which is well within the delivery window we advise you to allow, so totally unfair to award a 1 star review, and to be disappointed in us due to it being a belated gift, we corrected our error with top priority and it was still delivered in the advised window!

“Item never received and still waiting for a refund”

Thanks for posting a review. I think it’s fair that we share the rest of the story if you feel the need to leave 1* reviews. You had contacted us earlier this week to let us know that your parcel tracking was stated ‘delivered’ but you had not received it. We promptly contacted Royal Mail on your behalf to find out what had happened. They said it had been ‘missdelivered’. It was at this point you demanded a refund as you didn’t have it. We had already responded to say Royal Mail would retrieve and redeliver. We received notification from them that they had successfully retrieved your parcel and delivered correctly. We emailed you to let you know that if you wanted to return the item we would provide you a free returns label, to return the parcel as a courtesy. You informed us that you had not received the parcel. When Royal Mail had stated that they had delivered. We have entrusted Royal Mail to deliver your parcel, they are the ones that have failed here- yet your short, sharp emails and frustration is based at us. I appreciate you have an issue with the delivery and we are doing what we can to rectify the issue (it’s not as simple as demanding a refund) and we appreciate you are clearly so let down by the experience. But I can only see we have been prompt in responding and trying to solve the issue by getting the parcel to you. We will ensure your local delivery office know that you still claim to have not received the parcel. If they cannot provide proof of postage we will proceed with a claim with them and most gladly refund your order!

“I have not received my package yet, it says it has been returned to Maison White but I have not been contacted about this and not received a refund.”

You give a 1 star review and then you subsequently send us an email, if you check your order there is an incomplete address which explains why. How are we supposed to know to make contact with you? We have not received the return yet hence no refund. Not happy with your review at all! Totally unfair. Best wishes

“Well packaged,delivered on time.”

We have high expectations but… 😂😂 Hopefully this was supposed to be more than one star. Do let us know if there was any issues that meant we only got the one Best wishes Maison White

“Not good customer service I found rude on email”

Thanks for your review. Here is the conversation: to be 100% transparent. Your email: Hi there I’ve just received my jellycat order and I’m not very pleased around the quality of it I paided £25 for this including postage and the quality compared to my jellycat I brought on jelly website is different to one I’ve brought from you the tail don’t sit still and ain’t tags ment to be on rabbits ear? I’m really confused and it’s different and head is much bigger then one I’ve brought on jelly cat website and the ears sit differently then the other one I brought on jellycat website ? I’m not very pleased with it coming like this and also you can see the head is bigger then my grey one I’ve brought on jelly cat sight , All compared to my grey one and you can see ears don’t sit different then my grey one. It’s very upsetting knowin I’ve paided alot just for this one pink jellycat I really wanted and yet it’s come like this? In this quality is there anything you can do? To help as I’m not gonna be £25 pounds out pocket for you sending something like this Thank you for your company help I won’t leave review on your company till this sorted:) Our reply: Hi Ruby There will be some differences/variations between Jellycat items as they are hand made, they are not carbon copies, they all have their individual quirkiness and personality. Tags - Jellycat changed the fastening of the tags recently to get away from using plastic, so all new Jellycats now come like this. I can not see any actual faults in the item from the images you have sent, but if you are not happy with your purchase you are welcome to return it. Kind regards Ron Maison White Your reply: Thanks for your reply back , but said nothing about it being copies! If you read the email I’m referring to my grey one this pink one I’ve brought from you guys is the head of it and the ears it gives me pure ODC with it being like that I can’t send back as I’m ill at the moment I’ve not being feeling well and it’s not that I think you need to state the tags are different on each one and put that in mind on your online I will not put bad review or anything on your business as it’s not fair but what you don’t get is I’ve paided £25 ! For it and I’ve got it like that I understand you see no fault in your eyes but I do as a customer and collector of jellycat London teddys I’m not happy but unfortunately I’m gonna have to deal with it but future referee please state tags are different ect thank you

“Didn’t arrive in time for Christmas, paid for postage and took 15 days to arrive! Cannot blame Royal Mail for that kind of delay.disappointing service..”

I am sorry it didn't arrive in time as did not 100's of other parcels DUE to the Royal Mail chaos, you ordered on the 13th December we despatched on the 14th (pretty prompt given the season) you paid for the mandatory postage charge on an order value of £18.50, can't believe your comment "cannot blame Royal Mail...service."

“You blame Royal Mail but there is no compelling reason to have used them! Ruined Xmas”

Who do you think would have coped with the volume of Royal Mail parcels, the knock on effect disrupted all courier services as they could not cope! Furthermore you had the choice to purchase or not or select by courier, but YOU opted for Royal Mail aware of the situation, I am sorry if it "ruined" Christmas for you, the chaos of dealing with hundreds of customer complaints ruined Christmas for us too!!!!! Fortunately most customers are reasonable and understand this!

This is impressive - If not having the 2 gifts that you purchased, knowingyl, with Royal Mail as the postage option (you selected)- which arrived on the 23rd December (9days after dispatch) "ruined xmas"... Then we can only feel truly sorry for you.

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