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maisonwhite.co.uk Reviews

4.9 Rating 6,552 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

Company Reviews

Product Reviews

4.9

Based on 6,552 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 3rd May 2024

maisonwhite.co.uk 5 star review on 2nd May 2024

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

115

Anonymous

Anonymous // 01/01/2019

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

“The wrong item arrived. A huge package. Tried to return via their Post Office route. Failed. The local PO didn't know what to do. Passed the problem back to their warehouse. We had to practically remake the box the items came in, because the box used was not strong enough. Finally PO collected. However: the staff I dealt with were very pleasant, and it was not a mistake of their making. Labels had got switched around in the warehouse. I just thought , good job they are not surgeons.”

“Cannot get response in time, and you made a mistake by only shipping one of the items. However, once I got response, the assistants are all supportive”

“The Jellycat items I ordered were not of the usual Jellycat quality. They seemed like 'seconds' to me. The Christmas Mouse in particular was just not right. Flat-faced on one side, bulbous on the other and generally skewed and uneven. When I e-mailed to notify of my intent to return, Maison White did not respond. I was charged £4.25 for delivery and it cost me £3.29 to return them. Waste of time and money. Would not order again.”

Thank you for your review. It is a shame you were not happy with the Jellycat Items you received. I can only assure you all of our products are new, and not seconds, All items are checked upon return and we did not see any issue with the 2 items you returned. Due to the items being soft toys, they do sometime require some re-presentation after being in the post. We ask people to email to notify about their intention to return, we are sorry you did not receive a reply which you were expecting.

“Took way too long to arrive. Mid Dec purchased. Arrived in Feb. It is not made clear enough when an order is a pre order. Their tone is huffy when u enquire politely.”

Hi Helen Thank you for your negative review. I can't see how we can make it any clearer than we did, noted on the product page at the time you ordered and on your order confirmation. Can't see you you can read our tone as 'huffy' we merely tried to inform you of the situation and your options as below email thread... Thanks. I will wait till Feb 2023 for this quilt cover. Thanks for your time. Kindest of regards On Thu, Jan 5, 2023 at 10:16 AM Elise wrote: We cannot send something that isn’t in stock. They are due in at the end of January once they have arrived in this country with the supplier. They are manufactured abroad. Not by us. The time was given when you placed the order - as shown in your confirmation. I can cancel and refund you order if you wish. You have no obligation. Kind regards Elise Sent from my iPhone > On 5 Jan 2023, at 09:59, Helen Fagbohu wrote: > > > Ok. Why so long? Bought it mid December? Please can you move it along more quickly? > > > On Wed, 4 Jan 2023, 22:47 Elise, wrote: > > Hi Helen > > Please see your order confirmation and on the product page. Its states this is a preorder and due at the end of January. You should receive early Feb > > Kind regards > Elise > > Sent from my iPhone > >> On 4 Jan 2023, at 22:41, Helen Fagbohun wrote: >> >> >> Hi. >> Where is my order please? I'd like to receive it. >> Thank you. >> Mrs Helen Fagbohun

“I didn't receive an automatic email confirming that my order had been placed successfully as is usually the norm. In your delivery information facts it says for Europe shipping costs range between £5 and £20 up to 2 kgs, for a light scarf I was charged straight away 22£, and delivery time is advertised as: Europe is normally 5-8 working days. My order was placed on Sunday afternoon 11/12/22 the item was dispatched 2 days later on 13/12/22 (when I eventually got the first email from the shop about my order) The first tracking info dated 14/12/22 which meant the 2 days strike had begun by then. No updates until the 30/12/22 then 4 days of processing in the Italian International center. Delivered finally on the 05/01/23 afternoon. Removing strike days and festives it still sounds a bit more than 8 working days. The added cost at delivery for import taxes were 16€ on a product value of only 46£. So from beginning to end it took 3 and half weeks and a very high cost of postage and taxes. It would be nice if you offered a courier option for International delivery too, which would probably be more convenient under every aspect. The product itself is lovely as I have already another scarf from that serie. The scarf photo on your site though is very misleading it looks like a beigy background when it is in fact a pinky lilac. Glad it finally reached destination. Please update delivery charges and timing on your site, unsure photos of products are reliable and maybe consider using a more efficient delivery system for international orders. Thanks for your attention.”

Hi Catherine, Thank you for taking the time to provide a comprehensive, but negative review. To address your points; Order confirmation - this is automated at the point of receiving your order and would have been sent to the email you provided, perhaps it went to your spam/junk folder, we would not know unless you notified us which you did not, but could have easily been addressed. The fact that you received the dispatch confirmation and tracking notification through the same system would confirm that you were receiving order updates. We can not control your in box/filters! Shipping costs - it is a guide, £5 would be for a say up to 200gms, up to £20 for 2kgs, admittedly this guode was rather out of date as shipping costs have increased significantly since it was published. Nevertheless you have the option to proceed with the purchase with the shipping costs calculated at checkout, which you accepted when you placed your order! We shipped your order within 1-2 working days which is pretty good considering the season! The strikes had been ongoing since November and given this with the hightened demand over the season meant that normal shipping times could not be relied upon. We have had customers experience 2/3 weeks delays in the UK, so not abnormal for international delays to be likewise! We have no control over import duties, that is for you to check prior to placing your order! We offer courier options for higher value items, but for low weight/value these are even more expensive than the price you paid! Screen resolutions and settings will distort what you see colour wise, again we can not control that. All our images are supplied from the brand manufactuerer we are not allowed to show anything else. We generally have no complaints about the reliablility of our products/images, and in normal prevailing conditions our delivery time scales advertised are also reliable. We can not control matters out of our control. Finally the decision to complete your purchase with all the information from our website and available to you in the news etc about the current conditions rests with you! Kind regards Maison White

“I know the mail strike was not your fault but my order was paid for a full 2 weeks before Xmas and as beautiful as the " moon bunny" is my granddaughter never got it for Xmas hence my low rating. I now need to go to the expense of posting it on to her . Any how it is what it is and I will not make the same mistake of ordering 2 weeks before again. In the case I couldn't help it as was travelling myself.”

“Used Royal Mail during a ridiculous time. Still haven’t received item.”

We are sorry to hear you haven't received your parcel. But thanks so much for leaving a negative review! "Used Royal Mail during a ridiculous time" - you knowingly placed an order with and selected an option for Royal Mail. We do not hide that we use Royal Mail

“The candles arrived dented and bashed, purely necause they had been very poorly packaged! They were rolling around in the box!”

Thanks for your review, we can only apologise for the way the arrived and have provided a return at no cost to you and full refund as these have sold out. Kind regards Maison White

“wQuick and efficient delivery but ordered item is damaged; when opened a hole was discovered at the back of the neck.”

Thank you for your review. I am sorry there was a fault with the product, but I can not find any contact from you regarding this issue. Had you raised this with us we would ofcourse have rectified the issue for you.

“I have yet to receive my order of curtains, which were a very pricey purchase for me personally. Hopefully they'll be worth the wait.”

I’ve pasted this response from another review as it seems there is an issue with Royal Mail… We will of course look into why there are delays. But please do at least contact us before leaving a negative review. We’re a small family run business and negative reviews leave a big hole in our pride and overall excellent service - they create and leave a poor overview opinion particularly when the let down is not something we can manage or have any control of due to circumstances out of our hands. Thanks for your feedback We haven't heard from you about your missing parcel? We unfortunately don't know if we have been let down by Royal Mail delivery service/times unless our customers let us know. I can see the tracking states it was at swindon on Saturday. Unfortunately it looks like the strikes have had a knock on affect of their services. The aim of a strike is to create havoc and it seems this is the case. So whilst we dispatched your parcel, it does look like its been delayed as we would expect delivery to have occurred by now, in normal times. Hopefully the tracking will have a more positive update for you in the next day or so. If you do not receive your parcel soon, do get in touch by emailing us - you can simply reply to any one of our emails or contact@maisonwhite.co.uk and we will gladly chase this up for you.

“I was disappointed on both occasions I shopped online with Maison White. Sara Milker curtains-velvet-arrived very creased and fibres in contact with card board(in wrapping) meant ‘white lines’ visible and needed sorting with cold iron. Should have been rolled not folded! Recently bought wall clock -broken bits behind that although doesn’t affect working of clock , not impressive! Sorry!”

Hi Jo Thank you for you review. I am sorry to hear you are not happy with the products you received. As explained in our previous correspondence about the curtains, I had liaised with the manufacturer to question why these white marks were apparent and they assured us this was as expected… because they are made from velvet - when the tiny fibres have been folded for transport and presentation ready for stockists to sell them, these fibres may bend/crease but they will drop out with time, there are details and instructions on the packet to alleviate this issue sooner. Such as a cool iron. Short of delivering the curtains ‘unpacked’ (which simply is not possible, though I appreciate your thoughts on being rolled - this is not something as a company we or any company can do) these creases will always be present upon first opening, that said - all curtains will have creases which will require ironing before hanging. I agree that these white marks may look unsightly but this is purely due to the way the curtains have been designed and made. Regarding the clock, we obviously can only apologise that it arrived to you in that condition, it’s is very unfortunate and I hope we dealt with the issue promptly to resolve this for you. The back of the clock was damaged in an area that wouldn’t be seen, we wouldn’t usually check the back of the clocks priory to sending - we always ensure the face of the clock is tip top condition - we offered you a discount off the product price if you wished to keep it - as once it was on the wall it would look perfectly good. Or you could return it for a full refund - which is what you opted for. Kind regards Maison White

“Hasn’t received yet and idk where is it now”

Thanks for your review. Had we known we would have been able to help. The tracking shows it as delivered https://www.royalmail.com/track-your-item#/tracking-results/VY454051749GB Please check with your concierge/reception or neighbours.

“I’m not satisfied with this purchase because the box has teared and the paint of blocks has been transferred each other.”

“I have ordered 3 comforters for my toddler, on arrival I realised that was incorrect size. Called to ask for exchange, spoke to a lady first who was very nice and helpful, second person (I can only guess it was a manager) absolutely awful. I don’t think she understands the concept of customer service at all. I have been using this company to buy JellyCat products but I will no longer do that. Terrible experience”

I could hear you in your call and you refused to listen to Elise. She explained you had been sent the correct item by checking the code on the paper tag. You did not ask for an exchange you told us we had sent you the wrong product. And then shouted that we had the wrong descriptions on the product page. You spent some time looking for the product detail that you mentioned and could not find it (because it was not there) After your call we looked up your last order and you had purchased a different product. That is not our fault. We sent you what you had ordered this time. And said it was fine to return if you did not want the product. You then proceeded to shout at her and shouted “oh my god” and shouting about 22cm sizes. The product description is clear. You then listened to Elise explaining it was a different product and then asked if you could have that product and you were informed it was a discontinued line. It’s a shame you made a mistake when you ordered and felt the need to shout at her but that is not something we will tolerate our staff being shouted at for. We welcome your decision to shop elsewhere.

“There is a hole on the bunny rabbit's ear.”

maisonwhite.co.uk 2 star review on 5th February 2021

“Item returned, although very cute, too small & very expensive ...”

Thanks for your review - which seems to be about the product rather than us as a company (which is how you have left the negative review.) I trust the item arrived timely, well packaged and you were kept informed of the delivery? We are always sad when a customer decides to return an item. The Kara Kangaroo https://www.maisonwhite.co.uk/product/kara-kangaroo/ which you purchased from Jellycat, at a discounted price, vs the RRP. The dimensions and images of the product are all available to see before you purchase. Kind regards Elise

“I've not received my purchase yet so its a bit premature to ask for a review”

https://www3.royalmail.com/track-your-item#/tracking-results/PM938526776GB Your parcel says it has been delivered on the 3rd. If you were not handed the parcel please check with your neighbours and safe places. IF you have no luck there please do get in touch with us via email contact@maisonwhite.co.uk and we can have Royal Mail look into it. The invitation to review it automatic.

“I still have yet to receive my item”

https://www3.royalmail.com/track-your-item#/tracking-results/PM938526921GB Your delivery states it is out for delivery, we have been informing customers via the website prior to purchase, that our carrier (the same with every company) are experiencing delays, this is completely out of our hands. Please do let us know if you not have received your delivery, we are more than happy to help, we are easily reached via email contact@maisonwhite.co.uk or by phone during office hours 01865891773

“My mum is happy with the badger, but you could have packaged him better. Surely a cardboard box would have been better to post a soft animal, rather than a flimsy plastic pouch? Luckily he arrived in one piece, but he could easily have been squashed by a heavy-handed courier (of which there are many).”

Alex, I am pleased your mum likes the badger. That's what is important. I trust it arrived in good time to, and in perfect condition? The costs involved in sending out ALL items a box is huge, we have chosen not to do this as we would be charging you, the customer, a whole lot more for postage and ultimately for the product. Many of our parcels do go out in boxes, but as this is was a single teddy this is very unlikely to get damaged in the post, despite your opinion, this did not happen! These are absolutely fine delivered in the double bag - it is very rare for us to receive a comment as such. If anything was to get damaged then we bring this up with Royal Mail and a replacement would be made. But thank you any way for taking the time.

“the lampshade arrived faulty - the material had not been fixed to the lampshade frame correctly and was wrinkly in places. it should not have passed their quality control (if they have any) and certainly should not have been sent out to a customer in that condition. otherwise the shade design was nice and delivery was prompt.”

Hi Janet Thanks for leaving a review. I’m sorry to hear the lampshade arrived in the way you describe. However we did not hear from you about this and we would have been more than happy to help if we did, it’s a shame you felt the need to leave a negative review about us as a company based on the condition of product, without giving us a chance to help. The lamp shades arrive from Voyage Maison boxed and ready to go to their new homes. We have 100s of them therefore unable to check each and every lampshade as we do not expect them to be faulty. If you could kindly send us some photos to our email address contact@maisonwhite.co.uk we will be able to assist you. We would always suggest contacting us in the first place so we have the chance to help. Maison White

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maisonwhite.co.uk is rated 4.9 based on 6,552 reviews