maisonwhite.co.uk Reviews

Name: maisonwhite.co.uk
Rating: 4.87

4.9 Rating 6,553 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

4.9

Based on 6,553 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 3rd May 2024

115

Anonymous

Anonymous // 01/01/2019

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

“Not the same colour as on photograph. Disappointed.”

Helpful Report

“Bought four medium sized Jellycats, which are not cheap. They arrived just thrown inside a plastic bag. I was very disappointed and thought they could have been wrapped individually. Very poor.”

Helpful Report

Hi Amanda Thank you for your review, I am sorry to hear you are disappointed. Hopefully my reply below can elaborate more for you and anyone else interested. We have chosen our packing carefully to best protect the product and to reduce waste on the environment, as even recycling comes at a cost to the environment. There is a fine balance with over packaging (i.e using a bag for each and every item) which we did do at one point. However we received feedback about too much/pointless packaging. Therefore given the life inside the bag is short lived and no longer required once received, we limit the use of packaging as much as we can. In turn products of the same type will be packed together. Where possible we choose to use recycled and recyclable protective packaging. I can assure you they would have not been 'thrown' into a bag, we are small family run business and each parcel is packed with care and love. I am sorry if our service level did not meet your expectation.

“I paid for wrapping and a card which wasn't delivered. However arrived in time and recipient pleased.”

Helpful Report

“Item was fine that was purchased . It was a jellycat but didnt come with a jellycat bag like the original jellycats come with from jellycat.com so was a little disappointed”

Helpful Report

Thanks for your review. Jellycat do not provide stockists with the dust bags. There are very few select items that do come into retailers with them (the really and very bigs). This the same for every retailer other than Jellycat.com Disappointing for us too :( when this disappoints our customers for this very reason. But it’s not something we can help, sorry

“The toy elephant was much smaller than thought it would be.”

Helpful Report

“I was unaware that you could get a name tag, for the 'staff nurse'. It wasn't obvious on your website. I believe my wife 'Amanda' later followed up with an attempt, which also failed. Shame to have taken the edge of the gift.”

Helpful Report

Thanks for your your review. I've checked through all emails and cannot see any contact about the item/order/concerns about a name card from yourself. We would have been happy to help you with this had we known you had an issue. Our DCUKs come with preselected name card... I am not sure what the attempt made by your wife Amanda was? DCUK offer a free name tag service which you can request from them, this isn't something that we personally offer - therefore not something we promote, it is offered by DCUK as a gesture.

“Ordering easy, curtains lovely, delivery quite poor.”

Helpful Report

Hi Thank you for your review, I am glad you found ordering easy and are pleased with your curtains. However I do not understand your comments about delivery. You ordered 13/4 evening and selected the Free Postage option, we dispatched on the 14th April, and delivery was 3 working days later. How is that poor? Kind regards Maison White

“I received my chair today and am a little disappointed with the quality compared to what I paid for it. The material is not what I was expecting and the seat is very firm. There was a problem with the delivery - it did not arrive on the days arranged as it would not fit on the van. We were not told about this and waited in all day. I contacted Maison White about this and it was dealt with professionally.”

Helpful Report

“Wrong size duvet set sent. Have had to return and replacement will not be sent until received so not the best experience so far.”

Helpful Report

Hi Corinne I am sorry you felt the need to leave the poor review before we were able to fix the issue. Most if not all companies require products to be returned for exchange or refund. I’d have hoped you found us swift with communications and action to fix our error (we are only human). And we have accepted the fact that you had opened and use the product (bedding) before you realised our error. (Which we now cannot sell this product on as it’s used, but hey ho!) Again our apologies for your experience. Warmest wishes Maison White

“The products were great but there were several weeks between ordering & being told a delivery date.”

Helpful Report

Hi Mark Thanks for the negative review, the available date was noted on the product at the time you ordered and on your order confirmation, so I do not understand your review!

“Lovely candle Disappointed as when opened the tin lid had part of the label was ripped off. It was for me so I kept as these candkes are lovely, and the smell was amazing. Being honest if it had been a gift I would of sent it back and requested a refund.”

Helpful Report

“Very disappointed as it was a Christmas present for a lady nearly 90 years old did order the scarf on 12th December thinking it would of been plenty of time. Only received it on the 28th very poor .”

Helpful Report

I am sorry you are very disappointed, but we had hundreds of parcels like yours that did not make it in time for Christmas, so many children ignored by Santa, 'we' ruined Christmas as some say, plus your situation, we were left fielding all those customer complaints up to and through Christmas and beyond. All down to the current economic climate with Royal Mail strikes etc etc etc. we have done our best but yet we get the blame "very poor" for the failure caused by the strikes! Not of our making!

“Product ok. Miffed that I paid for a courier service but they sent it by tracked royal mail. At least it did arrive in time for when I needed product despite the postal strikes.”

Helpful Report

Wow, thanks for checking in with us about this! We sent your order via a *better* service, which cost us more money!!!! Special delivery with Royal Mail as this post service came with a guarantee, and we had noticed some problems with the courier option that you chose - were delivering late. Your order arrived the very next day! Im flabbergasted! we just cant win sometimes! Here s proof of your tracking that we sent via Special delivery - NOT tracked as you suggest. However I will add ALL of our orders go tracked as standard. https://www.royalmail.com/track-your-item#/tracking-results/DS022731231GB Best wishes and warmest regards, I hope you have a really wonderful Christmas!!!

“Good delivery but Jellycats much smaller than expected”

Helpful Report

Thanks for your review. We're glad we succeeded with the delivery. The Jellycat sizes aren't something we cant really change or have control of. We try to make everything clear for our customers, with product descriptions and the dimension available here's an example from a product you purchased. Jellycat Andie Axolotl Small Andie Axolotl is covered in soft deep blue fur, so you’ll never miss him! He has great circular blue-black fluff puffs and a long, fluff-lined tail to help when he swims under water! SIZE SMALL – H17 X W6 CM SAFETY & CARE Tested to and passes the European Safety Standard for toys: EN71 parts 1, 2 & 3 for all ages. Not recommended for children under 12 months due to fibre shedding. Hand wash only; do not tumble dry, dry clean or iron. Not recommended to clean in a washing machine. Check all labels upon arrival of purchase. Of course if you are not completely happy with your purchases you can return these to us, in the new and unused condition for a refund.

“Bit sad at the quality. Normally Joules is a brand I trust. But disappointed at these.”

Helpful Report

“I ordered a duvet cover from Maisonwhite. It was out of stock on other websites so i was chuffed to find it here. I took it out of the packaging to check the complete design pattern as it wasn't visible when folded into a square. Though beautiful, it wasn't suitable, design too busy and didn't match our decor. I folded it back up as it was before in all the original packaging and returned it within a couple of days. I received an abrupt email back saying as the seal was broken it was unsellable there it would be returned to me with no refund issued. I accept that i should have looked into the return policy before buying and opening it up but i found the email from the company very rude and abrupt. So just a heads up really not to make the same mistake i did.”

Helpful Report

It clearly says on the security label "no returns if removed", nothing rude about my email, here is a copy of the email. "I have received the return today and can see that the bedding has clearly been removed from the packaging, the seal says "no returns if removed" due to hygene reasons. We are unable to resell this item as new and so can not refund you. We will need to return the item to you. Kind regards" We paid to post the item to you, paid for the return in good faith, and paid to post it back to you!

“The produce and product price is excellent, Though returning cost is paid for by the customer and as well as that, your returned item refund is the amount minus the initial postage cost when sent to you ( originally free) So my refund is the product price leas around £9 which is costly”

Helpful Report

Hi David, thanks so much for your review. Our terms and conditions of sale including returns are all on the website. Our prices are competitive. There are many reasons for this. Postage costs money, so this is an addition on mosts orders. However we do offer a free delivery if a customer spends over £50, this is an offer for spending over this particular amount. If the order does not meet this then the offer does not apply. By returning goods (which the customer can do via any means) you happened to choose our returns service via Royal Mail which costs £4.25, this is a useful tracked service which offers lost of customers peace of mind. We deduct this from your refund. The original postage was added to your order because your order value no longer attracts the free delivery offer, the original postage cost applies. Kind regards Maison White

“Really happy with my purchase 100% woukd of been a 5 star but delivery let it down”

Helpful Report

Hi Thank you for your negative review. Your order was received at July 16, 2022 @ 12:34 pm. It was dispatched promptly on Monday the 18th (the first available working day). However there were no postage collections until Wed due to the extreme heat (Royal Mail did not tell us they just did not collect). I can see your order was delivered on Friday 23rd July. You did not opt for postage paid you chose the free economy option, so the order was still delivered in the advertised time frame! I can not see how we have let you down! Kind regards

“These towels look as seen on the site. They arrived very flat and perked up a little after a wash.”

Helpful Report

“The Jellycat bunny was lovely and was at a competitive price which is why I ordered through here. I opted for the gift wrap and at almost £5.00 was a total waste of money. I could have bought some tissue paper and a gift bag for a fraction of the price. I did expect for the money to be much better than it was. Waste of £5.00.”

Helpful Report

Thank you for your opinion The description on our website is as below, which matches the description of what you received. Our price for the gift wrap are in line with many other retailers. "Make your gift a little more special and include your best wishes for any occasion with our lovely gift packaging. Your carefully chosen gift will be loving wrapped and ready to be sent on it’s way, either to you or to your chosen recipient. Your gift packaging is chosen to suit the item purchased, which includes tissue paper, luxury white bag or box and ribbon tied. We will also print and include your choice of gift message into an appropriate card, if you would like to include a message." - Our gift wrap options are required to fit 1000s of different items, we charge one flat price for this. Though we are sorry to hear you are not happy with you choice of purchase. Best wishes Maison White

maisonwhite.co.uk is rated 4.9 based on 6,553 reviews