Furious customers of the White Company say they have been left out of pocket after an ‘epic delivery meltdown’.
They accused the luxury homewear brand of failing to deliver important gifts and household items. Some have complained of waiting months for products after spending thousands on luxury items.
The company acknowledged ‘technical issues’ when problems emerged in March, which led to an apology by the firm’s chief executive officer. But complaints since then have snowballed.
Frustrated customers last night vowed to boycott the High Street chain, founded by Chrissie Rucker in 1994, which is known for its expensive bed linen and homeware accessories.
Wendy Sherwood, 44, said she had spent £400 on bed linen, covers, duvets and other bedroom products last month but had not received her delivery.
The White Company store in North Street Brighton England
Chief executive Paula Nickolds, pictured, said she was ‘truly sorry’, adding in a post on Instagram: ‘We have been moving to a new distribution centre and the transition is almost complete
‘I will never, ever use the White Company again – it’s been a disgrace,’ the receptionist from Maidstone, Kent, added.
‘There’s no point buying quality if the service is appalling and the products do not arrive. I’ve never experienced anything this bad. It looks like they’ve had an epic delivery meltdown.’
Many customers have expressed frustration at being unable to cancel orders or get a refund, leaving them in limbo. Ann O’Connor said on Instagram she had been waiting since July 11 for her order and had not received any communication from the firm.
She wrote: ‘I’m absolutely appalled. I am being told I cannot cancel when the order is not even being processed or dispatched.’
Chris Zacharia wrote: ‘Twenty days and waiting for me. I’ve moved into a new house and I have no bedsheets, no towels, nothing for a whole family. I’ve cancelled the order and now cannot even get my money back.’
Chief executive Paula Nickolds, pictured, said she was ‘truly sorry’, adding in a post on Instagram: ‘We have been moving to a new distribution centre and the transition is almost complete.
‘It’s been one of the largest projects we’ve ever undertaken and during these last steps we’ve run into a couple of technical issues which mean some of our orders have been impacted and are taking too long to be delivered.’
Graham Morrell, customer director at the White Company, told The Mail on Sunday: ‘We know this isn’t good enough and apologise. If we are unable to deliver the order, we are cancelling and providing a full refund.’