maisonwhite.co.uk Reviews

Name: maisonwhite.co.uk
Rating: 4.86

4.9 Rating 7,215 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

4.9

Based on 7,215 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 5th March 2025

128

Anonymous

Anonymous // 01/01/2019

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

“I’ve still not received the order which is a Christmas present. Not the fault of this company but no option to select a different carrier to Royal Mail.”

Helpful Report

Hi Michaela Thank you for noting not our fault. There is the option for you to choose by courier. Merry Christmas!

“Still not received item.”

Helpful Report

I can see from the tracking that your order was finally delivered on the 17th December, this was due to delays from the Royal Mail strikes, hardly our fault to earn a negative review, as totally out of our control. We had 1,00's of parcels affected and had to deal with numerous complaints and queries, so thank you Royal Mail! Have a Merry Christmas!

“I can only give it 1 star as I still haven’t received the order I made on 6th December. Let’s hope it comes for Christmas.”

Helpful Report

I can see from the tracking that your order was finally delivered on the 19th December, this was due to delays from the Royal Mail strikes, hardly our fault to earn a negative review, as totally out of our control. We had 1,00's of parcels affected and had to deal with numerous complaints and queries, so thank you Royal Mail! Have a Merry Christmas!

“Be very wary ordering goods at this time. I paid for Tracked 48 hour delivery as the advice was free delivery took longer. Maison white advised me the items had been dispatched but a week later Royal Mail tracking service still haven't registered receipt. Very disappointed and hoping goods will turn up in time for Christmas.”

Helpful Report

Thanks for your review. Yes everyone should be wary ordering goods at this time. It's not our fault. We are not on strike. We advised you when you purchased and on every email, and I'm sure you would have seen or heard the news about the strikes. You paid for 2nd class post, we sent it via Royal Mail T48. We use Royal Mail and whilst most customers seem to understand the current situation, we know some find it too much of a disappointment and need to lay blame on us. Thats fine, but lets be clear the delays are because of Royal Mail. We have dispatched your order and they do have it, due to the strikes (during the busiest season) they have yet to scan 100,000s of parcels. You are not alone with this. Best wishes

“Not yet received my order - has it been passed to a courier? If so, which one?”

Helpful Report

“The item wasn’t described correctly and Made to look bigger than it was really disappointing”

Helpful Report

Thanks for your 1 star review. I cant think why you felt it doesn't live up to its description. These are supplied by Jellycat themselves. If you are not happy with your purchase you can return it. --- Snuggle up with Sweater Sausage Dog Pink. This caramel softie has big floofy ears, a waggly tail, and a soft rose knitted roll-neck jumper to keep those diddy front legs nice and warm! £22.95 SIZE H14 X W7 CM SAFETY & CARE Tested to and passes the European Safety Standard for toys: EN71 parts 1, 2 & 3, for all ages. Suitable from birth. 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.

“I haven’t received my item yet”

Helpful Report

“My order has still not arrived.”

Helpful Report

“Not recieved yet. Royal Mail passed from one to another so still waiting. Not happy with delivery process”

Helpful Report

Thanks for leaving a 1 star review and giving us a chance to explain, this is the first we've heard from you about this. We have tried our best to make customers aware of something completely out of our control, it has also been widely publicised on news outlets and on the radio - Royal Mail strikes are causing havoc on deliveries up and down the country. We dispatched your order with speed but sadly the strikes have thrown a spanner in the works which has meant your parcel has been caught up in this I appreciated you must be very disappointed to not have received your parcel a week after ordering via 2nd class post but its not something we have any control over. You can see on the tracking https://www.royalmail.com/track-your-item#/tracking-results/JH703392217GB we dispatched on Tuesday and the Thursday & Friday were strikes, no parcels were being processed

I can see from the tracking that your order was delivered on the 2nd December, this was due to delays from the Royal Mail strikes, hardly our fault to earn a negative review, as totally out of our control. We had 1,00's of parcels affected and had to deal with numerous complaints and queries, so thank you Royal Mail! Have a Merry Christmas!

“Not worth the money very disappointed really not happy with it won't last long it was not cheap”

Helpful Report

Hi Janet Thanks for the review I’m sorry to hear you’re not happy with the product you purchased. We of course accept returns for items customers do not wish to keep. These just need to be new and unused. Kind regards Elise

“I am still waiting for my delivery that was ordered ages ago”

Helpful Report

Hi Marie 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 30th, 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. Many thanks Elise

“It still hasn’t arrived??”

Helpful Report

Hi We received your order on the 31/3 at 10:00pm and dispatched on the 1/4. You would have received the tracking link as below. I don't think it is appropriate to leave a negative review when you have not made any previous contact regarding your parcel delivery. I have checked the tracking https://www.royalmail.com/track-your-item#/tracking-results/JH067352945GB and it says; "Sorry, we tried to deliver your parcel on 06-04-2022 but there didn't seem to be anyone in. Please choose an option below." You will have received this tracking via our dispatch confirmation too! I hope you locate your parcel and feel justly inclined to retract your negative review. Kind regards Maison White

“Not happy with item, looks scratched and cheap, not like the pictures. Not paying another £4.95 to return Delivery was fine Packed well”

Helpful Report

“Order was dispatched on feb 14. Today is March 7. No tracking information. Not arrive yet. Where is my order？”

Helpful Report

Thanks for this We have already replied to your emails giving you information about your delivery. Delivery times are estimated, particularly when going abroad and during a global pandemic) this is clear on the website. The tracking number was sent to you. RF072065006GB HK post

“Wrong item received”

Helpful Report

“Order didn’t arrive had to wait over 2 weeks for return to be initiated abrupt manner from Elise. Charged me for the postage then when I sent email took it off and refunded it. Didn’t get order I paid for and poor poor customer service. Attitude was like this !!!!!!! In all chats told me refund was initiated then now it’s been done. As so many that’s not very good having so many refunds needing done. Will never use this company!”

Helpful Report

Thanks for your review Gillian!!!! Refunds from ALL companies can take up to 14 days this is part of the process, sorry if you missed this, and at various points in my communications with you!! I had already refunded your postage - it was shown on your FRANKLY RUDE email as shown here. We would alway advise you read these emails properly and carefully to be clear before accusing and making up lies! we would be glad to not have you shop with us, with an attitude like that! Is there a reason I’ve been charged for postage? Is that an actual joke? I’ve been charged for postage on an order I didn’t receive? Shocking! It was bad enough not getting the stuff and it being for my wee girl but the actual audacity to charge me for the postage is shocking Gill Gilmour On 6 Jan 2022, at 21:34, Maison White wrote: Maison White Order #205485 refunded Hi there. Your order on Maison White has been refunded. Order Details Order number: REMOVED Order date: December 17, 2021 Product Quantity Price Jellycat Ellie Jellyfish EJ3EEllie Jellyfish Stock Status: In stock 1 0 £15.95 Jellycat Percy Penguin PER6LPercy Penguin Little Stock Status: In stock 1 0 £19.00 Jellycat Percy Penguin PER6LPercy Penguin Tiny Stock Status: In stock 1 0 £12.95 Jellycat Larry Lobster Small LOB6LSLarry Lobster Small Stock Status: In stock 1 0 £15.95 Subtotal: £63.85 Shipping: £5.95 via Royal Mail 1st Class Fully Tracked (incl's safe place option) Payment method: REMOVED sorry forgot refund postage -£5.95 Refund: -£63.85 Total: £69.80 £0.00 Print: Open print view in browser SEE FULL REFUND GIVEN YET YOU SENT A RUDE EMAIL!

Email transcript prior this customers review. >> No, I said I had put it forward for refund. Refunds get actioned every 10 days! So I added you to a list to action refunds! Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review From: Gillian Gilmour Date: Thursday, 6 January 2022 at 22:11 To: Elise Subject: Re: Your Maison White order #205485 has been refunded You also told me the other day it was already refunded which it hadn’t been. Glad it is now!!! Thanks Gill Gilmour >> Please see my last reply, you have been refunded in full! Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review From: Gillian Gilmour Date: Thursday, 6 January 2022 at 22:09 To: Maison White Subject: Re: Your Maison White order #205485 has been refunded I see it’s been fixed thanks. Gill Gilmour >> Please see second email I had to refund it separately, they were done within minutes of each other!! Kind regards Elise Maison White www.maisonwhite.co.uk How did we do? Google Reviews | review.io We’d love to hear your review From: Gillian Gilmour Date: Thursday, 6 January 2022 at 22:08 To: Maison White Subject: Re: Your Maison White order #205485 has been refunded Is there a reason I’ve been charged for postage? Is that an actual joke? I’ve been charged for postage on an order I didn’t receive? Shocking! It was bad enough not getting the stuff and it being for my wee girl but the actual audacity to charge me for the postage is shocking Gill Gilmour >> Hi Gillian Thanks for your email, I have already initiated the refund, as previously this will be with you within 14 days Kind regards Elise Maison White www.maisonwhite.co.uk On 04/01/2022, 11:19, "Gillian Gilmour" wrote: Good morning Elise it’s now been 2 weeks since I didn’t receive my parcel it was due and still saying the same thing. I have obv paid for I would appreciate you intimating the refund thanks >> Hi Gillian I can set your order for a refund, however Royal Mail will class this as lost until Friday - the have a caveat of 7 working days! Your refund will be processed within 14 days once this has been actioned. IF the parcel turns up please return it to us, you can do so by taking it back to the post office as return to sender. Kind regards Elise Maison White www.maisonwhite.co.uk On 28/12/2021, 13:56, "Gillian Gilmour" wrote: Hi there my order is still tracking as out for delivery that’s been a week now. It’s too late for Christmas presents anyways now. So will I get a refund as I haven’t received the goods? Thanks Gill Gilmour

“worst online check out EVER HAVE BEEN shopping online for 15 year and this was just rubbish rubbish rubbish could not purchase goods”

Helpful Report

Hi Lindsey Strange you’ve never been a customer of ours, in fact you could be useful and tell the problem was. Your email said you had 25 years experience of buying online.

“Ordered a Jellycat Gorilla…..got sent a Sloth🤦‍♂️”

Helpful Report

“The phot of the dog bed no way represented what was sent ! 2 labs in bed … it’s too small for my medium sized lab.”

maisonwhite.co.uk 1 star review on 8th November 2021

Helpful Report

“The hat I received is not what I expected and I wish to return it and get a refund, but no paperwork about returns. Not satisfactory.”

Helpful Report

Perhaps you have the wrong company - as we do not sell hats?

maisonwhite.co.uk is rated 4.9 based on 7,215 reviews