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.

Visit Website

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 wouldn’t recommend Maison White at all! They are extremely unreliable, unprofessional and rude! They’re unable to accept their errors and prefer to make up excuses and argue their wrong doing, they will not accept any criticism about their business, even if they’re at fault. This is stated by many others on their trust pilot and Google reviews too. If you wish to receive your order I would recommend shopping elsewhere.”

Helpful Report

It would be fair to add we also have many excellent reviews, I appreciate you, however, were not happy. I am sorry you feel this way. I can see you opened a PayPal claim within minutes of emailing us. As explained, unfortunately Parcelforce did not turn up to collect your parcel yesterday. I appreciate you have spoken to their customer service team who have told you different, we are the ‘source’ and I can only tell you what I know vs what a customer service representative miles away sitting behind a computer screen can. You hadn’t chosen for courier or paid any postage we opted for - we used a 24 hour courier at our expense. Unfortunately as above they hadn’t turned up yesterday when we expected. They were due to collect by 4.30pm today but as you were clearly upset about the situation and being unable to get through on the phone, we obliged with a refund and we stopped the delivery being dispatched to you. I appreciate your frustrations but the parcel could have been collected today and delivered tomorrow, but you raised a refund request immediately after emailing us, which didn’t give us a chance to explain/respond. I also understand you wanted to resolve this by telephone but no one was available to take your call when you called, I am very sorry about that. We responded to your PayPal request and email within 15minutes of receiving your email to resolve with a full refund. Regarding your ‘block’ on the website where you were trying to log in - you had checked out your order as ‘guest’ you had not signed up for an account during the checkout process, I can see this in your order detail. I can see you have signed up for newsletter which is different to signing up for an account on the website. The website will automatically block anyone it thinks is trying to evade it. It’s a little sensitive at the moment for anyone trying to access account areas where it doesn’t recognise emails/passwords if they don’t have an account. Again we can only apologies for your experience.

“I ordered an Orla Kiely duvet set, or so I assumed, that it came with pillow cases. Not the case (?), but this was not made clear in the order. Very disappointing.”

Helpful Report

Thank you for your review, I am sorry to hear you feel unhappy. This was sold as 'Orla Kiely Scribble Stem Multi Bedding Duvet Cover'. Do get in touch if you would like to discuss ordering pillowcases, as we'd be more than happy to help.

“Thank you for your reply, stating that it would be unhygienic to sell our returned duvet cover to someone else. I would like to add that, I would be happy to receive the item in the condition I returned it in if you had stuck a new label on. We folded it as best we could and it is brand new and obviously not been used. Like most people I always wash my new duvet covers before using them.”

Helpful Report

Thank you for your review. The material colour is very visible through the clear packaging so no need to remove it. The label clearly instructs and advises we can not accept returns of opened bedding due to hygiene, this is a standard condition with most retailers including John Lewis. So if in any doubt it would be wise to check before proceeding as you did. You are suggesting we simply put a new sticker on the package and sell as new. That is not the way we operate, our customers expect and trust that our products are new and unused. Anyone receiving this return as a new product would be outraged, as it is obviously a return. I am sure you would react in the sameway if you received a product you purchased in good faith.

“Mug delivered instead of set of luxury bedding. Had to wait for the mug to be returned before they would send the bedding which didn't happen the first date they arranged so had to be rescheduled. Second attempt the postman was given the wrong code so I had to have a long conversation to get him to agree to collect the product. I then lost all confidence with this company and asked for a full refund which did happen two days after my request.”

Helpful Report

“I specifically ordered teardrop fairy lights with a plug as stated on website as changing the batteries is such a faff. Yet, item arrived with battery appliance instead of plug. Returning goods is also a faff but I won't use thus website again as item was not as described.”

Helpful Report

I am very sorry to hear you have received the incorrect item, I cannot see a complaint raised about this. Do reach out to us via email where we can correct this for you. I do appreciate the inconvenience and we can only apologise for the error. We offer free Royal Mail collections from your choice of address. Email us on contact@maisonwhite.co.uk so we can correct this for you. Kind regards Maison White

“product is still not delivered after 2 weeks! Extra payment for priority shipping went in someone's pocket I believe?”

Helpful Report

Marc Your order was place on Saturday 7th December, it was dispatched on Wednesday 11th December. We are very busy with Seasonal orders at this time of year, so sorry for the 2 day delay in sending. If you care to check the tracking you have been provded with bu Royal Mail you will see it is in transit. As noted it is 7-10 days transit time, there is only one shipment option to choose from, so no extra payment your side. Your comments are very insulting and unnecessary. Happy Christmas!

“sent me the wrong product”

Helpful Report

Thanks for leaving a review. We understand your frustration in receiving the incorrect item, I can see it was explained as a SKU error, which we of course apologies for. I can also see we responded to your emails promptly on Sunday about the incorrect product with a resolution but haven't received notification of your return, so that we can make this right for you. Kind regards Maison White

“I usually don’t write reviews, but I wish I’d known this before making my purchase. The delivery and purchasing process was smooth, but I’m disappointed with the quality of the Canova 150ml - Mojo Fig & Rose Diffuser I received. Unlike the other Canova diffusers I’ve purchased in the past, this one is completely different in quality and scent. Though it's supposed to be the same fragrance, the smell is off – it has an overwhelming alcoholic scent, and the consistency is much thinner and watery compared to previous diffusers. Even the diffuser sticks are thinner than before, which impacts how well the scent is dispersed. The old Canova Mojo Fig & Rose Diffuser would last me nearly a year, but I don’t expect this one to last more than two months. I’m honestly not sure if it’s an issue with the formulation or if I didn’t receive an original product, but this is not the quality I’ve come to expect from Canova. If you’re looking for the high-quality diffuser experience Canova is known for, sadly, this is not it”

Helpful Report

“Received wrong order !! And had to return the wrong item and are awaiting my previous order Regards Susan Haines”

Helpful Report

Hi Susan Thank you for leaving a review. Again we can only apologise for the incorrect item you have received. We received your email on Friday and replied a couple of hours later with our apologies and what to do next. We haven't heard back from you since then nor have we received your proof of return. We can dispatch the correct item to if you are kindly able to send this over. Kind regards Maison White

“Bought a duvet set opened the packaging to look at the whole effect of the cover in my bedroom didn't like it then went online to return it to discover once seal broken on packaging it can't be returned so I am now left with a cover I don't like and 70 pounds out of pocket ridiculous. I could understand it if been used etc but you should be allowed a refund like other stores do.”

Helpful Report

Thanks for your review. You are correct we are unable to offer refunds on bedding where the seal has been undone, they are sealed for hygiene. You will find this with most other reputable brands such as M&S, Dunelm, NEXT and many others. We have made it clear on the page you purchase from (prior to buying), it’s detailed in our terms and conditions, on our returns page and also as a sticker on the product itself.

“The whole team is RACIST. Very dissatisfied with this service, not only did their customer service not reply to my emails, they even BLACKED OUT MY MAIL!They don't refund me. And I haven't received my delivery for a couple of weeks now.”

Helpful Report

Hi Jiaran I am sorry to hear your frustration. Unfortunately, you provided the incorrect address when you ordered and we did not hear from you before the order was dispatched, we are not able to update the address with Royal Mail and they do not offer a service to intercept and change the address once it has left us. In most instances, if customers contact us before dispatch we can change the address. You have been advised by email, that the parcel will likely be returned to sender as incorrectly addressed, and we will contact you when we have it back. Kind regards Maison White

“You are asking me to review a product i still havent received??”

Helpful Report

You have received the review request as they are automatically sent 7 days after dispatch. I have checked your tracking and it shows as delivered https://www.royalmail.com/track-your-item#/tracking-results/OE339777332GB could you kindly check the location in the delivery Many thanks

“Kept upto date with delivery. But one day later than anticipated.”

Helpful Report

Thanks for leaving a review of your experience. It is a shame you feel it’s worth only 1* we like to follow these up to see what went wrong and why. I can see we dispatched your order on Friday and it was delivered on Tuesday via tracked 48 ( you had opted for 2nd class post) the delivery aim on this is 2-3 working days, therefore this was delivered within Royal Mails delivery aim for this service and well inline with the postage option you chose. Did you set a delivery date or request directly with Royal Mail? This isn’t something we can see or control unfortunately.

“I still haven't received my order so can't really review the producr”

Helpful Report

“I can't get the password back. I didn't get the email.”

Helpful Report

Thanks for your feedback, I have checked your order and you did not sign up for an account. You checked out as a guest, therefore an account is not created. So a password recovery is not available. I am sorry this experience left you compelled to leave this review, we are available by email where we can advise you on this.

“Not right measurement!!”

Helpful Report

“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?”

Helpful Report

“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.”

Helpful Report

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”

Helpful Report

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.”

Helpful Report

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

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