White Stuff Tracking Order Status

Live Chat on Customer Service was 5* (Mary) sorting out an online ordering problem today … and it’s Friday,

I would like to update my review to 4 stars (1 star deducted for the previous review) following recent communications with the customer service manager who dealt with this matter in a professional manner. I am very pleased to say that this issue has now been resolved to my full satisfaction. The manager I dealt with was very polite and thorough. I look forward to continuing to shop with White Stuff; confidence restored! I quite like White Stuff and own a lot of White Stuff items including coats and shoes. However, my recent first interaction with White Stuff Customer Services has left me with a very negative impression. I queried the price of Belle Velvet trousers which I had looked at for a few days online at the sale price of £23 which had suddenly reverted to the original price of £79. I was informed that this would be raised with the IT team. White Stuff promptly advised that they were unable to find any record of the item at £23 and asked me to send a screenshot of the item at £23. I explained that it wouldn’t be possible as the price is now at £79 and that I would have thought a log of price changes would have been kept. I was then asked to check my search history for the page showing the price at £23 and send that to them. As my search history clears daily I could not do that; however, I did an internet search and found the price at £23. I sent a photo of this to White Stuff and also pointed out that customers had reviewed the item on White Stuff’s website referring to the sale, and one customer (a verified purchaser) had actually quoted the sale price of £23. The response from White Stuff is that a review is not a proof of sale price. Furthermore, there was no acknowledgement of, or response to, the photo I sent to them (at their request) which had been taken the day before with the price of £23. I have to say this this is by far the worst example of any customer care service I have received from a retailer and I find it quite baffling.

I have increased the star rating and added this additional information after communication with customer service management. Within 24 hours they had investigated and resolved the issue in a satisfactory manner. Whilst a shame the original situation arose and couldn’t be dealt with by the team, I am now happy with the final outcome. Returned an item via Evri but on receiving refund confirmation found I’d been charged for a Royal Mail service. Apparently now the ‘only option’ is for me to call them between 9-3 Mon- Fri for this to be reimbursed I was informed. I’d love to know how many customers you do this to assuming they’ll be too busy for £2. Will never order from you again- no respect for my custom or time and essentially taken my money.

I had excellent customer service through the White Stuff chat online today. Alice T was extremely patient with me and we eventually solved the non-arrival of an eGiftCard sent for my wife's birthday. Turned out that Virgin do their own email filtering before it gets onto one's device. Thank you!

I'm trying to be fair and not just give a rating based on my latest experience as I've ordered a lot from White Stuff over the years with no problem. This is the first time I've returned something, and also needed help from customer service, and it would be a zero star for this experience. I sent a return from Ireland on the 23rd of June (the day after I received the item). As of this morning, by the tracking info, it appeared to not have even left Ireland. This is probably not the fault of White Stuff but when I asked them if they could look into it or if they had any further tracking info they just said to keep waiting. When I wrote back that I have already waited 24 days (bearing in mind that I might have to wait a further 21 days for a refund to be processed after they receive the item) so could they at least let me know what shipping company they used so I could look into it myself, they just ignored the question. I was just told again to wait as although I sent them proof I had sent it they hadn't received it...which is weird because just before that email came I got an email that the return had been received... I would have preferred if they had just said if it wasn't possible to look into it or to let me know the shipping company, rather than completely ignore what I actually asked.