thewhitelighthouse.com Recensioni 173

Brought their milk stool and it arrived with legs which were different lengths so didn’t stand properly. Emailed them to receive a robotic response advising me to send back via pay pal for refund. No I’m sorry let’s see how we can fix this or replace etc. ended up fixing it myself but still paid full price! Will never use again

I have been buying from this company for some time, and ordered quite a few times without reading the reviews and it seems I have been lucky with no issues, though did think one of the items wasn’t worth the money, but I still liked it. I recommended a stool to a friend which she went to purchase, but was surprised at the price. I purchased for £37.50 and it is still this price on their website, but once you save and go to pay it states £60 !! I emailed them and they did respond quickly and stated that everything was going up globally !! Needless to say they won’t now purchase. This has now put me off don’t appreciate the fact that they have 2 different prices, the item definitely not worth £60. Have also found a shop in a village that sells many of these style items and you can see quality before you buy, which is a big help!

Ordered pair of narrow bedside tables. I expected delay in delivery as stated on website, but delivery just turned up without notification of dispatch.
Tables were packed ok and had no damage. I wasn't expecting top class for £99, however the quality was poor.
The wood used for legs is very thin and makes table unstable and the drawers were badly fitted with no runners and moved side to side and back behind front face. I had to spend time packing inner sides and back to make drawers fit properly.
The painting was abysmal with streaks on the legs and runs on the drawers. I had to repaint them.

I purchased almost £200 worth of products, arrived badly packaged with coral broken in pieces. There was a chip in wooden sleigh which I could live with but the coral I couldn’t. Telephone number-no answer. Customer service appalling. They blocked me on Instagram from posting the same although I have no money back/ nor item that I can use-not fit for use. Never use again which is a pity because other items were lovely & I bought last year too.

I purchased a few items, all arrived very quickly and in perfect condition. I can’t recommend this company enough. Speedy service, great products reasonably priced. I will definitely be ordering from them again.😊

I’m so happy I didn’t read the reviews before I purchased two Rhode Island tables, they look so beautiful at the side of my bed, well made and excellent packaging.

I have purchased the wooden sledge. It came out completely broken.
No customer service available. They are just ignoring my messages!!!!

Avoid

I have ordered items twice. Twice there had been insufficient packing and a broken item. Instead of replacing they have refunded me twice but without p&p compensation. This means of in order again I will have to pay again. This is not fair. No one will answer the phone or emails.

AWFUL!!

I had a few issues with this company.

The delivery company weren’t able to deliver to my address as the company did no provide my correct address! I feel sorry for the delivery driver who would have been out of his mind looking for a house that didn’t exist for weeks! Yes weeks, I waited ages for that parcel to arrive. I emailed and phoned the company and got no response from them. In the end I manage to get through to the delivery company who sorted it out for me!

When I finally received the items, they were damaged! And not even small damages, one of the items had a massive crack that has snapped off of it. Again, I got no email response, I even tried contacting them on Instagram and still no response. It’s a big horrible shame because their products look lovely but in reality they are cheap quality, overpriced, and the customer service is non existent.

Save your money for where it is worth it! I unfollowed them on Instagram and I will never be shopping here again! Abysmal.

I was going to give this company the benefit of the doubt but after reading the reviews on here I have zero confidence that they will respond to and deal with my query.

I ordered a lovely shelf for a specific place in my hallway which needed to measure between 40 & 50 cm in length. Found just what I was looking for on their website and having ordered from this company previously I didn’t think there’d be a problem. When the shelf arrived it was clear just from looking at it that it wouldn’t fit in the space. It didn’t, that’s because it measures 70cm in length and not 45.5cm as described on their website!

Tried calling however they don’t answer the phone, instead there’s a recorded message which says to email them. So I emailed to sort a return and refund a week ago. No reply, so sent a further message via Instagram mid-week, still no reply so sent a further email this morning, no reply!

I’d avoid at all costs because it’s very clear from others’ experience on here that as soon as you have any need for any level of customer service, there is none.

Oh and guess what, they’ve now updated the website with the correct measurements.

It was only £30 however that is not the point. I am now left with an item I can’t use so I am out of pocket.

Exceptionally poor. I wouldn’t have even given them 1 star but that’s the minimum requirement to allow a review to be published I think.

Everything I buy from this website is lovely. Couldn't be more pleased.

I ordered some matching bottles. One arrived broken. I advised the company. They made a refund which I did not want as it was a matching pair I needed a replacement. I have emailed them several times regarding this and had no response. No answer on the telephone.
VERY BAD CUSTOMER SERVICE!!

Once again I have ordered from the white lighthouse company, a find their service and products excellent. Thank you 10/10.

Can someone please help me out here. I placed an order with this company and all items arrived apart from one. I emailed 4 times and have called 5 times now but no reply. I then received an email from PayPal to say I was receiving a refund which is the missing item. Nothing from the store to say sorry it wasn't in stock or that I was about to get a refund for the item. I have 3 other items from the order that I don't like but I can't get a reply to return them. The order came with no details. I can't believe I still haven't received a reply. What kind of people are these? I should have listened to the reviews. I haven't given up. I'm a police officer and these folk have got 4 more days left to reply. What company doesn't answer the phone either. This is my worst ever shopping experience online.

This company while on the outside their social media posts posts website suggests beautiful goods, a dedicated customer service team and returns policy....its all nonsense....you need to avoid then at all costs.

I received my item from them in a box with no protective packaging, the box turned up damaged with a large hole in one size. It was no surprise when I took it out of its box there was damage....however this was not the main issue! The item was totally defective....a large paint blob and drip mark on the shelf...one other area was also badly finished. I understand these things happened so took photos of the box and the faulty and damaged areas and sent them a very polite email letting them know what happened along with photos as evidence.

I very quickly got back from them a standard email that they have a full return policy via PayPal. I messaged them straight back to say 1) I wanted a non damaged non faulty replacement...I didn't just want a refund 2) I could not return the item in the box it was delivered as it was so badly damaged (they state in their return policy that items must be well packed to return!!!!) So I am happy to send back for them to send out a replacement but could they confirm a reimbursement for packaging costs I'm now going to have to buy or would they send me packaging to send it back in....this was there almost immediately response..

We have fully investigated your issue and while we are saddened you are not fully satisfied with your recent order from The White Lighthouse we have concluded that this item is not damaged or defective. We do however offer a no quibble returns policy and will refund fully on receipt.

Kindest regards, Customer Services

This 'full investigation' took them a grand total of 6 minutes!!!!

They clearly disregarded my photos and previous emails. I have emailed several times back....I have also messaged them on the Instagram and Facebook pages...and they have now blocked me from both! Such lovely mature customer service driven business owners.

They are going against consumer rights. All I want is a non defective replacement item.....I have all the proof of damaged goods...and they will not get away with this!

Anyone reading this avoid this company at all costs!!!!

I recently ordered 2 items from The White Lighthouse. Delivery was quick, however both items arrived badly damaged. I emailed straight away to let them know, and attached photographs of the damaged packaging and items inside. Initially I requested replacements but then (not confident these would arrive any different) requested a refund. They insisted I return the items to obtain a refund, despite them being badly damaged and me providing photos as evidence. Alternatively, they offered me £15. I'm still not sure why when the items cost me £45. They suggested I use Hermes to return the items, which I did. Their email stated they offered free returns with PayPal, however, after making enquirers with PayPal, they informed me that as I did not have a PayPal account at the time of placing my order this wasn't possible for me. I went straight back to The White Lighthouse and explained that in the circumstances, under the Consumer Rights Act 2015, they must cover the postage cost themselves as I was returning items that arrived damaged. Despite sending multiple chaser emails, 3 weeks later I have not even received the courtesy of a response from them. I did receive a refund for the cost of the items, which is something at least, but I remain out of pocket for the cost of postage. They say you never know how good a company really is until you have a problem, and this is so true. I just wish I had Googled them and read these reviews before ordering. Lesson learnt!

We have ordered twice before from this company and we were happy with the items. I tried to order 2 vases yesterday after my daughter was blocked from doing so. This was to a different address to hers and using a different credit card in my name. Paypal took the payment but I got up today to find it had been refunded and an email from the company stating that fraudulent activity had been associated with my address but without any evidence and with a statement that it had been referred to the police. I have no doubt that their answer to this review will be the standard one they use to all negative replies and I have no doubt I will be threatened will legal proceedings also.

#UPDATE#

As predicted, a verified review is threatened with legal action.

#UPDATE 2#

Just received this by messenger from the personal Facebook account of a Director of the company but he has demanded that I remove his name; however, it can easily be found by searching Companies House for The White Lighthouse Ltd.

"Just messaging to reply personally to your barrage of angry 😡 faces. I take it you are related to the other xxxxx with angry faces. Not sure what your personal issue is but I am sure it is completely irrational and immature also. Such a lovey family. So glad that we will be having no further dealings with you and all orders will be refunded immediately. Magistrate court actions will also be initiated on Monday morning for all costs incurred including loss of business due any reviews to a total of £3500 plus initial order amount. Have a lovely weekend it appears you don’t have much better to do. lol 😂 sorry I know you prefer angry faces."

I also see they have flagged the majority of the negative reviews

#UPDATE 3#

I am replying to the response to my review from one of the two directors of the White Lighthouse Furniture Company, whose details can be found on Companies House website and are a matter of public record. Previously I had been asked to remove one of the director's names as it was contrary to Trustpilot's guidelines; hypocritically, they have now named both me and another member of my family in their reply which is a breach of the Data Protection Act 2018. My review is a true and honest account of my dealings with the company and I have not been involved in any fraudulent activity. I have nothing to gain from reviewing their business other than to alert other customers of the problems I have encountered.

#UPDATE 4#

Still waiting for the promised legal action! Just really annoyed to see the continuing number of 1 star reviews for this company all based around poor customer service, missing and broken items. Hopefully, they will get the message eventually.

#UPDATE 5#

Another abusive and sarcastic reply from the director of the white lighthouse company. I echo everyone else who has said this; if you spent more time on your customer service than answering Trustpilot reviews you might get more than one star

An update on my below review, as my experience just got worse from there. After 5 ignored emails and them blocking me on social media and removing my honest comments, which I’m well within my rights to leave, I finally got the below email from their “customer services” (copied word for word):

“Please advise what exactly your issue, is it simply that there is a tear in a box. IS the actual item damaged in any way as you have not stated in any correspondence or your multiple reviews and PayPal! This is a simple unit to construct and we have sold thousands with no one else having a difficulty are you trying top say you are unable to understand or are you physically unable to build this unit
Very perplexing!!!!!!!!!!!!!“

That was then followed by direct messages on Facebook from one of the directors, threatening to contact the police and my employer because of “harassment”! Everything I’ve said has been accurate and factual, and perhaps if the customer service had been better I wouldn’t have had to resort to such means.

I tried to place another order this evening for the item I was STILL missing, and they have immediately refunded me and cancelled my order less than half an hour later, without even contacting me!!! I should point out this is a present for my mother for Mother’s Day.

This is the most shocking customer service I have ever received in my life. A shame, because the products are nice, but I will NEVER be shopping with them again. (Apparently I couldn’t even if I tried!!)

**UPDATE: in response to the below. I tried to order again for the item I was still missing. My father also tried to place an order himself and both were immediately cancelled. Laughable.

I ordered two candle sticks from this company.
After their first email confirming my order (but no order number offered in their email) I heard nothing for some weeks, and no sign of a delivery either.
After I sent an email enquiring to the status of my order I received an email stating due to Covid etc. there may be delays and some other narrative, which in my opinion, sounded like I was being fobbed off.
More weeks went by with no further email, and no sign of the candlesticks.
I emailed them at least three or four more times...all were ignored.
I was factual, enquiring, and politely asking for a reply... still no reply.
Then one day, I got an email from their delivery service stating my order was delivered (to me) 'in a safe place'.
I had no such delivery in the vicinity of my address.
After communicating with the delivery service - who tried to refer me back to the WLH to open a case to which I informed them that was impossible as all my emails were not responded to and they couldn't be reached by phone - I finally heard back from them that the order was delivered to a different address.
By this time I was pretty annoyed as you can imagine.
I contacted PayPal to get a refund (thankfully done by them pretty quickly).
It is my opinion that this company lacks the essential customer service skills and company policy/protocols needed to run a company successfully and to maintain happy, satisfied customers.

UPDATE: Finally got my GENUINE review reinstated after this company flagged it, and personally harassing me via email to remove it.
I sent all my GENUINE documentation, including the email personally sent me by TWLH in an effort to 'bully' my GENUINE review off Trustpilot with the threat of 'legal' action, and his pithy remark when I removed my first review in disgust at being contacted by him - that he was pleased to see that I 'admit my guilt'.
Oh yeah? Cheap shot and utterly laughable when you you knew the 'guilt' was all yours TWLH.
Red Alert People - it is my opinion (heed me TWLH, my solicitor says an 'opinion' is NOT defamatory) that this is a dishonest, unprofessional company who will fight dirty to remove your review while taking your money for no-show or damaged orders.

I placed my order and received an email to say if I didn’t hear anything in 12 working days to contact them, so I waited, today is the twelfth day and I received notification that my order would be delivered today ......and it was. The packaging was excellent and everything inside all in one piece and FABULOUS. I would definitely order from you again and most certainly recommend. Thank you.