thewhitelighthouse.com Anmeldelser 174

Update 19/6/2023 still awaiting refund of £8.71 for postage incurred from returning damaged goods back to them which that stated would be refunded and another £8.71 that was deducted from the second order that they cancelled without explanation. Rubbish service don’t buy from this company!!!

They have an amazing website, the products are excellent but customer care is rubbish!
Initially ordered two lamps - one arrived with a damaged lamp shade. When I notified them, I was offered £10 discount which I rejected so I sent that one back at a delivery cost of £8.71. I received £65 refund and am still waiting the delivery charge refund which I was told I am due.

I love the lamps they match my room perfectly, but I would like a pair.

So, I ordered another one at the same time on the 27th April which I am still waiting for. When I emailed them yesterday I shortly received notification via Paypal that I'm getting a refund of £56.29.
I'm so confused - is that a mistake on their part for the £8.71 refund or have they cancelled my last order and not refunded me the £65???? Sadly, I suspect the latter.
Now I have one lamp that I don't want and I suspect am out of pocket for £8.71 (delivery cost) and £8.71 (deducted from my £65 refund) but who knows they don't reply to emails!!!!

I agree the customer service is bad/ phone contact is always unreachable BUT the products are nice. Worth every penny. I'd recommend this website only based on the quality and uniqueness of the product.

Very poor communication & customer service. Not responding to emails re a missing order. Refund given without consultation or warning.

Dreadful company they have taken my money and sent the wrong item and now not responding to emails. Their Facebook and Instagram accounts limiting messaging them too! Do not buy from them!

I wish I had read the reviews. Like so many others out of pocket due to shoddy products sent and appalling customer service. The customer service manager has accused me of being a liar! Appalling.

False advertising!

I've bought a few times from this company but enough is enough. The images they take and post on their website & social media make the items look much better than they are. I cant believe what I received the other day - and when I compared it to the website it was like night and day.

Never again!

So, ordered cushions for bedroom...didn't receive any email confirmation. Sent an email asking if order had been received and email back to say check junk folder. Nothing...but I have to say, after reading reviews, that I did get a confirmation email for delivery...cushions arrived and they are just as good as they looked in the pictures, really lovely!...so all in all, I'm very pleased. Thanks 😊

DO NOT BUY FROM THIS COMPANY

My item never arrived, they have never responded to my emails or the company that should have delivered it. Paypal are not help so I have paid for an item that hasn’t been received. No customer service from them they just don’t reply. Seems like I will have to contact citizens advice and trading standards as I’m out £55 out of pocket and no item SCAM

After posting a negative review on the White Lighthouse last week, I was contacted by the owners and have now received the goods ordered.

There seems to have been a problem with our emails to each other being binned.

All sorted now and I’m delighted with the items I purchased.

Well packaged and just as described.

Thank you

Catherine

I’m one for listening to bad reviews, and to be honest if I had checked trust pilot before buying I wouldn’t of ordered. That being said, I emailed them the morning I was planning to purchase to ask if the items would deliver by Christmas, I did receive a helpful reply within the hour. I emailed back to let them know I had them purchased and they emailed to let me know they had dispatched that day for me which was great! Deliver came in expected time frames the email advisor gave me, and the items I bought (two driftwood candle holders) are stunning! For the price I paid - £10 for one £12 for the other, they look incredible quality. My only down note was the box they came in (delivery box) was a bit battered, however it did travel from Ireland to south coast England. I personally had a great experience and would recommend emailing them first maybe before ordering to have your questions answered! Very please overall.

DO NOT BUY FROM THEM. I inadvertently placed the same order twice and didn't realise until both orders arrived. I decided I would keep some of the duplicates but there was one item which I really didn't need/could not make use of so initiated a return request, which can only be done via email, on 17th Nov and I still haven't had a reply. I also messaged them through Instagram and received the same deafening silence. Appalling customer service.

Ordered an item in plenty of time I thought for my wife's birthday, 3 weeks later it has still not turned up, lack of any response by email, not able to call and leave a message, simply terrible customer service. PLEASE DO NOT BUY FROM THIS COMPANY.

**UPDATE** having been asked to prove my review with TrustPilot, someone from this company left a 1 star, rude, unsubstantiated review about me on my employer's Trustpilot page (having traced it through my email address) purely as some sort of petty tit-for-tat, retaliation for my genuine review. Trust pilot have been asked to remove this false review against me and my employer.

DO NOT BUY FROM THIS COMPANY. YOU WILL REGRET IT!!! I am reporting them to TRADING STANDARDS.

I ordered a wicker coffee table crate and a wooden tray and a faux olive tree. A total cost of £149.

When they arrived, the tray and the olive tree were loose inside the wicker basket, with no packaging of any kind to protect the olive tree. Consequently the olive tree had lost around 30 of the leaves which were loose in the bottom of the basket. Who on earth would think it was ok to package something like this!!

I am happy with the coffee table, but I certainly want to return the olive tree and also now the tray as it is very badly made.

I first tried to contact the company on the phone, however the number goes to voicemail, telling you to email them. So I did this and I told them that the tree was damaged, had no packaging and I attached a photo to show this. I said I wanted to return it, but asked how I was supposed to do this as there was no packaging or at least I assumed they would cover the cost of packaging to return it. I received a generic response telling me 'they were sorry I was not happy with the item' and to return the item. No apology, no acknowledgement of the damage. The lack of packaging was ignored and only when I threatened them with reporting to Trading Standards, was it suggested I could claim the cost of return, using Paypal's free return service, and I could also claim the cost of packaging 'should I deem it necessary'. What a ridiculous comment, when the damage was caused by them! I then went onto the Paypal site and discovered that you can only use the free return service if you A) paid for the item by Paypal and B) if you have already registered for the service. I had done neither, so I am now stuck with the two items I want to return and THE WHITE LIGHTHOUSE FURNITURE are not even replying to my email.

So, I repeat DO NOT BUY FROM THIS COMPANY. DO NOT WASTE YOUR MONEY AND TIME WITH THEM AS THEIR QUALITY OF GOODS AND CUSTOMER SERVICE IS APPALLING.

I would avoid this company. The instagram page for this company is beautiful but don’t be fooled. Communication is non existent, I only got a response as I raised a claim through PayPal. And tried to blame my hotmail email for not sending emails!!! Delivery is shocking. My order was placed on 27th Sept and was not dispatched (informed of this through PayPal) until 17th Oct. I won’t be buying from them again due to lack of customer service. They are also trying to have this review taken down and I’ve had to say proof of purchase. I never got a confirmation email even after providing another email address for them to send it too. I’m hoping the PayPal dispute screenshots is enough to keep this review online. I’m even more disgusted with this company now!

Paid > £400. Some items arrived broken / cracked and were extremely poorly packaged. Some items were missing. I don’t have time to deal with repackaging and taking to post office to return etc. Wish I had read those reviews. >100 reviews and >50% of them are 1/5. That must be a record or something.

I’ve written off my £9 + £4.95 postage&packing as a bad experience! Ordered 2 decorative glass bottles, both arrived broken / cracked and were extremely poorly packaged. I reported to the company, and an immediate reply said I would have to return the items for a refund (no replacement offered) incurring postage costs to return them (which could apparently be reclaimed via PayPal). I questioned the need to post broken glass, but never received a reply. I raised the issue via PayPal, again receiving the same answer, but no explanation as to the hazardous requirement to post broken glass. PayPal say they can only refund if proof of return is supplied. I find it incredibly ridiculous to request this return, and some courier companies state that they will not accept such contents. I have never received any explanation for this requirement.
Atrocious customer service and communication, a simple reason for the request may have reassured me, but it doesn’t feel right to deliberately post broken glass.

I was worried about ordering from the review on here. But I’ve just got my order it only took a few days and everything is amazing, just as it looks on the website.

Please don’t order anything from this company. They took my money, did not deliver all items, what did come was broken or faulty, they will not communicate at all and I’m having to try to retrieve my money back through MasterCard after five weeks (seven weeks they’ve had my payment).

I ordered a lamp (shade and base) which was very badly packaged with the result that the shade arrived damaged. I immediately requested a replacement but this request was ignored and I was only offered a full refund if I returned the lamp or a £20 credit. The whole experience was extremely disappointing and time consuming; unanswered emails, telephone calls redirected to sending an email etc. The impression I received was that customer service is given a low priority which is a pity as the company has some attractive items. I will not purchase from them again nor could I recommend them.

TABLELAMPS
I ordered x 2 Compton Blue tablelamps from this company on 5th June and received them 48hrs later! All in perfect condition and well packed. Only small critique would be that it would have been good to have been notified of date of delivery as they were left outside house. However we love the lamps and were delighted with speedy response to our order. Thank you White Lighthouse! Kathy