Whitestores Avis 

The rattan on the lazy Susan degraded and snapped. Although this item was given gratis (as when the table arrived, the glass top was completely shattered) I contacted customer services and was told that I was not eligible for a replacement and that I would have to repair the damage myself. They would provide the rattan. This furniture is certainly not ‘built to last’ (as boasted on the company’s website) I will not be buying anything further from this company and will recommend that my contacts avoid!

Timely response to my query and replacement cushion on its way.

Bought the Cambridge set, two years in and the majority of the set is splitting despite excellent care of product. Even though have a five year guarantee will offer us £403 back for a £1400 product. Maybe we can buy an arm to sit on while the rest of the product is disintegrating. Awful quality. Don’t buy from here as all I have experienced is terrible quality for high prices.

We needed a replacement for part of the base and fitting for our parasol.
Dealt with by Jade who sorted out exactly what we wanted.

We have paid several thousand pounds for a pergola. Waited 3 weeks for delivery. There were parts missing so they took it back stating they needed a new parts pack. Multiple phone calls later two different sections playing the blame game we are no further forward. Absolutely disgraceful customer service, store where it was bought not interested says it’s after sales team who don’t remember speaking to us although we have their names and have spoken several times. Meanwhile they have our money and no sign of imminent resolution. Yet another weekend to wait as nothing happens over the weekend.

Products are excellent however customer service is very poor no telephone support whatsoever and they actually charged us £169 for assembly service including Delvery for a sun lounger that just needed taking out of the box . We had asked whether it needed assembly and was told yes . No refund policy . Deliveries always 2-3 weeks overdue

I had a slight, self inflicted problem with an item I purchased from the Surrey branch of Whitestores over 5 years ago? So, I sent a query/request via email asking for advice etc and over the last few days I have been in email communication with an unbelievably helpful and user friendly lady called Saffron from the Cambridge office. She was able to sort my issue without any fuss and I am a very happy customer. I would have no hesitation in recommending this company if the service from Saffron is a reflection of their values overall. And my original purchase 5 years ago is still working well.

I wish I would have seen some of the reviews before I bought from this company. My rattan firepit table and 8 chairs are just out of the warranty period of 5 years, but the rattan has become so brittle that it is just disintergrating as you touch it.
They offered me replacement strands to repair it, what a joke. No sympathy and the problem is they are still selling goods made by the same manufacturer, NOVA.
I wouldn't recommend anyone to buy anything made by them if you expect it to last. I certainly won't be buying anything from White Stores again.

Very disappointing experience.
We placed a significant order expecting a professional service, but the reality was poor communication and an unhelpful, confrontational attitude when issues arose.
There have been clear problems with the installation. Although a 50% refund of the installation fee was offered, the issues themselves remain unresolved and no timeframe has been given to put things right.
What’s most concerning is the way this has been handled. Communication has been abrupt and dismissive, and previous concerns have made little difference. They continually blamed me for their below standard team and often the responses were bordering on aggressive and patronising.
As a business owner, I understand mistakes happen—but how they’re dealt with is what matters. In this case, there has been a lack of accountability and no clear resolution.
I would strongly advise others, particularly trade customers, to think carefully before relying on this supplier. Reliability and professionalism have been lacking throughout

Becky at Whitestores York was so helpful, knowledgeable and so willing to help us with any questions we had. She was amazing thank you.

Ordered a Christmas tree but it never got delivered. Asked for a refund in the end

I was planning to buy Chase Aluminium Large Corner Sofa Lounging Set in Graphite Grey which measures 261cmx187cm and my patio is 320cm x 210cm. I just wanted to know if this is left or right coner sofa. But the agent Felix Robarts kept saying it's symmetrical L-shaped corner sofa and cannot rearrange it to be exclusively left or right corner. I just wanted to know if this is going to fit in right or left corner of my patio

I bought furniture from here worth £2,500 they said the 5 year guarantee has ran out on 9th of May, i noticed the top part of furniture is falling apart i explained why this they didn’t say why just bec its out of guarantee a week they can’t do anything.it was alot of money i have spent for it to go that quick. He said guarantee is 5years or 10year so what is 10years. Don’t buy from here as the furniture don’t last.

Absolutely disgusted By the customer service, this company.

We bought a parasol last year Cost over £600. The first one came with a scratch on it. We decided for the hassle we would keep it and accept the £50 discount. We have a issue with it as it’s not working Properly. The mechanism slipped down wouldn’t stay in place. This one was replaced for us in September last year. We have used this three times. We have only used three times. They are saying it’s out of warranty. The fact is it might be a year but it’s an incredibly good shape. It’s been used three times and it’s broken within the year we received that parasol. I will never be purchasing for this store again, and I would advise everybody to avoid!! I am getting advice To take this further.

From seeing Adam in the store and delivery by the two Marks can not fault the service quicker than expected love my new furniture the free covers really good quality I would not hesitate to buy again in the store
Thank you
Sue Althorne

We bought a pergola from here great service and delivery from David and Ross. The pergola was assembled by two lovely young men quick efficient and very tidy I would recommend this to others .

Peter and Ross delivered garden furniture.exceptionally polite very efficient and pleasant.
A pleasure to do business