The White Company review: Scented gift set

Original order number: 1427897585
Mandisa

Unless you can respond within 48 hours we will escalate appropriately

Thank you

Judith

From: [protected]@btinternet.com
Sent: 15 September 2026 15:27
To: 'The White Company'
Cc: [protected]@btinternet.com
Subject: RE: CAS-1462986-F2G0G7
Importance: High

Mandisa

Your response would be helpful given the comments and request to escalate below

Thank you

Judith

From: [protected]@btinternet.com
Sent: 11 September 2026 10:47
To: 'The White Company'
Cc: [protected]@btinternet.com
Subject: RE: CAS-1462986-F2G0G7

Mandisa

Thank you for your response.

The e voucher for £43.95 has been received

However, I do not find your response either helpful or as you have quoted twice a ‘gesture of goodwill, and or apology’.

All that you have done, in part, is take responsibility for the damaged goods that you supplied, and indeed you may have an issue with your courier service for this, which is your contractual responsibility in any event.

The professional approach would have been to indeed offer a gesture of goodwill ie and additional e card to have acknowledged the complaint and for you to have reordered the damaged items yourself and despatch.

What you have done is insufficient to recognise the issues I have raised, and I would ask you to now regard this as a complaint and escalate as appropriate.

I look forward to hearing from you

Judith Ellerton - Stone

From: SVC Case Management On Behalf Of The White Company
Sent: 10 September 2026 19:03
To: [protected]@btinternet.com
Subject: CAS-1462986-F2G0G7
Importance: Low

Your case reference number: CAS-1462986-F2G0G7

Dear Judith,

Thank you for your email and for taking the time to send the photographs.

I am very sorry to see the condition of the gift when it was opened. I completely understand how embarrassing and disappointing this must have been, particularly as it was a birthday gift that had remained unopened, gift wrapped, and stored until it was given.

Having reviewed the photographs, I can see that the candle holder is broken, the presentation of the gift is not as expected, and you have also advised that the shower gel leaked. This is certainly not the experience we would want for either you or the recipient.

Please dispose of the damaged candle holder and the gel safely, as there is no need to return it to us. As this is a gift set, I am unable to send a replacement for the candle holder and the gel on its own.

Any replacement would need to be for the entire set. However, as a gesture of goodwill and a one-off courtesy, I have arranged an e-gift card to cover the cost of purchasing a replacement candle holder and shower gel together with the delivery charge.

As a gesture of apology, I have issued an e-gift card to the value of £43.95. This will arrive in your inbox within 24 hours. Please also check your junk and spam folders if you do not see it.

The e-gift card is valid for 24 months and can be used both online and in store. Please accept my sincere apologies for the disappointment and inconvenience caused to both you and your friend.

If there is anything further I can assist you with, please do not hesitate to contact us.

Regards,
Mandisa
Customer Services Team
The White Company

www.thewhitecompany.com