Customer Feedback

Customer feedback plays an important part of the development of Positive or negative, we welcome all comments.
By taking the time to leave us your feedback, you can help us to improve the services we offer. We take all comments on board.

You can see more extensive posts at Maison White Reviews. These are verified posts from customers who have also shopped at Maison White.

94 thoughts on “Customer Feedback

  1. Wilson says:

    We placed a sizeable order of new JellyCat additions to add to our soft squishy collection of happy faces, which we love very much. Maison White gave competitive prices, and it’s nice that they are not a chain. The icing on the cake would have been a more personal note from the team for such an order, but if it’s so busy at MW HQ, that can only be a good thing 🙂 Will definitely buy from again.

    • Maison White says:

      Many thanks for your lovely comments, it was indeed a nice order across the new range of fluffy goodies. We always try our best to communicate and update along the way to ensure our service is at its best.

      Thank you so much for your custom, we are quite (very) busy and although we do not always get the time to add the finishing personal touch, it is always appreciated when customers take the time to appraise our service, and come back for more!

      Best wishes
      Team Maison White

  2. Mary Parry says:

    Ordered a jellycat bumbly bear. Absoulty georgeous little bear! Our 15 month old grandson loves it .Excellent customer service speedy delivery. Will def be buying again from Masion White.

  3. Shanice says:

    Ordered a Jellycat soft toy and the toy is absolutely amazing, arrived well wrapped and so soft, the delivery time was very speedy, and the website is easy to use. The only thing is the delivery driver put the parcel in my letter box so the toy was slightly squashed, however other than that I would highly recommend.

  4. Lyndsey Smith says:

    Wow!!! Ordered 2 Jellycat bunnies and they are just perfect. The most competitive prices and I am delighted at how fast my items arrived. I wished I lived closer so I could visit the store in person to browse the huge range you have to offer.
    Will definitely order again in the near future.
    Many thanks

  5. John Fisher says:

    I ordered several different items of Agnes & Cat Walnut & Coffee scented through you as Christmas gifts. Within a very short space of time I had from you a notification telling me my order was being processed, then another for dispatch, then another been dispatched and another i it’s way and another expect delivery and another for delivery time and date until eventually it was delivered. Even then I had a Notification to say where the package could be found as I had been out. If only everyone else showed the same initiative and care life would be so much easier. So well packaged, on time and with excellent comms. For you Maison White there should be a 7 star rating. Thoroughly recommended. Fantastic!!!

  6. Keith Nineham says:

    I only ordered my item yesterday and was amazed to have it delivered today 23rd October thank you once again for your excellent service would definetley use you again and also recommend you to my friends.

  7. Anne Gough says:

    I am a huge fan of voyage de la Maison I have collected items over the years The animals look so gorgeous and the scenes behind are beautiful. When I saw these gorgeous cushions I just had to buy them , they will match my lampshade. When I read the cushions were velvet that was absolutely terrific, can’t wait to get them!

  8. Jacqueline says:

    Very pleased to order the Beatrix Potter Alphabet Letters a little cheaper than else ware. Your web site was easy to use and the free postage at the end was much apeciated.

  9. Anonymous says:

    Exceptional service. I had an enquiry so contacted the owner – I got a very friend response in an extremely timely manner. I ordered online – my goods arrived within 48 hours. The Maison White website will be my first port of call for gifts ahead of any department store/large chain. For customer service, timing, product description and quality I give this company 5/5 stars. Excellent.

  10. Mandy says:

    Just wanted to send you a thank you for your exceptional service – you’ll be our go to for future gifts. Sasha has been renamed Rainbow Sparkles (no idea why ?). It’s done a lot over travelling over the last few days over 1000 miles covered and kept a little person very happy.

    All the best.


    • Maison White says:

      Thank you Louise for taking the time to comment on your experience at Maison White, it is so much appreciated and means so much.

      Kind regards
      Maison White

  11. Susan Hindley says:

    Excellent service. Thank you for the prompt delivery of the lovely Beatrix Potter alphabet letters spelling out my new grandsons’s name . A special thanks to the lady who took the trouble to check that all the letters were in stock before I placed my order. A welcome change to be made to feel like a valued customer.

  12. Lucy Berwick says:

    The customer service is of a very high standard and my order was delivered promptly. Maison White were very accomadating and responded to me quickly and helpfully when I contacted them about my order.

  13. Jennifer Pole says:

    Superb service – arrived very quickly.
    However, it was bought as a birthday present which sadly turned out to be an unwanted gift! I wondered if there was any way I would return it for a refund? I still have all the original packaging. It is no reflection at all of your fabulous products or service – just an unfortunate situation!

    • Maison White says:

      Hi Jennfer, That’s not a problem. Please return to Maison White, 10 Red Lion Yard, Colchester, Essex CO1 1DX Please note, our shop is closed all this week, however, a neighbouring shop is kindly taking in our deliveries.

  14. Fiona says:

    Fabulous service again. Not only was Jellycat Llama lovely reduced, she arrived within 2 days of ordering! Now that’s service & there will be a very happy child on Christmas morning.

    • Maison White says:

      Thank you Fiona for taking the time to comment. It just goes to show that Royal Mail are also very good in what they do, although they occasionally fail. Have a great Xmas! x

  15. murray_john says:

    Clearly I’m not going to state anything new, I’m only going to echo the above sentiments. Mason White with a particular nod to Ron have provided some if not the best Customer Service I’ve encountered in the the 15+ years I’ve been buying online.
    Jellycat provide a great product with Maison White making the purchase a please, I will definitely be back to buy again.

    • chris.rodger says:

      My order has not arrived and not getting any answers! Had ordered a gift for my wife as it’s our anniversary next week. Expected it to arrive last week or sooner. Emails and phone calls getting me nowhere.

      • Maison White says:

        Hi Roger, I have responded to your email 16:16 today

        Hi Christopher

        Order 34152, the Mattie Twirly Tail book is on ‘back-order’ it says on our product page and at check out; available on back-order, stock due in end November. I am now expecting the book to arrive this week and can send your order when they do.

        33579 you should have received an email last week (with a copy email from Voyage Maison explaining the issue) advising of tour constant chasing and the constant delays we have experienced from the supplier, I am sorry for this delay but it is totally out of our control, I can only update you with the information I have, and apologise. I am happy to refund you as I do not expect the Cow Head to arrive this week.

        Kind regards

      • Maison White says:

        Here is the email I sent to you on Friday last week;

        Hi Christopher

        I am sorry for the delay in sending out your order by the advertised date, but I have had constant promises from Voyage and they have let me down, below is the latest assurance from their agent, I hope it is ok and I can only apologise for any delay but it is totally out of my control. I can only assure you I will send your order as soon as I possibly can. If you would like to cancel and have a refund I would be happy to oblige.

        Please let me know.

        Kind regards
        Maison White

        “Dear Michele
        I would like to offer my sincere apologies to you and your customers for the inconvenience caused by the late delivery of the Wall mounted Cowheads which you have been chasing for the last three weeks. Unfortunately there were a large number damaged in transit on the recent shipment which has meant that we are waiting for a further delivery next week in order to fulfill all the pending orders, including yours. We anticipate that you should have them by the end of the week. Thank you for your patience whilst we are trying to rectify the problem for you.
        Kind regards

        Victoria Garrett
        Area Sales Manager
        Voyage Maison
        Mob 07789 916308

  16. Kay says:

    Fenella Fox arrived quicker than expected – her journey to the Dales must have been trouble free! I found her waiting for me in the shed just as I had requested. She has now been fed and watered and is relaxing here until she goes to her new home at Christmas. Thank you to all at Maison White for great service. Fenella sends her thanks too and says she is missing you all but looking forward to her new adventure!
    Many thanks again.
    Kay ( and Fenella)

    • Maison White says:

      I have tried to call you and email you but the given email says does not exist, according to the tracking it says Tracking no. KK641193545GB

      We delivered your item to your neighbour AHMED at 76 on 19-10-2018.

  17. charlotte.grice says:

    My recent order was a repeat of an order I made a few weeks ago due to the fantastic service I received first time round! On this occasion, I ordered very late at night on Monday evening, opting for the free economy delivery which could potentially have taken up to 7 days, but to my delight my order was processed and dispatched literally the next day! It arrived today (Thursday) just 3 days later which is incredibly quick! I was also pleasently surprised to see that my specific delivery instructions entered during checkout had even been written on my package, and therefore resulted in a successful delivery by royal mail which avoided the times I would be unavailable! My item (Jellycat Smudge Rabbit) was again in perfect condition (absolutely gorgeous, super soft and snuggly!) and was in fact the cheapest price that I could find anywhere! I wouldn’t hesitate to order from Maison White again in future, and I highly recommend them! Thankyou ever so much!!

  18. Elaine Greenfield says:

    Excellent service. The items I bought came very quick , well packaged and were priced below any other identical product I’d seen online or locally. Would certainly recommend and use Maison White in the future. Many thanks .

  19. Trish says:

    I owe a thanks to Michele who helped me by email in choosing the right cushions for my new suite. The cushions were delivered promptly. I am so happy with how they look and the quality is excellent. Thanks 🙂

  20. Julie Blackburn says:

    Order arrived in Germany within 5 days, excellent service. Fragile package arrived safely as it had been so well wrapped. I would definitely use again. Thank you ?

  21. Ashley Kriefall says:

    Maison White was one of the last places I could find my daughters favorite Jellycat bunny she lost. I was worried about shipping overseas to the US but they took care of me and I’m so grateful they were able to help my little girl get her favorite stuffie back.

  22. Adam Moore says:

    Lovely little shop with an eclectic selection of homely things. Great, friendly staff happy to help and point you in the right direction; I made her jump as she was engrossed in work when I came into the shop! Whoops! Sorry teehee! Nonetheless the staff member was sweet and laughed about it and gave me the right suggestions to pick up the perfect product for my home, a cute dog-doorstop.

    Adam Moore

  23. Celia Andrews says:

    Really impressed with the price of my Odette bought as a present for my Sister as well as the speed of delivery. Much cheaper than my local shop and free delivery too. Will be buying again in not too distant future as have some new babies to buy for too. So pleased and would highly recommend to anyone looking for jellycat.
    Thank you

  24. Mrs B. Rees says:

    Thank you got back from holiday and my Odette Ostrich jellycat was waiting for me , I had seen her in a shop but you were more reasonably priced, so you got my custom.

  25. Katie Couperthwaite says:

    Just want to say a HUGE thank you for an amazing service!

    I asked if they could write on the parcel that it was from the Easter bunny, not only did they do that, they printed it off too with a picture of an easter bunny too. I can’t thank you enough! You go above and beyond for your customers! Thanks so much!

    They’re always speedy with postage, I wouldn’t buy the jellycat teddies from anywhere else. I live near Manchester and I get the parcels faster than I do from places near by. Highly recommend! 🙂

  26. Beth Wheeler says:

    I placed an order on Monday and needed it by Wednesday. I selected the most expensive delivery option – which was by courier as I had thought that this would be the fastest. However, on reflection I thought that perhaps Royal Mail tracked would be quicker, or if an option, Special delivery. I emailed Maison White and got a very prompt response. My order had already been packed but they cancelled the courier and sent it by Special Delivery as requested, to ensure I got it on Wednesday. It duly arrived on the Wednesday by 1pm. I could not be more impressed with the communication, the willingness to help me out with my request and also the items in my order. Thank you for an excellent and efficient service.

  27. Moyra says:

    Just to say thank you for my order 24826 which arrived today. Very fast service. Very happy. Thank you very much as always.
    Best wishes from Moyra Watkins

    • Maison White says:

      Thank you for your 2 emails today at 18:22 with the singular message “Order Not Received”, sorry we were having dinner at the time, and then your second email at 20:42 with a more reasonable enquiry. On checking the details; you ordered on the 14th Feb, your order was dispatched on the 15th, your order was actually delivered on the 17th as per Royal Mail tracking number 320485491000022BA97A6

      • Vicky says:

        Was delivered to neighbour apparently and card was not put through. Possibly blaming Royal Mail for this one. Although the tone of your response isn’t very ‘consumer friendly’

  28. hsinclair_illustration says:

    Fast delivery, easy to use site, lovely items and a great selection of items at great prices, would highly recommended, first time buying from here but will definitely be back A++++

  29. Kaitlin Pittman says:

    You have AMAZING customer service and have been so helpful!! I want people to know how amazing you are!! If not I would love for this email to be sent to the owner or manager or someone of this store! You have been so kind and so quick to respond to my emails and I really appreciate that! ?

    Kaitlin Rice
    United States (US)

  30. Katie Couperthwaite says:

    Fantastic online shop, my order was delivered quickly and customer service extremely quick at responding and very helpful! Items were packaged really well too. Would highly recommend and will be shopping here again in the future ? thank you for such a fantastic service! ?

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