Had a bad encounter with The White Company, although my complaint was eventually resolved when I took my complaint to a free, independent complaint service, Resolver. (Resolver is associated with Money Saving Expert) I originally complained directly to The White Company's complaints team, but did not feel I got any kind of a listening from them and also felt, as my case was batted back and forth between 5 different representatives in UK and US, their sole purpose was to turn the situation into my fault and refute any responsibility in respect to my claims.
My wife had used this company for many years and every room in our house has something purchased from this company. I actually rated this company on an equal pare with M&S and John Lewis to mention but a few. My wife and I were totally shocked at the standard of response received from this company when I complained for the first time and despite arguing and getting agreement on the main point argued, they would not take any responsibility for their mistake.
This company has forgotten the main principle of business, statistically 98% of customers do not complain when dissatisfied, when they do, they tell between 9 15 people they know about their bad experience. When their happy they tell on average only one other person, so statistically you need to invest in keeping your customers and staff, especially long-standing ones, happy, which is exactually what high-end companies do.
As mentioned above, I did eventually get my complaint resolved by taking my complaint to the independent body, Resolver and ceasing all direct correspondence with The White Company as I was simply not getting a listening there.
High end companies have high end customer service throughout, on reviewing a lot of the complaint here, The White Company appear to demonstrate loud and clear how much they are not interested in delivering a high end after sale service to customers, who in most cases have spent a considerable sum of money with them.
Customer service is not apologising for the customers need to complain, then basically telling them tough luck, it's actually seriously questioning why the complaint was made in the first place.
My complaint was over one of the least expensive items I have ever purchased from them. Will consider carefully placing any orders with this company in future.

Update September 2021- since the above review, I have not made any purchases with this company and honestly think I will not do so in the future after my experience a few years ago now.