Well firstly i ordered items on the Monday by talking to a woman from customer services because their website was down and was not working. The whole thing went fine and she even gave me her e-mail address so that i could send her all the items and messages i wanted to include so that she could order the items through her end. I sent her all the items i wanted plus messages and plus the free stuff i was going to recieve. I have proof that i wrote down my postage and billing address right as i double checked what i had sent her. Two days had passed and no delivery so i decided to call them up and they told me they sent it to the wrong address and to knock for them to get the items back. I knocked at the door and i got no answer. I at least tried for 3 or 4 days straight as what i had ordered was a birthday present for my sister on the coming saturday, as i did not end up getting my items i then called them back demanding for a replacement but this time to the right address. 3 days later my items came. A) they sent my items to the wrong address, B) they messed up my birthday present for intended person so ruined that and C) although they sent me replacements, they did not apologise and therefore i will never order from them again because they ruined the occassion!!!!!
Purchased an online hamper for my son whom is away from home in the UK. Delivery was due and paid for Easter Saturday. Hamper did not arrive until the following Tuesday. Sent an email on Tuesday and today is Friday and I am still waiting for a response. When I go into my online order the status is “In Process”.
I will never order from this company again, I expected a lot more.
The single worst online shopping experience ever. Wish you could give no stars. Ordered online, no delivery a week later. Went onto Facebook to ask for an update, apparently a field was left blank so delivery could not be made (my fault, which I accept) - however, no contact from Thornton's or delivery company advising me of this, I had to chase them. I provided them with the information that was required and was assured that delivery would be quick. Another week later and still no delivery and still no update from Thornton's, except that they we're sorry for the experience and they strive for 'excellent customer service'....?! 5 days on and STILL NO DELIVERY. Demanded refund, but clearly not expecting that to come anytime soon, nor do I expect to receive any communication about it. Have had to make alternative arrangements now and has turned out cheaper and better. Don't even get me started on the customer service in store as well.
For a brand such as Thornton's they need to sort this out immediately - go onto their Facebook and just see the amount of complaints and their distinct lack of adequate complaint resolutions.
Save your money and go elsewhere. Or if you like Thornton's, buy their chocolate from Tesco.
My daughter in New Zealand ordered some Easter bunnies for her nieces and nephews. They arrived in a box large enough for at least 2 pillows and huge quantities of bubble wrap, the sort that has bubble sthe size of a bar of soap. " of the 4 bunnies were smashed and I emailed to complain. A replacement was sent, but they were smashed too! A smaller box with each bunny wrapped in small bubble wrap would have been ideal. Other companies send breakables safely in the mail, so why can't Thorntons? This is not the first time either.
I have no idea what Thornton's is doing. Many years ago, I would buy myself some chocolates as a treat. I would ask to be bought some for Xmas and birthday as a treat. I don't actually like chocolate, but loved Thornton's.The chocolates themselves were dainty and unusual. The chocolate was thin and crisp and creamy and the centres delicious. I was given a large box this Xmas and they are vile. They are not even as nice as Cadbury's roses. The very fact that a large box can be got in Tesco for as little as £6.99 just tells you how low quality they are now. How I miss the old Thornton's which were an eagerly anticipated treat, something to look forward to. This latest box is the last lot I shall ever be given as I tell family and friends not to bother. They were just so vile that I gave the lot to my pet rats who will eat anything.
Absoultley terrible experience ordering through Thorntons, placed original order (estimated 3 - 5 days delivery) when I emailed after one week I was tild my order had been 'misplaced' during the picking stages and another orer would be sent out with next day tracked delivery, which was impossible to track, when it eventually arrived at 6pm (11 hours after I had been waiting in!) it was so appalingly packaged, it looked like the items had been thrown in the box from a distance, there was a chocolate santa, which was in so many pieces it was unrecognisable, smashed bags of truffles and the rest of boxes had dents and marks on them, when I phoned to complain, I was left on hold for 30minutes then offered a replacement next day delivery for the damaged items, so again I had to wait in all day for a delivery which came out at 5pm this time and again it was so poorly packaged that most items were damaged. I am now waiting for a call back from a customer service advisor and have been waiting for around 5 hours now!!!! never ordering from here again!!!!!!!!!!!!!!!!
I like Thorntons and I used to think of them as really tasty and posh - unfortunately they're not.
We got a box of Thorntons and a box of Hotel Chocolat chocolates from different suppliers last Christmas and decided (given their weren't enough for us to take them home) that we would do a Pepsi challenge style tasting. Hotel Chocolat (ok, I know they are more expensive) won for about 12 out of 15 people (including me)!
I used to give the odd box of Thornton's for Birthday's or Easter, but I've since given up on that. It just doesn't feel right any more.
LOVE THERE DOUBLE CHOCOLATE ICE CREAM ENOUGH SAID
Very disappointed on the retailers website. There was a 3 for 2 offer on their classic collection. When I went to pay and the discount wasnt there, they were trying to charge me for all three. Even though my basket was over £50, this then pushed it to almost £70. Forget it! I emptied my basket and will shop elsewhere!
Very unhappy. But not as unhappy as the person the chocolate and toffees were for!
I am not by any means a chocoholic, but i do like a nice bit of chocolate now and again. Perhaps I would eat more If i didnt have to face the same old bars and boxes of chocolates. Come on! hows about adding a bit of variety for a change! Some of us have exotic tastes which are not being catered for. Lets have something different and not be eating the same chocolates for the next 50 years!
We placed a corporate order for chocolates to be delivered to three different addresses for Christmas delivery. 7 days on, the tracking website gives useless information regarding the order, and it seems the delivery company cannot seem to find either of the 3 addresses provided!! Sometimes we understand it is not the retailers fault, however how it is dealt with is the deciding factor. Not responding to emails, waiting 30 minutes at a time to get through to customer service and no apology whatsoever for non-delivery is certainly not the way to deal with a disgruntled customer. Never order again.
We have been using Thorntons for a number of years sending out commercial gifts to our clients.
We spent a lot of money this Easter sending out eggs for our clients. There was a small inscription on the eggs saying 'have a great weekend break'.
Now, the only reason these errors came to light was the fact that a couple of our clients were away for the Good Friday so we decided to deliver them at our office and then hand deliver them. If we had not done this we would never have noticed the error. It just makes me wonder how many times this has happened before without us noticing?
There was no writing on the eggs which is a minor inconvenience but the MAJOR problem was the fact that there was absolutely no indication of who the eggs were from! We spent a lot of money on eggs to send out but nobody knew who they were from...one client even said his wife pulled him up because she thought he had a secret lover.
Anyway, after we made a complaint we were offered a 50% refund only to find out the offer was made by a disgruntled employee who had left the next day. Thorntons then offered us a 5% refund.
We refused the refund as an insult and will never use their services again. I only hope that this was a one off and all the other times we used them it wasn't the same.
Thanks TrustPilot for giving me a voice.
I ordered a personalised box of chocolates for my dad for Christmas. I was told I will need to wait 3-5 working days. The chocolates took 5 working days to arrive which was a bit disappointing as 5 days is the MAXIMUM it will take for the gift to arrive. Luckily, the present did arrive in time for Christmas, the payment was taken through with no problems and the chocolates are amazing and just how they should be!
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