ordered 2 times at thorntons online. First time was last summer, I waited in till after the last stated time and when it eventually arrived all I got in the box was literally watery chocolate in the bottom and had to then go into a store to get an exchange ( I could of done this in the first instance). Surely if your business is chocolate or food you would arrange for your courier to have an appropriately vented/airconditioned van? anyway thought this may have been a one off and have ordered a box of alpini chocs for a birthday present this 17.2.14 - I'm still waiting for them now, my order status still says processing and its over the stated 3 - 5 working days. Have had to explain to someone that I did buy them a present but I'm waiting for it to arrive - how embarassing! I will never ever order from these again and expected a much better service from such an established company. I have heard that they are trying to close their stores and go online only (might be a myth) but I can guarantee that thorntons will go bankrupt if they rely on their online orders as its so shocking. do not use!
So thought it would be great to get my christmas shopping done early and prompt so i bought the Continental Collection hamper. I also got a one day delivery for £7 ... Hahaha. I called the company twice and there were no answers apart from the latest delivery will be 6pm. Well it's now 730pm and ticking. I will not ever be using Thorntons service again. Disgusting!
So my girlfriend ordered me chocolates for today, 12/11/2013 and i found that the truffles expired on the 31/08/2013. She got them custom made online on the 10/11/2013. This is disgusting service, she paid her hard earned money only to have expired chocolates delivered. They are not exactly the cheapest chocolates in the world and to be given out of date chocolates is disgusting. Not only is it a slap in the face to customers but it is a huge breach of food health and safety and i will be doing everything i can to get this sorted.
*UPDATE* It has been sorted, they said the old box was used by accident. I guess i wrote this more out of anger as my GF was very upset.... As it was solved quickly i can change the star rating. Lol
My sister put an order in for an easter egg to be sent to me, i didnt find out about this till a month after easter when my sister asked me what i thought of it and my reply was 'what easter egg?'. It turns out the courier service was to blame and their courier didnt even seem to know where he had delivered it! he repeatedly changed his story saying he had, then he didnt know, and he didnt even get a signature so we have no idea who ended up with the gift. My sister then contacted thorntons to ask them for a replacement or a refund, and the cheeky bugger tried to worm their way out of it! My sister eventually got her refund after many snotty emails and an eventual threat to get their amazon store taken down. Never ordering from them again, Hotel Chocolat on the other hand were excellent.
After reading the bad reviews on this website I tend to disagree. I have now dealt with Thornton's twice and have had great customer service both times. I have found the staff to be very diligent and prompt with their replies on email and phone calls. Congrats to the company on hiring great staff.
Ordered some easter eggs from Thorntons as a little treat for myself and my girlfriend. Prices were high, but they were so very tasty! I think they could include delivery in the price though when you're paying so much!
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.