“I didn't like your employee, I called to find out about my application status and he just hung up in my face. That was very rude and uncaused for. He needs some mental help”
“UTTERLY DISGRACEFUL - Customer Service at its absolute worst. Delivered an item back in early March, damaged. Told me they would replace but would have to re-order and they would refund me the damaged item and the new delivery charge. Refunded the damaged item quite quick, did NOT refund the delivery then did NOT refund the delivery of the replacement item. I have everything in writing from them to say this is what they would do but they have not stood by their word - now I send them an email EVERY day to ask for someone to respond and I have been ignored for over 45 days as of todays date. DISGRACEFUL CUSTOMER SERVICE”
“Appalling. Easter hamper ordered with specific delivery date agreed and paid for. Nothing delivered and no contact from the company. 4 enquiry forms sent (no phone contact available) and no response. This company deserves to go out of business. Disgusting behaviour”
“Placed two orders for Easter and paid extra for named delivery day , money left the bank nearly immediately , still no delivery and can’t make contact by phone email etc to demand a refund,Thanks Thornton’s for ruining Easter for my grandchildren .”
“Ordered online twice for Easter, 2nd order had a named delivery date which paid the extra. Spent just under £100 - near death experience so treated me and my disabled son.... Or so I thought.
No deliveries
Orders still processing delivery
Cannot contact the company by any form on the universe, even phone lines are down.
I know it's a genuine company, I know where the factory is, and I know from experience years ago it's far from a nice place to work especially if you are NOT racist.
But no chocolates
Cannot get money back and it's not listed as a charity wanting donations
But it's become one BIG con
Do not use this company donate to charity instead, get more for your money that way
Will be taking legal action against this company”
“Ordered online and paid extra for nominated delivery.
No confirmation email despite money leaving bank.
No response to email.
Phones are not working
No response to tweets
Where are my eggs???”
“Ordered my mum some chocolates for Christmas, she opened a box and found them all stuck together. Very disappointing. The elf also was broken, though she still was able to eat that.
Had to buy a new box from Tesco.
It wasn't a cheap order either.”
“Don’t buy. I ordered Brazil nut toffee to take out for my daughter for Xmas early November. I leave tomorrow. No toffee has arrived spent lots of money waiting on a 0345 number with no response for ages. Very very disappointing, don’t bother”
“I received my order only to find the personalised Santa was not personalised and there was a missing bag of chocolate. I queried this on the website and as I didn’t receive a reply a week later I emailed customer services. After a number of very prompt email exchanges I was told I was at fault and there was really no other course of action as I had accepted the order. All rather strange.”
“I purhased from Thorntons, got a receipt for the order and paid, neve heard anything, the next thing they have refunded my money - no email or aything explaining why I will never purchase from these again.”
“Seems to be a common trait with thornton online. Paid extra for greeting card, name day delivery etc. Obviously the order did not/has not arrived. Why is it Amazon can get it so right and other retailers can’t?”
“My children ordered the standard toffee & Chocs for Fathers Day on the 15th June, delivery in a few days. The order did not arrive by the end of the following week, but on Hermes website the local depot received on the 18th June. When we contacted Thorntons we were informed that I have to wait 28 days for Hermes to deliver, so i contacted a old colleague at Hermes and was informed that it arrived damaged. Still waiting for Thorntons to sort out nearly a month after ordering and still no communication when i will receive the items. May get them by this Christmas, but I will not hold my breath.”
“Epic fail. Ordered Easter eggs 1 week before Easter charged £59 they included 3 personalised eggs. None arrived with courier even a week after Easter, still no refund either. Customer service didn’t care told me it’s not their fault. I said I purchased from you not the courier and you took my money. They then wrote the same in an email. Thorntons used to be a reputable company”
“Shocking delivery service from Hermes. Thorntons need to look at investing in a new delivery service and how can Thorntons not have a direct number to Hermes, I just don’t believe it. I won’t be ordering from Thorntons again.”
“I bought the continental dark chocolate box. They have changed the flavours in the fillings this year, and there doesn't seem to be any variety any more. The dark chocolate seemed to be more bitter than before I did not enjoy them as much and won't bother buying them again”
“ordered a range of boxed Christmas chocolates from Thorntons on 15th December with the assurance of maximum 5 day delivery. They were to be delivered to a relative for distribution before Christmas. I was told by my relative that the chocolates had not been delivered on the 29th of December, so I called them. They knew immediately when I gave the order number that the large parcel had been "lost". Of course I asked them to put the money back into my account and was told after being on hold for 6 minutes that this would take a few work days to achieve. I wonder if I hadn't called them would they have repaid the money. Doubt it. Beware”
