Thorntons Reviews 

My order was missing an item but following an email to customer services this was dealt with quickly and efficiently by Chelsea.

I received an email with a 20%off offer but when I placed the order I was only getting 15% as part of another offer. I contacted Chelsea at Thorntons through the 'help' button and she was extremely helpful. She arranged for the additional discount and alerted her colleagues that the 2 offers were overlapping and causing problems. Very efficient service.

Ordering off the website is so simple and the delivery is nice and speedy. One of my items was incorrect, but all I had to do was email customer services and I got a quick reply, with a lovely apology and was informed that a replacement of the correct item was already sorted. On top of this I was allowed to keep the incorrect item free of charge.
Thank you Hasan at Thorntons for being so kind, understanding and your kind gesture, you have made my day!

Great customer service - part of my order was missing and the issue was dealt with promptly.

Because of there being no shops to buy advent calendars in I made a call to Thorntons & spoke to Femi who has gone over & beyond in the best customer service ever. My order has been placed & paid for & I have been kept up to date every step of the way & look forward to receiving my order soon. I have bought these advents for our grandchildren from them being small & they are all adults now.

Part of order has early date compared to other chocolates, but customer service advisor Anissa was very helpful in sending a replacement. Great service!

Very bad experience. I placed an order and received one incorrect item and one damaged item. They said that they had sent a replacement. I received an empty cardboard sleeve- Royal Mail put it in a bag because they knew that it was empty. I contacted you again and was told that a replacement would be sent - it wasn't. I have just had a very disappointing chat with one of your agents. I am out of pocket and no chocolates for a present!

Placed order and received jy parcel to find out that one of the items was not sealed, as they were for a present I contacted Thornton and got Anissa in customer services, nothing was too much trouble, polite and friend emails. Help resend the item out, so a very happy customer, 10 out of 10

Absolutely shocking website to order from and needs some work doing to it. I’m off to Lindt to order and won’t be back

I love Thorntons' chocolate-covered toffee, so I was excited to get my order. However, I was disappointed to find it was mixed in with fudge, which I really don't like.
I got in touch with their customer service team to let them know, and they sorted it out straight away by giving me a refund.
It was a shame about the mix-up, but I really appreciate how quickly and fairly they resolved it.

fast and excellent service sorting out the issue with great understanding.very helpfull.very experience staff great telephone manner friendly and courteous.

Signed up to the Thorntons Newsletter and received an email with a 20% Discount code for my first order.
I couldn't get the code to work, so contacted "Chelsea" at Thorntons Customer Services. Really really polite and helpful, sorted it for me straight away.
Would recommend 😊

Excellent service - quick responses, very helpful, efficient and friendly thank you

Was dealt with very quickly, responded within an hour of me raising the problem, was happy with the response, customer service was excellent

Great customer experience - I ordered the wrong item by mistake. I contacted customer service and they cancelled the order and arranged the replacement, still honouring the discount code that I had. Great service.

Femi was really patient and helpful he sorted my order out.I had tryed a few times without a result. So hopefully now due to Femi I should have some nice chocolates arriving. Thank you,

Unfortunately, when the chocolates arrived they were all broken. However, when I contacted customer services they kindly replaced the items promptly. Thanks very much to the customer service team, especially Chelsea.

I recently ordered two packs of personalised chocolate truffles. When they arrived the chocolates had been dishevelled in transit and the messages were non existent! I sent photos of the boxes to CustomerCare and Chelsea swiftly contacted me to refund or replace. I chose to replace as these chocolates are a great way of sending a message to friends and family. Within two days I received the chocolates ( better wrapped) and perfectly messaged for gifting. That is an example of good customer care. Thank you Chelsea.

Anissa in Customer Service was fantastic. I’d made an error with my order and she was super helpful and kind. It was such a refreshing change to be able to speak to a real human being who wanted to help. Cannot praise her highly enough

I bought 4 500g boxes of toffee in June. It is dreadful. Not chewy in any way with no bite. More like fudge than the toffee they used to sell. It is grainy and unpalatable and is the last time buy it What have they done, forgotten the original recipe. This is icky.