Thorntons Reviews 

Useless company sent my easter egg delivery for my grandchildren to my (billing) address

I had a problem after I mistakenly put an incorrect address on an order. After emailing Thorntons I received a very prompt response from Arshia in Customer Services who reassured me that the address was corrected. The parcel was correctly delivered the following day. Thank you Arshia.

I ordered a gift, The billing address came up as the address I was sending the gift too, so I changed it to mine,unfortunately this didn't go through. I sent an email straight away to try and correct the mistake and it was dealt with very quickly. Many enquiries get an automatic response but few get a human being on the case within minutes. So well done.

Thank you Chelsea - you saved the day getting us new eggs done and delivered on time for the big day! I can't tell you how fantastic you've been in terms of solving my problem. Thorntons has gone up in my estimation. Obviously there needs to be some kind of checking of shipped personalized egg orders, and I'm sure the business will jump on that right away! ;) But you've absolutely smashed the customer service angle of this. Mistakes happen but it's how we respond that makes the difference and you've absolutely crushed this 10 out of 10 ❤️‍🔥

After a lot of messing around with Ferrero after complaining about a batch of box of toffee that was fudge like and for me inedible.. The customer care team at Thorntons stepped in (although I didnt buy online it was from a franchaise ). They helped me with my problem and sorted out the complaint and explained the reason after testing. They are sending me a box to compensate for this.. Thank you Thorntons for stepping in it is appreciated,Its such a pity that the Thorntons shops have closed their products (toffee) is amazing.

Amazing and efficient customer service!

Great customer service by Chelsea - to make changes to my personalised Easter egg order after the actual order. THANK YOU!!

My email was responded to straight away and my issue delt with quickly. My items arrived damaged and they was replaced no problems arsha was very helpful. Great customer service

Can’t fault the service from customer service. One egg broke in transit it they replaced it straight away.

I've been eating the toffee for 50Terri years,the taste and texture have been changed beyond recognition. Why can't they make the ORIGINAL as it was when you had to beat it to death to eat it.Finally I'll have to find a taster toffee R I.p.Thorntons.

Chelsea was extremely helpful.
True asset to your team, she sure does deserve a reward.

Never again bought 10 bags of coffee chocolates £4.50p a bag 8 small chocolates inside, half off what you use to get packages much smaller very disappointing

The original ordered item was damaged in transit but was quickly replaced by the seller. Excellent service and completely satisfied.

Completely satisfied with the product but their customer service excelled!
There was a mix up of the order , as soon as I got in touch the dealt with the issue promptly and professionally

Ordered 5 bags of our favourite flavours (which are occasionally on a bulk buy special). They arrived within a few days. Sadly one of the flavours was wrong (nutty instead of mint). Contacted CS and Chelsea got back to me immediately with options. Thorntons = great taste, great value, great customer service.

I placed my order online and it was promptly delivered by Royal Mail. Unfortunately one of the items in my order was missed within the box, so I emailed their customer service team. I received a response immediately asking for photographic evidence which I then provided. I was happy to receive another swift reply confirming that the missing items were being dispatched and apologising for the inconvenience. I’m very pleased with the customer service provided from the helpful and friendly advisor (Antoinette). Thanks for your support and efficiency.

Whilst my order had a discrepancy when received, the Customer Services department were very happy to sort out and quickly resolve - many thanks.

I have bought from Thorntons for such a long time (over 50 years), and I really miss the variety of products and flavours they used to have that are now no longer available. Their products are always lovely 😍

I ordered using wrong delivery option. Chelsea was very helpful and very quick with her replies and has managed to sort out a refund for me so I can re-order the with the correct delivery option.

Chelsea was fab. Sorted things out with minimal fuss when I received the wrong toffees.

It's the mark of a good company, how well issues are taken care of when they arise.

Chelsea was so professional helpful and informative a credit to the company.