Thorntons Avis 

Very helpful and understanding. Customer services managed to get my order sorted with minimal fuss.
Thanks thorntons, great job, keep it up!

I had a issue with stupidly ordering the wrong item , Chelsea was great , and advised me to return item and can swap over , asked me to send my tracking number , Chelsea messaged me for a update as i had stupidly but a wrong digit in tracking number , so she was unable to get update , I gave her it and she sorted everything straight away . And my new item is on its way , really good customer service from Chelsea definitely 5 stars from me

I had an issue and it was resolved without hesitation.
A very professional and quick service.
Although all contact was made via email, I was very happy with the response time

Would recommend buying from Thorntons on line

An item was missing out of my recent order. I emailed Thornton's and had an immediate reply. I gave Anissa the information she needed and my missing bag of strawberry &cream chocolates has now been posted out. Communication was first class. Excellent customer service from Anissa. I wish the shops were still around!

As much as I mourn the loss of Thorntons on the high street, I'm delighted that they are still available in some alternative stores and also online for stocking up on the favourites for everyone. I cannot fault their customer service and swift response to an issue I had with a delivery. Impeccable and trusted British brand I am happy to continue to do business with. PS: Please bring back the original continental selection of my youth; the vanilla truffle, the apricot parfait, the diplomat! Happy to lose the coffee creams to make room for them LOL :)

There was an issue with my order and Anissa very quickly sorted it out. She was very professional and polite. Seeing this excellent level of customer service encourages me to use Thorntons online ordering in the future, and to recommend it to others. Thank you so much Anissa.

My order arrived with some items missing. I emailed customer services and they responded the same day and sent out the missing items. The customer services team were efficient, and informative.

Very helpful on the phone placing an order when the website was not working

Chelsea from Customer Services handled my missing item swiftly and professionally, you've made my boys Xmas that much better, thank you. !

I contacted customer service regarding a postage query. My email was replied to by Chelsea who was very helpful and explained why I was being charged postage. I changed my order to over £40.00 but was still being charged postage. I sent Chelsea another e-mail and she told me that my postage would be refunded. Excellent communication.

After some initial confusion, my issue was resolved very satisfactorily once my issue was fully understood, though this did take several emails.

Delivery company delivered my parcel to the wrong place, leaving no way to find it.
Thorntons customer service, Chelsea in particular, were fast and efficient at dealing with this issue. Very friendly and pleasant to deal with.

I had a missing item. And Chelsea sorted it so quickly and was lovely about the whole thing thanks so much

I recently had a problem ordering items on the website, I contacted Thorntons and they replied instantly, placed the order for me, great service, polite and helpful, just how it used to be, well done Thorntons, as for the chocolates, they speak for themselves, pure delight, special, what’s not to like !! It isn’t Christmas without Thorntons !!

I have been buying Thorntons chocolates for many years and have always found them excellent. However a few days ago my order arrived and unfortunately 2 of the bags of chocolates had been squashed.
I contacted customer service and Chelsea got straight back to me and resent my order.
I'm very impressed with Thorntons customer service
Accidents do happen but it's the way they're dealt with that matters and in this case it's been dealt with exceptionally.

Fantastic service from Chelsea, I had a minor problem with web site, and she sorted out.
Always a great product and exceptionally quick delivery thank you

Chelsea at customer services has been fantastic.
Many Thanx

Chelsea was extremely responsive to my emails and dealt with my order very efficiently. Extremely helpful.

Recently ordered two personalised chocolate Santa's. Was disappointed when one arrived broken. However, I emailed Thorntons and Chelsea responded quickly and was extremely helpful and promptly resent a replacement which arrived in perfect condition. Sometimes, problems can arise but the excellent customer service ensured this was easily fixed. Thank you.

Ordered 6 advent calendars, each with a different name, but when they all came, they all had the same name, I don’t know what went wrong, but I definitely typed all the names when ordering online. I spoke with Chelsea at Thornton’s customer service and she very kindly arranged replacements as a goodwill gesture.