Thorntons Avis 

My absolute favourite chocolates!

I forgot to put the name and address of the recipient before I pressed the send button, but an email for help was answered by Chelsea who said she would make sure it was sent to the correct address. Thank you Chelsea, you went above and beyond to help me. You have a good employee their Thorntons!

I was having trouble completing my order online, and getting a bit stressed, so I called your help desk and spoke to Femi.
He was very pleasant and efficient and sorted everything out in a few minutes.
My stress levels fell.
Thanks Femi

Bob Colley

Having made previous comments on Thorntons Special Toffee, I recieved a complimentary 500g pack. My last comments were not favourable, with the toffee tasting of a fudgy consistency (apparently due to a faulty but edible batch), however, on trying this new batch , I'm delighted to say it tastes like the Thorntons we remember. Wether or not they've reverted to the old recipe, I don't know, but regardless it's lovely! Give it a try again! Well done Thorntons and compliments to your wonderful customer services team!

What a wonderful experience I had today.I had occasion to call Thorntons I spoke with the most kind caring thoughtful Gentleman name Semi.Talk about Excellent Customer Support it was brilliant 👏. Thank you kindly Semi you deserve a Managers job.xxxx

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.