Thorntons Avis 

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.

Used to love Thorntons but not now. For me they are too sweet and have an oily feel left in the mouth. Shame I will now have to find another brand that tastes like chocolate

Following a slight I error on a delivery address by myself, I contacted Thorntons to get it changed.

This was superbly handled by Josephine and Chelsea in a very professional and calm manner,

Top class commnication.

Fast delivery. Had to contact customer service and Chelsea dealt with my issue swiftly and above expectation.

I received an order from Thorntons yesterday but I wasn’t happy with the state the box of chocolates were in when they arrived. There was nothing wrong with the chocolates just that the box was open. I contacted customer services & got a swift reaction from Tolulope who’s arranged a replacement box to be sent out. Very pleased with the way that Thorntons have handled my complaint & will continue to use them.

After getting in touch regarding a minor issue.
I received a reply within the same day and the whole thing was dealt with and sorted within 24hrs.
Very efficient.
I bought a box of toffee that contained other confection.

I ordered some personalised chocolate for a friend’s birthday- that unfortunately arrived broken in the post, I emailed Thorntons to ask for a replacement, and had a very prompt and helpful reply from Chelsea- who sent a replacement quickly, thank you so much for your help!

Contacted the Customer Service team due to my parcel going missing with Royal Mail, spoke to Tolulope and Chelsea, who organised for a replacement to be sent. Very happy with the service I have received from Thorntons.

We have always rated Thorntons chocolate selection boxes. The options for white dark and milk chocolate are very good and I think their Continental selection box is superior and gives the sensation as well as taste of something more refined. Great to see the continental box return to its original glory in terms. selection. A real luxurious and indulgent treat.

The kitchen manger thinks she's the manager of the store. I've been loyal customer for 8 YEARS and I'm going to go to the compiter from now on lm giving them negative 1000 and I won't come back to any Thorntons anymore

Outstanding customer experience with Thorntons over Christmas and into the New Year. I experienced security issues with my payment card as I was purchasing multiple orders as gifts & this caused duplicate orders being processed. Jason was super helpful in reviewing all my orders & ensuring each person on my list received their gift & all duplicates where cancelled and refunded.
Additionally, one of these gifts was returned to sender as Royal Mail where unable to deliver. Chelsea has resolved this for me in a matter of minutes, replacing the gift to the recipient for me. Can't praise them enough for the service received!

Top class customer service! Amazing person called Chelsea who understands customers so professional and so quick - unbelievable service that’s why I love thorntons top class management as well but Chelsea all the best

I had decided to order chocolates for a family member for christmas as these particular chocolates were his favourites . Unfortunately two of the bags had bashed chocolates in them.
If they had just been for me then I wouldn't have thought to email. However, as they were a gift I contacted thorntons. Chelsea was wonderful, so helpful. Amazing customer service! Thank you !

Always brilliant for sending chocolates to people for xmas and birthdays etc. Website is great and if you have a problem then customer services are excellent and deal with it immediately.

Bought box of Thorntons chocolates.They arrived with no cellophane around them.They were a gift and when opened they were awful.Several were broken up and others were covered in a white film.They had to be thrown.
I complained to Thorntons sending a photo of the chocolates.They replied saying it was a storage problem which is rubbish.They said my complaint would be sent to the appropriate department who would respond to me.Very poor service as I have heard nothing.What an absolutely pathetic response from Thorntons

The Thorntons Classic box I had this Christmas were disgusting no one wanted them. They all taste the same, vaguely sweet chocolately mush.
They used to be such good chocolates when the shops were open a real treat now they get thrown away.